Russian staff

MAIN DIFFERENCES OF RUSSIAN STAFF

specifics of the Russian spa staff motivation and training

Maria Filatovadevelopment director

Trend Cosmetics LLC, Moscow

14 years in hospitality & spa business* Letoonia Hotel, Turkey

* A-Class Touroperator, Russia / Turkey

* Rixos Royal Spa, Russia / Turkey

* The Ritz-Carlton, Russia / USA

* [comfort zone], Russia / Italy

Good Afternoon!

RUSSIAN EMPLOYEES

How do they differ?What makes them tick?

How we should work with them?

3 MAIN THINGSyou should know

about Russian Spa staff

1. precise specialization

“spa therapist” over the world=

“spa technologist” in Russia

spa technologistproviding body treatments

a) spa masseurmostly massage

sometimes hamam, peelings, sсrubs

b) body specialist spa massage and exclusive techniques, spa-rituals, body treatments:

peelings, wrappings, thalassotherapy, etc.

machinery treatments: LPG, Vichy shower, hydromassage, press-therapy, etc.

Usually no facials (only as additional express service)

facial specialistsproviding only facial treatments

a) beauty specialist \ esthetician spa facials, masks, soft peelings

machinery: UF cleansing, vaporisation, phonophoresis, miostimulation, etc.

PROHIBITED: medical treatments and invasive methods

b) cosmetologist \ esthetic doctorspecialist with higher medical education

medical-based facials, laser cleaning, mesotherapy, injections, medical peelings, etc.

NB: Only in spas with medical license!

spa coordinatorspa specialist with or without higher medical education

medical and functional diagnostics for the first time clients and co-ordinates spa programs

May also provide some treatments himself.

2. education

mandatory medical education for all types of spa specialists

Spa masseur

body specialis

t

esthetician

cosmetologist

spa coordina

tor

basic education

medical college * * * *

natural science university * * *

sport academy * * *

medical university * *

professional education

official massage courses * * *

official cosmetology courses

* * *

Minimal Level of Education

widespread higher education

your housekeeping may have a master’s degree in chemistry

your receptionist will have a legal education

3. motivation systems

most popular system

fixed salary + % of treatments providedminimal wage 200-500 USD

+

25-30% (up to 50%)

of generated money income received from provided treatments

fixed salary + bonus for meeting the profit goals

50% fixed

+

50% bonus for meeting the monthly planned goals

(money income received from provided treatments)

fixed salary + KPI 50% fixed

+

50% bonus for meeting the KPI goals (profit / service / team work, etc.)

mostly in a highly profitable, long working spa

WHAT DO THESE MEAN?

RUSSIAN STAFF HAS

* MUCH MORE MEDICAL KNOWLEDGE * A LOT OF SELF -CONFIDENCE* A LOT OF JOB OFFERS

* LESS DISCIPLINE AND RESPECT TO MANAGEMENT AND AUTHORITIES

* LESS SERVICE SKILLS* LESS SELLING SKILLS

HARD SKILLS

SOFT SKILLS

SO WHAT SHOULD YOU BE

READY FOR ?

SPA MANAGERS:BE READY to ANSWER a lot of QUESTIONS

BE READY to SHOW YOUR MORAL STRENGTH and to WIN AUTHORITY

PROVIDE a lot of SOFT SKILLS TRAININGS

MOTIVATE to PROVIDE GOOD SERVICE

be ready to learn a lot from them

SPA OPERATING COMPANIES:PROVIDE a lot of SOFT SKILLS TRAININGS

WORK on SERVICE STANDARTS

PROVIDE GOOD MOTIVATION PLAN to KEEP YOUR EMPLOYEES

and MEET YOUR BUDGET GOALS

be ready to learn a lot from them

BRANDS / DISTRIBUTORS:PREPARE MORE SPECIFIC and

EVIDENCE BASED SELLING MATERIALS

BE READY to ANSWER a lot of QUESTIONS

PROVIDE a lot of SALES TOOLS

be ready to learn a lot from them

RUSSIAN EMPLOYEE IS MUCH MORE EDUCATED

BUT LESS SERVICE & SALES ORIENTED.

INVEST IN SOFT SKILLS OF YOUR EMPLOYEE AND

YOU WILL WIN THE MARKET!

Have any questions about Russian Spa

market?

feel free to write me:[email protected]

THANK YOU!