Spa leadership using active management principles

Jun 09, 09 | 1:58 am

By Shirley Meerson

"The key to successful leadership today is influence, not authority"  says Ken Blanchard co-author of one of my favorite books:   The One Minute Manager. 

Influence.........not authority....hmm.....reflect on that... 

And now think about this:  what is your management style?  Are you a good and effective leader?

Are you providing direct practical experience in the operations and functioning of your spa and wellness facility? 

Are you hands-on?  Does your management style allow you to participate in issues ‘on the floor' ? Or in contrast - are you more rigid and distant in your management style ?  

The discussion here is on what I call ‘Active Management'. It is a reminder to all of us, of the importance and influence that this can bring.

Active Management are my words. It is a style that I recommend to integrate into how we live, work, and succeed within our spa and wellness environments.

While this is not something that is needed or required 24/7 it is an invaluable piece for the success of your business.

To clarify: I am not speaking of the financial term of ‘active management' which is also called active investing and refers to a portfolio management strategy. 

I am speaking to - a concept to add or revive within your style of leading and managing.

My suggestion is to think of Active Management as a type of therapy or training.

Biomechanics and exercise physiology are used in fitness and also in massage therapies.  Range of motion exercise - ROM - is the putting of a particular joint or muscle group through its full range of normal movements.  In order to assist with the movement - it can be done actively or passively - and by other means.

One type of physical therapy is called: AAROM = Active Assistive Range of Motion.

Active-assisted ROM exercises are done by the person and a helper.

It is for people who can move their muscles with a little help or who can move their joints but feel pain when they do. People move their limbs themselves, but a therapist or trainer helps them do so by hand or with bands or other equipment.

You are the manager in your facility of spa, fitness, or wellness.  You create an AAROM to the energy of your facility.  Actively get involved.  Therefore, you - the manager - are doing similar as when a therapist or trainer does active assist exercise to achieve a better range of motion, ROM. 

The dictionary has dozens of definitions for the word active: engaged in action - characterized by energetic work - participation - busy - progress - motion -

capable of exerting influence - requiring personal effort or attention.

Do any of these words speak to your leadership style...?

How can a person develop into a manager, who then is actively assisting the energetics within their facility? 

Here are a few ideas. 

It is most important to bring your self, out of the office, and on to the floor - and by giving a hand in situations - this will boost staff motivation and morale.

I am speaking of taking time from your day and it need not be every day that you do this.  It couldn't be every day = impossible.  We as spa managers and directors, have to juggle a job description that requires us to be supernatural magicians.   Seriously - we must be excellent at the ability to multi-task.  Also superb at time management skills.   And with the stream of interruptions that we balance day in and day out - we need to remain as patient and in good humor as a highly paid comedian in Las Vegas.   And we can.

It is said that effective leaders use a myriad of leadership styles that are adaptive and flexible.   Basically, leaders are able to morph when presented with a plethora of situations.

Now - I suggest that you add another dimension, another spice to the mix.  Become an ‘Active Manager'.  

Make informal visits around to the work areas and listen to your staff, your team. The purpose of this exercise is to collect qualitative information, listen to suggestions and complaints, and keep a finger on the pulse of the organization. 

Why not also go to the staff lounge areas - as I have done.  You'll be surprised at the reactions and information that you can glean.  Little bits of information can be very useful....as situations unfold. 

You can actually ‘shadow' your staff...well sort of...and they do not know it.

Another idea is to help out occasionally in regular tasks - because it will reinforce all of the training that the team has had - previously done by either you or an outsider.  Five star service is all about details and skills.  Reinforce those details. 

Often, I have found that staff do like to be shown to create things in a more beautiful or positive way.

Or - if appropriate, you can use the time and episode to strengthen those brand standards.

Results will speak for themselves.

Part of your team will see you as a human being....more approachable.   You know that quasi ‘open door policy' - really is a bit stiff.  It is a very overused term. And that style is really lacking.

Of course - there will be some on your team - ‘the ‘manipulators' - who will think that this is their ‘in'.......to ask for favors and things. It is easy for you to deflect this - I have.

As an ‘Active Manager' be natural and relaxed.  And genuine.  Make sure that you are not doing it to motivate by fear.  That your presence is not intimidating. 

We - as managers have got to participate.  However, this approach is not something that is easily taught.

It is a natural intrinsic trait for some and for others it is just, ‘too much'. 

Or in some countries it is thought of as not a good thing = ‘must hold that line' and keep that distance.  This is somewhat true to retain the respect of your team and holding of the line should be there.   But you can have the intelligence to intuit the balance.

To be a good effective leader is a continuing process of self-study, education, training, and experience.  Try the ideas in this discussion - in what ever ways fit you and the situation.  The outcome will be the same.

To inspire your team and increase the level of accomplishments and cooperation. 

Do you want to be a leader or a boss...?

In Wellness

Shirley


About the Author

Shirley Meerson, NCTMB, CHT, is the Owner of White Star Wellness (www.whitestarwellness.com) an international company serving the spa and wellness industries.

From Bollywood to Nanjing Lu - from Tala Bay to San Francisco Bay - from palaces to political locales - Shirley is the Indiana Jones of spa operations.

Shirley Meerson has a career and lifelong passion in the spa, health, and wellness industry that spans for over twenty years. During this time she has embraced the challenge of relocating to distinct destinations around the globe.

Shirley has taken projects from pre-opening of both spa and fitness through to stabilization phases. She has led multi-cultural teams to achieve awards and international acclaim.

Her specialties lie in spa and wellness developments and operations. And in natural health, healing technologies, staff training, and cultural integration.

Shirley has contributed to worldwide publications for over a decade - writing on spa management, beauty, health, travel, and living well. She is presently completing her first book.

If you are looking for impartial advice and freedom from long contracts, operational assessment, and excellence from a hands-on manager - then contact Shirley Meerson at: shirley@whitestarwellness.com.