Russian staff
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MAIN DIFFERENCES OF RUSSIAN STAFF specifics of the Russian spa staff motivation and training
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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!
