Published: 17 June 2021

Here’s how to retain your best staff in the long run.

Staff working in a health club and day spa have skills that are unique to the hotel environment.

For over thirty years, Mosaic has helped grow health clubs and day spas within hotels. The contract management service we provide is currently operating across 20 sites with almost 400 staff.

If you need to increase your spa revenues or maybe add a spa to your facility, this summary is for you.


Why outsourcing can be more successful

There are a number of reasons why experienced contract management can make a positive difference to a hotel’s bottom line.

The biggest would be staffing. Generally, the staff working in a health club and day spa have skills that are unique to the hotel environment.

This means their career progression is dependent on waiting for one of their senior managers to progress, and if this doesn’t happen staff will look to switch job roles to work in other departments within the hotel or leave the business altogether.

That might be OK for some people. But we’re talking about your business here. Your hotel. And long experience has taught us that better results can be achieved for you by providing staff with a clear career path and progression plan.


Recruiting from within

We are proud of the fact that across the 20 sites, 80% of our managers were promoted into senior positions rather than recruited into the role from outside of our business. Clients also enjoy the stability of knowing that the average length of service with Mosaic amongst the senior team helping them is over 15 years.

That’s down to having a clear plan plus lots of training. Their skills are developed and there are opportunities to move between the 20 sites. This creates plenty of opportunities for staff to further their career, carrying the same Mosaic success ethos no matter which hotel they are proudly serving.


Why we invest so much in spa staff training?

“What happens if you train someone, and they leave?” We usually reply with, “What happens if we don’t train them, and they stay?!”

There’s an excellent quote here from Sir Richard Branson, which I agree with 100%: “Train people well enough so they can leave, treat them well enough that they don’t want to.”

By providing a detailed training programme and a defined career path, Mosaic finds and keeps the best staff, which gives the health clubs and day spas we manage the best chance of success. A career is not simply about promotion.


Let’s look at staff in spas.

We often see the situation where the best therapist gets promoted to Spa Manager.

The reality is you take the person in a practical role delivering fantastic treatments and put them in an administrative, back-of-house position that requires people management, cost control and revenue targets.

All areas they have little experience or training in. Meanwhile, you’ve replaced them as a therapist with someone who is not as good, so your guests lose out too and don’t recommend you or come back.


The best therapists don’t always make the best spa managers

At Mosaic, we resolve this challenge in two ways. Firstly, there is our spa academy. This enables those therapists who want to become managers to learn the skills they need before they move into the Manager position.

Secondly, there is our spa accreditation programme. This recognises those therapists, who are great at their job. A series of tests and assessments means the best therapists get to our gold grading, which provides them with the chance to earn more money and mentor those up-and-coming therapists. All of which they can do whilst still delivering great treatments to your guests and building your reputation and repeat business.

Recognition encourages them to stay with the business, meaning we keep the best staff for our clients for longer.


So, there you have it!

How our staff can make a difference to the profitability of your hotel health club or spa.

If you’re interested in finding out first-hand how our team could help grow your business, why not start by trying one of our special offers? Get in touch if you’d like to know more.

By working together, we can make you more profitable. In fact, we are so confident, we only charge according to our ability on delivering that.

Published: 17 June 2021