Spa Therapist Sequence of Service
Learning Solution: Staff onboarding
Skills: Instructional design, video editing, graphic design, needs assessment
Tools: Canva, iPhone camera
Process Overview
Client description
5-star spa in a luxury hotel
Pain points
- Spa therapists trained the newcomer in between seeing clients. Because of this, the training was rushed as they tried to fit in as much as possible before their next client.
- The spa was brand new so there were no existing training materials.
Process
This upscale spa had very specific procedures spa therapists had to follow when interacting with guests. I broke down the process into three sections:
- Pre-session
- During session
- Post-session
I outlined the steps involved in each section and included Forbes standards throughout. This reinforced the usage of specific terms and processes vital to maintaining the elite 5-star designation.
To maximize time, I designed a hybrid training. Prior to the in-person training, the newcomers reviewed the slides and videos. This allowed for us to spend more time working on soft skills and hands-on aspects of the job.
Project Features
