Pulse March / April 2018 - Page 29

“It is amazing not to be stressed out about staffing issues. It’s actually blissful!” — cHristiNE MaclEod, director of Spa, Fairmont Jasper Park Lodge, Jasper, canada volunteer within the community together once a month. We absolutely adore it.” Speaking a bit on other industry challenges, MacLeod mentioned that while staffing has improved immensely, retail is the arena to be tackled next. “Retail is always a challenge,” she says. “But it’s on the rise for us. For most spas, retail presents a huge oppor- tunity for revenue that can always be improved, and that can only be accom- plished with your staffing pillar.” n after four years of carrying out the $1,000 sign-on bonus, only three people have left and had to pay back the bonus. “It is amazing to not be stressed out about staffing issues,” MacLeod laughs. “It’s actually blissful!” leading a Happy team MacLeod also has an open-door policy with her staff, where she conducts monthly team-building gatherings and activities. Effective communication is at the forefront of sustaining her valuable team. When things get busy (as they frequently do), she makes a point to conduct monthly one-on-ones with each employee to ensure they are on the path to success. The more open you are with your employees, the more open they will be with you. MacLeod has proven that if you make it known from the very beginning that you have their best interests at heart and are willing to accommodate their requests if they are willing to work hard— and stay with you! Retention for MacLeod is also based on ensuring her staff is happy, which has proven successful by listening to their ideas and involving them in decision- making. She noted that in the New Year, the Fairmont Jasper Park Lodge will be moving more in the direction of self-led teams. “We want our employees to know that their opinions matter,” MacLeod remarks. “We are executing more of a collaborative environment: having employees lead their own meetings without management, having their opinions truly heard, and coming up with the best resolution to be approved.” MacLeod commented that her employees were “extremely energized” and “very happy” upon word of the self- led plan, explaining that it is her priority to make them feel more valued. “We promote a ‘family’ environment,” she notes. “We go on one outing per month with no talk of work, and we also sPa QuicK facts spa open date: october 2010 facilities/amenities: 10 treatment rooms including two couples suites, nail salon, hair salon, Reflections Lounge, full-service fitness facility, eucalyptus steam rooms, saunas, 20 person outdoor hot tub and outdoor pool (both with stunning view of Lac Beauvert and the Rocky Mountains), food and drink offerings. Percentage of guests (male vs. female): Male 26% vs. Female 74% Number of full-time spa staff: 20 spa, 12 recreation (summer) Product lines used: Kerstin Florian, Tata Harper, jane iredale, Eufora Most used marketing channel: Social Media Website: myfairmont.com/jasper/spa facebook: FairmontJasperParkLodge instagram: @fairmontjpl twitter: @fairmontjpl March/April 2018 ■ PULSE 25