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




Maria Filatova
development 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
RUSSIAN EMPLOYEES
     How do they differ?
   What makes them tick?
How we should work with them?
3 MAIN THINGS
   you should know
about Russian Spa staff
1. precise specialization
spa therapist over the world
              =
 spa technologist in Russia
spa technologist
                providing body treatments

                           a) spa masseur
                               mostly massage
                    sometimes hamam, peelings, srubs


                         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 specialists
             providing 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 doctor
                specialist with higher medical education
  medical-based facials, laser cleaning, mesotherapy, injections, medical
                                peelings, etc.
                  NB: Only in spas with medical license!
spa coordinator
 spa 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
Minimal Level of Education

                          Spa        body                     cosmetolog       spa
                                                esthetician
                         masseur   specialist                     ist      coordinator

basic education

medical college            *           *            *                          *
natural science
university                 *           *                                       *

sport academy              *           *                                       *

medical university                                                *            *
professional education
official massage
courses                    *           *                                       *
official cosmetology
courses                                             *             *            *
widespread higher education
your housekeeping
may have a masters degree in chemistry



           your receptionist
      will have a legal education
3. motivation systems
most popular system



     fixed salary + % of treatments provided
                minimal 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!
Have any questions
 about Russian Spa market?

     feel free to write me:
filatova.m@trendcosmetics.ru


        THANK YOU!

More Related Content

Russian Spa Staff

  • 1. MAIN DIFFERENCES OF RUSSIAN STAFF specifics of the Russian spa staff motivation and training
  • 2. Good Afternoon! Maria Filatova development 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
  • 3. RUSSIAN EMPLOYEES How do they differ? What makes them tick? How we should work with them?
  • 4. 3 MAIN THINGS you should know about Russian Spa staff
  • 6. spa therapist over the world = spa technologist in Russia
  • 7. spa technologist providing body treatments a) spa masseur mostly massage sometimes hamam, peelings, srubs 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)
  • 8. facial specialists providing 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 doctor specialist with higher medical education medical-based facials, laser cleaning, mesotherapy, injections, medical peelings, etc. NB: Only in spas with medical license!
  • 9. spa coordinator spa 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.
  • 11. mandatory medical education for all types of spa specialists
  • 12. Minimal Level of Education Spa body cosmetolog spa esthetician masseur specialist ist coordinator basic education medical college * * * * natural science university * * * sport academy * * * medical university * * professional education official massage courses * * * official cosmetology courses * * *
  • 14. your housekeeping may have a masters degree in chemistry your receptionist will have a legal education
  • 16. most popular system fixed salary + % of treatments provided minimal wage 200-500 USD + 25-30% (up to 50%) of generated money income received from provided treatments
  • 17. fixed salary + bonus for meeting the profit goals 50% fixed + 50% bonus for meeting the monthly planned goals (money income received from provided treatments)
  • 18. 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
  • 19. WHAT DO THESE MEAN?
  • 20. 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
  • 21. SO WHAT SHOULD YOU BE READY FOR ?
  • 22. 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
  • 23. 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
  • 24. 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
  • 25. RUSSIAN EMPLOYEE IS MUCH MORE EDUCATED BUT LESS SERVICE & SALES ORIENTED. INVEST IN SOFT SKILLS OF YOUR EMPLOYEE AND YOU WILL WIN THE MARKET!
  • 26. Have any questions about Russian Spa market? feel free to write me: filatova.m@trendcosmetics.ru THANK YOU!

Editor's Notes

  1. Ladies & Gentlemen! Thank you for being here with us and for your interest to our market.First let me introduce myself and tell just few words about my experience .So as you see I was lucky to work with all these international companies who entered the Russian market. And one of the first questions always was following:
  2. every staff member in Russian spashas a very precise job description and provides only specific spa treatmentsjob title may differ from spa to spa, so there are still a lot of mess about these on the market. but last year with the help of Spa & Wellness Council we agreed on the following terms
  3. The person, who is called spa therapist over the world, can not be called so in Russia. As the word therapist is used only for the medical doctors. So we consider calling these position spa technologist
  4. Spa masseur: spa specialist, who uses one or more spa technologies, usually only massage (classical or sport, sometimes also special or exclusive techniques). Sometimes he provides also / or only hamam treatments, peelings and scrubs. Medical massages only in spas with medical license.body specialist:spa specialist, who provides one or more spa services - specifies on spa massage and exclusive techniques, spa-rituals, peelings, wrappings, thalassotherapy, etc. Machinery treatments: LPG, Vichy shower, hydromassage, press-therapy, etc. Usualy no facials (only as additional express service)
  5. beauty specialist \\ esthetician:spa-specialiasts, who specialize on providing spa facials, masks, soft peelings. Machinery: UF cleansing, vaporisation, phonophoresis, miostimulation, etc.Not invasive methods!Cosmetologist: specialist with higher medical education, doing more medical-based facials, laser cleaning, mesotherapy, injections, medical peelings. May provide these treatments only in spas with medical license.These kind of therapy is very popular in Russian, as our clients are very result-oriented, so the demand for medical treatments, providing good visible results, is very high.
  6. spa specialist with higher medical education, who makes medical and functional diagnostics for the first time clients and coordinates spa program. May also provide some treatments himself.
  7. due to the Russian laws medical education is mandatory for all types of spa specialists
  8. The minimal level of education needed vary depending on specialization. For spa technologists it can be medical college, natural science university of sport academy. Also official massage education is needed.For esthetician it should be medical college plus cosmetology coursesCosmetologist needs higher medical license, preferable in dermatocosmetology faculty, and official cosmetology coursesAnd spa coordinator can have any kind of education, but if he provides some kind of treatments he should have the according education.
  9. The second specific of all Russian staff is widespread higher education.
  10. This is a very interesting phenomena: in Russia there are a lot of people with higher education. And usually they are working in absolutely different fields than they were educated to.First reason is that after 90s, when perestroika continued and SovUnion dissolved, a lot of people lost there jobs due to the high rate of unemployment . So a lot of people with higher education tried to survive, working on a low level job. Second, after 90s a lot of universities and institutes appeared, so desirable higher education became much more affordable. A lot of young people nowadays have a higher education in legal and financial sectors, but as the quality of education is poor and their interests are laying not in the field of education, and Spa is interesting for them, you may find that lady on the reception has highr legal education. But what is important, that these level of education creates much more higher expectations and level of self-confidence
  11. Next:Motivation systems also differ in Russia.I will not go much in details now, but the most popular systems are the following
  12. Fixed salary + commission of treatments providedminimal wage 200-500 USD plus 25-30% (up to 50%) of generated money income received from provided treatmentsThis is the most popular system and I think like 95% of our clients use it
  13. Next system is used rarely, but more and more spas are coming to it.So the staff member monthly receives his fixed half and second part of salary if he meets the planned profit goals
  14. These system you can find in a highly profitable, long working spas.Staff member receives half of his salary fixed and half as a bonus for meeting KPI goals. It can be profit reached, level of service, good team work or any other.
  15. These are 3 main differencies.So what do these mean, when coming to life?
  16. If I should describe main differences of Russian staff in 3 words, I would say, that they have.
  17. Work hard on your service standards as you will meet the reistance