Low Turnover for Success.
What Great Spa Leadership Really Looks Like!
If you ask me what success looks like in a spa operation, I won’t talk about retail ratios or average treatment rates - at least not first. I’ll talk about people. About the therapist who stays, the receptionist or attendant who grows, and the spa manager who inspires year after year.
Low turnover, to me, is the most underrated metric of success in our industry. It tells you the truth about what’s happening behind the scenes. It reflects the culture, leadership, and soul of a spa.
And yes, it’s entirely achievable with the right mindset.
Many learn it the hard way: High staff turnover is costly. Not just in recruitment and training time, but in lost energy, client trust, and team morale. Each departure chips away at the consistency of the guest journey and the emotional strength of the team.
In contrast, a low-turnover team creates stability. It fosters mentorship. It allows for genuine connection with guests and each other. Most of all, it nurtures a culture where people feel safe, supported, and proud of the work they do.
And that’s where leadership comes in.
Being a spa leader isn’t just about managing schedules or overseeing KPIs. It’s about leading with intention. Over the years I came to the conclusion of five qualities I believe define true spa leadership:
Vision – A strong leader creates a shared purpose. Teams want to know why they come to work beyond clocking in. A compelling vision anchors your culture and your decisions.
Emotional Intelligence – Understanding what motivates your team, what frustrates them, and how they feel heard is essential. Burnout often stems from emotional disconnection.
Empowerment – Giving your team the autonomy to shine. Involve them in decisions, ask for their ideas, and praise them in public.
Consistency & Fairness – Playing favorites or shifting expectations creates fear. Strong leaders build predictable, safe environments where people know what’s expected and know they’ll be treated fairly.
Presence – I don’t mean micro-managing. I mean being there. Showing up when it matters. Celebrating wins, and walking with them through challenges.
One of the most powerful transformations I witnessed was in a spa when I first arrived, the team felt disconnected. Turnover had been high for years. On paper, it was a beautiful property. But the heart was missing.
I decided to start by listening, not changing. I held one-on-one chats with every team member. I asked, “What makes you love your job? What makes you dread it? What would make you stay?”
Some answers were practical like “We need more structure in the roster.” Others were emotional “We never get recognized.”
Together, we created small rituals: team huddles, a “gratitude board,” even a monthly outings where also senior managers were invited to join helping me to acknowledge standout efforts. We introduced cross-training, so no one felt stuck. We organized training and re-training for the team.
By the next high season, we saw a significant reduction in turnover. The guest reviews improved. But more importantly, the energy shifted. Guests noticed. One even said, “You can feel that the people here love what they do.” That’s the true ROI! That’s the moment I felt the greatest pride.
If I can offer one piece of advice, it’s this: treat retention like your top KPI. Because the teams that stay are the teams that grow. They’re the ones who deliver unforgettable guest experiences. They’re the ones who elevate your brand.
Spa leadership is about connection. It’s about creating an environment where people feel seen, supported, and inspired to show up as their best.
Low turnover is not the end goal it’s the result of great leadership.
Let’s lead with purpose, compassion, and clarity. And let’s build spa teams that don’t just survive, they thrive.