Corporate Culture - Myoka Spas

Spa managers:

Lotus spa, Five senses spa, Dolmen spa, Golden sands spa

Conclusion

There is a clear difference between 'Myoka' and the different outlets...

Spa outlets

In the spa outlets there is a clear FAMILY structure...

Myoka as a company has a more EIFFEL TOWER based structure

There is high respect for relationships with co-workers, customers, owners, suppliers, the community and the environment... (van Melle)

Tasks are meticulously predefined and described... (van Melle)

Each higher level has a clear and demonstrable function of holding together the levels beneath it... (Trompenaars, 1997)

... You need to bond with every client that comes in, and make them feel at home. Moreover, we have very good, almost friendship-like relationships with co-workers and suppliers.

... For all the treatments there is a detailed list with all the procedures that are involved. In addition, for the management, everything is clearly written down. When opening and closing, there is a checklist that needs to be ticked.

... As could be seen before there is a clear hierarchy. Every manager has to report to the boss, he is the only one who does not has to explain himself to anyone.

Flexibility & discretion is more important than stability and control... (van Melle)

The leader is regarded as a caring father who knows better than its subordinates what should be done... (Trompenaars, 1997)

The goals of the company are more important than the person... (van Melle)

... The manager, is like a caring mother for the spa. She knows everything. Although, she makes all the decisions within the spa, it does not feel like she is the high boss, and she creates the feeling of a family amongst all the employees.

... A client had a bad experience at another outlet, but to minimize the damage, he was offered a treatment at our spa. But since we were fully booked, a therapist who was off that day, had to come to work real quickly, and give him the massage.

... Last week, one of the therapists got fired because he had burned a client during one of the treatments. The company goal is to create luxurious and excellent spa experiences. Therefore, it cannot be afforded to burn a client. To send a direct message, also to the client, we had to let him go.

Advantages:

Disadvantages:

• Change in power is highly political
• Danger of intra-”family” conflicts
• (You are promoted based on who you are)

• The boss is always well-informed
• Very close personal relations among employees
• High amount of trust
• (Company takes family into consideration when it comes to income and housing)
• High priority in effectiveness

Advantages:

Disadvantages:

The lewis model

(van Melle)

• Clear role divisions in the organization.
• All tasks are clearly stipulated so no room for ambiguity.

• People cannot quickly deal with change.
• Everything needs to be formalized and described; new procedures must be laid out  high level of bureaucracy
• Lack of dynamism
• People are precise & meticulous. When things are not spelled out in detail it gets on their nerves

• Employees highly appreciate the company for the good working environement.
• The manager will always thank everybody for their hard work during the day.

(van Melle)

Myoka has a Linear-active culture

Organisation: The spa is like a ship; without captain it will sink, but without sailors it will sink too.

• Employees are happy and proud when they reach their target. The spa manager also motivates them.
• A new therapist had sold a lot of products in one day and everybody congratulated him with it.

• Employees comply with this. They love making guests happy and let them escape the modern world for a moment.

Organisation: Delivering a spa experience and make guests feel like Kings & Queens.

Organisation: Sets daily targets for therapists & monthly targets for spa outlets.

Task Oriented : Total value of treatments, percentage of retail, courses and re-bookings per therapists. Set targets accordingly in order to reach monthly targets.

View on destiny, goals and purpose

Straightforward discussion: 'I understand, but my answer is no, now get back to work.'

Employee concerns: The job is very stressful and asks a lot of energy, mentally and physically.

Therapists:

Have to reach targets, set by spa manager

things. However, when they are both present, everybody only listens to Sabina.

Employee wanted to go on vacation and already booked the flight tickets. However, this caused huge planning problems. Therefore, he had to cancel his flight.

• Very proud: 11 hour long working days, without complaining. Employees are always happy.

Rely on facts and figures: With each phone call, we need to ask how they heard about Myoka. With each offer made, we monitor if successful yes or no. If not, the offer will be discarded.

Sabina is like the mother of lotus spa. She knows everything and although she is like the 'boss' she feels more like a good friend. When she is away, Thomas takes care of

Marketing has a new offer: free body oil with every panpuri treatment. Spa mangers need to order more oil.

Office:

Operations, finance & marketing

Managers : Sabina - spa manager, Thomas - assistant spa manager.

Jean decided to enhance targets with 10% instead of 5%. Spa managers considered it too much, but Jean insisted.

Managers & therapists

Jean :

Boss, everybody does as he says

• Employees expect Myoka to take care of them: Visa request had been denied for one of my colleagues, she expected Myoka to solve the problem for her.

Myoka Lotus Spa

Brief communication: Quickly respond to e-mail, telephone calls and customer requests.

System of authority

Relationship

between employees

and the organisation

'SWOT analysis'

'Daily targets'

'Performance appraisals'

3 aspects to consider

'Management by Objectives'

Trompenaars

'Cost control'

Thank you for your attention

Now we now more about the company, lets focus on the corporate culture.

4 outlets, spread across Malta

What Myoka offers:

• Body treatments

• Facials

• Hand & foot treatments

• Body wraps

• Holistic treatments

Mission statement

To design Spas & Experiences which promote mental an d physical holistic wellbeing which exceed our guest expectations.

To develop a positive working environment which values equality, genius care, development and passion amongst team members.

To respect our customers and work place with utmost integrity. Treating our guests like Kings and Queens, treating colleagues like family and treating our work place like our homes.

Lotus Spa

Our leadership is committed to positive reinforcement, training, communication, teamwork, involvement and professional work ethics in the genuine interest of our long term success.

Other information :

Employees come from:

• Founded in 1977

Bulgaria

China

France

Japan

• Myoka has its own training institute, to train their own body & beauty therapists

Serbia

Ukraine

India

Thailand

Tunis

Ireland

Spain

Malta

Italy

• Close partnership with Marion Mizzi Spas and Slimming Clubs

The Netherlands

Turkey

Russia

Intern Assistent manager at Myoka Lotus Spa, Malta

Marjolein Toemen

2074146