Setai South Beach

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Setai South Beach Reviews

3 Reviews
3 Reviews

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    A beautiful property with questionable business practices.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee

    I have been working at Setai South Beach


    A sanctuary in south beach, celebrities often frequent this stunningly beautiful property. Clean uniforms and lunch cafeteria are provided for full time employees along with full benefits package to include health, vision, dental, 401k, paid vacation and paid time off.


    The hotel is managed by Trevi, a Texas based hotel management company after General Hotel Management (GHM) contract was terminated two years ago for its media attention about alleged mistreatment of employees and illegal business practices, allegedly. The problem is, the SOPs established by GHM are still in practice with Trevi in the spa. We are often expected to perform work duties on broken and faulty equipment, unsanitary conditions and new employees are thrown in without any protocol training from management while colleagues are given the responsibility of training and guiding new people with no additional pay or recognition. There is no lead therapist or head technician and both the supervisor and spa director have never worked in another spa before nor have they ever held any practitioner licenses so their knowledge base is extremely limited. Thier inexperience leads to misguided practices, a confusing spa menu, an unpleasant appointment booking experience and mistreatment of the practitioners. Employees are often not given lunch breaks because we are scheduled 7 hour (or less) shifts so legally a break isn't required according to labor laws, but because it's legal that doesn't make it right. Additionally practitioners are mislead about compensation, we are told that we receive 20%, plus tips. In practice, however, the hotel charges guests an additional 20% of the advertised price AS tip and calls it a "service charge". Then management discourages guests from tipping by saying "we already added 20% for your therapist". Guests often say "so tip is included?" The spa director trains front desk to say "Yes, we added it for you already". This creates impressive revenues for the spa with service costs ranging from $180 to $390. The cost of paying their employee's for the work performed is diverted onto the guests and the guests are mislead to believe they've left a tip when they haven't. This creates annimosity among employees and management and creates a rift between front desk and practitioners, understandably because the front desk is left with the responsibility of explaining to guests why the bill is presented like this:

    $180 Oriental Massage
    $36 Service Charge
    $___ Tip
    $216 Total.

    Making a reservation in an unpleasant booking experience because front desk is given the responsibility of booking the correct service matching guests expectations with what we offer in the menu and the correct pricing and policies information. The problem is, the prices are different depnding on the type of massage even if the duration of service is the same. But, they are not practitioners, their booking agents and the information they have is what ever is printed on the menu and because the types of services are extensive they often make mistakes that hinder the guests experience.

    Advice to ManagementAdvice

    Be fair to your employees. Make sure a licensed practitioner is part of the management team in the spa by promoting a Lead Therapist so we are represented when decisions are being made about our work conditions and policies. Stop misleading employees and guests about the payment structure, the way it's done currently is legal but that doesn't make it right. Make all 1 hour massages the same price regardless of type so that the booking experience is more pleasant for guests and easier for front desk agents. Pa your practitioners 20% commission as promised and get rid of the service charge so guests can determine the amount they want to leave their therapists. The hotel should not mandate that the guests pay the employees salary, that's the responsibility of the hotel, allow the guests to determine how much to tip in addition, if at all. Present the bill like this:

    $210 One Hour Massage
    $___ Tip
    $___ Total

    Guests would be happier, front desk would have an easier more seamless booking strategy and practitioners would be paid fairly and the hotel would still generate impressive revenue.

    I have so much more to say but this would be a good start.

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