Editorial Board   Guest Author

Ms. Hercik

Cecilia Hercik

Founder & President, C-Spa Consulting

Cecilia Hercik brings over 25 years of experience in resort and spa openings, both nationally and internationally, and has an extensive background in spa management and hospitality operations. She has worked for such companies as Ritz-Carlton Hotel Company, Aveda-Neill Corporation, Waldorf Astoria Resorts and WTS International Spa Consulting Company. A graduate of the Instituto Metropolitano of Lima, Peru and studies and certifications from the Florida Community College of Jacksonville, Florida; Ms. Hercik is fluent in both English and Spanish. She is also certified by the Global College of Natural Medicine as a Nutritionist Consultant. Ms. Hercik started her career working in various management positions with The Ritz-Carlton Hotel Company in Florida and has been with this company for 12 years, eventually becoming their first Executive Spa Director at The Ritz-Carlton Hotel in New Or-leans. She then spent the next two years as the Corporate Spa Director for Aveda-Neill Corporation overseeing 10 Day Spas before returning back to resort spa operations as the Director of Spa Sales & Operation for Spa Grande at The Grand Wailea, a Waldorf Astoria Resort. At Spa Grande, Ms. Hercik was responsible for overseeing the 50,000 square foot spa facility with its 200 workers and has been with the company for over 7 years. In September of 2011, she joined WTS International as the Regional Director of Spa Opera-tions for Hawaii responsible for overseeing the day to day operations of the award win-ning Kapalua Spa in Maui, a 45,000 square foot Destination Spa, and the Spa at Trump Waikiki Hotel at Oahu, a luxurious Boutique Spa. And now, owner and founder of C-SPA Consulting firm and Managing Partner at Lumeria Crystal Spa located in Lumeria Maui Retreat, Hawaii. Ms. Hercik is a member of the International Spa Association (ISPA) as well as a member and the Board Treasurer for the Hawaii Spa Association (Hi-Spa). She is also a member of Maui’s Hui Hoaloha, a dedicated group of successful women who represent a diverse cross section of the community and who continue to impact the lives of others through their philanthropy & Mana’olana Pink Paddlers -Nonprofit Organization against cancer.

Ms. Hercik can be contacted at 808-870-4692 or cecilia@cspaconsulting.com

Coming up in April 2018...

Guest Service: Empowering People

Excellent customer service is vitally important in all businesses but it is especially important for hotels where customer service is the lifeblood of the business. Outstanding customer service is essential in creating new customers, retaining existing customers, and cultivating referrals for future customers. Employees who meet and exceed guest expectations are critical to a hotel's success, and it begins with the hiring process. It is imperative for HR personnel to screen for and hire people who inherently possess customer-friendly traits - empathy, warmth and conscientiousness - which allow them to serve guests naturally and authentically. Trait-based hiring means considering more than just a candidate's technical skills and background; it means looking for and selecting employees who naturally desire to take care of people, who derive satisfaction and pleasure from fulfilling guests' needs, and who don't consider customer service to be a chore. Without the presence of these specific traits and attributes, it is difficult for an employee to provide genuine hospitality. Once that kind of employee has been hired, it is necessary to empower them. Some forward-thinking hotels empower their employees to proactively fix customer problems without having to wait for management approval. This employee empowerment—the permission to be creative, and even having the authority to spend money on a customer's behalf - is a resourceful way to resolve guest problems quickly and efficiently. When management places their faith in an employee's good judgment, it inspires a sense of trust and provides a sense of higher purpose beyond a simple paycheck. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.