Editorial Board   Guest Author

Ms. Kyricos

Mia Kyricos

Founder and President , Kyricos & Associates, LLC

Mia Kyricos is president and founder of Kyricos & Associates, LLC, a boutique advisory firm providing strategic guidance to wellness-driven hospitality, tourism and lifestyle companies. Most recently, Ms. Kyricos was Chief Brand Officer of Spafinder Wellness, Inc.®, the world’s largest marketing, gifting and incentives company for the wellness industry, where she created the company’s core “Wellness 365™” brand philosophy offering expertise across (8) categories of wellness (Fitness, Nutrition, Healing, Mindset, Beauty, Play, Caring and Relationships) and founded the global Wellness Travel Awards program. She also served as the company’s spokesperson and oversaw marketing, advertising, strategic partnerships, communications and research, including its well-known State of Wellness Travel and Global Spa and Wellness Trend Forecasts. Previously Ms. Kyricos was vice president of Core Performance, the workplace wellness division of EXOS, where she directed company operations and related deployments on the campuses of Fortune 500 clients. She also served as director of global spa brands for Starwood Hotels and Resorts Worldwide where she created (6) international spa brands for the corporation’s Le Meridien, Sheraton, St. Regis, Westin, W and Luxury Collection hotel brands, and oversaw the Starwood Spa Collection marketing program, inclusive of 60 premier hotel/resort spas across 26 countries. With over 20 years of experience including work for other lifestyle brands including Canyon Ranch Health Resorts and Exhale Mind Body Spas, Ms. Kyricos is a globally-respected business leader and wellness travel and lifestyle expert. She is a frequent speaker and contributing writer to hospitality, tourism and wellness-related publications and associations worldwide. Her work and expertise has been featured in popular business and trade publications including The New York Times, CNN, Smart Money, The Skift Report, Real Simple, Hotel Business, Travel Weekly, Lodging, Spa Business, Spa China, Market Watch, Healing Arts and more. Ms. Kyricos holds a Masters of Management in Hospitality Administration (MMH) from Cornell University, and a Bachelor’s Degree (BA) in International Relations from Wheaton College. She sits on the Boards of the Global Wellness Summit (GWS) and the University of California Irvine (UCI) Spa Management & Hospitality Certificate Program, is Chair of the Wellness Communities Initiative for the Global Wellness Institute (GWI) and serves as a US Ambassador for Global Wellness Day. Please visit http://www.kyricos.com for more information.

Ms. Kyricos can be contacted at 207-200-3683 or mia@kyricos.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.