Editorial Board   Guest Author

Mr. Tompkins

Michael G. Tompkins

Executive Recruiter, Hutchinson Consulting

A visionary leader in the luxury hospitality, wellness, and spa industries, Michael G. Tompkins has led celebrated brands to success for more than two decades. He transitioned from healthcare to hospitality with Canyon Ranch Health Resorts as part of their executive management team. Then as Vice President of Hotels and Spas for Turning Stone Resort and Casino, he led their team to be the first property in US history east of the Mississippi to have two Four Diamond AAA Hotels, garnering Best New US Spa for Skana Spa and earning New York State Hospitality Associationís Hotel Executive of the Year. From there he helped reposition Miraval Resorts in Tucson, AZ starting as General Manager then promoted to President/ CEO of Miraval Resorts. During his seven-year tenure at Miraval, Mr. Tompkins led the brand to an unprecedented 46 industry awards in one year, building one of the most successful hotel real estate projects in the country, the Villas at Miraval, and creating strategic partnerships with National Geographic, Dr. Andrew Weil Integrative Wellness Center, and the Miraval Life in Balance Spa with Clarins. After assisting in the successful majority sale of the Miraval brand, Mr. Tompkins repositioned Hilton Head Health in 2014 and 2015 building Indigo Spa, 2015ís Best New US Spa. He is a former Board member of the University of Arizona Science Dept., a Founding Board member of the New York State Spa Promotion Alliance, and Immediate Past Chairman of the International Spa Association where he has served on its board for six years. Currently an executive recruiter with California based Hutchinson Consulting, he helps build leading teams for luxury hospitality and spa brands. Mr. Tompkins is also a partner with Huffman Hospitality Concepts, consulting on hospitality, spa and wellness projects across the US. He is author or contributing author to five books on health and wellness and is a sought after global keynote speaker. Please visit http://www.hutchinsonconsulting.com for more information.

Mr. Tompkins can be contacted at 707-935-9760 or michael@hutchinsonconsulting.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.