Editorial Board   

Ms. Olsen

Casey Olsen

Owner, Spa Sources

Spa Sources of Palm Desert California is considered to be the premier health spa consulting firm with over 20 years of Designing, Managing, Equipping, Operating and Marketing spas. Spa Sources owner, Casey Olsen, managed the luxury properties of La Costa Resort and Spa in San Diego, Givenchy, one of the designer spas, the Spa Hotel in Palm Springs and was the National Spa and Marketing Director for the billion dollar company, Sporting Clubs of America. Ms. Olsen has managed staffs of over 140 and pampered movie-industry elite and captains of industry from around the world. While working within the Spa realm, Ms. Olsen provided the owners of these luxury properties a departmental profit ratio of over 50 percent, which is unprecedented in the industry. As one of the industry's foremost health spa consultants, Ms. Olsen provides invaluable guidance to developers planning their luxury resorts that include a health spa facility.

Ms. Olsen can be contacted at 760 341-3311 or spasources@earthlink.net

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.