Editorial Board   

Mr. Walter

Todd Walter

Chief Executive Officer, Red Door Spa Holdings

Mr. Todd Walter has been with Red Door Spa Holdings since July 2005, holding the positions of EVP & CFO, before being elevated to COO in March 2006 and ultimately to his appointment as CEO in October 2006. He has over fourteen years of financial restructuring and turnaround management experience. Prior to joining Red Door, Mr. Walter provided both financial and senior operating leadership to struggling companies in varied positions including: CFO and acting COO of Naked Juice, a privately-held, premium beverage company distributing through grocery store and mass-merchant retailers; CFO of Cluett American Corp. and Cluett, Peabody & Co., Inc., a branded apparel manufacturing and distribution company whose trademarks included Gold Toe Socks and Arrow dress shirts and sportswear; acting Vice President of Operations for MobileMedia Corporation, the nations then second largest paging and mobile telecommunications company; and Treasurer of a private, post-secondary education company. Mr. Walter is an alumnus of Alvarez & Marsal, Inc., one of the country's leading turnaround management firms. Prior to Alvarez & Marsal, Mr. Walter spent seven years in the commercial lending and workout field. He was a Vice President in Chemical Bank's Special Loan Group, where he was responsible for managing a portfolio of problem loans, and prior to that, he was a commercial loan officer for National Westminster Bank, USA.

Mr. Walter can be contacted at 203-905-1779 or twalter@rdspas.com

Coming up in April 2020...

Guest Service: First Impressions Matter

Hotels spend large amounts of money on marketing their operation and brand, but sometimes they fail to remember that guest service is the lifeblood of their business. It is outstanding guest service that allows a hotel to create an amazing and lasting impression, one that will remain with guests far beyond the duration of their stay. In pre-internet days, first impressions were formed the moment a guest walked through a hotel's front door. These days, first impressions are created long before a guest arrives at a hotel property. They begin when a customer visits a hotel's website or social media pages for the first time. When a guest connects with a property online, they immediately form an opinion of the hotel. First impressions matter and because of that, a hotel website should be mobile-friendly with blistering fast speed; it should be graphically appealing; and it should provide visual representation of the kind of experience a guest can expect. It is also vital to engage the customer; to actively solicit and respond to guest feedback. When a hotel personally engages with someone, it is demonstrating to other customers that guest opinions matter, and that management is willing to go the extra mile to provide superior guest service. Similarly, when a hotel sends out personalized emails with satisfaction surveys attached, it demonstrates that management values guest feedback, so that service can be improved at every level. Additionally, social media messages can be sent out prior to a guest's arrival to learn more about them, so their visit can be personalized. It's the small touches and details that are most remembered and appreciated. The April issue of the Hotel Business Review will examine what some leading hotels are doing to cultivate excellent guest service in their operations.