Editorial Board   Guest Author

Mr. McCarthy

Jeremy McCarthy

Director of Spa Operations, Development & Marketing, Starwood Hotels and Resorts

Jeremy McCarthy is the Director of Spa Operations, Development and Marketing for Starwood Hotels and Resorts where he is responsible for spa development across all of Starwood’s spa brands worldwide. Mr. McCarthy manages a portfolio of brands including Heavenly Spa by Westin, AWAY Spa by W Hotels, Shine Spa for Sheraton, Explore Spa by Le Meridien, and Iridium Spa for St. Regis Hotels and Resorts. Current projects include the new AWAY Spas at W Koh Samui and W Bali, the Heavenly Spas at The Westin Santa Fe in Mexico City and The Westin Pazhou in China, the Iridium Spa at the St. Regis Lhasa in Tibet and the Explore Spa at the Le Meridien Pyramids in Cairo, Egypt. Prior to joining Starwood five years ago, Mr. McCarthy was the Spa Director at the new La Costa Resort and Spa recently revived by a $140 million dollar renovation, which included the construction of a 43,000 square foot spa. Before opening the spa at La Costa in September of 2003, Mr. McCarthy worked 14 years for Four Seasons Hotels and Resorts, opening and operating luxury resort spas worldwide including the spa at the Four Seasons Resort Maui, named the number 3 resort Spa in the world by Conde Nast Traveler magazine. In addition to overseeing spa operations at Starwood Hotels, Mr. McCarthy has been heavily involved with the spa industry community, serving several years on the board of directors for the International Spa Association and speaking regularly at industry events including, ISPA, Leading Spas of Canada, NYSPA, WSPA, SpaTec, SpaExec, etc. He is also an avid writer as the author of “Become a Spa Owner” published by Fabjob.com and a regular columnist and contributor for “Pulse”, “LiveSpa”, “Organic Spa Magazine”, and “Positive Psychology News Daily.” He also writes his own blog on topics of psychology and holistic wellness at http://psychologyofwellbeing.com. He holds a master degree in Applied Positive Psychology from University of Pennsylvania. When he is not traveling around the world opening and operating resort spas, Mr. McCarthy enjoys surfing and beach volleyball and spending time with his wife Catherine and their ten-month-old son, Dylan.

Mr. McCarthy can be contacted at 914-640-8227 or jeremy.mccarthy@starwoodhotels.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.