Editorial Board   Guest Author

Mr. Grenoble

Mark Grenoble

President, Enchantment Group

Mark Grenoble is the President of Enchantment Group. He founded the firm in effort to meet the growing market demand for providing proven experience in developing and managing all aspects of resorts and spas. Currently, Enchantment Group’s portfolio includes Enchantment Resort, Mii amo, the Tides Inn, and the Golden Eagle Golf Course in Irvington, VA. Mr. Grenoble draws on a unique collection of skills that encompasses every facet of resort operations, from creating concepts, pre-opening strategies and systems for all departments to managing effective recruitment, training and retention programs, and developing highly profitable retail design and merchandise programs. Mr. Grenoble and his Mii amo team pioneered a number of destination spa industry firsts: first to create common guest arrival and departure days that maximize occupancy and revenue; first to feature full 60- and 90-minute treatment sessions, and first to offer alcohol, including organic and biodynamic wines. Mii amo was named “World’s Best Destination Spa” in 2007 and 2009 by the readers of Travel + Leisure magazine. Also named in the 2009 Travel + Leisure World’s Best Survey, Enchantment Resort was ranked the #1 Resort in Arizona and the Tides Inn was ranked the #1 Resort in Virginia. Prior to joining Enchantment Resort in 1993 and developing Enchantment Group in 2007, Mr. Grenoble served as Vice President and General Manager of a major real estate development and management company and managed a $250 million real estate portfolio. In addition, he has held sales and operational positions with Omni Hotels, Americana Hotels and properties in New York, Hawaii and California. In 2009, Mr. Grenoble was named Arizona’s Tourism Champion of the Year by the Arizona Governor.

Mr. Grenoble can be contacted at 480-264-3015 or mark@enchantmentgroup.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.