Editorial Board   Guest Author

Mr. Collier

Cary Collier

Principal, Blu Spas, Inc.

Cary Collier, a native Texan with degrees in Marketing and Finance, has held positions as Managing Director, Director of Projects, or Spa Designer and Planner for spa projects around the world since 1984. He is concurrently principal of Blu Spas Inc. and principal of Collier & Collier Spas. While living in Hong Kong and Bali, Mr. Collier and his wife Kim founded Collier & Collier Spas in 1990 and are credited with pioneering the spa industry in Asia. As Blu Spas’ principal designer, Mr. Collier has worked on over 250 spa projects in 25 countries planning, designing and managing spas for owners and developers of hospitality, residential, mixed-use, and retail projects, primarily start-ups or renovations for upscale hotels and resorts, ranging in size from 25 rooms to 3000 rooms. Mr. Collier was one of the founders of the ISPA (International Spa Association) Asia Pacific and served as Vice President on the Board of Directors and Advisory Board for Asian Spa Summits. He has been a speaker and panelist for Cornell University’s spa conferences, Global Spa Summit, General Manager and Spa Director Conferences for Four Seasons and Marriott, and for ISPA conferences in the USA and Asia. Mr. Collier also served on Sanijet Corporation’s Spa Industry Advisory Board. In design collaboration with Sanijet, the ‘Cary Collier Collection’ of luxury whirlpool spa baths was launched in 2006. In 2007, this collection was expanded to include spa loungers and treatment tables from Living Earth Crafts for spas, hotels and resorts. Mr. Collier contributed as an advisor for the publications Tropical Spas of Asia (1999) and 100 Best Spas in the World (2001) and has been featured in, or authored, contributed to numerous articles for spa, lifestyle, hospitality, design and travel magazine publications.

Mr. Collier can be contacted at 562-312-9722 or cary@bluspasinc.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.