Editorial Board   Guest Author

Mr. Wuttke

Mark Wuttke

Principal, The Wuttke Group

Mark Wuttke heads Wuttke Group, LLC, a world-class business development consultancy specializing in natural, organic and sustainable spa and boutique retail with an emphasis on the luxury market. He and his colleagues have assisted more than 15 natural and organic brands globally in their quest to attain and sustain authenticity. Mr. Wuttke’s current involvement includes worldwide market development and distribution for two Germany-based award-winning personal care product lines – Amala and Primavera. Wuttke’s experience includes 19 years as President/CEO in the USA and Australia within the wellness industry and more than 25 years of strategic and tactical management experience in operations, marketing and sales. He has been associated with luxury spas and high end boutique retail, specializing in biodynamic/organic skin care and natural medicines. Mr. Wuttke is often tapped by the media for his expertise and he is currently on the Editorial Advisory Board of Organic Spa Magazine, for which he authors an ongoing column called Stewardship. His byline appears in industry trade magazines worldwide. Mr. Wuttke is active in a range of industry organizations, including ISPA and he works closely with LOHAS (Lifestyles of Health and Sustainability), Green Spa Network, and Natural Beauty Summit in the United States and Europe. He is an international speaker and prolific author. The Australia native operates his business out of Atlanta, Georgia USA and resides there with his wife and two children.

Mr. Wuttke can be contacted at 404-441-4962 or info@wuttkegroup.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.