Editorial Board   Guest Author

Ms. Wolski

Leslie Wolski

President, Wolski Spa Consulting

With more than two decades in the spa industry, veteran Leslie Wolski brings a wealth of experience to her clients as a Spa Operations Consultant. Most recently, Ms. Wolski was the Spa Director at Villagio Inn & Spa, overseeing the daily operations for the luxurious 13,000-square-foot Spa Villagio and its staff of seventy-five massage therapists, estheticians, concierge and spa attendants, Ms. Wolski was directly involved in the design and development of the Spa Villagio project. Spa Villagio was recognized as a top resort spa by both Conde Nast and Travel and Leisure. Ms. Wolski has worked as a spa consultant to nationally-recognized full service spas and clubs nationwide. Her clients have included such notables as: The Houstonian in Texas; Ventana Resort & Spa in Big Sur, California; The Mayacama Club in Sonoma County, California; The Fairmont Sonoma Mission Inn & Spa in Sonoma, California; Turnberry Ocean Colony in Sunny Isles, Florida; and The Spa at the Hilton Cancun Resort, in Cancun, Mexico. Previously, Ms. Wolski worked as spa operations manager and then spa director, serving on the executive committee of the well known Sonoma Mission Inn & Spa in Sonoma, California. In her capacity with the hotel, Ms. Wolski oversaw the resort’s multi-million dollar spa upgrade and renovation, opening the new Sonoma Mission Inn Spa in 1999 to rave reviews. Boasting a passion for spa education, Ms. Wolski is an accomplished author of SPA – Refreshing Rituals for Body and Soul which was published in 2002 for The Body Shop. The book focused on how to care for yourself with simple treatments from around the globe that cleanse, relax and revitalize the body and spirit. Ms. Wolski is a former executive committee member of the International Spa Association (ISPA) board of directors, an instructor at The San Francisco Institute of Esthetics and Cosmetology in San Francisco, as well as, being a contributing writer to ISPA’s Pulse Magazine and SKIN INC. Magazine. Ms. Wolski also serves as a spa industry speaker. She holds a Bachelor of Arts Degree in Communications Studies, where she graduated with Cum Laude from California State University, Sonoma. The Santa Rosa, California resident is married with three children and enjoys spending time with family and training for triathlons in her spare time.

Ms. Wolski can be contacted at 707-953-2202 or lwolski@sonic.net

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.