Editorial Board   Guest Author

Mr. Morris

John Morris

Director of WELL Spa and Salon at Grand Geneva Resort & Spa, Grand Geneva Resort & Spa

Director of the WELL Spa + Salon at Grand Geneva Resort & Spa, John Morris, joined the team with more than 30 years of experience working and managing spas and fitness centers throughout the eastern United States. Mr. Morris entered the industry working at the Amelia Island Plantation in Florida as the Director of Spa and Fitness and Tennis Operations. There he managed facilities used by 1,800 club members and coordinated several parts of the WTA Bausch and Lomb professional tennis tournaments. He also worked as the Director of Spa and Recreation at the top tier WaterColor Inn and Resort in Santa Rosa Beach, Florida, where he managed a staff of over 80 people and created and managed the ASBA's number one tennis center in America. Mr. Morris then moved to Essex, Vermont where he worked at the Essex Resort to design the spa, the membership plan and then coordinate the grand opening of The Spa at The Essex. Most recently, Mr. Morris has worked as at several top tier locations including The Serenity by the Sea Spa in The Hilton Sandestin Beach in Florida, Hawks Cay Resort under WTS International in the Florida Keys, and The Avani Spa at the Abbey Resort in Fontana, Wisconsin. In these locations, Mr. Morris has served as Director of Spa and Fitness where he has managed budgets of over $2.5 million, supervised and mentored staff, managed several successful redesigns and renovations, and landed several prestigious awards for the properties including Conde Nast and Trip Advisor accreditations. A Massachusetts native, Mr. Morris attended Boston College where he received his degree in marketing and minored in finance.

Mr. Morris can be contacted at 800-558-3417 or info@grandgeneva.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.