Editorial Board   Guest Author

Mr. Stoup

David Stoup

Chairman, Trilogy Spa Holdings, LLC

David Stoup is the Chairman of Trilogy Spa Holdings, a boutique spa management company dedicated to leveraging international beauty brands and its owned brand portfolio to create unique high performance hospitality spa environments in four and five star properties. Examples include the Guerlain Spa at The Plaza, and Well & Being at the Fairmont Scottsdale Princess. Mr. Stoup is also the Co-Chairman and CEO of Healthy Lifestyle Brands, LLC (HLB), a pure play licensing company, whose mission is to be the leading resource for education, information, products and services based on the principles of integrative medicine. Healthy Lifestyle Brands is the owner of the website www.drweil.com, the leading Integrative Medicine website on the internet. HLB also licenses the IP of a variety of healthcare authorities and wellness advocates onto healthy consumer products including, Martha Stewart, Jessica Simpson, Zac Brown, the Environmental Working Group and Tieraona Low Dog, MD. Over his 30 plus year career, Mr. Stoup both founded and re-invented a variety of companies, concentrating on upscale consumer products and services firms. Mr. Stoupís experience includes co-founding La Prairie, Inc., Phillip Kingsley Products, Inc., Colours & Scents and Perry Ellis Shoes, all of which were sold to strategic buyers. In 1992, Mr. Stoup secured the exclusive worldwide rights to operate the Red Door Spas under the Elizabeth Arden trade name from Unilever. As CEO, Mr. Stoup oversaw the growth of Elizabeth Arden Salon Holdings from two Red Door spas to 142 day spas in 26 markets throughout the United States and the United Kingdom, until its sale to private equity. Mr. Stoupís passion also extends to the non-profit world. He serves as a Member of the Board of Directors for the Amazon Conservation Team, Founder of YPOís Global Youth Exchange and as a Board Member of St. Josephís Medical Center. He is also an active member of World Presidents Organization (WPO) and Chief Executives Organization (CEO). Mr. Stoup attended the University of Missouri where he majored in Finance. He received his Juris Doctor in 1977 from the University of Missouri-Kansas City School of Law and immediately began practicing commercial real estate, corporate law and business.

Mr. Stoup can be contacted at 602-432-3252 or DStoup@trilogyspaholdings.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.