Editorial Board   Guest Author

Ms. McNees

Lynne McNees

President, International Spa Association

Lynne McNees is the President of the International SPA Association (ISPA). For nearly 20 years, McNees has led the global operations representing spas and resource partners. Headquartered in Lexington, Ky., Ms. McNees serves as ISPAís official spokesperson and is frequently interviewed as a spa expert by major media outlets including The New York Times, Travel + Leisure, USA Today, Womenís Wear Daily, the Associated Press and numerous consumer and trade publications. Prior to her role with ISPA, Ms. McNees worked for several years in Washington, D.C. Her significant accomplishments in the nationís capital included positions with WorldCupUSA, the National Association of Chain Drug Stores, The Presidentís Commission on The White House Fellowships and the Office Presidential Personnel in The White House. Ms. McNees also served on the Bush/Quayle campaign and Presidential Inaugural teams. A native of Dallas, Texas, Ms. McNees currently serves on the Dallas Customer Advisory Board, Professional Beauty Federation Board and the Bank of the Bluegrass Advisory Board. She is a graduate of the University of Maryland with a bachelorís degree in kinesiological science.

Ms. McNees can be contacted at 859-425-5072 or lynne.mcnees@ispastaff.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.