Editorial Board   Guest Author

Dr. Singer

Judy Singer

President & Co-Owner, Health Fitness Dynamics, Inc.

Judith L. Singer, Ed.D., ISHC, is the President, Co-Owner & Founder of Pompano Beach, Florida-based Health Fitness Dynamics, Inc. (HFD/HFD Spa). HFD is an internationally recognized and respected full-service spa consulting company that specializes in the planning, marketing and management support services of spas for fine hotels and resorts, day spas and mixed-use developments. In addition to being the consulting company to almost US$800 million of global spa ventures, HFD has been actively involved in conducting economic and consumer spa research and establishing industry benchmarks. HFD is unique in terms of its focus on creating spas that are viable business ventures. Since its inception in 1983, HFD has been the consulting firm to such renowned projects as The Omni Mount Washington Resort, The Umstead, The Allison, Monte-Carlo Bay Hotel & Resort, Banyan Tree Mayakoba, Rosewood Mayakoba, Canyon Ranch in the Berkshires, Little Dix Bay, Four Seasons Hulalai, Four Season Biltmore, Four Seasons New York, Miraval, Malliouhana, Cranwell, Pinehurst, The Homestead, The Greenbrier, Bacara, Silverado, and agua at the Delano and The Sanderson. In HFD's 30 plus years as an international spa consulting/advisory company, its focus has always been on how to help investors, developers and operators create and operate marketable and profitable spas that are stand-alone businesses as well as assets to their "core" business of maximizing the hospitality and real estate venture. Dr. Singer is the past chairperson for The International Society of Hospitality Consultants (www.ISHC.com) and was on the ISPA Committee for the inaugural edition of the Uniform System of Financial Reporting for Spas. Dr. Singer speaks at numerous international hotel and investment conferences and is a guest lecturer at several hospitality schools.

Dr. Singer can be contacted at 954-942-0049 or judysinger@hfdspa.com

Coming up in April 2020...

Guest Service: First Impressions Matter

Hotels spend large amounts of money on marketing their operation and brand, but sometimes they fail to remember that guest service is the lifeblood of their business. It is outstanding guest service that allows a hotel to create an amazing and lasting impression, one that will remain with guests far beyond the duration of their stay. In pre-internet days, first impressions were formed the moment a guest walked through a hotel's front door. These days, first impressions are created long before a guest arrives at a hotel property. They begin when a customer visits a hotel's website or social media pages for the first time. When a guest connects with a property online, they immediately form an opinion of the hotel. First impressions matter and because of that, a hotel website should be mobile-friendly with blistering fast speed; it should be graphically appealing; and it should provide visual representation of the kind of experience a guest can expect. It is also vital to engage the customer; to actively solicit and respond to guest feedback. When a hotel personally engages with someone, it is demonstrating to other customers that guest opinions matter, and that management is willing to go the extra mile to provide superior guest service. Similarly, when a hotel sends out personalized emails with satisfaction surveys attached, it demonstrates that management values guest feedback, so that service can be improved at every level. Additionally, social media messages can be sent out prior to a guest's arrival to learn more about them, so their visit can be personalized. It's the small touches and details that are most remembered and appreciated. The April issue of the Hotel Business Review will examine what some leading hotels are doing to cultivate excellent guest service in their operations.