Editorial Board   Guest Author

Ms. Lapierre

Michelle Lapierre

Senior Director of Customer Experience and Social Media, Marriott Rewards

Michelle Lapierre is on the leadership team of Marriott Rewards, voted best hospitality loyalty program with 18 brands in 72 countries and over 48 million members worldwide. She sets the strategic direction for the Marriott Rewards social media channels to drive new member enrollment, engagement, trust, preference and loyalty. Her team is also responsible for representing the voice of the customer inside the company, ensuring focus on enduring relationships and meaningful recognition. Ms. Lapierre is an independent thought leader in the area of human-to-human relationships between consumers, the brands they love and the needs they wish to fulfill. She combines her first-hand experience in hotel operations, account sales and social media marketing with strong research and innovation skills to contribute to Marriott's impressive growth. Ms. Lapierre received her B.A. degree from Michigan State University with a dual major in psychology and sociology; and her Masters in Management at the University of Redlands.

Ms. Lapierre can be contacted at 301-380-3000 or michelle.lapierre@marriott.com

Coming up in July 2019...

Hotel Spa: Pursuing Distinction

The Wellness Movement continues to evolve and hotel spas continue to innovate in order to keep pace. Fueled by intense competition within the industry, hotel spas are seeking creative ways to differentiate themselves in the market. An increasing number of customers are searching for very specific, niche treatments that address their particular health concerns and, as a result, some leading spas have achieved distinction by offering only one specialized treatment. Meditation and mindfulness practices are becoming increasingly mainstream as are alternative treatments and therapies, such as Ayurvedic therapies, Reiki, energy work and salt therapy. Some spas specialize in stress management and offer lifestyle coaching sessions as part of their program.  Other spas are fully embracing new technologies as a way to differentiate themselves, such as providing wearable devices that track health and fitness biomarkers, or robots programmed with artificial intelligence to control spa environments, or virtual reality add-ons that transport guests to relaxing places around the world. Some spas have chosen to specialize in medical procedures such as liposuction, laser skin therapy, phototherapy facials, Botox and facial fillers, acupuncture and permanent hair removal, in addition to cosmetic body shaping procedures and  teeth whitening treatments. Similarly, other spas are offering comprehensive health check-ups and counseling services for those who are interested in disease prevention treatments. Finally, as hotel spas continue to become more diverse, accessible and specialized, there is a growing demand for health professionals with a specific area of expertise. There is a proliferation of top class, quality wellness practitioners who make a name for themselves by offering their services around the globe, including athletes, chefs, doctors, physical trainers and weight loss specialists. The July issue of the Hotel Business Review will report on these trends and developments and examine how some hotel spas are integrating them into their operations.