Editorial Board   Guest Author

Ms. Smith

Deborah Smith

Principal, Smith Club & Spa Specialists, USA

Deborah Smith is a native New Yorker with a Masters degree in Business Administration and Bachelor of Arts degree from Tufts University. She has completed graduate coursework at New York University in education and therapeutic recreation. Ms. Smith began her career in the advertising industry as an account executive for a major Procter & Gamble brand. Her first job in the spa industry was as executive assistant to the Deborah Szekely, owner of the Golden Door and Rancho la Puerta resorts. Prior to founding Smith Club & Spa Specialists in 2000, Ms. Smith served in a variety of top management and development roles in the spa and hospitality industry in positions such as National Marketing Director, Spa Director, Club General Manager, and Vice President of Business Development. Her consultancy, Smith Club & Spa Specialists, has provided project assistance to over 100 clients in commercial real estate development, asset management, spa and hotel operations. The firm's specialty is branding and business planning, conceptual development and program design, and operational audits. She served on the Board of Directors of ISPA (the International Spa Association) and as Treasurer/CFO for BANA (Balneology Association of North America), a California non-profit dedicated to education, research, and information about natural mineral springs in Canada, the U.S. and Mexico. Ms. Smith earned a CMC in management consulting in 2011. This professional certification meets the stringent global standards of ISO/IEC 17024 and signifies the highest standards of knowledge, competence, and ethics. In her spare time she is an outdoors enthusiast and teaches Spa Marketing & Branding for the University of California/Irvine in its Spa & Hospitality Management professional certification program.

Ms. Smith can be contacted at 970-927-1549 or spasmith@comcast.net

Coming up in January 2019...

Mobile Technology: The Future is Now

Mobile Technology continues to advance at a relentless pace and the hotel industry continues to adapt. Hotel guests have shown a strong preference for mobile self-service - from checking-in/out at a hotel kiosk, to ordering room service, making dinner reservations, booking spa treatments, and managing laundry/dry cleaning services. And they also enjoy the convenience of paying for these services with smart phone mobile payments. In addition, some hotels have adopted a “concierge in your pocket” concept. Through a proprietary hotel app, guests can access useful information such as local entertainment venues, tourist attractions, event calendars, and medical facilities and services. In-room entertainment continues to be a key factor, as guests insist on the capacity to plug in their own mobile devices to customize their entertainment choices. Mobile technology also allows for greater marketing opportunities. For example, many hotels have adopted the use of “push notifications” - sending promotions, discounts and special event messages to guests based on their property location, purchase history, profiles, etc. Near field communication (NFC) technology is also being utilized to support applications such as opening room doors, earning loyalty points, renting a bike, accessing a rental car, and more. Finally, some hotels have adopted more futuristic technology. Robots are in use that have the ability to move between floors to deliver room service requests for all kinds of items - food, beverages, towels, toothbrushes, chargers and snacks. And infrared scanners are being used by housekeeping staff that can detect body heat within a room, alerting staff that the room is occupied and they should come back at a later time. The January Hotel Business Review will report on what some hotels are doing to maximize their opportunities in this exciting mobile technology space.