Editorial Board   Guest Author

Mr. Caswell

Bill Caswell

Principal, Hospitality Practice Leader, North Highland

Bill Caswell is a principal with North Highland and serves as the firm's Hospitality practice leader. He has more than 30 years of industry experience in hospitality, vacation ownership, sales, marketing and technology.

Mr. Caswell has broad expertise that includes strategy development, organizational change management, consumer engagement, acquisition and loyalty strategy, program and project management, hospitality start-up operations, sales force management, satisfaction assessments, training design and implementation, service level management and performance measurement.

Prior to joining North Highland, Mr. Caswell worked and consulted with some of the major players across the hospitality industry, including The Ritz-Carlton Hotel Company, Loews Hotels and Resorts, Starwood Hotels and Resorts, Wyndham Wordwide, ANA Hotels and Kimpton Hotels.

North Highland is a global management consulting firm known for helping clients solve their most complex challenges related to customer experience, performance improvement, technology and digital, and transformation. Working with clients across a myriad of industries, North Highland has provided expert services to organizations and enterprises alike in the hospitality, financial services, retail and consumer products, healthcare, life sciences, transportation - both private and public sector - and philanthropy industries, among several others. North Highland adds value and supports clients across the full spectrum of consulting. From early planning and strategy to delivery of the final product or service, the consultancy brings big ideas and then makes them a reality.

As an employee-owned firm headquartered in Atlanta, GA, North Highland currently employs more than 3,000 consultants worldwide and has 70 plus offices around the globe, including the Americas, Europe and Asia.

Please visit http://www.northhighland.com for more information.

Mr. Caswell can be contacted at +1 321-214-6009 or Bill.Caswell@northhighland.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.