Editorial Board   Guest Author

Mr. Kelly

Shane Kelly

Spa Director, JW Marriott San Antonio

Shane Kelly is the Director of Spa at the JW Marriott San Antonio Hill Country Resort & Spa. Mr. Kelly's hospitality, operations and spa experience has led him all over the United States and Central America, working in large hotels in Las Vegas to luxury remote destinations to smaller urban spas in the heart of the city.

Mr. Kelly began his nearly 25-year hospitality career working as a Pool Attendant at the Treasure Island Hotel in Las Vegas, Nevada. Soon after, he transitioned to Spa and never looked back. He became an Assistant Manager of the spa and opened a new property at The Beau Rivage Hotel in Biloxi, Mississippi. Missing the bright lights of Vegas, he returned to the Bellagio and with hard work and perseverance, became Spa Manager.

Seeking his next career advancement opportunity, Mr. Kelly joined the Four Seasons Hotel in Las Vegas as a Spa Director. His passion to learn more about other cultures took him to Hawaii, where he became the Director of Spa Operations for the Grand Hyatt Kauai Resort and Spa. After Hawaii, he took a big jump and moved to Costa Rica, securing a position as the Director of Spa for the Four Seasons Costa Rica in Guanacaste.

Mr. Kelly returned to the United States to live in Chicago, where he gained experience in an urban environment as the Director of Spa Operations at the Four Seasons Hotel in Chicago before moving to San Antonio in his current position.

Mr. Kelly obtained his B.A. in Business Administration with an emphasis in International Business from Ashford University.

Please visit http://www.marriott.com/satjw for more information.

Mr. Kelly can be contacted at +1 210-491-5830 or Shane.Kelly@Marriott.com

Coming up in February 2020...

Social Media: Social Listening Tools

The reach and influence of social media is staggering. Nearly 3 billion people use social media daily, posting a range of messages, selfies, images, and everything in-between. According to HubSpot, almost 4 million posts are uploaded to the major social networks every single minute! That's an astounding amount of content and it is crucial for hotels to skillfully use social media in order to effectively compete. From establishing a suitable brand identity and voice to creating content across all the major networks (Facebook, Twitter, Instagram, Pinterest, etc.), the goal is to actively engage consumers and to eventually convert them to customers. Some hotels are initiating online contests as a way to attract new customers, while others are rewarding customers with discounts who subscribe to the their email lists or follow their social media pages. Another recent strategy is to employ social media listening tools that track what people are posting online about their businesses. These tools allow hotels to monitor - or listen to - what's being said about a brand across the entire social web, and this can prove to be very valuable, unfiltered information. Social listening permits hotels to be aware of people's opinions about their business, industry or competitors, and some of these tools even listen beyond social media platforms. They also monitor publicly available information on blogs, forums, news outlets and websites. Some listening tools are more focused on gathering and analyzing data, while others offer more engagement-oriented features, which allow hotels to interact with people right from the platform. Often the information that is gleaned from these listening tools ends up being the most authentic, unbiased insights a business can get. The February Hotel Business Review will document what some hotels are doing to successfully integrate social media strategies into their operations.