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 January 2020...

Mobile Technology: Meeting Tech Expectations

What once seemed futuristic is now the norm, owing to the escalating developments in mobile technology, and hotels must continue to innovate in order to meet guest expectations. In a recent study from Mower, 65 percent of guests said they would gladly pay more for a hotel that provides the mobile technology they deem essential. The same study shows that 44 percent of travelers are more likely to book a smart hotel, and nearly 7 in 10 want to use smart devices provided by the hotel. And how do guests wish to use all this technology? A majority expressed a desire for mobile check-in and check-out, and mobile payment options. They also want to be able to stream content from their phone to the TV; to make service requests of the hotel staff; to control in-room lighting, temperature and sound; to order food and beverages; and to request a wake-up call - all from their mobile device. Guests also expressed preferences for robust wi-fi and convenient device charging ports throughout the hotel. They also appreciate the use of hotel branded apps which allow a guest to book a room, access loyalty programs, receive discounts and rewards, and even use the app to choose the room, floor and view they prefer. Some hotel apps also allow a customer to track their charges throughout their stay, rather than waiting to receive a bill at the end. Finally, mobile tech lounges are popping up more frequently in some hotels. These lounges offer guests the opportunity to perform tasks like airline check-ins or access to local info guides, but they also provide a place where guests can comfortably get some work done outside their room. The January Hotel Business Review will report on what some hotels are doing to meet their customers' expectations in the mobile technology space.