Editorial Board   Guest Author

Ms. Carlen

Jill Carlen

Global Director of Spa Brands, Hilton Hotels & Resorts

Jill Carlen is the Global Director of Spa Brands at Hilton Hotels and Resorts overseeing the spa concepts and strategies for all Hilton brands including Hilton, Embassy Suites, Doubletree, Conrad, Tapestry, the iconic Waldorf Astoria and the newest hotel brand, Signia Hilton.

Having spent almost two decades in the Spa and Hospitality industry, Ms. Carlen now applies her operations experience with her creativity and passion for wellness to provide hotel guests with the most innovative and exceptional experiences.

As an exchange student in high school, Ms. Carlen lived near a lavender farm in France. It was during this time where she learned about the healing properties of lavender, marking the beginning of a lifelong passion for wellness. Ms. Carlen would move to New York City later in life, where her love of everything spa led her to work in some the city's most renowned Spas including Exhale, Bliss, The St. Regis New York and The Deepak Chopra Center. In addition, she launched multiple spas and wellness facilities while working at the prestigious consulting firm Lexi Design.

Ms. Carlen then went on to run The Ritz-Carlton, Toronto, winning Travel + Leisure's World's Best Hotel Spa Award. Ms. Carlen then took her years of experience in operations to her next adventure of launching L'OCCITANE spas all over North America in luxury hotels. She has been a frequent contributor to multiple publications including Elle Canada on line, Preferred Magazine, Sharp magazine and several beauty and wellness blogs.

Ms. Carlen holds a BFA from Florida State University and is a board member of the International Spa Association.

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

Ms. Carlen can be contacted at +1 703-883-6992 or jill.carlen@hilton.com

Coming up in April 2020...

Guest Service: First Impressions Matter

Hotels spend large amounts of money on marketing their operation and brand, but sometimes they fail to remember that guest service is the lifeblood of their business. It is outstanding guest service that allows a hotel to create an amazing and lasting impression, one that will remain with guests far beyond the duration of their stay. In pre-internet days, first impressions were formed the moment a guest walked through a hotel's front door. These days, first impressions are created long before a guest arrives at a hotel property. They begin when a customer visits a hotel's website or social media pages for the first time. When a guest connects with a property online, they immediately form an opinion of the hotel. First impressions matter and because of that, a hotel website should be mobile-friendly with blistering fast speed; it should be graphically appealing; and it should provide visual representation of the kind of experience a guest can expect. It is also vital to engage the customer; to actively solicit and respond to guest feedback. When a hotel personally engages with someone, it is demonstrating to other customers that guest opinions matter, and that management is willing to go the extra mile to provide superior guest service. Similarly, when a hotel sends out personalized emails with satisfaction surveys attached, it demonstrates that management values guest feedback, so that service can be improved at every level. Additionally, social media messages can be sent out prior to a guest's arrival to learn more about them, so their visit can be personalized. It's the small touches and details that are most remembered and appreciated. The April issue of the Hotel Business Review will examine what some leading hotels are doing to cultivate excellent guest service in their operations.