Editorial Board   Guest Author

Ms. Borgman

Peggy Borgman

President, Preston Wynne, Inc.

Peggy Wynne Borgman is CEO of Preston Wynne, Inc., which was founded in 1984 and currently operates two spa facilities, one a luxury day spa and the other a hotel spa, in the San Francisco Bay Area. Today the company employs 60+ bodyworkers, estheticians, nail technicians, spa concierges, housekeepers, and managers. Ms. Borgman is also principal consultant and seminar leader for Preston Wynne's business-to-business division, which has offered consulting and training services to the spa industry since 1994. Clients of the B2B division have included Hyatt Hotels, Four Seasons, Ritz Carlton, Shangri-La, the Peninsula Group, Treasure Island Resort and Casino, Glen Ivy Hot Springs Spas, East West College of the Healing Arts and Gold's Gym. The author of the consumer title Four Seasons of Inner and Outer Beauty: Spa Rituals for Well-Being, from Random House, Ms. Borgman is also a frequent contributor to spa industry magazines and a highly-rated speaker for trade events such as ISPA, IESC and the American Spa Expo. Her commentary on the spa industry has been featured in USA Today and Time magazine. She is a member of the board of directors for Next Door Solutions, a domestic violence agency in Santa Clara, California, where she works to put the healing and fundraising resources of spas to work in aiding victims of domestic abuse.

Ms. Borgman can be contacted at (408) 741-1750 ext 30 or pwb@prestonwynne.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.