Editorial Board   Guest Author

Ms. Matheson Shedrick

Kimberley Matheson Shedrick

Senior Vice President, WTS International

Kim Matheson-Shedrick joined the WTS International (WTS) team over three years ago when WTS acquired Natural Resources Spa Consulting to create a global powerhouse for Leisure Consulting and Management.  WTS' focus is on Spa, Fitness, Wellness, Leisure, Aquatics, Tennis, Kids Clubs and all things Leisure within Hospitality, Residential and Commercial venues.  Each project receives customized development of concept, design, business model and management based on individual site, market characteristics and competitive landscape. 

As Senior Vice President, Ms. Matheson-Shedrick has global responsibilities to provide strategy, consulting, business development and luxury operations.  A partial list of clients that Ms. Matheson-Shedrick is currently leading include: St Regis and W Kanai, Four Seasons Montreal, Beach House Spa at Ocean Edge Resort, Spa at Trump, Spa by Ivanka Trump, Lake Nona, Pier 66, Echelon, Smart Living, India, Cachet, Bangkok, Bulgari Beijing and Dubai. 

Prior to joining WTS International, Ms. Matheson Shedrick owned Natural Resources Spa Consulting for over 15 years and enjoyed success with premier brands.  These comprise a remarkable client roster including seven (7) Four Seasons Spas, thirteen (13) Ritz-Carlton Spas,  two (2) Rosewood Spas, eight (8) Marriott Spas, two (2) Gaylord Palms Spas, four (4) Elizabeth Arden Red Door Spas, six (6) Casino Spas, eight (8) Membership Spas, four (4) Hospital Spas and many independents such as Fontainebleau, Lapis Spa.

As President and Owner of Natural Resources Spa Consulting, Inc. (NRi), Ms. Matheson-Shedrick's extraordinary expertise, high standards of excellence and meticulous care in every aspect of project design and development have become her trademark. A strong hands-on managerial background, as well as a profound understanding of the internal operations of spas, hotels and membership clubs, has enabled her to consistently exceed the expectations of her clients.   As President of NRi, Ms. Matheson-Shedrick reveled in developing distinctive spa experiences around the globe.


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

Ms. Matheson Shedrick can be contacted at 301-622-7800 x161 or kmatheson@wtsinternational.com

Coming up in April 2019...

Guest Service: A Culture of YES

In a recent global consumers report, 97% of the participants said that customer service is a major factor in their loyalty to a brand, and 76% said they view customer service as the true test of how much a company values them. And since there is no industry more reliant on customer satisfaction than the hotel industry, managers must be unrelenting in their determination to hire, train and empower the very best people, and to create a culture of exceptional customer service within their organization. Of course, this begins with hiring the right people. There are people who are naturally service-oriented; people who are warm, empathetic, enthusiastic, pleasant, thoughtful and optimistic; people who take pride in their ability to solve problems for the hotel guests they are serving. Then, those same employees must be empowered to solve problems using their own judgment, without having to track down a manager to do it. This is how seamless problem solving and conflict resolution are achieved in guest service. This willingness to empower employees is part of creating a Culture of Yes within an organization.  The goal is to create an environment in which everyone is striving to say “Yes”, rather than figuring out ways to say, “No”. It is essential that this attitude be instilled in all frontline, customer-facing, employees. Finally, in order to ensure that the hotel can generate a consistent level of performance across a wide variety of situations, management must also put in place well-defined systems and standards, and then educate their employees about them. Every employee must be aware of and responsible for every standard that applies in their department. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.