Editorial Board   Guest Author

Ms. Bankoski

Linda Bankoski

Co-Owner & Managing Director, SpaQuality LLC

Linda Bankoski is co-owner and Managing Director of Education and Assessment of SpaQuality LLC, a company that has provided a roadmap to authentic performance excellence for spas through quality system standards, education, assessment and certification since 2004. Ms. Bankoski is the co-author of The International Standards of SpaExcellenceSM, which provides a framework for spas to create effective and efficient spa operations that result in consistent delivery of excellent spa services, guest and staff loyalty, as well as business success. The inspiration of The Standards comes from internationally accepted quality system standards used by other industries including ISO 9000 (international quality management systems), ISO 14000 (environmental management standards), the Baldrige Performance Excellence Program in the United States, the Canada Awards for Excellence from the National Quality Institute in Canada, the EFQM Excellence Award in Europe, OSHA (US health and safety), FDA Good Manufacturing Practices (US), TedQual (tourism education quality), JCAHO (US healthcare organization standards), and more. Basic concepts from these standards along with years of spa experience were combined, translated, enhanced and organized into a complete spa management system that provides spas with what is necessary to achieve long-term success. While created for spas, the key concepts provided in The International Standards of SpaExcellenceSM can be applied to the entire hospitality industry including hotels, resorts, cruise lines, clubs, restaurants, theme parks and more. Now in their 5th edition, The Standards have been sold to spas in 28 countries. Ms. Bankoski co-created and co-teaches Building and Sustaining High Quality Systems for Spas, a six-week, on-line course for the University of California - Irvine Extension's Spa and Hospitality Management Certificate Program, which uses The International Standards of SpaExcellenceSM for the textbook. Ms. Bankoski is a quality expert with 30+ years of experience leading, coaching, consulting, and helping organizations and businesses in a wide variety of industries succeed and thrive. She is people-and goal-oriented and motivated by opportunities to learn, encourage and inspire others. Ms. Bankoski has enjoyed a multifaceted career as a healthcare professional, corporate trainer, customer advocate, market researcher, culture change pioneer and business advisor. She served on the Board of Examiners of the Malcolm Baldrige National Quality Award for five years and looks forward to helping spas attain this prestigious award in the future. Ms. Bankoski is a professional speaker and was chair of the local section of the American Society for Quality (ASQ). She has been a Good Manufacturing Practices Auditor (FDA regulations) for 25+ years and an ASQ Certified Quality Auditor, RAB Certified Quality Systems Lead Auditor and a Certified Lead Assessor (ISO 9001) for over 15 years. Ms. Bankoski is past president of the Board of Directors for the Delaware Quality Consortium, Inc. (Delaware Quality Award). She was an adjunct professor in the Continuing and Professional Studies at the University of Delaware and a lead instructor in the Quality Management Certificate. She taught courses in quality management and organizational improvement. She developed and taught courses on the ISO 9000 standard, quality system auditing and problem solving for the Delaware Manufacturing Extension Partnership.

Ms. Bankoski can be contacted at 302-426-0274 or bankoski@voicenet.com

Coming up in November 2019...

Architecture & Design: Biophilic Design

The hospitality industry is constantly evolving to meet and exceed guest expectations. As a result, hotels are always on the lookout for new ways to improve the guest experience, and architecture and design is an essential part of this equation. Bold design is often the most effective way to make an exceptional first impression - an impression guests use to distinguish between brands. One design trend that is being embraced worldwide has become known as “Biophilic Design.” Biophilic design is based on the concept of biophilia, which is the theory that human beings have an innate tendency to seek out nature, natural elements, and natural forms. Biophilic design is more than hotels simply adding a surplus of plants; it involves incorporating specific design elements into a hotel in order to imbue it with a sense of wellness and well-being. Some of those elements include exposure to natural lighting; views of nature and rooms with a view; natural architectural patterns; salvaged or reclaimed woods of all types; reclaimed metals; sustainably sourced stone; living green walls and vertical gardens; and direct and indirect exposure to nature. Hotels that have incorporated biophilic design into their properties are reaping the benefits associated with this trend including reduced stress responses, better air quality, lower energy costs, and more positive guest reviews. Biophilic design has also been shown to improve guest moods and to satisfy consumer demand for environmental responsibility. Savvy hotel owners and managers are aware that nature-inspired elements enhance their guests' comfort and well-being, which is why this trend is becoming so prevalent. Biophilic design is just one topic in the fields of hotel architecture and design that will be examined in the November issue of the Hotel Business Review.