Editorial Board   Guest Author

Mr. Swinburn

John Swinburn

Executive Director, Mystery Shopping Providers Association

John Swinburn is Executive Director of the Mystery Shopping Providers Association (MSPA), a position he has held for eleven years. In this role, he has developed a keen understanding of the crucial importance to a company's image, and to its bottom line, of regularly measuring and successfully managing the customer experience. Several of the association's member companies specialize in hospitality industry customer experience measurement and management, giving him the opportunity to learn about industry-specific issues related to hotels' customer experience. That access, coupled with a career in association management spanning more than thirty years—many of which have been spent in various components of the hospitality industry—has given him a unique perspective on the ways in which both organizations and individuals perceive and respond to hotel brands. During his tenure with MSPA, Mr. Swinburn was instrumental in launching an annual industry operating ratio survey, the results of which member companies can use as benchmarks for their own financial and operational performance. "I am a firm believer in the concept that 'what gets measured gets done' and it just makes sense that the mystery shopping industry, which is all about measurement, should have its own internal measures to ensure good performance," he says. Mr. Swinburn was involved in the process which transformed MSPA from what had been a primarily North American association into a global organization with four distinct and largely autonomous geographic regions serving the North American, European, Asia-Pacific, and Latin American markets. Prior to forming his own association management company, Challenge Management, Inc. (which includes MSPA as a client), he served as executive director of what is now the International Association of Venue Managers and as senior vice president and chief operating officer of what is now the International Association of Exhibitions and Events. Earlier in his career, while employed by two Chicago-based association management companies, he served as executive director of several trade associations and professional societies. Mr. Swinburn graduated from the University of Texas at Austin with a bachelor of arts degree. He took graduate level courses at Sam Houston State University.

Mr. Swinburn can be contacted at 972-406-1104 or info@mysteryshop.org

Coming up in July 2018...

Hotel Spa: Oasis Unplugged

The driving force in current hotel spa trends is the effort to manage unprecedented levels of stress experienced by their clients. Feeling increasingly overwhelmed by demanding careers and technology overload, people are craving places where they can go to momentarily escape the rigors of their daily lives. As a result, spas are positioning themselves as oases of unplugged human connection, where mindfulness and contemplation activities are becoming increasingly important. One leading hotel spa offers their clients the option to experience their treatments in total silence - no music, no talking, and no advice from the therapist - just pure unadulterated silence. Another leading hotel spa is working with a reputable medical clinic to develop a “digital detox” initiative, in which clients will be encouraged to unplug from their devices and engage in mindfulness activities to alleviate the stresses of excessive technology use. Similarly, other spas are counseling clients to resist allowing technology to monopolize their lives, and to engage in meditation and gratitude exercises in its place. The goal is to provide clients with a warm, inviting and tranquil sanctuary from the outside world, in addition to also providing genuine solutions for better sleep, proper nutrition, stress management and natural self-care. To accomplish this, some spas are incorporating a variety of new approaches - cryotherapy, Himalayan salt therapy and ayurveda treatments are becoming increasingly popular. Other spas are growing their own herbs and performing their treatments in lush outdoor gardens. Some spa therapists are being trained to assess a client's individual movement patterns to determine the most beneficial treatment specifically for them. The July issue of the Hotel Business Review will report on these trends and developments and examine how some hotel spas are integrating them into their operations.