Putting Your Spa Enterprise on a New and Higher Platform of Recognition

By Michael Koethner Wellness & Healing Consultant, Spa Transition | February 28, 2016

Everything starts in the invisible and returns into the invisible. This incredibly powerful feature, that our science calls thought is available to all humans. It is greatly underestimated amongst everyone on the planet. The creative journey is an experience, individual, extraordinary and breathtaking. But along the way there lies the danger of creating an environment that might be very harmful or counterproductive to the user. They may find themselves caught or stuck in a rut. The trap they have created, for themselves and others, is usually defined by growing pain and limitations, that they find it increasingly difficult to free them from.

Whilst on the journey of self-discovery and recognition all obstacles that might come in the form of people or things ought to be given adequate consideration for their importance. It is very crucial to understand, and under no circumstance underestimate, the positive impact of the organic, biological human component. It must be seen as a fully integrated part of any business operation, and as a key indicator of the inter-relationship with everything and everyone.

The hospitality and wellness industry has reached a point where it has no other choice than to start applying an integration process with the focus on how to encourage and apply a development of the individual human potential that will matche the new economy. There is a business environment in the making where companies and corporations are going to be seen and operated as living organisms, occupied by human beings who thoughtfully and organically communicate and interact from their heart energy, at all times. The future technology will be a by-product, not the main medium of getting business done.

At the same time the very outdated and partly extinguished human resource mode of operation, that was build during the time of the industrial revolution needs to be discarded, as it has totally outlived its use. Unfortunately, most companies and corporations are operating like giant ghosts of bygone times, feeding their remaining pool of resources with all these previously used negative tricks of fear and humiliation, not realizing that people are actually running away in large numbers. The increasing pool of open positions across the globe, within all companies, in divisions and departments confirms that fact. From cleaner to top executive, people are no longer willing to participate in projects that serve no one, and where they are used as a 'resource' only. Something must change, and will change.

The shift currently under way puts a new type of pressure on everyone, because the success and expansion of a business is no longer about some statistical performance, justifying key indicators or to enforce a strong-hold on team members to push them to their limits, rather the opposite is happening. With a never seen before demand on very active, very immediate, very conscious, compassionate as well as multisensory communication, a new personal and professional environment is defining itself rapidly. It leaves no more room for experimental tricks from the top management. It is now time for complete collaboration with other industries and put all the knowledge into action to make a business for viable, attractive for powerful partnerships and visible for potential investors. The benefit of an active, life-filled and passionate communication environment that encourages the individual human potential, will mirror itself, and be visible through the immediate improvement of an individual's performance; in a never seen before manner.

Respectively, it will open endless opportunities for everyone to embark on a journey of self-discovery, and will put the business enterprise on a new and higher platform of recognition, publicly as well as company internal.

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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.