Library Archives

 
Mia A. Mackman

Familiar faces and friendly smiles have a way of making good impressions better. There’s no question how essential customer service is. When matched with personalized service, this can instantly elevate the level of any experience. This article reviews how employee satisfaction and customer relationships work, win and build greater employee happiness and customer service experiences. This also examines the underlying principles of employee tenure, company commitment and how employee terms meaningfully impact the performance of business. Read on...

Mia A. Mackman

While external consumer platforms like Yelp, Trip Advisor, and other social media network channels provide transparent, experiential guest reviews, they lack the often-needed, internal scrutiny. Understanding the mix of both customer reaction and operational efficiency can expose important cracks that impact performance. This article reviews the significance and value of unbiased, comprehensive, routine spa inspections and wellness program assessments. And how incorporating systems for "routine, reaction and review" can reveal critical insights pertaining to performance gaps, risks, volume and yield. These services can also help highlight new revenue opportunities and improve creative ideology, enhance profitability and guest experiences. Read on...

Mia A. Mackman

The original value and objectives associated with spa facilities and wellness programming have surpassed preconceived departmental importance. This article reveals how spa and wellness aspects are disseminated throughout the whole guest experience, and how wellness motivated design and construction elements complement property development, enhance marketability and engagement and is spurring new growth across the hospitality sector. This article also examines how critical management adjustments, and product and service enhancements can significantly add value, increase RevPAR and improve average daily rate performance. Read on...

Mia A. Mackman

Significant shifts on the world stage continue to drive a widespread yearning for personal development and transformational experiences. This article examines elements of social and global change, how to structure savvy returns on investments and weigh in uncommon, high-demand hotel spa and wellness overlays to serve the increasing inevitability of development. This article also highlights how the rise of wellness-driven hospitality ties to an impetus based on personal development, instituted on the mainstays of self-help philosophies with an ever-increasing demand for transformational services, higher quality of life, and physical and emotional well-being. Read on...

Ann Brown

In the midst of managing day-to-day operations, hotel and spa owners and managers must continually look forward and evaluate how to increase efficiency and profitability. As you balance overseeing current business and forecasting for the future, you are faced with the challenge of considering what changes will bring the most benefit to your organization. For spas, keeping watch of the latest trends in the spa industry and making relevant changes to your facility, treatment menu and customer service practices are important for success. But how do you know which trends and latest innovations will bring that success and which ones might not be worth their return on investment? Read on...

Mia A. Mackman

Technology and automation are making exponential headway touching nearly all sectors of hospitality, including spa and wellness. This article reviews the impact and importance of integrating these systematisations to help stimulate and streamline the functionality and profitability of hotel and resort spa operations. Retooling the focus from manually centered services and embracing advancements in new technologies to support sustainable profitability and continued growth. Read on...

Bob Caputo

Health and wellness experts represent a profitable branding opportunity for hoteliers worldwide. Featuring specific experts or forging alliances hotels can separate themselves from the competition and increase bookings among a new group of travelers and millennials. Hotel executives have an opportunity to leverage the physical equipment at their disposal, namely, the gyms and fitness centers within their respective properties and resorts. Read on...

Ann Brown

As a former spa director of one of the largest resort spas in the Midwest, I know how important it is to evaluate new products and services in order to determine which ones offer true potential for wellness for the client and profitability for the business. As a property manager or owner, your phone rings constantly with vendors who want you to consider their products and services. Below, here are a few questions to help you decide if a trend is right for your property. Read on...

Mia A. Mackman

Growth in travel and tourism continues to rise in conjunction with intergenerational lifestyles, shifting values and increasing wellness keynotes. Every generation has unique preferences and imperatives that set them apart and stick. Accounting for nearly half of the population, Millennials and Generation Z have considerable weight in the market share. This article examines perceived values vs. core values and the benefits of incorporating a multi-generational, multi-faceted approach to spa and wellness programming to enhance customer spend and loyalty. Read on...

Bob Caputo

I have three words for hotel executives, which may as well be the title of their collective mission: Health and Wellness. Which is to say, the new approach to hospitality - the experience every vacationer deserves to enjoy, and every business traveler has a right to receive - is a healthy atmosphere, a place that exudes the virtues of fitness and nutrition; be it an urban property or a resort location, a boutique destination or a five-star hacienda amidst lush acreage and the soft winds of a turquoise sea; be it a high-end spot or a workaday building, suitable for conferences or company meetings, where a health and wellness expert can consult with a hotel executive - or speak directly to guests - about how to achieve these goals. Read on...

Mia A. Mackman

The global spa movement, which includes wellness tourism, amounts to upwards of $3 trillion dollars per year. What physical and strategic elements are key to driving bottom-line performance at traditional and wellness-focused spas? Relaxation and a sense of wellbeing are at the heart of the spa and wellness market. Hence, it's no wonder that hotels, resorts, and spas have begun to reorganize their operations around wellness. The benefits, in the form of a stronger bottom line and appeal to demand segments, extend not only to guests but to hoteliers and hospitality companies, as well. Read on...

Oliver Ryan

Managers at Hyatt Regency San Francisco had a battle on their hands — in the best possible way. Determined to do something fun and healthy for their 400 person staff, they launched a challenge on a digital platform that powers fitness tracker-driven wellness programs. The first challenge was so successful, two other Bay Area Hyatts wanted in, and the Battle of the Bay was on. Read on...

Melinda Minton

The spa arena has changed dramatically in the last year. Many of the changes should have been in place long ago, but the consumer wasn't noisy enough in their demands for change. Technology, eco-graphics and demographics have forced the spa director to give more attention to the spa guest, use technology where spa therapies may be enhanced and select product lines that are effective but also packaged responsibly and derived from renewable resources. Spa travel is growing more than ever anticipated and the traveling spa guest has very specific requests, such as learning. Finally, millennials are dictating much of the change. They are educated, affluent and accustomed to "on demand" everything. They want the best and they want it now. Read on...

Mary Gendron

The evolution of spa from pampering palace to well of wellbeing mirrors what road warriors seek. Daily external forces centered in technology and speed can pull a person off center. Reconnecting with oneself calls for calm and quietude, an intentional break from outside influences. A spa, by nature, provides the perfect environment, with spa professionals assisting guests in identifying that internal "sense of spa" - a peaceful place to go to anytime. Culling trends from respected industry sources, this article explores five ways in which spas are supporting guests' healthy lifestyles with evidence-based offerings and practices that will travel with them wherever they go. Read on...

Diego Lowenstein

When done right, hotel owners can use a spa to tap into a valuable market and enhance the hospitality experience by restoring mindfulness and overall well-being for patrons. This, in turn, can earn repeat guests and positively impact the property's bottom line. That's why it's so important for hotel owners to stay ahead of evolving industry trends and guest expectations, and avoid common pitfalls when developing or renovating an on-site spa. Owners who successfully differentiate their hotels typically have a strategic advantage, and spa treatments remain a terrific way to stand out from the competition. Read on...

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Coming up in March 2019...

Human Resources: An Era of Transition

Traditionally, the human resource department administers five key areas within a hotel operation - compliance, compensation and benefits, organizational dynamics, selection and retention, and training and development. However, HR professionals are also presently involved in culture-building activities, as well as implementing new employee on-boarding practices and engagement initiatives. As a result, HR professionals have been elevated to senior leadership status, creating value and profit within their organization. Still, they continue to face some intractable issues, including a shrinking talent pool and the need to recruit top-notch employees who are empowered to provide outstanding customer service. In order to attract top-tier talent, one option is to take advantage of recruitment opportunities offered through colleges and universities, especially if they have a hospitality major. This pool of prospective employees is likely to be better educated and more enthusiastic than walk-in hires. Also, once hired, there could be additional training and development opportunities that stem from an association with a college or university. Continuing education courses, business conferences, seminars and online instruction - all can be a valuable source of employee development opportunities. In addition to meeting recruitment demands in the present, HR professionals must also be forward-thinking, anticipating the skills that will be needed in the future to meet guest expectations. One such skill that is becoming increasingly valued is “resilience”, the ability to “go with the flow” and not become overwhelmed by the disruptive influences  of change and reinvention. In an era of transition—new technologies, expanding markets, consolidation of brands and businesses, and modifications in people's values and lifestyles - the capacity to remain flexible, nimble and resilient is a valuable skill to possess. The March Hotel Business Review will examine some of the strategies that HR professionals are employing to ensure that their hotel operations continue to thrive.