Library Archives

 
Michael Koethner

We are living in profoundly extraordinary times and in order to get the most out of it, everyone must fully and completely step aside and leave the constraining and very limiting realms of mundane and irresponsible thinking, behavior and systems, which society has created for itself. People are coming to terms with the painful truth that they have given away all sacred and inherent knowledge and wisdom for the sake of a fake and restrictive safety net that in fact does not exist. Read on...

Michael Koethner

A Grand Opening of a hotel and/or wellness enterprise ought to be something very exciting and beneficial for everyone involved. It should reflect a strong sense of worldliness, creativity with an architectural and interior design touch of complete alignment, effective and well-thought planning, efficient and structured organization, a sense of familiarity and a feeling of having arrived home. It is through the alignment and the inclusiveness of all parts, where the whole presents itself, and thrives in total harmony, peace and abundance with everything the endless universe has to offer. Read on...

Michael Koethner

The time for the passionate and compassionate therapists and healers has arrived, and they are reshaping the wellness and spa enterprises around the globe, as all vanity treatments and superficial skin rubs no longer serve the requirements and demands of the future guest and client. The 80's, 90's and the early 00's have bombarded the industry with plenty of fake make-up treatments and quick fix Botox schemes, bargaining on the false assumption that life ends in a matter of days or months. These centuries with the erratic and psychotic "Me-First" mentality has left most with emptiness, low self-esteem, frustration and disillusion. Read on...

Deborah Smith

The global spa and wellness industry has made career wellbeing part of its mantra with the completion of the first-ever global mentoring pilot program. The idea was launched at the 2012 Global Spa & Wellness Summit in Aspen, Colorado, and has been spearheaded by a team of spa and wellness experts from around the world. Co-leaders of the Global Mentorship Pilot Program are Jean-Guy de Gabriac of the French training and consulting firm, Tip Touch International, and Deborah Smith of the Smith Club & Spa Specialists, a US-based wellness consultancy. Read on...

Peter McAlpine

The time will come when Corporate Offices have to accept that the SOP-Customer Satisfaction guest experience concept is obsolete, however much technology they embellish it with. The energetic guest experience will replace it because it fulfills the unspoken emotional needs and wishes of guests. Corporate Offices will inevitably reject or resist such a change, and because of this the hotel industry landscape will change radically in the future. The future belongs to independent hotels and small hotel groups, which ignore the Sirens of Tradition, and which create an energetic guest experience, Heart-Based Hospitality, which has no limits. Read on...

Michael Koethner

In the past 20 or more years, the striving for an attainable and visible goal, or a successful career, as we know it, has been in decline. Humanity is on the verge of a huge awakening and psychological advancement. As result of this paradigm shift there is great change of the traditional work environment and fundamental adjustments on the economic landscape. This shift has affected the lives of millions of people, families and companies around the world. More and more people ask themselves why they should do what they currently do and what would the benefit of their doing be if the products they produced and the service they have offered will be no longer useful, applicable or required, by tomorrow. For most people this circumstance conditional change has become a struggle for identity. Read on...

Bonnie Knutson

I read somewhere that anyone can tell you to exercise more. But matching it to travelers' lifestyles and making it fun forever is hard. That is both the challenge and opportunity for every hotel everywhere in 2014 and beyond. We all want to live longer and better. And with rising health care costs, more of the responsibility to do so falls on our individual shoulders. That's why the media, the government, and business are admonishing us to eat healthier and exercise more. Hotels can be an integral partner in helping their guests maintain fitness as part of their traveling lifestyle. In this article, you'll read about five fabulous fitness trends for your hotel which I call the Fab Fitness Five. Read on...

Michael Koethner

As people are becoming aware of the new sense of consciousness, they are also in the process of discovering their bodily limits as well as their infiniteness; all pretty much at the same time. More and more people are inclined to step aside from old-fashioned and outdated systems, currently presented in all societies around the world. There is a very powerful shift happening around the world that unites likeminded people who are ready to establish a new system of collaboration and cooperation instead of the old system of competition that has separated humanity and created endless fights and wars. No one is better than the other; we are all unique. Read on...

Michael Koethner

Time-Out can be defined and made distinct as a voluntary or involuntary stand-still. Ideally it should be considered as a time to recuperate, heal, refocus and realign the physical, emotional and mental state. This can be applied to a single person, team, family or to a business per se. Looking at the current situation in the hospitality and wellness industry it would be very advisable and most beneficial to everyone involved, to voluntarily go into a dedicated Time-Out, an internal and external Detoxification. In the past few years the industry has been thinking and operating with the wrong fuel. It has damaged its engine. Deep scars are now surfacing. Read on...

Ryan Crabbe

Unless you've been hiding under a rock, you've probably heard a lot about the word "wellness" lately. As an increasingly informed public becomes aware of their own role in creating and sustaining a healthy lifestyle, changes are becoming apparent in all facets of life. After years of continued growth, Whole Foods Supermarket's sales have finally flattened; not because people don't want organic and sustainable options, in fact quite the opposite. The corner grocer is now stocking organic vegetables, locally farmed beef, and the ubiquitous kale, so Whole Foods is facing more competition. Sales of soda in the U.S. fell in 2013 to their lowest level in almost 20 years. Type in "wellness" in the ITunes App store, and you will have over 1500 choices. Hotels have to recognize that this is not a short-lived trend, it's a complete shift in mindset, and adapting to this new reality is imperative to stay relevant to today's traveler. Whether it's a few healthy items at the breakfast bar (rather than the sea of white often encountered) or the accessibility of bottled water, today's guests are looking for options that help them maintain their healthy lifestyle regimen while on the road. Since health-minded travelers tend to patronize the spa and fitness zones of the hotels they stay in, these are a good place to start when devising a wellness makeover. Read on...

Ann Brown

For spa professionals and guests alike, wellness falls into a gray area of definition. Like so many other vague terms in the spa industry (such as detoxification, rejuvenation, anti-aging, and prevention), wellness is a term that tends to be overused and is not specific enough. Even more problematic, many times a spa does not meet client expectations of "wellness" or address true needs. "Wellness," when undefined and undeveloped, often falls short of providing a comprehensive approach to help guests into new health patterns and out of bad habits. Read on...

Michael Koethner

Let's be honest and straightforward. Smart Leaders and Companies never compete with another, they support each other, share experiences and goals in order for others to learn from and evolve; because they understand that the benefits of sharing will benefit everyone and increase the abundance within their community. Each of these smart leaders and companies are very well aware of their uniqueness, personality traits, special talents and skills; and by sharing all of these features with others they will create a more wonderful world to live and work in, for everyone. Read on...

Michael Koethner

With this article I will enter into the world of spa and wellness with a spiritual, relaxing and practical approach, in order for the reader to tune in, relate to and understand how a therapist should ideally perform a treatment to make sure that there will be continuous guest satisfaction at any possible time and how this industry works at the core. Furthermore this article should encourage companies, managers, trainers and colleagues to open up, really think out of the box and start to provide a supporting, interesting and operational work environment that leads to a sustainable business future for generations to come. Read on...

Michael Koethner

As all businesses, systems and humanity in general are in the midst of a radical and thorough wake-up call and overhaul, it is again time to speak and write about the inclusiveness of the wellness & spa industry within a hotel and resort environment, in order to create a sustainable enterprise. There is a system recovery happening right now and it will clear, delete and destroy everything which will not be compatible to the future business environment. As we all live in a time of transformation, the wellness education should be viewed as an extension and enhancement to the overall hotel operation and not just be pushed aside or be limited to a mere massage parlor. Read on...

Michael Koethner

Excellent guest service is not about the big, bright smile, it is about the knowledge and the experience of the person providing the guest service. It is also about knowing how and where to draw help from, when in need of assistance from another colleague. This knowledge and experience is not written in any of the university books, but it is passed-on, and given to each of us by professional and experienced mentors, who in turn have been students previously. In order to preserve and/or to enhance the reputation and future growth of the industry it is also of utmost importance to preserve the knowledge and experience of service by heart, not by numbers. Read on...

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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.