Mr. McCarthy

Jeremy McCarthy

Director of Spa Operations, Development & Marketing

Starwood Hotels and Resorts

Jeremy McCarthy is the Director of Spa Operations, Development and Marketing for Starwood Hotels and Resorts where he is responsible for spa development across all of Starwood’s spa brands worldwide. Mr. McCarthy manages a portfolio of brands including Heavenly Spa by Westin, AWAY Spa by W Hotels, Shine Spa for Sheraton, Explore Spa by Le Meridien, and Iridium Spa for St. Regis Hotels and Resorts. Current projects include the new AWAY Spas at W Koh Samui and W Bali, the Heavenly Spas at The Westin Santa Fe in Mexico City and The Westin Pazhou in China, the Iridium Spa at the St. Regis Lhasa in Tibet and the Explore Spa at the Le Meridien Pyramids in Cairo, Egypt.

Prior to joining Starwood five years ago, Mr. McCarthy was the Spa Director at the new La Costa Resort and Spa recently revived by a $140 million dollar renovation, which included the construction of a 43,000 square foot spa. Before opening the spa at La Costa in September of 2003, Mr. McCarthy worked 14 years for Four Seasons Hotels and Resorts, opening and operating luxury resort spas worldwide including the spa at the Four Seasons Resort Maui, named the number 3 resort Spa in the world by Conde Nast Traveler magazine.

In addition to overseeing spa operations at Starwood Hotels, Mr. McCarthy has been heavily involved with the spa industry community, serving several years on the board of directors for the International Spa Association and speaking regularly at industry events including, ISPA, Leading Spas of Canada, NYSPA, WSPA, SpaTec, SpaExec, etc. He is also an avid writer as the author of “Become a Spa Owner” published by Fabjob.com and a regular columnist and contributor for “Pulse”, “LiveSpa”, “Organic Spa Magazine”, and “Positive Psychology News Daily.”

He also writes his own blog on topics of psychology and holistic wellness at http://psychologyofwellbeing.com. He holds a master degree in Applied Positive Psychology from University of Pennsylvania.

When he is not traveling around the world opening and operating resort spas, Mr. McCarthy enjoys surfing and beach volleyball and spending time with his wife Catherine and their ten-month-old son, Dylan.

Mr. McCarthy can be contacted at 914-640-8227 or jeremy.mccarthy@starwoodhotels.com

Coming Up In The April Online Hotel Business Review




Feature Focus
Guest Service: The Personalized Experience
In the not-too-distant future, when guests arrive at a hotel, they will check themselves in using a kiosk in the lobby, by- passing a stop at the front desk. When they call room service to order food, it will be from a hotel mobile tablet, practically eliminating any contact with friendly service people. Though these inevitable developments will likely result in delivered to their door by a robot. When they visit a restaurant, their orders will be placed and the bill will be paid some staff reduction, there is a silver lining – all the remaining hotel staff can be laser-focused on providing guests with the best possible service available. And for most guests, that means being the beneficiary of a personalized experience from the hotel. According to a recent Yahoo survey, 78 percent of hotel guests expressed a desire for some kind of personalization. They are seeking services that not only make them feel welcomed, but valued, and cause them to feel good about themselves. Hotels must strive to establish an emotional bond with their guests, the kind of bond that creates guest loyalty and brings them back time and again. But providing personalized service is more than knowing your guests by name. It’s leaving a bottle of wine in the room of a couple celebrating their anniversary, or knowing which guest enjoys having a fresh cup of coffee brought to their room as part of a wake-up call. It’s the small, thoughtful, personal gestures that matter most and produce the greatest effect. 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.