Mr. Maack

Rick Maack

Owner

Balance Spa Management

Rick Maack is the Business Development Partner and Owner of Maack Management and Balance Spa Management, a fully outsourced option for the spa, salon and fitness center of luxury hotels. Mr. Maack leases space from hotels and/or building owners providing a lease income stream and revenue share to hotel partners. Mr. Maack operates seamlessly with the hotel, using the hotel brand and look. All expenses of operation are borne by Maack Management and a revenue share option is included in most leases. The revenue share with the hotel assures that the spa and the hotel have like goals.

Mr. Maack and his wife Kelly entered the spa and fitness business to capitalize on the combination of transforming human needs and the resulting emergence of the hybrid category within the wellness and spa industries. This category merges the synergistic elements of these industry segments with full-service hotels and large luxury residential communities in urban settings.

Mr. Maack and his team have also completed several consulting projects for hotels groups and independent spas and wellness centers. These projects included, marketing plans, branding, spa concept development, spa and fitness center design, pre-opening project management, and needs and feasibility assessments.

Maack Management and Balance have worked with InterContinental Hotel Group, Loews Hotels, Omni Hotels, The Windsor Court in New Orleans, Hilton Hotels, the Essex House in New York City and other independent hotel brands.

Mr. Maack joined Balance 2003 as the Director of Business Development. He purchased the company with his wife Kelly in 2007 rebranding as Maack Management. Prior to this, he was Business Development Director for Concept Heaven, an Interactive Internet Marketing company located in Manhattan where he was responsible for major account sales and marketing in the salon, spa and beauty space. Clients included Aveda, Este Lauder and Kerastase brands. Earlier in his career, Mr. Maack worked as a CPA for PricewaterhouseCoopers and has completed several consulting projects in the Internet commerce space.

Mr. Maack can be contacted at 302-223-5942 or rick@maackmanagement.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 Ė 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. Itís 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. Itís 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.