Well designed incentive programs can be one of the most powerful drivers of individual and team performance. But, like a chainsaw, used incorrectly they can do much more harm than good. A poorly designed incentive system can lead to unmotivated teams and even destructive behavior. Management must very carefully think through any incentive system before implementation to ensure that it is in fact motivating exactly the performance desired. A poorly thought out incentive system can easily end up provoking the exact opposite performance than was hoped for. READ MORE

Most of us have come in contact at some point in our careers with someone we called a natural leader. It is rare and more likely that the leadership skills were built over time, but he or she makes it look easy. Employers across all industries struggle with transitioning employees into management roles. It is often the same issue many entrepreneurs face when they become business owners. They have strong industry skills, but people management may not have been a focus. A top performer who is savvy about the industry and well-received by guests likely has valuable insight for other employees, but that does not mean the individual has the tools to easily transfer that knowledge to others and hold them accountable. READ MORE

A new upscale hotel development without a spa or wellness centre? Quite probably no. What not that long ago was a differentiating service element now is a basic, entry level service. This is not only true for resorts but also for urban and even business hotels, too. The commodification and standardisation of spas or wellness units is, however, only characterizes the top end of the hotel business. Very rarely one can find a full service spa in a three star property! READ MORE

Today's travelers not only seek wellness in their escape, but also have come to expect it. As a result, hotels and resorts—having recognized the demand for expanded and unique wellness programs—may need to take a closer look at their branding. It is critical to ensure the offerings are properly positioned in consumer-facing marketing and communications, as well as accurately reflected in the spa's design, staff, food options and treatment offerings. READ MORE

One of the big shifts I've seen in resort spas is the evolution of the dining experience. Spa food used to have the connotation of deprivation, a limited regime devoid of one's favorite things. Today, it's no longer bland food but a flavorful, healthy cuisine that many guests want to indulge in. We call it “intelligent cuisine” and it's not just about great-tasting, soul-satisfying food that's good for you, it's also about the provenance of the food: where it comes from, who produces it, and how it impacts the planet, our bodies and our sense of wellbeing. READ MORE