Attention to detail has helped McCarthy create exquisite spa facilities and experiences / photo: Mandarin Oriental Hotel Group
One of the first general managers I worked for in the early 90s was Chris Hart at the Four Seasons Biltmore Resort in Santa Barbara.
Recently appointed supervisor of the pool area, I was doing a walk-through of the facilities with him. He paused for a moment and asked me to point out anything out of place. I glanced around – the pool was clean and tidy, towels folded neatly and loungers all in a row. “I don’t see anything in particular,” I told him nervously.
“Look at the cabanas,” he said. “The curtains are all raised to different heights. Most guests will not pick up on this or complain about it. But if you made them all the same height, the space would feel different and guests might notice that feeling. Details matter.”
This would be the first (of many) lessons in my hospitality career about attention to detail. Attention to detail, I’ve learned, is a superpower. When used well, it’s a powerful tool that means:
1 We create spaces that are relaxing, enjoyable and harmonious
2 We design flawless service interactions – “They thought of everything!” guests will say
3 We anticipate what guests want before they even know to ask
Practice makes perfect Throughout my career, I’ve had many opportunities to develop my attention to detail. I spent months at a hotel in Beverly Hills, for example, agonising over the best system for the perfect folding of pool towels. At a resort in Maui, the manager would check the cleanliness of the steamroom with a cotton swab to find any dirt or mould hiding in the creases of tiles. In another hotel spa, I fixated on sourcing the perfect container for tea bags so they neatly aligned, with just enough sticking out for guests to know what flavours were available. Details matter.
If you have this skill, it will serve you well in a career in wellness or hospitality. If you don’t have it yet, you can hone it with intention. The best way to practice is to walk through your department with the eyes of a guest. What do they see when they lie on your massage bed? When relaxing in your tea lounge? When sitting on the toilet in your changing room?
Working in luxury means we don’t just go from good to great. We strive for perfection – to eliminate flaws no matter how minuscule. Our job is first, to notice. Then, to fix it.
Everything matters Great hospitality professionals are known for obsessing over details. We fluff the pillows just so, fold our napkins into origami artwork and place a flower under treatment beds for something to look at during a massage. For the true hotelier, no detail escapes our attention. Everything matters.
And once you have this skill, it’s like a beacon you can’t turn off – even when you’re outside work. In every establishment we visit, we see the dust on the top of the cabinet. The employee noticeboard that’s obstructing the customer’s view. The ever-so-slightly misaligned merchandise on the shelf. Ask us about a recent interaction with any business and we’ll give 30 suggestions for details that could be improved.
It’s a superpower that means you become better at everything you do. Attention to detail helped me to be successful in creating exquisite spa facilities and experiences. And it surely helped Chris Hart, who climbed the ranks of Four Seasons for more than three decades, eventually becoming president of Asia and then the Americas.
photo: Mandarin Oriental
Jeremy McCarthy has worked in the spa industry for 34 years. As group director of spa and wellness for Mandarin Oriental, he oversees spa, wellness and leisure operations at 35 luxury hotels globally. Contact him with your views on Twitter @jeremymcc
Read more from this issue of Attractions Management magazine
View contents of Attractions Management 2024 issue 1
Profile: King of Bhutan
Plans for a 'mindfulness city' nearly as big as Hong Kong have been unveiled by the King of Bhutan. Katie Barnes takes a closer look
Destination focus: London
Major hotel brands from Mandarin Oriental and Raffles to Six Senses are all investing in the UK capital, but how will they differentiate themselves asks Katie Barnes
Sponsored: Beltrami – made in Italy
Beltrami has more than 50 years’ experience creating bespoke textile products for spas around the world, with a focus on quality
Jeremy McCarthy: Details matter
Attention to detail is a superpower and necessity in the luxury spa arena, says our contributing editor
Interview: Esin Güral Argat
The owner of Joali Being tells Neena Dhillon what inspired her to create an island dedicated to transformative wellbeing in the Maldives
Family matters: The Wilhelmis
The father and son duo behind the Buchinger Wilhelmi fasting method share their exciting plans for research and innovation with Megan Whitby
First person: By royal appointment
Lindsay Madden-Nadeau has a hypo-healing experience at Atlantis The Royal, Kerzner's sister property to the iconic Atlantis The Palm
Interview: Lyndell Nelis
The wellness director for Atlantis Resorts explains how its two Dubai properties are 'smashing it' when it comes to spa performance
New opening: Kilolani Spa
Grand Wailea's famous Hawaiian spa has been transformed into a moon-inspired, open-air haven
Event report: Hotting it up
Jane Kitchen reveals the thermal spa issues and trends delegates were talking about at this industry gathering in California
Sponsored: High end
Hoar Cross Hall has a new gym to match its award-winning hotel and spa. We find out more about the transformation
Software: Building relationships
Using personal data to create tailored experiences is paramount for spas, but operators have been fined millions for breaching GDPR. How can software systems help navigate this?
Sponsored: Add life
Increasing life expectancy is one of the great achievements of our
times and Starpool is working to bring real meaning to longevity
An opportunity to reimagine one of the UK’s most recognisable towers has been formally
opened by Rivington Hark, as St Johns Beacon invites operators and partners to shape its
next phase. [more...]
Attention to detail has helped McCarthy create exquisite spa facilities and experiences / photo: Mandarin Oriental Hotel Group
One of the first general managers I worked for in the early 90s was Chris Hart at the Four Seasons Biltmore Resort in Santa Barbara.
Recently appointed supervisor of the pool area, I was doing a walk-through of the facilities with him. He paused for a moment and asked me to point out anything out of place. I glanced around – the pool was clean and tidy, towels folded neatly and loungers all in a row. “I don’t see anything in particular,” I told him nervously.
“Look at the cabanas,” he said. “The curtains are all raised to different heights. Most guests will not pick up on this or complain about it. But if you made them all the same height, the space would feel different and guests might notice that feeling. Details matter.”
This would be the first (of many) lessons in my hospitality career about attention to detail. Attention to detail, I’ve learned, is a superpower. When used well, it’s a powerful tool that means:
1 We create spaces that are relaxing, enjoyable and harmonious
2 We design flawless service interactions – “They thought of everything!” guests will say
3 We anticipate what guests want before they even know to ask
Practice makes perfect Throughout my career, I’ve had many opportunities to develop my attention to detail. I spent months at a hotel in Beverly Hills, for example, agonising over the best system for the perfect folding of pool towels. At a resort in Maui, the manager would check the cleanliness of the steamroom with a cotton swab to find any dirt or mould hiding in the creases of tiles. In another hotel spa, I fixated on sourcing the perfect container for tea bags so they neatly aligned, with just enough sticking out for guests to know what flavours were available. Details matter.
If you have this skill, it will serve you well in a career in wellness or hospitality. If you don’t have it yet, you can hone it with intention. The best way to practice is to walk through your department with the eyes of a guest. What do they see when they lie on your massage bed? When relaxing in your tea lounge? When sitting on the toilet in your changing room?
Working in luxury means we don’t just go from good to great. We strive for perfection – to eliminate flaws no matter how minuscule. Our job is first, to notice. Then, to fix it.
Everything matters Great hospitality professionals are known for obsessing over details. We fluff the pillows just so, fold our napkins into origami artwork and place a flower under treatment beds for something to look at during a massage. For the true hotelier, no detail escapes our attention. Everything matters.
And once you have this skill, it’s like a beacon you can’t turn off – even when you’re outside work. In every establishment we visit, we see the dust on the top of the cabinet. The employee noticeboard that’s obstructing the customer’s view. The ever-so-slightly misaligned merchandise on the shelf. Ask us about a recent interaction with any business and we’ll give 30 suggestions for details that could be improved.
It’s a superpower that means you become better at everything you do. Attention to detail helped me to be successful in creating exquisite spa facilities and experiences. And it surely helped Chris Hart, who climbed the ranks of Four Seasons for more than three decades, eventually becoming president of Asia and then the Americas.
photo: Mandarin Oriental
Jeremy McCarthy has worked in the spa industry for 34 years. As group director of spa and wellness for Mandarin Oriental, he oversees spa, wellness and leisure operations at 35 luxury hotels globally. Contact him with your views on Twitter @jeremymcc
Read more from this issue of Attractions Management magazine
View contents of Attractions Management 2024 issue 1
Profile: King of Bhutan
Plans for a 'mindfulness city' nearly as big as Hong Kong have been unveiled by the King of Bhutan. Katie Barnes takes a closer look
Destination focus: London
Major hotel brands from Mandarin Oriental and Raffles to Six Senses are all investing in the UK capital, but how will they differentiate themselves asks Katie Barnes
Sponsored: Beltrami – made in Italy
Beltrami has more than 50 years’ experience creating bespoke textile products for spas around the world, with a focus on quality
Jeremy McCarthy: Details matter
Attention to detail is a superpower and necessity in the luxury spa arena, says our contributing editor
Interview: Esin Güral Argat
The owner of Joali Being tells Neena Dhillon what inspired her to create an island dedicated to transformative wellbeing in the Maldives
Family matters: The Wilhelmis
The father and son duo behind the Buchinger Wilhelmi fasting method share their exciting plans for research and innovation with Megan Whitby
First person: By royal appointment
Lindsay Madden-Nadeau has a hypo-healing experience at Atlantis The Royal, Kerzner's sister property to the iconic Atlantis The Palm
Interview: Lyndell Nelis
The wellness director for Atlantis Resorts explains how its two Dubai properties are 'smashing it' when it comes to spa performance
New opening: Kilolani Spa
Grand Wailea's famous Hawaiian spa has been transformed into a moon-inspired, open-air haven
Event report: Hotting it up
Jane Kitchen reveals the thermal spa issues and trends delegates were talking about at this industry gathering in California
Sponsored: High end
Hoar Cross Hall has a new gym to match its award-winning hotel and spa. We find out more about the transformation
Software: Building relationships
Using personal data to create tailored experiences is paramount for spas, but operators have been fined millions for breaching GDPR. How can software systems help navigate this?
Sponsored: Add life
Increasing life expectancy is one of the great achievements of our
times and Starpool is working to bring real meaning to longevity
Hotel de France, located on the British Isle of Jersey, has created a wellness retreat package
that includes a hot yoga session that will take place in Jersey Zoo’s butterfly sanctuary.
A new immersive attraction designed to transport visitors into the final hours of ancient Pompeii
is preparing to open near the world-famous archaeological site in southern Italy.
Experience design company, BRC Imagination Arts, has completed a transition that sees founder
Bob Rogers pass ownership of the business to four long-serving senior executives, while
remaining actively involved with the company.
Movie Park Germany has opened a new Paramount Pictures-themed attraction as part of its 30th
anniversary celebrations, using immersive storytelling and adaptive reuse to reinforce the park’s
longstanding “Hollywood in Germany” positioning.
Therme Manchester’s 28-acre development, which will include interconnected glass pavilions
that measure 65,000sq m, will be the largest bathing and wellbeing attraction in the world once
complete, according to prof David Russell, CEO of Therme UK.
Efteling has opened Hooghmoed, a new family drop tower designed to broaden the appeal of its
recently launched Sirene Island themed area and introduce younger visitors to thrill attractions.
A proposed Puy du Fou development near Bicester and Universal Destinations and Experiences’
planned resort in Bedford are emerging as part of a wider transformation of the Oxford–
Cambridge Growth Corridor into a major centre for UK leisure and tourism inv
Shedd Aquarium has opened the Immersion Theater developed in partnership with SimEx-
Iwerks, as part of a wider strategy to enhance the guest experience and create additional
revenue opportunities.
The UK government has announced a temporary reduction in VAT on visitor attractions and
children’s meals as part of a summer cost-of-living support package designed to stimulate the
visitor economy and encourage family days out.
As designer Yinka Ilori prepares for his first solo gallery show in London, he speaks exclusively
to CLADmag about his mission to spread joy, the power of play, and his bold approach to using
colour (including the colours you won’t see in his work).
The government of Thailand is exploring plans for a THB300bn (£6.3bn, US$8.3bn)
entertainment complex in the country’s Eastern Economic Corridor (EEC), with officials
proposing a large-scale theme park and sports destination as part of a broader tourism and
economic development strategy.
An opportunity to reimagine one of the UK’s most recognisable towers has been formally
opened by Rivington Hark, as St Johns Beacon invites operators and partners to shape its
next phase. [more...]
