The Chateau Lafayette at Nemacolin Woodlands Resort.
Bringing in an Expert
Chris Bird, director of operations at Nemacolin Woodlands
Resort & Spa, recommended bringing in Jean Kolb, executive
coach and owner of Well By Choice, to help coach Hatcher
on industry leadership as well as serve as interim spa
director in her absence.
“The energy of a fresh approach helped us
elevate our service,” says Bird. “The treatment
room presentation was enhanced. All the spa
leaders evolved their approach to service as
well as leadership. Accountability throughout
the spa was increased. Katlyn truly became a
leader. She is now empowered and operates with
the intention of 100 percent ownership of her
business.”
Bringing in an expert like Kolb can bring a fresh perspective
to even the most successful of spas. Case in point, Nemacolin
already had some great management structures and best
practices in place, but having the foresight to bring in a
seasoned industry expert allowed fresh eyes to examine their
vision and implement changes with a fast turnaround.
According to Kolb, she was able to set a new vision, develop a
long-term action plan, and work with the leadership team to
implement the majority of their objectives within a six-month
period.
“I cannot think
of a greater
need in
the spa
industry
for the
long-term
sustainability
of our businesses.”
— Jean Kolb
Owner
Well By Choice
Kohler, Wisconsin
May 2017
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