BY KRISTINE HUFFMAN

Throughout 2024 , Pulse will feature interviews and insights about front desk and frontline roles , highlighting opportunities for career development within the spa industry .

MINDI MORIN is managing director of Canyon Ranch Lenox , where she oversees all resort operations activity . Morin brings a wealth of knowledge from a variety of high-end hotels and resorts throughout North America and from her family ’ s experience running successful bed-and-breakfasts and fine dining restaurants in Canada . For more than 16 years , Morin worked in various aspects of hotel operations at six Fairmont Hotels and Resorts properties , including director of rooms and director of restaurants . Morin received a Bachelor of Science degree in Hospitality Administration and Management from California State University , East Bay .

“ IT ’ S NOT JUST ABOUT THE PANCAKE ,” says Mindi Morin .“ I had a long-time guest who was complaining about her stay , and particularly that we no longer served ‘ her ’ pancake . As I began to dig deeper , her disappointment was more about what the pancake represented to her in relation to her first life-changing visit to the Ranch and the reality of change / loss in her life . I use this story as an example to our new front-line employees . To turn around an unhappy guest , you need to understand the core of the problem . We can mix her up the pancake , and we need to help her feel she ’ s still at home here as our property continues to evolve .”

Pulse recently spoke with Morin about her recipe for cooking up a customer service culture .

Ingredient # 1 : Team — The Right Cooks

Kristine Huffman for Pulse : What do you look for when you ’ re hiring a receptionist or front desk person ? Mindi Morin : A willingness to learn and the knowledge about what they ’ re applying for . I think that it ’ s okay if people don ’ t have experience , as long as they are here for

40 PULSE n JUNE 2024