Pulse May 2017 | Page 63

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 ■ PULSE 61