Creating Spas with Great Personas

A strong and driven corporate operations leader with 25+ years of proven accomplishments in the luxury hospitality and spa industries, Michelle L. Kinney, Chief Operating Officer, Trilogy Spa Holdings, is a pioneer in creating a culture of inclusion, collaboration, and accountability. Michelle knows that a culture of work-life balance, supporting the programs and training for staff, and creating an atmosphere of divergent and innovative thinking and a willingness to consider solutions is extremely important for every organization. “In collaboration with the leadership team, I am committed to establishing standards and strategic initiatives that drive sustainable growth, focus on operational excellence and provide unique and memorable experiences for our guests,” says Michelle. “I am passionate about building and maintaining trusted relationships with our key customers, clients, partners, and stakeholders, as well as bringing the mission, vision and values of Trilogy Spa Holdings to life for the employee-partners and partners we serve.”

Realizing a vision of bringing together experts within the wellness/hospitality sector, the pioneering leader has created a “best of the best” team. Being an inspiring leader, Michelle ensures that she is creating and encouraging career paths not traditionally made available within the industry and removing hurdles for such individuals to bring thoughts, ideas, and talents to the table. “I live by the mantra of ‘hire the best, most passionate, aspirational individuals and then get out of their way while standing alongside them for encouragement and support’,” she adds. “I have also been a support system to the female business owners who are out there trying hard to establish themselves. I ensure that I mentor those who have a true desire to continue learning and growing every day.” Being a true professional role model for excellence, Michelle continually seeks opportunities for up-and-coming leaders to further their skills and talents and encourages that process through moral and financial support.

Hence, she has been building a company that provides a path forward for future growth in diverse ways within the wellness sector. Imparting her years of experience as a mentor while riding the fine line of letting others learn through trial and error, Michelle lets small failures teach great lessons which ultimately lead to success. “I had considered myself successful when I loved what I was doing and going to work every day was exciting.

Once I realized my strength in leadership and mentoring others, it became a matter of how I could do more of that in whatever position I was in,” she elucidates. “I lead with empathy. Listening and being empathetic to whatever challenges are happening in the lives of those you work with, both personally or professionally, is something that I follow closely. I still hold people accountable for performance but supporting them and finding the best way for them to achieve that.” Armed with this unique mindset, Michelle has been taking the company to new heights.

Co-founded in 2011 by David Stoup, a 35-year spa industry veteran, and Bob Boykin, Trilogy is dedicated to operating the most innovative, service-centric, and performance-optimized branded spas in the hospitality industry. “One of the biggest achievements of our organization is that it has grown through word of mouth. Our success has organically grown through referrals and doing great work for our clients,” explains Michelle. “Our goal for the near future is unit growth that allows for the continued education, mentoring, and support for our Employee partners to continue to enhance their career paths with Trilogy.”

For the days to come, the steadfast leader is looking to train the team over the next several years and step into a Co-chairman’s role. “We are creating a culture that invests in the learning opportunities and growth of it’s leaders while defining the vision of Flawless Service, Every Guest, Every Day with clarity and purpose, has been some of the secret sauce to our success,” says Michelle. “Investing in our people has been as equally important as investing in the quality of service we strive to provide. It starts with your own team and their ability to thrive within your well-defined culture.” WL