A
A SERVICE MENTALITY AND SHEER WILLPOWER MAKE CAROLINE MACDONALD FORCE OF HER OWN .
THE PEOPLE ISSUE
Caroline MacDonald is group vice president of sales , distribution and business performance , Rosewood Hotel Group
Caroline MacDonald , group vice president of sales , distribution and business performance , Rosewood Hotel Group , is here to serve . Called to public service , MacDonald was a U . S . Air Force staff sergeant who handled personnel administration in times of peace , and trained to plot nuclear , biological and chemical fallout in times of war . Her altruism combined with psychological and strategic prowess gleaned from the military has fortified her civilian career in hospitality . During the pandemic , her crisis management skillset has proven a true asset for Rosewood and the numerous charities where she volunteers .
DETERMINED
TO
SERVE
A
Contributed by ALICIA SHEBER
A SERVICE MENTALITY AND SHEER WILLPOWER MAKE CAROLINE MACDONALD FORCE OF HER OWN .
“ How do I serve my organization ? How do I serve my team ? How do I serve our mission as a hospitality company ?” asks MacDonald . These considerations are integral to her personal ethos and COVID-19 ’ s mayhem meant reevaluating her answers — quickly .
Rosewood responded swiftly to the disruption by connecting with customers , corporate partners , agents and industry professionals to understand guests ’ barriers to travel , plus what would pique their interest enough to take a trip . Ever-changing travel restrictions across the globe have been quite challenging , says MacDonald , since each property ’ s location falls under different government regulations . Laws requiring U . S . citizens to be tested before traveling compelled Rosewood to create protocols facilitating this too . They found that personalizing every step of guest interaction reassured travelers that each experience would account for their concerns , and Rosewood pledged that changes would enhance experiences rather than reduce them for the sake of sanitization .
BECOMING A DESTINATION With the pandemic curtailing local excursions and exploration , Rosewood ’ s hotels and resorts suddenly became travel destinations unto themselves , not just places to stay . Guests wanted to be entertained throughout their visits , prompting properties to create complete holiday experiences inspired by the innovative , sometimes unconventional use of space .
For example , with children learning online and parents working from home , Rosewood Miramar Beach in Montecito , California , launched remote