them practical, personalized and
evidence-based guidance for living a
healthier life.
“Mandarin Oriental Hotel Group
believes that travelers are looking for more
robust wellness experiences. Working
with the world-renown expertise of Mayo
Clinic helps the group deliver this in a
way that upholds the authenticity and
quality that the brand is known for,” says
McCarthy.
In addition, Kohl says “the strategic
relationship also provides a channel
through which Mayo Clinic can reach an
international population that may be less
familiar with its broad, deep medical
expertise, building on its already favorable
reputation and fulfilling its moral
obligation to share its knowledge with the
world so that people everywhere can live
healthier, live better, and live longer.”
Overcoming Challenges
Like in any type of partnership, there were
a few initial hurdles to jump through.
“The most significant challenge was
getting better acquainted with each
other’s industry nuances. Learning about
“This collaboration represents a new paradigm in
the hospitality and medical industries. For the first
time, a leading academic medical center has entered
into a strategic relationship with a premier hotel
brand to approach
the market
with a joint
vision for
‘preventive
wellness.’”
JEFF KOHL
Chief Operating Officer • Spa & Club
Ideations LLC • Las Vegas, Nevada
and embracing each other’s operational,
cultural, and social attributes was critical
to success,” says Kohl. “Though each
entity offers complementary services to
complete the other’s product and service
portfolio, getting to know the intricacies
of each entity’s way of doing business
required a substantial investment on the
part of both teams.”
Perhaps one of the most challenging
components of the partnership was
looking at every little detail. According to
both Kohl and McCarthy, bringing
together all the “moving parts”—which
required input from multiple departments
in each institution—proved to be complicated. Participation by department
representatives from legal, finance, supply
chain management, human resources, IT,
operations, marketing, etc., was necessary
in order for the joint venture to succeed.
(CONTINUED ON PAGE 30)
Fitness room at the Dan Abraham Healthy Living Center on the Mayo Clinic Campus in Rochester,
Minnesota.
Criteria Categories
According to McCarthy and Kohl, for the program to be successful,
each organization’s team should understand that alignment within
the seven criteria categories was critical. By adhering to the criteria
below, guests benefit from a more memorable experience and
enhanced well-being.
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Commitment to quality
Dedication to best-in-class
service
Philosophical likemindedness
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Shared vision and goals
Spirit of innovation
Outcomes-focused
Brand strength