by Emma Reynolds
The inner workings of luxury resorts require precise attention to detail and a passion for putting the guests first. Sure, resorts with impeccable service make it look easy on the surface, but behind the scenes, a dedicated team is working around the clock to ensure that each guest has a customized and memorable stay.
Castle Hot Springs’ General Manager, Kevin Maguire, leads this charge at our Sonoran Desert oasis. With more than 40 years of hospitality experience (notably spent at luxury hotels in Newport, RI, Sedona, AZ and Aspen, CO), he joined Castle Hot Springs in August 2020 and has established expected service levels, been instrumental in expanding the resort’s wine and beverage program, the culinary offerings, and overall operations.
“The whole focus from the top down is on the guest experience,” he says. “And the team members are the most important ingredient.” Emphasis is on training and mentoring plus providing the necessary tools for everyone to do their job. The managers all lead by example. “We are part of the process and collectively the guests benefit from that.”
Castle Hot Springs is unique in that it’s not operated by a large corporation, but an owner-run hotel that is passionately committed to the historic nature of this desert hot springs resort. Their goal is to share the rich story and preserve the incredible natural beauty while providing an elevated guest experience.
There are several important aspects that can make all the difference in how a guest feels welcomed and valued.
Castle Hot Springs General Manager, Kevin Maguire, checks on the rosemary plants growing in the resort’s garden.
Before The Guest Arrives
Preparation begins early, before a guests’ check-in date with a ‘pre-arrival call.’ Plans are then made for requested activities, spa services, dining reservations, and any food preferences or allergy information. It is at this time that the team inquiries about any special occasions or celebrations for the stay.
The resort takes food allergies very seriously and chefs prepare extensive modifications for guests before their arrival. Guests celebrating an anniversary or milestone receive a bottle of wine and a card in their room, or their restaurant reservation may include a personalized menu.
“We are meticulous to make sure we maximize the guest’s experience,” states Maguire. “We try to exceed the guests’ expectations from a service standpoint.”
Enhancing the Bar and Dining Experience
This General Manager is extremely influential in the food and beverage department. In fact, he is a chef with a history of numerous executive chef positions and an invitation to perform at the Beard House for the James Beard Foundation members.
The cocktails served at Bar 1896 are derived from the on-site farm. Flavor farmers harvest a litany of fresh herbs including mint, basil and cilantro and depending on the time of the year, farm fresh citrus. Castle Hot Springs’ mixologists shake up Bloody Marys with tomatoes from the greenhouse as well as peppers and onions from the garden. Fresher ingredients would be hard to find. The bartenders explain recipes and share best practices with the guests, finishing with elaborate or unique garnishes.
The wine program has matured during this past season, thanks to Wine Director and level two sommelier, Sarah Foote. After joining the team in August 2020, she revamped the wine menu by varietals and countries and now the list has evolved from just American wines to a beautiful selection of French, Italian and Spanish wines. The list, currently comprised of 155 labels, is a constant work in progress.
The dining experience is another way to showcase the unparalleled service of the resort. At Castle Hot Springs, staff presents dinner as a 5-course tasting menu, which can include entrees of seafood, beef, duck, pork, veal or lamb, and always a vegetarian option. “Our dinner menu changes daily,” Maguire says. Wine pairings are available, and one of three sommeliers will help take the guesswork out of selecting. “Guests can enjoy their dinner and try something they may not have had before.”
It’s the small details that make the most difference. Accomplishing this feels natural due to the small, intimate size of this desert hot springs resort. There is a relationship that develops between the guests and staff that allows guests to be included in the unique offerings of the property.
Caring About Guests and Employees
Caring about the guests means also caring about the employees. Maguire says that a crucial part of his job is to make sure that his team members are happy. In doing so, he ensures that the guests are happy and satisfied. He wants the team to feel like they’re part of something special, and that their involvement matters.
“What we do here is genuine and not contrived,” he says. Conversation is organic and exchanges are authentic. Castle Hot Springs has certainly been the recipient of many rave reviews from guests. Each day the team tries a little harder to exceed expectations at the luxury desert hot springs resort.