There is a steadiness to the way Kristi Dickinson speaks about spa.
Not the language of trends or disruption—but of care, of continuity, of responsibility. As Senior Director of Spa & Wellness for Hyatt, Dickinson oversees Anara Spa at Grand Hyatt Kauai—one of the largest and most established resort spas in Hawai‘i—while also supporting properties across the islands. With more than two decades in luxury hospitality, her career has taken her through some of the industry’s most respected institutions, from Canyon Ranch Woodside to Rancho Valencia to The Mayflower Inn & Spa.
But it was a personal turning point—a year spent sailing, and a decision to step away from the top role—that ultimately brought her to Kaua‘i. What she found went far beyond an opportunity, she found a legacy—a team with decades of tenure,
a spa that had lost some of its footing, and a place that still held, at its core, something worth restoring.
What follows is a conversation with Kristi on leadership, trust, culture, and what it means to care for a spa that has become, in many ways, part of the community itself.
You came to Kauai after stepping away from a General Manager role. What brought you here?
It was a real reflection point in my life. I had taken a year off—I was sailing in the Bahamas—and I was asking myself, do I really want to stay in this industry? And the answer was yes. I love spa and wellness, and I’m good at what I do.
At the same time, I had this idea that maybe I wanted to live somewhere I could surf. A friend was moving to Kauai, and I said, “If they’re hiring at the Grand Hyatt, let me know.” They were—but for an Assistant Spa Director role. So, I had that moment with my ego. Do I really want to take two steps back? And I decided—living my life is more important.
What did you walk into when you arrived?
It was a very tricky time—right after the pandemic. Demand was through the roof, but the spa had gone through a lot. The menu had been stripped down. There was deferred maintenance. And the team—honestly—they were a bit broken-hearted.
This is a legacy spa. People here had a lot of pride in it, and they felt like it had lost its shine. So instead of building relationships in the traditional way, it felt like the foundation was cracked. And we had to rebuild that first.
How do you rebuild something like that?
Layer by layer. Listening to the team—what they loved about the place, what the guests loved about the place. Reconnecting them to their purpose. Reconnecting them to culture. And then making sure the facility reflected that—so they could feel proud of where they work. A lot of it is simply recognition. Celebrating them. And over time, you start to feel that shift.
I was asking myself, do I really want to stay in this industry? And the answer was yes. I love spa and wellness, and I’m good at what I do.
You’ve described the spa’s personality in a very specific way—as “Auntie.” What do you mean by that?
“Auntie” is someone who nurtures everybody. She’s the house you go to when you’re celebrating something. The place you go to reunite with friends and family. The place you go when you need someone to give you a cup of chicken soup . . . give your soul a hug. There’s comfort here. Familiarity. Ease. It’s about being real, not about being perfect.
There’s a remarkable level of tenure on your team. How does that shape the culture?
It shapes everything. About 50 percent of our team has been here 15 years or more. We have people who’ve been here over 30 years. That creates a very strong culture—but it also means expectations are high.
There’s a trust factor. People have seen leaders come and go. One of the estheticians told me my first week, “Let’s see how long you last—you’re my 13th spa director in 35 years.” And I understood that. When you look at the history here—what people have experienced—you understand why trust isn’t given easily. You have to earn it.
You’ve placed a strong emphasis on cultural training. Why was that important?
It’s about respect. We worked with a cultural practitioner here on Kauai, and the focus wasn’t on technique—it was on understanding. Language, values, the concept of pono—doing what is right—and mana, which is energy. The guest may never see that directly. But what changes is the provider. They’re grounding themselves differently. They’re connecting to the land. They’re setting intention in a different way. And that creates a sense of place that’s authentic—not something you can manufacture.
You’ve said the spa is “dated—and it works.” What do you mean by that?
I learned this at The Mayflower—if people come to a place because they love how it feels, you have to be very careful about how you change it. For us, that feeling is comfort. Ease. Familiarity. It’s a practical spa. Just come as you are. We’ve made updates—fitness center, retail, relaxation areas—but the best parts, the open-air settings, the natural materials, that indoor–outdoor flow . . . those stay. Because that’s the essence of the place.
What do you see as the future of Anara Spa?
I see the potential in glimpses. We’ve done a lot—but there’s more to do. Expanding couples’ spaces, more hydrotherapy, continuing to evolve the experience. But the foundation is strong. Great ownership. Great team. Great destination.
I won’t run out of things to do.
Mary Bemis
A pioneering voice in spa and wellness journalism, Mary Bemis has spent four decades chronicling, championing, and helping shape the modern spa industry. As Founder and Editorial Director of Insider’s Guide to Spas, she brings a distinctive editorial perspective informed by a career that has helped define the language and landscape of spa media. Mary launched American Spa magazine in 1997, co-founded Organic Spa, and helped launch Luxury SpaFinder and NewBeauty. Her industry leadership extends to board service with ISPA, NYSPA, and WSPA, the latter two organizations she helped establish. She has also served as Special Advisor to the Balneology Association of North America. Today, she serves as Special Advisor to Global Wellness Day and sits on the board of the International Sauna Aid Foundation. Recognized among Medika Life’s Top 30 Influential Voices Transforming Wellness, Mary is also a recipient of the prestigious ISPA Dedicated Contributor Award, an inaugural Folio Top Women in Media honoree, and an American Spa Wonder Woman of Wellness. Her mission remains as steadfast as ever: to keep spa culture alive and relevant, honor its roots, challenge its shortcomings, and inspire an industry to live up to its promise.
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