HOTEL BRANDS ARE
INVESTING IN THEIR
EMPLOYEES AS THEY HAVE
FOUND THAT THIS HAS A
DIRECT IMPACT ON GUEST
SATISFACTION. CAN YOU TELL
US HOW YOU HAVE INSPIRED
AND MOTIVATED YOUR STAFF
TO PROVIDE SERVICE THAT
GOES “ABOVE AND BEYOND?”
I couldn’t agree more – our Ladies and
Gentlemen are our most important
asset. We place a great deal of effort
in the training of our Ladies and
Gentlemen and as such, we directly
involve them in the planning process,
inviting the opportunity to learn
and grow. Our company’s culture is
based on empowerment whereby we
encourage and celebrate our Ladies
and Gentlemen to create unique
and memorable experiences for our
guests. Recently, we implemented a
weekly showcase of ‘wow’ stories as an
opportunity to highlight the inspiring
memories our Ladies and Gentlemen
provide our guests on a daily basis. This
has further encouraged them to build
strong relationships with our guests.
People are naturally competitive and
showcasing examples on a weekly basis
becomes a way to challenge and learn
from each other.
HOW DID YOU VENTURE INTO
A CAREER IN HOSPITALITY?
Though I was born into a family
of hospitality entrepreneurs, at
first, I actually wanted to pursue a
career in the TV and Film industry
22 ILHA
and even applied for film academy.
As I volunteered and took jobs to
further prepare and enhance my
candidacy, I quickly realized I missed
that connection to people through
the hospitality industry, and how
infectious and empowering it can be.
We are in the people business and I
missed the relationships we build with
guests and our employees.
WHAT KEY FOOD AND
BEVERAGE TRENDS ARE ON
YOUR WATCH LIST? ARE THERE
ANY THAT YOU PLAN TO
IMPLEMENT IN YOUR HOTEL?
Our guests are looking for
experiences. The days of providing
meals in a luxury setting with refined
service are no longer enough.
Especially in a market in New
York, it is critical we adapt to our
guests needs and compete with free
standing operators. We are focused
on providing a local experience, offer
guests a more flexible way to dine in an
exciting way. So, if it’s for cocktails or
a few bites you share or a three-course
meal, we have given our guest a way
to have them dine as they prefer. At
The Ritz-Carlton New York, Central
Park, we’re relooking at our outlets, in
particular, The Star Lounge, through
a different lens to complement our
sophisticated ambience with the ever-
evolving ways of the luxury consumer.
Staying true to our heritage, we feel
we have a unique opportunity to define
the luxury beverage experience in the
city. While we adapt to the tastes and
demands of today’s traveler, namely
local inspiration and locally-inspired
experiences, we will continue to remain
true to our core values.
HOW HAVE YOU USED
TECHNOLOGY TO IMPROVE
GUEST EXPERIENCE?
Over the last few years, technology
has truly become a major factor in the
luxury hotel space. We use technology
to improve efficiency and create a
seamless experience for our guests,
while still keeping a personal touch.
Our Ladies and Gentlemen proactively
obtain information to get to know our
guests, and as a result, are empowered
to create unique and memorable
experiences. Through this preparation,
the time of Ladies and Gentlemen
is freed up to have more meaningful
interactions with our guests.