The Challenge of Serving Medical Guest s and Their Loved Ones

Gen 4 Lobby Woman Yellow

Since the opening five months ago of the Fairfield Inn & Suites New York Manhattan Central Park − our newest hotel − our sales team has been struck by the number of bookings generated by Mount Sinai West, a full-service medical center at 10th Avenue and West 58th Street, less than a block east.

Rooms have been booked by patients receiving care at the hospital, who typically check in either before or following their procedures. Many stay to recuperate past the point when they require frequent medical care. Some are the family members who accompany their loved ones.

For the front desk, housekeeping, bell desk and breakfast teams, serving these guests often requires a special level of sensitivity. Unlike typical leisure or business travelers, who almost always are upbeat and happy to be staying at a lovely new hotel, medical guests understandably are more focused on their personal situations.

Certainly, the needs of these different guests may differ, whether that means special requests at breakfast, additional towels or bath amenities, assistance hailing a taxi or simply providing a sympathetic ear.

I’m proud that our associates respond with kindness and understanding. Indeed, serving these special guests has given new resonance to our goal of providing “hands-on hospitality,” whatever that may entail.

M&R Hotel Management Names Regional Director of Travel Industry Sales

Laurie Oliver 2-2017-smallM&R Hotel Management today announced the appointment of Laurie Oliver as regional director of travel industry sales, responsible for managing sales on behalf of the company’s 17 managed hotels to travel agents, wholesalers, consortia, tour operators, receptive operators and tour groups.

Oliver, a 40-year hospitality industry veteran, previously served Intercontinental Hotels Group as key account director, leisure and airline sales, where she managed and developed sales and strategic partnerships with large leisure wholesale accounts.

From 1982 to 1991, she served IHG as director, CMH Caribbean and Latin America. She began her career with IHG’s predecessor, Holiday Inn International, in 1977.

Oliver studied business at Nassau Community College, Garden City, New York, and served nine years as a board member of the International Inbound Travel Association, formerly the Receptive Services Association of America.  She also is a member of the American Bus Association, National Tour Association and HSMAI’s New York chapter.

“Laurie is an accomplished leisure account director with proven revenue-generation skills,” said Janelle Schwartz, M&R Hotel Management vice president, sales, marketing and revenue management. “She has consistently exceeded her goals, generating high customer satisfaction rates through exemplary service.”

M&R Hotel Management, based in Great Neck, New York, operates five hotels in Manhattan, including the Fairfield Inn & Suites New York Manhattan Central Park, the Holiday Inn New York City – Times Square, the Holiday Inn NYC – Lower East Side, Holiday Inn Express Manhattan Midtown West and Comfort Inn Midtown West.

M&R expects to open a sixth Manhattan hotel, the Hilton Garden Inn New York Times Square South, in June.

The company also manages six hotels in Queens, including the Holiday Inn New York JFK Airport Area, Holiday Inn Express New York JFK Airport Area, Best Western JFK Airport Hotel, Days Inn Jamaica – JFK Airport, Holiday Inn Express LaGuardia Airport and Holiday Inn L.I. City – Manhattan View.

In addition, M&R manages three hotels on Staten Island, the Holiday Inn Staten Island, Holiday Inn Staten Island West and Comfort Inn Staten Island. M&R also manages the Holiday Inn Express Roslyn-Manhasset Area in Nassau County, New York, and the Clarion Hotel & Suites Curacao in the Caribbean.

M&R’s portfolio includes the brands of Marriott International, Hilton Worldwide, InterContinental Hotels Group, Choice Hotels International, Wyndham Hotel Group and Best Western Hotels & Resorts.

M&R’s business plan calls for expansion of its portfolio in the New York metropolitan area and beyond through third-party management contracts.

In addition to management, M&R provides consulting services in hotel site and contractor selection, feasibility analysis, permitting, financing, human resources support, sales and marketing, revenue management, food & beverage management, brand management, account and risk management audits, e-commerce, design, procurement, accounting and engineering.

M&R Names General Manager for Holiday Inn Express Midtown West

monika-wojcik-2760-12-2016M&R Hotel Management today announced the appointment of Monika Wojcik as general manager of the 177-room Holiday Inn Express Manhattan Midtown West at 538 West 48thSt.

Wojcik, a 12-year hospitality industry veteran who has managed hotels in Westchester County and elsewhere in upstate New York, will oversee the hotel’s operations, sales, marketing, security, maintenance, housekeeping and accounting.

Wojcik joins M&R Hotel Management from the Hampton Inn White Plains/Tarrytown in Elmsford, New York, where she was general manager from 2015-2016. She was opening general manager of the Holiday Inn Express & Suites Peekskill-Lower Hudson Valley in Peekskill, New York, from 2013-2015, opening general manager of the Hampton Inn & Suites Poughkeepsie, New York, from 2008-2013 and assistant general manager of the Hampton Inn Middletown, New York, from 2005-2008.

Before joining the hospitality industry, Wojcik worked in customer service for LOT Polish Airlines from 1999-2005.

Wojcik earned bachelor’s degrees in business management and hospitality and tourism, respectively, at the Economic Academy and Physical Education Academy both in Krakow, Poland. She is fluent in English and Polish.

“Monika’s extensive experience as a general manager, including for the Holiday Inn Express brand, plus her background in customer service make her well qualified to meet the challenges of her new assignment,” said Brian McSherry, M&R Hotel Management chief operating officer.

The Holiday Inn Express Manhattan Midtown West features king, queen and double rooms, grab-and-go lobby market and guest laundry. Complimentary amenities include 24-hour fitness and business centers, Express Start hot breakfast Wi-Fi throughout the building, bottled water and daily newspaper.

The hotel is located near the Jacob K. Javits Convention Center, Times Square, the Broadway theater district and world-class shopping and restaurants. The hotel is also a short walk from the Manhattan Cruise Terminal, making it a convenient choice for pre- and post-cruise visits to the Big Apple.

M&R Hotel Management, based in Great Neck, New York, operates five other hotels in Manhattan, including the Comfort Inn Midtown West at 548 West 48th St., the Fairfield Inn & Suites New York Manhattan Central Park at 538 West 58th St., the Holiday Inn New York City – Times Square at 585 Eighth Ave. and the Holiday Inn NYC – Lower East Side at 150 Delancey St. M&R is scheduled to open a sixth Manhattan hotel, the Hilton Garden Inn New York Times Square South at 326 West 37th St., in May.

The company also manages six hotels in Queens, including four near John F. Kennedy International Airport, one near LaGuardia Airport, and one in Long Island City, three hotels on Staten Island, one in Nassau County, New York, and one on the Caribbean island of Curacao.

M&R’s portfolio includes the brands of Marriott International, Hilton Worldwide, InterContinental Hotels Group, Choice Hotels International, Wyndham Hotel Group and Best Western Hotels & Resorts.

M&R’s business plan calls for expansion of its portfolio in the New York metropolitan area and beyond through third-party management contracts.

In addition to management, M&R provides consulting services in hotel site and contractor selection, feasibility analysis, permitting, financing, human resources support, sales and marketing, revenue management, food & beverage management, brand management, account and risk management audits, e-commerce, design, procurement, accounting and engineering.

A Bright Future for Emerging Submarkets

Midtown New York

In a traditionally robust market like New York City, minor setbacks in average daily rate during the last few years are most likely only temporary. The number of guest rooms sold since 2007, for example, has jumped by a very healthy 37 percent to more than 7.6 million rooms. In fact, a year-end report issued two months ago by the highly respected lodging consulting firm HVS described the New York market as remaining “phenomenally strong.”

Much of that strength comes from the growth of submarkets like the Lower East Side, the Far West Side and Times Square South, where a generation ago there was little, if any, hotel development. As the HVS report notes, in recent years the city’s more established hotel destinations (Midtown East and West and the Upper East Side) “filled up,” forcing developers to look to new neighborhoods in search of opportunity.

M&R Hotel Management has been the beneficiary of this trend, successfully operating new hotels in each of these three submarkets as well as Long Island City, a Queens neighborhood just across the East River from Manhattan. It’s a trend likely to continue. (Our latest project, the 252-room Hilton Garden Inn Times Square South at 326 W. 37th St., is scheduled to open this May.)

These submarket hotels tend to be in a category known in the hospitality industry as the midmarket, with rates priced at a discount compared with higher-end hotels in core markets. They appeal to rate-sensitive travel buyers including U.S. and international tour groups, notably student groups.

The future bodes well. As these submarkets become more established, the need for discounts (and the degree of discounts) should diminish, according to HVS.

General Manager Named for New York’s New Hilton Garden Inn

felix-maldonado-2713-12-2016M&R Hotel Management today announced the appointment of Felix Maldonado as the general manager of the 250-room Hilton Garden Inn New York Times Square South, now under construction at 326 West 37th St. and scheduled to open in June.

The hotel will be the first Hilton brand in M&R’s 17-property managed portfolio.

Maldonado, a 35-year hospitality industry veteran who has managed a variety of hotels in the greater New York market, will oversee the Hilton Garden Inn’s operations, sales, marketing, security, maintenance, housekeeping and accounting.

Maldonado joins M&R from Highgate Hotels, which he served from 2012 to 2015, first as general manager of the Hampton Inn Manhattan − Times Square North, then general manager of the Hilton Garden Inn New York/Times Square Central and finally general manager of the Renaissance New York Hotel 57.

From 2003 to 2012, Maldonado was director of rooms and then director of front desk operations at the Loews Regency New York Hotel. He served Interstate Hotels & Resorts from 2002 to 2003, first as front office manager and then communications director at the Park Central Hotel New York.

Earlier in his career, Maldonado served Manhattan East Suite Hotels (now Affinia Hospitality) from 1999 to 2001, serving as assistant front office manager at The Benjamin and then front office manager at the Beekman Tower Hotel, both in New York. During this period, he also worked weekends at The Garden City Hotel, New York, as a guest services manager.

He began his hospitality career while still in college in 1982, working as a front desk agent at the Hotel Tudor, the Park Central (then part of Omni Hotels & Resorts) and the Omni Berkshire Place, all in New York. In 1988, he joined Le Parker Meridien in Manhattan full-time as assistant manager, leaving in 1990 to work in the garment, retail and commercial industries before returning to hospitality.

Maldonado earned a bachelor’s degree in physics at New York University. He is a certified fire safety director and member of the Hotel Association of New York City Inc. and its Sustainability committee. Fluent in English and Spanish, he has a working knowledge of French, Italian, Portuguese and German.

“Felix’s specific experience with the Hilton Garden Inn brand and his in-depth knowledge of the Manhattan market, including the Times Square and Times Square South markets, makes him truly qualified to take the helm of this new hotel,” said Brian McSherry, M&R Hotel Management chief operating officer.

hgi-double-double

Hilton Garden Inn (rendering)

The Hilton Garden Inn New York Times Square South features king and double rooms, 24-hour business and fitness centers, full-service restaurant, lounge, evening room service, meeting room and Garden Market grab-and-go. Other amenities include complimentary daily newspaper and wireless internet service.

The hotel is located near the Jacob K. Javits Convention Center, Times Square, the Broadway theater district, the emerging Hudson Yards neighborhood and word-class shopping and dining. The hotel is also within walking distance to New York Penn Station and Port Authority transit hubs.

M&R Hotel Management, based in Great Neck, New York, operates five other hotels in Manhattan, including the Fairfield Inn & Suites New York Manhattan Central Park at 538 West 58th St., the Holiday Inn New York City –Times Square at 585 Eighth Ave., the Holiday Inn Express Manhattan Midtown West at 538 West 48th St., the Comfort Inn Midtown West at 548 West 48th St. and the Holiday Inn NYC – Lower East Side at 150 Delancey St.

The company also manages six hotels in Queens, including four near John F. Kennedy International Airport, one near LaGuardia Airport and one in Long Island City; three hotels on Staten Island; one in Nassau County, New York; and one on the Caribbean island of Curacao.

M&R’s portfolio includes the brands of Hilton Worldwide, Marriott International, InterContinental Hotels Group, Choice Hotels International, Wyndham Hotel Group and Best Western Hotels & Resorts.

M&R’s business plan calls for expansion of its portfolio in the New York metropolitan area and beyond through third-party management contracts.

In addition to management, M&R provides consulting services in hotel site and contractor selection, feasibility analysis, permitting, financing, human resources support, sales and marketing, revenue management, food & beverage management, account and risk management audits, e-commerce, design, procurement, accounting and engineering.