Future Hospitality Leaders Go Behind the Scenes
Hilton Garden Inn New York Times Square South and Hotel Alameda at the Highline hosted a group of talented hospitality students from New York University’s Jonathan M. Tisch Center of Hospitality last month for an educational and insightful site tour.
The event provided the students with a unique opportunity to go behind the scenes at two of M&R’s premier properties, where they gained valuable insights into hotel operations, guest service and industry best practices.
Area General Manager David Ruas and Assistant General Manager Wilmer Castillo played a key role in the tour, answering questions and sharing their wealth of knowledge. The students were led by Professor Fredrik Sjoberg, an adjunct instructor at NYU’s Jonathan M. Tisch Center of Hospitality and an experienced hotel operator with a background in both boutique hotels and family-owned hotel groups in Scandinavia.
The tour walked students through the various aspects of hotel operations that contribute to top-tier service, focusing on crucial topics such as performance measurement, training, service quality and the importance of adhering to brand standards to deliver consistent and seamless guest experiences.
The students were eager to learn what it takes to run a successful hotel from the hands-on experiences and expertise offered by the hotel leadership. The session was interactive, with students engaging in meaningful discussions and asking insightful questions about the intricacies of hotel management.
Among the topics discussed were performance measurement and audits. David and his team explained how hotels use various metrics to assess their operations and ensure they meet high standards. They also emphasized the significance of gathering and responding to guest feedback as an essential part of improving service.
The students also learned about the comprehensive training and onboarding processes that help staff members meet the expectations of the hospitality industry as well as the critical nature of crisis and incident management, especially in ensuring guest safety and comfort.
David expressed his gratitude for the opportunity to contribute to the students' education, saying, “A special thank you to Professor Fredrik Sjoberg for organizing this valuable experience for his students and for his dedication to helping them gain a deeper understanding of the hospitality world. We look forward to continuing our support for educational initiatives and supporting the leaders of tomorrow.”
