Elevating the Guest Experience An Interview with Susanne Hatje, General Manager, Mandarin Oriental, New York Asiate with its city views (left); Time Warner Center at dusk (above) EDITORS’ NOTE In June 2013, the city skyline; a renowned culinary ex- destination in New York City. To continue to capture Susanne Hatje assumed her current perience; and an award-winning Five-Star the interests from the local community, Asiate offers post. She has over 25 years of experi- Spa. The hotel’s success lies with its dedi- a menu that changes seasonally. The restaurant re- ence in the hospitality industry and cated team of colleagues, many of which cently introduced monthly wine dinners hosted by has held senior management positions have been with the hotel since its open- some of the world’s most exclusive wineries and, in at Mandarin Oriental for the past 13 ing, who are committed to elevating the 2014, will be welcoming a series of guest chefs from years. Her previous post was as Group guest experience each and every day. around the globe. Director of Residences and earlier she Would you highlight some of the How important is a high-level spa offer- was the launch General Manager at projects that guests can expect in the ing for a luxury hotel today, and would you Mandarin Oriental, Boston and The coming years? provide an overview of your spa facilities? Landmark Mandarin Oriental, Hong At Mandarin Oriental, New York, Our spa welcomes guests with a range of ex- Kong. She was also General Manager our goal is to be an innovative leader in periences and journeys in luxurious and soothing of Mandarin Oriental, Munich and Susanne Hatje the hospitality industry, and to constantly surroundings that is unlike any other in New York Resort Manager at Kahala Mandarin change and evolve with our guests’ needs. City. The beautifully designed space offers the city Oriental, Hawaii. Earlier in her career, Hatje Finding our guests are traveling with multiple skyline as its backdrop and décor that has Eastern worked in New York City as Assistant Manager of Internet-ready devices and require constant con- infl uences with contemporary New York touches. The Mark, New York, when the property was part of nectivity, we recently made a major investment to The Five-Star Spa is set on the 35th fl oor of the Rafael Hotels Ltd. She entered the hotel industry in upgrade our high-speed Internet and increased our hotel and features seven multipurpose treatment 1988 as an apprentice at Atlantic Hotel Kempinski bandwidth to a 250 MBps fi ber optic connection, rooms, unparalleled heat experiences featuring vi- in Hamburg. She furthered her education with a which offers an unparalleled browsing experience tality pools with oxygen-enriched water, and relax- hospitality management program at New York’s for up to six devices per room. We are celebrat- ation lounges. We also have a 14,500-square-foot Cornell University and has also received a Master of ing our 10th year and have many exciting new fi tness center on the 36th fl oor that has the latest Business Administration from the Royal Melbourne initiatives coming soon that will ensure Mandarin equipment, as well as a 75-foot lap pool that offers Institute of Technology (RMIT) in Australia. Oriental, New York’s position as a top hotel desti- glimpses of the Hudson River. nation in New York City. How are you able to provide such con- PROPERTY BRIEF Mandarin Oriental, New York Would you provide an overview of your sistent service for the guest and how do you (www.mandarinoriental.com/newyork) features suites and the importance of having such a measure your service standards? 244 elegant guest rooms and suites, all with breath- broad offering in this regard? At the Five-Star level, consistency and the taking views of Manhattan and Five Star hospital- Mandarin Oriental, New York’s 46 elegantly ability to customize each stay are key elements in ity. Luxurious amenities include Asiate, the hotel’s appointed suites offer guests a distinct setting and delivering exceptional service. A great number of elegant restaurant; MObar, created by noted inte- stylish contemporary design. Each suite is located at our colleagues have been with the property since rior designer, Tony Chi; the Lobby Lounge with dra- the corners of the building to offer stunning fl oor- opening 10 years ago and remain committed to matic views of Central Park; a 14,500-square-foot, to-ceiling views of the Manhattan skyline, Central working together to deliver the best possible guest Five-Star Mandarin Oriental Spa; and a state-of- Park, and the Hudson River. experience. By carefully watching and listening to the-art fi tness center with a 75-foot lap pool. There The generously sized suites range from 800 every hotel guest, our colleagues are able to an- is also premium meeting and event space, includ- to 3,300 square feet, and have been designed in ticipate their needs and personalize each stay. We ing a 6,000-square-foot pillar-less ballroom with a way that we are able to tailor the layout to the monitor and measure guest feedback so that we three walls of windows overlooking Central Park. needs of individual guests or families. Our one-of- can continuously improve and maintain the high Located in Columbus Circle’s Time Warner Center, a-kind signature suites were designed with unique caliber of service for which we are known. Mandarin Oriental, New York is just steps away from touches to ensure that no two experiences are the For 2014, what are you focused on to world-class dining, shopping, and entertainment, same. This broad offering of suites gives the hotel make sure that you maintain your leadership including the Broadway Theater District, Lincoln the fl exibility to cater to unique requests. position within the industry? Center, Central Park, Jazz at Lincoln Center, and How has Asiate evolved over the years, We remain committed to delighting and satisfy- the Time Warner Center’s collection of upscale re- and does it enjoy local support? ing our guests by providing innovative experiences tail shops and restaurants. Mandarin Oriental, New Asiate presents one of the most distinctive din- and passionate service in an extraordinary setting. We York is consistently a leader in the market. ing experiences in Manhattan with contemporary will continue to monitor industry trends and techno- American cuisine that is creatively accented with logical advances to exceed our guests’ expectations. What makes the property so special and helps modern, artistic touches. A combination of gracious By continuously evolving our product while maintain- it perform so well year after year? service, inventive fare, stylish ambiance, and strik- ing high service standards, we will remain a leader Mandarin Oriental, New York offers guests an ing Central Park views ensure that the restaurant within New York City’s hospitality community. unparalleled location close to premier shopping on is a hit with both guests and locals alike. Asiate’s My own goal in leading the Mandarin Oriental, Fifth Avenue, the midtown business district, Times location within Mandarin Oriental, New York and New York team is to continue to provide a consis- Square, and Broadway; well-appointed guest rooms Time Warner Center offers an idyllic setting that is tently high level of service that will drive innovation and and suites with fl oor-to-ceiling windows overlooking close to all major attractions, making it a culinary ensure our guests’ loyalty for the coming decades.• 150 LEADERS POSTED WITH PERMISSION. COPYRIGHT © 2014 LEADERS MAGAZINE, INC. VOLUME 37, NUMBER 1.