John Maibach joined the Loews Regency New York Hotel in August of 2017 from the Loews Boston Hotel where he was instrumental in introducing Loews in the Boston market. Having been in New York for less than two years, the hotel saw 2018 as its most successful year since completing its $100 million dollar renovation in 2014.
THE MAIBACH STORY —
John Maibach’s track record for excellence is evident by his most recent role as general manager for Loews Boston Hotel. He led the property through a brand repositioning, was instrumental in introducing Loews in the Boson market and led the hotel’s extensive renovation. Now four years later, the hotel is a prominent member of the Boston tourism community.
Starting as a housekeeping floor manager at the Hotel Macklowe, now the Millennium Broadway, Maibach then worked as the executive director of rooms at The Plaza, New York. Prior to starting with Loews, Maibach held other General Manager positions including The Copley Square (2007–2013) where he oversaw an $18 million renovation and was given the difficult task of transforming a two-star hotel into a luxury property. The complete re-invention and branding of The Copley Square was met with high rates of guest satisfaction and an increase in occupancy and revenue. As a native New Yorker, John loves being back in New York with his wife, two children and beloved yellow lab, Lola-Maibs.
You wake up in the morning — what’s the driving passion?
To make a difference in someone’s day.
What expectations do you provide to guests when staying at the Loews Regency New York Hotel?
Here at the Loews Regency New York Hotel, we are all about exceeding guest’s expectations. It’s about how we can anticipate what our guests might want or need during their time with us. Because of this, we have a dedicated concierge and VIP team that is in constant contact with some of our most frequent guests to ensure each and every visit is truly one to remember, whether it is through our personalized service, guestroom product, or culinary experience in the restaurant or through in room dining.
Given your position and expertise — what’s the first thing you notice when entering a property — whether yours or elsewhere?
Cleanliness — attention to detail — ‘crispness.’
New York City is ground zero for a number of top tier facilities. How do you differentiate yourself from the others?
Our biggest key differentiator is our service. We have some team members that have been with us for over 40 years and a large percentage that have been with us for over 20 years. Our guests love seeing familiar faces when they return every time. We are also located on a very residential corner of the Upper East Side on 61st Street and Park Avenue, while still remaining steps for NYC’s top attractions – Central Park, Madison Avenue shops and Museum Mile – guests loves the serenity of our neighborhood paired with its proximity to must see spots.
Customer service often touted by many in the industry but execution can vary widely. Define the term and the assurances you provide guests.
Customer service can be executed in many forms – to us, it is doing whatever necessary to exceed our guests needs and requests.
How much interaction do you have with guests? Any interesting situations you can share?
Daily interactions but not as much as I would like.
Avid golfers often will take their clubs with them given the close proximity of many top tier courses in the NYC metro area. Being that you play the game — what assistances can you provide for those wishing to combine a Manhattan stay in combination with a top quality golf experience?
Nowadays, with travel being a daunting process, I would suggest shipping clubs in advance, utilizing a rather inexperience site like www.shipsticks.com. Transportation to and from is important as public transportation isn’t really an option and our Concierge can assist in arranging. While there are many great public and private courses in the metropolitan area, there is a fantastic course that used to be a landfill by the base of the Whitestone Bridge that has dramatic views of NYC – Trump Golf Links at Ferry Point. A great experience!
Curious to know — on your bucket list — destinations to visit — both domestic and internationally? Any hotels you’d include on that list?
Well, being a golfer, somehow Pebble Beach has escaped me! Internationally, Barcelona tops the list, as well as my wife’s!
The biggest short and long term challenges facing the industry is what?
Two of the bigger challenges the industry will face, is how to minimize the impact of AirBNB and also how to keep up with technology. Traditionally, hotels have always lagged behind the times in this area but today’s traveler, especially millennials, always want the latest and greatest, which could result in significant capital investments.
What’s the best advice you ever received ? What was it and who from?
My father used to tell me that if you are going to do something, give it your all. Put everything you have into everything you do and don’t take anything for granted.
For more info go to: