Editorial Board   Guest Author

Ms. Gendron

Mary Gendron

Senior Vice President / Managing Director, Eric Mower & Associates

Mary Gendron is a brand communications specialist whose journalism education and early experience in trade magazine publishing set the stage for a stellar career in public relations. Her broad industry experience has included in-depth focus in hospitality, spa, travel, tourism, real estate and luxury lifestyle clients worldwide. Past and current clients include Four Seasons Hotels and Resorts, Capella Hotels & Resorts, KSL Resorts, Starwood, Singapore Airlines, Celebrity Cruises, St. Lucia, International Spa Association (ISPA) and International Association of Conference Centers.

    Ms. Gendron was a longtime co-owner of Middleton & Gendron Brand Communications which combined with Mower in late 2014. Mower is a leading independent advertising, marketing, and public relations agency whose Midtown Manhattan location, which Ms. Gendron leads, is one of nine offices which operate as one with a shared bottom line. Together, they provide clients across many industries with a full range of marketing services guided by the agency's Brand as Friend® philosophy. Brand As Friend is grounded in nine scientifically proven drivers of friendship and is designed to foster and strengthen the bond between a brand and its constituents. The agency has won countless awards based on work for a wide range of clients.

    Ms. Gendron received the 2011 Winthrop W. Grice Lifetime Achievement Award in Public Relations from Hospitality Sales & Marketing Association International. She was a founding board member of ISPA and of Washington Spa Alliance. She also served on the board of New York Spa Alliance and has been a delegate to the Global Wellness Summit.

    Please visit https://www.mower.com/travel-and-tourism/ for more information.

    Ms. Gendron can be contacted at 212-980-9065 or mgendron@mower.com

    Coming up in March 2019...

    Human Resources: An Era of Transition

    Traditionally, the human resource department administers five key areas within a hotel operation - compliance, compensation and benefits, organizational dynamics, selection and retention, and training and development. However, HR professionals are also presently involved in culture-building activities, as well as implementing new employee on-boarding practices and engagement initiatives. As a result, HR professionals have been elevated to senior leadership status, creating value and profit within their organization. Still, they continue to face some intractable issues, including a shrinking talent pool and the need to recruit top-notch employees who are empowered to provide outstanding customer service. In order to attract top-tier talent, one option is to take advantage of recruitment opportunities offered through colleges and universities, especially if they have a hospitality major. This pool of prospective employees is likely to be better educated and more enthusiastic than walk-in hires. Also, once hired, there could be additional training and development opportunities that stem from an association with a college or university. Continuing education courses, business conferences, seminars and online instruction - all can be a valuable source of employee development opportunities. In addition to meeting recruitment demands in the present, HR professionals must also be forward-thinking, anticipating the skills that will be needed in the future to meet guest expectations. One such skill that is becoming increasingly valued is “resilience”, the ability to “go with the flow” and not become overwhelmed by the disruptive influences  of change and reinvention. In an era of transition—new technologies, expanding markets, consolidation of brands and businesses, and modifications in people's values and lifestyles - the capacity to remain flexible, nimble and resilient is a valuable skill to possess. The March Hotel Business Review will examine some of the strategies that HR professionals are employing to ensure that their hotel operations continue to thrive.