Editorial Board   Guest Author

Ms. Carter

Susanne Carter

Chef Concierge, The Ritz Carlton New York, Central Park

Susanne Carter's career began with a solid education in Europe at The Hotel Management School in Freiburg im Breisgau, followed by a stint in Berlin where she worked at the Hotel Bremen and Schlosshotel Vier Jahreszeiten Berlin. She held several positions at the two hotel properties, from Assistant to the General Manager, Director of Human Resources, and Guest Relations Manager to Front Office Manager. Ms. Carter moved to New York in 1996, and launched her career in Hotel Management at the Pierre Hotel, then a Four Seasons Hotel, as Assistant Front Office Manager, and continued at the New York Palace Hotel from 1998 to 2000. She fell in love with the Concierge Profession and was invited back to the Pierre in 2000 to launch this new leg of her career. Ms. Carter's reputation in the industry was so impressive that she was asked to join The Ritz-Carlton New York, Central Park as an Assistant Chef Concierge in 2002. She was an integral part of the hotel's achieving and maintaining Five Diamonds and Five Stars over the years. During her tenure, she was nominated for Best Concierge of the Year at The Big Apple All Stars Award and won in 2008. Her long term dedication earned her the Chef Concierge position at The Ritz-Carlton New York, Central Park in 2010. In 2012, she was nominated and was awarded Chef Concierge of the Year at the Hotel Experience Awards Gala. She was recognized by popular vote from a pool of hundreds of NYC hotel professionals. Ms. Carter has been a proud member of The New York City Association of Hotel Concierge since 2000. She is also a prominent member of Les Clefs d'Or USA since 2005. Ms. Carter has been featured on HGTV's Posh Pets, and in numerous publications, including FrontDesk NY, Avenue Magazine, Hemispheres Magazine, and Gourmet Reise, a German publication for the Hotel Industry. Her multi-lingual skills combined with her strong background and solid career have made her one of the most sought-after concierge professionals in New York City.

Ms. Carter can be contacted at 212-521-6040 or susanne.carter@ritzcarlton.com

Coming up in February 2020...

Social Media: Social Listening Tools

The reach and influence of social media is staggering. Nearly 3 billion people use social media daily, posting a range of messages, selfies, images, and everything in-between. According to HubSpot, almost 4 million posts are uploaded to the major social networks every single minute! That's an astounding amount of content and it is crucial for hotels to skillfully use social media in order to effectively compete. From establishing a suitable brand identity and voice to creating content across all the major networks (Facebook, Twitter, Instagram, Pinterest, etc.), the goal is to actively engage consumers and to eventually convert them to customers. Some hotels are initiating online contests as a way to attract new customers, while others are rewarding customers with discounts who subscribe to the their email lists or follow their social media pages. Another recent strategy is to employ social media listening tools that track what people are posting online about their businesses. These tools allow hotels to monitor - or listen to - what's being said about a brand across the entire social web, and this can prove to be very valuable, unfiltered information. Social listening permits hotels to be aware of people's opinions about their business, industry or competitors, and some of these tools even listen beyond social media platforms. They also monitor publicly available information on blogs, forums, news outlets and websites. Some listening tools are more focused on gathering and analyzing data, while others offer more engagement-oriented features, which allow hotels to interact with people right from the platform. Often the information that is gleaned from these listening tools ends up being the most authentic, unbiased insights a business can get. The February Hotel Business Review will document what some hotels are doing to successfully integrate social media strategies into their operations.