Hotel Plaza Athenee New York Meets the Expectations of the Most Discriminating Guests

By Anne-Juliette Maurice General Manager, Hotel Plaza Athenee, New York | December 27, 2015

On a quiet tree-lined street of the Upper East Side is where you will find the Hotel Plaza Athenee, nestled among genteel residences and lavish townhouses at 37 E. 64th Street between Park and Madison Avenue. Combining cosmopolitan luxury with the intimacy and services of a boutique hotel, Hotel Plaza Athenee has created a home away from home for royalty, world leaders, celebrities, executives and sophisticated travelers from all around the world since 1984.

Charming and elegant in every detail, rich in style, Hotel Plaza Athenee speaks of a more refined time and place. The classic grandeur of the hotel can be felt through its opulent atmosphere where Louis XVI style, meets Manhattan's uptown chic. Hand-painted murals, noble Italian marble, French antiques and beautiful furnishings compliment this gracious haven.

The hotel is conveniently located to all the city's premier cultural, financial, business centers and attractions. Just off Madison Avenue, guests can enjoy a day of shopping at the chic boutiques and fabulous retail offerings, including the renowned Barney's New York, Bloomingdale's and Bergdorf Goodman department stores. There are countless offerings, all of which are within walking distance and easily accessed from the hotel.

For guests looking to experience art at its finest, there is the nearby Museum of Modern Art (MoMA), the Whitney Museum or the Frick Collection – all New York landmarks –as well as the legendary Rockefeller Center and the equally inspiring St. Patrick's Cathedral nearby. For those looking for the outdoor adventure, the hotel is located just one block from Central Park, where the people watching is unparalleled and recreational access in all forms is in constant supply. In addition, the hotel sits in a prime location to experience all the attractions that Midtown Manhattan and the Upper East Side have to offer. New York residents will also appreciate the property's points of access when planning special events or entertaining visiting family or locating impressive luxury accommodations for business colleagues.

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A team of top-notch, Clef d'Or concierges are available to assist guests and provide any additional information that might be needed to know about New York City and its attractions. For those looking for a fine dining experience, the feasts of the award-winning Arabelle are the perfect option. From the stunning gold-domed ceiling to the variety of seasonal menu options, the hotel's stylish in-house restaurant is the perfect spot to experience the best in Manhattan cuisine – from Afternoon Tea with freshly baked scones and tea sandwiches, to an elegant dinner, featuring modern American cuisine with a variety of seasonal menu options, in a beautiful setting. Culinary creations for breakfast, lunch, dinner, and Sunday brunch are served with grace, using only the finest local and organic ingredients.

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Guest Service: A Culture of YES

In a recent global consumers report, 97% of the participants said that customer service is a major factor in their loyalty to a brand, and 76% said they view customer service as the true test of how much a company values them. And since there is no industry more reliant on customer satisfaction than the hotel industry, managers must be unrelenting in their determination to hire, train and empower the very best people, and to create a culture of exceptional customer service within their organization. Of course, this begins with hiring the right people. There are people who are naturally service-oriented; people who are warm, empathetic, enthusiastic, pleasant, thoughtful and optimistic; people who take pride in their ability to solve problems for the hotel guests they are serving. Then, those same employees must be empowered to solve problems using their own judgment, without having to track down a manager to do it. This is how seamless problem solving and conflict resolution are achieved in guest service. This willingness to empower employees is part of creating a Culture of Yes within an organization.  The goal is to create an environment in which everyone is striving to say “Yes”, rather than figuring out ways to say, “No”. It is essential that this attitude be instilled in all frontline, customer-facing, employees. Finally, in order to ensure that the hotel can generate a consistent level of performance across a wide variety of situations, management must also put in place well-defined systems and standards, and then educate their employees about them. Every employee must be aware of and responsible for every standard that applies in their department. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.