Mr. Heidenreich

Jay Heidenreich

Director of Sales & Marketing

Ritz Carlton Kapalua

Jay Heidenreich has been appointed Director of Sales & Marketing of the 463-room AAA Five-Diamond Ritz-Carlton, Kapalua located on the northwest shore of Maui. With more than eighteen years of hospitality experience, Heidenreich will be responsible for the leadership of all sales and marketing for the luxury hotel in the exclusive enclave of Kapalua. Prior to his new role, he most recently served over four years as Director of Sales and Marketing at The Ritz-Carlton, Half Moon Bay in Northern California. “Jay brings a wealth of experience both within The Ritz-Carlton brand as well as Sales and Marketing leadership roles at neighboring Hawaiian resorts,” said Alex Ahluwalia, General Manager at The Ritz-Carlton, Kapalua. “The combination of his talents, contacts and destination experience will be an incredible asset for The Ritz-Carlton, Kapalua,” he continued.

Prior to joining The Ritz-Carlton Hotel Company, L.L.C., Heidenreich was a Sales Manager on the opening team of the Hyatt Regency Tamaya Resort and Spa in New Mexico. In 2002 he joined Princeville Resort, a luxury Kauai hotel on Hanalei Beach as Senior Sales Manager. After two years with the property, Heidenreich was promoted to Director of Sales & Marketing, where he served for three years. During his tenure at Princeville Resort, he was part of 2004’s Sales Team of the Year and the top producer for the Western United States in 2005 within Starwood Hotels and Resorts. Prior to joining The Ritz-Carlton in 2009, Heidenreich also served as Director of Sales and Marketing at the Kauai Marriott Resort & Beach Club.

Originally from San Mateo, Calif., Heidenreich earned his bachelor’s degree from Cornell University’s School of Hotel Administration. During his studies, he held various operational positions in housekeeping and stewarding, as well as assistant restaurant manager and front desk agent, for several San Francisco Bay area properties.

For more information about The Ritz-Carlton, Kapalua call the hotel directly at (808) 669-6200 or visit www.ritzcarlton.com/kapalua.

About The Ritz-Carlton, Kapalua The AAA Five-Diamond Ritz-Carlton, Kapalua showcases a stunning, fully-renovated destination resort offering 463 guestrooms, including 107 residential suites, boasting warm-hued wood floors, rich travertine bathrooms, flat-screen LCD televisions and Hawaiian-inspired artwork. The Waihua Spa at The Ritz-Carlton, Kapalua beckons with treatment rooms framed by private garden showers, volcanic stone grottos, steam, sauna and whirlpool therapies, outdoor couple's hale (cabanas) and a fitness center and movement studio with spectacular ocean views. Jean-Michel Cousteau's Ambassadors of the Environment program offers all interest levels an array of outdoor activities from land to sea, led by trained naturalists. The breathtaking island resort also features six dining experiences, enhanced indoor/outdoor meeting space, an inviting children's pool and luxury cabanas. The Ritz-Carlton, Kapalua is nestled on 54 acres and enveloped by the 23,000 acre Kapalua Resort, renowned for two championship golf courses, award-winning restaurants and an historic pineapple plantation.

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Please visit www.ritzcarlton.com/kapalua for more information.

Mr. Heidenreich can be contacted at 808-669-6200 or jay.heidenreich@ritzcarlton.com

Coming Up In The April Online Hotel Business Review




Feature Focus
Guest Service: The Personalized Experience
In the not-too-distant future, when guests arrive at a hotel, they will check themselves in using a kiosk in the lobby, by- passing a stop at the front desk. When they call room service to order food, it will be from a hotel mobile tablet, practically eliminating any contact with friendly service people. Though these inevitable developments will likely result in delivered to their door by a robot. When they visit a restaurant, their orders will be placed and the bill will be paid some staff reduction, there is a silver lining – all the remaining hotel staff can be laser-focused on providing guests with the best possible service available. And for most guests, that means being the beneficiary of a personalized experience from the hotel. According to a recent Yahoo survey, 78 percent of hotel guests expressed a desire for some kind of personalization. They are seeking services that not only make them feel welcomed, but valued, and cause them to feel good about themselves. Hotels must strive to establish an emotional bond with their guests, the kind of bond that creates guest loyalty and brings them back time and again. But providing personalized service is more than knowing your guests by name. It’s leaving a bottle of wine in the room of a couple celebrating their anniversary, or knowing which guest enjoys having a fresh cup of coffee brought to their room as part of a wake-up call. It’s the small, thoughtful, personal gestures that matter most and produce the greatest effect. 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.