Ms. Gendron

Mary Gendron


Eric Mower & Associates

Mary Gendron made her way to Manhattan from her native Milwaukee more than 30 years ago to accept a position with a well-known trade magazine publisher who was launching a title in the hospitality industry. The rest is history. Having spent three decades in partnership with Yvonne Middleton in their legacy firm, Middleton & Gendron Brand Communications, the agency was combined in November 2014 with the award-winning independent integrated marketing firm, Eric Mower + Associates.

With the staff and client roster intact, the Manhattan operation is now one of nine offices that share a combined bottom line and provide a full range of marketing services. This is in addition to the public relations Ms. Gendron and her cohorts had been known for previously at Middleton & Gendron. Over her career, Ms. Gendron has launched, positioned and repositioned more travel and tourism entities than she can count.

Having made her mark in travel and tourism, Ms. Gendron is the recipient of the 2011 Winthrop W. Grice Lifetime Achievement Award from Hospitality Sales & Marketing Association International. EMA’s resident spa marketing expert, she was a founding board member of International Spa Association and is a founding member of Washington Spa Alliance. She also served on the board of directors of New York Spa Alliance. Among the agency’s current and past spa clients are SiSpa, Spa at Whiteface Lodge Sanctuary on Camelback Mountain, Boca Raton Resort & Club, PGA National Resort & Spa, Mirbeau Inn & Spa, The Homestead, La Costa Resort & Spa and many more.

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Ms. Gendron can be contacted at 212-980-9065 or

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.