Ms. McIntosh

Suzanne McIntosh

President

McIntosh Human Capital Management

Suzanne McIntosh is President of McIntosh Human Capital Management, a Hospitality Executive Recruitment firm, based in New York City. MHCM recruits and helps build high performing teams for successful hospitality focused businesses.

Ms. McIntosh’s search specialties are Sales and Operations professionals including Vice Presidents of Sales, Directors of Sales and Marketing, Directors of Revenue Management, Group, Leisure and Business Travel Sales Managers, Global Sales Directors, General Managers, Hotel Managers, Directors of Finance and Human Resources and Vice Presidents of Operations.

Her searches have included placements in New York, Miami, Washington, DC, Los Angeles, San Francisco, Bahamas, London, Panama, Morocco and Shanghai.

Prior to forming McIntosh Human Capital Management, Ms. McIntosh had extensive experience with prestigious hotel brands including Four Seasons, Fairmont and Morgans Hotel Group, leading and directing high performing sales teams throughout her career.

She was born and raised in Toronto and started her career with Four Seasons Hotels and Resorts after graduating from Ryerson University's School of Hospitality Administration. She worked with Four Seasons for fourteen years, in senior sales and marketing roles in New York, Toronto, Southern California and Washington, D.C.

Ms. McIntosh was Director of Sales and Marketing at the world famous Watergate Hotel in Washington, D.C., where she also marketed Jean-Louis Palladin, a Michelin Star chef. She went on to become Director of Sales and Marketing for Millennium Broadway, New York City, where her she rebranded and repositioned the Hotel and 100,000 square foot IAAC Conference Center and Hudson Theatre.

She was promoted to Vice President of Marketing Communications for the fourteen Millennium Hotels in North America operated by the Singaporean-based Millennium & Copthorne Hotel Group.

Ms. McIntosh was Director of Marketing at The Carlyle, a Rosewood Hotel in New York City. Prior to segueing her sales and marketing career into Hospitality Recruitment, she was Corporate Director of Sales for Morgans Hotel Group, leading a team of fourteen hotels and the Global Sales organization in the US and London.

Please visit http://www.mcintoshhumancapitalmanagement.com for more information.

Ms. McIntosh can be contacted at 917-767-2971 or suzanne@mcintoshhumancapitalmanagement.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.