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 hotelís 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 díOr USA since 2005.

Ms. Carter has been featured on HGTVís 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 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 Ė 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. Itís 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. Itís 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.