All posts by Erickamsoto

Final

Mar Hotel – Ericka Soto

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Name of Hotel: Mar Hotel

Location: Brooklyn Bridge Park, in front of Pier 5 and Pier 6.

 

Logo: A wave

Hotel Mission Statement:  As New York’s first mega ocean themed family oriented, indoor water park hotel here at Mar, we are committed to continually improve service, satisfy guests and provide them with memorable experiences that are fun, entertaining, and educational about lessening our impact on the environment. We believe in making our guests happy beyond imagination, and that sustainable hotels are the future.

Hotel Colors:

The hotel focuses on an ocean theme. We do all shades of blue and mint green, gold, light purples and off white.  Some PMS numbers for the variety of colors are, 2995, 306, 311, 325, 304, 2706, and 2717.We have a white marble floor in the lobby and a huge fountain when you first walk in. then we have the mermaid tank to observe while checking in. Decorations crafted from recycled materials into objects from the sea. Some walls have a wrinkly look to them, representing the ocean waves.

Three Key Physical Features:

  1. Decorations are made of biodegradable objects to look like it is from the sea, shells, sea fan sand dollars and more. The hotel is all about ocean awareness, we do not use plastic when possible to promote no pollution into oceans, and we recycle water. 10 percent of our earnings goes to the Ocean Conservatory and to Sea of Change Foundation to support the environment and we are Biosphere certified hotel.
  2. In partnership with the NY Aquarium and the Wildlife Conservation Society, at Mar we have an underground aquarium with 5 exhibits that changes frequently, and in return we host all of the aquarium’s events.
  3. Mar will have a large mermaid tank in the lobby for immediate impact when welcoming guests. And we will also have a shark tank where guests can “swim” with the sharks in a cage (part of aquarium). Free picture prints are available.

Three Key Services:

  1. Mar provides guests with children of all ages a daycare service, available at all times. We have different nannies who deal with all ages even newborns. The service includes all time access to be able to watch your kids with a nanny cam that is connected to your phone for less worrying.
  2. The hotel will also feature a lake throughout the middle and leading into different amenities where the guests will be able to kayak through it, which begins and ends in our indoor water park that has 10 attraction including 3 slides. During the spring and summer the kayaking can connect you to the other piers in the park by going out into the river . Unlike other hotels and parks where pools close by 7, the pool and kayaking is available from 6am -2 am. Also being at Brooklyn Bridge Park there is ferry service available to the city and Governor’s Island in season.
  3. Although family oriented we believe in adults having fun too. Our rooftop lounge offers amazing views of Manhattan and the bridges that link the city to Brooklyn. The rooftop has a pool on it as well where guests can use, and utilize the swim up bar. The lounge also has a DJ every day and a small café that offers snack portioned comfort foods. Behind the bar is the entrance to our indoor night club. And right under the rooftop is our restaurant Caracol that follows theme, also serves our signature drinks and has a strong sea food menu but also something for the whole family.

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2nd

Seasonal Summer Dish

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Martina Pizzeria:

Martina is a Roman inspired pizzeria. Located in the East Village and is the younger sister of Marta. it is good for lunch and quick takeouts but also has a full seated space, and is open late night as well. It is an order at the counter kind of space  Martina is not also just a simple pizzeria, their menu offers more than just pizza, fried snacks and anti pasta. They have fried risotto, broccoli rabe, salads, brussel sprouts can be added to a pizza, and they have gelato, and Italian wines. Compared to Marta, Martina is cheaper and more casual, more of a neighborhood place, but where detail is everything.

NY Times:

They were  only starred 1 on NY Times review, which is why i chose this restaurant. They need to as something to the menu. I think they should offer signature dishes for different seasons, sprucing up the place and bringing in new clientele.

https://mobile.nytimes.com/2018/01/23/dining/pasta-flyer-martina-review.html#review-2

Service Scape of Business:

Martina is a Roman styled out door eatery.  It is big and has plenty of eat in room. Although it is an order at the counter, cozy type of place, it has a great ambiance. The design is rustic and has worn out tiles. They have open ovens and a chalk board where the menu is printed on over the counter. You can see everything that is going on behind the counter, even the wines are displayed. There is a black and white theme with the decor mixed with wood, and big windows where plenty of light comes in through. Tables are wood and there are some high top tables and most things are served in disposable containers.

Seasonal Summer Dish:

The menu at Martina seems pretty fixed. I suggest adding a Watermelon Salad. Watermelon is refreshing and helps keep you cool especially in the summer months. I would add watermelon chunks, feta, arugula and a little mint and an option of walnuts with a light red wine vinaigrette for dressing. The salad can be called the Signature Watermelon Ghiacciaia which means cooler for something to help keep you cooler during the summer.

watermelon salad

 

I would serve this salad in a Roman styled bowl. It can be disposable or a real bowl as it is not the only thing that is not disposable. If real it will be metal and can be washed with the pizza pans. This would be an artifact to add to the style of Martina.

Roman Bowls

 

CRM

Night Shift Complaints – Ericka Soto

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Problem:

There can be many customer complaints in a service business, specifically a hotel  ranging from  small complaints like not enough towels to not enough pillows, or noisy people in the hallway late at night. Other complaints can be about smelly rooms at check in or broken appliances or the heating system, to even a special request not being met like a food order or a timed call or food.

Report:

Many things can go wrong by mistake. It is important to record any incident in a general base system so all workers can see it there. There should be a follow up and the issue should be resolved immediately to keep the customer satisfied. First an apology should be given and if the customer has a solution, try to work with it if reasonable. Always try to give reason to the guest and make their needs feel number one so they will return.

Whats Next:

In order to not make any of these mistakes I think a more than less policy is better to have instilled where the rooms have extra pillows and towels in closets to begin with. The guest should not have to order more, there should be more, even if not used. Rooms should be double checked for reasons like a smokey room where the housekeeper may have not noticed it because either they smoke and it doesn’t bother them or they could be stuffy that day. It may required a slower turn over time but it can guarantee satisfaction and no complaints. Complaints are remembered by the guests more than a positive welcoming. All appliances should also be checked by housekeeping while in the room, meaning the heat/air units, wall plugs, bathroom accessories such as blow driers, and even coffee machines, to avoid a guest needing to report it. Noise issues should be attempted to be addressed before hand by making certain floors for certain occasions. For instance if there are many families at the location, designate a family floor. If it is spring break, keep all the spring breakers together to avoid bothering other guests.