You’ve been with The Lowell for over 15 years — what first drew you to the hotel, and what’s kept you here all this time?
What initially drew me to The Lowell was its intimate size and the truly personalized service. Guests knew the team by name, requested specific team members, and genuinely kept up with our lives. What has kept me here all these years is the people and the team. Working alongside individuals who truly love what they do is rare, and you simply don’t find a housekeeping team like this anywhere else in New York City.
How has The Lowell changed or evolved during your time here?
The Lowell has transformed beautifully over the years. A renowned designer first refreshed the Penthouse and Lowell One Bedroom Suites shortly before I joined, followed by updates to the public areas, Majorelle, and more recently the 3rd and 8th floor rooms. The evolution is all in the details. We’ve gone from a steakhouse to a stunning restaurant, from a small lobby to an open, inviting space with fireplaces, and added the Club Room where guests can relax and read. It truly feels like a home away from home.
What makes The Lowell’s housekeeping team and service style stand out from other hotels?
Our team genuinely cares. The ladies take the time to know who their guest is and will go above and beyond to ensure their comfort. Whether it’s making the bed a certain way or leaving extra amenities, they anticipate what each guest prefers.
What does a typical day look like for you and your team?
A typical day begins with reviewing arrivals, departures, and any special requests so the team knows exactly what each guest needs. From there, everyone moves with purpose — room by room — making sure every detail is perfect, from amenities to presentation. Throughout the day, we stay in close communication with the Front Desk and other departments to ensure a seamless guest experience. No matter how busy it gets, the goal is always the same: consistency, discretion, and ensuring every guest returns to a spotless, welcoming space.
The Lowell is known for its exceptional attention to detail. What are some of the small touches that make a big difference to guests?
It is the subtle touches that guests remember. Whether it’s placing their preferred amenities in the bathroom, arranging personal items just the way they like them, refreshing flowers, or ensuring the room feels exactly as they left it, those details create a sense of familiarity and comfort. We pay attention to habits and preferences so that when a guest returns, their room already feels like it was prepared specifically for them.
Do you have a favorite room or suite in the hotel, and why?
I don’t think I can choose a favorite. The fireplace rooms are incredible in the winter, and the terrace rooms are wonderful in the summertime. Having those features in the middle of the city is truly special.
Over the years, is there a particular guest moment or story that has stayed with you?
I have many wonderful guest stories, but those remain private — and that’s exactly why our guests return. Their privacy is everything.
What defines “true luxury” in hospitality today?
No two guests are alike. One may travel with a child, another with a pet — each has unique needs, even down to their preferred bath amenities. Whether a guest stays for one night or a week, every service should be consistent and exceptional. True luxury means making guests feel fully relaxed while allowing housekeeping to remain discreet and almost invisible.
What do you love most about New York City?
No two days are ever the same. You can walk the same street to work every day and always encounter something new — a different moment, a different person, a different energy. That unpredictability is the beauty of New York.