Mervis has been a beloved member of The Lowell team for over 20 years. She is a familiar and much-loved face among our guests and colleagues, helping create the warm and welcoming atmosphere that greets everyone as they enter the lobby. As one of the hotel's most recognisable faces, she embodies the spirit of The Lowell, and we were delighted to sit down with her and share her story.
You've been with The Lowell for so many years — what first drew you to the hotel, and what has kept you here all this time?
I have been working with The Lowell Hotel for 20 years. I was recommended for a part-time job, and when I walked into The Lowell's lobby, I was in awe. The lobby was elegant, and every detail was thoughtfully considered. I had my interview in the Pembroke Room, a perfect blend of elegance, luxury and comfort. I knew this was the place I wanted to be.
I am still working at The Lowell because of the team I work with, the management and the owner. Management has an open-door policy, and behind the scenes, we have the best of times on the job. The owner also knows us by name.
How has the hotel evolved since you first started?
I have watched the construction and renovations of different areas of the hotel, and every thought is given to the guest. I am proud of how far we have come in making the hotel feel modern, while The Lowell still has its signature emblem that makes our guests feel welcome. The improvement of the hotel is something I personally take pride in, knowing I am with a company that takes excellence as a passion. No detail is ever rushed or overlooked.
What makes our guests return over and over again?
The Lowell is a gem, like a magnet. Our guests are family. It is the genuine care we show and the thought that goes into every guest's experience before arrival, ensuring consistency. We have expectations for our guests, and preparation starts days before they arrive. We remember our guests' preferences, making them feel as though they are coming home. Things are placed exactly as they like them.
It is the welcome they receive from the door to their room and throughout their stay. Employees make genuine, personal connections with guests. Attention to detail is of utmost importance, and we all take that personally. We know our guests by name, as well as their children and grandchildren. I think what makes our guests return over and over is that we remember what matters most to them.
How do you help guests instantly feel at home here?
Every guest is different, but a genuine smile is always appreciated by every guest. We remember our regular guests and greet them by name. The personal connection at the Front Desk and the small talk we share makes a difference. The thoughtful details of remembering their preferences make all the difference. Our guests can relax knowing their requests will be taken care of just as they asked.
For our first-time guests, we are aware of the importance of a first impression, and all details are taken into consideration, as everyone's needs are different. Whether a guest is travelling with family, on a business trip or celebrating a special occasion, their needs will be different. We listen and make suggestions without being pushy. The surprise amenities we provide in the room for different occasions always leave our first-time guests pleasantly surprised.
We give guests an orientation of our property so they feel comfortable. But most of all, we let them know we are here for them. Getting to know our guests is very important; it helps us understand their likes and better anticipate their needs. Throughout their stay, we interact whenever possible. It is the thoughtful details and the genuine warmth of the staff that make our guests feel right at home at The Lowell.
What does a typical day look like, and how do you team up with other departments?
Every day at The Lowell is high alert. It's all about the guest. For the day to be successful, all departments must work together to achieve one goal. Every day starts the day before, as we prepare. The day begins with reports and meetings, where every arriving guest is discussed in terms of rooms, amenities and preferences. Communication is key and continues throughout the day.
A typical day at The Lowell involves greeting guests, checking guests in and out, answering questions, assisting guests with their needs, informing other departments of various guest requests and following up. Each department works together as a team towards the same goal.
We all have such a good time working together; we laugh a lot on the job. We take the job seriously, but not ourselves. No two days are ever the same at The Lowell.
What little touches leave the biggest impression on guests?
Although I could brag about how beautiful our rooms and suites are and how lovely our restaurant is, I think it is the personal touches that leave the biggest impression: the handwritten notes in the room, remembering birthdays, anniversaries and special occasions. It is the personal touch, the attention to detail and the welcoming environment we create that make our guests feel at home. Our guests can relax and make memories.
What is your favourite room or suite?
One of the unique features of The Lowell's style is the difference in the rooms and suites and their locations throughout the hotel. It can sometimes be difficult to have a favourite room or suite, as each may have a different feature.
However, when I had just started working at The Lowell, I was shown 12A, our famous Manhattan Suite. I walked into the suite, and it pleased my eyes. The colour scheme and the suite itself were so warm and inviting. I knew right away that the Manhattan Suite would be my favourite. Many times, I come close to having a new favourite, as the suites are so elegant, but I am sticking to my first love.
Do you have a favourite hidden corner or spot in the hotel?
Working at the Front Desk, I am on my feet all day. Right at the Front Desk, away from the view of our guests, is our storage area with a stool. I love to sit there and just listen to guests as they talk about their stay, how they don't want to leave, their favourite Housekeeper or how lovely the rooms are. It's just a quiet space.
How do you define true luxury today?
True luxury for me is a standard of excellence, not in the beauty of the building, but in how we make people feel from the moment they enter until their departure. It is about the stories and memories they will have for a lifetime.
To define true luxury at The Lowell, I would say it's service, service and service. I always tell my friends that we never sell rooms; we sell service with memories. True luxury makes you feel luxurious and special from the moment you walk through the door. It is about recognising guests' needs before arrival and, while they are at the property, making sure they have that feeling of being welcome.
What's your absolute favourite thing about New York City?
New York, New York, a city so nice, we say it twice. One of my favourite things about New York is the culture of so many countries. New York is a city where just people-watching is like a free Broadway show. The different languages, food and street festivals create such a great vibe.
However, my favourite thing to do in New York is to go to Central Park, take my shoes off and walk through the park with a vanilla ice cream. The world is in Central Park, where the energy is alive.