When the renowned Dorchester Collection sought an innovator to transform The New York Palace Hotel in 2009, they had a single candidate in mind. That candidate was award-winning luxury hotelier Edward A. Mady, who agreed to take the helm of the iconic property that year, and who has since instilled in The New York Palace a commitment to service and quality acknowledged as a transformational new leadership model for hotels.
A former Ritz-Carlton leader of 21 years, Ed Mady leads The New York Palace using a personalized employee coaching strategy designed to improve product, service and customer retention. His focus is on embodying Dorchester Collection’s motto of “We Care,” and its five core values of Passion, Personality, Respect, Working Together and Innovation.
Throughout his career, Mady has consistently energized such service values, and he has pioneered best practices which have been adopted by his many hotel teams. During Mady’s 1988-2009 leadership career with The Ritz-Carlton Hotel Company, some 40 Ritz-Carlton leaders including corporate office team members, general managers, hotel executive team members and department heads benchmarked practices from him and received personal training, orientation and on-property leadership from him while he served as general manager of The Ritz-Carlton, San Francisco. In 2002, his success at the Mobil/Forbes Five-Star, AAA Five-Diamond San Francisco hotel led to expansion of his overall responsibilities for The Ritz-Carlton Hotel Company, as he was promoted to Vice President and Area General Manager, overseeing five hotels and working in close partnership with each hotel’s general manager to serve as a regional resource and advisor.
Mady is a 2011 speaker on Culture and Leadership for the Cornell University School of Hotel Administration, and a recipient of the 2009 Gold Plate award from the International Foodservice Manufacturers Association (IFMA). In 2008, he was featured in the business best-seller, The New Gold Standard, written about The Ritz-Carlton Hotel Company. In preparation for this book, author Dr. Joseph Michelli shadowed Ed Mady in his daily leadership role and ultimately featured him in the book as the paradigm of an ideal hotel general manager.
Ed Mady claims the secret of success in the hospitality industry is to know and understand the needs, wants, and desires of each customer. In 15 simple words: “Remember me. Recognize me. Anticipate my needs, and give me what I want on time.” His leadership practices are generating highly visible, relevant changes at The New York Palace, including establishment of a hotel-wide green practices program which has led The New York Palace to become the largest Manhattan hotel to operating on 100% renewable power. He has also created a contemporary new hospitality experience for the hotel’s most discerning guests, transforming the acclaimed 176-room Towers at The New York Palace into an exclusive hotel-within-a-hotel experience unmatched by any property in its price tier in the city.
A native of Windsor, Ontario, Ed Mady has served as general manager for The Ritz-Carlton, New York and hotel manager for The Ritz-Carlton, Buckhead in Atlanta, Georgia. Prior to joining The Ritz-Carlton in 1988, he was hotel manager for The Helmsley Palace in New York, working directly with famed hotelier Leona Helmsley. He has also held leadership positions with The Four Seasons and Canadian Pacific Hotels. An honors graduate of St. Clair College with a concentration in hotel management, Mady is a member of the Hotel Association of New York and is the world’s most passionate New York Yankees fan.