SPECIAL REPORT
Ed Mady arranges a culture that inspires trust and an ability to create guest experiences that enhance loyalty at two Dorchester Collection legends .
By JEFF WEINSTEIN , EDITOR IN CHIEF
ED MADY should write the book on luxury hotelkeeping . Even though he never stops refining his craft , the 65-year-old has his work down to a science .
He has learned from some illustrious hoteliers – from the irascible Leona Helmsley at the Helmsley Palace in the 1980s , who often taught him what not to do during his first tour of duty in New York City ; to Horst Schulze , a master of modern luxury who for the following 20 years taught Mady the science of hospitality during the rigorous Malcolm Baldrige National Quality Award process ; and for the most recent eight years with the graceful and multi-culturally savvy Christopher Cowdray , CEO of the Dorchester Collection , who entrusted Mady to lead ultra-luxury experiences . Mady calls him his greatest boss .
Mady , meticulous general manager of The Beverly Hills Hotel and West Coast regional director for the Dorchester Collection , says he earned his street MBA during his youth outside gritty Detroit in Windsor , Ontario ; his book MBA by chasing Baldrige awards with Ritz-Carlton ; and his sports MBA with his professional baseball “ coaches ” and friends Joe Torre , Derek Jeter and Tony LaRussa . Throw in a dose of entrepreneurialism , enterprise , diplomacy and a huge scoop of humility , and it ’ s why the readers of HOTELS chose Mady as HOTELS ’ 2017 Independent Hotelier of the World .
Mady ’ s open , honest and unassuming demeanor is the same whether engaging Hollywood celebrities entering his Beverly Hills Hotel or the bellmen carrying their bags . “ If you look at culture and what you want to do with people , timely , transparent communication is a really big ticket that drives trust ,” says Mady , who sets up the workplace environment in such a manner that staff want to learn , feel like they are growing and want to stay . “ The other part is having people understand what is vulnerability . Vulnerability is not a weakness . The moment everyone agrees what they are vulnerable about , you help each other , and that creates a culture .”
IN THE END , IT ’ S TEAM During two days of conversations with Mady at the Beverly Hills Hotel , he reiterates that the team makes or breaks the property and its leaders . “ They are at the heart of what I think and do , and they are why I have created a positive , personal coaching strategy as my foundation for leadership . Individuals respond to this type of affirming behavior ,” says the man who , among other things , prepared for this interview with outlines about his “ personal board of directors ” and the “ iconic people ” who had a huge impact on his career , as well as links to Harvard Business Review articles he penned that best explain his style . But based on his
Master
22 hotelsmag . com November 2017