For those in the hotel, restaurant and catering business, 2009 is a year they would like to forget ever happened. But it was a year, said Poughkeepsie Grand general manager Maureen Kangas, where people did pull together.
“After the economy crashed, everyone was worried, especially our staff. It was pretty much a doom and gloom atmosphere.  Bookings dropped for parties, and we were right in the middle of a major renovation to the hotel.”
Kangas gathered the staff together and gave them the straight story: “2009 was going to be a tough year ”“ we would all have to work a little harder, keep smiling and keep up the same level of service as if nothing had happened. We got through it; I really believe that because we all pulled together the hotel ended up in the black. We didn”™t have to let any of our staff go, which we were all tremendously thankful for. Because we also have weddings at The Grandview, it helped us here. But in my 38 years in the hotel and restaurant business, I can honestly say I”™ve never experienced anything quite like 2009 ”“ and do not want to again. 2010 has seen a lot of business come back. We did offer many ”˜economic stimulus”™ packages for people working on a tight budget, but business has definitely picked up. We”™re looking forward to a much brighter 2011.”
Kangas said the hotel renovation, even though it was the height of the economic crash, “was the best thing we could have done in the long run. The hotel is beautiful and new, and we are ready to go into the next decade with a positive outlook.”
Maria Schubert, who has been with the Beekman Arms & Delamater Inn in Rhinebeck for 21 years, agreed with Kangas”™ assessment of 2009.
“I have worked in the Beekman for 21 years, the last eight as its general manager. We”™ve always enjoyed a steady amount of guests because we are the oldest inn in America. But 2009 was a very dark year for all businesses. We all tried our best to keep up our spirits. 2010 has been much better. You keep up your level of service ”“ it”™s a challenge, but you do it.”
Schubert said Chelsea Clinton”™s wedding helped to attract new guests to the Beekman. “Many people who came to watch the wedding festivities also had the opportunity to see our inn, and they came back to stay and visit the stores. We saw a 20 percent increase in bookings in 2010 and are looking forward to a better 2011. 2009 was a frightening time for anyone in business, no matter what the business was. I”™m just relieved to see customers coming back and I am very hopeful 2011 will see business be even better than it has been this year.”
Ditto for Stephanie Stack, whose family owns Catlin Gardens Inn in Slate Hill. The family was busy building its 40-room boutique hotel right in the midst of the worst economic downturn since the Depression.
“It was scary, to say the least,” Stack said. “Our catering facility does a lot of corporate business. In 2009, we had several cancellations ”“ and some who were regular clients didn”™t even call. I don”™t think anyone was in a festive mood, and everyone was fearful ”“ they didn”™t know what would happen next. This year, we”™ve seen business go up almost 60 percent over last year; it”™s a welcome relief.”
Stack said the hotel is making Catlin Gardens more appealing for brides and grooms, particularly from outside the area. “Interestingly, we”™re also seeing local residents coming to spend a night. It”™s a beautiful little getaway that”™s not far from home, and they can enjoy an evening in the pub room, listen to music, and then go upstairs and relax.”
Stack said based on the bookings the hotel and catering facility have taken for 2011, she expects the hotel to be full every weekend, “and we are more than grateful for that. Business is coming back.”
Daniel McMann, general manager of Goshen”™s Comfort Inn, was relieved to see more bookings in 2010.
“We also included some added-values for our customers ”“ fresh fruit in the lobby, fresh flowers, small things to make guests feel welcome ”“ making sure they were greeted with a smile and extended extra courtesies by all the staff. It”™s a very competitive business, but we”™ve seen our bookings go up five percent over last year. We are seeing more company executives opt to spend the night rather than to travel home, a very positive sign. I believe one thing all good hotels have in common ”“ we know we have to maintain our level of service, the cleanliness of our rooms and make sure our amenities are up to par. We”™ve all learned from this recession about what to do right. But I for one am looking forward to 2011.”
More people are venturing out to restaurants as well. Early bird specials, “economic stimulus” packages and half-portions have brought out people who might otherwise opt to stay home. “People still enjoy eating out and seem to be coming out much more than they were in 2009” said Lisa Berger, director of marketing at Ulster County Tourism. “People are even busier and rushed now than they were before. It”™s just easier to eat out and you can still keep it affordable.”
One thing hotels and caterers learned from the exasperating economy of 2009 was to band together, best expressed by Kangas: “You do whatever it takes to keep your doors open and a smile on your face ”“ even if there is nothing to smile about. If it means putting in more hours and working harder, we do it. We have to. I think we”™ve all learned to appreciate the ”˜good times”™ much more… and hopefully, the next decade will be kinder to everyone in the industry. It has given us all a greater appreciation for having a job, and doing it well, even though the pressure is extreme. It was certainly not a time any of us want to see happen again ”“ but I think we all learned the importance of working together as a team. So something good came out of something very bad.”