"As chief operating officer, I oversee the Pomeranc Group's hotel division. It consists of Cromwell Hotels, which represents mainly airport properties, and Thompson Hotels, our growing boutique division.
"Airport business has dropped dramatically since 11 September, affecting occupancies at our airport properties. We have had to become more aggressive on crew contracts and have had to offer very special rates at these hotels to attract the limited number of travellers. Every time the government raises the terror alert in New York, occupancies are affected. Yield management has never been so important in ensuring that we capture our market.
"With fewer travellers coming into the city, occupancies and average rates in New York City have been hit, with few exceptions. In the year to date, New York hotels have seen occupancies drop from 73% to 68%, compared with the previous year. However, our boutique hotel, 60 Thompson, continues to buck the trend: it achieved occupancy last year of 93%, with an average rate of more than $325 (£200). Figures for the year to date, including August, show occupancy of 94.5%, with revpar up by more than 13% on last year. We've been able to achieve this performance because we have stuck to our mission of providing the very best service.
"Back in 2000, when it was nearly impossible for guests to find rooms, hotels charged extremely high rates and delivered inconsistent service. Now that guests have choices because of the struggling economy, those hotels are offering deep discounts to lure customers back. We've stuck to the principle that if you are exceeding guests' expectations they will stick by you through difficult times - and this is paying off.
"What happened on 11 September was an incredible tragedy for the world and for New York City, but we recently had a blackout and it was amazing how people pulled together again. The city has become a kinder, gentler place. People realise there are bigger issues. There's a different feeling in New York City - crime is down and the difficult things about New York have lessened. Tragedy has pulled the city together and New York is a lot friendlier than it was. During the blackout there was no crime - and the blackout lasted a long time. New York has matured and people are less inclined to take advantage and are more compassionate to their neighbours.
"But it's still as vibrant a place as ever. New York City has an energy and a can-do spirit. No challenge is insurmountable to New Yorkers."
About New York
- The combination of 11 September, subsequent events and a steeper economic downturn has sent international travel to New York City falling. International travel to New York City declined by 17% in 2001 to 5.7 million visitors. The terrorist attacks and subsequent events accelerated the slowdown already experienced earlier that year.
- Hotel occupancy in New York City is expected to be 75% for this year, down marginally from 75.2% last year.
- Average daily room rate has fallen this year to $193 (£119) from $194 (£119.5) last year, although room nights filled has risen from 19.1 million last year to 19.3 million this year, according to figures from PKF Consulting.
- 2001 saw more visitors to New York from the UK than from any other country. Canada was second on the list and Japan was third.