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Shelly, please tell us a little about yourself and how your journey in hospitality began. 

I actually started my career at the JW Marriott right here in Washington, DC, which was the very first JW Marriott hotel, so that was pretty special. From the beginning, I was drawn to the energy of social events, weddings, and planning meetings. I really loved that side of the business.

As my career evolved, I spent time in group sales and marketing, which eventually led me into general management roles. That is the part of the job I enjoy most because I get to be involved in every aspect of the hotel and work closely with all of the teams.

The Mayflower is one of Washington DC’s most storied addresses, the “Grande Dame of Washington” and the “Hotel of Presidents.” What does it mean to you to lead such an iconic and historic property?

It really is an honor to lead a hotel with such deep significance and rich history. The Mayflower Hotel, Autograph Collection has honestly changed the way I travel and how I experience cities. I love to travel and have been fortunate to see many places around the world, and now I naturally seek out historic hotels wherever I go. I am drawn to their stories, the people who work there, and the history they have lived through, very much like the incredible legacy of The Mayflower Hotel.

The Mayflower’s grand lobby and its 400-foot promenade have been described as “probably the grandest indoor street in Washington”. What do you hope every first-time visitor feels when they walk through these doors?

That’s such a great description, because when I watch guests walk into The Mayflower Hotel each day, you can actually see that sense of awe and arrival. From the moment they enter, they step into this grand dame, and the beauty and scale of the building surround you right away. You feel it immediately.

As you move through the promenade, it really builds anticipation and naturally leads you through the space to my favorite room, the Grand Ballroom. The lobby itself is stunning, from all the gold gilding, which has the most gold gilding in any building, second only to the Library of Congress in Washington, DC, to the marble pillars and the open, high-ceilinged atrium. It is a space that truly takes your breath away.

The hotel has hosted Presidential inaugural balls, world leaders, celebrities, and some of Washington’s most memorable moments.  Are there any chapters of The Mayflower’s past that particularly captivate you as its GM?

The 1920s are especially fascinating to me, particularly as we celebrate our 100-year anniversary. That was really the time when the hotel was at its newest and grandest, more so than any other hotel in Washington, DC.

When I stand in the Grand Ballroom each day and imagine presidents and first ladies greeting their guests from the presidential balcony, it honestly never gets old. It is incredibly special.

Washington DC is unlike any other city in the world, where politics, diplomacy, history, and culture collide daily. How does that unique character influence the guests who come to The Mayflower, and what does it demand of you as the person responsible for their experience?

That really is a tall order. We welcome guests from all over the world, each one here for a different reason and for so many different purposes. Knowing that The Mayflower Hotel is the backdrop for those experiences is incredibly special, and it is also a responsibility that I, and everyone who works here, take very seriously.

For us, it truly comes down to personalisation. It starts with understanding each guest and what they need during their stay, and then, acting on that, we can create a very personal, meaningful experience for whatever brings them through our doors.

You take a hands-on approach to your work, making a point of being present in the lobby to greet guests personally. Please tell us more about your leadership philosophy and your beliefs about great hospitality.

Yes, I do take a hands-on approach, and for me, it really starts with our associates. I truly believe in being visible, approachable, and engaged every day, not just with our guests, but especially with our team. When the associates are enjoying their work, the guests feel that energy immediately.

Those moments in the lobby and the arrival experience are my favorite. There is such excitement when someone first walks into The Mayflower Hotel, anticipating why they are here and what their experience will be like. You can really feel that sense of expectation and energy.

From a leadership perspective, I also place a strong focus on mentoring our managers and helping them build confidence and feel empowered. When they carry that confidence into every guest interaction, no matter the request, they feel comfortable taking ownership and creating a truly personal experience.

You’ve described The Mayflower’s team as “one giant family,” with dozens of associates who have been here for 30 or 40 years. What does this extraordinary staff loyalty mean to you, and how does it shape the culture of the hotel?

Our associates have incredible pride in both working for Marriott and working for the Mayflower Hotel. And as you mentioned, many have spent decades here becoming part of the hotel’s story. And without them, we would simply be a beautiful building. Those associates are the ones who create the moments that guests remember.

Is there a type of guest or a particular reason for visiting that you find especially meaningful to welcome? 

Absolutely. I think this really goes back to my beginnings with the company, because wedding weekends are especially meaningful to me. I make it a point to personally welcome the couples and their families, and that is always incredibly special. We have even hosted multi-generation weddings here, which are deeply moving.

Those kinds of experiences create lifelong emotional connections to the hotel. My favorite wedding last year was a bride whose mother and grandmother were both married here at The Mayflower Hotel. Being part of a legacy like that is truly extraordinary.

The Mayflower is a place where, as you’ve put it, “history is being made every day.” As you look at the next chapter of the hotel’s story, how do you balance preserving that extraordinary heritage with the need to modernise and evolve?

We talk a lot about the history of The Mayflower Hotel, and storytelling is such an important part of that. For me, it is really about honoring our past while keeping it relevant for today’s guests. One of the ways we do that most meaningfully is through food and beverage, which plays a major role in striking that balance.

One of my goals is to create a living library that tells the hotel’s story through its menus. It is a way to honor the chefs who came before us, while also leaving space for future chefs to add their own chapter to The Mayflower’s story.

Beyond the hotel doors, what are your personal recommendations for making the most of Washington DC? Where should guests eat, what should they see, and where do the locals actually go?

The Phillips Collection in Dupont Circle is actually my favorite art museum. It is very personal to me since my wedding reception was held there, so it will always be special. The space is so intimate, and you can really lose yourself moving through the rooms. That sense of closeness and design really stays with you.

At the same time, the Smithsonian museums are truly cannot-miss experiences for anyone visiting Washington. I am also very excited about the new National Geographic Museum of Exploration opening just outside our doors in June. It is always wonderful to see a new museum join the incredible collection we have here in Washington, DC.

When it comes to dining, I love the classic restaurants like Old Ebbitt Grill, Le Diplomate, and Filomena. But like most locals, I also enjoy discovering the newest restaurants, and Washington, DC is always full of exciting new places to explore every year.

Luxury means different things to different people. What does it mean to you, and to The Mayflower?

To me, luxury is really about thoughtful attention to detail, and that is what we strive to do every day by getting to know each guest and personalizing their stay. When we are able to deliver that in a genuine, personal way, guests naturally create their own memories and truly appreciate the experience.

It is also about creating moments of surprise that feel meaningful. Guests may not know the full history of the hotel or have experienced a restaurant like Edgar Bar & Kitchen before. When we can surprise and delight them with stories, and connect them to the history in a thoughtful, authentic way, they leave with memories and stories of their own.

And finally, what is your personal motto, if you have one?

What immediately comes to mind for me is Mr. Marriott’s belief that if you take care of your employees, they will take care of your customers. That philosophy has guided me throughout my entire career and remains a core principle for me today. It is something I truly believe in and actively carry forward with my team every day.

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