15 Minutes with Albert Mertz, General Manager of Hotel Hartness

When Hotel Hartness opens early next year, Albert Mertz will be leading the team that welcomes those first guests.

A 30-year veteran of the hospitality business, Mertz arrived in Greenville earlier this year to be General Manager of the 73-room hotel. It’s being developed by the Hartness family as part of a 449-acre community of homes, businesses, recreational amenities and open space.

The development is on the site of the Hartness homestead near Pelham Road and Hwy. 14. The public spaces of the hotel will encompass parts of the family’s former home.

Mertz says that while his work has taken him all over the world, he is excited to be in Greenville and to help bring a unique new grand hotel to the city.

Hotel Hartness will be a part of Hay Creek Hotels, which specializes in marketing and managing unique properties.

Mertz says he personally interviews each candidate for the hotel’s team of about 100.

A graduate of the University of Houston, Mertz also holds a master’s degree from the Royal Melbourne Institute of Technology. He says he enjoys motorsports, spending time with family and cooking at home.

TALK GREENVILLE: As the opening gets closer, are you more eager to show off the hotel to the world or thankful that you’ve got the time to get things just the way you want them?

ALBERT MERTZ: I am thrilled to showcase our beautiful property, but what is most important at this time is building the service culture that will support our commitment to excellence. Without this, there is no sustainability, so every day counts as we approach opening. Our goal of being the best in Greenville is not enough, we want to be recognized beyond that and to accomplish this it takes a relentless approach and building the right team plus the time to train, train, train.

TG: You’ve been involved with quite a few hotel openings – what was the most interesting?

AM: Wow, this is a very tough question as every opening has something special and wonderful about it, and I have opened hotels around the world. I will say the most interesting was opening a five-star plus property in Osaka, Japan where most training had to be done with the assistance of an interpreter. When I am training, I am very passionate and animated, and my interpreter, who was wonderful, was having a little difficulty keeping up with my pace and I had to adjust without losing momentum. The result was amazing as we truly became “one” once we learned each other’s style and she kept up with me!

TG: OK, so what was the most satisfying?

The most satisfying opening was my first international property for The Ritz-Carlton Hotel Company. The resort was in Mexico, and it was feared five-star service levels could not be achieved. But the team of ladies and gentlemen not only accomplished this but took it to the next level through pride and commitment. It was the first resort to achieve triple five-diamond status and the only hotel or restaurant to be awarded the National Quality Award in Mexico. The team was eager to learn and truly embraced service values. The property was one of the highest-ranking resorts in the portfolio when the company was private.

TG: How does Hay Creek’s approach to innkeeping mesh with the Hartness family’s hopes for their property?

AM: Hay Creek Hotels’ host philosophy promotes a culture that delights and surprises guests. The Hartness family genuinely cares for the community and has opened their home (literally) to Greenville and become hosts by building this beautiful property.

TG: How do you define luxury?

AM: True luxury is tailoring an experience to a guest’s tastes and preferences, curating the individual experience in even the smallest of details. Making sure that we cater to your true likes, not our perceived notions of likes or dislikes. Getting to know a guest allows this. At Hay Creek Hotels, we are not a cookie cutter brand, so we have many ways to surprise and delight our guests.

Having a gorgeous facility supports this, but the key element comes from the soul of the hotel, that is us, the staff. We are warm, relaxed yet refined and genuinely caring.

TG: What are the essential elements of a great hotel?

AM: Engaging service. Immaculate levels of cleanliness. Extraordinary attention to detail.

TG: How do you ensure your staff all share that vision?

AM: I walk the talk. I am here to drive excellence and seek those who want to be the best. We are building a service culture from Day One, so our values and goals must always be aligned. We work as a team and are part of a hospitality family. We all share the same responsibility, which is delighting the guest, regardless of position or area of responsibility. We are all here for the same reason and we genuinely care for each other. Every interaction with a colleague is an opportunity to touch on service delivery. It is a daily focus.

TG: When guests are departing after a stay at Hotel Hartness, what would you hope they’d say about it?

AM: “We will be back soon!” Also, how much they enjoyed Hotel Hartness’ warm staff, personalized service, elegant rooms, stunning views, amazing restaurant and incredible spa. How we enlivened their senses and instilled well-being.

TG: If you need to get away for a few days, what’s your ideal place to go?

AM: Currently, with the opening there is not much time for that, but when I can, a beach is always the place to renew and recharge. The ocean is therapeutic for me.

TG: What makes a great hotel employee? How do you find them?

AM: A person who is genuinely warm, friendly, enthusiastic, and kind. I interview every candidate regardless of the position. I want to be able to meet you, speak with you, look you in the eyes and see if you have the personality for what we do. I look for a spark. We cater to people, and it takes a special person. I can train someone to perform a task, but I cannot train them to be hospitable, genuine, and kind.

TG: Is there something you wish more people knew about working in the hotel business?

AM: That opportunities are endless regardless of where you start. It opens the windows to the world. It can literally take you around the world if you choose to pursue it. I did and have loved every minute of it!

TG: How would your staff describe you as a boss?

AM: Passionate, engaging, focused and approachable.

TG: As you’ve settled into life in Greenville, is there anything that you’ve found really surprising?

AM: How easy it is to get everywhere and how close we are to everything. Mountains, beaches, and amazing landscapes are all just a short drive away. I have always wanted to live here, and I am enjoying every aspect of Greenville.

TG: What do you think is the most “uniquely Greenville” thing about the hotel?

AM: The Hartness home is the anchor of the hotel and the nature preserve surrounding us is pure Greenville. However, I must say the art collection is what speaks Greenville to me the most. It is curated with pieces from upcoming and established local artists. This gives us a sense of place which celebrates Greenville and its artistic heritage.

TG: Have you found a go-to place to go in the area?

AM: The farmers markets in Greenville and surrounding areas are always a treat. I enjoy cooking at home and there is nothing better than locally grown produce and baked goods. I am a bread fanatic!

TG: What’s the feature of the property that you’re most excited about sharing with guests?

AM: Our food and beverage offerings. Hay Creek’s hotels are very food-centric, so this is a key part of the property. The dining options at Hotel Hartness are the social center of the hotel and will highlight our creative culinary talent. The choices are almost endless, from Patterson Kitchen + Bar and The Captain, to social events or a private picnic by one of our ponds, or just enjoying tea or a glass of bubbly in the courtyard.

This article originally appeared on Greenville News: 15 Minutes With Albert Mertz, general manager of Hotel Hartness Greenville