Mohonk Mountain House’s Formula For Success

02.08.2023 - 13:17 / forbes.com

Now in its fifth generation of family ownership and operation, Mohonk Mountain House continues its long-standing tradition of hospitality excellence. Founded by the Smiley family in 1869, Mohonk Mountain House in New Paltz, New York is a Victorian Castle Resort nestled in the Hudson Valley and surrounded by 40,000 acres of pristine forest and wildlife.

Guests at this all-inclusive resort receive three delectable meals daily, afternoon tea and cookies in the historic Lake Lounge, access to more than 85 miles of scenic hiking trails, Yoga, Meditation and Fitness classes, an indoor heated pool with underwater music plus a constant array of activities (most at no added cost) from which to choose.

Nina Smiley, Director of Mindfulness Programming, recently offered insights into the success of this iconic resort.

What special challenges do you encounter running an iconic family business like Mohonk Mountain House?

Our challenge has been, and continues to be, discerning what needs to remain unchanged and what details need to evolve to support our business so it continues to thrive. As an iconic family business, a unique challenge is finding those persons in each generation who are willing and able to take on leadership roles. We have been blessed over our 154 years to have family members who have taken on key roles. In 1990, my husband Bert and I stepped in to lead his family business in the fourth generation with Bert as President/ CEO, and myself as Director of Marketing. In 2018, our nephew Eric became President and cousin Tom became CEO, both fifth generation family members.

How is it possible to attain and retain the high-level staff that guests have come to expect at Mohonk Mountain House?

Being a family business means wanting our team to feel themselves members of our extended Mohonk family. Many of our team have been with us for ten years, 20 years or longer and we support internal training, development and promotion. When we interview, we strive to match applicants to their best-fit employment and our salaries and benefits are competitive. Once hired, each incoming person spends a full day at Orientation learning not only about policies and procedures, but also the history of Mohonk Mountain House. Knowing about the core values that have shaped Mohonk - appreciation for the natural world, land stewardship, history, family leadership - invites new Mohonkers to share a sense of community and that attitude is often noted by our guests. We understand that time spent learning about our Mohonk culture is important in new teammates’ understanding how we care for our guests and for each other.

How has the hospitality industry changed over the years?

The depth and breadth of the industry has expanded