The first class of the Master of Science, International Hospitality Management program took a field trip, with Professor Duchamp, to the TWA Hotel at JFK airport on October 17th. They were greeted by Kandice Horne, front office assistant manager, who gave a grand tour of the newly renovated TWA Hotel. The hotel opened in May of 2019. Two brand new buildings were added to both sides of the landmark TWA Flight Center and together hold 512 guest rooms, an infinity pool lounge (which was not open for service), observation deck, fitness center and gift shop. The TWA Hotel offers 50,000 sq ft. of event space which includes outdoor terraces and 45 event rooms. You can also grab a bite to eat or have a drink in one of their six restaurants and bars. The check-in desks are not original, but inspired by the era and has a movable luggage conveyor belt which is an original from the 1960's. This service is for guests who need to store their luggage upon check-in or check-out.
The Flight Center was vacant for 15 years before MCR Development bought the rights to TWA and together with Tyler Morse created the TWA Hotel. One of their main attractions is Connie the Airplane which is an actual TWA plane, Lockheed Constellation L-1649A that took its last flight in 1960. There are many very interesting myths as to other ways Connie was used but the most notable is that it was used as Air Force One, for President Dwight D. Eisenhower in the 1950s. After being transported to JFK from Maine by truck, Connie made its final landing at JFK on the original TWA runway. It was reconfigured into a 125-seat cocktail lounge with the cockpit intact and flight attendants ready to serve with a smile.
The sunken lounge is at the heart of the hotel and is furnished with red seating and red carpeting. Here, you can order aviation-themed drinks such as “Come Fly with Me", "The Howard Hughs" or "Paper Plane,” to name a few, from well trained and friendly service bartenders. The lounge also has a ‘small plates’ menu. From either side of the sunken lounge, you can enter two red carpet tubes which lead to the hotel guest rooms. One tube is known for a scene that was filmed for the Leonardo DiCaprio movie "Catch Me If You Can."
Each flight level has something good to offer and on the Mezzanine Level you will find a museum devoted to TWA crew uniforms with information about some of the designers, Valentino and Ralph Lauren. TWA memorabilia is seen throughout the hotel complex.
While we were touring the grounds the event areas were closed due to the TWA Company’s 50th DCS (Director of Customer Service) Alumni Association reunion. Many of the retired staff from the 60’s and onward were mingling around the many lounges and we met a lovely retired flight attendant who was wearing her original uniform, which I can say was in pristine condition. She told us that working for TWA were the best years of her life, she worked long hours but her colleagues were fabulous.
Getting an inside look at this gem of a hotel, really puts into perspective how important the hospitality industry is. This is an industry that continues to grow and taking classes such as this one, Delivering Successful Customer Service, in the new master’s program at St. John’s is extremely beneficial. The TWA Hotel is an excellent example of how to experience great customer service. Our tour guide was phenomenal in giving us the history of the hotel as well as giving details of what guests can expect when they visit, either for an overnight stay or even if it’s just to grab a bite to eat.
Walking throughout the hotel is like being in a time capsule! It will lift you to another sphere, spinning you back in time with a modern touch. The TWA at JFK is not just a hotel…it’s a Destination!!