Shawn St-Pierre, General Manager, Fairmont Pittsburgh

In an interview with Invest:, Shawn St-Pierre, general manager of the Fairmont Pittsburgh, discussed the city’s collaborative spirit and the hotel’s role in its hospitality landscape. “We want to ensure that travelers coming into Pittsburgh are welcomed with authenticity at the Fairmont, that they can experience the local culture, while experiencing luxury hospitality at the same time,” St-Pierre said.

What have been your key takeaways from living in Pittsburgh over the past two years?

I moved to the city in March 2023, and I immediately loved the city and the dynamics of it. There is really a desire from all Stakeholders to make downtown and the greater Pittsburgh area a dynamic force. That is what I like. I have worked in other markets where the priorities might be a bit misaligned between different levels. Here, I have found that private industry, public government, and everyone else seem to want to ensure that if you are coming here for either a vacation or a business trip, you feel safe. They want you to enjoy the city so that you return on your own time, whether for vacation, a concert, or a sporting event. I have been very impressed with the way the city and its different stakeholders are pushing in the same direction.

Given that Fairmont in Pittsburgh is celebrating its 15-year anniversary this year, how does the Fairmont contribute to Pittsburgh’s hospitality and hotel landscape?

Fairmont is the only true luxury hotel in the city. We are fortunate to welcome high-profile guests to the hotel. Different companies and organizations select the Fairmont to host their visitors because they want to showcase the best of the best. We are in a fortunate position. We are celebrating our 15th anniversary this year, and the impact of the Fairmont has been significant since we opened in 2010. We want to ensure that travelers coming into Pittsburgh feel welcome with authenticity, as if they are locals, while also experiencing luxury at the same time.

How has Fairmont’s collaboration with the Fifth Avenue Club by Saks Fifth Avenue enhanced the guest experience at the hotel?

Sometimes, luxury hotels can feel exclusive, but the Fairmont has done an excellent job of welcoming locals since day 1. We have a coffee shop in the lobby where the majority of our guests are locals. Our health club has many local members, and our spa is primarily frequented by locals. Our restaurant and bar also have a strong reputation as a place to be and be seen in the city. The partnership with Saks Fifth Avenue is no different. Saks used to be present in Pittsburgh but eventually had to depart. They have been looking to re-enter the market, and partnering with luxury hotels like ours allows them to do so. This partnership offers private shopping in a luxury setting by appointment, whether for hotel guests or locals. It is another amenity that enhances the experience. Guests can enjoy private shopping in the morning, followed by a spa treatment, lunch at our restaurant and enjoy a full day of wellness right in the heart of the city. We are very excited about this offering.

What are some of the key challenges that you and other industry leaders are seeing, and what strategies are being implemented to address them?

We are hosting the NFL Draft in April 2026, and as I mentioned earlier, all stakeholders are aligned in making the city safe and attractive for both locals and visitors. We are located on Market Street, so the revitalization of downtown and Market Square directly benefits our guests. 

We are very happy to be part of these efforts and recognize how important it is to get the community involved as well. We want to ensure that downtown is attractive and welcoming for visitors, whether they are here for business or leisure. We have been working with different stakeholders to contribute to this effort by keeping sidewalks clean, improving safety, and enhancing the overall experience. The city has done a great job addressing these issues, especially after the challenges many major cities faced post-pandemic. The steps taken have been appropriate and effective.

How have guest expectations for hotel stays evolved in recent years, and how does your team adapt to meet those changing demands?

Personalization is key. Guests are looking for experiences that allow them to engage with local culture. In our restaurant and bar, we design our menus to reflect the taste of Pittsburgh and western Pennsylvania. For example, we offer pickled cocktails year-round, inspired by one of the best food festivals in the country, Picklesburgh. Luxury is about personalization, which comes down to making people feel special. At the Fairmont, that is our goal with every interaction.

How has the Fairmont integrated technology, such as AI, into operations to enhance the guest experience?

Technology is important, and we strive to stay at the forefront. We recently integrated an internal platform for better colleague communication, streamlining guest requests through mobile instead of traditional communication. We also introduced mobile ordering for in-room dining and guests can now also select their meal, and choose a delivery time at their convenience. However, we still offer the option to speak to someone directly if they prefer. True luxury is about choice, and we aim to provide both convenience and personalized service.

How are you developing different partnerships or programs to involve the Fairmont with the local business community as much as possible?

The health club is a good example where we have partnerships with different organisation in downtown Pittsburgh. These organizations receive special offers for their employees, allowing them to use our facilities. The hotel features a steam room and a sauna, which many appreciate. Proximity plays a significant role in these partnerships, as many people utilize the parking beneath the hotel to access nearby office buildings. It is very convenient as guests arrive early in the morning, park at the hotel, work out, proceed to their workplace, and return to the hotel to retrieve their cars.

Our location also provides many advantages. We are just one block away from the Cultural District and serve as the official hotel of the Pittsburgh Symphony Orchestra. Many locals use our valet service for ease of parking. They drop off their cars, dine at our restaurant, attend a concert, and return to collect their vehicles seamlessly. The Fairmont has been a cornerstone of downtown Pittsburgh for 15 years, and we remain committed to serving the community. Additionally, our coffee shop attracts many locals who value a safe and clean environment for their morning coffee. The hotel was designed with a sense of place in mind, offering more than just accommodations.

Do you believe this integration with the local community is a broader trend in the hospitality industry, or has it always been a focus for hotels?

I think this approach has existed for some time, but it is challenging for hotels that were not initially designed with this mindset. In some markets, attracting locals can be a challenge, The Fairmont in Pittsburgh was conceived with this vision from the beginning, and we are fortunate to continue fostering these connections.

Looking ahead, what developments would you like to see in downtown Pittsburgh, and how do you plan to further integrate the Fairmont brand into the city’s growth?

There are many synergies to explore, with the NFL Draft being one of them. Downtown Pittsburgh is undergoing renovations, including improvements to Market Square and other areas and I would like to see better access to our three rivers, and efforts are already underway to enhance waterfront development. This will benefit both visitors and locals.

The return of Picklesburgh on the Roberto Clemente Bridge this year highlights the city’s iconic bridges, which are a defining feature of Pittsburgh. Showcasing these attributes reinforces our unique identity. Additionally, there is a strong desire to convert office spaces into residential units, which will invigorate downtown beyond business hours. More residents will support local restaurants and create a vibrant atmosphere, making the area more appealing to visitors.

These developments will strengthen Pittsburgh’s sense of place and ensure the Fairmont remains an integral part of the city’s growth.