Spotlight On: Mary Ryan, Director of Operations, JW Marriott by The Galleria in Houston
April 2025 — In an interview with Invest:, Mary Ryan, director of operations at JW Marriott by the Galleria, highlighted the hotel’s strides in sustainability, including energy-efficient upgrades and a food donation program with Second Servings. She also emphasized the hotel’s commitment to developing hospitality talent through hands-on training programs and partnerships with local colleges. “Hospitality is about the art of service, and through mentorship and hands-on learning, we aim to shape the next generation of industry leaders,” she said.
What have been some of the biggest achievements for the JW Marriott by The Galleria over this past year?
Over the last year, I’m incredibly proud of my team’s efforts, especially in advancing our sustainability initiatives. Having spent most of my career in food and beverage, I’ve brought that experience into my operations role. Our team has made significant strides in responsible sourcing, energy and water conservation, and waste reduction. Our executive chef now sources cage-free eggs and sustainably harvested seafood, while our partnerships with local suppliers help minimize our carbon footprint.
On the facilities side, our engineering team has transitioned all lighting to energy-efficient LEDs, and our housekeeping and laundry teams have implemented water-saving measures. One initiative I’m particularly proud of is our partnership with Second Servings, a local organization that collects untouched surplus food from our events and donates it to local shelters and community centers. This program has reduced food waste and allowed our clients to contribute to meaningful sustainability efforts, which they deeply appreciate.
What sets the JW Marriott by The Galleria apart from other luxury properties in Houston?
As a classic luxury brand within Marriott, we take great pride in our culture and heritage. We are the second-ever JW Marriott property within the company, and our service is defined by warmth, authenticity, and proactive luxury. What truly sets us apart, however, is our incredible team. Many of our associates have been with the company for 10 to 35 years, including through the challenges of the COVID-19 pandemic. Their loyalty, experience, and heart for service are the foundation of our exceptional guest experience. The Marriott philosophy “Take care of associates and they will take care of the customers,” holds strong at the JW Marriott Houston by The Galleria.
How does your location in the Galleria area contribute to your appeal for both leisure and business travelers?
Our central location offers guests seamless access to everything Houston has to offer. While we’re known for being directly across from The Galleria shopping center, Houston is much more than shopping. The city boasts a vibrant culinary scene, a world-renowned museum district, major sports venues, and diverse entertainment options — all just a short drive away. For business travelers, our proximity to the convention center makes us an ideal choice for those attending conferences and corporate events. Our partnerships with Houston First and other organizations showcase all that Houston has to offer, which directly supports tourism and strengthens the hospitality industry. Having called Houston home for nearly a decade, I’ve seen firsthand how its diversity, culture, and economic vibrancy continue to drive the success of our industry, making it an exciting destination for both leisure and business travelers.
With nearly 45,000 square feet of meeting space, how do you position the hotel as a top venue for corporate and social events?
Our versatile event spaces set us apart as a premier venue for corporate and social events. We have a grand ballroom and a 13,000-square-foot exhibit hall, we can seamlessly host mid-sized conventions, award dinners, and breakout sessions simultaneously. Unlike sprawling convention hotels, our layout is compact and easy to navigate, which event organizers appreciate.
We provide a true “one-stop-shop” experience, from breakouts and keynotes to dining and social events, all within our hotel. Plus, our proximity to local attractions allows groups to explore Houston if they choose, while our on-site options keep everything convenient. This combination of convenience, flexibility, and exceptional service makes us a top choice venue for meetings and events.
What trends are you seeing in hospitality, and how are you managing evolving guest expectations?
A major trend impacting our industry is the integration of artificial intelligence. While hospitality is about human connection — something AI can’t replace — we’re embracing AI to improve operational efficiency and elevate the guest experience. For example, AI-powered call systems help route guest inquiries more efficiently, while automated interview scheduling streamlines our talent acquisition process. We’ve also implemented AI tools for task automation, allowing our team to focus more on meaningful guest interaction. The key for us is balance. We use AI to handle administrative tasks so our associates can focus on creating personalized, memorable experiences. At its core, hospitality is about storytelling and emotional connection, and technology should serve to enhance — never replace — that essential human touch.
How is the hotel preparing for Houston’s role as a host city for the 2026 FIFA World Cup?
We are already laying the groundwork for this monumental event. With seven FIFA World Cup matches set for Houston, alongside the World Baseball Classic, we anticipate a surge of domestic and international travelers. We’re focusing on enhancing our amenities to cater to international guests, who will have different needs than our typical business travelers. This includes refining our concierge services to showcase Houston’s best dining, entertainment, and cultural experiences, ensuring visitors have an unforgettable stay. Unlike one-weekend events like the Super Bowl or the World Series, the World Cup spans nearly two months, bringing a continuous influx of visitors. This presents an incredible opportunity not just to highlight our hotel’s exceptional service but also to showcase Houston’s world-class hospitality and diverse attractions. We’re honored to be part of what will undoubtedly be a defining moment for the city.
How is JW Marriott by The Galleria supporting the development of hospitality talent and preparing the next generation of industry leaders?
Developing future hospitality leaders is my greatest passion. As part of Marriott’s University Relations program cadre, I actively collaborate with colleges to recruit and mentor top talent. One of our industry’s challenges post-pandemic is bridging the gap for students who completed their hospitality education remotely, missing hands-on experiences that are crucial in our field.
To address this at our property, we’ve revamped our onboarding and training programs to emphasize role-playing and service scenarios. Instead of traditional classroom-style training, we’ve adopted an immersive, hands-on approach that builds confidence and refines service skills. Our focus over the next few years is not only on attracting top talent but also on developing their abilities to create meaningful connections with guests. Hospitality is the art of service, and through mentorship and hands-on experiential learning, we aim to shape the next generation of industry leaders.
What excites you most about the future of JW Marriott by The Galleria?
I’m incredibly proud of what we’ve accomplished and even more excited for what’s ahead. Houston’s hospitality industry is thriving because of our city’s diversity, culture, and global appeal. As we look to the future, JW Marriott by The Galleria is poised to build on its legacy of excellence, creating exceptional experiences for every guest. I look forward to continuing this journey — one guest, one moment, and one unforgettable experience at a time.
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