By
Erin Coulehan
When Adrian Gonzalez first heard that The Plaza Hotel Pioneer Park had been named the top hotel in El Paso by U.S. News & World Report, the news came not from an internal announcement, but from colleagues beyond the city.
“I got the news from friends in the industry. They’re paying attention to what we’re doing here, and it’s no different than earning the Michelin Key a few months ago,” Gonzalez shares. “I heard and was like, ‘Oh, we got it?’ And he’s like, ‘Yeah, you’re the only one in El Paso.’ It was a situation where we were just not expecting it – but it’s an awesome recognition.”
This is the latest accolade for The Plaza Hotel Pioneer Park, a hotel that has redefined luxury in the Sun City since its re-opening under the ownership of Paul Foster. As General Manager, Gonzalez has been instrumental in shaping its service philosophy, ensuring that the historic landmark remains not just an architectural gem but an unparalleled hospitality experience.
“The first attractive feature of the hotel is the building. The history, the renovation, everything takes you back to those days when The Plaza had its original glory – only better,” Gonzalez says. “But what makes everything different these days is the service.”
Service is not solely about meeting expectations but also exceeding them.
Gonzalez, who moved from San Francisco to take this role three and a half years ago, emphasizes the importance of training, a skillset he honed from his background in education.
“We opened the hotel during the pandemic, and it was difficult in the beginning to really showcase our world-class service standards. But we got busier and busier. We have a program in place we call ‘Moments of Truth,’ where every single guest contact position is trained on how to perform when they’re in front of a guest. Also, we are Forbes Travel Guide trained, so all of our standards are Forbes based.”
Under Gonzalez’s leadership, the hotel has introduced thoughtful luxury touches with a local twist, from a turndown service featuring handcrafted paletas from the hotel’s pastry chef to a newly implemented butler service catering to the needs of world-class travelers.
“People who are used to traveling in style and staying in luxury hotels feel at home here. I think that’s of great importance.”
That attention to detail extends to Ambar, the hotel’s celebrated restaurant and bar, where Gonzalez’s passion for fine tequila shines. A self-professed Blanco purist, he curates an extensive selection of additive-free tequilas, including G4, Lalo, and Ocho.
“Tequila’s water source is a big difference-maker between one and another. We love G4 here at The Plaza – it’s free of additives and made with great care. When it comes to tequila, if it’s available in El Paso, it’s for sure at Ambar.”
Beyond a remarkable guest experience, Gonzalez and his team continuously refine their service by listening.
“I’m a people person. I love meeting people, taking care of them, making sure everything is up to their expectations – or better,” he says. Listening is the only way to improve. We have a weekly meeting where we analyze all the comments from everywhere – TripAdvisor, Expedia, Booking.com – anyone who wants to give us constructive feedback. We do an analysis every week with all my leaders, and we tackle every issue, finding root causes and permanent solutions.”
With accolades piling up and a relentless commitment to service, The Plaza Hotel Pioneer Park is more than a hotel in El Paso: it’s a benchmark for luxury and hospitality done right. For Gonzalez, that recognition simply attests to the people who make it all happen.
