01/31/2025
Our engineering team keeps The James NoMad running smoothly, ensuring guests feel at home. Joe Ferrara, a cherished team member for 20 years, shares his journey, the challenges he’s overcome, and what makes working here special.
1. What inspired you to pursue a career in engineering, and how did you end up at The James NoMad?
I’ve always enjoyed working with my hands and get a real sense of accomplishment from completing a project. When I applied at the union hall, I wanted a long-term, stable position where I could grow and retire. At that point, I had a young family, so security was important. I interviewed at a few properties, but The James NoMad stood out. The team felt like a great fit, and looking back, I made the right choice—I’ve been here for 20 years.
2. Can you share a memorable challenge you’ve faced in your role and how you overcame it?
Early on, the department felt divided, which wasn’t productive. I had never worked in a place like that, and I knew it wasn’t healthy for the team or the building. At the time, I was the lowest in seniority, so I couldn’t do much—until I became a delegate. That role allowed me to make real changes and bring the team together. Eighteen years later, we’re one unit. We look out for each other like family. If someone needs help, another team member steps in. No one is left struggling—it’s always a team effort.
3. How does the engineering team contribute to an exceptional guest experience?
Our job is to make sure everything runs smoothly, from amenities to overall maintenance, but it’s also about how we interact with guests. When I’m making a repair, I don’t just fix the issue—I explain what I’m doing. If a guest is frustrated, I listen first and let them vent before reassuring them. That personal touch makes a big difference. By the time I leave, I try to make them smile. It’s rewarding when guests mention me in their feedback—that means I did my job right, not just as an engineer but as part of their experience at The James.
4. What advice would you give to someone joining an engineering team in hospitality?
Take pride in everything you do. Treat the hotel like your home—if something needs fixing, handle it. Don’t leave it for the next person, because we all rely on each other. Communication and teamwork are key. If someone can’t get to a task, another team member steps in. That’s how we keep things running seamlessly. Every job has challenges, but when you’re surrounded by a good team, work doesn’t feel like a burden. If you enjoy what you do and take ownership of your role, the day goes by quickly, and no problem ever feels too big to solve.
