From the Editor: Getting Better All the Time
When we last featured Best Western on our cover four years ago, the brand had recently overhauled its complimentary breakfast to be more streamlined from a customer flow/speed of service standpoint, and to give their target demographic exactly what they wanted on the menu.
I met with Best Western’s Michael Lunday at the Best Western Plus Duncanville property near Dallas in 2012 to shoot a video of that breakfast revamp, which you can watch on our YouTube page, called Hotel F&B TV. The Duncanville owners were thrilled with the morning menu tweaks, and everything seemed to be paying off for the brand with increased guest scores.
Fast forward a few years, and some of those breakfast changes had become outdated. Guest scores were flagging a bit, so the brand investigated what it could do better without having to completely dismantle all their hard work from 2012. Find out what they changed and how customers responded.
Also looking to improve is the Hilton Knoxville. When the hotel’s current management company PM Hotel Group, acquired the property, they discovered a potential goldmine of F&B profitability wasted in an outdoor space used for smoking breaks. See how that area was transformed into one of Knoxville’s premier outdoor lounges.
Throughout this issue, you’ll discover many examples of F&B operations striving to get better, and rejecting complacency. We hope you can apply some of their proven, profitable ideas at your own properties to boost your bottom line during this final quarter of 2016 and beyond.Michael Costa
VP Industry RelationsHotel F&B Magazine