"The vibrant Cuban community here knows its coffee and has high expectations for a quality cup,” says Antonio Recillas, director of F&B at Mandarin Oriental, Miami. Therein lies the perfect opportunity—and a challenge.

“You don’t find coffee drinkers in other parts of Florida like you do here,” he continues. “Coffee is not a trend here—it’s a way of life. When you’re Cuban, you have a cortadito at two in the afternoon every day.” And the Mandarin Oriental pursues that business with a steady focus on exceptional coffee service. After all, how many other American hotels can claim the cortadito as their top-selling coffee drink?

SEEING IS BELIEVING
In addition to individual machines that are now an amenity in every guest suite, the property boasts 12 commercial espresso machines. This functional component goes a long way visually, helping to create interest for guests. “People like to see the manual machines,” Recillas says, “and they like to see their drinks being made.” The hotel also offers chilled coffee drinks on the menus, at banquets, and in the private bars (minibars), but the machines send the message that what’s offered in these presentations is real-deal, quality coffee.

Staff must be properly versed in the use of the equipment to deliver on that potential. The F&B staff turnover rate at the Miami property is the lowest in the Mandarin family, and every staff member is trained by Illy, the hotel’s vendor partner.

The hotel’s Café Sambal pulls 40 percent local business, due in no small part to the F&B team’s determined focus on winning over the coffeeloving locals. “We’re part of the neighborhood,” Recillas says. “A letter featuring all of our restaurant programs goes out to the local residents here in the Brickell area and to all of the companies with their offices here. We went out and visited the buildings around us. We’re very active in reaching out to the local community.”

Café Sambal serves 12,000 covers a month, and Recillas estimates that coffee is served with approximately 75 percent of those meals. Prices are competitive at $5.50 to $6 per coffee drink in the restaurant.

BANQUET BONANZA
Even in a coffee-savvy market, Mandarin Miami’s dedication to quality coffee and service contributes to banquet and catering revenue. And that’s where the real margins kick in, with an upcharge of $2 to $2.50 per person for specialty coffee service at banquets.

Groups hover around the barista at portable, themed espresso bars, pairing chocolate with their fancy cups. “I think it’s a point of differentiation for some [groups], and for others, it’s a point of service,” Recillas observes. “We have a number of Latino groups. They are a huge part of our business. For the American companies, it’s more about enhanced service.”

BEYOND BANQUETS
Mandarin Miami’s coffee revolution continues to permeate the property. “Our lobby martini bar (M-Bar) is being completely redone,” Recillas says. “An espresso machine is going in, so during the day it will become a gourmet coffee shop. You’ll have the aroma, the flavor, and ambiance.”

John Paul Boukis helped develop the American Hotel and Lodging Association’s publishing division and is a founding editor of HOTEL F&B. He is based in Tampa.

Share: