Five-Star Service Still About Engagement

As GM at Stein Eriksen Lodge in Park City, Utah, Dan Flick was in charge when the Mobil Travel Guide raised the hotel’s rating...

Trends: Marriott Launches ‘Live Beta’ Hotel

Marriott Hotels has opened its M Beta at Charlotte Marriott City Center, an "innovation lab" that the company says functions as the world’s first...

I’m a Waiter, Not a Salesman!

Assume the sale. This is one of those phrases that is drilled into the head of any good salesperson. “They will love our product,...

Bedroom Baristas

An episode of the IFC television series Maron finds caffeine-seeking comic Marc Maron asking a barista for iced coffee. The purist barista tells him...

Lobby Trends: TREATS at Hampton Hotels

Hotel lobbies continue to be one of the most fluid and shape-shifting F&B spaces across all tiers of properties, and in particular, select and...

Site Visit Surprise: “Floating” F&B

We often hear about "wowing" customers and clients through F&B, and at the root of those "wows" is extra effort and creativity to separate...

Service Secrets of the Five Stars

By John Paul Boukis and Tad Wilkes Dan Flick knows about F&B service standards. As GM at Stein Eriksen Lodge in Park City, Utah, he...

“Back to Bespoke” Boosts the Bottom Line at The Grand America Hotel

Here's a story I wrote that proves the power of patiently assessing your in-house and local demographic, your surrounding comp set, and your property's...