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,...

Client Coaching

In our previous issue, we talked with hotel F&B pro Kevin Klein—currently the GM at University Plaza Hotel & Convention Center in Springfield, Missouri—about...

Give Room Service a Fighting Chance

Despite the controversy over the value of room service, it’s still a key differentiator for full-service hotels. So, if you’re staying in the game,...

Strategies for Service Success, Part 3

I recently caught up with the husband and wife team of Amy James, director of events at the Bethesda North Marriott Hotel & Conference...

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...

Mind Your SOPs

Standard operating procedures (SOPs ) are rules for organizations to minimize risk, loss, and liability, while maximizing efficiencies in everyday operations. Imagine, for example, what...

From the Board: It’s All About Soul

Great F&B is not about focus groups and a room full of MBAs with flow charts. Rather, it’s about soul, passion, and excitement. Of...

Strategies for Service Success, Part Two

Whether you call it the bar chef crusade or the second golden age of the cocktail, the art and science of bartending is upon...