Providing exemplary guest service will always be the number one goal in the hotel and restaurant industry. How we accomplish this goal is changing to a mix of both personal and virtual. Email, social media, and texting are today’s standard methods of communication that have changed the subtleties of how we interact with each other. While smart phones, tablets, and multiple social media applications have all improved our ability to multitask and connect with people in our personal and professional lives, I have witnessed both positive and negative effects on personal human interaction. The argument could be made that the
With the simple goal of increasing revenues at its 11 extended-stay locations in North America, Starwood’s Element brand unwittingly discovered a flexible, multipurpose solution: a mobile, airline-style cart, which they originally used to serve beverages in the hotels’ lobby areas. “Our evening receptions are complimentary, but we wanted to add a cash bar for afterward,” explains Jeremy Cooper, director of global guest initiatives, specialty select brands, Starwood Hotels & Resorts Worldwide. “There was a need for ongoing beverage service and a branded guest experience.” This strategy, however, does more than help offset the expense of its receptions and activate the
In the first three parts of our Mustering Moxie series, we looked at how the roles of Trustee, Catalyst, and GOAT reap rewards. Let’s move right on to our next chart-toppers. 4. Increase your value by being a translator Knowing more than one language in a global economy is highly valuable. However, I’m referring to the ability to distill matters to their essence and then communicate the message to other people in such a way they can easily grasp and respond. I suppose, to some degree, the simple act of being heard or seen does count in any culture of
Service has always been the name of the hotel game, but more than ever, hoteliers are finding new, micro ways to hone in on what really pleases guests and groups to get an edge. SilverBirch Hotels & Resorts basically thinks of groups like they do of guests. If you make the stay easy and comfortable for the former, why not the latter? It’s with that perspective that SilverBirch realized planners wanted true turnkey meetings, which led to the creation of the company’s Conference Centre concept—which puts F&B and everything else in one simple bundle. Another example of finding that micro
There’s a galaxy of critical touch points that determines the quality of an in-room dining experience. Value-deflators can include unkempt uniforms and shoddy equipment, costly mistakes, and robotic service. Here are some steps to ensure an exceptional experience. 1. Check equipment, uniform, and order. The trolley must be tiptop—wheels, sleeves, and hotbox. Inspect for condiments, matching flatware, clean check presenter, and fresh flowers. Uniforms must be spotless, pressed, and without rips. The order and guestroom details must match. One slip-up on the launch pad sends guests straight to TripAdvisor. 2. Be gracious in the hall and prepare the tray. Gracefully
In 1983, one of the all-time underdog sports stories unfolded at the men’s NCAA basketball championship game in Albuquerque, New Mexico. The North Carolina State University Wolfpack—a mere 17-10 during the season—defeated the number-one ranked 31-2 University of Houston Cougars, a powerhouse team boasting two future NBA Hall of Famers: Hakeem Olajuwon and Clyde Drexler. The upset made NC State Head Coach Jim Valvano a household name in sports circles and beyond. Unfortunately, 10 years later, Valvano succumbed to cancer at age 47. His televised speech on ESPN just weeks before his death produced the now famous quote: “Don’t give
When Michael Rosen brings his chickens home to Roost, you can bet they’ll have been locally raised—as local as many of the new guests the restaurant is bringing to the Hyatt Regency Greenville, South Carolina. Rosen, VP of F&B for JHM Hotels, is the culinary mind behind Roost, the new restaurant anchoring the property, which was acquired by JHM in 2009. A beacon for downtown change when it opened in 1989, the Hyatt was by 2009 in desperate need of modernizing to keep up with competition. The restaurant’s redo demonstrates the power of bringing locals, as well as hotel guests,
Coffee isn’t just a part of breakfast. For many guests, it is breakfast. That’s part of the reason the CityBrü coffee bar has been an integral part of the CityFlatsHotel’s atmosphere since the 56-room, independently owned hotel opened in Holland, Michigan, in 2007. A second property, also featuring CityBrü, has since opened in Grand Rapids. Another benefit of CityBrü is simply having a good touchpoint. Convenience and Conversation “From my perspective, the most important value of the coffee bar is that it gives us another avenue to get face-to-face time with our guests,” says GM Rachael Schneider. Beyond incremental revenue
Making things easy is a two-way street, rich with traffic and revenue. It’s this simple truth that led SilverBirch Hotels & Resorts to come up with its Conference Centre concept, a smart floor plan and all-inclusive package that makes meeting planning stress-free and easy to budget for clients. Planners get AV needs and table layouts taken care of, while attendees refresh with unlimited access to a given hotel’s Connections Café or, depending on the hotel, an above-expectations F&B offering on par with it. SilverBirch’s streamlined, efficiency-based meetings model reflects modern group needs—in both F&B and pricing. Spokes in a Wheel
Since the hotel’s construction in 1926, the InterContinental Mark Hopkins San Francisco’s guests have included U.S. presidents, statesmen, international royalty, and Hollywood celebrities. “That’s a lot to live up to,” says Director of Convention Services Sylvia Harms, “and we take great pride in our legacy of fine dining. That extends to every aspect of banquet service, including snacks and meeting breaks. Our average group size is 100, and we require a 20-guest minimum for themed afternoon break menus.” The Ball Park Break ($28) includes Thatcher’s of San Francisco Gourmet Popcorn in caramel, sea salt, and regular varieties; whole-roasted peanuts; mini
The processing of food products within your facility generates waste in many forms. These waste products are contaminated in varying degrees with bacteria, viruses, and chemicals and need to be considered hazardous.
The National Pork Board’s fourth-annual Pork Summit was held for three days in April at the Culinary Institute of America’s Greystone campus in St. Helena, California. More than 20 chefs and nearly a dozen foodservice media, including Hotel F&B’s Michael Costa, learned about pork’s potential by watching live cooking demonstrations from renowned chefs Bruce Aidells, Jonathan Waxman, Brad Farmerie, and more. Attendees also worked in teams in the CIA’s kitchen, creating an improvised menu using an entire side of pork, and they participated in a class focused on beer and pork pairings. For more about pork’s possibilities on your menus,
DOLE Chef-Ready Fruit Purées add a new dimension of convenience to the kitchen pantry and back bar. On the Dole website, find exclusive purée recipes for desserts such as Raspberry Red Velvet Truffle Pops, cocktails such as the Smoked Pineapple Coco Rita, sauces such as the savory Sweet and Sour Chicken, and many more. CONTACT: 800-723-9868, www.dolefoodservice.com Meet OVENTION’S® new award-winning Shuttle® oven, sibling to the award-winning Matchbox®. Like the compact Matchbox, the Shuttle delivers speed cooking without microwaves. Precision Impingement® convection gives you great quality and flexibility for everything from breakfast sandwiches to grilled vegetables, pizza, and cookies. Think
In the September 2017 issue,it's Hotel F&B's Meetings & Events issue, which features an oral history of Marriott's Innovation Lab as well the award winning wine program at the Walt Disney World's Swan and Dolphin Resort.