FOOD & BEVERAGES
“ We are quickly moving towards operating like we did pre-pandemic ,” says Alberico Nunziata , director of food and beverage , The Beverly Hilton , in California .
One area that continues to meet customer expectations is the emphasis on health and safety . “ Health and safety has always been a top priority across our portfolio , but we have made a lot of those elements more visible to guests to reenforce that confidence ,” Chung says .
Health and safety elements are also being built-in and customized so that they fit in seamlessly throughout properties . At the Bottleworks Hotel in Indianapolis , Indiana , the operator built customized , Art Deco-inspired hand sanitizer stations that are subtly integrated into the hotel ’ s overall design esthetic . “ Obviously , cleanliness remains a big thing ,” says Amy Isbell-Williams , the hotel ’ s general manager .
SUCCEEDING DURING COVID During the height of the pandemic , takeout food and beverages , family meals to go , in-room dining option expansions , and dining outside and utilizing underused and unique spaces throughout hotels and resorts for dining were ways that food and beverage drove sales .
“ We offered guests a variety of ways to dine with us throughout the pandemic , welcoming them into our restaurants and bars at the level of interaction they felt most comfortable with ,” Chung says . “ From private dining in villas and suites to offering to-go and delivery options for locals at Atlantis , The Palm in Dubai or One & Only Cape Town , each offering was suited to each destination and each guest . We ’ ve continued to amend our experiences as the global situation has evolved , continuing those offerings that are still in demand to retiring those that might not make sense right now .”
Chung says that culinary , educational
Private Dining in the Herb Garden at One & Only Palmilla , Los Cabos , Mexico
experiences have continued , both on videos to hands-on classes at resorts , and they ’ ve also continued to invite guests to dine where they are most comfortable . “ We ’ re also seeing people still interested in unique dining areas ,” he adds . “ They want to eat on the sand at the beach or on the balcony of their suite , at an intimate treehouse amongst a forest or enjoy other private nooks around our resorts .”
“ Obviously , during the shutdown , to-go food was the only way you could eat , and for an even longer period of time , it was the only way people were comfortable ,” Lapin says . “ From our experience , we have adopted that takeaway meal program , have enhanced it and have embraced it further , and it will continue to grow , without a question . It ’ s very lucrative , and we ’ ve kept it up .”
“ Grab and go dining options remain a hit with both locals and guests ,” Hilton ’ s Nunziata says .
For Kerzner , the in-room dining approach has permanently changed . “ In lieu of offering a pre-set selection of snacks and beverages , at select One & Only resorts , guests are invited to visit the Refreshment Centre to customize their in-room selection with items that extend far beyond the classics ,” Chung says . “ From in-house-made savory items and sweet bites to fresh-pressed juice and crafted bottle cocktails , guests can preorder exactly what they want to have on hand from the moment they book and throughout their stay .”
Outdoor dining has become more sought-after , and during the pandemic , The Beverly Hilton made the strategic
100 hotelsmag . com September / October 2021