17-03 June/July 2012 Lodging

DISASTER PREPAREDNESS • CASA MARINA: SECRETS OF SUCCESS

O f f i c i a l P u b l i c at i o n o f t h e F lo r i da R e s ta u r a n t & Lo d g i n g A s s o c i at i o n

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J u n e /J u ly 2012 WWW.RESTAURANTANDLODGING.COM

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2012

250+ State Associations

F lo r i da R estau r a n t & Lo d g i n g A s so ci at i o n

F rom t h e c h a i r m a n ’ s de sk Chairman

Bruce Craul

Legendary Inc. & Hospitality Inc., Destin Chairman-Elect

Andrew Reiss

Andrew’s Downtown, Tallahassee Secretary-Treasurer

Jim McManemon, Jr. Ritz-Carlton, Amelia Island

Carlos Molinet

The Molinet Institute

Mitch Doren City Walk/Universal, Orlando

Matt Halme

Outback Steakhouse Inc., Tampa Immediate Past Chair

Dave Reid

Miller’s Ale House, Jupiter President/CEO

Carol B. Dover, fmp EDITOR

Susie R. McKinley email: susie@mckinleyhome.com

M AG A ZINE

Publication Manager

John M. Baker

john@restaurantandlodging.com Advertising

Leslie L. Baker

850-545-5023 • leslie@restaurantandlodging.com Production assistant

Victoria J. Connell

victoria@restaurantandlodging.com Published By

Destination Communications, Inc. 1334 Timberlane Rd., Tallahassee, FL 32312 Phone: 850-545-1362 • Fax: 850-907-8245 Florida Restaurant & Lodging magazine is the official publication of the Florida Restaurant & Lodging Association, Inc. (FRLA). FRLA reserves the right to accept, modify, or reject any and all content submitted for publication, whether paid or otherwise, solely at its discretion. Unless otherwise expressly indicated, FRLA does not endorse or warrant any products or services contained herein. In addition, unless otherwise expressly noted, the opinions expressed herein are those of the authors and not necessarily those of FRLA, its directors, officers, members, or staff. Content submissions may be made to the Publisher’s Office by regular mail or by e-mail. Please note that submitted materials will not be returned.

FRLA Headquarters 230 S. Adams St. Tallahassee, FL 32301 850/224-2250 Fax: 850/224-9213

Publisher’s Address 1334 Timberlane Rd. Tallahassee, FL 32312 850/545-1362 Fax: 850/907-8245

Ad Rates and Submission Guidelines at www.RestaurantAndLodging.com Florida Restaurant & Lodging magazine (USPS 002-629; ISSN 104403640) is published bi-monthly. FRLA Members receive this publication as part of their membership dues. Non-members receive it as a marketing and promotion effort to inform the Florida foodservice and lodging industry of efforts made on its behalf by FRLA. Printing and mailing services: Boyd Brothers Printing, Inc., Panama City, FL. Address may bera sent FRLA, PO Box 1779, Tallahassee, FL wchanges w w.Res t au n tto: A nd Lodgi ng.com 32302 or via email to susana@frla.org. Subscription address changes (digital or US Mail, can be made at www.RestaurantAndLodging.com, and click the Manage Subscription tab.

Re-Orienting Staff and New Hires to the Basic People Principles (As Well As Your Vision, Mission, Goals And Dreams)

Laws and Commandments

I

f you saw the front cover of the January issue of this magazine, you saw the majesty of the Emerald Grande. When you have the pleasure of running a property like that, or any property for that matter no matter the size, if it’s a restaurant or a bar, you receive lots of compliments. This property is in its fifth season, and much to my surprise I never receive compliments on how majestic the property is.

The property has fourteen different kinds of granite or marble, enough crown-molding to go to St Louis and back, a fireplace in the restaurant that is a replica of the open hearth at the New York Yacht Club and lots of Cherry, Mahogany and Poplar and yet not once has anyone even commented to me about any of the above. What they talk about are the people, the employees, my peers and my associates.

We do live in a great labor market, but I have to believe there are a few things we do that bring out the best in these people. Back when I was at FIU’s School of Hospitality Management, (in the mid 70’s, ouch) we learned that Disney’s orientation program was a full day. I have since learned it is now only a half a day, but still, how long is yours? Ours is four-hours including a thirty-minute break for lunch. You have no idea how much time that saves the managers and supervisors since we cover all the things that need to be covered in one meeting. Granted that those attending will need to be reminded about what they learned, but the new hires can never say; “I did not know that, or no one told me.”

Besides teaching that attitude is everything, and that cleanliness is next to Godliness, and what the ten-foot rule is, (you have to have eye contact and speak to anyone and everyone that you get within ten feet of), showing the video Fish at the end of the session, we also cover some principals (or laws and commandments).

For probably most of you, you learned the Ten Commandments in church or perhaps even learned the Boy Scout Law, not knowing that it would become part of your fabric.

Chances are that learning those lessons early on, has lead to much of your success, or at a minimum has kept you out of trouble.

This past week our TDC (Tourism Development Council) Executive Director

got caught with his hand in the cookie jar.

Although we do not know still how many cookies he took, what I know for sure is he would still be alive, (he took his own life after being caught), if Bruce Craul he followed the Scout Law and or obeyed the Ten Commandments.

If you think this is not politically correct, I am sorry, but most of our problems in our business with our own employees is they either don’t know about either one of these, or they have forgotten them.

One thing is for sure, they didn’t think that they would be hearing about them in an orientation in business. Well, they do in our orientation. Consider incorporating them into yours. You just might be able to save some money if your bartenders are satisfied being a well-compensated employee with lots of tips, instead of being a partner without a partnership agreement.

I read recently that a superintendant of a school district agreed to remove half of the Ten Commandments that are posted on the district’s school grounds. I wonder which half he wants to remove. Moses will be rolling over in his grave the day he removes half of them. I also read in the same article that the author said, “They are not called the Ten Suggestions.”

Well, I don’t have the Ten Commandments as part of our orientation, but we do talk about being trustworthy, loyal, helpful, friendly, courteous, kind, cheerful, thrifty, brave, clean and reverent. Over two thousand years ago, and then again just over a hundred years ago, we received as a people rules and regulations that have stood the test of time. Trust me, I am no saint, just another man that is under construction, but I hope this article helps you with some content for your next new hire orientation. The world would be a better place if all companies had a great orientation. Oh, and while you’re at it; share your vision, mission, goals and dreams.

– Bruce Craul 2012 Chairman of the Board Florida Restaurant and Lodging Association F lo r i da R estau r a n t & Lo d g i n g

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lodging

CONTENTS

June/July 2012 • WWW.RESTAURANTANDLODGING.COM

10 Secrets of Success: Casa Marina This beachfront Key West Resort founded by Henry Flagler has been open for 92 years and continues to provide guests with old Key West ambiance mixed with contemporary luxury.

22 Considering Art for Your Business?

A beautiful work of art can define the atmosphere and be the centerpiece of your restaurant or lodging establishment.

Departments

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3 5 6 8 13 14 15 18 20

From the Chairman’s Desk Laws & Commandments Food Safety in Lodging Continental Breakfast Requirements A La Carte Monetization through Mobilization; Top 20 Golf Resorts Unique Amenities The Biltmore Hotel, Coral Gables; Doubletree Beach Resort Social Media Using YouTube for Self-Promotion Movers & Shakes Marco Rubio, Carol Dover, Women in Lodging Hurricane Season Disaster Preparation Basics Health Care What Should I Know About State Health Insurance Exchanges?

Up & Coming Guy Harvey Outpost Splashes on St. Pete Beach, Event Calendar

F lo r i da R estau r a n t & Lo d g i n g A s so ci at i o n

Fo od S a f e t y i n L od gi ng

Continental Breakfast:

Requirements for Lodging Establishments

P

By Ann Johnson

roviding a complimentary continental breakfast for hotel guests is a growing trend. For some this customer perk is a necessity to draw in business. Gone are the days when guests would wake up early and seek out the closest diner; now they expect convenience.

There’s no specific criterion for what constitutes a continental breakfast. They can range from pre-packaged granola bars to scrambled eggs and biscuits with gravy. Many hotel brands dictate the type of food items that must be offered and the display equipment that must be utilized in order to provide a consistent experience for guests and maintain brand image.

The Division of Hotels and Restaurants considers a continental breakfast a restaurant and requires a separate food service license. There is an exception – if all the foods and beverages (except coffee and bag-in-box type dispensed beverages) offered to customers are individually pre-packaged, a separate public food service license is not required.

So, what exactly does “individually prepackaged” mean? It’s pretty simple. Individual means one serving or intended for service to one person. Pre-packaged means bottled, canned, cartoned, or equivalent (plastic wrap and clamshell containers are not included). Items like bananas, oranges, and unshelled nuts are considered naturally pre-packaged.

To meet the exception, all the foods and beverages (except coffee and bag-in-box type dispensed beverages) must be received by the establishment already enclosed in the individual packages. Lodging establishments may not package the foods or beverages themselves without a food service license. The packages may only be opened by the customer. (Employees may remove the cap and install the bag-in-box beverage in the dispensing machine, and make coffee.)

The risk of foodborne illness is low for prepackaged items because the food or beverage is not exposed to cross-contamination – there’s no handling of the food itself and no preparation is involved. That’s not to say pre-packaged foods carry no risk. They must still be stored properly and kept refrigerated, if applicable.

No need to worry if you don’t meet the exception – you can easily obtain a food service license. The division’s licensing process requires three simple steps: completing a plan review, applying for a license, and passing an inspecw w w.Res t au ra n t A nd Lodgi ng.com

tion. You may apply for a license when you apply for plan review (this saves time) or you may wait until the plan review is complete.

What’s the best news of all? You can complete the licensing process electronically (except the inspection, of course)! Plans and applications can be scanned or completed electronically and emailed as attachments, and fees can be paid by credit card.

Helpful information is available on the division’s website at www.myfloridalicense.com/ dbpr/hr.

Now, let’s talk technical. Food safety standards require each establishment to meet minimum equipment and facility requirements. To obtain a food service license for a continental breakfast you must have: n A handwash sink in each food preparation and warewashing area. For continental breakfast type establishments, this is usually one handwash sink in the small kitchen used by employees to service the continental breakfast. n A three-compartment sink or commercial dishmachine with drainboards to wash all equipment. There is no specific size requirement, but sinks or dishmachines must be large enough to properly wash, rinse and sanitize the largest piece of equipment. n A mop sink or curbed cleaning facility to dispose of grey water and/or wastewater. This can be located anywhere on the premises, even outside. Hotels and motels are also required to have a mop sink or curbed cleaning facility, so one should already be present. n Hot and cold running water at all required sinks. n A public bathroom for employees and customers. Hotels and motels also have this requirement, so a public bathroom should already be present.

n Equipment to maintain cold foods at 41°F or below and hot foods at 135°F or above, if applicable. This could be anything from a minirefrigerator and crock pot to a walk-in cooler and steam table. n Equipment to properly protect displayed foods, if applicable. Sneezeguards are the first form of protection that usually comes to mind, but there are many different forms of food protection available. Twisting domes, display cases with hinged doors and dispensing equipment can all provide adequate protection depending on the specific use and set-up. The easiest way to evaluate the protection of food displayed for customer self-service is to become a customer yourself. Stand where the customer would stand and act as though you are preparing a plate of food. There should be a solid barrier between your face and the food to prevent any accidental cross contamination due to coughing, sneezing, etc. Wrapping or packaging food is also an option and is especially useful for items such as apples that must be protected not only from coughs and sneezes, but from people’s hands as they choose their apple.

The plan review will make sure the planned food service area will meet the minimum requirements. The inspection will verify the information provided during plan review is accurate and all minimum requirements have been met. Pass the inspection and you are licensed!

Once you obtain a public food service license, you may serve any food you wish to anyone you chose. Whether operating a continental breakfast that serves waffles and cereal or a full-service dinner establishment, the same food safety parameters apply.

Ann Johnson is a Food Safety Inspection Officer with the Florida Department of Business and Professional Regulation, Division of Hotels and Restaurants.

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A L A CARTE

Florida Bed Bug Workgroup

R

ecognizing the severe threat that the re-emergence of bed bugs poses to Florida’s economy, citizens, and millions of annual visitors, Florida Commissioner of Agriculture Adam Putnam has convened the Florida Bed Bug Workgroup. FRLA agrees, and has been involved since the inception.

The workgroup’s mission is “to protect Florida’s public health, environment, and economy from the adverse effects of bed bugs through research, education, training, dissemination of accurate information, and development of affordable prevention and treatment strategies.”

The multi-sector, interdisciplinary panel is comprised of diverse stakeholders facing this issue, from hospitality and tourism interests, to retail and rental businesses, to scientists, academics and professional pest control operators. The work-

group is carefully analyzing the issues to provide Florida businesses and their patrons with solid information and strategies for dealing with this emerging threat.

FRLA was an inaugural participating business stakeholder on the workgroup, and is committed to ensuring the Florida hospitality industry benefits from reliable information and strategies to offset the anxiety and fear associated with this pest.

The workgroup began structured meetings in early 2012, facilitated by the Florida State Consensus Center, and will meet bi-monthly to execute a work plan to benefit all Florida business and public sectors for the foreseeable future.

For more information, or to track progress, visit the workgroup’s webpage at http://consensus.fsu.edu/ DACS/bbwg.html

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www.allergytechnologies.com 6 J u n e /J u ly

2012

Monetization through Mobilization

The Hotel Mobile App Gets an

Entertainment Upgrade

A

s travelers are becoming more technologically savvy – and mobile-dependant - their demands for travel engagement have transitioned from traditional mediums to more interactive and digital contact. For the hotel industry to survive and thrive, innovative touchpoints like the mobile device must be fully embraced as a way for hoteliers to maximize profits and ROI. Building on the fact that 33% of travelers use their mobile device for entertainment, LodgeNet Interactive developed the LodgeNet Mobile App in response to consumer demand for more interactive and intuitive offerings.

Upgrading the Travel Experience Through In-Trip Engagement The LodgeNet Mobile App integrates entertainment services that enhance, and upgrade the travel experience- in-room, in the lobby and on the go - putting travel convenience into the palm of travelers’ hands by bringing together guest entertainment, hotel services, and local area guide information. A free personal hotel and travel resource available from the Apple® App Store or the Android™ Market, the LodgeNet Mobile App focuses on “in-trip engagement” by provid-

ing location-specific real-time content that enables travelers to interact with service providers throughout all stages of their travel experience.

What does that mean for the hotel industry? For hotels using LodgeNet’s Envison iTV system, the app provides the opportunity to connect with travelers through four screen control (iPad, iPhone, Android and TV), as well as personalize the app with brand logos, property-specific images, copy and promotions.

Through the use of LodgeNet’s mCompendium folio review and mobile check-out, hotels can also tailor their offerings to maximize the app’s revenue potential, supporting more promotions and payment options, driving revenue to the property, and expanding brand interaction beyond in-room through a medium that is relevant to the hotel’s customers.

As the mobilization of the hotel industry continues to increase in importance, I would be love to connect you with Derek White of President, Interactive & Media Networks for LodgeNet Interactive to discuss the latest mobile trends in the industry and how the hoteliers can increase revenue through the offerings of the LodgeNet Mobile App.

F lo r i da R estau r a n t & Lo d g i n g A s so ci at i o n

A L a C a rt e

Important ADA Pool Lift Regulation UPDATE

Trip Advisor Top 7 Family Friendly Hotels in U.S. The 2012 Trip Advisor Family Choice Awards recently named their “Top 7”.

Congratulations to Disney’s Wilderness Lodge for finishing as Number 4!

Food Trucks

This final rule revises the Department of Justice regulations implementing the Americans with Disabilities Act to extend until January 31, 2013, the compliance date for the application of sections 242 and 1009 of the 2010 Americans with Disabilities Act (ADA) Standards for Accessible Design for existing pools and spas.

This rule will take effect on May 21, 2012.

Readers’ Poll 2012

Cool Web Pages

A One Stop Web Page for Small Businesses

www.license123.com can provide the small business person with a report that consolidates all of the licenses needed to get your business up and running. Check it out!

Condé Nast Traveler

Top 20 Florida Golf Resorts

Congratulations to FRLA members named to this prestigious reader’s poll: 2. The Breakers, Palm Beach 3. Ritz-Carlton Golf Resort, Naples 5. Ritz-Carlton, Amelia Island 6. Ponte Vedra Inn and Club, Ponte Vedra Beach 7. Disney’s Grand Floridian Resort & Spa, Lake Buena Vista 8. Ritz-Carlton, Sarasota 9. Biltmore Hotel, Coral Gables 10. Gasparilla Inn & Club, Boca Grande 11. Ritz-Carlton Orlando, Grande Lakes 12. Hyatt Regency Grand Cypress, Orlando 13. JW Marriott Orlando, Grande Lakes 15. Omni Amelia Island Plantation Resort, Amelia Island 17. Westin Diplomat Resort & Spa, Hollywood 19. PGA National Resort & Spa, Palm Beach Gardens 10. Renaissance World Golf Village Resort, St. Augustine

Stay in Touch With Your Regulator -- DBPR Mobile

by Florida DBPR

If you want to search licensed businesses or professionals, stay in touch with your regulatory authority, receive announcements and the Secretary’s weekly newsletter, download DBPR’s iPhone and Android app. Check it out! It’s free!

#1 Hotel Amenity In a recent survey conducted by Hotels.com, travelers reported that the number one amenity that “makes or breaks” a hotel stay is free Wi-Fi. So hotels take note!

PDF Maps App

T

he free PDF Maps app provides detailed maps of Orlando, Tampa and Miami, so those welcoming guests can place pinpoints on a specific map of tourist attractions, or less-touristy areas, known best to locals. Not able to play a guide for a day? No problem - just send your guests the waypoints/ pinpoints you just placed via email, and they’ll receive all the information you put together for them.you’ve just set them up with an instant travel guide!

If guests have the PDF Maps app as well (although it’s not needed to send pinpoints), the w w w.Res t au ra n t A nd Lodgi ng.com

app will find your guest’s GPS coordinates in relation to all the pinpoints you just placed for them. Because the app works with the iPhone/ iPad’s GPS device, guests can track their distance from their destination in real time. Still not sure out-of-town guests might not find the places you’re sending them too? With PDF Maps app, you can also include images of the destination or a quick description of what you can do or find there. All your guests need to do is click on the pinpoint!

PDF Maps App is available on the iTunes App store for iPhone, iPod touch and iPad. F lo r i da R estau r a n t & Lo d g i n g

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oubleTree Hotels recently announced the winner of five of its top awards for 2011: DoubleTree Beach Resort by Hilton Tampa Bay / North Redington Beach!

The DoubleTree Beach Resort by Hilton Tampa Bay / North Redington Beach is owned locally by Carl M. Hall and operated under a franchise agreement with DoubleTree Hotel Systems, Inc. The DoubleTree Beach Resort by Hilton received these prestigious awards: Annual Pride Award for Quality. Only 5 DoubleTree hotels in the world received this award. This is the 5th consecutive year DoubleTree Beach Resort by Hilton has received this award in 5 years of eligibility.

Two CARE Cups – each one represents the highest form of company recognition for this hotel’s activities contributing to the local community, team members and guest relations.

The Hospitality Award of Excellence – this hotel was rated the highest of all by guest surveys on all hospitality measures.

Online to the Max Award – again this is the top award for all DoubleTree hotels reflecting excellence in online marketing.

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The Biltmore Hotel

This legendary property in a spectacular tropical setting is known worldwide for its elegance. The Biltmore is sophisticated and beautiful, but did you know that the Hotel caters to kids? Check out the many amenities available to traveling kids, and their parents: • At check-in, kids receive a special welcome amenity.

• Guest rooms provide kid-sized bathrobes and nightly cookies with turndown service.

• The Hotel is home to the Biltmore Culinary Academy for Kids and Teens where kids can create and prepare their own treats and sweets. The Academy specializes in parties and camps!

• Kids’ Spa with TV, sofa and a special spa menu, including a “Little Spa Diva Party”.

• Junior Golf Academy at the Biltmore which provides private lessons, junior golf clinics and summer camps for kids.

• Kids Tennis Camp- tennis lessons & classes • Kids Swimming Camp & classes held in the “legendary” Biltmore Pool. The pool features “two waterfalls, coral caves and grottos.

• The Biltmore is located close to many kid-friendly Miami-Coral Gables area attractions.

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F lo r i da R estau r a n t & Lo d g i n g A s so ci at i o n

w w w.Res t au ra n t A nd Lodgi ng.com

F lo r i da R estau r a n t & Lo d g i n g  

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se c r e t s of s uc c e s s

Casa Marina Interview with KEVIN SPEIDEL, Managing Director, by Susie McKinley Casa Marina is “the place” to stay in Key West. How long has this beautiful property been open?

Casa Marina opened on New Year’s Eve 1920 – and has been open for 92 years.

Was Henry Flagler Casa Marina’s founder? Do you know what the vision was for this property?

Yes, Henry Flagler was the visionary. His intention was to accommodate wealthy customers of Flagler’s Overseas Railroad, which spanned from Key West to the Florida mainland.

Casa Marina is a relaxing place to stay, yet so close to Key West. How do you manage to maintain the quiet ambiance of your resort?

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Casa Marina’s contemporary, beachfront accommodations and thoughtful amenities provide the ideal destination for relaxation. Guests can enjoy a refreshing dip in one of the two oceanfront pools, the largest private beach in Key West and and extensive array of exhilarating water sports. Casa Marina’s island atmosphere with pleasing hotel services for any type of guest makes for a memorable experience.

The Reach is your “sister” resort in Key West. How closely do you work with this property?

The Reach is located just one block west of Casa Marina and is a iconic boutique property that offers the best all natural sand beach in Key West. Guests of either resort enjoy access and privileges of both properties.

What makes your hotel unique?

Casa Marina is a flawless merging of old Key West ambiance and contemporary luxury.

The 1920s architecture separates it from other resorts. In 1942, the property was bought by the US Navy, and used as officer’s quarters for the duration of World War II. Casa Marina reemerged as a luxury hotspot in the 1950s, and played host to celebrities such as Gregory Peck, Rita Hayworth and Gary Merrill.

What are your signature amenities?

Casa Marina amenities include: • Well- appointed, beachfront accommodations, including spacious suites • Charming onsite restaurants, featuring delicious cuisine • 22,600 square feet of meeting space, featuring flexible indoor and outdoor venues • An array of resort activities, offering fun for F lo r i da R estau r a n t & Lo d g i n g A s so ci at i o n

• • • • • • •

all ages and our exclusive H2O pool and beach concierge program delivering guest treats and pampering services throughout the day.

Private beach and the choice of two outdoor tropical pools Full-service massage studio, offering a range of treatments Wireless high-speed Internet access in all guest rooms and suites Private balconies, for panoramic ocean and beach views Onsite equipment rentals, includes bicycles, mopeds, and sports gear Overnight parking for $18 per day and Valet parking for $25 per day A boating pier providing quickest access to fishing, snorkeling, diving and the only living reef in North America

Your Boardwalk and Pool Area are beautiful! Please describe these guest areas.

Casa Marina’s lobby opens onto an outdoor “water walk”, incorporating shallow, cascading water features and symmetric lines of royal palms, which leads to our 1,100 feet of private beach and the blue Atlantic Ocean.

Have you seen the tastes of your guests change over the years?

Most certainly, our repeat guests have come to love the “new” Casa Marina due to superior accommodations, creative service delivery, and

w w w.Res t au ra n t A nd Lodgi ng.com

training, we conduct daily learning via role playing, reading customers and previewing the day at hand.

continual property refinements. From our “toes in the sand” dining to our fish concierge program, service delivery creates exceptional memories which have become for many, a family tradition.

How has the hotel changed since it opened? i.e. décor, amenities, guest activities, etc.

With the completion of a recent $43 million overhaul, this splendid property has been restored to its original grandeur. Each of the resort’s 311 guest rooms have been revamped with sophisticated furnishings and modern amenities, including LCD televisions, iHome docking stations and espresso machines. Eyecatching new event space and outdoor areas completes the renewed atmosphere of refined Floridian splendor, truly delivering luxury for our time.

Has the resort revised its employee training and/or policies over the years to accommodate guests?

Yes, beginning with our asset re-positioning and augmented by the Waldorf Astoria brand

How do you keep your employees engaged and motivated?

Now you are getting into our trade secrets. Let’s just say we have many creative cash incentives designed to reward our service professionals. Additionally, we conduct service rallies every 3 to 4 months to deliver one unified message to our entire team, including all business partners.

What is the most important thing you emphasize with staff about your customers?

This is our “house by the sea”, so please introduce, engage and deliver personalized experiences. It is our lasting legacy.

What critical or priority areas do you emphasize in training your staff?

Before training, we hire personality then train skills.

What do you think are the keys to low employee turnover, and how have you managed turnover?

Defined training programs, immediate feedback, successful incentives and proven career opportunities. A cornerstone human resources team who deliver our local motto “one human family”.

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Se c r e t s of s uc c e s s

What has been the greatest change in serving Casa Marina guests over the years?

Clearly the $85 million dollar renovations which re-positioned the assets into the preeminent ocean front resorts of the Florida Keys.

The renovation not only delivered modern convenience and product quality, but also elevated the level of “ownership” within our service professionals.

What is/are the most important factor(s) to the longevity of Casa Marina?

Blending history and romance with sun-kissed Atlantic shores, Casa Marina and The Reach both Waldorf Astoria Resorts, offer a luxurious and tranquil escape from Duval Street while remaining within walking distance of all its world famous action. The resorts also offer the closest proximity to world class water sports, offering excellent snorkeling and diving for underwater exploration. Both resorts feature the largest private and natural beaches in Key West, allowing for an uninterrupted afternoon of rest and relaxation.

Susie McKinley is Editor of Florida Restaurant & Lodging Magazine.

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F lo r i da R estau r a n t & Lo d g i n g A s so ci at i o n

S o c i a l m e di a

Using YouTube for Self-Promotion

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By Lauren Searcy ights, camera, action! It doesn’t always happen that way anymore, but thanks to technology you can become your own video director anywhere, anytime. Today, many businesses are harnessing the success of YouTube to draw in customers locally and from across the country.

In the past, a restaurateur’s best advertisement was word of mouth. People would share their dining experiences with others and encourage them to try it for themselves. You have the opportunity to facilitate that word of mouth with a quick press of the record button.

Consider having your own YouTube page where customers can share a quick 15-second testimonial about their dining experience. Think of them as mini-commercials. You can show the dish, maybe give a glimpse of how it was prepared, and have the customer tell you their favorite parts. Voilà!

You have an instant commercial from real patrons to sell your product. You can then use other social media outlets to advertise the videos and direct web traffic to YouTube. The best part? It’s free!

w w w.Res t au ra n t A nd Lodgi ng.com

Give people the inside scoop! If you have a great dish, show them how it’s made. People appreciate something more when they see how much care and concentration went into it. Choose one of your specialties and show the consumer why they wouldn’t be able to get a dish like that anywhere else. You could also give at home tips, showcase new menu items or invite people to upload videos with future menu suggestions.

The point is you want to get your customers involved. That way they will continue to fuel more business. According to the Social Media Examiner, video marketing through sites like YouTube is one of the top priorities of marketers and 76% of them plan to increase their video marketing this year.

Did you know the FRLA has a YouTube page?

You can see everything that happened legislatively in our Capital Dish videos. Missed Tourism Day? There is a full video recap of all of the events!

Highlights from years past and speeches from our Hall of Famers are also on the website. We definitely encourage you to click around and enjoy!

Lauren Searcy is the Press Secretary for FRLA.

4 BILLION Page Views Per Day 151 MILLION Monthly Unique US Users

F lo r i da R estau r a n t & Lo d g i n g

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Mov e r s & Sh a k e r s

Marco Rubio Named to Time Magazine’s 100 Most Influential People in the World

Sarasota & Manatee Chapter Legislative Breakfast Left to Right: John Horne, Past President Manatee Chapter Fred Hurley, President Manatee Chapter, Senator Detert, Dannette Lynch, FRLA Director of Membership, Rep. Pilon, Rep. Stuebe, Keith Cipielewski , President Sarasota Chapter. (Reps. Holder and Rouson present but not shown.)

F

lorida’s U. S. Senator Marco Rubio was recently named to Time Magazine’s listing of The 100 Most Influential People In the World.

Former Governor Jeb Bush wrote about Senator Rubio: “I knew there was something special about Marco Rubio when I first met him as a young Republican city commissioner. Bilingual and bicultural, he represents the best of the emerging second generation of Cuban immigrants. His ascendancy in politics has not surprised me or the people who know him. Rubio’s abiding faith in the promise of America is so compelling.

Today Senator Rubio, 40, is an eloquent voice for limited government, entrepreneurial capitalism and a robust foreign policy. Watching him operate in D.C. is refreshing as he continually seeks common ground with Democrats on issues like job growth and immigration without violating principle.

Rubio is the real deal, and I for one look forward to watching him contribute to the rebuilding of our great country in the years to come.”

A Glimpse at WIL (Women in Lodging)

by Dannette Lynch

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reated in 2003 by AH&LA Chair Nancy Johnson, AH&LA’s Women in Lodging initiative launched with the formation of the WIL Executive Council, which is comprised of the top female executive from more than 20 hotel companies and management companies.

It is the first industry-wide forum exclusively for female hospitality professionals, connecting entry level to executives with top professionals nationwide and gaining career momentum. WIL fuels the mission to promote women’s leadership into executive positions within the lodging industry and contribute to business development efforts, including women’s markets.

In addition to full AH&LA benefits, WIL members receive inclusion in the searchable Who’s Who database, discounts to WIL events, mentoring opportunities, state and regional chapter participation, and monthly electronic newsletter, which has a roundup of events across the nation.

To date there are almost 2,000 members and 25 state chapters across the country, three right here in Florida. These local chapters provide extra opportunities to meet more industry women in your community. Regional events are being planned.

For further information on Women in Lodging, contact Dannette Lynch, Director of Membership ,Dannette@FRLA.org

Dover Honored as FSU Dedman School of Hospitality Alumnus of the Year

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nnually, the Dedman School of Hospitality of Florida State University honors one of its graduates who has made notable contributions to the school, the industry and the nominee’s employer, and has served as a role model for students and alumni by his or her behavior and accomplishments, to be honored as Alumnus of the Year.

This year, Carol Dover, President and CEO of the Florida Restaurant and Lodging Association (FRLA) will be the recipient of this prestigious award. Dover has worked in the hospitality industry for more than 30 years and has lobbied for business-friendly laws that support the number-one job producer in the Sunshine State.

Dover credits the education she received while attending FSU’s Dedman School of Hospitality as a major factor in her success. In 2004, Dover was also inducted into the Dedman School of Hospitality Hall of Fame.

The Dedman School of Hospitality boasts a nearly 100% job placement rate for its students within Contact FRLA to solve compliance issues three months of at 866-372-7233 or www.SafeStaff.org graduation. This

Out of Compliance?

14 J u n e /J u ly

2012

year, Dover, as Dedman’s Alumnus of the Year, plans to bring attention to the benefits of hospitality education through the Association’s Educational Foundation program.

FRLA’s Educational Foundation trains more than 20,000 Florida high school students every year using the ProStart Culinary Education Program and the Lodging Management Program (LMP).

In addition to educating the public about programs like ProStart, LMP, and the Dedman School, Dover will continue to remind the public and lawmakers of the tremendous impact the hospitality industry has on the economy of our state.

The gala honoring Dover will be held at FSU’s University Center Club in Tallahassee on the evening of October 12, 2012.

F lo r i da R estau r a n t & Lo d g i n g A s so ci at i o n

H u r r ic a n e se a s on

Disaster Preparation Basics

By Lauren Searcy

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indsight is 20/20. But when disaster strikes, you don’t want that to be your motto. Hurricane season begins June 1 and runs through November 30. Now is the time to get your business prepared. Having a plan will help save you time, money and could help position your business after a disastrous event. Knowing the basics will help you plan out the rest.

EOC Basics: Disaster recovery happens in three phases.

First, local response teams step in, state aid is sent in as needed, and national aid comes in as a last resort. Your county or area Emergency Operations Center (EOC) should be your initial contact as to what is happening prior to, during, and after a storm. County EOCs are comprised of law enforcement agencies, firefighters, paramedics, weather experts, area business leaders, and local elected officials. They will be able to let you know when you need to close down your business for evacuation and how soon you will be able to reopen. It’s a good idea to go ahead and have a contact readily available in case you need other services, like a tree removed from your building or a gas leak contained. Your local EOC will also be able to help you with that. State Emergency Operations Centers can assist you in creating a plan for your business. You can now store files, numbers, and information on their database. Floridadisaster.org has a myriad of information on how to create a plan, important contacts, and links to every county EOC website.

National relief only comes in if state and local efforts are overwhelmed, as was the case in New Orleans after Hurricane Katrina.

to find out when they will need to leave work or return to work after a storm. Consider having a phone tree in place, or a crisis communication hotline where you can leave specific instructions.

Make sure all of your employees are well aware of the multiple post-storm scenarios prior to a disaster. Have all of your records copied and stored in a safe off-site place. Keep a list of important contacts that directly affect your daily business, like suppliers. Have extra hardware and supplies in place in case things cannot be brought in directly after a storm. Secondly, be familiar with your county EOC. Make sure you create a partnership with the local EOC to help in recovery efforts if you are able.

Be Part of the Recovery: If you are one of the first establishments to open up shop after a storm, use that to your

advantage and to the advantage of the area.

There will be hundreds of people working to clean up the neighborhoods, restore power, help families, and get things running as usual. Those people will need a place to stay and something to eat. Businesses can play an integral role in recovery. Contact emergency planners during “Blue Skies” or during non-emergency weather situations to determine how you can play a role in the response efforts. For example, if you are in a location near an impacted area you can help the cause by offering up rooms at a discounted rate to people who are contributing to the recovery.

Lauren Searcy is the FRLA Press Secretary.

Get a Plan: The first part of your plan should be a complete understanding of everything you will need to get business running as usual. As an owner or manager, you are responsible for your employees.

Determine who your employees should contact w w w.Res t au ra n t A nd Lodgi ng.com

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Introducing

SafeStaff® Online Foodhandler The Florida Restaurant and Lodging Association

The SafeStaff® program is convenient, affordable

online food safety training to the hospitality

by Florida law.

is proud to announce that it is now offering

industry. As the Department of Business and Professional Regulation contracted provider, FRLA

has

developed

the

SafeStaff®

Foodhandler Online Training Program.

and meets all of the requirements mandated

For more information, visit www.SafeStaff.org or contact our Education and Training Department at (850)224-2250 or (866)372-7233.

www.SafeStaff.org

1-866-372-SAFE F lo r i da R estau r a n t & Lo d g i n g A s so ci at i o n 16 J u n e /J u ly 2012 Official State-cOntracted fOOd Safety PrOvider – dBPr# 1752486

T r av e l

Florida Residents Travel Deal: 25% Off Orlando’s Newest Resort

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ith summer travel fast approaching, many Florida residents will be heading to Orlando, one of this year’s hottest travel destinations that recently topped the Hotwire 2012 travel value index study for best U.S. value destinations.

The new Wyndham Grand Orlando Resort Bonnet Creek (www.wyndhamgrandorlando. com) is welcoming Florida residents with an exclusive resident’s rate of 25% off, making the starting rate for resident’s $105!

A few of the resorts most interesting attributes include: • 84 bunk rooms (complete with an alcove for tiny travelers with twin bunk beds and an extra sink in the bathroom at children’s height) • Three signature gourmet dining facilities with deep blu seafood grille (www.deepbluorlando. com), offering gourmet dining of sustainable fusion fare for resort guests and park goers alike, recently named an OpenTable Orlando Diner’s Choice Winner • Creative activities that engage and involve all family members and ages including resort wide scavenger hunts, poolside blackjack tournaments, and the Wyndham Grand Kids Club • Zero-entry, lagoon-style pool and adjacent pool complete with a pirate ship waterslide • Stunning, full-service Blue Harmony Spa with products and treatments infused with filtered sea water • Located within the Disney complex in beautiful Bonnet Creek

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h e a lt hc a r e

Reform Article #4 - Burning Health Care Reform Questions

What Should I Know about

State Health Insurance Exchanges?

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ou probably have heard that individuals and companies will be able to purchase health insurance through state exchanges in 2012. While this situation is evolving — with only 14 states passing legislation to create an exchange to date — here is what you should know now as a restaurant owner.

Who Can Buy Coverage on an Exchange?

Two groups will qualify. The first is people with income of up to 400 percent of the federal poverty level. In 2011, that would be $73,240 for an individual and $89,400 for a family of four. They will receive a premium credit to buy health care there. The second is companies with fewer than 100 employees. (This will expand to 100 or more employees in 2017.)

What Benefits Will Exchanges Offer?

The goal of each state exchange is to help these two groups to find and compare affordable, quality health insurance options. The exchanges are expected to offer two benefits.

Lower Costs: This should happen as exchanges educate consumers on their choices and costs, “pool” the purchasers (so small businesses get the buying power of larger companies), and increase competition among private insurance plans that want to serve these customers.

One-stop Shopping: The exchanges should make purchasing easier by providing people and businesses with tools to compare benefits, pricing and quality. Exchange users will also have access to a wide range of customer assistance benefits — including information about prices, quality, and physician and hospital networks—to help them make the best choice for themselves, their families and their employees.

How Will Exchanges Work?

So far, four different models have emerged: 1. Information aggregators deliver bare-bones capabilities

18 J u n e /J uReform ly 2012 Reform Reform Article Article Article #4: #4:

#4:

Burning Burning Burning Health Health Health Care CareReform Care Reform Reform Questions: Questions: Questions:

to meet legislative requirements. Enrollment transactions are passed on to each health plan’s website.

2. Retail-orientation creates a retail shopping experience with lots of service capabilities. It offers a wide range of products that vary by price, design and the amount of assistance to consumers.

3. Guided exchanges use a competitive selection process to limit the number of carriers, whose products may be standardized. This may be a short-term approach for states that are short on funding.

4. Market curators offer a robust end-to-end consumer experience — including shopping, enrolling and extensive customer service — while limiting the number of carriers through a competitive selection process.

One thing that is certain, is that enrollment in state exchanges will begin in October 2013.

Health Care Education Resources for Restaurants There are many moving pieces to this legislation, which will continue to evolve over the next year and a half (and probably well beyond that). The National Restaurant Association is committed to helping you get the facts about health reform as new rules are defined and implemented.

Please visit the NRA Health Care Knowledge Center at www.restaurant.org/healthcare to stay informed on other changes as they occur.

In addition, UnitedHealthcare and the National Restaurant Association have created the Health Insurance Options Center. If you would like individualized assistance with evaluating your options for health insurance, speak to our dedicated restaurant team at 800-293-0105 or visit www. restauranthealthcare.org.

UnitedHealthcare Insurance Company or its affiliates.

Administrative services provided by United HealthCare Services, Inc., or their affiliates. The content provided is for informational purposes only. This communication is not intended, nor should it be construed, as legal or tax advice. Please contact a competent legal or tax professional for legal advice, tax treatment and restrictions. Federal and state laws and regulations are subject to change.

F lo r i da R estau r a n t & Lo d g i n g A s so ci at i o n

THE FLORIDA RESTAURANT AND LODGING ASSOCIATION AND UNITEDHEALTHCARE HAVE TEAMED UP TO HELP YOUR BUSINESS

GROW HEALTHY.

Help an employee get healthier for $5 a month.

Group medical plans for 1-855-652-5918 your employees uhctogether.com/FRLA Health plans for individuals and their families Solutions that work with your budget

The UnitedHealth Allies discount plan is administered by HealthAllies,® Inc., a discount medical plan organization. The discount plan is not insurance. The discount plan provides discounts at certain health care providers for medical services. The discount plan does not make payments directly to the providers of medical services. The member is obligated to pay for all health care services but will receive a discount from those health care providers who have contracted with the discount plan organization. HealthAllies, Inc. is located at P.O. Box 10340, Glendale, CA 91209, 888-809-6539.

Insurance coverage provided by or through UnitedHealthcare Insurance Company or its affiliates. Health Plan coverage provided by or through a UnitedHealthcare company. ©2012 United w w w.Res t au ra n t A nd Lodgi ng.com F lo r iHealthCare da R estau r a Services, n t & Lo d g i Inc. n g 19 UHCFL540173-001

U p & C om i ng

Guy Harvey Outpost Splashes on St. Pete Beach TradeWinds Sandpiper Suites to Become First Guy Harvey Outpost Resort in U.S.

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ver the next few months, the TradeWinds Sandpiper Suites on St. Pete Beach, Fla. will be transformed into Guy Harvey Outpost – a TradeWinds Beach Resort, becoming the first Guy Harvey Outpost in the United States.

At an estimated cost of $3 million, the rebranding of the 211-room beachfront property will begin immediately, with an expected completion date of 2013.

“With its gorgeous beachfront location, the endless water sports activities in the Tampa Bay area, and TradeWinds’ continued dedication to sustainable tourism and marine conservation, we found the TradeWinds Sandpiper to be the perfect property to introduce the Guy Harvey brand in the United States,” said Mark Ellert, president of Guy Harvey Outpost LTD. “Through our partnership with Guy Harvey, we are looking forward to furthering our commitment to conservation and education while continuing to provide extensive recreational options for our guests,” said Keith Overton, president of TradeWinds Island Resorts. “It is a wonderful addition for our guests and the local and state tourism industry.” According to Overton the rebranding project will include: • Incorporation of the signature Guy Harvey brand throughout the public and exterior spaces of hotel and meeting space, including all artwork, murals, and signage; • Implementation of a Guy Harvey décor theme in all the guestrooms, which will also receive new carpet, paint, artwork and flat screen HDTVs; • Replacement of existing hotel shop with a Guy Harvey Adventure • Reimaging of the resort’s current restaurant and beach bar to reflect the new Guy Harvey brand; • Development of a casual, upscale, marine-themed Guy Harvey restaurant with lounge area, private dining and retail store.

The Outpost property will remain owned and managed by the TradeWinds Island Resorts and will continue to share privileges with its nearby, larger sister property, the TradeWinds Island Grand.

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1-800-235-4427 tecopartners.com 20 J u n e /J u ly

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FRLA Destin Marketing Summit In late April, FRLA held a “Mini” Marketing Summit in Destin for our northwest Florida members. It was very well-attended and provided some excellent speakers such as: Monique Yeager, RomaCorp, Luther Lowe, Yelp and Vincent Hunt, Kind Intelligence.

Luther Lowe with Yelp discusses Managing Your Restaurant/Hotel’s Online Reputation

Vincent Hunt, Kind Intelligence, talks to the group about the Semantic Web.

Monique Yeager, RomaCorp, speaks at the Mini Marketing summit about Marketing a Brand

Event Calendar 2011-2012

For more information: www.frla.org/events

n FRLA Summer Board Meeting Monday-Wednesday, June 4-6, 2012 Casa Marina, Key West, FL For more information, contact Sandy Moore at 850-224-2250.

n FRLA Wild & Crazy Fishing Tournament Thursday, June 7, 2012 Casa Marina, Key West, FL n AH&LA Summer Board Meeting Sunday-Wednesday, June 17-20, 2012 For more information, contact Alliah Sheta at 850-224-2250.

n NRA/FRLA Bob Leonard Golf Classic Friday, September 21, 2012 ChampionsGate, FL n Florida Restaurant & Lodging Show Saturday-Monday, September 22-24, 2012 Orlando, FL n FRLA Big Party Saturday, September 22, 2012 BB King’s, Orlando, FL n FRLA Fall Board Meetings Monday-Tuesday, September 23-24, 2012 Orange County Convention Center, Orlando, FL n Meals of Hope Sunday, September 23, 2012 Florida Restaurant & Lodging Show n Destin Seafood Festival Friday-Saturday, October 5-7, 2012 Harborwalk Village at Emerald Grande, Destin, FL F lo r i da R estau r a n t & Lo d g i n g A s so ci at i o n

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To get the savings started, schedule a free Business Energy Check by calling 1.877.372.8477. w w w.Res t au ra n t A nd Lodgi ng.com ©2012 Progress Energy Florida, Inc.

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de c or at i ng

Considering Art for Your Business?

A

By Susie McKinley

Gentle Breeze Watercolor On Paper, 40X30

By Carmen Lagos

Hidden Universe Watercolor On Paper, 40X30

By Carmen Lagos

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rt through the ages has been a constant. It has defined the human condition since the beginning of time. Man’s earliest recorded expression of creativity was through art in the form of cave painting. Art has inspired humanistic movements; it expresses the cultural heritage of civilizations.

There is something about art that reaches deeply into the human soul. From painting to sculpture and even abstract art, there is a piece of art that appeals to each and every one of us.

Our beautiful state has a rich cultural heritage and as a business owner, you can utilize Florida’s treasures in your hotel or restaurant.

A beautiful work of art or objet d’art can be the centerpiece of your restaurant or lodging establishment. It can define the ambiance or atmosphere that you hope your business inspires in guests, or it could simply decorate your place of business and bring color and light to the interior of your restaurant or lodging property.

Guests are looking for reasons to enjoy and relax in your business. Artwork appeals to everyone and may the set the tone for an evening or for a well-deserved holiday.

Artwork can range from a standard print of fine art to a giclee, which is a higher quality of print, to original artwork or photography.

Original sculpture or carvings are typically made of various media: wood, metal, stone or ceramics. Copies of sculpture or carvings can be comprised of just about any synthetic material that mimics the original.

When thinking about adding artwork to your establishment, you may want to work with an independent art consultant who can assist you in determining what it is you need and want.

Judy Albertson, an art consultant in Central Florida notes, “We start from the same point with any client, residential or corporate, hotel or restaurant. First, we try to engage the client in a dialogue to find out if they have an idea in mind about how they feel the space should look.

They may have their own strong concept. Most often, the client is working with a designer who may have a plan or theme and they may want our advice on a wide range of issues: size, space constraints, medium, materials, lighting, etc.”

Further, she notes, “With a restaurant, it is important to us, as consultants, to know the overall philosophy for the place: food, decor, mood – dark, light, indoor or outdoor and then the overall concept starts to come together from these conversations. Usually a client has a firm budget, but we strongly believe that most of a client’s goals are achievable within any budget parameters because there are so many creative choices that can be made. The art can be a major part of the decor, it can set a theme or it can provide a quiet background. We do feel that, like the food, it should be high quality, not necessarily expensive, well-done, thoughtfully presented, carefully installed, well-lighted and above all, pleasing to as many people as possible.

As consultants, we are mindful that it is not a museum or teaching experience.”

“Hotels have even more latitude in style.

Beginning with the public spaces, the art consultant, with the designers, sets the tone for the rest of the hotel.”

Albertson stresses, “It is important to have good sources, artists, craftsmen and installers and to be very creative.” If you would like to contact Albertson, you can reach her at udalb@ aol.com.

Florida is home to many well-known and well-regarded artists. Many resident artists’ work reflects Florida’s natural beauty. Landscape, botanicals and paintings of fruits and vegetables may enhance the ambiance of your hotel or restaurant. Florida artists Carmen Lagos and Gus Castillo paint beautiful and interesting botanicals, fruits and vegetables and seaside scenes.

Their paintings hang in restaurants, corporate offices, hotels and resorts all over the world bringing a little bit of the tropics to these properties. Their artwork is displayed in Marriott Hotels, Ocean Reef, The Breakers Hotel, RitzCarlton properties, Ft. Lauderdale’s St. Regis, Footprints Restaurant, Essensia Restaurant, the Ocean Room, Via Luna and other restaurants and lodging establishments from the Caribbean to Europe. Visit Castillo and Lagos Studio at www.castillolagosstudio.com for more information.

Justin Gaffrey, an artist well-known to visitors to 30-A in South Walton Beach, Florida was at one time chef at Café Sublime in Santa Rosa Beach, Florida. He was creative in his F lo r i da R estau r a n t & Lo d g i n g A s so ci at i o n

Banana Blossom #8 Watercolor On Paper, 60X40

By Carmen Lagos

Window to the Sea Acrylic on Canvas, 48X72 By Gustavo Castillo w w w.Res t au ra n t A nd Lodgi ng.com

position as a chef, and this led to his taking up art as his full-time occupation. “Sculpting with paint” using acrylics, his studios are filled with paintings of landscapes, flowers and plants, butterflies, birds, and other creatures as well as birds’ nests and peace signs. His work is currently collected primarily by individuals and is beginning to be seen in restaurants and in the Northwest Florida Beaches International Airport. To view Justin’s work visit: www.justingaffrey.com.

If you wish to incorporate the artwork of a Florida artist (or an artist from somewhere else) into your business’s interior design, it should be quite simple. You can contact an art consultant, or you can contact local art dealers or galleries to assist in acquiring artwork. If you are certain of what you are looking for, you may want to contact an artist directly; you may save yourself some time and money in the process. If you like a particular artist, search for the artist on the Internet.

There you can view artwork, possibly make a decision, and get contact information.

Susie McKinley is the Editor of FR&L Magazine.

Sweet Water #6 Acrylic on Canvas, 60X48

By Gustavo Castillo

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