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F lo r i da R estaura n t & Lo d g i n g A s so ci at i o n
F rom t h e c e o
Chairman
Andrew Reiss
Andrew’s Downtown, Tallahassee Chairman-Elect
Jim McManemon, Jr. The Ritz-Carlton, Amelia Island Secretary-Treasurer
Matt Halme
Outback Steakhouse Inc., Tampa
Dave Hadelman Twin Peaks, Orlando
Greg Nicklaus Sirata Beach Resort, St. Petersburg
Kevin Speidel
Hilton, Fort Lauderdale Immediate Past Chair
Bruce Craul
Legendary Inc. & Hospitality Inc., Destin 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 Published By
DestinCom 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 changes may be sent to: FRLA, PO Box 1779, Tallahassee, FL 32302 or via email to susana@frla.org. Subscription address changes (digiw Mail, w w.Res ra at n twww.RestaurantAndLodging.com, A nd Lodgi ng.com tal or US can bet au made and click the Manage Subscription tab.
Countless Opportunities to Have Your Voice Heard
I
By Carol B. Dover t’s a brand new year full of new possibilities - and with the New Year comes a new legislative session. We continue to work diligently to bring more visitors to the Sunshine State in order to bolster our industry and continue to fuel the economic engine that is the hospitality industry. Even as Florida’s largest employer, there remains the possibility of new laws and government regulations that could serve as a hindrance to the growth of our industry. I have mentioned Florida Tourism Day in past articles, but I again wanted to remind you how critical it is to remain involved in the legislative process. FRLA Carol B. Dover members have an incredible opportunity to meet face to face with state legislators and let them know what is important to you and the future success of your business. Last year, meetings with State Senator Bill Montford (D-Tallahassee) resulted in him changing his position on the School Start Date issue and in turn, he removed the bill he was serving as the prime sponsor. Never underestimate the power you have to influence the future of Florida. Even if you are not able to join us for Florida Tourism Day, there will be countless opportunities for you to get involved and make your voice heard. We will be tackling a multitude of issues this legislative session and we will need your help! It is imperative that you write to your local senator or representative and encourage them to vote for laws that are pro-business and promote tourism. You can follow our progress and stay involved by subscribing online to the FRLA’s Hospitality Hotline. To subscribe, simply visit FRLA.org and click on the Hospitality Hotline icon at the bottom left side of the Mark your calendars! screen. South Walton Beaches As you may know, 2013 marks the 500 year anniWine & Food Festival takes versary of Ponce De Leon’s discovery of Florida. This place April 25–28, 2013. is a perfect opportunity to promote your area and your business by getting involved in the VIVA Florida For more information or to purchase tickets, please celebrations. VIVA Florida is all about recognizing the develop- visit www.SoWalWine.com. ment of our great state over the course of five centuries. What makes your city or town special? What can new “explorers” find when they visit? We know there are hidden gems just waiting to be unearthed! Go to www.VIVAFlorida.org for more information. Tell your story and welcome the VIVA Florida residents and tourists! Carol Dover is President and CEO of the Florida Restaurant and Lodging Association.
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lodging
CONTENTS
FEBRUARY/MARCH 2013 • WWW.RESTAURANTANDLODGING.COM
15 Fontaineblueau Resort
The epicenter of glamour since it opened – and host to celebrities and entertainers for over 50 years - the Fontainebleau is still hotter than ever. And the resort is FRLA’s 2013 Hotelier of the Year and Hall of Fame award winner.
Secrets of Success
22 The Ritz-Carlton, Amelia Island
The Ritz-Carlton, Amelia Island, was recently awarded two AAA Five Diamond designations, the travel authority’s highest rating. And Salt, the resort’s fine dining restaurant, was honored for world-class service and imaginative menus. Learn their secrets of success in this interview with GM James E. McManemon.
Departments
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3 5 7 8 8 10 11 12 13 18 21
From the CEO Countless Opportunities to Have Your Voice Heard CEO Forecast Marc Bauer, CEO, Hotel Duval, Tallahassee VISIT FLORIDA Committee Applications Now Available VIVA Florida Track the Progress of Florida’s History Over the Last 500 Years Updates and INNovations Unemployment Rate Drop Largest in 20 Years Hospitality The Future of Social Hospitality by Drew McCleod Law & Regs Changes to Public Lodging Regulations Cool Web Pages VISITFLORIDA.com Oil Spill BP Claims Reminder; FRLA Webinar Announcement Health Care Time to Get Ready for the Health Care Law FRLA Educational Foundation Annual Florida LMP Competition Winners
F lo r i da R estaura n t & Lo d g i n g A s so ci at i o n
F L or I Da r e s taU r a N t & L oD GI NG a s so c I at IoN
forecast Marc Bauer CEO, Hotel Duval Tallahassee, FL
B
ringing more than 26 years of valuable experience in the hospitality industry, Marc Bauer, general manager of Hotel Duval has guided the landmark property through a $16 million renovation, repositioning, rebranding and reopening. His unique, approachable management style and deep-seeded passion for personalized service has resulted in unparalleled success for the property. Bauer has taken pride in providing an exceptional guest experience while also directing impressive growth at each of the properties in his portfolio, which have included extensive experience in upscale boutique hotels and resorts throughout the country. In addition to Hotel Duval, Bauer’s background includes Grand Bohemian Hotel asheville, Casa Monica Hotel, Blue Moon Hotel and Winter Haven; all distinguished autograph Collection properties. What do you think will be the biggest industry trend in the first half of 2013? It’s really hard to pinpoint what will be the biggest trend but it is undeniable that technology and online media continue to advance at a rapid rate and with that consumers want better access to product offerings in real time. at Hunter & Harp Hospitality, in order to stay ahead of that curve we are placing a great deal of emphasis on both the technology side and non-traditional forms of marketing like content marketing and enhanced social media. as our portfolio grows, we also continue to expand the resources and bandwidth of our Social Media Marketing department. Whether hotel, restaurant or bar, reservations have shifted almost
Marc Bauer
exclusively from traditional channels to online/mobile and therefore we are in constant evolution with our website and mobile apps. No longer can you design a website or app and simply leave it alone. you have to massage the content regularly. We are also incorporating unrehearsed video content to help improve our search engine optimization. In addition, with the advent of photo-sharing we are able to capture consumer photos of our greatest assets to share on our own digital channels thereby leveraging the voice of the consumer. responding to the demands of our guest constituency relative to how and in what manner they want content delivered will be a major focus in 2013.
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PAY LESS for GAS
CEO For e c a s t
What issue would you most like to see positively addressed by Florida’s Legislature? I would love to see the Legislature revisit and amend the Gift Ban Law. I truly feel it has been the law of unintended consequences. It’s ludicrous to think that 527s can accept sizeable contribution checks yet Legislators can’t even accept a dinner from a special interest group. I know people outside of Tallahassee view this as a Tallahassee issue but it really is much larger than that. True, it has a negative impact on the local economy but I think the further reaching impact is the effect the ban has had on relationship-building which is so critical in the legislative process. Let’s face it, the gift ban law is like “trying to kill a water buffalo with a pea shooter.” If ethics were truly the driving force of the original legislation, then it has failed miserably based on the amount of special interest money still changing hands. It’s time to revisit.
What is the single greatest factor in the success of your business? Our people. Together, we have built a culture that is larger than any one person. At all of our Hunter & Harp Hospitality venues, we have a chemistry that is fueled by a passion to serve and a feeling of being a part of something really incredible. We built that culture through some nontraditional methods. In many cases, we took hospitable individuals with very little experience in the industry and imparted hospitality. We literally molded the talent and created a cohesive service environment that really is family. In return, we have a few hundred associate advocates of Hunter & Harp Hospitality that “talk up” their experience which makes our job of recruiting and retention that much easier. I love our people.
How has participation in FRLA positively affected your business? I have long been an FRLA member so I have always seen the value for my business. However, operating a member business here in Tallahassee has truly been an “eye opener” relative to the hard work and advocacy of the people at the main office. When you are a member 6 F EB RUA RY/ M A RCH
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Event Calendar 2012-2013
For more information: www.frla.org/events
n FRLA Legislative Days March 13, 2013 FRLA Headquarters – Tallahassee n FRLA Summer Board Meeting June 10-12, 2013 – Boca Raton Beach Club n FRLA Wild & Crazy Fishing Tournament June 13, 2013 – – Boca Raton n FRLA Operations Summit July 2013 – Tampa Bay n NRA/FRLA Bob Leonard Golf Classic September 25, 2013 ChampionsGate – Orlando n FRLA Trade Show September 22-24, 2013 Orange County Convention Center – Orlando n FRLA Fall Board Meeting Tentative: September 22-24, 2013 Orange County Convention Center - Orlando n FRLA Big Party September 23, 2013 BB King’s Blues Club – Pointe Orlando
downstate, I think some of what goes on in Tallahassee on behalf of your business may be lost. They are working their tails off. Add to that, the savings on products from partner suppliers, educational efforts, networking opportunities and the staff resources available all have a positive impact to my bottom line.
How has your business strategy changed over the last few years? The business strategy has evolved every year as we have a better understanding of our guests and the various markets we serve yet there is one common element that always remains regardless of any change in strategy; relationship-building. If you don’t place a premium on the importance of relationship-building to the success of your business then I truly feel your business will likely fail. We strongly encourage our staff to participate in either social, civic, fraternal or church activities outside of our outlets to both strengthen them as individuals and to build relationships. Hunter & Harp has embraced the community and the community has embraced us in return. Our businesses would likely not have succeeded in the recent difficult economic times were it not for the strong internal and external relationships we have built. F lo r i da R estaura n t & Lo d g i n g A s so ci at i o n
V I SI T F L OR I DA
VISIT FLORIDA Committee Applications Now Available As an industry-driven organization, VISIT FLORIDA’s greatest asset is the input and guidance from members of the Florida tourism industry. Since its founding in 1996, VISIT FLORIDA’s marketing efforts have been strengthened by the direct involvement of volunteer leaders representing our industry. Marketing the Sunshine State to the world has transformed in the last several years and is expected to evolve exponentially in the years to come. VISIT FLORIDA is on the cutting-edge of creating marketing programs and opportunities that provide value for hospitality industry partners, but they can’t continue to do so without your strategic direction. VISIT FLORIDA is inviting you to engage in the process by joining your peers in service on one of their eight committees. Committee appointments are made annually by the incoming Chairman of the Board and run from July 1 through June 30 in conjunction with VF’s fiscal year. The VISIT FLORIDA committee service application is now available. Simply submit your completed form and a brief bio by email to beccav@VISIT FLORIDA.org or by fax to 850-2016900. The deadline is April 12,2013. For more information on committees and how you can get more involved, go to VISITFLORIDA.org or call 850-205-3854.
Seccombe Named Visit Florida CEO Will Seccombe, former chief marketing officer at Visit Florida, the state’s tourism marketing program has been named President and CEO. He replaced Chris Thompson, who left Visit Florida to work with Brand USA in 2012. Prior to joining Visit Florida, Seccombe worked in Colorado tourism for 19 years.
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Florida Roadways Remain Open to Visitors Agency reassures visitors driving in Florida is business as usual Whether flying or driving to Florida, visitors can be assured the Sunshine State is doing business as usual. Florida’s Department of Highway Safety and Motor Vehicles released a statement to media around the world earlier this month stating that the Florida Highway Patrol will defer enforcement of a law that requires visitors from outside the United States to have an International Driving Permit to drive lawfully in Florida. The statement explained that the law may potentially conflict with an international treaty. The Department understands the concerns of the international community and is working with its partners to ensure that visitors are not inconvenienced. Visit Florida, AAA, Canada Automobile Association and law enforcement agencies around the state are helping DHSMV get the message out that Florida’s doors and roadways are open as usual to all visitors. The Department will be working with the Florida Legislature in the coming months to ensure that the law reflects Florida’s rich history of welcoming friends from around the world to the Sunshine State.
Mov e r s a nd S h a k e r s
Paul Phipps Named Visit Florida Chief Marketing Officer
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ISIT FLORIDA has hired Paul Phipps as new Chief Marketing Officer. Paul has 37 years of experience in sales, marketing, promotions and management having served in such high-profile positions as General Manager for Seminole IMG Sports Marketing/Assistant Athletic Director Florida State University, Chief Marketing Officer for International Speedway Corporation and Executive Vice President for Major League Soccer. VISIT FLORIDA’s Chief Marketing Officer is responsible for directing the development and implementation of the organization’s strategic marketing plan, as well as its programs in support of industry Partners and the Florida tourism brand. As a key member of the executive leadership team, Phipps will oversee all global marketing functions, including public relations, promotions, creative services, advertising, internet and direct marketing, research, content, meetings and events, industry relations and sales.
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U PDATES & I N NOVAT IONS
Florida’s Unemployment Rate Drop Among Largest in 20 Years
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overnor Rick Scott announced in late December 2012, that Florida’s seasonally adjusted unemployment rate dropped to 8.1 percent for the month of November – down 0.4 percentage points from last month and the lowest since November 2008. This was the largest drop in the rate over the month since October 1992, and was the second time it occurred this year. The November 2012 rate was 2.0 percentage points lower than the year-ago rate of 10.1 percent. Private-sector job growth over the month jumped to more than 24,000. Since December 2010, the state’s unemployment rate has dropped 3.0 percentage points and 202,500 private sector jobs have been created. “Florida’s economy continues to improve as evidenced by the more than 24,000 Floridians that filled private-sector jobs created in November, for one of the largest over the month rate declines in more than 20 years. We’re now over 200,000 private-sector jobs created in the two years since I took office with the largest drop in unemployment in the country. More people are moving here, more businesses are expanding, our home prices are recovering and more people are pursuing the careers of their dreams. We have more work to
do, but Florida is clearly on the right track for greater job creation.”
More Jobs Being Created
• Florida job postings increased sharply in November 2012 compared to the previous November by 29,522 (an increase of 12.4 percent), for a total of 267,310 openings (seasonally-adjusted) according to the Help Wanted OnLine data series from the Conference Board. • Florida has experienced positive annual job growth now for 28 consecutive months. • Florida’s job growth month-to-month has been positive for 14 of the last 17 months. • Florida is expected to create more than 900,000 new jobs by 2018, according to the Florida Economic Estimating Conference. • The number of available online job openings in STEM-related (sciences, technology, engineering, and math) fields in Florida have sharply increased since last year, up 13.9 percent, for a total of 65,825 postings in November 2012.
Unemployment Continues to Decline
• Florida’s unemployment rate has now declined year over year for 24 consecutive months. • Initial claims for Reemployment Assistance benefits were down by 7.6 percent from one year ago while continued claims were down from an average of 553,000 in December 2010 to 279,164 for the week ending December 15, a 50 percent decrease.
Home Sales Robust
• Florida housing starts were up over the year in November (the most recent month available) by 60.2 percent and median home prices were up 11.2 percent over the year. • Home sales remain robust as the backlog of existing homes on the market is down by 41 percent from November 2011 (Florida Realtors).
Economic Growth Trends Up Across State
• A U.S. Census Survey reported that Florida experienced an influx of people moving into the state, with two of the top ten single destination moves, New-York-to-Florida (+59,288) and Georgia-to-Florida migrations (+38,658). Florida also led the nation in migrations from Puerto Rico with a net total of almost 15,000. • Florida is running a trade surplus of over $24 billion – with $86.8 billion in exports and $62.4 billion in imports in 2011, up from $73.1 billion in exports in 2010 and $53.2 billion in imports in 2010.
Consumer Confidence High
• Consumer confidence in Florida is near a five-year high, according to the University of Florida’s Consumer Confidence Index.
Workforce Boards Assisting in Employment
• In November, the state’s 24 Regional Workforce Boards reported 46,000 Floridians placed in jobs. • An individual who receives employment and training assistance through a One-Stop Career Center and finds a job within 180 days is deemed a placement and may be reported by a regional workforce board. Of these individuals 14,211 previously received Reemployment Assistance. Since January, more than 383,000 Floridians were placed in jobs, with nearly 98,000 former claimants finding employment.
SPANISH FLORIDA TIMELINE
Part II of a Series tracking the progress of Florida’s history over the last 500 years. Courtesy of FORUM, the statewide magazine of the Florida Humanities Council, www.FloridaHumanities.org.
1559 Don Tristán de Luna sets up a settlement that lasts two years at the site of present-day Pensacola 1564 French settlers build Fort Carolin
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U PDATES & I N NOVAT IONS
Happy 117th Birthday to The Breakers Happy 117th Birthday to The Breakers Resort. The legendary resort is celebrating its 117th birthday this year. To honor the occasion, The Breakers is offering some celebratory activities and events along with special menu items and festive cocktails. Long live The Breakers!
FRLA Receives Honorable Mention for 2012 PSA FRLA was one of six states recognized by the American Hotel & Lodging Educational Institute for excellence in sales for AHLEI products in 2012. FRLA was in company with PSAs from South Carolina, Michigan, North Carolina, Oklahoma and West Virginia.
Florida Pubic Lodging Units (FY 2011-2012)
Correction
Please note a photo in the Emeril’s Tailgate pictorial of the Dec/Jan 2013 edition was inaccurately captioned as Chef Emeril, Bruce Craul and Carol Dover. The beautiful woman in the photograph was Debbie Craul and not Carol Dover.
ne at the mouth of the St. Johns River. 1565 Pedro Menéndez de Aviles destroys the French colony and founds St. Augustine, which becomes FIRST...
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HOSPI TA L I T Y
THE FUTURE OF
Social Hospitality
By DREW McCLEOD
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ive years ago, many dismissed Social Media as a fad. Just another passing fancy bound to burst on the Internet Bubble. Not so much. In fact, Social Media is the “new” word of mouth and therefore should be taken seriously. The problem has really become “how does one corral so much information and take advantage of it as a traffic-driving tool?” For most, it’s become a source of major frustration, and although the perception is that Social Media is FREE, operators have come to realize an oft-quoted truism....‘ain’t nothing really FREE’! The decision to embrace Social Media as a viable and profitable approach to a marketing strategy is no longer really an option, but a necessity. Deciding whether to handle this internally or externally becomes the first step in moving forward in a very fast-paced mobile environment. There are many tools out there to help the industry manage social content, but which to choose, and how much time and money to allocate to this strategy becomes the question. Half the problem stems from operators (any
retailer for that matter) believing that if they can just understand social media like the consumers do, they can “talk” to them on their level. The truth is Web 3.0 (Semantic Web for the sophisticated) is more about listening than speaking. (Remember the adage that because you have two ears and one mouth, you should listen twice as much as talk?). It’s true. Understanding ‘what’ consumers are saying can position to know ‘how’ and ‘when’ to say something “RELEVANT” to them. Blabbing on and on about Today’s Special’ gets you nowhere. Dining out is about the experience! More people today make decisions about dining out based on how they feel, not necessarily what they’re in the mood to eat. People I know love Chipotle’s, not because it’s the best burrito they’ve ever had, but because Chipotle has drawn a line in the sand when it comes to sourcing their ingredients. Outback’s great. It seems I can always trust what I get to be consistently good, but I have friends who insist it’s the service. They treat people with respect and work hard to provide excellent hospitality. No, I didn’t say service, I said hospitality!
Sometimes, I believe operators have forgotten the difference between the two. Anyone can serve food and drink, but not everyone is genuinely hospitable. It’s why the Ritz-Carlton consistently exceeds people’s expectations as a lodging destination. They know hospitality and the sooner our industry embraces the core of our market value, the sooner they’ll see prosperity. Now, what does this have to do with Social Media? Everything! Social Media content management shouldn’t be handed off to the 19 year college co-ed, who has more ‘friends’ on Facebook, pins the most on Pinterest, has more ‘check-ins’ on Foursquare or “tweets’ the most on Twitter. It should be handled by the Brand Maker! Who is that in your organization? The owner? Marketing Director? A media agency? If you treat your Social Media strategy like a doormat, expect bad results. If you want to better connect with the new mobile consumer and bring relevance to your brand you don’t need a crystal ball, either get busy or get help! Drew D. McCleod, FMP is Co-Founder/President of Kind Intelligence, Inc. – www.menulus.com.
SPANISH FLORIDA TIMELINE
Part II of a Series tracking the progress of Florida’s history over the last 500 years. Courtesy of FORUM, the statewide magazine of the Florida Humanities Council, www.FloridaHumanities.org.
permanent European settlement in the continental U.S. Menéndez pledges to bring Christianity to Florida Indians 1650 Nearly 30,000 Indians l
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L AW S & RE G S
Changes to Public Lodging Regulations By ANN JOHNSON
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s of January 1, 2013, the Division of Hotels and Restaurants began using the 2009 Food and Drug Administration (FDA) Food Code in all public food service and lodging establishments licensed by the division. While lodgings will not be impacted significantly, - the division believes the changes that have been enacted will not only improve the inspection process but will also allow operators to better serve their customers. The most significant change that operators will notice is the newly designed three-tiered violation classification system that has replaced the previous “Critical” or “Non-Critical” designations. The new system uses the terms “High Priority,” “Intermediate” and “Basic” to identify violations as well as continuing the use of the term “Reporting.” “Reporting” is used to identify fire safety violations that are documented for “reporting purposes only.” These violations are reported to the fire authority as required. These new terms better define the importance of each violation for both operators and consumers, making the entire inspection process easier to understand and more focused on which items are the most important to correct quickly. When an item is identified as “High priority,” it signifies that the violation, if left uncorrected, could directly threaten the health, safety or welfare of the public. High priority items include vermin control, ice protection, storage of combustible materials, balcony rail-
ing safety, hearing impaired smoke detectors, unethical business practices, licensing and sewage disposal. An item identified as “Intermediate” is also important because it can negatively affect high priority requirements if left uncorrected. For instance, not having a hand wash sink in an area where ice is being scooped is an intermediate problem because it can quickly lead to an employee not washing their hands – which is a high priority issue. Other examples of intermediate items include water filters that are not changed as recommended, unlabeled spray bottles containing toxic substances, and unclean tableware and utensils. “Basic” items are those which need to be in place for an establishment’s sanitation program to be sound. Examples of basic items include proper lighting, clean and maintained bedding, maintained plumbing fixtures, lighting, bathroom supplies and clean and maintained appliances. For a more extensive list of lodging violation items and their classification, you can visit http://www.myfloridalicense.com/dbpr/ documents/lodgingviolations2009fc.pdf. The division will work with operators over the next inspection period to educate them about the new process. New technology will also improve the process, allowing inspectors to access online resources during on-site inspections to make those resources directly available to the operators. Other new or recent changes to lodging regulations include a limitation on the division’s scope of authority related to household fur-
nishings, room rates, carbon monoxide sensor devices and telephone operator access; a change in the term used for resort condominiums and resort dwellings; licensing exclusions for two specific types of lodging establishments; and deregulation of rooming houses. Due to a rule review, the division will now focus only on the maintenance and repair of household furnishings that are affixed to the building (e.g., light fixtures, cabinets, etc.). Operators should continue to provide clean, well-maintained dressers, chairs, lamps, etc., on their own accord. Room rate schedules are no longer required to be filed with the division or posted in guest rooms. Although the carbon monoxide sensor device requirements for boiler rooms remain in the division’s statute, the responsibility for enforcement lies with the State Fire Marshal – not the division. Division inspectors are not fire inspectors and do not possess the expertise required to document observations or violations related to carbon monoxide sensor devices. In conjunction with the Public Service Commission’s deregulation of posting telephone operator service information and blocking telephone operator access, the division no longer regulates these items. The posting of telephone surcharge information remains in effect. Establishments formerly licensed as “resort condominiums” and “resort dwellings” are now referred to as “Vacation Rental Condominiums” and “Vacation Rental
live at 41 Spanish mission towns in Florida 1670 England establishes the colony of Charles Town in Carolina 1672 St. Augustine begins building
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Dwellings.” With this change came the addition of a Vacation Rental member from the Florida Vacation Rental Manager’s Association to the Division’s Advisory Council. Lodging establishments operated by a nonprofit organization to provide housing for patients, patient’s families and caregivers only (not the general public), such as the Ronald McDonald House, are no longer licensed by the division. Apartment buildings designated as housing for persons at least 62 years of age and inspected by HUD are no longer licensed by the division. This exclusion pertains to individual buildings, not necessarily whole establishments. Therefore, it is possible that the division would continue to license and regulate some buildings belonging to the establishment while HUD inspected other buildings. If you feel your apartment building meets the requirements for the exclusion, complete DBPR HR-7032, Attestation for Exclusion from Public Lodging Establishment License, and mail the completed form to the address indicated on the form. Rooming houses are no longer regulated by the division, although local authorities may continue to regulate these establishments. The division’s automated licensing system voided all rooming house licenses when this change became effective. You may also notice that your inspector has a new inspection tool – an iPad. The division began rolling these out in November 2012 in a continuing effort to streamline the inspection process and better serve the industry. The iPad is state of the art equipment that allows inspectors to have access to a licensee’s information, and division forms and publications as well as enabling instantaneous uploading of inspections to the division’s database. Inspectors can also send and receive e-mails with their iPads which further enhances communication. If you have any questions, please call our Customer Contact Center at 850.487.1395 or visit your local District Office. If you are unsure of where to find your local district office, you may search: http://www.myfloridalicense.com/dbpr/hr/ contact.html. The division is committed to providing the best service possible to our licensees and the general public. Protecting the health and safety of the public is everyone’s “business.” Ann Johnson, Lydia Gonzalez, and Cindy Ross are with the Florida Department of Business and Professional Regulation, Division of Hotels and Restaurants.
Cool Web Pages www.VISITFLORIDA.com Early 2013 announced the arrival of the renovated website for two of our favorites -- the NRA’s www.restaurant .org and VISIT FLORIDA’S www.visitflorida.com. Be sure to check them out! They are user-friendly and ready-to-go!
a stone fortress, the Castillo de San Marcos 1693 Spanish territories offer religious sanctuary to slaves fleeing Protestant colonies.
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OI L SPI L L
BP Claims Reminder FRLA members in the Florida Panhandle are encouraged to review BP’s new claims programs. Under the Court Supervised Settlement Program (CSSP), businesses throughout the U.S.Gulf Coast that have not yet filed claims should do so and businesses that were denied claims should re-file.
Deadline to file a claim: April 22, 2014
Criteria which must be met:
Florida TaxWatch Report Shows Substantial Economic Benefit in Expanding Tourism* By Will Seccombe
R
esults from Investing in Tourism: The Economic Impact of Expanding Florida Tourism, a Florida TaxWatch study recently released, indicates that the Florida tourism industry reaching the milestone of 100 million annual visitors would create 121,298 jobs, and increase overall personal income for Floridians by $5.3 billion. “This analysis and economic modeling presented in this report show the importance of tourism to Florida’s economy,” said Dominic M. Calabro, President & CEO of Florida TaxWatch, the statewide, independent, nonpartisan, nonprofit taxpayer research institution. “Florida welcomed more than 87 million tourists last year, which makes 100 million a reasonable, achievable goal. Increasing investments in this key sector, using Florida’s current infrastructure, would put Floridians to work now, and expand tax revenue for cities, counties, and the state.”
Results from a dynamic econometric model indicate that reaching the milestone of 100 million annual visitors would create 121,298 jobs, of which 114,318 would be private nonfarm jobs. Direct tourism jobs make up 50.7 percent of the total, with indirect and induced jobs accounting for the other 49.3 percent. The estimated average salary of these newly-created jobs is $43,751.75. Personal income for Floridians would increase by $5.3 billion. “One major benefit of investing in this economic sector is that it will help diversify Florida’s portfolio,” said Jerry D. Parrish, Florida TaxWatch Chief Economist, Executive Director of the Florida TaxWatch Center for Competitive Florida, and lead researcher on the report. “This diversification away from the Florida business cycle helps stabilize Florida’s overall economy.” Will Seccombe is President and CEO of VISIT FLORIDA. Source: Sunshine Matters, the official corporate blog for VISIT FLORIDA
1. The business must be located in one of the zones identified in the settlement agreement. 2. The business can’t be one of the excluded industries. 3. The gross revenue of the business must pass the financial test. For a business in Zone D (Leon County) revenue must: show a decrease of 15 percent in any 3 consecutive month period from May to December 2010 compared to the same months in 2009, the average of 2008 and 2009, or the average of 2007, 2008 and 2009,and show an increase of 10 percent in the same months in 2011.
March 18 FRLA Webinar to Focus on BP Claims What is the Deepwater Horizon Settlement Program and … Am I Eligible?
On December 21, 2012, the federal court overseeing the litigation from the April 2010 Deepwater Horizon Oil Spill granted final approval to a class settlement extending economic damages to businesses as a result of the oil spill. The total package is valued at $7.8 billion, but there is no cap on the amount that may be paid. For more information or to join the webinar, please visit www.frla.org/webinars.
Cate New FRLA Press Secretary The FRLA has recently named Elizabeth Cate as the Association’s new press secretary. Ms. Cate comes to FRLA from Jacksonville, Florida, where she was a reporter for WJXT-TV. Prior to that position, she reported in Panama City for WMBB-TV, covering the BP oil spill, among other news. Elizabeth is a University of Florida graduate. To contact Elizabeth, email Ecate@FRLA. org and (850) 224-2250, x255.
Elizabeth Cate
SPANISH FLORIDA TIMELINE
Part II of a Series tracking the progress of Florida’s history over the last 500 years. Courtesy of FORUM, the statewide magazine of the Florida Humanities Council, www.FloridaHumanities.org.
. This enrages English colonists, whose slaves are escaping to Florida 1698 The Spanish establish Pensacola as settlement and outpost
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G o Gr e e N ho t e L s
Tips for Your Green Team
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hese days there are many opportunities to be earthfriendly while managing a hotel, motel or resort property. Staff training and awareness about all things “green” is a great beginning. The following tips might help you get started: • Create a ‘green team’ at your hotel with the goal of continual improvement and scheduled re-evaluation and reporting. • apply for a green hotel certification (see also green building programs by country). • Connect with other hotels and organizations to share best practices. • Create an incentive program to encourage your staff to participate in and improve upon environmentally-friendly practices. • educate staff to: • Turn off lights
CuCumber
• reduce heating/air conditioning in unoccupied rooms or employee-only areas • Close/open drapes to reduce the need for heating/air conditioning • Continually check for and respond to leaking faucets and toilets • Continually check for and power down unused hotel equipment (i.e., kitchen exhaust fans) that have been left running • encourage employees to report opportunities to reduce resource consumption Information provided by globalstewards.org. To find out more about Conserve and how it can benefit your operation, go to conserve.restaurant.
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Allergy Technologies LLC | 866.978.6288
www.allergytechnologies.com 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
2013 HOTELIER of the Year / HALL OF FAME AWARD
Fontainebleau Resort
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lorida Restaurant and Lodging Association presented its 2013 Hotelier Hall of Fame Award to the Fontainebleau Resort during FRLA’s Winter Board Meeting in Miami Beach, Florida. Mary Barrett, Vice President of Operations, Rooms Division, received the award on behalf of the legendary property. For more than half a century, The Fontainebleau Resort has been one of the most elegant resort destinations in the world. Opened in 1954, the “gently curving façade” of the building designed by Morris Lapidus is known the world-over as a landmark. In fact, for “…nearly 25 years, the hotel was so wellknown that no sign was necessary to identify it.”
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The Fontainebleau has been the epicenter of glamour since opening and has attracted celebrities and has been the venue of choice for entertainers since that time. Elvis Presley, Bob Hope, Lucille Ball, Judy Garland, Jerry Lewis, Sean Connery, Lady Gaga, Katy Perry, and even, Drake, have filmed movies, entertained crowds, or have chosen to stay at The Fountainbleau. The hotel, itself, is almost a character in the James Bond film, Goldfinger. As the largest resort on the Eastern seaboard, the Fontainebleau is located on 20 acres of Atlantic Oceanfront off of Collins Avenue. The Resort was closed in 2005 to complete a 2 ½ year, billion dollar renovation. The main lobby of the Fontainebleau is 17,000 square feet. The Resort now has 1,504 rooms and suites with rooms in the two original
Mary Barnett, vice president of operations, accepted the award on behalf of the resort.
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Frank Sinatra and Jill St. John in Tony Rome (1967).
towers and two new towers located on the property. The Resort is home to 12 restaurants and bars, two nightclubs, a spa, conference and banquet facilities, children’s activities, beach and water sports, retail outlets, and a fantastic “poolscape”. The Fontainebleau has 300,000 visitors per year, and 2,400 team members maintain the operation The Fontainebleau Resort has been known since opening in the middle of the last century as one of the most luxurious in the world. The building of this property by its visionary founders helped to establish Florida as a vacation destination not to be missed. The Fontainebleau was named to the United States National Register of Historic Places in 2009. To view the Hotelier of the Year awards ceremony, visit FRLA’s YouTube page at http://www.youtube.com/user/FRLAnews.
Jerry Lewis in The Bellboy (1960) Gotham Steak’s main dining room.
Sean Connery as James Bond in Goldfinger (1964) 16 F EB RUA RY/ M A RCH
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Al Pacino in Scarface (1983) F lo r i da R estaura n t & Lo d g i n g A s so ci at i o n
LIV is the center of Miami Beach nightlife.
Hakkasan.
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Historic Stairway to Nowhere.
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HEA LTH CARE
Time to Get Ready for Health Care Law
Get Organized Do Your Homework
B
Additional Time Granted For Health Care Reform Notification A provision under the Affordable Care Act (ACA) mandating a March 1 deadline for employers to notify employees about details of upcoming health care exchanges has been delayed until late Summer/early Fall. The mandate requires written notification regarding the coverage options available through exchanges. No new notification deadline has been set. For further information on ACA, visit AH&LA’s webpage.
By Kimberlee Vandervoorn
Kimberlee Vandervoorn is Senior Director, Strategic Growth Initiatives, United Health Group, and is FRLA’s liasion with UnitedHealth Care.
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ig health care changes are headed your way soon – which means employers need to get familiar with the fine print of the 2010 health care law now.The biggest changes hit businesses in 2014, when the law’s employer mandate requires employers of 50 or more full-time-equivalent employees to either offer qualifying health plans to full-time employees and their dependents or face penalties for failing to offer a plan or failing to offer a plan that meets certain affordability and value standards. Some changes are already underway. A mandate due to take effect in March requiring employers to give employees notice about new government “Health Insurance Marketplaces” that are supposed to begin signing people up for 2014 health coverage starting this October has just been postponed until later in 2013. The law is complex. Each regulatory proposal to implement the law adds complexity – and, in some cases, greater flexibility for employers. Although some regulations are missing and most are not finalized, employers can use the proposed regulations in place now to plan for 2014. Some large employers may find that the law is more workable than they anticipated. Others may find the law imposes costs and administrative burdens that could make it easier for a business to opt for paying penalties instead of offering health coverage. Either way, getting ready takes a lot of advance planning – including time with tax advisors, insurance brokers, payroll providers and key staff -- to understand the impact of the law and think through your options for implementing it in your business. The National Restaurant Association (NRA) has been working since the law was enacted to highlight the restaurant industry’s compliance challenges, and will keep pressing regulatory agencies for answers and maximum flexibility as the rules are written. The NRA will also continue to urge Congress and the White House to address
the provisions that have the greatest impact on employers’ ability to create jobs.
New regulations released The Internal Revenue Service issued a massive proposed regulation in late 2012 to explain what employers need to do to comply with the employer mandate starting in 2014. The proposal covers critical parts of the law for employers:
n Calculating whether you meet the 50-full-timeequivalent threshold: Employers will be required to look at employment levels for the previous calendar year to evaluate whether they’re covered by the employer mandate in the following calendar year. The calculation involves counting full-time employees per month; coming up with a full-time-equivalent number for the hours worked by part-time employees; and getting a 12-month average. The IRS regulation explains the calculation in detail. To determine who’s covered by the employer mandate in 2014, the agency will let employers look at six consecutive months of employment in 2013, rather than a full year. n Definition of full-time: To avoid penalties, starting in 2014 large employers will be required to offer affordable health plans to full-time employees and their dependents. The IRS defines “full time” as a person who averages 30 “hours of service” per week in a given month, or at least 130 hours of service in a calendar month. That includes both hours worked and hours for which payment is due, such as vacation, sick leave, jury duty and other time. The IRS will let employers use lookback periods of three to 12 months to measure whether existing employees whose hours vary or are seasonal employees worked full-time hours; if they are, employers are then obligated to treat them as full-time for purposes of offering health benefits for a subsequent corresponding “stability” period of not less than six months. The IRS offers similar measurement F lo r i da R estaura n t & Lo d g i n g A s so ci at i o n
periods to help employers gauge the full-time status of new variable-hour or seasonal employees. n Penalties: Large employers covered by the law’s employer mandate face two possible types of penalties starting in 2014. If an employer fails to offer coverage and any fulltime employee uses a tax credit to buy coverage on an exchange, the employer will be liable for a “4980H(a)” penalty of $2,000 for each full-time employee, minus the first 30 full-time employees. If an employer offers coverage but it’s not affordable, the employer owes a “4980H(b)” penalty of $3,000 for each full-time employee certified by an exchange as eligible for a premium tax credit to help them purchase insurance through the exchange. n Affordability of premiums: Large employers can face penalties if full-time employees use a tax credit to buy health insurance on an exchange because workplace coverage is not affordable. The employer’s plan is considered unaffordable if the employee is required to pay more than 9.5 percent of his or her household income for individual coverage – or, alternatively, 9.5 percent of W-2 wages (Box 1 of the W-2, including tip income), or several other options. The IRS regulations explain the affordability test in detail and provide three “safe harbor” methods to test affordability. Visit Restaurant.org/Healthcare for ongoing information as federal agencies, Congress and states take further steps on health care.
Top 6 Steps
You Should Take Now
1 2
Consult your tax advisor. Many employers with more than one business entity don’t realize that they might need to consider their employees as one group. If you’re part of a business with multiple entities, ask your tax attorney or accountant whether you need to combine all employees to figure out whether you’re covered by the employer mandate. Know your workforce. How many full-time employees do you have (defined as those averaging 30 or more hours a week per month, or 130 hours in a calendar month)? What are the hours worked by part-time and seasonal employees? How many of your employees could trigger an employer penalty? The answers to these questions will help you better understand the potential impact of the law on your business – both in calculating whether you hit the 50-FTE threshold, and if so, which employees you’ll need to offer coverage to.
3 4
Consult your insurance broker. Consider whether you should make any changes to your current health plan(s). Your broker will be able to help you determine more options for 2014 as regulatory agencies release more rules.
Learn what the law will require of employees. The law requires almost all Americans to obtain insurance starting in 2014. Tax penalties for individuals who fail to obtain coverage for 2014 start at $95 a year, or 1 percent of a person’s taxable income, whichever is greater. Employees with incomes between 100 percent and 400 percent of the federal poverty level may qualify for premium tax credits or cost-sharing reductions to buy coverage through a “Health Insurance Marketplace” in their states. If a full-time employee qualifies for premium tax credits to buy a plan through a government marketplace because they can’t get affordable coverage at work, a large employer faces potential penalties. Employers have a stake in ensuring premiums for employees are affordable.
5
Develop a strategy to talk about the health care law with employees. The law requires most employers to provide basic information for employers about how to access the new Health Insurance Marketplaces, who qualifies for tax subsidies to help them buy insurance, and more. Your employees might also look to you for answers to their questions about the health care law in general. It is wise to think about how you will explain the impact of the law on them and your business.
6
Tell your story to your elected officials. Because of the labor-intensive nature of the restaurant workforce, the restaurant industry is impacted by the law like almost no other. Help lawmakers understand how the law affects you.
Health Care Panel at Board Meeting
During the 2013 Winter Board meeting, FRLA took part in a Health Care Panel Discussion to review the upcoming requirements of the new Affordable Care Act. w w w.Res t au ra n t A nd Lodgi ng.com
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F R L A’ s Educ at ion a l foundat ion
Annual Florida LMP Competition Winners
T
he 10th Annual Florida LMP Competitions took place January 22-23, 2013 at the Rosen Plaza Hotel in Orlando. Teams participated in three events. The Hotel Operations competition included a Night Audit, Room Inspection and three Case Studies. The Knowledge Bowl is a jeopardy style quiz event. The Hospitality Project requires teams to put together an event, BEO, and floor plan and present their event to a panel of judges. The overall winners of the 10th Annual Florida LMP Competition are Forest Hill Community High School. The members of the Forest Hill team are Lissette Albelo, Samantha Martin, Jayme St. Hillaire and Lisdanay Perez. Their LMP teacher is Diana Sardina. Forest Hill placed first in Hotel Operations, first in Knowledge Bowl and second in the Hospitality Project. As winners of the Florida LMP Competition, Forest Hill will represent Florida at the International LMP Competition which takes place April 10-12, 2013 at the Rosen Shingle Creek in Orlando. The FRLAEF thanks all participating teams, instructors and judges for a great competition. We hope to see you all again next year. Full competition results are below.
3rd Place: Mid Florida Tech, Vania Uriarte, Joan Soto, Kevin Ramirez, Blake Dye; Pat Novalis, Instructor
Hotel Operations
Knowledge Bowl
1st Place: Forest Hill Community High School
1st Place: Forest Hill High School
2nd Place: Gainesville High School, Alelia Smith, Jessica Garner, Madison Mark, Lucy Lupica; Dawn Bekaert, Instructor
2nd Place: Miami Beach Senior, Camila Medina, Ryan Curtis, David Spiegal, Edwin Canal, Patricia Gregory, Instructor
2013 LMP Winners: Lisdanay Perez, Samantha Martin, Diana Sardina (instructor), Jaymee Saint Hilaire and Lissette Albelo.
3rd Place: Colonial High School, Omalis Ramos-Alameda, Angelica Santiago, Alexander Wiechel, Luis Acosta; Richard Grace, Instructor
Overall Winners
Hospitality Project
1st Place: Forest Hill Community High School
1st Place: Miami Beach Senior 2nd Place: Forest Hill Community High School 3rd Place: Miami Sunset Senior, Alejandro Contreras, Gregory
Naranjo, Diana Martinez, Valentina Mondragon; Milagros Perez, Instructor
2nd Place: Miami Beach Senior 3rd Place: Gainesville High School
T h i s e v e n t would n o t b e p o s s ibl e wi t hou t t h e s upp o r t o f t h e F R L AE F ’ s pa r t n e r s U N I V ERSA L S P O N SOR
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G L OB A L S P O N SORS
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Secrets of Success
The Ritz-Carlton Am
Interview with General Manager
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James E. McManemon
FR&L Magazine recently spent a little time with James E. McManemon the General Manager of The Ritz-Carlton, Amelia Island. Coincidentally, during that time, the property was awarded two prestigious AAA Five Diamond designations, the travel authority’s highest rating. In addition to the resort lodging award, Salt, the resort’s fine dining restaurant was also honored for world-class service and imaginative menus.
Please explain to FR&L readers about the history of this beautiful property. How long has it been open? The Ritz-Carlton, Amelia Island evolved from a dream by the original developers to transpose a beautiful section of 26 acres of undeveloped land on the south side of Amelia Island and transpose it into a life style resort playground for the affluent that would not only welcome visitors but also attract families to move to the area. The Ritz-Carlton management was impressed by the uniqueness of the island and liked the idea of growing side-by-side with the surrounding community. A Japanese group built the property and it opened in May, 1991. During this time the entire island began to attract affluent residents and resort guests.
Do you know what the vision was for this property? The original vision of the property, to be regarded as the quality and market leader of the hotel industry, by creating a lavish beach and golf resort destination, combining the appeal of a world class hotel company with a rare and appealing setting coupled with world-class dining, golf, and other amenities. The goal has been to create world renowned restaurants and lounges which are the first choice of the local community and patronized regularly both by residents as well as resort guests.
Amelia Island is a relaxing destination for visitors. The Ritz-Carlton, Amelia Island is set in a relaxed atmosphere and offers a lot of options to guests for an upscale beach vacation. Can you describe some of those options to readers? 22 F EB RUA RY/ M A RCH
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We are so fortunate to offer so many different experiences for our guests. The resort overlooks the Atlantic Ocean, which for some is enough. Walking out on a balcony to sip your morning coffee as the sun rises is hard to beat. Of course we also have a world class spa, pools, boutiques, kids programs, an 18 hole PGA golf course just steps from the front door, five restaurants, including one of the very best in the country named, Salt. There are a wide variety of beachfront activities including surfing, paddle boarding, kayaking, surf fishing and even horseback riding right on the beach. Additionally, Historic Downtown Fernandina Beach and the charm of the quaint town is appealing to many.
What separates The Ritz-Carlton, Amelia Island from all of the fabulous properties in the area? The legendary service of our Ladies and Gentlemen is a key differentiator; plus, our culinary and spa expertise separates us from competitors. Our guests always comment on the grounds and lush landscaping with Adirondack chairs overlooking the beautiful vistas of the ocean. I am also very proud to say that, we are one of only a few hotels in the country that have a pair of AAA Five Diamond Awards for lodging and our ocean front restaurant, Salt. w w w.Res t au ra n t A nd Lodgi ng.com
What are your signature amenities? We have several but my favorites are more experiences versus standalone amenities. We offer a special Chef’s Table in the Salt Kitchen, a spa treatment in a hammock and a special experience for little ones where they are visited by a pirate, a princess and a parrot at bedtime. Guests can reserve a table in the kitchen where they dine as they watch our chef’s create wonderful culinary creations that are served each evening in Salt restaurant. It is great for couples or friends that love and appreciate culinary arts. Our spa team created an exclusive treatment called Heaven in a Hammock in which the benefits of zero-gravity and massage come together. The hammock elongates the spine to deliver a sense of weightless flotation, while giving the body greater flexibility and range of motion. The hammock moves at a rhythmic, rocking tempo that ranges from comforting to energizing. And finally, I love to hear the stories and get notes from the children that visit the resort and experience a Pirate Tuck-in. Imagine being 6 or 7 years old again and being visited by a friendly Pirate, a beautiful Princess and the resort’s mascot macaw, Amelia. They deliver milk and cookies and read the child a bedtime story. Best of all, I know we are creating memories. F lo r i da R estaura n t & Lo d g i n g
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The Ritz-Carlton, Amelia Island is THE place for a fabulous beach wedding. Please share some of the special touches that you offer to the bride and groom. You are very kind. After 24 years with Ritz-Carlton, I have seen many weddings. I can’t think of a better place to start your life together as a married couple. With the diversity of the property, we have something for almost everyone. From venue to special menus, we are able to personalize our approach for every individual bride and groom. Venues range from a wedding on the beach, to a courtyard overlooking the ocean to a traditional Ritz-Carlton Ballroom reception. Indoors or outside, one event or a week of events, all menus are customized and prepared for the couple of honor. Each couple works with a very talented wedding consultant on property. I have seen everything from a groom riding in on an elephant, to a couple sky diving onto our ocean lawn to a grooms cake created to resemble a life-size golf bag with clubs. No better place!
Have you seen the tastes of your guests change over the years? Today’s luxury guests want a casual, relaxed elegance and unobtrusive, yet flawless, service that is sophisticated but not overly formal. We constantly evolve with our guests to stay relevant.
How has the hotel changed since it opened? (i.e. décor, amenities, guest activities, etc.) The resort has grown with additional amenities and evolved
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with the changing expectations of today’s luxury customer. We recently completed a five-year, $65 million project to enhance the guest experience including a new sophisticated Sports Bar and Lounge, a state-of-the-art Spa and transforming a formal dining room to Salt with a classic wood décor with open views onto dunes and ocean. Guest rooms were redesigned with a coastal themed with a décor that is casual and refined and pays tribute to the beach and ocean with private balconies and floor-to-ceiling doors.
Has the resort revised its employee training and/or policies over the years to accommodate guests? Extensive training and development of our Ladies and Gentlemen is key to our core values and is supported by over 250 training hours per year per employee. All new Ladies and Gentlemen spend three days in orientation taught by the resort’s General Manager and the Executive Team. This reinforces the culture of our brand and prepares new employees prior to any interaction with guests.
How do you keep your employees engaged and motivated? All Ritz-Carlton Ladies and Gentlemen around the world attend a Daily Lineup in their department that reviews information, reinforces service values and acknowledges First Class Service. Recognition programs are ongoing and spontaneous. There are quarterly luncheons to celebrate success, a year end Anniversary Party and a Holiday Family Party. The esprit-de-core among Ladies and Gentlemen is authentic and genuine and a critical part of the culture.
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What is the most important thing you emphasize with staff about your customers? Our Ladies and Gentlemen are taught that the genuine care and comfort of our guests is their responsibility. They are trained to anticipate guest’s needs and empowered to own and resolve any problems.
What critical or priority areas do you emphasize in training your staff?
What has been the greatest change in serving your guests over the years? Luxury is more approachable, refined but casual. It is more personalized than prescribed.
What is/are the most important factor(s) to the longevity of this property? Continue to innovate and improve experiences as our guest’s desires evolve.
Our Ladies and Gentlemen are taught how to deliver service excellence without any defects and identify opportunities to create memorable experiences for our guests.
What do you think are the keys to low employee turnover, and how have you managed turnover? Our yearly retention is over 80%. Keys to low turnover are creating a culture-based environment where the staff wants to do their best, surround them with people who have the same attitude and values so that they support each other. They are empowered to deliver the guest a Ritz-Carlton experience. In our Employee Promise we pledge to reward and promote our Ladies and Gentlemen for their service excellence. Our Ladies and Gentlemen know that there will always be opportunity for promotion in a growing organization.
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