2022 LODGING ISSUE
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Path to Power: Chris Frawley
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2022 Legislative Review
contents S P R I N G 2 0 2 2 | F R L A .O R G
DEPARTMENTS 06 08 10
Leadership Reports Letters from the CEO and Board Chairwoman Path To Power Chris Frawley, COO of Anna Maria Oyster Bar FRLA’s 2022 Legislative Review Tourist Development Tax, VISIT FLORIDA Extension and more
16 18 23 38
The Palm Beaches A Chat With Frank Licari
48 49 52
Hospitality Happenings See What’s Happening Across the State
Fiberbuilt A Supplier’s Experience in Florida’s Hospitality Industry Gas South Invested in Florida Workforce ShareAble for Hires: Pitfalls to Avoid for Employee Background Checks
08
A La Carte Coral Reefs, new FRLA Members and Supporting Make-A-Wish Educational Foundation A look at the 2022 Annual Hospitality Competitions
SPECIAL FEATURES 20 22 40 41 42 44
FNGA Natural Gas Is Safe, Affordable and Reliable Energy Adesso Claim Your Employee Retention Credit Funds Now Virtual healthcare Virtual Care With Teladoc Health Tips for Employers How to Recruit and Retain Human Resources How to Delegate and Maintain HR Practices Two-factor Authentication The Cyber Security Tool You Need
THE LODGING ISSUE 24 25 26 30 32 33 34 35 36 37
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The Lodging Issue An Industry Thriving Once Again The FRLA Show New Show Venue Offers Fantastic Amenities Boutique Hotels Featuring FRLA Member Unique Boutique Properties Lodging Labor Crisis Past, Present and Future Unique Properties Boasts Art and Luxury Tips for a Well-run Company Framework Can Boost Your Success Technology Companies Relay and Cirkwi Offer Tools You Need Today Hospitality Retail Souvenir Sales Add Much to Your Property Training Human Trafficking Awareness: Know the Facts Sunday Offer a Better Guest Experience
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For up-to-date FRLA event information, please be sure to visit FRLA.org. Cover image courtesy of Opal Grand Oceanfront Resort & Spa. FRL A .org
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2022-23 CHAIRMAN OF THE BOARD
Olivia Hoblit
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John Horne
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Carlos Gazitua
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1932 MICCOSUKEE ROAD, TALLAHASSEE, FL 32308 Phone: 850-878-0554 Fax: 850-807-5037 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 email. 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
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LEADERSHIP REPORTS
Message from Carol Dover I’m so excited to share our spring issue of Florida Restaurant & Lodging, which is full of updates on our advocacy successes and other important updates for our industry. We recently completed Florida’s 2022 Legislative Session in Tallahassee. One of the great accomplishments this year was our successful advocacy for VISIT FLORIDA, whose operational authorization was extended to October of 2028 with $50 million in nonrecurring funding. While this bill awaits Governor DeSantis’ official signature, he fully funded VISIT FLORIDA in his proposed budget, and we anticipate his continued support and approval of this bill. Another huge win was our protection of Tourist Development Tax revenue. Each year it seems these dollars are targeted for usage outside the original intended usages. We will always defend this funding and do all we can to protect it for its intended use — to promote tourism dollars and bring back our guests. For more details on all of our issues and how they fared this session, please visit our web page to view our full legislative report and score card. FRLA is thrilled to have recently launched our FRLA mobile app to help our
members better engage with FRLA and each other while staying up to date on the very latest industry news. Having access to all of this at your fingertips will ensure you stay connected. Visit the Apple Store or Google Play Store to download today. As Florida’s recovery continues and our visitation numbers surpass that of the 2019 pre-pandemic record year, it is critical that we are consistent and aggressive with our promotion of Florida as the top tourist destination. We are incredibly proud of our record-breaking seasons we are having and the impact to Florida’s unparalleled lodging industry. But, we still have work to do as we face inflation, supply chain issues and continued staffing shortages. We continue to fight for you every day and are here to support you. Thank you for all you do to make the Sunshine State the best place to live, work and play.
Carol B. Dover Carol B. Dover FRLA President & CEO
Message from the Chairwoman I am humbled and grateful to represent an association with great members and wonderful leadership. It is an honor to follow in the footsteps of so many successful past chairpersons. Our people and their passion set our industry apart and play an essential role in protecting and growing the businesses that matter so much to our entire state's economic well-being. Hospitality is very special to me. Years ago, I was on track to go into the legal field when a part-time opportunity opened my eyes and heart to the possibility of someday managing a property myself. It was so rewarding to become a part of a tradition going back hundreds of years to the days of innkeepers hosting travelers in their homes, playing a role in creating memories. I would not have been able to achieve my dreams of managing hotels if I had 6
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not had so much support along the way. That is the support I would ask of you — join us in actively reaching out to young people, introducing them to our world and mentoring them. This is going to be so important in an increasingly competitive labor market during a time when we want our industry to keep growing. Also, we need to be focused on the retention and fostering of the smart, savvy hospitality professionals who are our teammates today. If we do this together, we will be taking steps to address the challenges while laying a foundation for the next generation of leaders,including a future board chair to carry on FRLA's essential work!
Olivia Hoblit
Olivia Hoblit 2022-23 Chairwoman of the Board FLORIDA RESTAUR ANT & LOD GING A S SO CIATION
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PAT H T O P O W E R
Path to Power:
Chris Frawley
C
hris Frawley is COO of Anna Maria Oyster Bar. As a 40-year restaurant industry veteran, his past experience includes 27 years at Miller’s Ale House. In this role he grew the company and oversaw the operations of dozens of restaurants.
Q: How did you get started in the hospitality industry? I was in 10th grade when my parents stopped paying for my clothes, daily trips to Mickey D’s and entertainment. I recall the “Get a Job” speech and the “Money doesn’t Grow on Trees” finger wagging. A few classmates were busboys at a nearby restaurant and were always bragging about how much money they were making and how easy it was. So, I applied, got hired and got hooked. I knew then I was a lifer.
Q: Early in your career, what were the most valuable lessons that you learned?
Integrity. Never lie — ever! You’ll never get fired if you tell the truth, you’ll get disciplined, yes — so never lie. Truer words were never spoken. While being honest doesn’t always make me the most popular guy in the room, my coworkers know I am 100% honest and they always know where they stand.
Q: Do you have any mentors who were instrumental in helping you achieve your goals?
Heck yes! I will mention two, there are more, in no particular order. First, Harold Phillips believed in me and stood behind me to get into management. When the recruiter told me “We are going to pass.” Harold said “Oh they made a mistake.” and called the corporate headquarters for the Vice President of Recruitment to interview me personally. She did, and I was promoted! Harold was a great role model, treated people fairly and was not afraid to discipline, as well to include yours truly — nobody’s perfect. Secondly, Ray Holden taught me so much in the 30 years we spent together at two brands. The value of family: Ray always led by example with this. This has been very impactful to me; he showed me how to balance my life better with my wife Sherry of 33 years. She is my rock and without her support on this journey, I would have flopped. We always got together as friends with others, and he always made it a point to recognize why this is so important. Faith: Ray showed me it was okay or cool to be a Christ follower. He really leads by example to this day. I mentioned Integrity before. This was all him. He lived his word and never fired me because I told the truth as uncomfortable as it may have been — did I mention nobody is perfect? The Integrity speech is one I have copied and emulated because for me, it is, and was, life changing. 8
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Q: Is your company taking any special measures in the face of the labor shortage in the hospitality industry to recruit and retain talent? Another big yes! But, we work on “re-recruitment” of our team members and managers on a daily basis. We praise progress and celebrate all the wins, no matter the size! In addition, birthdays, anniversaries — personal and professional — frequently. The retention rate at Anna Maria Oyster Bar is “best in class!”
Q: What is the single greatest factor in the success of your career? The “perfect storm!” There isn’t one factor, but a blend of them that helped me slingshot into position. First, work ethic blended with the desire to be great, honesty and trust, along with a high level of enthusiasm! There are more; however, these “core four” learned qualities have helped me attain great sustained results for years. So, if you want one factor … RESULTS!
Q: Is there anything that you would like to share with Florida's hospitality industry? We are the luckiest group of people in the world! We get to be part of people’s good times, anniversaries, birthday celebrations, business trips, vacations, weddings, family outings and more. The list goes on and on. My good friend Luke Bryan — ok I met him once — has lyrics in a song that say “do what you love and call it work.” I do and so should all of you. Choose your attitude and have a blast! FLORIDA RESTAUR ANT & LOD GING A S SO CIATION
#F #FRRLA LASU SU MMM MIIT
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2022
LEGISLATIVE REVIEW EXTENSION OF VISIT FLORIDA AND FUNDING
PASSED SB 434 by Senator Hooper (R-Palm Harbor) HB 489 by Representative Chaney (R-St. Petersburg) Without these bills, VISIT FLORIDA would cease to exist as an entity as of 2023. This legislation extends the repeal date for VISIT FLORIDA until 2028. VISIT FLORIDA will also receive funding in the amount of $50 million. This is a non-recurring appropriation, which means it must be sought and reapproved every year. FRLA supported this legislation.
TOURIST DEVELOPMENT TAX DIED SB 1542 by Senator Gainer (R-Panama City) HB 673 by Representative Shoaf (R-Blountstown) This legislation permits fiscally constrained coastal counties to use 10% of TDT revenues collected to offset the cost of public safety services that result from increased tourism and visitors. The House bill passed two committees, and the Senate bill was never heard. FRLA opposed this legislation.
REDUCED SEATING FOR SFS LICENSES DIED SB 924 by Senator Bradley (R-Fleming Island) HB 715 by Representative Tomkow (R-Polk City) This legislation reduces the number of required seats for a Special Food Service license from 150 to 100 seats. 10
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It allows restaurateurs to respond to changing trends in the industry regarding the size of an establishment. It allows restaurateurs to adapt their existing layout to allow customers more space and reflect changes in their business model. The change in the seating requirements makes more establishments eligible to participate in alcohol-to-go, which can make a significant difference in their financial success. Under this legislation, SFS licensees are still required to have 2,500 square feet and maintain 51% of sales from food and non-alcoholic beverages. The House passed its bill. The Senate never heard its bill and did not take up the House bill. FRLA supported this legislation.
VACATION RENTALS DIED SB 512 by Senator Burgess (R-Zephyrhills) HB 325 by Representative Fischer (R-Jacksonville) In 2011, Florida preempted vacation rental regulation to the state, preventing local governments from enacting any new law that restricted the use of vacation rentals, FLORIDA RESTAUR ANT & LOD GING A S SO CIATION
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FRLA supported many parts of this legislation but opposed the legislation overall because it did not include necessary provisions.
DATA PRIVACY DIED SB 1864 by Senator Bradley (R-Fleming Island) HB 9 by Representative McFarland (R-Sarasota) The Data Privacy legislation was filed due to concerns regarding how consumer information is being used, shared or sold. This legislation impacts how companies share and sell consumer data. It allows consumers to request a list of their personal information maintained by a covered business. Businesses are required to respond to such inquiries timely and delete such information upon request. There were significant concerns raised regarding the cost of compliance and the House’s inclusion of a private right of action as a method of enforcement. FRLA opposed this legislation.
INDIVIDUAL FREEDOM prohibited vacation rentals or regulated vacation rentals based on their classification, use or occupancy. In 2014, the legislature revised the preemption of 2011 so that local governments could regulate vacation rentals, provided the regulations do not regulate the duration or frequency of vacation rentals. Since that time, there has continued to be a great deal of turmoil regarding the regulation of vacation rentals and vacation rental hosting platforms. FRLA supports many parts of this legislation because we feel it makes significant positive progress on this issue. The bills include the provisions that we strongly support, such as allowing a local registry, requiring a hosting platform to affirmatively verify the license and registration of all units advertised on its platform and requiring the hosting platform to collect and remit taxes for the units rented through its platform. However, the bills do not include provisions we felt were necessary, such as quarterly reporting to the Department of Business and Professional Regulation and meaningful penalty provisions. The bills stalled in both the House and Senate and ultimately died. We will continue to advocate for meaningful legislation on this issue in future sessions to ensure that all Florida visitors enjoy a safe, lawful and high-quality lodging experience, no matter where they choose to stay. FRL A .org
PASSED SB 148 by Senator Diaz (D-Hialeah Gardens) HB 7 by Representative Avila (D-Brandon) This legislation determines how issues related to race, color, sex or national origin may be addressed in school instruction. It further determines how issues related to race, color, sex or national origin may be addressed in employment training and instruction. This legislation may impact the content of corporate diversity, equity and inclusion training. FRLA did not take a position on this legislation.
HOME KITCHENS DIED SB 1158 by Senator Jones (D-Hialeah Gardens) HB 707 by Representative Learned (D-Brandon) This legislation allows food prepared in residential kitchens to be available for commercial sale and delivery. FRLA opposed this legislation. FLORIDA RESTAUR ANT & LOD GING
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PROHIBITION ON HOURLY RENTALS OF PUBLIC LODGING ESTABLISHMENTS PASSED SB 1852 by Senator Bradley (R-Fleming Island) HB 1439 by Representative Toledo (R-Tampa) SB 898 by Senator Stewart (D-Orlando) In an effort to further Florida’s efforts to prevent human trafficking, this legislation prohibits the hourly rental of public lodging establishments. FRLA supported this provision because it is consistent with the position we’ve taken as an industry and as an association to be part of the solution for preventing human trafficking in the state of Florida. FRLA was successful in advocating for the removal of a provision that would require guests to present identification upon check-in. FRLA supported the prohibition of the hourly rental of public lodging establishments. SWIM-UP BARS DIED SB 1044 by Senator Hooper (R-Palm Harbor) HB 719 by Representative Smith (R-Winter Springs) Currently, the Florida Building Code does not contain standards for swim-up bars. This means any establishment wishing to construct a swim-up bar on its premises must seek a special variance to do so. FRLA supports requiring the Florida Building Commission to adopt requirements and procedures for the approval of swim-up bars at commercial and public pool locations. This will clarify the requirements and streamline the approval and construction process. This bill passed two House committees but failed to move in the Senate. FRLA supported this legislation. LOCAL ORDINANCES DIED SB 280 by Senator Hutson (R-St. Augustine) HB 403 by Representative Giallombardo (R-Cape Coral)
BUSINESS DAMAGES PASSED SB 620 by Senator Hutson (R-St. Augustine) HB 569 by Representative McClure (R-Dover) Under this legislation, local government entities could be required to pay monetary damages to a business if the city or county enacts an ordinance that results in a 15% reduction of the business’s profits. Such a claim could be made against the city or county only under specified circumstances. FRLA did not take a position on this bill. TAX PACKAGE PASSED HB 7071 by House Ways & Means Committee HB 7071 is the tax package passed by the legislature this year. This tax package includes numerous sales tax holidays and sales tax exemptions that will benefit Florida citizens. FRLA worked with the House and Senate to make sure that the exemption for theme parks and public lodging establishments was maintained in this package. This means that these establishments will not have to assume the cost and burden of reprogramming their point-of-sale systems for all of the sales tax holidays. However, theme parks and public lodging establishments will be required to participate in the extended sales tax exemptions for diapers, toddler and baby clothes, and children’s books. FRLA was also successful in its efforts to prevent the addition of a 1% sales tax on food and beverage in restaurants in three Miami-Dade County municipalities. If adopted, this additional tax would have resulted in an $11 million tax increase for Florida consumers. GREASE TRAPS PASSED SB 1110 by Senator Darryl Rouson (R-St. Petersburg) HB 1177 by Representative Chaney (R-St. Pete Beach)
This legislation requires local governments to do a business impact estimate before enacting a local ordinance that would impact businesses. It also allows enforcement of an ordinance to be suspended if its validity is being challenged in court on the basis that it is preempted or is arbitrary or unreasonable.
This legislation is intended to ensure that grease waste is removed and disposed of properly by placing additional responsibilities and record keeping requirements on grease haulers. FRLA worked with the House bill sponsor, Representative Linda Chaney, to make sure this bill did not inflict additional burdens on restaurateurs.
FRLA supported this legislation.
FRLA supported this legislation.
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FLORIDA RESTAUR ANT & LOD GING A S SO CIATION
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2022
LEGISLATIVE SCORECARD Bill Number and Name VISIT FLORIDA Extension and Funding SB 434 HB 489 Tourist Development Tax SB 1542 HB 673 Seating Requirements for SFS Licenses SB 924 HB 715
Vacation Rentals SB 512 HB 325
Consumer Data Privacy SB 1864 HB 9
Home Kitchen Operations SB 1158 HB 707
Swim-Up Bars SB 1044 HB 719
Sponsors
Sponsors
FRLA Position
Sen. Hooper (R) Rep. Chaney (R)
The repeal date for VISIT FLORIDA is extended to 2028. Funding was granted in the amount of $50 million.
Support
Sen. Gainer (R) Rep. Shoaf (R)
Expands the approved uses of TDT revenues to allow fiscally constrained counties to use 10% of TDT revenues to be used for increase in public safety costs related to increased tourism and visitation.
Oppose
Sen. Bradley (R) Rep. Tomkow (R)
Reduces the seating requirements for a special food service establishment license from 150 seats to 100 seats.
Sen. Burgess (R) Rep. Fischer (R)
Preempts regulation of vacation rental advertising platforms to the state; requires advertising platforms to affirmatively verify the license and registration of all units advertised on its platform; requires the advertising platform to collect and remit taxes for the units rented through its platform; and requires the advertising platform to remove illegal rental listings; allows local registration.
Sen. Bradley (R) Rep. McFarland (R)
Impacts how covered companies use, store, share and sell consumer data; allows consumers to request a list of their personal information maintained by a covered business; requires business to respond to such inquiries timely and delete information upon request; includes enforcement provisions.
Oppose
Sen. Jones (D) Rep. Learned (D)
Allows the preparation of food in residential kitchens for commercial sale and delivery.
Oppose
Sen. Hooper (R) Rep. Smith (R)
Requires the Florida Building Commission to adopt requirements and procedures for the approval of swim-up bars at commercial and public pool locations. This will clarify the requirements and streamline the approval and construction process.
Support
Support
Support in part, Oppose in part
= Bill Passed FRL A .org
Final Status
= Bill Died
FLORIDA RESTAUR ANT & LOD GING
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T H E PA L M B E A C H E S
The South Florida Ambassador: An interview with Frank Licari
F
rank Licari is a Telly — and ADDY — award winning actor, writer, producer and director, musician and Emmy-nominated TV Host who has spent the past 30 years on both sides of the camera, as well as on and off stages across five continents. He has guest-starred on FOX’s The Resident, NBC’s Law & Order, CBS’s Blue Bloods and Dellaventura, USA Network’s Burn Notice and Graceland, Netflix’s Jessica Jones and Bloodline, ABC’s Nashville and currently has a recurring role in HULU’s The Hardy Boys. He's also the current host of On The Town in the Palm Beaches with Frank Licari on South Florida PBS. His latest film, Jose Feliciano – Behind This Guitar, which he wrote, produced and directed, premiered at the Santa Barbara and Miami International Film Festivals in March 2022.
Q: Floridians can see you regularly as host of the South Florida PBS series, “On the Town in The Palm Beaches with Frank Licari.” How did you get the job? Well, this is a very funny story. I had just moved back to the New York area back in 2016, and we were unloading the moving truck when I got the call from PBS. The director of production told me that South Florida PBS was producing a new show. I mistook the call as a request for a pledge to the station to support the show. I typically give yearly to public television and National Public Radio, so I assumed they were soliciting for a donation
Q: How did you find out you were going to be the host? I tried to rush her off the phone but she mentioned that they were calling to see if I would be interested in hosting the show! After a moment of embarrassed laughter, I told her that I just moved and didn’t live in Florida anymore as of 24 hours ago. I said, “Well if you don’t mind adding a traveling budget to my offer, I’d be happy to do it.” The rest is history. We’re now five seasons into On The Town in the Palm Beaches with Frank Licari and I’m enjoying every minute of it. 16
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Q: Do you see yourself as a tourism ambassador when you’re hosting “On The Town in The Palm Beaches with Frank Licari?”
I truly feel so fortunate to be able to host and contribute to this show. I absolutely feel like a tourism ambassador and, in turn, it’s made me appreciate and love South Florida even more than I already did. I lived there for 15 years and I still learn new things and appreciate more about the area with every show. I think that my genuine excitement and curiosity for the people I meet and the places I get to explore comes across in the show and resonates with the audience. My goal is to make people excited to explore South Florida — not just give them information, but create an experience with every person and place.
What kind of feedback have you gotten about the show?
I was home in New Jersey, and was getting my mail. I walk onto my front porch and my mailman sees my face and says, “Hey, you’re the guy from that show!” Now, living 20 minutes from Manhattan, I assumed he meant one of the shows I had done on network TV. So, I said, “Oh, did you see me on Blue Bloods or The Resident or something?” He says, “No, the Florida show you do. My wife and I are going to take a trip there. We searched Palm Beach County and your show came up. After watching your show, we decided to move there.” His answer absolutely floored me. Three months later, my mailman was gone! He lives in Lake Worth now — all because of my show. If that’s not being an ambassador to South Florida, I don’t know what is. FLORIDA RESTAUR ANT & LOD GING A S SO CIATION
ThePalmBeaches.TV Featuring the Best Destinations, Attractions and Experiences in Palm Beach County Explore The Palm Beaches 24/7 on ThePalmBeaches.TV Also Available On Roku
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For more information about this complimentary marketing tool offered by the Palm Beach County Tourist Development Council, call 800.745.3456 or email info@pbfilm.com
F I B E R B U I LT
My Experience as a Supplier in the Hospitality Industry Tips From an Old Professional
by JORDAN BECKNER, PRESIDENT OF SALES FOR FIBERBUILT UMBRELLAS AND CUSHIONS
I
have always believed if I was going to take advice from anyone, it would be from someone successful at the subject of the advice. So, let’s begin with some background about me. Twenty-two years ago, my partner and I started an outdoor beach, pool and patio umbrella marketing company. We then morphed into the actual manufacturers. We began this company on credit cards and had little money for actual marketing, so I explained that my marketing plan was that we were “cheap beer disguised as Heineken.” Simply put, we needed to look successful, even if we were not at the time. Very quickly I discovered industry associations gave me great opportunities to interact with decision makers without
spending a lot of money. These associations allowed me to use my sweat equity; volunteering for every committee, working at the golf outings and packing goodie bags the night before. This also began to build my reputation as a member who is “all in.” I started with the Central Florida Hotel and Lodging Association (FHLA) in Orlando, under the tutelage of greats like Tom Williamson and Jay Leonard. From them I learned consistency and hard work gets you noticed. We then became active with the then FHLA with all the greats; i.e., Keith Overton, Jim McManemon, Walter Banks, and Russ Kimble. The FHLA was saved by the Florida Restaurant Association, and we are now the Florida Restaurant & Lodging Association (FRLA). We also worked in
some of the national associations, including the American Hotel & Lodging and the American Resort Development Association. I rose to serve as the chairman of the suppliers in both national organizations through faithful attendance and avid participation. My tip for today? If you are a new supplier to FRLA, do not expect to get any return on investment if you just pay your member dues. Get active in your local chapter and the state chapter. Attend as many events as possible and build those long-lasting relationships like I have.
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FLORIDA RESTAUR ANT & LOD GING A S SO CIATION
FNGA
Natural Gas is a Safe, Affordable and Reliable Source of Energy by DALE CALHOUN
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early two dozen cities across California have implemented bans on natural gas. As a result, California does not have the energy to power their needs. Businesses and residents pay higher costs for energy and endure rolling blackouts. In the event of a natural disaster, essential services like restaurants, hotels, hospitals, nursing homes and first responders will not be able to depend on natural gas to power their generators and cook so they can support their communities. Fortunately for Florida, our legislature and governor recognized the danger and senselessness of banning natural gas. In 2021, Florida passed a preemption to prevent local governments from taking away the rights of Floridians to choose their energy source. Through this legislation, Florida has effectively protected Floridians’ access to safe, affordable, reliable and clean energy. This is good news for the more than 700,000 homes in Florida that rely on direct-to-consumer natural gas, and the 70,000 businesses that depend on natural gas as an essential resource to support
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their operations. Access to natural gas is an important part of Florida’s free market that enables consumers and businesses to make the best choice from the available options. For Florida homes, natural gas is a safe, affordable and reliable source of energy for cooking, heating water and powering appliances, including generators. Florida businesses rely on natural gas as a low-cost energy source for cooking, heating water, driving garbage and freight trucks, powering cargo or cruise ships and manufacturing products and even sending rockets to space. When a hurricane hits, Floridians depend on natural gas because it is delivered through resilient and safe underground pipelines to homes and businesses. With more than 250 years of natural gas supplies now accessible, Floridians can depend on this American source of energy instead of unstable, distant foreign countries for its most important fuel source. With the support of natural gas, Floridians have significantly reduced their carbon footprint and minimized energy waste. Natural gas is twice as clean as coal, making
it the cleanest fossil fuel energy source available in the world. Because it can be delivered directly to homes and businesses through underground pipelines, the direct use of natural gas achieves 92% efficiency. Natural gas also fuels Florida’s economy. Annually, natural gas generates $3.53 billion in economic impact, contributes $1.93 billion in wages to Florida families and provides $317.4 million in state and local tax revenue. Current and prospective residents and businesses can rest easy knowing their access to clean and affordable energy will not be stripped away in the Sunshine State. I am grateful to reside in a state where our legislature and governor understand the value of natural gas and the importance of protecting its use. Unlike California, Florida prefers to keep reliable energy available, and businesses like yours working, for our residents and visitors. Dale Calhoun is the Executive Director of the Florida Natural Gas Association. FLORIDA RESTAUR ANT & LOD GING A S SO CIATION
Work Smarter Not Harder WITH NATURAL GAS
If you don’t use natural gas, there’s never been a better time to add it to your energy mix. Already taking advantage of this smarter, tougher energy? Make sure you’re optimizing your savings potential with a number of versatile applications.
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Contribute to the U.S. economy
If you don’t have natural gas, there’s never been a better time to add it to your energy mix. If you’re already a natural gas customer, let us help you make sure you’re optimizing your savings to the fullest potential.
Find your local service provider and discover rebates available in your area. Visit FNGA.com/FRLA
ADESSO
Find Out How To Receive Up To $26,000 Per W-2 Employee With Adesso
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RLA wants to alert our members to a source of current federal COVID-19 relief that can deliver the cash needed to maintain operations and assist in surviving the pandemic and its aftermath. The Employee Retention Credit (ERC)
The ERC is a federal initiative designed to help small businesses. Many restaurants and lodging establishments qualify for up to $26,000 per W-2 employee in ERC funds — but less than 25% of eligible businesses have filed for ERC assistance. Why? The ERC filing process is complex and time-consuming, and many certified public accountants and payroll firms are unfamiliar with the ERC or its eligibility requirements. Making it easy for FRLA members to claim their ERC funds
Our members may not have the time, expertise or resources to file for the ERC funds needed to fuel recovery.
So, we’ve engaged the services of a firm that specializes in ERC filing for small businesses to offer expert and expedited ERC filing for FRLA members. ERC expertise from Adesso Capital
We’ve partnered with Adesso Capital to offer ERC filing services to our members. Adesso has helped thousands of restaurants and lodging establishments across the U.S. secure tens of millions in ERC funds — with an average of $125,000 in ERC money per filing. Make sure you claim all the federal COVID-19 assistance you have coming to you. Visit the Florida Restaurant Tax Credit Program ERC Support Center to put the Adesso team to work on your ERC filing. They’ll handle the ERC paperwork; you cash the ERC check. Contact them now.
Here’s how it works: • You can get an estimate of the amount of ERC money for which you likely qualify with a 10-minute phone conversation — visit the Florida Restaurant Tax Credit Program ERC Support Center to schedule yours at your convenience. • Our trusted ERC partner will then file for ERC funds on your behalf. • Our ERC partner monitors the progress of your ERC filing with the IRS, providing updates until you receive your ERC funds.
FRLA PODCASTS ARE HERE! I t ’ s t i me t o di v e deeper i n t o i s s u es i mpor t an t t o t h e i n du s t r y . L i s t en t o t h e f i r s t i n a s er i es of podcas t s des cr i bi n g ch an ges r es t au r an t s s h ou l d con s i der wh en adj u s t i n g t o t h e cos t i n cr eas es f r om t h e r i s i n g mi n i mu m wage i n F l or i da.
VISIT WWW.FRLA.ORG/PODCASTS/ 22
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FLORIDA RESTAUR ANT & LOD GING A S SO CIATION
GAS SOUTH
Florida On Our Mind Gas South’s acquisition of Infinite Energy means more resources to serve Florida’s hospitality industry
By JASON DOLDER
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hen Atlanta-based Gas South acquired Florida’s Infinite Energy, it expanded Gas South’s customer base to over 425,000 residential, commercial, industrial and wholesale customers, certifying Gas South as the largest retail natural gas provider in the Southeast. The company’s headquarters remain in Atlanta, but it plans to open new offices in Gainesville, FL, where Infinite was founded in 1994. With that presence comes a renewed focus on Gas South’s industry partnerships in the Sunshine State. Infinite Energy was a longstanding partner of the Florida Restaurant & Lodging Association (FRLA), and it’s just one of the many
relationships Gas South’s sales team wishes to continue cultivating. “Industry involvement is critical — not only to Gas South’s sales approach but to our strong customer relationships,” said Topher Jensen, Senior Manager of commercial sales at Gas South. “We want each sales representative to be an expert in our customers’ industries. It helps us be a better partner to them and a better steward of their business.” Gas South’s sales organization employs dedicated account managers for customers that meet a certain usage requirement, giving them a single point of contact for any account need. Jensen continued, “We develop a deep understanding of our customers’ businesses, and that specialization results in a higher level of service.” In 2021, Gas South officially became FRLA’s preferred natural gas provider. The company also holds memberships in more than 40 other industry-related organizations where the trades are as varied as Gas South’s customers. “We’ve served restaurants and hotels for more than 20 years, but being actively involved with the FRLA means we can continue learning about their work,
connect directly with them and show our appreciation,” Jensen said. With the acquisition came a surge of resources for Gas South, including an expanded service territory to 14 states and dozens more team members across the country. Jensen said, “With size and expertise on our side, we’ve got more pull than ever before and we’re using it to advocate on our customers’ behalf. Whether it’s in the legislature, public policy or local distribution companies — even if it’s not natural gasrelated — if you care about it, we care about it, too. We’re a fully involved partner. At Gas South, that means we’re invested in you, your business, your industry and your community.” In addition to FRLA, Gas South is a preferred vendor for the Georgia Restaurant Association and the Georgia Hotel and Lodging Association. It’s also a significant investor in the Georgia and Florida state chambers of commerce. Jensen adds, “Next time you’re at an industry event, look out for one of our team members. They’d be delighted to meet you.” Jason Dolder is Vice President of Sales at Gas South.
Choose Gas South The preferred natural gas provider of the FRLA Specializing in serving hotels and restaurants for over 15 years, Gas South is Florida’s No. 1 choice for competitive rates and outstanding customer service. • Customized rates and plans to fit your needs • Dedicated account managers and teams familiar with your business • 5% of profits given to support children in need • Committed to investing $50M in solar projects by the end of 2023 Call today for your free custom quote at 888.922.6694, or email us at Sales@GasSouth.com.
GasSouth.com
FRL A .org
888.922.6694
Sales@GasSouth.com
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elcome to Florida Restaurant & Lodging Magazine's 2022 Lodging Issue. We are thrilled to feature the world’s most beautiful and vibrant lodging industry in this special section. With the Industry on the upswing after the global pandemic, tourism numbers are exploding all over the state. Much of the material in this section will be of interest
to you, both as fun reading and as solutions to some of the challenges faced by the industry during this time of big numbers and short staff. Read about the amazing property that will be hosting the Florida Restaurant & Lodging Show later in 2022, and make plans to visit the lovely boutique hotels highlighted in this section. Florida Atlantic University weighs in on the labor crisis,
and we have included some helpful solutions from INNsight, Withum, and Sunday. Also learn about engaging retail to add more to your bottom line. In addition, read a little farther to find out more on how background checks can help you with your team. We hope you enjoy this issue, and we truly look forward to getting back to business here in the Sunshine State!
FRLA’s Lodging Partners
AAHOA
FRLA represents all aspects of Florida’s hospitality industry. We partner with many different organizations to accomplish this effort knowing that together we are stronger in advocating for our industry. We have many shared objectives and partnering our resources is an effective approach. We take pride in our partnerships on the state and local level, as well as on the national stage. Collaborating together helps us bring memorable experiences for our guests that will keep them returning to the Sunshine State for years to come. Our state and national partners help us work together to advocate for Florida’s lodging industry, driving business development, a substantial contribution to the state’s economy and simply the most beautiful hotels and resorts in the world. Our national partners include the American Hotel & Lodging Association (AHLA) and the Asian American Hotel Owners Association (AAHOA)
The Asian American Hotel Owners Association is the largest hotel owners association in the nation. AAHOA has a strong presence in Florida and is a key FRLA partner. The nearly 20,000 AAHOA members own 60% of the hotels in the United States. AAHOA Members are responsible for 1.7% of the nation’s gross domestic product. With billions of dollars in property assets and over 1 million employees, AAHOA members are core economic contributors in communities across the United States. For information about AAHOA, visit www.aahoa.com.
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AHLA The American Hotel & Lodging Association (AHLA) is the sole national association representing all segments of the U.S. lodging industry. Headquartered in Washington, D.C., AHLA focuses on strategic advocacy, communications support and workforce development programs to move the industry forward. Learn more at www.ahla.com.
THE FLORIDA INNS CHAPTER The Florida Inns Chapter, the only state-wide special interest chapter in FRLA, is comprised of small, independent properties with under 50 rooms. The Board of Directors works to provide specific informational best practices sessions for these members. As the only state-wide special interest chapter, we have a consumer website, www.floridainns.com. This website is designed for consumers looking for unique and independent lodging options for their travels. The site will be promoted through our partnership with VISIT FLORIDA, and we will look to create a rack card for the welcome centers and for you to have as well. For more information about the Florida Inns Chapter please contact Nicole Chapman, Regional Director for FRLA at (904) 574-2259, or nchapman@frla.org. FLORIDA RESTAUR ANT & LOD GING A S SO CIATION
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The Florida Restaurant & Lodging Show has a New Venue at the Caribe Royale Orlando!
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merging from a $127 million transformation, Caribe Royale Orlando has unveiled an entirely reimagined meetings and resort experience from expanded meeting space to a contemporary new look and a refined attitude. A focus on culinary arts brings a refreshing new viewpoint to both restaurant dining and catering offerings, alike. The newly-designated AAA Four-Diamond resort takes pride not only in its physical redesign but also in an elevated level of warm, intuitive service aptly called “The Royale Treatment.” Meeting planners will appreciate the plethora of additions and enhancements to the resort’s 220,000 square feet of flexible meeting and event space all on one level, including the new 50,000-square-foot Palms Ballroom. With expansive pre-function space and sunlit atrium with built-in registration desks, a dedicated boardroom and street-level load-in options, the space is as multifunctional as it is impressive. Here, organizers can think beyond the traditional meeting room and opt for one of several non-traditional event spaces: the Boca Pier and pool decks make ideal settings for outdoor gatherings; and the resort’s private villas make convenient venues for hospitality, VIP events or breakout functions.
Emerging from a $127 million transformation, including redesigned suites,expanded meeting space and enhanced networking opportunities.
Orlando’s Only AAA Four–Diamond, All-Suite Convention Resort
All 1,215 one-bedroom suites have been completely reimagined, with a fresh, modern style and all the comforts of home, including a dedicated workspace to accommodate the rising number of work-remote travelers. The resort’s exclusive Villas at Caribe Royale, a hotel-within-a-hotel, offers an additional 120 lakeside, two-bedroom suites each with a full kitchen, dining room, screened lanai access to the Villas private pool, and a wealth of exclusive services and amenities. “We are transforming Caribe Royale Orlando into a luxury resort that exceeds expectations by providing what we call ‘The Royale Treatment,’ through a contemporary new look, exquisite amenities, and an elevated level of intuitive service delivered by a team of seasoned experts who proactively partner with our meetingplanner clients to creatively bring their vision to life,” stated Managing Director, Amaury Piedra. The reimagination of the resort continues throughout the Reception Building — the vibrant heart of guest activity and networking — including redesigned lobby areas with personal check-in stations,
Orlando’s only AAA FourDiamond, all-suite meetings resort 1,335 newly reimagined and spacious suites.
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extensive lighting upgrades incorporating interactive technology to create a dramatic arrival experience, the addition of an expansive Starbucks® and a vibrant new lounge concept, Rum Bar by Bacardi®. From inspired custom-crafted menus to dining al fresco by the resort’s sparkling pool and waterfall, Caribe Royale has six on-site dining options to suit every palate, including the renowned, AAA FourDiamond-rated Venetian Chop House, which features a main dining room and a fireside terrace for small al fresco gatherings. For networking on a new level, the new Rum Bar by Bacardi® with hand-crafted cocktails, an inspired small bites menu, music and custom-built dominoes tables, will offer meeting attendees an energetic space to gather, engage and interact. And when it’s time for a little downtime, ample opportunities for recreation and networking abound on property. From relaxation in one of the private cabanas around the Caribe Royale’s large outdoor waterfall pool with waterslide, an invigorating workout after a day of meetings in our 3,500-square-foot fitness center to a reviving body treatment at the Island Spa, there is always something engaging happening on the property. Sports enthusiasts can enjoy a pick-up game on the lighted basketball court, a casual game of tennis, a run on the resort’s 1.5 mile trail or an afternoon of catch and release fishing from the pier.
A 220,000-square-foot meeting and event space including four ballrooms, 58 breakouts, three boardrooms and exquisite outdoor venues, including the new 50,000 220,000-square-foot Palms Ballroom.
Relaxed, fun, tropical Floridian vibe, where groups can conduct business and network together, effortlessly.
8101 World Center Drive, Orlando, FL 32821 | (407) 238-8000 | CaribeRoyale.com | CaribeRoyaleMeetings.com /cariberoyale FRL A .org
/cariberoyaleorlando
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Don’t Miss These FRLA Member Boutique Hotels Florida is home to hundreds of lovely hotels and resorts. We’ve discovered a few that you won’t want to miss. Enjoy dreaming about them while you learn what makes them unique, and then go find out for yourself!
Art Ovation Hotel, Sarasota
Comparable to an artist’s canvas where moments are carefully curated, the hotel provides guests with a unique and authentic experience by creating an innovative environment focused on Sarasota’s arts, culinary and cultural characteristics. This hotel is unique because: » Sarasota’s only full-luxury hotel located in the heart of downtown Sarasota. » Unique lobby with an evolving art gallery, “Artist in Residence” workshop featuring local and international artists creating new works of art, proscenium and stage for impromptu art and performances, barista. Recommended amenities include: » Rooftop pool, bar and restaurant. » Lobby with an evolving art gallery, “Artist in Residence” workshop featuring local and international artists creating new works of art, proscenium and stage for impromptu art and performances. » Complimentary shuttle service to areas that include Lido Beach and St. Armand’s Circle.
Baker’s Cay, Key Largo
Nestled amid a lush hardwood hammock forest on the edge of the turquoise Florida Bay, the resort is an eco-focused sanctuary featuring 200 guestrooms, unique culinary flavors and 15 acres of water and land-based adventures. This hotel is unique because: » It is truly focused on sustainability and conservation from guest amenities, to hotel vendors and more. » Rotating weekly activities and resort features are offered that appeal to all guests. » Offers a “Dock to Dish” program for freshly caught sustainable seafood with an educational component. Recommended amenities include: » The Love Tree — natural arch for picturesque weddings inspired by nature. » The Pergola — tucked beneath the hammocks on the edge of the bay, The Pergola is an intimate setting for romantic dinners, special celebrations or just lazing the day away. » Lush grounds — the dichotomy of a shady hardwood hammock forest in contrast to the soft sand, natural-entry beaches, is a rarity in the Florida Keys.
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One Ocean, Jacksonville Beach
One Ocean is a AAA Four-Diamond oceanfront resort dedicated to exceeding guest expectations. Enjoy a relaxing beach day under an umbrella, a specialty spa treatment and an award-winning dinner at Azurea. This hotel is unique because: » It focuses on creating a memorable guest experience that exceeds guest expectations. The hotel offers the finest amenities, lavish guest rooms, culinary creations and intuitive guest services to ensure each moment feels like a vacation.
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» Cutting-edge technologies include mobile guest room check in prior to arrival, texting service with the front office for all guest requests and integrated QR codes throughout the resort providing access to resort information including dining menus. Every associate is empowered to make any decision necessary to ensure a guest request is fulfilled. Recommended amenities include: » Oceanfront spa with ocean view relaxation room. » Azurea Four-Diamond restaurant including an expanded oceanfront patio.
Shangri-La, Bonita Springs
Built in 1921, Shangri-La Springs is a historic boutique hotel with a variety of offerings including an organic garden, organic restaurant, fullservice organic spa and event spaces. This hotel is unique because: » Shangri-La Springs is a rare property. From the 4-acre, certified organic garden that supplies fresh ingredients to the organic restaurant, Harvest & Wisdom. » Lush landscaping gives the property an “old Florida feel.” It is the perfect venue for outdoor weddings and retreats. Oak Creek, a brackish tidal creek that flows to the Imperial River runs directly through the center of the property. » Two of the only four Mysore fig trees in Southwest Florida are located on the grounds, and the property hosts the largest Mysore fig tree in the state of Florida. Recommended amenities include: » Bonita Springs, the community’s spring and namesake, is located on the property. This was once thought to be the original Fountain of Youth. » The Spa at Shangri-La Springs offers guests an all-organic experience featuring Yonka and Voya skin care products, unique massages and inspired body wraps. FRL A .org
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Hotel Croydon, Miami Beach
The Hotel Croydon dazzles with 104 guest rooms, including a sprawling penthouse with ocean views, banquet space, a concept store, gym, an outdoor pool, spa, and a rooftop sun deck with 360-degree views of the ocean and Miami Beach. The beach is only a 2-minute walk away. Dreamy Ocean Drive is 2.4 miles or a 10-minute drive away, and it features iconic beach views, cafe-style dining and art deco architecture. The on-site restaurant, The Tavern, serves a flavorful medley of fresh, zesty, crispy or succulent dishes hand picked by an award-winning chef.
Manhattan Tower, Ft. Lauderdale
Manhattan Tower, a boutique apartment hotel, is the opposite of the chain hotel experience. It is a small, intimate tropical respite from the hectic pace outside. Built as a corporate retreat in 1952, in the time of winged cars and midcentury modern architecture, it is located on the Intracoastal Waterway and has been updated to present-day standards but with an eye to retaining its special character and charm.
Epicurean Hotel, Tampa
Located in South Tampa’s Hyde Park, Epicurean Hotel features a culinary classroom, chef-driven signature dining, a rooftop bar, wine shop, full-service spa and an ice cream shop. This hotel is unique because » With its mission to “awaken appetites unknown,” Epicurean is Tampa’s only AAA Four-Diamond, food-focused hotel with a culinary legacy originating from Bern’s Steak House. Recommended amenities include: » Spa Evangeline with food and wine inspired treatments. » Epicurean Theatre, a 40-seat, stadium-style state-of-the-art culinary classroom with Wolf Sub-Zero appliances. » Edge Rooftop Cocktail Lounge features the spectacular views of the sunset and downtown Tampa. 28
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One Ocean, Jacksonville Beach
The Birchwood, St. Petersburg
The Birchwood Inn is a gorgeous boutique hotel located in the heart of downtown St. Petersburg. Its prime location makes it the perfect stay for city play on historic Beach Drive. The hotel is a perfect mix of classic meets modern. The 1920s-inspired decor makes for a cozy getaway while enjoying the lively downtown atmosphere. Local guests often enjoy the exciting cuisine found at their first-floor restaurant, Birch & Vine, along with delicious cocktails at their rooftop bar, Birchwood Canopy. The fourth floor is also home to the beautiful Grand Ballroom, where they host weddings, events and beyond! Recommended amenities include: » Charming claw-foot bathtubs and rainforest showerheads. » Homemade daily, complimentary breakfast buffet.
» Exclusive hotel guest discount in the award-winning restaurant, Birch & Vine.
Epicurean Hotel, Tampa
The Birchwood, St. Petersburg
Art Ovation Hotel, Sarasota
Shangri-La, Bonita Springs
Opal Grand Oceanfront Resort & Spa, Delray Beach
Manhattan Tower, Ft. Lauderdale
Hotel Croydon, Miami Beach
Baker’s Cay, Key Largo
Opal Grand Oceanfront Resort & Spa Delray Beach (Cover image)
Located steps from the ocean at the corner of Atlantic Avenue and A1A, Opal Grand Oceanfront Resort & Spa is a Four-Diamond member of the Opal Collection, a collection of distinctive, luxury resorts in the most sought-after locations in the U.S. This hotel is unique because » It is steps from the upscale boutiques, art galleries, chef-driven restaurants and the exciting nightlife that makes Atlantic Avenue the hottest spot in Delray Beach. Recommended amenities include: » Contemporary, coastal-inspired guest rooms and suites that are pet friendly. » Oceanfront pool and whirlpool. » Award-winning spa. FRL A .org
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The Lodging Labor Crisis: Then, Now and Beyond Needed changes in the industry
By PETER RICCI, EDD CHA, CHSE, CRME, CHIA, CHRM, HIFIA, CHBA, CHDM, DIRECTOR, HOSPITALITY & TOURISM MANAGEMENT, STEWART DISTINGUISHED PROFESSOR, FLORIDA ATLANTIC UNIVERSITY
THEN
First, we’ll start with the old news. Millions left the industry after feeling various levels of frustration during the pandemic. Many were disappointed about treatment during the pandemic, many realized other lines of work paid better and were more flexible, and many realized they had no health coverage. The mass exodus continues into 2022, yet, luckily, its pace has subsided. This is the “then” part of the story. Hotels across Florida are now paying wages for entry-level workers they could have never dreamed of just a few months or years back. And those are likely here to stay. The negativity on social media has somewhat subsided but the tarnished impact on the ability to hire across the lodging industry is here to stay for a long while. Indeed, hotel training programs of every level from certificate programs to associate, bachelor, master and doctoral programs have all faced a downturn in interest.
NOW
In Florida, we are amazingly lucky to have business levels to support and bring on these new hires, no matter what the financial implications. The business volume has kept us “alive,” so to speak, and reopened. In comparison to other locales and destinations, we are quite lucky in that event. This week, I had new hires at rates of $16 per hour, $18 per hour and $19 per hour, respectively, at three different lodging properties. The first in Orlando, the second in Sarasota, and the third in Fort Lauderdale. All of these hires are brand new to the industry with zero existing experience and all of them will be placed into the roles of front-desk agent. 30
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Again, this is now. It’s expected that these higher rates of pay will continue as employees spread the word on their environments and pay grades. Again, we are lucky to be open, busy in most areas of the state, and hiring with more ability to hire than we had in 2021. Individuals are not exiting the industry as rapidly, nor is there as much ill will being spread about working in hospitality, since our rates are increasing. Also, currently taking place, lodging companies far and wide are trying to outdo their peers with levels of attractiveness as places to work. Hilton announced free tuition for all of its corporate office employees, as well as all employees globally, at corporate-managed properties. Recent articles in almost every trade publication in lodging indicate ongoing discussions among owners, operators, general managers and CEOs about ways to improve four key areas: pay, work/life balance, benefits and overall culture. The American Hotel & Lodging Association (AHLA) and its fantastic leadership have developed career path websites and they are completing local “road show” activities across the country to, again, reinforce our industry as the place to be for an attractive career. And, of course, owners and operators are in the now trying to deal with these increases in wages and changes in staffing quality. By quality, I mean that many hotels now have a preponderance of new hires without extensive hospitality backgrounds or experience. These new hires are impacting service quality in the short run, but their open attitudes can also be considered refreshing to the weary road warriors of the pandemic.
BEYOND
The beyond is something I embrace with optimism and excitement. There is already a hotel operating in Ft. Myers that I consider in the “beyond” stage with free benefits to all employees: meals included, fair pay, ability to work flexible schedules for work/life balance and tuition reimbursement. And they continue to win awards within their franchisor — they are corporate-managed, but independentlyowned — and they continue to make the bottom line attractive for these independent owners. There is, indeed, a way to get there. The “beyond” will include better pay, better benefits, better work/life balance and better career pathing. All of this must occur with simultaneous return on investment for owners and operators. Through technology, creative leadership, can-do cultures and the like, we will reach this goal. This will occur not only here in Florida, but nationally and beyond our borders. It must occur in order for the lodging industry to remain resilient and profitable, ready for its next crisis, and a desired place to work. I envision a new work model with more three-day workweeks and more flexibility in managerial roles instead of the siloed departmental leadership of the past. I expect varied schedules across the hotels, moving away from the historic 7 a.m. to 3 p.m. and 3-11 p.m., it-only-happens-thisway style. We already see hotels offering on-site daycare, lifelong training and tuition reimbursement, personalized career consultations with leadership and more value in the human life experience of their employees, versus an operations focus. The beyond is bright. And our faculty and their diverse backgrounds in finance, revenue optimization, operations, marketing and law are here to work with any individual hotels, management companies, or ownership groups that wish to get to the beyond faster. Most importantly, our team is here to continue to educate the future leaders of our great industry by instilling the values of care, compassion, leadership and warmth. Our core lodging values remain the same then, now and beyond. FLORIDA RESTAUR ANT & LOD GING A S SO CIATION
FLORIDA ATLANTIC UNIVERSITY
HOSPITALITY and TOURISM MANAGEMENT
Teaching the BUSINESS of Hospitality and Tourism Degrees and Certificates offered face-to-face OR fully online “Mix and Match” educational formats for YOUR schedule
Offering the industry’s preferred BBA degree in hospitality and tourism management Ranked among the best 30 national programs by The Best Schools* One of the highest values and lowest costs in the country
All faculty members have extensive industry backgrounds Multiple CERTIFICATES also available:
Club Management, Casino Management, Hospitality and
Tourism Management, and/or Meetings and Events Management
The FAU College of Business is proud to be an accredited member of AACSB (The Association to Advance Collegiate Schools of Business) International, the premier accreditation agency for Schools of Business worldwide.
www.fau.edu/hospitality
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Unique Properties: The Alfond Inn
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he Alfond Inn is located just off Park Avenue in Winter Park, Florida, within a few minutes’ walk of Rollins College. With beautiful artwork and a lovely outdoor venue and dining area, it is a treasure that has been recognized by Conde Nast and as a AAA Four-Diamond property.
Please explain to readers about some of the features of your boutique hotel. The Alfond Inn at Rollins is a member of the Preferred Hotels & Resorts LVXSM collection. The award-winning Hamilton's Kitchen restaurant offers breakfast, lunch and dinner at the 112-room boutique hotel, which has a pool, fitness center and 10,000 square feet of flexible meeting and wedding space. It is located 15 minutes from downtown Orlando and 30 minutes from Walt Disney World and Orlando International Airport. Since the hotel opened in 2013, The Alfond Inn at Rollins has been more than a graceful luxury boutique hotel in the upscale setting of Winter Park. It quickly became a community centerpiece and a popular destination for dining, socializing, meetings and weddings. In fact, the demand has been so great that the hotel is expanding to address those increasing needs. The beautiful and imaginative extension of the hotel will include an additional 71 luxury guestrooms and suites. The expansion will include a new light-filled lobby cafe, a wellness spa and a second swimming pool. There will also be added meeting and function space. Many additional artworks from the Alfond 32
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Collection of Contemporary Art will be displayed in the new public spaces of the hotel addition. The project completion date is anticipated for summer of 2023.
Can you share with readers information about the partnership with Rollins College and the Inn? The Alfond Inn at Rollins is owned by Rollins College, a private coeducational liberal arts college in Winter Park, Florida. The hotel directs net operating income to the Alfond Scholars Program and has given away millions of dollars in full scholarships to Rollins College since 2013.
Please describe the Alfond Collection of Contemporary Art and the installation of much of the collection at the Inn. The property is distinguished as the only hotel in the United States that serves as the formal extension of an art museum. The Alfond Collection of Contemporary Art, from the nearby Rollins Museum of Art at Rollins College, is exhibited throughout the hotel on a rotating basis. The ever-growing collection of seminal works now includes nearly 500 artworks.
Jesse Martinez | General Manager
Main (407) 998-8090 Fax (407) 998-8091 Direct (407) 645-6600 The Alfond Inn at Rollins 300 E. New England Ave. Winter Park, FL 32789 www.thealfondinn.com
RECENT AWARDS & ACCOLADES
» U.S. News & World Report – Best Hotels in U.S. » U.S. News & World Report – Top 15 Hotels in Orlando/Walt Disney Resorts » Conde Nast Traveler – Readers’ Choice Awards: Top 10 Hotels in the U.S. » Conde Nast Traveler – Readers' Choice Awards: Best Hotels in Florida » Travel & Leisure – Best 100 Hotels in the World » Travel & Leisure – Top 15 Best City Hotels in the Continental U.S. » Travel & Leisure – Best Hotels in Florida » Tripadvisor – Best in Housekeeping » Tripadvisor – Travelers Choice Award FLORIDA RESTAUR ANT & LOD GING A S SO CIATION
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Tips for a Well-Run Company
Why Now is the Right Time to Consider Implementing an Environmental, Social and Governance Framework By JOE HOLMAN, PRINCIPAL AND ESG SERVICES PRACTICE LEADER, WITHUM
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s the hospitality industry is preparing for a full recovery, it is essential to understand the importance of paying attention to environmental, social and governance (ESG) concerns. Any well-run company looking to maximize enterprise value, looking to go public, seeking investment capital or even contemplating mergers and acquisitions activities, can benefit from implementing an ESG framework.
Attributes of a Well-Run Company: » Respectful of the environment. » Values its employees. » Promotes diversity. » Acts as a good corporate citizen. » Maintains strong corporate governance.
63% of companies saw positive findings on returns after ESG implementation. Good corporate citizenship and good governance qualities account for nearly 30% of corporate reputation.
70% plus of consumers
surveyed in multiple industries said they would pay a higher price for a green, sustainable product.
ESG Considerations: Energy Management Energy management best practices reduce operating expenses while minimizing environmental impacts. For example, a hotel powered by renewable energy may reduce price spikes while making the hotel more appealing to “green-minded” guests. Ecological Impact Hospitality businesses located near sensitive ecosystems, such as nature preserves or beaches, understand the problems caused by tourists' influx of traffic and waste. By protecting the local environment, hotels can make the travel destination more attractive, leading to increased hotel demand. Labor Practices Hotels and restaurants rely on their workforce to provide guests an enjoyable stay and as a key revenue driver. Businesses that prevent discriminatory practices and ensure fair wages can improve worker satisfaction and reduce turnover. Excess turnover can significantly influence a guest’s experience. Every company has its own set of ESG risks and opportunities. An ESG advisory services partner can help tell your sustainable story by identifying sustainable business models and sources of hidden risks, and create long-term value. Not only does ESG help make your company a better company, it can make for a better future for those who come after us. Withum is a forward-thinking, technology-driven advisory and accounting firm, committed to helping clients in the hospitality industry be more profitable, efficient and productive in the modern business landscape. For more information, visit www.withum.com FRL A .org
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Improve Your Online Reputation With INNsight By PAIGE BROWNELL, SEO LEAD, INNsight
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hotel’s online reputation is quickly becoming its most significant asset. Nearly 9 out of 10 consumers read reviews before deciding to book a hotel, according to Trustpilot in 2020. You may have relied on customer loyalty in the past; however, maintaining your reputation is extremely important to stay competitive and to increase your profit margins. Websites like TripAdvisor, Yelp, Google and other online travel agents, like Booking.com and Expedia, have made it incredibly easy for a guest to rate their recent stay. They have become widely acknowledged as the go-to sources for hotel rankings online, and hotels benefit from driving more online reviews as these platforms grow. In many ways, fairly or unfairly, review aggregator sites like Yelp and TripAdvisor have become authorities on a hotel’s quality. At INNsight, we are leveling the playing field and helping hotels take control of their online reputation. The most significant impact of our active online reputation management system is the rapid acceleration of rankings on online platforms. INNsight's Reputation Management System proactively manages the hotel’s reputation online with our intelligent software solutions and vital services that will earn your property more positive reviews as we actively manage negative and positive feedback. We ensure that your hotel is represented accurately online, and every guest review is handled with a strategic response. Our proficient content writers will respond to all reviews across major platforms, including TripAdvisor, Yelp, Google, Booking.com and Expedia, within 48 hours. Contact INNsight to increase your property's online reputation score and rankings to convince more customers to choose your business and drive more bookings. FLORIDA RESTAUR ANT & LOD GING
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It’s Time to Start Talking About Panic Buttons for the Hospitality Industry
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f the past few years have taught us anything about employee safety, it’s that we urgently need to update hospitality worker safety. One way to protect staffers is with panic buttons. Already-high employee turnover in restaurants may see a greater increase due to employee harassment and abuse. According to a survey of restaurant workers from Black Box Intelligence, one of the main reasons workers reported leaving the industry was due to emotional abuse and disrespect from customers and managers. Joblist reported that 58% of restaurant and hotel employees intend to quit their jobs by year end. But the news isn’t all bleak. Last summer one of the fastest growing employee safety device providers, Relay, shared survey results revealing that nearly
50% of hospitality workers would consider quitting their jobs for access to better, safer workplace communication technology. Want to keep your own staff happy? Upgrade their tech and help them feel safer. The hotel industry is evolving by requiring panic buttons to protect workers. Hopefully, the rest of the hospitality industry will follow suit. A new series of laws related to hotel staff safety are currently being rolled out around the nation. These panic-button mandates require hotels to provide panic buttons for worker safety. The mandate is meant to empower hospitality staffers who may find themselves in dangerous situations. With panic buttons easily accessible, an employee may use a panic button to summon help if they are in danger or if an emergency takes place in their presence.
As summer and business travel increases, restaurants, bars and hotels must commit to improving front line worker safety. Relay's panic button and indoor location tracking offer an easy and cost-effective solution that combines panic with the two-way communication that hospitality workers already use daily. Relay is establishing a benchmark for the next technological revolution that focuses on innovative, durable, and highly adaptive voice-first technology for the hospitality industry and beyond. Our vision is to empower teams of any size with technology that allows them to safely and quickly connect to the people and information they need to get their jobs done more efficiently.
Cirkwi
For on-location experiences
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ransform your lodging establishment into a truly-tourist destination to give more customer value! Very few lodging properties display what’s around their location, and this is what Cirkwi is all about. We all know that destination is the key, and on-location experiences are the reason why customers travel. As a fast-growing travel-tech company, Cirkwi offers digital touristic guides to the hospitality industry to attract, inspire, convert new customers and personalize guests’ journeys. Its marketing content tools help to promote the host's favorite places and experiences to save time for both hoteliers and their customers, as well as all practical information in the same app, all in one place. With its plug-and-play interface and low-lift integration, you will be able to create your very own free, customized and animated travel guides with content, pictures and maps, based on 3.5 million points of interest worldwide, in every language needed. You can then deploy these touristic guides in a few minutes throughout your digital ecosystem; social networks, emails, website, confirmation emails, travel documents, at the reception desk and in your guest rooms. To discover more about this offer, their 40,000 destinations in 80 countries, and create your guide, simply scan the QR code in this article.
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Souvenirs are Serious Business Hospitality Retail Nailah Nash is Director of Retail Shops at The Ritz-Carlton Amelia Island. With a background in retail at J. Crew and Saks Fifth Avenue, Nailah comes to the hospitality industry with a unique approach to adding more to your bottom line.
Q. Nailah, your path is quite unique. How did you get into this field? A. The appreciation of beautiful items and
As fortune would have it, I was soon extended the opportunity to merge my love for travel and beautiful spaces with my love of fashion, design and retail operations. This was truly a dream come true. The fit could beautiful, inspiring spaces have always been not have been better, because as I researched passions of mine. For those that know me and benchmarked companies with best-inwell, it is no surprise that my career took class service, The Ritz-Carlton was always me in the direction of fashion, the retail my favorite. Our brand is known for bestbusiness and hospitality. Although these may in-class service and our ladies and gentlemen seem like an unlikely combination, I have are titans of the industry and masters of been fortunate enough to combine these their craft. It has been truly amazing to passions into a career that challenges and integrate high end retail into this inspires me daily. environment. The guest is always My career began in the As fortune would excited to experience the best corporate world. I worked have it, I was of both worlds. These are truly for a large information soon extended unique shopping experiences technology company as a the opportunity that you will not find elsewhere. Business Analyst and learned to merge my During my time with The Ritzso much. I absorbed the love for travel Carlton, I have been fortunate to principles of dedication work with an amazing hotel and beautiful and seeing a project manager and two great general spaces with my through from concept to managers that see my vision for love of fashion, daily execution. This time building luxury retail within design and retail was invaluable as it is the hotel spaces. These gentlemen operations. foundation of my career. have taught me the business of This was truly a I had never considered hotels. During my seven years dream come true. a career in retail. Although with The Ritz-Carlton my shopping was certainly a team and I have redesigned our hobby of mine, I never retail offerings. We have developed strategic thought that I could make that my new partnerships with several popular brands career. I had a wonderful mentor who who now have stores within our hotel. We encouraged me to join the industry and saw opportunities to take underused meeting helped me quickly develop from a part-time space and recreate them into revenue associate to a leader who developed teams and generating guest experiences. We work to opened new department stores. Although this continuously provide a new experience for path was not my first choice out of college, I the guest. Part of that experience is ensuring loved it. I felt excited and inspired about my that we always have lovely items for the guests to enjoy and take home with them. contribution each day.
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Q. Explain to readers about the company you started to support the hospitality industry. A. Nash Luxury Group was born out of
the need and request for more retail support within the hospitality industry. Every hotel and resort should have a retail offering of some sort for guests. Travel and shopping are a great fit and a good source of additional cash flow. For that reason, I have pulled together a team of experts that support owners and general managers to integrate retail offerings into hotels and restaurants.
Q. Hotels typically focus on rooms, food and beverage and recreation. Why retail? A. Travel and dining are all about the
unique experiences and memories that one can bring home with them. Those special memories will last for a lifetime and sometimes for generations. For that reason, souvenirs and gifts for loved ones from the destination have always been a natural combination.
Q. What do you love most about being a retailer? A. All levels of creating retail purchasing
plans and operations are my passion from store design, product design and strategic vendor partnerships to guidance with store operation. With over 20 years in the industry, I envision strategic ways to include gift shopping in hotel lobbies, spas or restaurants. These additional spaces can be a powerful addition to the guest experience as well as the bottom line of the overall profit. FLORIDA RESTAUR ANT & LOD GING
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Human Trafficking Awareness Training
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uman trafficking is a reality in every state in our nation, and Florida is no exception. The Association has committed to educating members as well as others within the hospitality industry about the dangers of human trafficking.
Mandated Human Trafficking Awareness Training
In 2019, the Florida Legislature passed, and Governor Ron DeSantis signed into law new human trafficking legislation affecting lodging operators. Section 509.096, Florida statutes, includes mandatory annual human trafficking awareness training for lodging employees who perform housekeeping duties or work at the front desk or reception areas. The Department of Business and Professional Regulation’s industry bulletin can be found here.
Compliance Checklist
This is abbreviated guidance for convenience. The governing statute in full can be found here.
» Covered lodging properties must implement a procedure to report suspected human trafficking to the National Human Trafficking Hotline at 1-888-373-7888 or local law enforcement, and they must post prescribed signage in employee areas regarding the Hotline. » Covered employees must complete DBPR-approved training by January 1, 2021 or within 60 days of hire, whichever is later, and annually thereafter. » Provide annual training regarding human trafficking awareness to employees of the establishment who perform housekeeping duties in the rental units or who work at the front desk or reception area where guests ordinarily check in or check out. » Covered lodging properties must keep on file the signed and dated acknowledgement of every covered employee that they received the training. These acknowledgements must be made available
to DBPR upon inspection. Note: DBPR fines are $2,000 per day for public lodging establishments not in compliance with Section 509.096, Florida Statutes. » For FRLA’s DBPR-approved online training in English and Spanish, click here.
Training
FRLA has partnered with subject matter experts to create a low-cost, DBPRapproved online training course designed to help hoteliers, restaurateurs, and their staff: » Recognize the signs of human trafficking. » Learn best practices to protect victims and businesses. » Promote anti-trafficking awareness. We also offer instructor-led training for a small fee, and FRLA hotel members can request a hotel training kit to lead their own in-house training. CLICK HERE TO ACCESS THE ONLINE COURSE, AVAILABLE IN BOTH ENGLISH AND SPANISH.
HUMAN TRAFFICKING FRLA’s course will help you and your staff: • Recognize the signs of human trafficking • Learn best practices to protect victims and businesses • Promote anti-trafficking awareness
Order online at StopHumanTraffickingFL.com | Call today 888-524-2118 36
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The Ingredients in a PostPandemic Restaurant Scene Tech solutions to service issues
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ast year, COVID-19 swept across the nation, leaving the restaurant industry battered and forcing more than 100,000 food businesses to close their doors for good. Twenty-four months on, as Americans leave the comforts of home delivery in search of dine-in experiences, do restaurants have the necessary ingredients to meet guests’ post-pandemic expectations? The businesses lucky enough to have survived the COVID-19 crisis are now faced with another challenge: having enough staff to cater to hungry and demanding diners. Staff shortages are rippling across the industry, driving up top-line costs and affecting service quality. Resilient as ever, restaurants are coming up with creative ways to attract talent, from offering hefty incentives for referrals to hiring on-demand workers. While these tactics have the merit of facilitating new hires, they do not address the underlying problem: retaining staff for the long term and preventing future FRL A .org
shortages. Between the difficult hours and wage uncertainty from tips, in today’s world, restaurant staff need a good reason to come back and to stick around. Earlier this year, Sunday launched across America with its pay-at-table solution, designed to reward restaurants, all while catering to the needs of today’s discerning customers. With QR codes on each table, diners can pay in as little as 10 seconds, have the flexibility to split the bill among friends and leave a tip with the touch of a button. Despite digitizing the payment process, restaurants using Sunday have seen huge improvements in service quality, as waiters have more time to spend alongside guests. This explains why signed-up restaurants include both fine dining and fast casual venues, and why those using Sunday are seeing tips increase by up to 30%. With quite a few mobile payment solutions on the market, Sunday's sophisticated
interface, built by restaurateurs with both staff and the end user in mind, stands out. The use of tech in the food space was no doubt accelerated by COVID-19, but its adoption and evolution are likely to continue in the post-pandemic era. After months of relying on mobile ordering, be it for groceries, clothing or food delivery, Americans will continue to expect the same level of convenience and control across other transactions. In fact, almost a third of diners now say they would choose a restaurant that offers mobile payment services over one that does not. And this is not just limited to payments. Paperless menus, ushered in to limit unnecessary contact, are likely to become a permanent feature along with the use of online reservation platforms. Patience is a virtue many of us no longer have, and waiting in line, even for the city’s best restaurant, is no longer a price worth paying. FLORIDA RESTAUR ANT & LOD GING
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ShareAble for Hires
Pitfalls to avoid for small business employee background checks
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ike many small business owners, you might need to add staff and do so quickly. Crunched for time, you might consider skipping important applicant-vetting steps or rely on your gut to make decisions. Can your instinct really be trusted, though? According to Glassdoor, using a good screening process can improve the quality of hires by 70%. To ensure that you vet applicants appropriately, we’ve shared three background screening pitfalls:
1. Performing DIY Screening to Save Money You might be tempted to rely on online searches and social media to vet applicants, but that information may not be accurate in order to make good hiring decisions. Spending a small amount of money with a legitimate screening service is better than potentially spending thousands on a lawsuit.
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2. Failing to Follow FCRA Regulations
Complying with FCRA regulations is a must when you conduct background checks. You must ensure that your background screening processes don’t violate a job candidate’s rights.
3. Neglecting to Screen All Applicants
Employers who fail to screen temporary employees, part-time workers or even interns, may put their organization at risk. Every new hire should be vetted to help protect your small business, customers and employees. Get Background Checks with ShareAble for Hires. With TransUnion ShareAble, you get identity, criminal and credit reports in just minutes. Armed with critical information, you can make a more informed decision and hire on-thespot. ShareAble for Hires — sign-up now, reports now, hire now.
FLORIDA RESTAUR ANT & LOD GING A S SO CIATION
2022 FRLA CORPORATE EVENTS SUMMER BOARD MEETING
XXXX XXXX
HOSPITALITY STARS OF THE INDUSTRY CELEBRATION
MAY 31- JUNE 2, 2022 Loews Miami Beach Hotel, Miami Beach, FL.
NOVEMBER 2, 2022 Caribe Royale, Orlando, FL.
OPERATIONS + MARKETING SUMMIT
FLORIDA RESTAURANT & LODGING SHOW
AUGUST 17-18, 2022 Seminole Hard Rock Hotel & Casino, Hollywood, FL.
NOVEMBER 2-3, 2022 Caribe Royale, Orlando, FL.
BOB LEONARD GOLF CLASSIC
OCTOBER 6, 2022 ChampionsGate Golf Club, Orlando, FL.
ChampionsGate Golf Club, Orlando
FALL BOARD MEETING
NOVEMBER 1-2, 2022 Caribe Royale, Orlando, FL.
G N I N R A W OLIC ALCOH YOUR AD TO REVOKED. LE N OR N CA LATIO NDED ED VIO ING SUSPE E RELAT OHOL E LICENSE B LC A E AG ON BEVER
Protect your license with alcohol compliance training! IMPORTANT! If you serve a minor, you can go to jail for up to 60 days and be fined $500! Remember your training! To protect your liquor license, and be in compliance with the Florida Responsible Vendor Act, make sure your staff: 1. 2. 3. 4. 5.
Checks the ID of anyone who looks younger than 30 Ensures the birthday on the ID is on or before today’s date 2020 Asks a manager if they have any questions or concerns about an ID’s validity Does not serve an empty seat or multiple drinks to one person Knows they have the right to refuse service if they are not sure the drinker is 21
CONTACT FRLA’S RCS TRAINING TODAY FOR A FREE TRAINING CONSULTATION
rcstraining.com • 800-537-9863 • facebook.com/FRLARCSTraining
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4 Myths About the Virtual Care Experience
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ealthcare is personal and demands an experience that fits the expectations and preferences of the people who use it. Your virtual care solution should be no different. Teladoc Health offers 24/7 access to low-cost, high-quality doctor visits for a broad range of care concerns through a convenient, consumer-friendly platform. Our proprietary, tech-enabled solutions and devices ease healthcare communication, collaboration and access for consumers, care providers and organizations.
Myth #1: In-app messaging alone will provide members with access to high-quality care. Consumers expect convenience. But, when it comes to healthcare, convenience must be balanced with clinical quality. Teladoc Health follows clinical guidelines to determine the best modality for a visit — whether video, phone, in-app messaging or web-based. Pro tip — a clinician’s ability to see and hear members in real time may reveal physical symptoms that would otherwise go undetected, leading to faster resolution times. » 92% of our cases are resolved after the first call. » 100,000 in-app patient messages currently being responded to by Teladoc Health clinicians. » 40-plus languages available to members through integrated interpretation services.
Myth #2: Virtual care is best suited for urgent care needs. Teladoc Health offers a full spectrum of care — not only when people are sick, but also as part of their efforts to manage chronic conditions like diabetes, hypertension and mental health challenges. Integrated and intuitive, our whole-person approach provides longitudinal relationships with providers who can help members stay on track with their health and well-being goals. Pro tip — a single virtual care platform lowers the barriers of entry for member adoption and engagement, while extending access to care. » Over 20% of chronic care members are enrolled in more than one program. » 450 medical subspecialties offered to our members. » 40% of members get their initial diagnosis of hypertension or prehypertension through one of our virtual visits.
Myth #3: Simultaneously treating multiple members is the best way to scale. Maintaining high-quality virtual care at scale is a challenge. Instead of juggling multiple cases at once to keep up with demand, Teladoc Health built a deep medical group to augment existing health plan networks. This way, we ensure that every member has access to dedicated quality care whenever they need it. Our virtual care platform leverages artificial intelligence and deep-learning technology to assist providers and make every interaction feel personalized, timely and actionable. Pro tip — the Teladoc Health Medical Group is large enough to dedicate the time needed to focus on each member, while consistently delivering high-quality care. » 70 million members around the world. » 7,000-plus clinicians in our network. » 10.5 million medical visits delivered in 2020. » 100-plus clinical guidelines for practicing virtual care.
Myth #4: Virtual primary care is simply a series of one-off urgent care visits. Like any primary care model, virtual primary care relies on building longitudinal doctorpatient relationships. Pairing members with a different provider for every visit makes it difficult to provide a unified, whole-person experience, track care plans and guide members through their care journey. A true primary care program provides a dedicated team — including care providers, health coaches and administrators — for a more coordinated and informed care experience Pro tip — blood pressure monitors, digital thermometers and other devices make it easier for our members to securely share biometric data with their care team. » 54-minute average length of new-patient visits. » 46% of follow-up visits were for managing chronic conditions. » 98% member satisfaction. » First in Consumer Satisfaction by J.D. Power 2021 Telehealth Study.
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Tips for Employers:
Recruitment and Retention in the Wake of the Pandemic By ANGELO M. FILIPPI, ESQ.
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he COVID-19 pandemic has profoundly impacted the lodging and hospitality industry, especially when it comes to recruitment and retention of employees. From “stay-at-home” orders to mask and vaccine mandates and school closures, the past two years have been a rollercoaster ride. The pandemic has also shed light on the vulnerability of companies whose business relies on social gatherings, with many companies forced to close their doors or lay off workers early in the pandemic. As COVID-19 vaccines became accessible and case numbers declined, consumer confidence rose and guests started to fill up hotels and restaurants, causing employers to look for workers again. However, finding workers in the wake of the pandemic has not been easy. Hospitality workers have been hesitant to return to the workplace, an inherently consumer-filled environment. Further, workers do not want to put themselves in the same vulnerable position of potentially losing their livelihood the next time there is an uptick of cases. As a result, many individuals went to work in other industries or relocated to less “risky” areas. The spread of the omicron variant has caused a recent surge in COVID-19 cases, especially in South Florida. Workers, in general, are legitimately getting sick or are fearful of being exposed to the virus. Over the holiday season, many consumers had a different experience in their hotel stays or restaurant outings, than what they were accustomed to pre-pandemic, after witnessing the labor shortages firs hand. As a result of these less than ideal experiences, some may be deterred from traveling or dining out in the future. As we learn to navigate through the many new challenges and obstacles in the wake of this version of the pandemic, business owners and managers must continue to learn to adapt in order to remain successful and consider incentives to attract and retain top talent.
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My thoughts and recommendations around recruitment and retention are as follows: Safety first. The safety of your employees should be a top priority. Prioritizing their safety, as well as the safety of your customers, will make potential and existing employees feel more comfortable working for your business. Compensation. Make the compensation opportunity so attractive that potential employees would consider the risky hospitality job over a less risky job outside of hospitality. This also serves as an incentive for your current employees to stay. Transparency. Provide transparency with things like the company’s stance on masks, vaccines and testing. Also, be upfront about company expectations, policies and procedures. Employees are leaving because they are told one thing at the interview phase and then discover another upon working for the company. Be kind. Workers are putting themselves at greater risk working in the hospitality setting and are dealing with some not-so-nice customers. The least you can do is have management be nice to its workers. Word will travel. Employers should also be understanding and mindful of — and plan for — employees with parental responsibilities and whose children are experiencing school and childcare shutdowns throughout the country. Compliance. Offering safety and comfort, and remaining compliant, can go a long way towards recruitment and retention. Workers are leaving hospitality jobs due to unsafe and noncompliant working conditions. Stay in close contact with counsel to assist you with everything you need to know and do to remain in compliance in 2022. Angelo M. Filippi, Esq. is a Partner and Business Unit Leader at Kelley Kronenberg, focusing his practice on labor and employment law. Kelley Kronenberg is a multi-practice business law firm serving public and private companies of all sizes in various industries, including small businesses and individuals nationwide. To learn more about employee recruitment or retention contact Angelo at afilippi@kklaw.com. DISCLAIMER: This article is provided as a courtesy and is intended for the general information of the matters discussed above and should not be relied upon as legal advice. Always seek competent legal counsel. FLORIDA RESTAUR ANT & LOD GING
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HR Tips: Ways to Effectively Manage HR Responsibilities
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he workplace is full of complexity and many of those complexities are managed by the human resources department. Sometimes, the HR department is a team of people with deep expertise, but often it’s one person who wears many hats in the organization and has no formal HR training. If your HR department looks more like the latter, and you could use a little help keeping it all together, read on for our three HR tips for managing your payroll, hiring, employees and more.
1. Inventory who is doing what within human resources Because HR covers so many different tasks, those tasks are often assigned to different people in the organization. It’s common for owners, managers and operations personnel to have a hand in HR, whether or not the organization has a dedicated HR person. But with HR responsibilities spread out, it may not be clear who’s doing what, and that uncertainty can add to the stress felt by whoever oversees the organization’s HR. Important HR functions risk being neglected and problems may go unnoticed or unresolved. In order to effectively manage your HR, you need to identify what’s currently being done and who’s doing it. For example, who ensures that your policies and practices meet legal requirements? Who makes internal decisions about pay, benefits and recruitment? Where do employees go to resolve conflicts or report harassment? Who conducts terminations? Who writes policies? Where do the people doing HR go if they have questions or concerns? It’s not a problem if your HR responsibilities are spread out among multiple people. In fact, we recommend it — more on that below — but with multiple people involved, it’s essential to verify that everything that needs to be done is being done. Once you have a clear picture of your HR functions, you’re in a better position to assess whether those functions are being done well.
2. Require your managers to handle more human resources issues There’s no way that HR can be involved in every employee relations issue, especially on those days when you’re putting out fires. When HR practitioners spend most of their time responding to problems, they’re not able to invest their time and energy in proactive HR solutions. When business owners get bogged down addressing employee issues, they’re not able to devote as much time to growing the business. Both inhouse HR professionals and business owners can, and should, delegate some HR responsibilities to management. 42
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Managers should feel comfortable giving feedback, offering praise, providing direction, disciplining poor performers, addressing certain behavioral problems and resolving conflicts. Not every employee issue needs to be escalated up the chain of command or be placed on the desk of the HR department. If managers — who are usually closer to the situation and better equipped to respond to it quickly and effectively — can handle the smaller, more frequent employee issues that arise, then owners and dedicated HR staff will have more time to tackle larger projects and more bandwidth to respond appropriately to emergencies. If managers don’t have the knowledge and skills to take on certain HR responsibilities, consider additional training.
3. Talk to other human resource professionals Sometimes, it feels good to talk to people who can relate to what you’re going through. It can be lonely being a small business owner or solo HR practitioner. There may not be someone else in the workplace who fully understands what you’re experiencing, and even if there are people who would understand, you may not be able to open up to them
because so many matters are confidential or sensitive. It can also feel like your situation is so unique that no one could possibly understand. If you know other organizational leaders in HR, or have access to online networks of fellow HR professionals, you’ll likely find value in striking up a conversation. One of the best things about the world of HR is that the people who practice it are eager to listen and happy to share what worked or didn’t work for them. If nothing else, you’ll see that you’re not alone and that your HR issues aren’t really that unique. That alone can bring peace of mind and give you the confidence to tackle each new day’s HR responsibilities. Heartland is the point-of-sale, payments and payroll solution of choice for entrepreneurs that need human-centered technology to sell more, keep customers coming back, and spend less time in the back office. Nearly 1 million businesses trust us to guide them through market changes and technology challenges so they can stay competitive and focus on building remarkable businesses instead of managing the daily grind. Learn more at www.heartland.us
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POST YOUR OPEN HOSPITALITY JOBS TODAY! FR E E T O F RL A MEM BERS RE HE AN T SC GE ! TO ED T AR ST
1. C LI C K O N THE ' EMP LOY E R PA NE L' LO CAT E D A T T HE TO P R IG HT CO R NER . 2 . R EG I ST ER FO R A F RE E T O ME M BER S A C CO UN T . 3. B EGI N P OST IN G J OBS !
FRL A .org
FLORIDA RESTAUR ANT & LOD GING
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T W O - FA C T O R A U T H E N T I C AT I O N
It Is a Fact, You Need Two-Factor Authentication
By BLAKE DOWLING
C
yber criminals and cybercrime cost our world about $6 trillion last year. This figure is calculated in ransoms paid, destruction of data, lost productivity, stolen money, theft of property and several other criteria. The hospitality industry faces unique challenges to their cyber security. If you have not done a comprehensive review of your cyber security, now is the time. What is two-factor authentication — or multi-factor authentication, or 2FA as it is often referred to? 2FA is a digital process where a user is granted access to a website, network or application after completing a process involving that platform and then a separate authentication device. The most common example you have probably seen is with your bank. Have you logged into your bank account and then they send a code to your phone which you then enter along with your password to gain access? That is 2FA. The financial sector adopted this approach early and the hospitality industry is still playing catch-up. 2FA was said to have been invented and first made available by the RSA Company in 1986 with a key fob being the authentication tool. In 2010 Google launched 2FA to combat China attacking Gmail accounts. Other companies like Twitter and Dropbox soon followed. Why are these companies doing this? We live in a world of breaches in which passwords are stolen and then sold on the dark web every day. Breaches like the Equifax one years ago put millions of our passwords out there. If a hacker buys your social media account’s password — that you have never changed even though your IT person reminds you to — they log in as you and they are off
to the races posting links as you with ransomware or other malware, or worse, on your page. If you have 2FA when that login happens you get a notice on your phone that says something like “there is a user attempting to log in, do you accept, yes or no?” If it is you, you click yes. If you are sitting on the beach and it is not you, you click no and a hack has just been stopped in its tracks. Some situations that can cause problems would be providing free Wi-Fi to clients. Make sure that network is segmented and is password protected, so there are no loopholes into the network to access credit cards and other confidential information. Make sure you have an enterprise level firewall at your location and deploy features like Geo-IP filtering, blocking non-U.S. IP addresses. This will become even more important with the war in Ukraine as Russia ramps up their cyberattacks on our nation in response to sanctions from the West. Do you own cyber insurance? Have redundant backups? These are all part of the cyber security bundle and the questions you must answer to protect your business. Most importantly, do you have two factor authentication deployed? 2FA also assists with preventing other cybercrime like phishing, key logging and brute force attacks, securing your login information from hackers that are looking to exploit weak or stolen credentials. 2FA alone will not stop hackers but used in conjunction with the other tools mentioned it could be the added advanced threat protection that stops your brand from being another headline involving a breach, hack or other cyber incident. It is just a matter of time until a cyber attack lands on your door if it has not already, that is a fact. Will you be ready?
Blake Dowling is the CEO of Aegis Business Technologies in Tallahassee, Florida, the author of the book Professionally Distanced, and the host of the Biz & Tech Podcast. His tech columns are also published at FloridaPolitics.com and the Tallahassee Democrat. He can be reached at dowlingb@aegisbiztech.com Professionally Distanced: All Access stories from a Florida business during the 2020 pandemic: Dowling, Blake H., Block, Ken: 9798507600595: Amazon.com: Books 44
SPRING 2022
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FLORIDA RESTAUR ANT & LOD GING
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H O S P I TA L I T Y H A P P E N I N G S
We are proud to highlight the latest happenings in hospitality. This section is designed to serve as an update on our industry and provide a snapshot of what we’re accomplishing together. If you would like to share something significant that’s happening in your area, feel free to submit your story to editor@frla.org.
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2
3 4
5 6 1. Tallahassee Chapter’s Bust-A-Clay 2022 winners 2. Pinellas Board 3. Saltwater Restaurant Group Winner 4. Space Coast 2022 Board Installation 5. Attendees from Prospects Five Points celebrating with their nominee 6. FRLA Broward Feb 2022 networking mixer, Host and Industry Fans 7. President's Award Brian Finn and Rhonda Allwine, Courtyard Amelia Island 8. Governor DeSantis spoke to a group at Dover Farm during the 2022 Legislative Session 9. Tina Amidon, Roger Amidon, Tony Davenport, Frank Eucalitto, Nick Velardo, Jodi Cross and Bill Horn at the monthly mixer at The Seagate in Delray Beach 10. Welcoming new Airline to Sarasota/ Bradenton along with CVB Director, USF Hospitality Deans, and FRLA Regional Director Dannette Lynch 48
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7 FLORIDA RESTAUR ANT & LOD GING A S SO CIATION
H O S P I TA L I T Y H A P P E N I N G S / A L A C A R T E
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DiamondRock Hospitality Supports the Coral Restoration Foundation Working together to protect the reefs
M
embers of the DiamondRock Hospitality executive leadership team presented a $5,000 check to Coral Restoration Foundation™ (CRF™) on Friday, Feb. 11, 2022 from proceeds of a special “‘Tis the SeaSon” package that ran from November 2021 through January 2022 at Margaritaville Beach House, Key West. For each overnight stay, the resort made a $10 donation to the Foundation, with a matching contribution from DiamondRock Hospitality. “It’s an honor to support the Foundation, which works to protect and restore one of the area’s most treasured assets,” stated DiamondRock Chief Operating Officer, Tom Healy. A nonprofit marine conservation organization, CRF™, is dedicated to restoring reefs to a healthy state in Florida and globally. Through large-scale cultivation, outplanting and monitoring of genetically diverse corals, CRF™ works to support the reefs’ natural recovery processes. CRF™ engages and empowers others in its mission with dive programs, educational activities, scientific collaborations and community outreach.
FRL A .org
From L to R: John Cassell, Asset Manager for Margaritaville Beach House Key West, DiamondRock Hospitality; Tom Healy, Chief Operating Officer, DiamondRock Hospitality; Bailey Thomasson, Restoration Project Coordinator, Coral Restoration Foundation™; Jeremy DaSilva, General Manager, Margaritaville Beach House Key West FLORIDA RESTAUR ANT & LOD GING
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A LA CARTE
Welcome Summer Hall to the RCS Training team!
S
FRLA welcomes Adam Hebenthal, Director of Operations, RCS Training
ummer Hall has recently joined RCS Training, succeeding Christy Crump and Caitie Higginbotham, as Regional Manager for the Destin to Panama City market. She comes to us with over 20 years in hospitality. Starting as an hourly with a large multi-unit restaurant chain, Summer worked her way up the ranks culminating in 14 years of experience as Food and Beverage Director for the Emerald Grande at HarborWalk Village in Destin, where she also oversaw concierge and retail operations. To round out a great fit with RCS, she has also served as a public school teacher. Summer holds a Bachelor of Science in social studies education from Florida State University — go Noles! — and lives in Mary Esther. Welcome to the team Summer!
Make-A-Wish
M
ake-A-Wish Central and Northern Florida grants wishes to children battling critical illnesses. A wish inspires hope and strength in children in a time when they need it most. Extraordinary things happen to very sick children when they are given permission to dream about something beyond their grasp. A wish experience can help give back what childhood illness takes away. It can help a child forget about being sick, remember how to be a kid again and 50
SPRING 2022
P
lease welcome Adam Hebenthal as the newest member of the education and training team! Adam joins us as Director of Operations for RCS Training replacing Cristy Crump. Adam comes to us with over 19 years at the Florida Institute of Certified Public Accountants, the trade association for Florida CPAs. For more than 15 of those years he oversaw production of continuing education and training programs, from concept and budget preparation to delivery completion. He is familiar with all phases of the training development and delivery cycle: strategy, content, business objectives, marketing and, ultimately, building effective and relevant course content to align with industry requirements. Adam holds a Bachelor of Science degree in accounting and finance from Florida State, and looks forward to meeting our team and applying his deep expertise to a new industry.
inspire a sense of normalcy back in their family and hope for the future. For every wish granted, there are three more children with critical illnesses whose wishes need your financial support. Volunteers, donors and businesses contribute their time, talent and treasure to help us achieve our mission. Together, we create life-changing wishes for children with critical illnesses. For more information on how you can help support the Make-A-Wish mission and help grant wishes, visit their website at https://wish.org/cnfl or call the chapter office at 407-622-4673. FLORIDA RESTAUR ANT & LOD GING A S SO CIATION
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F R L A E D U C AT I O N A L F O U N D AT I O N
More than $1 Million in Scholarships Offered for Florida High School Students in Annual Hospitality Competitions
I
n March, more than 300 Florida high school students from 45 schools competed in the statewide annual Florida Restaurant & Lodging Association Educational Foundation (FRLAEF), Hospitality & Tourism Management Program (HTMP) and ProStart Culinary Competition Events. This year marked the 21st year for the ProStart competition and the 18th year for the HTMP event; Florida is the only state to host a statewide competition for the HTMP program. ProStart students competed in categories including Culinary, Management, Edible Centerpiece and Waiter’s Relay. At the Salute to Excellence Award ceremony, students were awarded for their respective competition categories. They also received scholarships from the FRLAEF and event sponsors including the World Equestrian Center, National Restaurant Association Education Foundation, Keiser University Center for Culinary Arts, University of Central Florida Rosen College of Hospitality Management, American Culinary Federation, Ecolab and Disney Culinary. Winners will advance to the national ProStart Invitational in Washington, D.C., which is hosted by the National Restaurant Association in May.
HTMP students competed in categories including Hotel Operations, Hospitality Project and the Knowledge Bowl, and were also awarded scholarships from the FRLAEF. “Despite not having these competitions last year due to COVID, this year’s junior and senior year students rose to the challenge, especially given the fact none had competed before,” said Laura Rumer, Director of the FRLAEF. “Both the HTMP and ProStart competitions featured opportunities for our students to demonstrate their talents for both the hotel and restaurant sides of the hospitality industry. It is such a thrill to watch them in action, and we cannot wait to do it again next year!” “We are so proud of these talented high school students who show incredible promise for a future in the best industry in Florida — hospitality,” said Carol Dover, President and CEO of the FRLA. “While we have always encouraged participation in the HTMP and ProStart programs, now more than ever, it is critical that we support and invest in our youth who will be the future of this great industry. Congratulations to these outstanding young men and women and to their instructors who devote so much time to their training.”
21st ANNUAL FLORIDA PROSTART COMPETITION WINNERS:
Chelsea Herndon Rosen College at UCF Management Competition
Overall Winners 1st Place: Strawberry Crest High School (Dover) 2nd Place: Wekiva High School (Apopka) 3rd Place: JP Taravella High School (Coral Springs) 4th Place: Steinbrenner High School (Lutz) 5th Place: Hialeah High School (Hialeah)
Keiser University Culinary Competition 1st Place: Strawberry Crest High School (Dover); Madison Jones, Jenna Mayo, Julian Alvarado, Eryhka Allbritton, Abigail Hemphill; Instructor Paul Bonanno 2nd Place: Martin County High School (Stuart); Lily Tax, Paige Williams, Sophia Poirier, Georgia Poirier, Dominic Padovano; Instructor Shaun Southwick 3rd Place: JP Taravella High School (Coral Springs); Lexi Gonzalez, Jordan Edwy, Gabriela Franco, Eric Lin; Instructor Scott Goodman 4th Place: John A. Ferguson High School (Miami); Julio Gonzalez, Kayla Mejia, Andres Ramirez, Briana Font, Piero Callirgos; Instructors Janett Toledo, Jorge Garcia, Jebel Cordoba 5th Place: Bethlehem High School (Bonifay); Avery Acreman, Zoie Miller, Jacob Tate, Jasmine Staggs, Journey Simpson; Instructor 52
SPRING 2022
1st Place: Hialeah High School (Hialeah); Vanessa Martinez, Maylet Perez, Jaden Sandoval, Kiana Yee; Instructor Kathy Gonzalez 2nd Place: Strawberry Crest High School (Dover); Emily Hobbs, Katie Benson, Hayden Hott, Caitlyn Allman, Emma Langston; Instructor Paul Bonanno 3rd Place: JP Taravella High School (Coral Springs); Makayla Boudreau, Brian Huang; Instructor Scott Goodman 4th Place: John A. Ferguson High School (Miami); Teresa Kinard, Genesis Romero, Kayla Quintero; Instructors Janett Toledo, Jorge Garcia, Jebel Cordoba 5th Place: Wekiva High School (Apopka); Kaamla Bernard, Jonah Thompson, Emily Esposito; Instructor Christopher Bates
World Equestrian Center Edible Centerpiece Competition 1st Place: Isabel Nunez, Bayside High School (Palm Bay) 2nd Place: Judah Meyers, Wekiva High School (Apopka) 3rd Place: Payton Miller, Steinbrenner High School (Lutz) 4th Place: Emilee Hill, Sandalwood High School (Jacksonville) 5th Place: Valerie Barcenas, Stoneman Douglas High School (Parkland) FLORIDA RESTAUR ANT & LOD GING A S SO CIATION
Waiter’s Relay Competition 1st Place: Wekiva High School (Apopka); Danny Ha, Josean Vargas, Derrick Ramjit; Instructor Christopher Bates 2nd Place: Steinbrenner High School (Lutz); Miranda Drake, Isabella Goldstein, Sophie Lopez; Instructor Cheryl White 3rd Place: St. Lucie West Centennial High School (Port St. Lucie); Joshua Curtis, Justin Meyer, Rodolpho Segura; Instructor Calvin Lewis 4th Place: Northeast High School (St. Petersburg); Khalid Jackson, Jacob Williams, Curtis Johnson; Instructor Curtis Serata 5th Place: Durant High School (Plant City); Audrey Nelson, Kate Hodnett, Gabrielle Eaton; Instructor Guy Hermis ProStart is a nationwide high school career program educating nearly 150,000 Florida students in culinary arts and restaurant management skills. ProStart’s industry-driven curriculum provides real-world educational opportunities and sets a high standard of excellence for the industry’s next generation of leaders. Yearly, students compete on state and nation-wide levels to showcase skills learned in their classroom kitchens.
18th ANNUAL HTMP COMPETITION WINNERS: Overall Winners 1st Place: Robert Morgan Educational Center (Miami) 2nd Place: Forest Hill High School (West Palm Beach) 3rd Place: Cooper City High School (Cooper City)
Hotel Operations Competition 1st Place: Cooper City High School (Cooper City); Ashley Parrish, Adriana Correa, Mia Fraino; Instructor Vicky Gambino Edgcomb 2nd Place: Robert Morgan Educational Center (Miami); Sophia Thach, Julie Erreguin, Niyah Reese, Giselle Abreu-Arcady; Instructor Alina Hughes 3rd Place: Windermere High School (Windermere); Eugenia Marcano, Kayla West, Keegan McBride, Marie Delgado Gomez; Instructor
GLOBAL SPONSORS
Heather Kelly Hospitality Project Competition 1st Place: Forest Hill High School (West Palm Beach); Lisbeth Alonso, Juliana Angulo, Jordan Chavez, Anthony Salazar; Instructor Diana Sardina 2nd Place: Robert Morgan Educational Center (Miami); Sophia Thach, Julie Erreguin, Niyah Reese, Giselle Abreu-Arcady; Instructor Alina Hughes 3rd Place: Cooper City High School (Cooper City); Ashley Parrish, Adriana Correa, Mia Fraino; Instructor Vicky Gambino Edgcomb
Knowledge Bowl Competition 1st Place: Stoneman Douglas High School (Parkland); Morgan Fink, Alexis Presno, Geetanjali Srivastava, Samantha Ofstein; Instructor Mitchell Albert 2nd Place: Oak Ridge High School (Orlando); Dahlia Wallace, Adrian Borges, Liliana Valdes, Yandiel Martinez; Instructor Vanessa Zameza 3rd Place: Forest Hill High School (West Palm Beach); Lisbeth Alonso, Juliana Angulo, Jordan Chavez, Anthony Salazar; Instructor Diana Sardina For more information about ProStart, HTMP, or FRLA’s Educational Foundation, visit our webpage or contact Director Laura Rumer at LRumer@frla.org. FRL A .org
FLORIDA RESTAUR ANT & LOD GING
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Apr
May
Jun
Jul
CPFM SCHEDULE
LOCATION
6
4
1
13
Hampton Inn
BOCA RATON
14
12
9
14
Hilton Garden Inn
DAYTONA BEACH
14
26
16
14
The Shores Resort & Spa
FORT LAUDERDALE
28
20
23
28
Hyatt Place
FORT MYERS
7
5
2
26
Hilton Garden Inn
FORT PIERCE
7
12
9
7
Sunshine Kitchen
FORT WALTON
12
10
14
12
Wyndham Garden
GAINESVILLE
21
26
23
21
Best Western Gateway Grand
JACKSONVILLE
21
25
22
21
Southbank Hotel
JACKSONVILLE BEACH
7
12
2
14
Four Points by Sheraton
KEY LARGO
12
n/a
n/a
n/a
Pilot House
KEY WEST
n/a
25
n/a
20
DoubleTree Grand Key Resort
LAKELAND
11
16
13
11
Courtyard by Marriott
MELBOURNE
21
19
23
21
Holiday Inn Melbourne-Viera
MIAMI ENGLISH
13
4
21
13
Hilton Garden Inn Miami Airport
MIAMI SPANISH
5
10
15
19
Hilton Garden Inn Miami Airport
NAPLES
28
19
9
28
DoubleTree Suites
OCALA
7
12
9
7
Homewood Suites Ocala at Heath Brook
ORLANDO ENGLISH
14
24
16
14
Embassy Suites
ORLANDO SPANISH
28
n/a
23
n/a
Embassy Suites
PANAMA CITY
21
19
23
28
Gulf Coast State College
PENSACOLA
19
24
21
19
Hampton Inn Pensacola Airport
6
5
2
7
EVEN Hotel Sarasota-Lakewood Ranch
ST. AUGUSTINE
13
11
8
20
Holiday Inn Express & Suites
ST. PETERSBURG
n/a
10
14
13
Holiday Inn Express
TALLAHASSEE
14
12
9
14
Lively Technical Center
TAMPA ENGLISH
12
10
7
12
Holiday Inn Tampa Westshore
TAMPA SPANISH
n/a
12
n/a
14
Holiday Inn Tampa Westshore
WESLEY CHAPEL
13
11
15
14
Hampton Inn & Suites
WEST PALM BEACH
5
10
7
12
Embassy Suites West Palm Beach
CITY ALTAMONTE SPRINGS
SARASOTA
* Dates are tentative
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REGIONAL DIRECTOR & CHAPTER MAP
ROZETA MAHBOUBI 954.270.5814 | rmahboubi@frla.org
KERI BURNS 407.256.7660 | kburns@frla.org
NICK LOWE
850.661.4256 | nlowe@frla.org
CHARLOTTE LEE
FLORIDA INNS Statewide Chapter
COLLIER
FR L A. O RG / ME MB E RS HI P
