Restaurant & Lodging - Summer 2022 by Oregon Restaurant & Lodging Association

SUMMER 2022

A RETURN TO SERVICE

Supporting a Sense of Community by Serving Your Staff First

Rose Festival Rallies Hospitality Sector

Managing Risk: Wage and Hour Laws OLCC Embraces New Approach

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Oregon Restaurant & Lodging Association | SUMMER 2022

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Allied

Member Tiers Promote your business to the restaurant and lodging industry with membership options to fit your budget and goals.

JOIN NOW!

Allied membership starts at just $450 per year!

LEARN MORE & SIGN UP OregonRLA.org/allied-benefits QUESTIONS MMcColly@OregonRLA.org 4

Oregon Restaurant & Lodging Association | SUMMER 2022

Your business thrives on the success of our members. We invite you to invest in your customers’ success by becoming an ORLA Allied member or transitioning your existing membership into the new tier of your choice. It’s not just membership, it’s a marketing and sales program! Tap into the statewide hospitality community with the allied membership that is right for your organization.

ABOUT

Restaurant & Lodging is published four times a year by Oregon Restaurant & Lodging Association (ORLA), 8565 SW Salish Lane, Suite 120, Wilsonville, Oregon, 97070, 503.682.4422, 800.462.0619.

To learn more about ORLA log on to OregonRLA.org.

PUBLISHER JASON BRANDT / PRESIDENT & CEO

JBrandt@OregonRLA.org

SUMMER 2022

LORI LITTLE / EDITOR

A Return to Service

LLittle@OregonRLA.org HEIDI JANKE / DESIGN

HJanke@OregonRLA.org

MEMBERSHIP

To become a member of the Oregon Restaurant & Lodging Association, please contact us at info@OregonRLA.org or 503.682.4422.

ADVERTISING

Please support the advertisers herein; they have made this publication possible. For information on advertising opportunities, please contact ORLA: Marla McColly Director of Business Development at 503.428.8694 or MMcColly@OregonRLA.org

SUBSCRIPTIONS

To update your digital and print subscriptions to this publication and all ORLA communications visit OregonRLA.org.

2021-22 ORLA BOARD OF DIRECTORS

John Barofsky, Chair, Beppe & Gianni’s Trattoria Harish Patel, Vice Chair, Hampton Inn Shannon McMenamin, Treasurer, McMenamins Patrick Nofield, Secretary, Escape Lodging Masudur Khan, Immediate Past Chair, Khan Properties Group Marin Arreola III, Advanced Economic Solutions (AES) Inc. Jolee Bancroft, Mo's Restaurants Richard Boyles, Mereté Hotel Management Joe Buck, Babica Hen Cafe, Gubanc’s, Lola’s Cafe Don Crowe, Bandon Dunes Golf Resort Daryn White Cyrus, Provenance Hotels Emma Dye, Crisp Jim Hall, Independent Restaurant Concepts (IRC) Kurt Huffman, ChefStable Eli Katkin, Brickroom Tom O’Shea, Sunriver Resort Dhruti Patel, Ex Officio Board Member, ALKO Hotels Komal (Tina) Patel, ALKO Hotels Katie Poppe, Blue Star Donuts Dani Rosendahl, The Pit Stop Sports Bar & BBQ Grill Rick George Schweitzer, The Benson Rick Takach, Vesta Hospitality Jake Vanderveen, McDonald Wholesale Co. Randy Xavier, US Foods

COVER STORY 26 A Return to Service Supporting a Sense of Community by Serving Your Staff First

Managing Risk: Wage and Hour Laws What Restaurant and Lodging Businesses Need to Know

LEADERSHIP 7 From the CEO Oregon Hospitality’s Return to Service Continues

It’s Your Business: This Common Hazard Could Be Hiding in Your Workplace

The Top Digital Trend to Watch in 2022 Targeted Personalization Will Help Your Hotel Website Grow Its Direct Booking

ADVOCACY 8 Advocacy Update Elections, Short-term Rentals, and National Advocacy Efforts AGENCY 17 OLCC Embraces New Approach Re-opening and Continuing the Innovation Transformation OREGON HOSPITALITY FOUNDATION 21 Outdoor Sports & Recreation Economic Impact Leveraging Oregon’s Leadership in the Sports Ecosystem to Boost Workforce Opportunities CHAMPIONS 24 Rose Festival Rallies Hospitality Sector The 3-Week Rose City Reunion Stimulates Revitalization SOLUTIONS 35 Consulting Corner: Hair of the Dog– An Industry in Recovery

IN EVERY ISSUE 44 Lodging Performance Report Hotel Benchmark Data 44

Restaurant Industry Snapshot Job Posting Data

News Briefs Industry Happenings

What Your Peers Are Saying Meet Some Oregon Restaurant & Lodging Association Members

Cost-Saving Programs Member-Exclusive Benefits

New Members Welcome!

Looking Ahead ORLA Three-Month Calendar

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TEE IT UP FOR ORLAPAC

GATHER YOUR FOURSOME, AND REGISTER TODAY!

OregonRLA.org/Events ORLA OPEN • MONDAY, JULY 25, 2022 7:45 AM Scramble • 11:00 Awards Luncheon • Langdon Farms Golf Club, Aurora Participation in this tournament benefits Oregon hospitality and is vital to the strength of our political action committee and the growth of our industry. All proceeds from the event directly support ORLAPAC’s mission to advocate for favorable business legislation.

EAGLE SPONSOR:

CART SPONSOR:

BEVERAGE CART SPONSOR:

CONTEST SPONSORS: DEACON CONSTRUCTION JORDAN RAMIS

SPONSORSHIP OPPORTUNITIES:

Marla McColly, MMcColly@OregonRLA.org EVENT AND REGISTRATION:

Lauri Byerly, LByerly@OregonRLA.org

HOLE SPONSORS TO DATE: • ADESSO CAPITAL • BARGREEN ELLINGSON • BROWN & BROWN INSURANCE • CFM STRATEGIC COMMUNICATIONS • CoHoRES • ECOLAB • FOURNIER GROUP • GARTH T. ROUSE & ASSOCIATES • HR ANNIE CONSULTING • INDEPENDENT RESTAURANT CONCEPTS • LAPORTE & ASSOCIATES, INC. • NEW SYSTEM LAUNDRY • SERVICE TEAM OF PROFESSIONALS RESTORATION • SUMMIT CLEANING & RESTORATION • TOGATHER RESTAURANT CONSULTING • QUINN THOMAS

Oregon Restaurant & Lodging Association | SUMMER 2022

FROM THE CEO Oregon Hospitality’s Return to Service Continues

he Gross Regional Product (GRP) of Oregon’s restaurant and lodging industries is pushing forward, but challenges remain centered on sales performance translating to bottom line profit. The headwinds are strong as inflation takes its toll on both food and labor costs. Thankfully, Oregonians are still spending in the face of record-breaking gas prices eating away at discretionary income. Despite our challenges we have much to be grateful for. Restrictions on business are in our rear-view mirror, technological advancements continue to empower our operators striving for every possible cost control, and our state is home to this summer’s World Athletic Championships – an event coming to the United States for the first time ever. Our partners running tourism organizations across Oregon have been preparing to maximize the opportunities coming our way as thousands of international travelers descend upon Hayward Field in Eugene for the 10-day competition kicking off on July 15. A 2015 study estimated $52 million in spending directly related to the event and $138 million in overall economic impact. Whether your hospitality business is in the Eugene area or elsewhere, this summer is sure to be full of stories citing record sales numbers as our industry attempts to keep up with travel demand and inflationary pressures. With so much changing so rapidly, ORLA and its Foundation have entered a new partnership with EMSI/Burning Glass to track data points on compensation, job postings, and employment rates at all levels of our state economy. The new software will assist us in our work advocating for workforce development dollars and help us pinpoint regions suffering from the biggest employment supply and demand gaps.

It will come as no surprise to restaurant operators that cooks remain one of the most sought-after hires. And compensation for cooks is rapidly increasing as employers battle each other for available talent. According to the latest EMSI/ Burning Glass report, cooks in Oregon are easier to come by compared to the national average which may seem hard to believe given the challenge. The national average for number of cooks in a region the size of Oregon is 5,289 compared to the 6,174 we currently have employed here. In addition, the 5-year projection for cooks anticipates an 8 percent increase in cook employment to over 6,600 by the year 2026. Our new data capabilities will prove helpful as your state association prepares for the 2023 Legislative Session in Salem. Having the ability to run sophisticated reports at the city and county level for all hospitality job types will assist us in our relationship building efforts with so many new elected officials. The Oregon Legislative Assembly will experience record turnover with 25 of the 60 Oregon House seats being filled by newly serving Oregonians regardless of the outcomes in the November election. These dynamics will make our efforts that much more important as the fall election comes into focus and new legislators prepare to serve in early 2023. Look for personal invitations to join ORLA staff at regional meetings with legislators around the state in November, December, and January once our general election results are finalized. Our industry has the pleasure of serving on the frontlines in bringing joy and happiness back to the lives of others as guests recover from the physical and emotional strains caused by the pandemic. This is our return to service. Cheers to you all in your efforts to bring smiles, laughter, and profitability back to your operation this summer and know ORLA has your back. We hope to see you soon at ORLA’s Hospitality Conference September 11-12 in Eugene!  JASON BRANDT, PRESIDENT & CEO, ORLA

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ADVOCACY UPDATE Elections, Short-term Rentals, and National Advocacy Efforts

Christine Drazan

RLA’s Government Affairs team remains engaged in several local actions relating to short-term rental regulations and local lodging tax revenues as well as state and federal advocacy issues. If you haven’t already, register for the ORLA Hospitality Conference in September and join us in person for a high-level discussion of the most relevant state and local legislation impacting the hospitality industry. With at least 24 newly elected Oregon legislators, ORLA has a big job to do educating them on how their decisions impact restaurant and

Tina Kotek

Betsy Johnson

lodging operations. At the Conference we’ll also preview Oregon’s 2023 Legislative Session and handicap the 2022 general election. ELECTION RECAP As of this writing, the results of some races are still unknown due to a printing error in Clackamas County and the resulting delay in hand counting thousands of ballots. Below are the unofficial results of some of the key races to date. Official results from all 36 counties will be certified as of June 13, 2022.

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Beaverton, Bend, Eugene, Medford & Boise

Oregon Governor Three candidates will face each other on the November ballot to determine who will be Oregon’s next Governor. The Republican nominee, Christine Drazan, defeated 18 other Republicans to secure the nomination while Tina Kotek, Democrat nominee, fought off 14 opponents in the primary to win the Democratic nomination. As an unaffiliated candidate, Betsy Johnson will need to gather 23,743 valid signatures from voters in order to get her name placed on the ballot this fall. Bureau of Labor and Industries (BOLI) Commissioner A non-partisan position, this race looks headed for a runoff in the fall between Christina Stephenson, a Portland civil rights attorney and Cheri Helt, a former State Representative and owner of Zydeco Kitchen and Cocktails in Bend, as neither received 50 percent of the votes. BOLI is responsible for enforcing wage and hour, overtime, and other employment laws. The agency also investigates complaints of discrimination in housing and in places of public accommodations, such as restaurants and hotels. Congress U.S. Senate: Jo Rae Perkins (R) will be taking on U.S. Senator

Ron Wyden (D) this fall after winning the Republican primary with roughly 33 percent of the vote. Senator Wyden secured his spot with 89 percent of the vote in the primary.

CD 1: Congresswoman Suzanne Bonamici (D) won the Democratic nomination with 88 percent of the vote in the primary and will face challenger Christopher Mann (R) who won the primary with 67 percent of the vote. CD 2: Congressman Cliff Bentz (R) was victorious in the

Republican primary winning 75 percent of the votes and will face challenger Joe Yetter (D) in November.

CD 3: Congressman Earl Blumenauer (D) won the primary with 95 percent of the votes and will face Joanna Harbour (R) who won her primary with 97 percent of voters casting a ballot for her. CD 4: With Congressman Peter DeFazio choosing not to run for re-election in this seat, Val Hoyle (D), current BOLI Commissioner and former State Representative, decided to run and ended up overtaking her competition with 64 percent of the vote in the primary. Alek Skarlatos (R), who ran against DeFazio previously, won the Republican nomination with 98 percent of the vote. CD 5: In a surprising upset, incumbent Congressman Kurt Schrader (D) was defeated by challenger Jamie McLeodSkinner (D) in the primary, 42.9 percent to 57.1 percent. McLeod-Skinner will face Republican Lori Chavez-DeRemer in November. Results were delayed in Clackamas County, after blurry bar codes were rejected by vote-counting machines.

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NATIONAL NEWS Restaurant Revitalization Fund (RRF) Senate Vote – Oregon Senators Voted Yes On May 19, the United States Senate was unable to overcome a filibuster on a motion to begin debate on a $48 billion bill that would have replenished the Restaurant Revitalization Fund (RRF). The vote to invoke cloture and overcome the filibuster failed by a vote of 52-43 (60 votes were needed to prevail).

The Act (H.R. 7239) would create a pathway for foreign workers to come to the United States on non-immigrant visas to fill essential jobs that don’t require a college degree. Features of the Act include a match-making system based on job position and location, year-round renewable visas, a market-driven cap on the number of visas issued per year and employer obligations to hire from the U.S. first.

Highlights of the vote:

For more information on the EWEA Act, please visit restaurant.org and search “EWEA”.

• Every Democrat (and Independent) present voted in favor of invoking cloture. Notable that Joe Manchin was secured. Three Democrats were not present: Rosen (NV), Brown (OH), and Van Hollen (MD).

DHA and DOL Release H2B Visas The Departments of Homeland Security and Labor are now accepting petitions for an additional 35,000 H-2B temporary nonagricultural worker visas for the second half of fiscal year 2022.

• Five Republicans voted to invoke cloture: Blunt (MO), Cassidy (LA), Collins (ME), Murkowski (AK), Wicker (MS). Two Republicans were not present: Sen. Ernst (IA) and Marshall (KS).

The American Hotel and Lodging Association (AHLA) and its partners in the H-2B Workforce Coalition worked hard to get the Biden Administration to make these visas available, but also recognize they will not be enough to meet hoteliers’ labor needs in this competitive job market.

ORLA Leaders Lobby Congress for Workers During a recent trip to attend the National Restaurant Association’s Public Affairs Conference in Washington, D.C., ORLA staff and volunteer leaders took to Capitol Hill to address the workforce shortage and urge our members of Congress to support the Essential Workers Economic Advancement Act (EWEA).

AHLA is continuing its push to make available even more H-2B visas by advocating for a number of other important reforms, including adding a returning worker exemption to this year’s appropriations package.

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LOCAL NEWS ORLAPAC Reception at the ORLA Hospitality Conference Our ability to help elect business-friendly candidates to the State Legislature depends on the generous contributions of our members to ORLAPAC, the Oregon Restaurant & Lodging Association’s Political Action Committee. We raise funds every year through our One Big Night Dinner and Auction, the ORLA Open Golf Tournament and direct contributions sent in with dues payments. Those funds are critical in helping our Government Affairs team support candidates who understand the challenges of running a business in general and more specifically, here in Oregon. To help recognize and honor our larger contributors, ORLAPAC is hosting a special reception on Saturday, September 10 in Eugene prior to the ORLA Hospitality Conference on September 11-12, 2022. The reception will feature the opportunity to talk one-onone with peers and government affairs staff from ORLA about the upcoming November election, politics in our state, and other important issues. For more information on this exclusive event or how to contribute to ORLAPAC, please contact Greg Astley, ORLA Director of Government Affairs at astley@oregonrla.org.

Short-Term Rental Ordinances in Oregon Several counties, including Clatsop and Tillamook, are reviewing their short-term rental ordinances. Some of the issues counties are looking at include limiting the number of licenses issued for shortterm rentals, a moratorium on new licenses, noise restrictions, and sewer and water capacities. ORLA recently submitted a letter to Clatsop County encouraging the formation of a Short-Term Rental Workgroup to help county staff review these issues and others as well as any proposed changes. Engaging industry representatives and concerned citizens will help with a more accurate picture of what is needed when reviewing these rules and regulations. In addition to the issues mentioned above, ORLA continues to advocate for accurate reporting and submission of lodging taxes as well as enforcement of applicable health and safety codes. With municipalities looking to potentially limit or eliminate short-term rental properties from their communities, ORLA is also encouraging these elected officials and staff to factor in the loss of lodging tax revenue from their budget and the budgets of organizations, such as DMOs and RDMOs, who may be impacted by those decisions. Want to learn more about how local lodging tax revenues can be used? Visit OregonRLA.org/Advocacy to watch “Oregon Lodging Tax Defined.”  GREG ASTLEY, ORLA

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PR ESEN TED B Y

REJOIN YOUR PEERS THIS FALL September 11-12 • Eugene

ENGAGING KEYNOTE PRESENTATIONS

Thought Leaders. Networking. Workshops. Parties.

ESSENTIAL BREAKOUT SESSIONS

300 40 HOSPITALITY PROFESSIONAL PEERS

SHOWCASED INDUSTRY VENDORS

Join us this fall as we bring the industry together at Graduate Eugene. Industry leaders, owners and operators gather for this multi-day event of illuminating keynotes, informative seminars, breakout sessions, networking and parties. You do not need to be an ORLA member to attend. R E GI S T R AT I ON $ 2 7 5 If you are bringing three or more people, your third and additional attendees will receive a discounted rate of $245. Major Sponsors:

Breakout Sponsors: Deacon Construction, Fournier Group, Garth T. Rouse & Associates, Jordan Ramis PC, SAIF Vendor Showcase to Date: Allied Partners, Ball Janik, Brown & Brown Insurance, Crystal Investment Property, Curtis Restaurant Equipment, Deacon Construction, Dyson, Energy Trust of Oregon; Existing Buildings, HR Annie Consulting, McCormick Distilling Company, National Purchasing Partners, Sandin Insurance Group, STR, Togather Restaurant Consulting, United Midwest Savings Bank, Workstream Technologies 12

Oregon Restaurant & Lodging Association | SUMMER 2022 ORLAHospitalityConference.com

Recharge, Retool, and Reconnect Take part in meaningful discussions on critical issues affecting our industry, learn new best practices, and connect with industry leaders and peers. INDUSTRY PROGRAMMING

ORLA HOSPITALITY INDUSTRY AWARDS

• • • • • •

Join us in recognizing four outstanding individuals who

Building Exceptional Company Cultures Workforce Recruitment and Retention Lodging Industry Performance and Forecast Local, State & Federal Legislative Updates Respectful, Inclusive Workplace Practices Economic Outlook for Oregon

ANNUAL MEMBER MEETING Hear a recap of the successes and the challenges your association has engaged in over the past year and help elect the Board of Directors for 2022-2023.

VENDOR SHOWCASE Meet face-to-face with allied members and see what products and services will help your business thrive.

If you are bringing three or more people, your third and additional attendees will receive a bulk rate of $245.

raise the bar for excellence in performance, service, and commitment to the industry. The following awards will be presented: • Employee of the Year – A frontline employee (nonmanagement/supervisory level) who goes above and beyond to provide exceptional service and contributions to their company and their guests/ customers. • Restaurateur of the Year – Owner, operator, or manager who demonstrates exceptional leadership in supporting the industry, the restaurant, employees, and guests. • Lodging Operator of the Year – Owner, general manager, or property manager who demonstrates exceptional leadership in supporting the industry, the property, employees, and guests. • Allied Member of the Year – A company or organization that has demonstrated outstanding service and has made innovative contributions to support and grow Oregon’s hospitality industry.

BOOK A ROOM NOW

Book your room at Graduate Eugene, conference room rates are available. Call 833.483.0803 and mention the ORLA room block.

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PR ESEN TED B Y

Agenda At-A-Glance (Subject to change)

Saturday, September 10

5:00pm – 7:00pm ORLAPAC VIP Reception (Requires separate registration, OregonRLA.org/Events)

Sunday, September 11 11:30am – 1:30pm

Lunch & General Sessions

1:45pm – 2:45pm

Breakout Sessions (choice of 2 concurrent sessions)

3:15pm – 4:15pm

Breakout Sessions (choice of 2 concurrent sessions)

4:30pm – 6:30pm

Vendor Reception

7:00pm – 9:00pm

Hospitality Industry Awards Dinner

Monday, September 12 8:00am – 9:00am

Industry Breakfast

8:30am – 9:30am

General Session

9:30am – 10:15am

Vendor Showcase

10:20am – 11:20am

Breakout Sessions (choice of 2 concurrent sessions)

11:25am – 12:25pm

Breakout Sessions (choice of 2 concurrent sessions)

12:30pm – 2:00pm

Lunch & Keynote / Closing Session

Oregon Restaurant & Lodging Association | SUMMER 2022 ORLAHospitalityConference.com

EDUCATIONAL PROGRAM

(Note: this is a partial list of educational sessions; visit ORLAHospitalityConference.com for a complete schedule) AHLA: Federal & Industry Update Chip Rogers, President & CEO, American Hotel & Lodging Association Hear insights from American Hotel & Lodging Association CEO, Chip Rogers, on legislative activity in Congress, industry travel trends, and projected travel demand and recovery. Restaurant Advocacy: Federal Activity & Emerging State Issues Michelle Korsmo, President & CEO, National Restaurant Association Get an update on federal activity relating to the restaurant industry and hear about efforts and policies addressing emerging state and federal issues. ORLA Advocacy: State & Local Issues, Legislative Session, and Elections Greg Astley, Director of Government Affairs, ORLA Bill Perry, Balance Point Strategies Join ORLA’s Government Affairs team for a high-level discussion of the most relevant state and local legislation impacting the hospitality industry. With at least 24 newly elected Oregon legislators, ORLA has a big job to do educating them on how their decisions impact

restaurant and lodging operations and how critical our industry is to Oregon’s economy. We’ll also preview Oregon’s 2023 Legislative Session and handicap the 2022 general election. Mission Possible: It Takes an Industry Eric Aebi, Program Chair, Hospitality & Tourism Management, Chemeketa Community College We know the future of the hospitality industry depends on key factors including (and maybe most importantly) a healthy workforce pool. The Oregon Hospitality Foundation (OHF), in partnership with Travel Oregon, are knee deep in hospitality workforce development efforts, coordinating with destination management organizations (DMOs) and industry members to increase engagement with schools and employment agencies statewide. Hear from a panel of professionals representing these entities and learn how you can support this effort to collectively build and enhance career pathways for our future workforce. Building Exceptional Company Cultures Panel of Industry Operators Given the hospitality industry’s role as the largest base of employers for essential skill development, having a company culture that fosters employee retention is critical to addressing workforce challenges. We talk with a panel of industry operators–

representing both the restaurant and lodging sectors–about what it takes to cultivate an exceptional culture that attracts and retains a strong workforce. Hospitality Performance Overview: Total US, State of Oregon, and overview of Market and Submarkets within the State Chase Oeser, Regional Sales Manager, STR STR’s Chase Oeser will provide an overview of the current State of the Hospitality Market compared to not only 2021, but also how the industry is performing versus 2019. In this session, we will take you through the hospitality industry’s national performance and forecast for the state of Oregon, as well as the markets and submarkets within the state. We will also have an opportunity to measure the recovery by comparing 2022, 2021, and 2019 which achieved the highest overall performance across all KPI’s on record. Respectful Workplace: Mitigating Risk of Harassment Discrimination and Supporting a Culture of Respect and Belonging Cindy Free, CEO & Sr. Consultant, HR Annie Consulting From social justice movements to social media callouts, workplace conversations have evolved, and employers have an important opportunity to engage in those critical conversations through

listening, learning, and training. Employers, managers, and staff all have a responsibility to contribute to a Respectful Workplace and how we can get there together. In this session, HR Annie will dig into how employers can implement training and tools to go beyond a simple policy, to create a culture where everyone feels safe and comfortable to do their best work. The Economic Outlook for Late 2022 and Beyond John Tapogna, Senior Policy Advisor, ECONorthwest Oregon's leisure and hospitality sector was at the center of the pandemic downturn and isn't expected to return to pre-recession levels of employment until 2026 or later. Businesses that survived the extraordinary disruption are in a fierce competition for labor that's likely to continue into next year. And now as the Federal Reserve attempts to slow down inflation, economists see a risk of another recession on the horizon. This session will look back at where we've been and provide some guesses on what's ahead.

ORLAHospitalityConference.com

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SERVE UP ENERGY SAVINGS FOR YOUR BUSINESS WITH THE HELP OF ENERGY EXPERTS. With business booming again for local hotels and restaurants, it’s time to consider improving your customers’ experience through smarter energy use. Energy Trust of Oregon offers a full menu of energy-efficiency tools and resources — so the only thing that’s piping hot in your kitchen is your daily special. Learn more at EnergyTrust.org/existingbuildings.

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Oregon Restaurant & Lodging Association | SUMMER 2022

OLCC EMBRACES NEW APPROACH Re-opening and Continuing the Innovation Transformation

he taps are open and kitchens are again buzzing with chefs and bartenders executing alluring menus to draw in hungry and parched patrons. But then again, so are the other bars and restaurants down the street and across town. All businesses must now ask themselves: How do we stand out and what have we done to innovate?

For the Oregon Liquor and Cannabis Commission (OLCC), ensuring sensible alcohol service is a core function of our business. Like all other businesses we’ve changed how we operate. Just like the hospitality industry, the OLCC has learned a lot since the pandemic started. Experimentation and flexibility were key factors for success.

“Customers have got so much smarter in the last two years,” Celebrity Chef Gordon Ramsey recently quipped. “They know a lot more about food than they ever have…, so it’s taught everyone [in the restaurant industry] to raise their game.” In order to stand out from the crowd, chefs, bartenders and waiters experiment all the time by experimenting with fusing traditional culinary styles or using locally foraged products. Innovation is a cornerstone in hospitality, as staying current with culinary trends is an essential part of any successful bar or restaurant.

Working directly with the industry, the legislature and our community health partners, we navigated through the pandemic’s obstacles to see how Oregon could safely find solutions. Whether it was green-lighting curbside delivery, cocktails-togo or by automatically approving premises extensions to enable outdoor seating for customers, together the OLCC and Oregon’s hospitality industry rolled up our sleeves and innovated.

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GET OLCC APPROVED ONLINE ALCOHOL SERVER TRAINING 24/7!

• $18 for course and practice test • Resources to help guide you • Stop and start anytime

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Oregon Restaurant & Lodging Association | SUMMER 2022

Oregon's only winner of the Brandon Hall Award for Excellence in Alcohol Server Education!

At first, the hospitality industry wasn’t used to OLCC’s new approach. Instead of providing prescriptive guidance, the OLCC gave implicit permission to the industry to figure out what “type” of cup or what an appropriate “seal” was needed when cocktailsto-go launched. The agency had no interest in stifling innovation but wanted to make sure that sensible public safety guardrails were in place. Staying out of the way and leaving the details up to individual operators illuminated the hospitality industry ingenuity. With businesses re-opened, there’s indication that customers are eager to get back out and spend again on in-person hospitality and entertainment. On a national level, there are signs of customers clearly reverting back to pre-pandemic purchasing patterns. The entertainment industry has seen a drastic recovery, “We continue to see the fans are showing up for the concerts they have tickets for, with attendance rates in the U.S. across all venue types at 2019 levels,” Michael Rapino, CEO of LiveNation, recently stated to shareholders. During the pandemic, many performing artists branched out by adding “couch tours” -- live streaming options for fans to watch a show from the comfort of their home. This kind of digital innovation has been vital just like QR code menus have become common to reduce physical interactions while also saving on paper production costs. Similarly to enjoying live music from your Barcalounger, chefs and bartenders created an interesting approach to reach their isolated customers by holding virtual food and drink tastings.

These events resembled the social interactions we were missing. It’s fortunate that virtual experiences and transactions were becoming more commonplace before the pandemic, but the circumstances of Covid accelerated that transformation. Whether it was learning to mute/unmute during a videoconference call, finding the best take-out place or picking up a cocktail to go, we all adapted to a new way of doing business virtually overnight. The Commission is dedicated to building on these innovations by soliciting input from the hospitality industry during advisory committee meetings and public hearings this summer. These meetings will offer an opportunity for the industry to provide essential input on how we can transform what worked in hybrid into standard practice. The focus will be to modernize alcohol regulations through streamlining licensees’ interactions with the OLCC and removing barriers to business that do not jibe with today’s marketplace. So, while you’re presenting or pouring your next menu creation, give some thought to how we can bring those ideas to the table and make collective improvements. Working together got us through the peak of the pandemic and set us up to safely and successfully re-open. Let’s continue riding that positive momentum to advance the transformation of the hospitality industry for the benefit of all Oregonians.  OREGON LIQUOR AND CANNABIS COMMISSION

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Ask your agent for an ORLA Group quote.

Don’t miss your chance to see if you qualify for 20% savings on workers’ comp.

The ORLA Group now getting SAIF WORKERS’ COMP PREMIUMS FOR 2022 ORLA members who meet the group eligibility requirements can receive a 20% discount with SAIF in the ORLA group plan, upon workers’ comp renewal date.

THIS IS THE LARGEST DISCOUNT AVAILABLE FOR OREGON’S HOTELS AND RESTAURANTS ORLA MEMBERS: Contact your agent and ask for an ORLA Group quote, or contact SAIF directly at 888.598.5880.

EXISTING SAIF CUSTOMERS: Ask your agent or contact SAIF directly at 888.598.5880 for an ORLA Group quote.

OregonRLA.org/SAIF Oregon Restaurant & Lodging Association | SUMMER 2022

OUTDOOR SPORTS & RECREATION ECONOMIC IMPACT Leveraging Oregon’s Leadership in the Sports Ecosystem to Boost Workforce Opportunities

his July, the World Athletics Championships come not only to the United States for the first time, but to Oregon. We are a leader in track and field with Hayward Field consistently hailed as an elite track and field venue, but we are also a global leader in the “sports adjacent.” In the area forming Eugene to Bend to the greater Portland area, there are over 800 sports apparel companies and thousands of sports related manufacturers,

therapists, coaches, semi professional and professional athletic teams, Olympic trials, skiing, outdoor adventure, mountains, rivers, fields, venues, hopes, and dreams. Where else in the country can you engage in the quality of recreation and athletics, live in the region where those amenities already exist, and make a living at the very activity that brings us joy?

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POLISH LEADERSHIP SKILLS AND CONTRIBUTE TO OREGON'S LASTING SUCCESS

YEAR-LONG PROGRAM The Oregon Tourism Leadership Academy is designed for Oregon’s hospitality industry professionals with executive potential. Recruits will go beyond the walls of their businesses to gain in-depth experiences and knowledge that will elevate their passion and excitement for our state’s extraordinary offerings. The program consists of four excursions to be completed in the year, with each excursion scheduled over three days.

BENEFITS OF OTLA PARTICIPATION: The continued development of leadership skills, including creative team problemsolving, listening and communication skills, emotional intelligence and the development of deeper self-awareness. Lifelong relationships and networking pathways through connection with participants, mentors and presenters. Connections with state and national resources and networks through experiential learning in a variety of Oregon contexts.

Participants who complete the courses and meet the standards set will be certified. This certification assures industry and consumers that the assessed individual has met or exceeded the standards set by the Oregon Restaurant & Lodging Association (ORLA), Travel Oregon, Oregon Destination Association and a network of specialized facilitators. LEARN MORE ABOUT APPLYING Visit OregonRLA.org/OTLA and be sure to visit the "Before You Apply" section for

FAQs and criteria.

OregonRLA.org/OTLA

Oregon Restaurant & Lodging Association | SUMMER 2022

When the World Athletics Championships meet later this month, they bring with them media opportunity from around the globe. We have a rare opportunity to tell the world that Oregon is much more than Nike, Hayward Field, Portland Thorns, and Trailblazers. We are a state dedicated to sports and everything that supports those sports. That is why ORLAs’ Hospitality Foundation (OHF) has partnered with the Portland Business Alliance (PBA) to bring into focus the major impact that sports and recreation have on the economy and workforce of Oregon. As OHF is digging deep into workforce development for our industry, it seemed logical that we needed a voice at the table to be a part of this important work. PBA has completed an economic analysis and is in the process of naming what we will eventually promote as a brand for Oregon’s sports related economy, but what good does a bunch of data do except tell us what we already know? The truth is, not everyone knows, and we are going to tell the world. This is about creating awareness for existing investment and attraction of additional sports opportunities. We need to engage in legislation at every level of government to get traction for investment in our state and local sports economies. From workforce development to infrastructure, it

is time to leverage our leadership in outdoor recreation and sports and get creative with how we use it to make everything in Oregon more attractive and inclusive. While we are unsure exactly how the messaging will be employed, we know that the powerful information this provides us would be lost if we don’t use it to leverage into real actionable help for our restaurants and lodging partners in Oregon. How can we use this information to bring economic relief to workforce development, engage housing initiatives, affect transportation, food security, lift BIPOC, LGBTQ+, and women-run business voices, help with houselessness, mental health, and addiction and recovery services? Right now we are meeting and talking through how to use this data to best affect the State of Oregon. Watch for more information on the analysis and branding as we welcome the world into our homes for the World Athletics Championships. Let’s be ready to tell the narrative that Oregon is the leader in sports, outdoor recreation, and the opportunity it provides us all.  KEN HENSON, VICE CHAIR, OREGON HOSPITALITY FOUNDATION

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ROSE FESTIVAL RALLIES THE HOSPITALITY SECTOR The 3-Week Rose City Reunion Stimulates Revitalization

Photos Courtesy of The Portland Rose Festival Foundation 24

Oregon Restaurant & Lodging Association | SUMMER 2022

ortland needed a comeback story, and the Portland Rose Festival provided it. For three weeks in May and June, the festival’s world-class events drew locals and visitors alike to celebrate a Rose City Reunion. The return of big events kicks off the summer season, signaling a wave of positive change for renewed vitality in the city. The Portland Rose Festival Foundation, the non-profit that produces Portland’s Official Festival, is a tenured organization with more than a century of event planning experience under its belt. Its dedicated staff and volunteer board of directors eagerly went into high gear in 2022 planning for the successful return of in-person events after a two-year hiatus. “We’re a team of adjustment artists,” says Jeff Curtis, Portland Rose Festival Foundation CEO. “We needed every ounce of ingenuity, collaboration, and dedication to make it happen, and looking back, it was worth the effort.” It was in 1905, during the World's Fair known as the Lewis and Clark Exposition, built in what is now the Northwest industrial neighborhood, that city leaders, led by the Portland Mayor Harry Lane, realized that big celebration events meant big money for the transportation, lodging and restaurant businesses. The City was already celebrating the Rose thanks to the Portland Rose Society, established 16 years earlier in 1889 by the wife of The Oregonian newspaper, Georgianna Pittock. With the rose as its theme, Mayor Lane declared that Portland

needed to produce an annual 'Rose Carnival' that would attract visitors and travelers from all over the country to come and spend money. Two years later in 1907 the first Rose Festival was born. 115 years later on, the Rose Festival's return is equally as meaningful to the visitor industry. Under the theme “Rose City Reunion,” the 2022 festival gave Portlanders opportunities to come together and take an active role in making Portland the city they want it to be. Preparing Portland’s streets for three big parades was a priority, and the festival’s Starlight Parade title sponsor, CareOregon, led the charge by partnering with SOLVE for a downtown Portland clean-up on May 18, leading into the festival season. Getting people to come back to Portland’s downtown core was a central priority as well, with an emphasis on three full weekends of activities in Waterfront Park. As the first event to return to the waterfront venue, new programming such as the free Rose City Reunion concert featuring the Oregon Symphony drew music lovers downtown for a Thursday evening in the city to enjoy Portland’s vibrant performing arts. Memorial Day Weekend signaled the start of Rose Festival CityFair, drawing crowds for Friday’s fireworks display –launched from not one but two barges on the Willamette – making it the biggest, baddest fireworks to light up the city in years. The festival’s signature event, the Spirit Mountain Casino Grand Floral Parade,

made its return on a new Central Eastside route, ensuring that neighborhoods across the city could had accessibility to big events, as well as reap the benefits of economic impact brought by parade crowds coming from near and far. Another tradition to return during Rose Festival was Fleet Week. As one of only four cities on the West Coast to host a Fleet Week, Portland enjoys the benefit of service members from the U.S. and Canadian maritime forces spending their shore leave in local restaurants and bars, while visitors coming to have the rare opportunity to tour the ships do the same. It’s a win-win for service personnel and the local economy. Rose Festival took the first step for Portland on the path back to a position of strength, by providing a way for citizens to take pride in their city, and welcome guests to see why Oregon is such a special place to live and visit. “Our goal was to produce a festival all Oregonians can be proud of,” said Curtis. “Not only that, but we also know the longterm benefits of a thriving tourism industry. We’ve worked hard to set the stage for a series of events that will bring positive PR and attention to Portland and Oregon.” And the Rose Festival is ready to do it again next year. Mark your calendar to be part of the annual tradition May 26-June 11, 2023. For more information, visit the festival website at www.RoseFestival.org  PORTLAND ROSE FESTIVAL FOUNDATION

OregonRLA.org 25

Service A RETURN TO

Oregon Restaurant & Lodging Association | SUMMER 2022

Supporting a Sense of Community by Serving Your Staff First

OVID-19 severely curtailed service as we knew it for two years. As the pandemic wanes, hospitality companies

are moving back to “normal,” but in a world where expectations and people have been fundamentally changed. In this altered reality, one thing is clear: restaurants and hotels can’t serve their customers without also serving their staff. A successful return to service must incorporate both. John Barofsky, owner of Beppe & Gianni’s in Eugene and the incoming chair of ORLA’s Board of Directors, emphasized this in his introductory address to members last Fall. “There are three different buckets that I see when we talk about a return to service,” he said. “The first is the classic: We’re serving our customers and doing the things we used to do for them pre-pandemic. The second is the return to service for our staff. For me, that means supporting them financially and emotionally because a restaurant is a community. When we were away

OregonRLA.org 27

from service, that sense of community was

One thing that hasn’t changed is people’s

lost because we weren’t able to connect like

desire for human connection through

we used to.” Barofsky’s third bucket is serving the community as a whole. Hospitality companies participate in their community through charitable donations, food donations or providing an enjoyable place for people to be around others. As service has picked up again, safety is still at the top of everyone’s mind. One of the things

“When we were away from service, that sense of community was lost because we weren’t able to connect like we used to.”

that came from COVID-19 and is unlikely to go away anytime soon is an increased

hospitality. “For a lot of the people who come here, this is the social interaction they have with other people,” Barofsky said. “They’re living alone and come down to interact with the bartender. That’s important for their mental health.” After this long period of isolations and shutdowns, providing a place for people to connect with others is critical. “When a customer comes to see us, they’re longing for something they’ve been missing in their life,”

- John Barofsky, Beppe & Gianni’s

said Joth Ricci, CEO of Dutch Bros. “At the

sense of responsibility for providing a safe

end of the day, we’re a community of people

place for people to engage. “We’ve always

looking for connection.” And when people

done enhanced sanitizing, but now it’s not

look for connection beyond their friends or

only engrained into us, it’s engrained in our customers,” said Barofsky. “They expect to have a clean, sanitary place to interact.” People’s sense of the experience they want from hospitality companies has also been somewhat altered. Expanded facilities for

“At the end of the day, we’re a community of people looking for connection.”

outside dining—something that’s long existed in Europe—don’t seem to be going

family, they often look to the service industry. “One of the things that attracts people to our service is that it’s an opportunity to get away, to be taken care of.” Ricci has developed a strong culture of customer service everywhere he’s worked, and it’s clearly evident at Dutch Bros, which

- Joth Ricci, Dutch Bros.

anywhere. Barofsky said his customers are

is famous for its baristas who show a clear interest in visitors.

spending more time on Beppe & Gianni’s patio. “In the past, if it got a little chilly, people wouldn’t want to

Top-notch customer service starts with great employees. To ensure

sit out there. Now people are more tolerant of the Oregon climate

they can consistently meet customer expectations, Dutch Bros has

and more willing to sit out there. It’s stretched out our season for

a strong focus on hiring the right people. “We’re not just trying to

the patio.” This so-called “streetery” concept has been embraced in

grab employees, we’re grabbing teammates who want to be part of

Eugene, Salem, Portland, and many other cities.

something,” Ricci said.

Oregon Restaurant & Lodging Association | SUMMER 2022

This, of course, is harder than ever in today’s labor market.

what the working environment should be like. They reflect those

“Somebody told me the other day that we’ve gone from the

values themselves, helping people move through the day with speed

Great Resignation to the Great Application,” said Ricci. Keeping

and grace and helping them solve problems as they come up.

employees around means treating them with the same authenticity and respect as customers. And, he adds, “If our teams have a great

Providing a high level of service is easier when employees are happy,

environment to work in, that will transcend into the environment

which is another reason service to employees is critical. Addressing

we create for our customers.”

the needs of the whole employee has always been a goal for Patrick Nofield, president of Escape Lodging, which owns The Inn at

From the beginning of the hiring process,

Cannon Beach, Cannon Beach Lighthouse

company hiring managers establish clear

Inn, and several other hotels and restaurants

expectations about what it takes to be part of the team. They look for individuals who are adaptable, have high integrity, and demonstrate kindness. “Anyone who’s been to a Dutch Bros stand talks about how nice and kind people are,” Ricci said. “There’s a general understanding that kind people can be great at service.”

“Take care of people and the money takes care of itself. ” - Patrick Nofield, Escape Lodging

in Oregon. His philosophy dates back to something his mentor told him early in his career: “Take care of people and the money takes care of itself. The money is a report card on how well we’re serving others.” “What he was talking about is if you do something purposeful and bigger than yourself, the money will take care of itself

Employees must want to be part of a team, which means they must

because you’re doing the right thing and taking care of your

demonstrate a certain selflessness and willingness to communicate

employees, your guest, and your community,” said Nofield.

with others. “To work in a tight environment like our stands, you have to be aware of your surroundings and participate in the back

Escape Lodging’s employee review process is a two-way street.

and forth that keeps things moving,”

Employees receive feedback designed to help them become a better

Ricci adds.

worker, but they also have an opportunity to rate the company and share any concerns. A software program called 15Five allows them

In sum, team members need to have a high level of emotional

to do so confidentially. “It’s a big help in identifying issues before

intelligence. “Every customer we’re talking to could be coming

they become problems,” Nofield said.

from a different place in terms of what is going on in their day,” Ricci said. “Our employees have to be great communicators and

During the pandemic, the company strengthened its commitment

ask great questions as they show empathy with consumers.”

to employee welfare by hiring an employee fulfillment manager. This advocate helps them through a self-appraisal process during

With the right people in place, Dutch Bros relies on authenticity,

their annual evaluation. “We sit down with them and learn what

transparency, and good leadership to form great teams. Managers

their objectives and goals are and work with them to achieve those

set clear expectations for what they expect from employees and

goals, whether they’re professional or personal,” said Nofield.

OregonRLA.org 29

This shows employees they’re not just a number to their employer.

Montgomery, executive-in-residence and director of the Oregon

“They’re a person, and we’re trying to mesh their expectations and

State University Sustainable Tourism Lab, 27 percent of hospitality

our expectations.”

workers said they encountered entitled customers—those who believe they deserve special treatment or privileges—on a daily basis.

The clearest example of how Escape Lodging supports employees

Over half of respondents said they wanted to leave the hospitality

in meeting their goals dates back a decade, to when a manager

industry as a result of these negative customer interactions.

at one of the company’s restaurants in the Columbia River Gorge identified a lifelong desire to learn to blow glass. The company paid him a severance equivalent to six months’ salary so that he was able to support himself while he took classes and started his own studio. If glass blowing didn’t work out, the nowformer employee had an open invitation to return to the restaurant. However, his new venture was a huge success. That individual continues to give back to Escape Lodging

“It was clear that minorities perceived they were being more affected by customer entitlement than others,”

by making one-of-a-kind chandeliers for new properties at a discount.

Entitled customers existed before the pandemic, but workers believe the problem has gotten worse in the last few years, in part because of their struggles to impose unpopular mask mandates. Bias and discrimination also seemed to play a role. “It was clear that minorities perceived they were being more affected by customer entitlement than others,” Montgomery said. “The customer is mad and, in that moment, that unconscious bias comes out.” This was true for people of color as well as people who identified as LBGTQIA. Very young workers and older workers, both of

- Todd Montgomery, Oregon State University Sustainable

When caring about and investing in

whom struggle with age discrimination, noted struggling with entitled customers too.

Tourism Lab

others is so deeply entrenched in a

Particularly troubling to Montgomery was

company’s culture, it trickles down to

a question about whether people felt they

employees, who now see compassion and service as their own

were physically in danger as a result of customer entitlement. The

purpose at work. “That’s how we help our guests create a memory

number of people who said yes in this survey compared to previous,

or find respite so that when they go back home, they’re restored to

similar inquiries was substantially higher.

the point where maybe they’re a better husband or a better father or a better person,” Nofield said. “When your employees can

“These are already hard jobs,” he said. “They’re hectic and physical.

see they’ve made a difference to someone, they become a culture

Then you add in customer entitlement and the feeling that it comes

change agent.”

from bias, and it leaves people feeling like they’re in danger.” It’s no wonder that for some, the decision to leave the hospitality industry

The need to support employees has become more acute in the face of a growth of entitled customers. In a recent survey by Todd

Oregon Restaurant & Lodging Association | SUMMER 2022

has been clear.

Montgomery is watching the airline industry, which has its own

and then when a customer goes to a manager and complains and

problems with entitled customers, to see how it responds to the

the manager gives them a pass, that’s a huge blow to employee

challenge. The airline industry has a few tools at its disposal that

morale,” Montgomery said.

the broader hospitality field doesn’t. Through the Federal Aviation Industry, it has legal mechanisms like the no-fly list to block

As he continues to explore the growth of this phenomenon and

passengers whose behavior escalates to violence. Both pilots and

what to do about it, he hopes to bring in the perspective of the

flight attendants have strong unions, which

consumer at some point. Gaining a better

have stepped up to serve as a voice for

understanding of entitled behavior might

workers both with policymakers and airline companies. Clearly, though, there are a few things hospitality companies can do to help employees feel supported. “A lot of people have pointed to this idea that the customer is always right and said there has to be a shift in how companies view customers,” Montgomery said. “Service theory says you take care of your employees, and your employees take care of your customers. We have to take that to heart now and

“At the end of the night, we have a shift meal, so all of our employees sit down and eat their meal together. That’s the time to debrief from the day,”

realize there may be situations where you have to kick out a customer or ask them to

provide some ideas on how to deal with it. In the meantime, hospitality companies will continue to nurture their staff so they can provide the best service possible to those who are dining, drinking, and seeking overnight stays in higher numbers. For young people in particular, who tend to have the most entry-level jobs and also place priority on relationships and mentorship, providing them with a sense of community is important. Now that in-house dining is back in full

- John Barofsky, Beppe & Gianni’s

swing, Barofsky has returned to many of his

leave—not just because it’s the right thing

typical routines with staff. At the beginning

to do, but because if you don’t, it makes the

of every shift, they do a check-in to make

acquisition and retention of labor too difficult.”

sure everyone is ready to go for the evening. “At the end of the night, we have a shift meal, so all of our employees sit down and

Both managers and business owners need to make sure they’re

eat their meal together. That’s the time to debrief from the day,” he

standing up for employees facing entitled customers. In the survey,

said. People can complain, celebrate, seek advice, and enjoy being

a high percentage of people said they felt supported by their

together. These relationships are key to serving employees so that

manager. Fewer felt the same way about ownership or felt that

they can go out the next day and serve the people who keep the

owners would be less willing to ask an abusive customer to leave.

hospitality industry going.  SOPHIA BENNETT

Survey participants also expressed frustration at inconsistent enforcement of policies. “If you tell the employees this is the policy,

OregonRLA.org 31

Together We Make Our Industry Stronger! GOVERNMENT ADVOCACY

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WORKFORCE DEVELOPMENT

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O R EG O N R L A .O R G 32

Oregon Restaurant & Lodging Association | SUMMER 2022

Be heard at the local, state and federal levels of government, make informed decisions with shared industry intelligence and best practices, and save money on industry products and services with ORLA-exclusive deals. Membership is what makes this all possible. Joining is easy, visit OregonRLA.org to get started.

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Serving Oregon Hospitality! OregonRLA.org 33

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Oregon Restaurant & Lodging Association | SUMMER 2022

CONSULTING CORNER: HAIR OF THE DOG An Industry in Recovery

t’s no secret that the bar industry can be quite polarizing. When local economics are strong, the bar and nightclub industry is able to thrive. When there is uncertainty within the market, this industry is one of the first to feel the repercussions. It is also particularly sensitive to supply chain breakage and various forms of socioeconomic pressure. So, what can we do to mitigate these losses? René Magritte's ‘The Treachery of Images’ comes to mind when I think of this beloved industry. The Belgian surrealist depicts a painting of a tobacco pipe, captioned with “Ceci n'est pas une pipe.” Translation: “This is not a pipe.” What did he mean by this? This is not a pipe, but a painting of one. A bar is never just a bar, but an idea brought forth by passion, dedication, and a story. The reality that Magritte was illustrating for us holds true today. We are not just four walls selling food and drink, but a living narrative on our outlook, our community, and our personal goals.

We as an industry have faced our fair share of trepidation in the last two and a half years. Notably, we have become vulnerable to recent market fluctuations. The break in the supply chain, along with a national labor shortage, has resulted in astonishingly difficult times for all of us. Prices have risen across the board, both for product and wages. It is imperative, now more than ever, that we draw in more regular customers. The return on these types of consumers is invaluable. Over 70 percent of patrons report that they revisit bars of a similar style on a regular basis.1 The underlying question is this: how do we keep them coming back? My last article written for ORLA, “Welcoming a New Era of Consumers,” highlights the switch in younger generations to more health-conscious eating habits. Their drinking habits are also aligned with this thought. Going out for drinks with friends has become a social experience more than anything else. Some people are stepping away OregonRLA.org 35

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from the need to imbibe heavily and are looking towards the future of mixology to help them with their goals. The trendsetters in mixology are dubbing this as the “No & Low Movement.” Non-alcoholic ‘mocktails,’ or low ABV cocktails including one ounce pours of 20 percent ABV liqueurs, are on the rise. This is monumental for our industry, as people are willing to pay cocktail prices for a beverage that stimulates their palate and is made with care by a seasoned mixologist. These “No & Low” drinks allow us to charge higher prices on a drink that costs a fraction of the price to produce. While the “No & Low” movement rockets, many other trends in alcoholic spirits are still growing. Droves of people became their own bartenders during the pandemic shutdown, instilling an affection for mixology that they hadn’t before encountered. With that affection came an expansion of personal knowledge. Trends in flavor profiles change consistently every five to seven years as our palates develop. For instance, beer sales are plummeting with only 10 percent of consumers reporting that they drink beer regularly when they go out.2 One thing that is sweeping our industry in 2022, undoubtedly, is agave spirits. Tequila and mezcal are being experimented with in bars across the nation. A popular method that mixologists are using combines blanco tequila and mezcal, so as to warm people up to the smokey overtones of mezcal. Naturally, these spirits go fantastically with lime juice, yet the prices of limes seem to be on a steady uptrend. One way many bars are helping to bridge the gap in costing is to use their limes for juice, and then infuse their tequila or mezcal with the rinds to accent the flavor profile. In turn, this increases the longevity of their initial lime juice supply. Tricks like this accentuate the prosperity of our industry. Garnering the attention of repeat customers through trendsetting cocktail menus is one of the many ways this industry will continue to thrive. Finding ways to combat the issues we have been fraught with for the past two and a half years is the key. Whether through healthy mocktails, an agave spirit twist, or even a penny-pinching hack that extends the life of your limes, we will find a way to adapt. Like Magritte so poetically put it, this is not a bar. This is our culture, lifestyle, and craft.  KATE RATLEDGE, TOGATHER RESTAURANT CONSULTING

1 America Nightlight Association 2 Statistica

OregonRLA.org 37

MANAGING RISK: WAGE AND HOUR LAWS What Restaurant and Lodging Businesses Need to Know

pening a new restaurant or lodging property during a booming economy is no walk in the park. Opening a restaurant or lodging business (or reopening a hotel or restaurant) at the tail end of a global pandemic can be even more complicated, like making the perfect chocolate lava cake (“It’s molten!”). To navigate the legal minefield ahead, new restaurant and lodging property owners and senior managers should keep the following wage and hour laws on the front burner.

MINIMUM WAGE AND OVERTIME

Generally, federal and state law requires that employers: • pay employees at least Oregon’s minimum wage, with few exceptions; • pay overtime at the rate of 1.5 times the employee’s regular rate of pay for all hours worked over 40 in the workweek; and • maintain records with accurate information about every employee’s hours worked and wages earned.

Oregon's minimum wage depends on work location. As of July 1, 2022, the minimum wage is: • $12.50 per hour in non-urban areas (e.g., Baker, Coos, Curry, and Douglas Counties); • $13.50 per hour in standard areas (e.g., Benton, Deschutes, Lane, and Marion Counties, and parts of Clackamas, Multnomah, and Washington Counties outside of the urban growth boundary); and • $14.75 per hour in the Portland metro area (within the urban growth boundary, including parts of Clackamas, Multnomah, and Washington Counties). Oregon law requires that the minimum wage be the same for adults and for minors. To be clear, some restaurant and lodging employees—e.g., general managers, assistant managers, and executive chefs—may be exempt from these minimum wage and overtime requirements. But most restaurant and lodging employees will be entitled to earn (1) a minimum wage for every hour worked and (2) overtime for hours worked over 40 hours in a workweek. Tipped Employees While the Fair Labor Standards Act (FLSA) allows restaurants to use a payment system known as “tip credit,” this payment system is illegal in Oregon. ORS 653.035(3). Tips cannot be counted against an employee’s hourly pay. Restaurants, however, can require employees to pool tips with other workers. MEALS AND BREAKS

There are a number of requirements for meals and breaks. Here are some of the basics: • For each eight-hour work period, an employee gets the following breaks free from work responsibilities: (1) two 10-minute paid rest breaks, and (2) one 30-minute unpaid meal break. • Employees get reasonable breaks as needed to express milk (and a private space that is not a bathroom to pump) until a child is 18 months old. Employers are required to make reasonable efforts to provide a private location where the employee can express milk. • These are the minimum requirements, and an employer can give its employees longer breaks.

Oregon Restaurant & Lodging Association | SUMMER 2022

PAYMENT OF WAGES

Regular Paychecks Under Oregon law, employers must pay employees all wages due and owing on a regular payday. Paydays may not be more than 35 days apart or more than 35 days from the date the employee started their work. Also, employers may not withhold or delay an employee’s paycheck as a form of discipline or in exchange for the return of employer-owned items held by the employee. Final Paychecks Restaurant and lodging property owners and senior managers should know the strict requirements that apply to the payment of final wages when an employment relationship is terminated. These requirements include: • If an employee quits with less than 48 hours’ notice (not including weekends and holidays), the employee’s final paycheck is due within five business days or on the next regular payday, whichever comes first. Example: An employee quits without notice on Monday, one week before Labor Day. The final check must be paid by the Tuesday after Labor Day, unless a regular payday occurs before that date. • If an employee quits with at least 48 hours’ notice, the employee’s final check is due on the employee’s last day of employment, unless that day is a weekend or a holiday. In that case, the employee’s check is due on the next business day. Examples: An employee gives three days’ notice that Saturday will be their last day of employment. The employee’s final check is due on Monday. An employee gives two days’ notice that Friday will be the last day worked. The employee’s final check is due on Friday.

the employee’s regular rate of wage for each day that final wages go unpaid up to 30 days. If an employer fails to pay final wages, with certain exceptions, the employer may limit its liability to 100 percent of unpaid wages by paying final wages within 12 days of written notice from the employee that wages remain due. Restaurants and lodging establishments should also watch out for penalties; Oregon law provides a $1,000 civil penalty for willful failure to pay wages at termination as well as costs, interest, and attorney’s fees. Deductions Oregon law allows deductions from paychecks if legally required (e.g., taxes) or if an employee voluntarily agrees in writing and the deduction is for the employee’s benefit (e.g., transportation). The paycheck must show the amount and purpose of each deduction. Direct deposit Payment methods have changed over time. While payment by check (and even cash) remains a standard practice for some employers, employers are increasingly moving toward electronic methods for paying employees’ wages. Fortunately, Oregon law allows the payment of wages (without any charge or discount to the employee) by direct deposit. But restaurants and lodging establishments should remember employees have the right to request payment by check, and that request can be verbal or in writing. Conclusion Navigating wage and hour issues when opening and running a restaurant or lodging property can be daunting. To avoid wage and hour and other employment law nightmares, consider consulting with an employment attorney who can help you develop a successful and legally compliant plan for your restaurant or lodging establishment in 2022.  IVÁN RESENDIZ GUTIERREZ

• If the employee is let go or fired, the employee’s final paycheck is due by the end of the next business day. Examples: If an employee is discharged on Friday, the employee’s final paycheck is due by end of the day on Monday. If an employee is discharged on Monday, the employee’s final paycheck is due by the end of the day on Tuesday.

ABOUT

Iván Resendiz Gutierrez, a partner of Miller Nash LLP, is an employment and appellate attorney serving the needs of public and private clients in Oregon and Washington. Iván can be reached at ivan. resendiz@millernash.com or at 503.205.2377. 1 Chef Carl Casper (played by Jon Favreau) in Chef (2014). 2 In addition to the laws discussed in this article, restaurant and lodging property owners and

There are serious consequences for failing to meet final paycheck requirements. Employers that do not pay final wages when they are due risk the imposition of a penalty wage equal to eight times

senior managers should also review laws regarding employing minors and predictive scheduling. 3 Employers can use the Urban Growth Boundary Lookup tool on Oregonmetro.gov to see whether an address is in the urban growth boundary or one of the urban or rural reserves.

OregonRLA.org 39

Create a Culture of Food Safety

ORLA's ServSafe® Manager Certification Course Give the best protection possible to your business, your brand and your customers. Help your team protect against foodborne illness outbreaks with ORLA's ServSafe training. This course blends the latest FDA Food Code, food safety research and years of food sanitation training experience. Your team will learn to implement essential food safety practices and create a culture of food safety. This certification meets the “Demonstration of Knowledge” and “Person in Charge” requirements of the Oregon Food Code and includes additional risk management training. Certification is valid statewide for five years and also satisfies the food handler requirement.

> Register Online for In-Person Classes at OregonRLA.org/ServSafe < JULY 2022:

AUGUST 2022:

SEPTEMBER 2022:

Monday, July 11 Monday, July 25

Monday, Aug 8 Monday, Aug 22

Monday, Sept 12 Monday, Sept 26

8:30 AM - 3:30 PM PST • Wilsonville

Must register ten business days prior to class in order to receive pre-study materials. Materials are sent after payment is received. Quickest registration is online at OregonRLA.org/ServSafe, or mail your completed form and payment to: Oregon Restaurant & Lodging Association, 8565 SW Salish Lane, Suite 120, Wilsonville, OR, 97070.

ON-SITE PRIVATE CLASS: If you have 20 or more employees for the ServSafe course (and you have a classroom setting) we can provide the trainer at no additional cost! Call ORLA for details at 503.682.4422.

Oregon Restaurant & Lodging Association | SUMMER 2022

Payment includes ServSafe book and exam. No refunds. Registrant may reschedule (up to six months later), or transfer registration (with book) to another person. Re-test option available for those who have taken an ORLA class and did not pass the exam. Questions? Call 503.682.4422 or visit ORLATraining.org

IT’S YOUR BUSINESS: This Common Hazard Could Be Hiding in Your Workplace

hen we think about kitchen safety, we usually think about common injuries such as cuts and burns. But hazardous chemicals, including cleaning supplies, can pose a serious safety risk. In the hospitality industry, chemicals are used in every part of the business. Some may be seasonal or not used frequently. Managing and updating your inventory of chemicals is an important aspect of expense management, budgeting, employee training, facility maintenance, and operations. It is even more important for guest, customer, and employee safety. This partial list of chemicals can get you started with your own inventory system. • De-icers • Disinfectants • Glass cleaner • Carpet and floor cleaners • Upholstery cleaners • Polishes (furniture, metal, glass, porcelain, stone) • Detergents and soaps • Multi-purpose cleaners • Degreasers and solvents • Air fresheners • Glues, adhesives, caulking, caulk removers • Power washing chemicals and additives • Abrasives • Acids

• Landscape chemicals and fertilizers • Exterior maintenance chemicals • Paints, lacquers, coatings • Pest control chemicals • Mold and mildew inhibitors Chemical storage is another issue often overlooked and can have a big impact on safety and health. Storage areas should be appropriate for the specific chemicals being stored. Space, lighting, ventilation, access, and security are important considerations. Chemicals should not be stored near food products and should be kept away from items used to prepare and cook food. Storage area shelves should be sturdy, provide easy access, and contain spills. Containers that are damaged or leaking must be removed and replaced. Spills should be routinely wiped up. Many chemicals are temperature sensitive and shouldn’t be stored in areas that get too hot or too cold. All employers are required to properly label workplace chemicals and train employees how to safely use them. Here are tips to keep in mind:

• Follow guidelines for proper chemical storage, handling, and first aid. • Label secondary containers with the product name and hazard information. • Make safety data sheets (SDS) available to all employees. Train employees how to read chemical labels, identify pictograms, and use chemicals safely. • If there is an incident, emergency responders will want access to the chemical(s) involved and the SDS. • Use required personal protection equipment. • Follow ventilation requirements specified for each chemical. • Be cautious of dangerous chemical interactions. Read the labels, discuss with your supplier, and educate your employees. • Wash hands after chemical use. Ensure emergency eyewash stations are readily available. • Safely and responsibly dispose of any outdated chemicals and empty containers. For resources and training information on chemical safety and developing an effective hazard communication program, visit SAIF.com/hazcom or email SafetyServices@saif.com.  SAIF CORPORATION

• Keep a list of all chemicals used at your location. • Review and update the list when products or procedures change. OregonRLA.org 41

THE TOP DIGITAL TREND TO WATCH IN 2022 Targeted Personalization Will Help Your Hotel Website Grow Its Direct Booking

Demand

Timing • Date Range • Days of the Week • Time of Day

Travel Party

• Search Dates

• Number of Adults

• Search by Days of the Week

• Number of Children

• Booking Value and Availability

• Number of Rooms

• Timezone

• Early Bird, Last Minute

Visitor Profile

Visitor Behavior

Custom Training

• Location (county, state, city)

•Members vs. Non-Members

• Device Type

• Source (TripAdvisor, Google,

• Length of Stay

• Previous Interactions

• URL Variables

• Last Page Visited

• CRM Info Stored In Data-layer

Instagram, Custom Domains, etc.)

hile there are a number of emerging trends in 2022, hoteliers need something that is not only fast and easy to implement but will deliver almost immediate results. In terms of the range of technologies that can help drive revenue, the most promising cost-effective technology to drive maximum conversion and booking growth is targeted personalization. While personalization is not new, the targeting capabilities of personalization tools continue to evolve, and they require renewed consideration in 2022. Targeted personalization is executed through six over-arching criteria (that can be implemented alone or in combination): 42

Lookers are targeted according to these six criteria and can be contacted with specifically tailored messages. Personalized Flash Sale Personalization gets even more personal when combining the targeting criteria and the countdown timer for a hyperpersonalized flash sale. While Flash Sales are nothing new, they are typically driven by a specific date for a specific amount of time or by availability in inventory. However, when combined with targeting criteria they can deliver a more precise proposition. The targeting criteria, when combined with the countdown timer, can start as soon as the looker hits the website. So, this is true 1:1 marketing. Thanks to

Oregon Restaurant & Lodging Association | SUMMER 2022

the timer, the guest knows in advance that they will only have 20 minutes to book the offer, whether it’s a deep discount or significantly included packaged value adds. The booking must clearly indicate it is fully cancellable to help overcome any concern of losing their money with the impulse purchasing decision. If the purchase isn’t made within the allotted time (20 minutes), a message is displayed saying they will be contacted in the future for other flash sales if they share their email address. This type of sale creates urgency and drives focused bookings in a very short period of time. It also helps to grow the hotel’s marketing database.

Predictive Personalization Predictive personalization is the ability to predict the actions of users based on their previous behaviors online. Data related to a user’s online history is used to predict their actions and thereby place content more apt to elicit desired behaviors. When it comes to hotels, predictive personalization constructs a predictive score of the user based on their past behavior (before coming to the website), current behavior on the website, any interaction it has with on-site personalization messaging, and external market data. Once implemented, predictive personalization addresses two issues hotelier marketers face. Either they are not running value-

targeted campaigns, or they are running promotional campaigns that target everyone. A hotel can use predictive personalization to run value-targeted campaigns and drive more bookings and revenue. The solution will split promotions and uses targeted offers for low-intent users (and drive 20-30 percent more bookings) and targeted upsells to high-intent users (up to 30 percent more revenue). For hotels that are running promotions that don't differentiate based on intent, this personalization can optimize these campaigns and save the hotel money by splitting the campaigns and reducing incentives for high-intent users. By suppressing promotions to those with high intent, personalization will save the hotel up to 80 percent on unnecessary discounts to these already motivated bookers. When properly implemented, conversion rates for low-intent users can increase between 50-60 percent and high intent user conversions can increase over 150 percent. So, if a hotel is looking to quickly grow their direct bookings and revenue on their hotel website and booking engine, they should strongly consider how personalization can help them achieve their goals. Strategically targeted personalization will deliver the right message at the right time to the right looker that will seamlessly convert them into a booker!  MICHAEL J. GOLDRICH ABOUT

After two decades of hotel digital marketing experience, Michael J. Goldrich joined The Hotels Network as Chief Experience Officer to become the Voice of the Customer. Michael helps hoteliers grow their direct channel by using The Hotels Network's innovative solutions to attract, engage and convert visitors throughout the online booking journey.

HIlton Garden Inn - Wilsonville, OR

Personalized Forms Personalized forms enhance existing generic website forms and add targeting. Currently, forms on hotel websites sit on a single page and cater to requests ranging from “Contact Us”, Meetings, and Weddings. Personalized forms improve the guest experience by displaying as a layer on any page desired by the hotelier providing, they are triggered by the targeting criteria. Personalized forms have numerous applications. If the source site is wedding-related, a simple wedding form can be triggered from any hotel page after a certain amount of time on the hotel website. If a guest is on any page for more than 60 seconds, the “contact us” form can be triggered, asking if they have additional questions about the specific page. The personalized form can be triggered if the guest is searching for a date that is sold out and capture the guest’s name to be included on a waiting list. Personalization of forms is a subtle and friendly way of collecting information from guests and enriches the hotel’s database.

Built for Hospitality Explore more construction projects at

DEACON.COM Seattle | Portland | Sacramento | Pleasanton

OregonRLA.org 43

LODGING PERFORMANCE Hotel Benchmark Data The information contained in this report is provided by STR. For detailed lodging performance data for your area, contact STR at 615.824.8664 ext. 3504 or info@str.com. ORLA members can log in to access to monthly reports on OregonRLA.org in the Resource Library.

Occupancy (%)

MONTH - APRIL 2022 VS APRIL 2021 Avg Rm Rate ($)

RevPAR ($)

Percent Change from April 2021

2022 2021 2022 2021 2021 2021 Occ ADR RevPAR Room Rev

Room

3.1

17.8

Avail

Sold

United States

65.5

57.3

149.90

110.95

98.20

63.57

14.4

35.1

54.5

59.2

Pacific

70.2

58.4

189.95

135.62

133.40

79.18

20.3

40.1

68.5

75.6

4.3

25.4

Oregon

63.7

60.7

126.24

102.94

80.37

62.52

4.8

22.6

28.6

31.8

2.6

7.5

Eastern+

64.4

60.7

97.07

82.18

62.56

49.91

6.1

18.1

25.3

25.4

0.0

6.1

Central+

65.4

61.6

130.08

112.07

85.06

69.02

6.2

16.1

23.2

24.0

0.6

6.8

Southern+

66.0

76.8

106.66

94.84

70.38

72.80

-14.0

12.5

-3.3

-5.6

-2.3

-16.0

Willamette Valley+

69.5

65.8

127.66

99.18

88.74

65.24

5.7

28.7

36.0

34.4

-1.2

4.4

MT Hood/Gorge+

65.5

63.9

121.37

100.91

79.47

64.51

2.4

20.3

23.2

0.0

2.4

Portland Metro+

60.5

49.6

129.81

95.66

78.57

47.44

22.0

35.7

65.6

80.1

8.7

32.7

Coast+

62.4

67.2

141.31

126.91

88.21

85.27

-7.1

11.3

3.4

2.9

-0.6

-7.6

YEAR TO DATE - APRIL 2022 VS APRIL 2021 Occupancy (%)

Avg Rm Rate ($)

2022

2021

2022

2021

US Pacific Oregon Eastern+ Central+ Southern+ Valley+ Gorge+ Metro+ Coast+

49.0 49.4 51.7 46.6 51.2 63.9 58.0 51.6 42.8 58.1

140.75 177.48 117.35 91.93 123.15 102.75 116.71 113.44 120.41 128.84

103.05 121.61 96.13 78.30 105.70 89.14 91.58 96.31 91.44 113.01

58.5 62.9 57.1 57.0 60.1 60.6 63.9 57.3 53.0 56.9

RevPAR ($) 2022

82.36 111.56 67.03 52.42 73.96 62.31 74.62 65.05 63.80 73.31

PARTICIPATION

Percent Change from YTD 2021

Room 2021 Occ ADR RevPAR Rev 50.50 19.4 36.6 63.1 69.1 60.11 27.2 45.9 85.6 95.7 49.66 10.6 22.1 35.0 39.2 36.52 22.3 17.4 43.5 43.6 54.11 17.3 16.5 36.7 38.9 56.99 -5.1 15.3 9.3 5.6 53.13 10.2 27.4 40.4 38.6 49.71 11.1 17.8 30.9 30.9 39.17 23.7 31.7 62.9 80.1 65.63 -2.0 14.0 11.7 11.1

Properties

Room

Avail 3.7 5.4 3.1 0.1 1.6 -3.5 -1.3 0.0 10.6 -0.5

Sold 23.8 34.1 14.0 22.3 19.2 -8.4 8.8 11.1 36.8 -2.5

Rooms

Census Sample

Census

60818 9152 1012 96 87 152 156 35 246 239

5532402 4204737 802683 614932 70261 51064 4962 3074 5969 4197 8150 4916 10862 8046 2305 1935 26954 24535 11386 5165

36754 4719 527 48 51 63 93 24 186 70

RESTAURANT INDUSTRY SNAPSHOT Job Posting Data The following data is provided by the Oregon Hospitality Foundation and sourced from EMSI Burning Glass. Job postings are collected from various sources and processed/enriched to provide information such as standardized company name, occupation, skills, and geography. This report uses state data from the Oregon Employment Department. TOP INDUSTRIES MAY 2021 - APRIL 2022 Total/Unique Postings

Accommodation and Food Services

5,980 / 1,949

3:1

Health Care and Social Assistance

2,931 / 932

3:1

Retail Trade

1,735 / 393

4:1

Educational Services

631 / 285

2:1

Manufacturing

393 / 140

3:1

Admin and Support and Waste Mgmt and Remediation

176 / 88

2:1

Public Administration

91 / 68

1:1

Arts, Entertainment, and Recreation

136 / 49

3:1

Professional, Scientific, and Technical Services

119 / 45

3:1

Management of Companies and Enterprises

240 / 44

5:1

Oregon Restaurant & Lodging Association | SUMMER 2022

Intensity

Trend

Sample

NEWS BRIEFS Happenings From Around the Industry

Seeking Nominations for Hospitality Heroes

It’s well known that Oregon’s hospitality industry is brimming with outstanding individuals who go above and beyond, raising the bar for excellence in performance, service and commitment to the industry. The ORLA Hospitality Industry Awards seek to recognize these outstanding individuals and organizations who truly exemplify Oregon hospitality. Nominations can be submitted by anyone in the industry or self-applied. If you have a hospitality hero you’d like to recognize, please take a minute to nominate them and help share their story. Go to OregonRLA.org/nominate to submit your nomination.

Operators Made Powerful Impact in DC

Introducing the World to Oregon

Later this month, the State of Oregon will be featured on a global scale as the host of the World Athletics Championships–Oregon22 at the University of Oregon in Eugene. From July 15–24, worldrenowned athletes, coaches, and spectators from around the world will get to experience the magic of the place we call home. This presents a unique opportunity to highlight our state on a global scale and show the extraordinary hospitality of our home state. Businesses around the state are invited to join us in saying “Hello, World. Meet Oregon.” with collateral that shows the world there is a reason this event is in Oregon and we’re proud to host. Ask your DMO or Chamber for free collaterals or visit Industry.traveloregon.com for more information.

More than 500 operators and state restaurant association leaders pressed Congress to pass the Essential Workers for Economic Advancement Act (EWEA), replenish the Restaurant Revitalization Fund, and reinstate the Employee Retention Tax Credit at the Public Affairs Conference in Washington, D.C. this past May. Former House Speaker John Boehner, Sen. Joe Manchin (D-WV), Rep. Steve Scalise (R-LA), House Republican Whip, and Anna Palmer, best-selling author and founder/CEO of Punchbowl News shared insight into today’s political climate, stressed the importance of engaging with members of Congress in D.C., and at home, and shed light on challenges and opportunities facing political parties this election year. The restaurant industry showed up in force with a unified voice that was echoed in hundreds of congressional meetings and through nearly 10,000 letters urging members of Congress to support the EWEA.

Resources for Potential Hospitality Employees

The Oregon Hospitality Foundation recently partnered with McDonald Wholesale to produce a complimentary Hospitality Resume Building Tutorial for students who want to prepare for a job search in the hospitality industry. This video resource covers important topics such as creating a personal brand, what to expect when applying for a job, how to write an effective cover letter, and how to build a resume. The tutorial was made available by the Oregon Hospitality Foundation to all ProStart educators as part of an ongoing effort to provide workforce development resources to career technical education (CTE) program partners. For more information, visit OregonRLA.org/ProStartResources.

Hotel Occupancy Data Benefit

Did you know ORLA members can access the latest hotel performance report from STR by logging in to the Member Portal on ORLA's website? Once logged in, click the Resource Library in the dropdown under Additional Resources to access industry data, reports, and other information. For hotel members, new data-providers (not currently participating in STR reporting) can receive a free Monthly Hotel Survey and a free Monthly F&B Survey pending agreement to STR terms and conditions. ORLA’s new hotel data-providers are also eligible to receive a 25% discount off their first year’s subscription to Monthly and Weekly STAR and F&B Reports. ORLA’s Allied Members are eligible for a 25% first-year discount off STR’s Hotel Review. For questions, email Membership@oregonrla.org. OregonRLA.org 45

WHAT YOUR PEERS ARE SAYING Meet Some Oregon Restaurant & Lodging Association Members

embership in ORLA means being part of the only organization in the state devoted to protecting and promoting the interests of our industry. It’s all of us together that makes that possible.

Get inspired by these peer profiles where members share their thoughts on exceptional service and recognizing employees. And for a little seasonal fun, we also wanted to know their favorite food to grill on the BBQ, and if they prefer to camp or stay in a hotel for summer vacation.

Tell Your Peers a Little About You! If you are a member, and are willing to be profiled here, please email us at info@OregonRLA.org. Also, let us know if there is a question you would like to see your peers answer.

GET TO KNOW SOME OF YOUR PEERS BY READING THEIR RESPONSES TO THESE BUSINESS RELATED QUESTIONS:

How do you define exceptional service?

SHARON McFADDEN Oregon Food Bank, Portland

Title: Strategic Sourcing Manager Joined the Company: 2017 Member Since: 2018 Fav to Grill/BBQ: Salmon Vacay Preference: Hotel. A great bed and shower are a must after exploring the outdoors of the PNW. How do you define exceptional service? An opportunity to build lasting relationships by listening to understand, focusing on the details (big and small), and bringing your compassionate heart to every encounter.

How do you recognize your employees?

JOSH & KRISTI CRAWFORD The Squeaky Cork, Albany

Title: Owners Joined the Company: 2021 Member Since: 2022 Fav to Grill/BBQ: Brisket Vacay Preference: Rental house near water How do you define exceptional service? It is about going above and beyond for our customers. It is about making sure every single person who comes through our door leaves feeling valued, heard, and satisfied with their experience.

Oregon Restaurant & Lodging Association | SUMMER 2022

SCOTT HOSSNER Allied Video Productions, Salem

Title: CEO Joined the Company: 1990, purchased 2002 Member Since: 2019 Fav to Grill/BBQ: German Sausage Vacay Preference: Hotel (NYC!) How do you recognize your employees? We are intentional about recognizing employees who go above and beyond. This can be as concrete as bonuses during the year (not just holidays) but also includes starting every staff meeting with shout-outs and thank-yous. Our staff is also reflected in our environment - our building is adorned with hundreds of framed movie posters. When we onboard a new employee, they get to choose a couple of their favorite films to be added to the collection – typically right outside their office.

LeCHELLE DeLAUGHTER Dell Technologies, Nashville

Title: Account Manager Joined the Company: 2022 Member Since: 2018 Fav to Grill: Ribs Vacay Preference: Hotel How do you define exceptional service? I define exceptional service as service that goes above and beyond the existing expectations.

GIB HAMMOND Cannon Beach Bakery, Cannon Beach

Title: Proprietor / Master Baker Open Since: 1936, purchased 2018 Member Since: 2022 Fav to Grill/BBQ: Ribs & Chicken Vacay Preference: Hotel How do you define exceptional service? Making sure we put a little bit more than a dash of love into everything we bake so our customers cherish the memory.

MATT BERNARD The Porter Hotel, Curio Collection by Hilton, Portland

Title: General Manager Joined the Company: 2021 Member Since: 2018 Fav to Grill/BBQ: Ribeye Vacay Preference: Hotel! How do you recognize your employees? Pay them properly! Recognize the team broadly and often through daily affirmations and recognition of a job well done.

O REG O N RES TA U RA N T & LO DGIN G A S S O CI AT I ON

Serving Oregon Hospitality!

KELLY CULLENS Best Western – Rory & Ryan Inn / Rory & Ryan Inns, Hines

Title: General Manager Joined the Company: 2010 Member Since: 2022 Fav to Grill/BBQ: Steak & Shrimp Vacay Preference: Camping How do you define exceptional service?

I think that exceptional service is doing everything we can to make our guests feel welcome and to ensure that they are happy with their stay.

YOUR NAME HERE

Tell your peers about yourself! Would you like to be profiled in the next issue of Oregon Restaurant & Lodging Association magazine? Reach out to Lori Little at LLittle@OregonRLA.org Not yet a member? By banding together we make Oregon's hospitality industry stronger. Visit OregonRLA.org/membership to see the many benefits of membership and join today!

Together we make our industry stronger!

Learn more at

O R EG O N R L A . O R G OregonRLA.org 47

HOW CAN WE SERVE YOU?

MEMBER SOLUTIONS Save Time and Money with ORLA’s Cost-Saving Member Programs | OregonRLA.org

Membership in ORLA means being a part of the only organization in the state devoted to protecting and promoting the interests of the entire hospitality industry. Contact us for questions; let us know what issues are affecting your business and how we can help. We have your back!

MEMBERSHIP CONTACTS:

PREFERRED PARTNERS

STEVEN SCARDINA Regional Representative 503.718.1495 SScardina@OregonRLA.org

WORKERS’ COMP INSURANCE ORLA’s group program with SAIF affords members an additional 20% premium discount if they meet the eligibility requirements.

COMPUTER EQUIPMENT AND IT SUPPORT ORLA Members receive up to 30-40% off the everyday price on select Dell products. Members can also receive round-the-clock access to IT help with ProSupport, only from Dell.

TERRY HOPKINS Regional Representative 541.441.2219 THopkins@OregonRLA.org MARLA McCOLLY Director of Business Development 503.428.8694 MMcColly@OregonRLA.org

CREDIT CARD PROCESSING ORLA Members get a discounted flat swiped rate of 2.3% + .05 a transaction, plus additional fees waived and tools to run your business more efficiently.

NATIONAL PARTNERS

GOVERNMENT AFFAIRS CONTACTS: MUSIC LICENSING ORLA Members can save 10% on first year annual fee.

JASON BRANDT President & CEO 503.302.5060 JBrandt@OregonRLA.org GREG ASTLEY Director of Government Affairs 503.851.1330 Astley@OregonRLA.org

MUSIC LICENSING ORLA Members can save up to 20% off their music licensing fees.

HOSPITALITY PARTNERS

GLENDA HAMSTREET Executive Coordinator Government Affairs 971.224.1509 GHamstreet@OregonRLA.org OREGON RESTAURANT & LODGING ASSOCIATION MAIN OFFICE:

503.682.4422 • info@OregonRLA.org

Find additional member-to-member exclusive cost-saving offers and benefits aimed at improving your bottom line online at OregonRLA.org/hospitality-partners

• Asesso Capital

• Garth T. Rouse & Associates • HR Annie Consulting

• My Accounting Team • OregonLive

• Togather Restaurant Consulting 48

Oregon Restaurant & Lodging Association | SUMMER 2022

NEW MEMBERS ORLA Would Like To Welcome The Following New Members From February - April 2022 • • • • • • • • • • • • • • • • • • • • •

Arena Sports Bar, Independence AYLIN ENTERPRISES, Salem Baci's Pizza & Pasta, Rogue River Bamboo Grove Hawaiian Grill, Portland BBSI, Lake Oswego Berkeley’s Bar & Grill, Lake Oswego Big Town Hero, Stayton Black Bear Diner, Medford Black Bear Diner, Redmond Boujee Bites, LLC, Albany CasaBlanca, Grants Pass Cascada/Pronghorn Golf Club, Bend Chart Room, Astoria Clodfelter's Public House, Corvallis Columbia Gorge Sternwheeler, Cascade Locks Conversion Brewing, Lebanon Cornerstone Café, Rainer Crab Rock Pizza, Garibaldi Creekside Diner, Wilderville Cultus Lake Resort, Bend Dairy Queen, Gearhart

• • • • • • • • • • • • • • • • • • • • •

Dairy Queen, Newberg Del Taco - Cactus Enterprise, Salem Depoe Bay Chamber, Depoe Bay Dutch Bros, Oregon City Dutch Bros, St. Helens EatZ & Associates, Portland Econolodge, Portland Emerald Lanes, Eugene Four Points by Sheraton Portland East Garden Bar, Portland General Duffy's, Redmond Gino's Café & Sports Bar, Klamath Falls Inn at Cross Keys Station, Madras J's Restaurant & Lounge, Newberg Jackson County DB, Inc, Central Point Joe's Cellar, Portland Kelly's Restaurant & Lounge, MiltonFreewater Lava Lanes, Bend Lee's Wok, Newport Makoto Japanese Restaurant, Eugene Marathon Taverna

• McCools Pub & Grill • Mia & Pia Pizzeria Brewhouse, Klamath Falls • Mick & Mom's Pub & Eatery, Stayton • The Oak, McMinnville • Oregon Beverage Services, Inc., Salem • Oregon City Ice House, Oregon City • Otis Café, Otis • Pacific Bells, Inc., Vancouver • Pambiche, Portland • Papa Murphy's Pizza, Dallas, Monmouth • Papa Murphy's, The Dalles • Paylocity, Schaumburg, IL • Phoenix Inn Suites, Albany • Phoenix Restaurant, Bend • Portland Pet Food Company, Portland • Quality Inn & Suites, Medford • Rogue Valley Country Club, Medford • Rookies Sports Tap, Monmouth • Rory & Ryan Inns, Hines • Route 99, Brooks • Ruth's Chris Steak House, Portland

• • • • • • • • • • • • • • • • •

Sasquatch Brewing Co., Portland Sisters Saloon, Sisters Snap Delivered - IBO, Gresham Springhill Suites by Marriott PDX, Portland Stickmen LLC, Lake Oswego Surfland Hotel, Lincoln City Swire Coca-Cola, Wilsonville Tartuca, Portland Toast, Portland Town Club, Portland Twin Lakes Resort, Sunriver Union Block Coffee, McMinnville Verde Cocina Cafe, Portland Waypoint Hotel, Bend Wendy's, Lake Oswego Willamette Valley Wineries Association, Portland Workstream Technologies, San Francisco

Stay Connected by Subscribing to ORLA eCommunications. Get the latest hospitality industry news, event details, and offers. ORLA provides different types of email subscriptions to make sure you get exactly the info you are looking for. Tailor your subscriptions at OregonRLA.org/contact-us. CHOOSE THE RIGHT EMAILS FOR YOU  Insider: Monthly news and information (members only)  Alert: Urgent call to action or industry alerts  Announcement: Industry announcements  Events: Industry and association activities  Industry Offers: Sponsored messages, deals and discounts

OregonRLA.org 49

MEETING NOTICE MEMBER MEETING NOTICE: Sunday, September 11, 2022 | 12:00 pm Graduate Eugene • 66 E 6th Ave, Eugene, OR 97401 The Annual Meeting of the members of Oregon Restaurant & Lodging Association (ORLA) will be held on Sunday, September 11, 2022 in conjunction with the annual ORLA Hospitality Conference. Agenda items will include a an update on association activity and the election of the ORLA Board of Directors. STAY INFORMED AND ENGAGED: The member meeting is free to attend, to register for the full conference visit ORLAHospitalityConference.com

HAVE YOU HEARD ORLA'S PODCAST? Subscribe to Boiled Down wherever you get your podcasts so new episodes are delivered directly to your device! We condense valuable information and intelligence for Oregon hospitality.

OregonRLA.org/BoiledDown 50

Oregon Restaurant & Lodging Association | SUMMER 2022

LOOKING AHEAD Visit OregonRLA.org for event details and registration.

SUNDAY

TUESDAY

MONDAY

WEDNESDAY

THURSDAY

FRIDAY

SATURDAY

JULY 2022

ServSafe Class, Independence Day Wilsonville

11 ServSafe Class, Wilsonville

17 24

ServSafe Class, Wilsonville

AUGUST 2022

ORLA Open

ServSafe Class,Wilsonville

14 21

Swig & Savor

17 24

ServSafe Class,Wilsonville

SEPTEMBER 2022

4 11

Labor Day

ServSafe Class,12 Wilsonville

ORLA Hospitality Conference

ServSafe Class, Wilsonville OregonRLA.org 51

A Pacific Northwest Exclusive Liquor Event AUGUST 12

THE NINES HOTEL

Oregon Restaurant & Lodging Association | SUMMER 2022

PORTLAND

S W I G A N D S AV O R . C O M

Restaurant & Lodging - Summer 2022

Articles inside

What Your Peers Are Saying

New Members

News Briefs

Advocacy Update

Outdoor Sports & Recreation Economic Impact

A Return to Service

Managing Risk

The Top Digital Trend to Watch in 2022

From the CEO

Rose Festival Rallies Hospitality Sector

It’s Your Business