Staying Local from a Food and Beverage Point of View

By Ian McPhee Hotel Manager, Ritz Carlton Kapalua | December 25, 2011

Over the years, Hoteliers have provided value to the luxury traveler via various amenities -- from thirsty bath robes and opulent spa escapes -- to bespoke mini-bars, personal butlers and the latest in technology at one’s fingertips. These however, have become industry standards at high end properties across the globe and for the guest whom the dollar amount is not a question, The Ritz-Carlton, Kapalua augments world-renowned service with island-savvy and innovative approaches, offering both tangible and intangible added-value for our guests.

The Ritz-Carlton Kapalua remains an impactful, active community partner with the island of Maui and the Aloha State -- taking great pride in existing harmoniously with its breathtaking, natural surroundings. As a result in March, officials from the Department of Business Economic Development and Tourism, Department of Health and the state’s Chamber of Commerce named the renowned resort hotel one of only a few ‘Green Certified Businesses’ in Hawaii.

The islands of Hawaii are bountiful with fruits and vegetables, while also offering an abundance of fresh fish in its surrounding waters. From the top of the Big Island and Kona, to the mountain sides of Kula in Up Country, Maui – Executive Chef John Zaner has embraced staying local with our menu selection throughout the resort, an ethos subscribed to by the Ritz-Carlton brand as well.

Creative and Innovative - The Botanical Vegetable and Herb Gardens at The Ritz-Carlton, Kapalua

The Ritz-Carlton has taken the organic approach to cultivating herbs and vegetables that are featured throughout the resort’s dining outlets, creating a true ‘Garden-to-Table’ experience for our guests. Not only do these efforts support environmental preservation, but they also provide our guests a socially-conscious, delicious and healthy dining experience grown just steps from where the flavorful dishes are relished.

alt text
Pumpkin seed crusted ahi sashimi

Hotel Newswire Headlines Feed  

Coming up in April 2018...

Guest Service: Empowering People

Excellent customer service is vitally important in all businesses but it is especially important for hotels where customer service is the lifeblood of the business. Outstanding customer service is essential in creating new customers, retaining existing customers, and cultivating referrals for future customers. Employees who meet and exceed guest expectations are critical to a hotel's success, and it begins with the hiring process. It is imperative for HR personnel to screen for and hire people who inherently possess customer-friendly traits - empathy, warmth and conscientiousness - which allow them to serve guests naturally and authentically. Trait-based hiring means considering more than just a candidate's technical skills and background; it means looking for and selecting employees who naturally desire to take care of people, who derive satisfaction and pleasure from fulfilling guests' needs, and who don't consider customer service to be a chore. Without the presence of these specific traits and attributes, it is difficult for an employee to provide genuine hospitality. Once that kind of employee has been hired, it is necessary to empower them. Some forward-thinking hotels empower their employees to proactively fix customer problems without having to wait for management approval. This employee empowerment—the permission to be creative, and even having the authority to spend money on a customer's behalf - is a resourceful way to resolve guest problems quickly and efficiently. When management places their faith in an employee's good judgment, it inspires a sense of trust and provides a sense of higher purpose beyond a simple paycheck. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.