How Grab & Go Have Become the Latest Evolution in Hotel F&B

By Gary Isenberg President, LWHA Asset & Property Management Services | January 14, 2018

If hoteliers want a lesson regarding how drastically dining trends have evolved over the past 40 years, they need to look no further than the history of Howard Johnson’s. A welcome respite for vacationing families and interstate road warriors in the mid-20th century, those orange-domed waystations dotted nearly every highway across the country. At HoJo’s zenith, the chain numbered than 1,000 restaurants and 500 motor lodges.

Though people packed its tables and booths, no one mistook a HoJo for a fine dining establishment. Instead, Howard Johnson’s offered weary travelers a familiar and comfortable place to dine. Essentially, HoJo’s were diners, serving three meals a day from an expansive, but uniform, menu at affordable prices. There wasn’t any deviation into exotic culinary choices. But from the 1930s to the 1970s, that was okay with consumers who, for the most part, had less adventurous eating habits. Given that successful model, it’s easy to understand why full-service hotels built during that era mirrored that trend by featuring a breakfast-to-dinner restaurant. 

Yet today, only one HoJo restaurant remains. So what happened to make HoJo’s a relic of this country’s collective dining past? Why have morning-to-evening, waitstaff hotel restaurants become a rarity? It all has to do with shifting consumer culinary preferences that are reflected within the walls of modern lodging properties. 

The Place to Be…Then Not So Much 

During the 1970s and 1980s, when full-service Hiltons, Marriotts and Sheratons expanded into the suburbs ringing primary markets, those hotels’ three-meal-a-day restaurants, sports bars, and nightclubs thrived. In those secondary and tertiary markets, hotel eateries had few, if any competitors. So for consumers, the hotel restaurant was the place to eat and socialize.

Chain restaurants, however, soon seized on an opportunity to knock hotel restaurants off their perch by muscling into suburban, and even primary urban, locations. The chains provided another dining option to people in those towns; they needn’t go to the hotel restaurant anymore. Unfortunately, this reversal in consumer tastes left hotel owners with darkened dining rooms and decelerating food and beverage revenues. Hotels lost their supremacy as the “Best Place in Town to Eat and Drink.” People viewed hotel restaurants as stodgy and over-priced. 

Coming up in March 2018...

Human Resources: Value Creation

Businesses must evolve to stay competitive and this is also true of employment positions within those organizations. In the hotel industry, for example, the role that HR professionals perform continues to broaden and expand. Today, they are generally responsible for five key areas - government compliance; payroll and benefits; employee acquisition and retention; training and development; and organizational structure and culture. In this enlarged capacity, HR professionals are no longer seen as part of an administrative cost center, but rather as a member of the leadership team that creates strategic value within their organization. HR professionals help to define company policies and plans; enact and enforce systems of accountability; and utilize definable metrics to measure and justify outcomes. Of course, there are always new issues for HR professionals to address. Though seemingly safe for the moment, will the Affordable Care Act ultimately be repealed and replaced and, if so, what will the ramifications be? There are issues pertaining to Millennials in the workforce and women in leadership roles, as well as determining the appropriate use of social media within the organization. There are new onboarding processes and e-learning training platforms to evaluate, in addition to keeping abreast of political issues like the minimum wage hike movement, or the re-evaluation of overtime rules. Finally, there are genuine immigration and deportation issues that affect HR professionals, especially if they are located in Dreamer Cities, or employ a workforce that could be adversely impacted by federal government policies. The March Hotel Business Review will take a look at some of the issues, strategies and techniques that HR professionals are employing to create and sustain value in their organization.