A Market for Today's Sophisticated Guest
By Thomas McKeown Executive Chef, Hyatt Regency Atlanta | August 20, 2017
The fun thing about meetings hotels is that they are a different place just about every week. One week we’re hosting a bridge tournament, the next a corporate sales team, or a dentists’ conference, or sci-fi fans in costumes, or cheerleaders jumping for joy. You name the group, and our hotel has probably welcomed them.
There is seasonality to our business, too. In cooler months, we’ll have more football fans, in the summer, families in flip flops. And our operation doesn’t close up at 5 p.m. Our guests visit at all hours of the day and night, from early morning commuters to airline crews that check in long after midnight. The one thing they all have in common is that they’re hungry, and it’s my job to feed them.
Feeding today’s guest is not as easy as it used to be, because our guest isn’t who she used to be. Guests today are vastly more sophisticated in their knowledge and expectation of dining choices. The world is a more connected place, and many guests are better traveled and exposed to unique and interesting cuisines.
Consumers are more careful about what they eat. Guests in general are more health conscious. Many people need to be aware of allergies and dietary choices to maintain their personal wellbeing. Increasingly, consumers want to know what’s on their plate and, importantly, where their food came from. And we all want to look younger and thinner (but still want to binge on some ice cream in the privacy of our guestroom once in a while).
Social media has an impact here as well. Dining experiences that are worthy of sharing on social media are very much in fashion. What we’re eating is now part of our personal brand, an image that we all carefully build and promote through our social posts. We like our food to be surprising and delightful, so we can tell our friends and followers that because we chose it, WE are surprising and delightful.
To meet the demands of all of these various, informed, wellness conscious, socially engaged and discriminating guests, chefs and hotels have had to get a little creative, change some rules, even push back some walls – in our case quite literally. One of our most popular solutions to meet all of our guests’ needs at Hyatt Regency Atlanta has been our Market concept.
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