Editorial Board   

Mr. Rush

Rob Rush

CEO, LRA Worldwide

Rob Rush is President & CEO of LRA Worldwide, Inc. a leading consulting and research company that specializes in Customer Experience Management (CEM). Rob co-founded the company two decades ago, and has helped grow it to its position as a leader in CEM consulting. Based outside of Philadelphia, LRA relies on an integrated suite of services designed to help organizations measure and improve service quality, employee performance, customer satisfaction, retention and profitability. LRA's service offerings include customer experience strategy and design, customer and employee research, the design and development of corporate standards and practices, customer service training, and quality assurance. LRA has deep sector expertise in the hospitality, leisure, sports, entertainment, and travel industries, and is exploring emerging sectors such as automotive, financial services, and healthcare. Clients include the PGA TOUR, Six Flags, Churchill Downs, Starwood Hotels & Resorts, MGM Mirage, Hyatt Hotels, the ARAMARK Corporation, NetJets and Quest Diagnostics. Rob is active in the American Hotel & Lodging Association and was recently interviewed by editors of The Wall Street Transcript for its CEO Spotlight Series. In addition to serving on the Hospitality Forum Editorial Board, Rob is a frequent contributor to leading marketing and industry trade publications such as Brandweek, Golf Magazine, CRM Magazine, US Banker, Resort & Recreation and Casino Journal. Recently, Rob was a featured speaker at the North American Conference on Customer Management, the National Institute of Golf Management and InfoShare 2005. Mr. Rush is a graduate of Cornell University. You can visit the LRA website at www.lraworldwide.com

Mr. Rush can be contacted at 215-449-0301 or rob.rush@lraworldwide.com

Coming up in August 2019...

Food & Beverage: Millennial Chefs Lead the Way

Led by Millennial chefs, hotels continue to foster sustainability, sourcing and wellness within their dining rooms and banquet spaces, and by all measures, this is responsible for an increase in their revenues. In many hotels, the food & beverage division contributes 50 per cent or more to hotel sales and they are currently experiencing double-digit growth. As a result, hotel owners are allocating an increasing amount of square footage for F&B operations. The biggest area of investment is in catering, which is thriving due to weddings, social events and business conferences. Hotels are also investing in on-site market or convenience stores that offer fresh/refrigerated foods, and buffet concepts also continue to expand. Other popular food trends include a rise of fermented offerings such as kombucha, kimchi, sauerkraut, tempeh, kefir and pickles - all to produce the least processed food possible, and to boost probiotics to improve the immune system. Tea is also enjoying something of a renaissance. More people are thinking of tea with the same reverence as coffee due to its many varieties, applications and benefits. Craft tea blending, nitro tea on tap and even tea cocktails are beginning to appear on some hotel menus. Another trend concerns creating a unique, individualized and memorable experience for guests. This could be a small consumable item that is specific to a property or event, such as house-made snack mixes, gourmet popcorn, macaroons, or jars of house-made jams, chutneys, and mustards -all produced and customized in house. One staple that is in decline is the in-room minibar which seems to have fallen out of favor. The August issue of the Hotel Business Review will document the trends and challenges in the food and beverage sector, and report on what some leading hotels are doing to enhance this area of their business.