Editorial Board   Guest Author

Mr. Nedeau

Mike Nedeau

Food & Beverage Director, Geneva National Resort & Club

Inspired by making others happy, Mike Nedeau, pursued a career in food and beverage. "I feel there is no better way to evoke smiles than through food and wine, beer or spirits."

For the past 17 years, gregarious grins have been Mr. Nedeau's goal, whether he working as bus boy, prep cook, sous chef, server, wine director, restaurant and tasting room manager, or sommelier.

Well-traveled and with such a refined palate, many would presume Mr. Nedeau's favorite meal to be a foie gras or Bordeaux wine, but the Elkhorn, WI-bred epicurean notes, "While I love a gourmet meal, just give me a bottle of Champagne alongside fried chicken and bacon, and I'm happier than a 13-year-old girl at a Justin Bieber concert."

In his current position as the Director of Food and Beverage for the luxury golf resort, Geneva National Resort and Club, he personally oversees five outlets within the Food and Beverage sector to include beverage carts/snack bars, Banquets the Grill Room restaurant, off site catering delivery service, and the Hunt Club Steakhouse. Mr. Nedeau is responsible for seven managers including chefs, sous chefs, restaurant managers and assistants, with the responsibility of 170 indirect reports in peak season.

Mr. Nedeau is a certified Sommelier, holding the Wine and Spirits Education Trust (WSET 3 advanced certification, and the Society of Wine Educators “certified specialist of wine (CSW). A graduate of University of Wisconsin-Whitewater with a degree in health and nutrition, Mr. Nedeau also holds a Master's in Business from Amberton University.


Please visit http://www.genevanationalresort.com for more information.

Mr. Nedeau can be contacted at 262-245-7000 or inns@gnresort.com

Coming up in April 2019...

Guest Service: A Culture of YES

In a recent global consumers report, 97% of the participants said that customer service is a major factor in their loyalty to a brand, and 76% said they view customer service as the true test of how much a company values them. And since there is no industry more reliant on customer satisfaction than the hotel industry, managers must be unrelenting in their determination to hire, train and empower the very best people, and to create a culture of exceptional customer service within their organization. Of course, this begins with hiring the right people. There are people who are naturally service-oriented; people who are warm, empathetic, enthusiastic, pleasant, thoughtful and optimistic; people who take pride in their ability to solve problems for the hotel guests they are serving. Then, those same employees must be empowered to solve problems using their own judgment, without having to track down a manager to do it. This is how seamless problem solving and conflict resolution are achieved in guest service. This willingness to empower employees is part of creating a Culture of Yes within an organization.  The goal is to create an environment in which everyone is striving to say “Yes”, rather than figuring out ways to say, “No”. It is essential that this attitude be instilled in all frontline, customer-facing, employees. Finally, in order to ensure that the hotel can generate a consistent level of performance across a wide variety of situations, management must also put in place well-defined systems and standards, and then educate their employees about them. Every employee must be aware of and responsible for every standard that applies in their department. 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.