Editorial Board   Guest Author

Mr. Berwald

Patrick Berwald

Vice President of F&B, Benchmark Global Hospitality

Patrick Berwald, Vice President of F&B for Benchmark Global Hospitality, currently oversees all aspects of food and beverage strategy and direction for 80 diverse international properties.

With over 20 years of food and beverage experience, Mr. Berwald has held key roles with leading hotels and brands among a number of  diverse operating models.  Mr. Berwald received formal culinary training at the world-renowned, Le Cordon Bleu in Paris, France.  He then attained his BS in Hospitality Administration from the University of Nevada, Las Vegas.  Since then, Mr. Berwald has furthered his education with Cornell University's School of Hotel Administration focusing on Hospitality Finance and Marketing.  While in Las Vegas, Mr. Berwald opened the Paris Hotel & Casino as well as worked with MGM Resorts International and Caesar's Entertainment.  Mr. Berwald then went on to collaborate with such brands as Thompson, Hilton and InterContinental to include the iconic Hollywood Roosevelt and InterContinental North American flagship  as well as  the historic Willard in Washington, DC.  Recently Mr. Berwald held the role of Corporate Director of Food and Beverage for the New York based luxury brand, Loews Hotels.  Mr. Berwald was responsible for overall strategy, financial performance, operating efficiencies, capital projects and concept development. 

Mr. Berwald maintains credentials with the American Hotel & Restaurant Association (CFBE) and the National Restaurant Association (FMP).  In addition, he is an active member of the F&B committee of the American Hotel and Lodging Association. 


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

Mr. Berwald can be contacted at 281-364-3204 or pberwald@benchmarkglobal.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.