Editorial Board   Guest Author

Mr. Nelson

Brad Nelson

Vice President Global F&B Portfolio, Culinary Discipline, Marriott

Brad Nelson has spent the last 40 years in hospitality, crossing through the hotel business and restaurant since his first real job as a night line cook at a Hilton in his hometown of suburban Seattle. His role in the industry spans from corporate to independent, having led above-property teams in a Southern Cal ten-unit restaurant chain and the 7,000 property strong global hotel giant.

Chef Nelson joined Marriott in 1998 after having spent time with luxury operator Fairmont Hotels, the California desert's La Quinta Resort and Club, and ITT Sheraton's pacific division on the Big Island of Hawaii, among others. He likes to say that all of those experiences merely prepared him for his current role, leading the food and beverage culinary strategy for Marriott's 30 brands worldwide.

In 2003 Chef Nelson was named VP Culinary. Over the last 16 years, Chef Nelson has led key priorities with his efforts on sustainable seafood, transfats elimination, animal welfare, food safety, and now plastics and food waste.

Overseeing 30 brands across luxury, premium, and select service segments, Chef Nelson leads a robust team, whose mandate is to constantly challenge food and beverage norms. Chef Nelson also uses his platform to give back, having raised over $ 5 million for the People with Disabilities charity foundation, Service Source Foundation, where Chef Nelson is a board trustee member.

Industry accolades include being named 2014 Silver Plate Foodservice Operator of the Year by the International Food Manufacturers Association; recipient of Food Arts Magazine November 2012 Silver Spoon; judging the NRA'S FABI innovation award. Chef Nelson is a regular at many industry events, having spoken at Cornell's annual Ezra event, CIA Flavors conferences, and man.

A 1984 graduate of the Culinary Institute of America and recipient of the Richard T. Keating Award, he is a member of the Seafood Watch Foodservice Roundtable, International Corporate Chefs Association, James Beard Foundation, and CIA Alumni.

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

Mr. Nelson can be contacted at +1 301-380-4646 or brad.nelson@marriott.com

Coming up in April 2020...

Guest Service: First Impressions Matter

Hotels spend large amounts of money on marketing their operation and brand, but sometimes they fail to remember that guest service is the lifeblood of their business. It is outstanding guest service that allows a hotel to create an amazing and lasting impression, one that will remain with guests far beyond the duration of their stay. In pre-internet days, first impressions were formed the moment a guest walked through a hotel's front door. These days, first impressions are created long before a guest arrives at a hotel property. They begin when a customer visits a hotel's website or social media pages for the first time. When a guest connects with a property online, they immediately form an opinion of the hotel. First impressions matter and because of that, a hotel website should be mobile-friendly with blistering fast speed; it should be graphically appealing; and it should provide visual representation of the kind of experience a guest can expect. It is also vital to engage the customer; to actively solicit and respond to guest feedback. When a hotel personally engages with someone, it is demonstrating to other customers that guest opinions matter, and that management is willing to go the extra mile to provide superior guest service. Similarly, when a hotel sends out personalized emails with satisfaction surveys attached, it demonstrates that management values guest feedback, so that service can be improved at every level. Additionally, social media messages can be sent out prior to a guest's arrival to learn more about them, so their visit can be personalized. It's the small touches and details that are most remembered and appreciated. The April issue of the Hotel Business Review will examine what some leading hotels are doing to cultivate excellent guest service in their operations.