Editorial Board   

Mr. Hanks

Richard D. Hanks

Chairman and President, Mindshare Technologies

Richard D. Hanks is Chairman and President of Mindshare Technologies, the leading provider of real-time customer and employee feedback solutions. Mindshare's proprietary survey technology captures the voice of the customer in real-time and immediately transforms it into actionable intelligence through powerful and incisive enterprise reporting. Mr. Hanks has been a senior executive of several Fortune 500 companies as well as several start-up ventures. He was a corporate officer at Marriott, an executive with PepsiCo and Price Waterhouse, and CEO of Blue Step, a software start-up. Rich was named "The Leading Sales Innovator in the Lodging Industry," and Marriott's sales team was rated one of the top 25 among all companies in the U.S. for four years under his leadership. Rich also led Marriott onto the Internet, prompting Bill Gates to refer to him as an "Important Internet champion" in his book Business @ the Speed of Thought. Earlier in his career, Rich was called the "Leader of Hotel Revenue Management and Strategy" for his leadership in hotel pricing and yield management. He is also a CPA. Rich was nominated as Utah Entrepreneur of the Year in 2001, 2007, and 2008. Mr. Hanks is the author of "Delivering and Measuring Customer Service", is a frequent teacher/speaker at trade, academic and professional gatherings, and is widely quoted in top business journals and trade publications. An active participant on various boards of corporations, universities, and foundations. Mr. Hanks was a lecturer and adjunct professor at Cornell University for 10 years and on the Board of the Cornell Center for Hospitality Research. He obtained his bachelor's degree from Brigham Young University and his MBA from Northwestern University.

Mr. Hanks can be contacted at 801-263-2333 or rhanks@mshare.net

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.