Coach Mark Steele Tackles Aspirations of Forbes 5-star Status
Company/Organization
Hyatt - Lifestyles Division
Company Size
100 hotels, approximately 20k employees
Locations
Thompson, Dallas, Texas
Alila Ventana, Big Sur, California
Thompson Buckhead, Atlanta, Georgia
Alila, Napa Valley, California
Alila Marea, San Diego, California
Number of Employees Trained
Up to 50 at each resort
The Challenge
In general, transitions are a time for need, but one cannot discontinue current projects or inhibit progress. Each of the Hyatt venues I worked with varied in its desperate need of structure and leadership. If the property does not have the proper infrastructure and isn't in place to start when the doors open, it could take years to make it to the championship.
The Goal
The company in its transition period, had aspirations to obtain Forbes Five-Star status.
Coach Mark’s Play Calls
The company in its transition period, had aspirations to obtain Forbes Five-Star status.
To obtain five-star status, a restaurant has to first focus on providing consistent, exceptional training, and ensure the processes and procedures are in place to lead employees to success. Each property needed a proven food and beverage leader, training, and overall staff buy-in and understanding of company goals.
Because of my extensive background holding many different roles within different sectors of the hospitality industry, I was able to be a jack-of-all trades and tailor my duties for each cruise ship as needed including:
Acting Food & Beverage Director
General Restaurant Coaching
Consulting
Restructuring
Transitional Guidance
PnL Review
Food & Beverage Staff Training
Liquor and Wine List Design
Private Party Sommelier
While my roles may have varied at each property, my overall four-part process implemented was the key to success: training, guidance, leadership, and presence.
The Results
All resorts were left in a better place than were found, with the proper team, resources, and training to provide the best service possible. Plus Alila Ventana Big Sur achieved Five-Star F&B scores on its Forbes shop since training, and Alila Napa Valley is on its way to five star status with a current Four-Star status in the 2023 Forbes Travel Guide Star Award Winners.
