How F&B Roles Impact Customer Experience

Why Owners and GMs Should Rethink the Role of F&B in 2025 The hotel industry is expanding at remarkable speed,new supply, new concepts, and a guest base that is more informed, demanding, and experience-driven than ever and as I work with more properties, one insight keeps repeating itself: Food & Beverage is no longer a secondary department. It’s a strategic asset, one of the most undervalued levers of growth in our industry. If owners and GMs want to future-proof their properties, F&B deserves a different level of attention. 1. Guest satisfaction is built in F&B, not in the rooms. Rooms must be clean and comfortable, that’s a baseline. But what truly moves guest sentiment, review scores, and loyalty are the moments they spend in your restaurants, bars, lounges, and breakfast rooms. F&B shapes reputation far more than most performance reports reveal. 2. F&B defines the identity of your property. A hotel’s emotional impact is not created by its corridor design — it’s created by the heartbeat of its public spaces. A vibrant bar, a breakfast experience that feels generous and thoughtful, a restaurant that becomes a local favourite… these are the signature elements that differentiate a property in a crowded market. 3. Well-designed F&B strengthens total revenue and ROI. When room revenue becomes volatile, a strong F&B operation stabilizes performance. Even better: great F&B attracts non-residents, turning your hotel into a community destination. This is one of the most effective ways to grow ancillary revenue without increasing inventory or cost per room. 4. Culture begins with F&B talent. Chefs, bartenders, and restaurant managers are often your most passionate and guest-focused professionals. When they thrive, the entire property elevates its service culture — and it shows in every department. The point is clear: Owners and GMs who view F&B as a cost centre will limit their property’s potential. Those who treat it as a growth engine will lead the next chapter of hospitality performance. Because at the end of the day, guests don’t return for square meters or hardware they return for feelings, atmosphere, and connection. And F&B is where those emotions are created and amplified. Do you agree??

As a GM with a strong F&B foundation, I know firsthand: F&B can make or break the guest experience—and the bottom line. Yet too often, it’s either micromanaged from the sidelines or left too far on autopilot. Here’s what I’ve learned leading full-service resorts and high-volume properties: To truly elevate F&B, a GM must lead it with the same precision and care as Rooms, but with an added dash of creativity, storytelling, and culture. The How to... ✅ Walk the Floor With Intention Not just a pass-through. Be visible during key service periods when possible —breakfast rush, lunch transitions, dinner peaks. Know your pacing, guest flow, and the team’s body language. ✅ Taste and Experience the Product Eat in your outlets. Regularly. Incognito or not. Understand what guests experience—food, wait times, interactions, vibe. ✅ Review P&L with context Don’t just check F&B costs—analyze what’s behind them. Are we upselling? Are outlets cannibalizing each other? What’s the RevPASH trend? Study the Analytics - just like rooms there is a deeper story - find / uncover root causes. ✅ Host Stand-ups and Pre-Shifts Occasionally Drop into pre-shifts. Join a daily lineup. Recognize a line cook. Show you care about the grind. ✅ Meet With the Chef and DOFB Weekly Not just about numbers—talk trends, guest feedback, menu strategy, challenges. Make space for innovation and support. ✅ Drive the Story Every outlet should have a “why” behind its concept. Does the story connect with the property? Is the service style aligned with the brand promise? 🔁 Habits of Highly Effective GMs in F&B 🔹 Ask Questions That Teach – Don’t solve every issue. Ask: “What’s the root cause?” “How would you improve this process?” "How can you remove the road blocks?" 🔹 Celebrate Small Wins – A successful wine pairing, a quick table turn, a glowing review—highlight them. Build pride. 🔹 Bridge Front and Back of House – True culture happens when both worlds respect each other. Facilitate that - eliminate the Silo mentality. 🔹 Champion Training and Consistency – Invest time in service rituals. SOPs are culture in action. 🍽 Final Thought: A GM who understands F&B doesn’t just look at labor and food cost—they understand the emotional heartbeat behind every meal served. F&B does not have to bleed the operational profitability! When you lead your F&B teams with presence, partnership, and purpose, the results show up in more than just numbers. They show up in guest memories, team pride, and a culture of excellence that guests can taste, feel, and remember. #HospitalityLeadership #FoodandBeverage #HotelGM #ServiceExcellence #FBLife #GuestExperience #HotelOperations #LeadershipHabits #GMInsights #CultureMatters #RestaurantLeadership #FullServiceHotels #ServiceWithPurpose #HospitalityExcellence

When You’re the GM, F&B Isn’t “Someone Else’s Problem” — It’s Yours I still remember the early days stepping into a new property as General Manager. Occupancy numbers looked good. Smiles at the reception desk. Everything seemed "fine" — until I walked into the restaurants. Half-empty dining rooms. Unmotivated service staff. Bland guest feedback hidden deep in the surveys. And that’s when it hit me: F&B is where a hotel’s true heartbeat is found — or lost. If the restaurants are empty, if the bars lack energy, if service feels mechanical — you don't have a hotel. You have a building with beds. From that day forward, I made a decision: ✅ I dived into every menu review. ✅ I challenged chefs to create experiences, not just meals. ✅ I trained staff not just to serve, but to sell joy. ✅ I aligned F&B strategy with brand identity and P&L objectives — every quarter, every property, every time. And the result? Not just better revenue. Not just awards or guest satisfaction scores. A living, breathing property guests wanted to return to — and investors were proud to own. F&B is not the “secondary engine” of a hotel. It’s the part guests remember, talk about, and share with the world. If you're a GM and you’re not walking your kitchens, tasting dishes, feeling the floor energy every single week — you're missing where leadership is needed the most. You can’t build a great hotel if you don’t respect the art and science of F&B. And that’s a lesson I carry into every project I lead. #HospitalityLeadership #FandBStrategy #HotelExcellence #GuestExperience #OperationalExcellence

Over the years, I've learned that true hospitality entails not just delectable food and a lovely setting, but also consistency, personalization, and attention to detail. From the time a guest arrives until they leave, every interaction counts. Whether you're new to the hospitality industry or creating your own concept, here is my ultimate checklist for creating a memorable guest experience: ✔️ First impressions set the tone The moment a guest walks through your doors is the moment their experience begins. Make it count. Make sure to greet them with a smile, eye contact, and enthusiasm that embodies the character of your venue. Within the first few seconds, people remember how you made them feel. ✔️ Anticipate needs before they ask Good service turns into great service at this point. Is your visitor running low on water? Between courses, has the table been waiting too long? Does a frequent visitor have a preferred seat or dish? Teach your staff to watch and respond before a request is made. Proactive service fosters loyalty and demonstrates concern. ✔️ Perfect the little details Often, the smallest things have the greatest effects. Consider how the lighting changes from day to night, how a napkin is folded, or how the music enhances the atmosphere. A unified, unforgettable atmosphere is produced by these details. Every location is created with the intention of telling a story, and the details are what make the tale come to life. ✔️ A strong team = exceptional service Without an empowered, well-trained, and mission-aligned staff, no venue can succeed. Being a host is a team sport. Make an investment in your people. Celebrate your victories. Openly discuss difficulties. Above all, establish a culture in which each team member takes ownership of the visitor experience because their concern is evident. ✔️ Tech should enhance, not replace hospitality Use technology to make things smoother, not colder. Digital tools and AI can help personalize menus, expedite reservations, and increase operational efficiency, but nothing can replace the human touch. Instead of reducing interaction, use technology to free up more time for your team to spend with guests. ✔️ Guests don’t just choose food, they embrace experiences We are now in the experience business rather than the food industry. People go out to experience celebration, comfort, connection, and excitement. Create moments that transcend the plate by planning your areas, your service, and your narrative. That's what makes a new visitor become a devoted regular. A successful F&B venue is about how you make people feel, not just what's on the menu. That’s the heart of hospitality. What do you think? What else would you include on this list? I would be interested in hearing your viewpoint. #HospitalityExcellence #CustomerExperience #HospitalityChecklist #7Management

Elevating Service in Food & Beverage: Keys to Hospitality Excellence The food and beverage industry thrives on delivering exceptional experiences. Whether in a fine-dining restaurant, a bustling café, or a luxury hotel, hospitality staff play a crucial role in shaping guest satisfaction. Here’s a guide to refining service standards and excelling in your role. 1. Understanding Guest Expectations. Guests expect more than just a meal—they seek a holistic experience. This includes ambiance, attentiveness, and personalized service. A warm greeting and sincere engagement can transform an ordinary visit into a memorable one. 2. Mastering Product Knowledge. Knowing the menu inside and out is essential. Staff should be able to recommend dishes confidently, suggest pairings, and address dietary restrictions. It builds trust and enhances the guest experience. 3. Efficiency & Attention to Detail. Precision matters—whether it's setting tables, timing orders, or ensuring that every dish meets quality standards. Attention to small details, such as napkin placements and proper glassware, elevates the overall experience. 4. Clear Communication & Teamwork. Strong communication between staff members ensures seamless service. Efficient teamwork reduces errors and enhances guest satisfaction. Kitchen coordination, order accuracy, and proactive problem-solving are key. 5. Handling Complaints Gracefully. Not every interaction will be smooth, but professionalism is paramount. When guests voice concerns, active listening and prompt solutions demonstrate commitment to service excellence. A well-handled complaint can turn an unhappy guest into a loyal customer. 6. Upselling Without Being Pushy. Strategic recommendations of premium items or combos benefit both guests and the establishment. The key is offering value rather than forcing sales—suggesting a wine pairing or a chef’s special enhances the dining experience. 7. Maintaining Hygiene & Presentation.. Cleanliness is non-negotiable. Proper attire, grooming, and hygienic practices contribute to a professional image and reassure guests of food safety standards. Consistency in presentation reflects a strong brand identity. 8. Staying Motivated & Engaged. A positive attitude makes a difference. Passionate and dedicated employees create an inviting atmosphere. Continued learning—whether through training sessions or observing industry trends—keeps service fresh and dynamic. Hospitality staff in food and beverage are more than servers—they are experience architects. By refining skills, embracing guest engagement, and upholding excellence, professionals can leave lasting impressions that turn first-time visitors into regular patrons.

Being an F&B Manager in a hotel is very different from managing a restaurant. You are not running one operation. You are connecting an entire ecosystem. Breakfast may start before sunrise. Then comes the lobby lounge. Pool and beach service. Lunch. Room service. Banqueting. Coffee breaks. Dinner. Bars. Weddings. VIP amenities. And somewhere in between, a last-minute event for 200 guests appears on the function sheet. Every outlet has its own team, guest expectations, revenue targets and operational challenges. But they all share the same hotel. That is why I believe a strong Hotel F&B Manager has to think beyond service. You need to understand the numbers. Revenue per outlet. Food and beverage cost. Labor productivity. Average check. Menu contribution. Banquet profitability. Waste. Inventory. Forecast versus actual. But numbers alone are not enough. You also need to understand people. The chef who needs better communication from service. The restaurant manager trying to develop the team. The stewarding department nobody notices until something goes wrong. The purchasing team protecting cost. The sales team promising an event. And most importantly, the guest who doesn’t care which department is responsible. They only see one hotel. That is the real challenge of hotel F&B leadership. Connecting departments. Building systems. Developing people. Protecting standards. Driving revenue. Controlling costs. While making the entire operation feel effortless to the guest. An F&B Manager doesn’t simply manage restaurants and bars. They turn multiple operations into one hospitality experience. | Emre Gülmez | Hospitality Leader | Business Development #FoodAndBeverage #HotelManagement #Hospitality #FNBManagement #HotelOperations #HospitalityLeadership #RestaurantManagement #Banqueting #GuestExperience #BusinessDevelopment #OperationalExcellence

🔻 10 𝐓𝐡𝐢𝐧𝐠𝐬 𝐌𝐨𝐬𝐭 𝐅&𝐁 𝐌𝐚𝐧𝐚𝐠𝐞𝐫𝐬 𝐌𝐢𝐬𝐬 𝐄𝐯𝐞𝐧 𝐭𝐡𝐞 “𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞𝐝” 𝐎𝐧𝐞𝐬 Insights from almost one and a half decades in the industry After one and a half decades running F&B operations in hotels, resorts, royal palaces, and restaurants across the globe from Michelin stars to high-volume banquets here’s what I see even seasoned F&B Managers overlook: 1. They focus on service flow, but ignore guest psychology. Hospitality is emotional. Understanding how guests feel at each touchpoint often matters more than flawless SOPs. 2. They manage costs, but not product perception. It’s not just about food cost %. It’s about perceived value. A dish costing $4 but selling at $60 with a story behind it is mastery. 3. They don’t read the room,literally. Lights, music tempo, air conditioning, scent,all impact the guest experience, but many don’t even notice them. 4. They obsess over P&L, but don’t walk the floor. Numbers are important, but presence on the floor builds culture, prevents issues, and earns team respect. 5. They treat training as an event,not a habit. Real leaders coach daily. Pre-service briefings. Post-shift feedback. Table-side mentoring. It’s ongoing, not quarterly. 6. They forget that staff serve like they’re treated. Demotivated staff won’t give warm hospitality. Fix your team’s experience first if you want guests to feel special. 7. They don’t innovate their beverage program. Still serving basic iced tea and espresso? F&B is theatre now, from tableside infusions to zero-proof cocktail pairings. 8. They underestimate the power of storytelling. Guests don’t remember prices. They remember the chef’s journey, the origin of the olive oil, the reason behind the wine pairing. 9. They ignore the kitchen-service relationship. A divided BOH & FOH kills guest experience. True leaders bridge the gap,not fuel the war. 10. They forget what “hospitality” actually means. It’s not checklists. It’s warmth. It’s the art of making people feel seen, safe, and sincerely valued. 💡 F&B Management isn’t about managing service. It’s about engineering moments of human connection that create memories, profit follows that. #HospitalityLeadership #FandBManager #RestaurantManagement #HotelOperations #GuestExperience #FoodAndBeverageIndustry #SOPs #ServiceExcellence #LeadershipInHospitality #Shehanshares

If you want people to stay longer, spend more, and come back again and again… don’t build another amenity. Invest in food and beverage. I’ve seen firsthand how powerful food can be in shaping behavior. It’s what brings people back, keeps them on property longer, and turns a single visit into part of their routine. When F&B is treated as an afterthought, it remains invisible and underutilized. But when it’s woven thoughtfully into the experience, it becomes a driver of loyalty, revenue, and genuine connection. In many hospitality and wellness concepts, food and beverage already represents 25–40% of total on-site revenue — yet it’s often the least optimized part of the experience. The goal isn’t just to feed people. It’s to create something that supports the lifestyle of the people you serve, builds community, and keeps them coming back for more. Food and beverage is quickly becoming a defining force in how lifestyle hospitality brands shape their identity, deepen engagement, and unlock new growth.

The best experiences are turning F&B 🍽️ into a storytelling medium. Themed bars that extend a ride's narrative. Restaurants where the menu is part of the world-building. Dining experiences designed to keep guests inside the story long after the attraction ends. It's no longer a supporting element. It's a scene. And the data backs it up -- dwell time is directly tied to emotional connection. Guests who eat stay longer, spend more, and come back. But the experiences getting this right aren't just thinking about revenue per cover. They're thinking about what the meal means inside the world they've built. That's the shift. F&B as experience design. Not an amenity. 🎯

Most hotel F&B programs are boring, predictable, and bleeding revenue, and it's because nobody on your team understands the psychology of why people buy. F&B in hotels isn’t about food. It’s about emotion. You’re selling feelings, not dishes. And most hotels are leaving a ton of money on the table because they don’t understand the psychology behind why guests order, return, and spend more. Here are 5 psychological triggers you need to be using right now: 1. Status & Social Proof: People love to feel like insiders. Position your rooftop bar, chef’s table, or wine tasting as exclusive experiences. Showcase guests enjoying it on social, highlight reviews, and let “regulars” feel like VIPs. Guests don’t just buy food, they buy bragging rights. 2. Nostalgia & Comfort: A single bite can transport someone back to childhood or to a trip they loved. Build at least one “memory dish” on your menu, a twist on a classic that feels familiar but elevated. People emotionally connect with nostalgia, and emotional connection increases spend. 3. Storytelling & Origin: Your food isn’t just food, it has a story. Where is the coffee sourced? Why does the chef love this recipe? Train your staff to tell those stories. When guests feel connected to the story behind the plate, they’re more likely to try, share, and recommend it. 4. Exclusivity & Scarcity: Limited-time menus, secret items only given to guests who ask, or “chef’s recommendations” sell because of scarcity. People hate missing out. Rotate specials monthly and push them on your social media to build anticipation and urgency. 5. Sensory Immersion: F&B is a sensory business. The clink of glasses, the aroma of fresh bread, the open kitchen where flames rise, all of it matters. Hotels that engineer sensory moments create experiences people remember and talk about. If you think you’re just running a restaurant inside a hotel, you’re doing it wrong. F&B is the most powerful profit center on your property when you understand human psychology. Train your team on this, and watch your covers, check averages, and repeat visits grow. --- I’m Scott Eddy, keynote speaker, social media strategist, and the #15 hospitality influencer in the world. I help hotels, cruise lines, and destinations tell stories that drive revenue and lasting results, through strategy, social media workshops, content, and unforgettable photoshoots. If the way I look at the world of hospitality works for you, and you want to have a conversation about working together, let’s chat: scott@mrscotteddy.com.