FSM 2024 Panel Discussion: Creating Memorable Dining Experiences
By Gavin Fraser | August 5, 2024
In an era where dining is as much about the experience as it is about the food, a recent panel discussion at the 2024 Food Service Management Summit event gathered top culinary professionals to share their insights on creating memorable dining experiences. The event took place in beautiful Saint Petersburg, Florida at the historical Don CeSar.
Chris Aquilino, Senior Director of Culinary at Elior North America; Pam Chandler, Director of Culinary at Seagrass Village – Gulf Shores; and Laureen Herzig, Chef and Owner at Peace Love Food, provided a wealth of knowledge on personalizing dining, enhancing events, and navigating future trends.
Personalizing Dining Experiences
Personalization in dining has become a key factor in creating memorable experiences. Laureen Herzig highlighted the importance of the human touch, drawing from a recent encounter with a chatbot during her hotel stay. She stressed the value of personal interactions, noting how a handwritten note at check-in or a warm welcome can set the tone for an exceptional experience. “People want to feel a human connection, whether in a hotel or a restaurant,” Herzig explained.
Pam Chandler added that in senior living facilities, recognizing and acknowledging guests by name is crucial. Her team is trained to notice special occasions like birthdays and anniversaries and to offer small, thoughtful gestures such as escorting guests to their cars with umbrellas on rainy days. “Personal touches go a long way,” she noted.
Chris Aquilino observed a shift from quick-service restaurants to experiential dining, where people seek more meaningful interactions. “The pendulum is swinging back towards creating special moments,” he said, emphasizing the importance of personalizing service based on guest preferences and using their names to foster a connection.
Enhancing Event Dining Experiences
When it comes to events, creating an immersive atmosphere can significantly enhance the dining experience. Chris emphasized the importance of considering every detail, from music to the room’s temperature, to create a welcoming environment. “Everything matters—the buzz in the room, the smell, the overall ambiance,” he said.
Pam discussed the role of staff involvement in events, sharing an example of a Hawaiian luau where different areas of the venue offered distinct experiences. “The ambiance helps create the event, and it’s not very expensive to do that,” she noted, mentioning how simple changes like table decorations and staff attire can transform an event.
Laureen echoed these sentiments, highlighting the importance of engaging all senses to meet and exceed guest expectations. She recalled a recent experience where overcoming a challenging situation, like a child’s meltdown in a hotel lobby, was part of the broader guest experience.
Innovative Dining Concepts
Looking towards innovative dining concepts, Laureen shared her interest in secret-location dining events, where guests only learn the exact venue details shortly before the event. These events are typically interactive and immersive, creating a sense of excitement and exclusivity. She also praised Taco Bell’s innovative approach with their upcoming senior living experience, combining interactive games and food to engage attendees.
Pam mentioned her plans to revive the concept of progressive dinners in senior living, where guests move through different areas of the building to experience various courses and atmospheres. “It’s about making the dining experience fun and different,” she said.
Chris highlighted a recent event where the Constellation team transformed New York Botanical Gardens into an Alice in Wonderland-themed experience. “Immersive experiences create raving fans,” he observed, noting that integrating themed elements and storytelling can elevate an event.
Maintaining Authenticity
Authenticity in dining is essential but often challenging. Chris emphasized the need to align the cultural background of dishes with authentic ingredients and preparation methods. “If we’re serving Indian cuisine, for example, we should work with chefs who have that heritage and understanding,” he said.
Laureen noted that authenticity can be lost in translation if not carefully executed, citing Tex-Mex as an example where the genuine flavors and techniques are sometimes diluted. “Authenticity is often about the proper execution and understanding of the cuisine,” she explained.
Training and Educating Staff
Effective staff training is crucial for delivering personalized and high-quality dining experiences. Pam emphasized ongoing training and scenario practice to prepare staff for various guest interactions. “Daily discussions and sharing cultural experiences help our staff understand and meet guest expectations,” she said.
Chris highlighted the importance of anticipating guest needs and responding proactively to challenges. Simple gestures, like offering an umbrella on a rainy day, can make a significant difference in the guest experience. “It’s about being engaged and attentive,” he added.
Managing Guest Feedback
Handling feedback effectively is key to continuous improvement. Pam described her proactive approach, including regular table touches and open communication channels with residents and their families. “We encourage feedback and make sure residents feel heard and valued,” she said.
Chris emphasized the importance of listening to both positive and negative feedback as opportunities for improvement. “Feedback is a chance to change perceptions and improve the overall experience,” he noted.
Sustainability in Dining
Sustainability is increasingly influencing dining practices. Chris highlighted Elior North America’s goal of integrating more plant-based options and innovative cost-mitigation strategies, such as mushroom-blended burgers. “It’s about being creative with our menus while addressing sustainability challenges,” he said.
Laureen pointed out that sustainability extends beyond food to packaging and waste management. She praised Delta Airlines for its efforts to use biodegradable packaging and compost food waste. “Sustainability is a broad topic that encompasses many aspects of the dining experience,” she said.
Pam noted the generational shift in preferences, observing that younger generations are more focused on sustainability. “We’re seeing changes in what residents want, and we need to adapt,” she explained.
Future Dining Trends
Looking ahead, the panelists identified several trends shaping the future of dining. Chris anticipated that artificial intelligence will enhance menu decisions and focus on client satisfaction. “Experiential dining will continue to be important, with people willing to pay for unique experiences,” he said.
Pam predicted a rise in healthier comfort food options, reflecting a shift towards more nutritious versions of traditional favorites. “We’re seeing a trend towards making comfort food healthier,” she noted.
Laureen emphasized the growing role of technology, from vending machines that produce fresh baguettes to interactive virtual dining experiences. “Technology will play a significant role in how we create engaging and immersive dining experiences,” she concluded.
Creating memorable dining experiences involves a blend of personal touches, innovative concepts, and attention to authenticity and sustainability. As the dining industry continues to evolve, embracing these elements will be key to meeting and exceeding guest expectations.
