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The Art of Awe: When Hospitality Becomes an Experience By Deana J. Keller | Founder Marquee Hospitality Consulting Hospitality isn’t simply about providing a service. At its finest, it’s about creating an experience that makes someone forget the ordinary world for a moment. There’s a particular feeling that comes from entering an extraordinary space. You walk through the doors, take a few steps, and suddenly find yourself looking up. Perhaps it’s the architecture. The lightin

THE LEGACY SERIES: BLACK BEAR DINER, LEBEC CA. The Bear Still Has a Story to Tell There is something remarkably clear about Black Bear Diner before you ever sit down: You know where you are. The carved wooden bear standing outside. The lodge-inspired architecture. The paw prints. The bears tucked throughout the restaurant. The newspaper-style menu. Even the merchandise display filled with stuffed bears. In an industry where restaurant concepts are increasingly polished into i

Most hospitality brands don’t struggle because of concept. They plateau because of operational drag at scale. Operational optimization for multi-unit hospitality requires system-level refinement that evolves alongside growth. At one location, friction is manageable. At five locations, it becomes expensive. At fifteen locations, it becomes structural. A slight inconsistency in service flow at one restaurant may cost a few missed wine pairings per night. Across twelve units, th

Holiday seasons bring a surge of guests to hotels and restaurants, but keeping those holiday customers coming back throughout the year is a challenge. You invest time and resources to create memorable experiences during the holidays, so why not extend that relationship beyond the festive period? Retaining holiday guests as regular customers boosts your revenue and builds a loyal community around your hospitality brand. Here are five practical strategies you can use to turn se

In the competitive world of hospitality, every hotel strives to stand out and maximize profits. Operational excellence is the key to achieving this goal. It involves streamlining processes, enhancing guest experiences, and ensuring that every aspect of the hotel runs smoothly. By focusing on operational excellence, hotels can not only increase their profitability but also build a loyal customer base. Operational excellence is not just a buzzword; it is a strategy that can tra

In the world of high-end hospitality, success is not just about providing a luxurious experience. It involves a blend of strategic...

In the bustling world of restaurants, efficiency is key. It can make or break a dining experience. When customers feel that their needs...