new global food and beverage directive … · 2016. 6. 10. · global food and beverage directive...
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© IHG 2014 Confidential
GLOBAL FOOD AND BEVERAGE DIRECTIVE
INTERCONTINENTAL® HOTELS & RESORTS
FINAL: JANUARY 2014
INTERCONTINENTAL FOOD AND BEVERAGE‘MUST HAVES’ AND ‘MAY HAVES’
MUST HAVES• Breakfast service able to consistently meet different
‘speeds and needs’.
• All day dining with the flexibility to provide a meal for
guests at any time.
• A lobby lounge food and drinks menu.
• A bar (may be part of, or separate to the lounge).
• 24 hour in-room dining
• Mini bar or mini fridge.
• Club InterContinental Lounge service.
• Branded children’s menu
• Proactive recommendations to delight guests with
special dietary needs e.g. kosher, vegan or gluten
free and willingness to discuss, learn and respond to
those with more uncommon requests e.g. specific
food allergies.
MAY HAVES• Speciality bar e.g. featuring single drinks family.
• Speciality restaurant reflecting distinct local cuisine.
• IHG turn-key concept restaurant.
• Celebrity chef signature restaurant.
• Chef’s table.
• Private dining rooms.
• Spa cuisine – healthier options that provide a choice
of both lower calorie dishes, natural, super-foods,
which may be locally sourced.
© IHG 2014 Confidential 7
WHY OUR FOOD AND BEVERAGE EXPERIENCE IS IMPORTANT TO OUR GUESTS
THE VALUE OF EXPERIENCEHow our guests define ‘luxury’ is changing. It’s less about owning premium
‘things’ and more about gaining enrichment by having access to the right
experiences. The food and drink we serve and the way we serve them play a
critical role in delivering experiences our guests value and want to share.
“For me, luxury is having the time and
headspace to be able to develop and
try new things.”
Anna Marie, 36, Berlin
“The best things about travelling are those
amazing experiences that made you
empathise, think differently and change
your outlook.”
Brad, 42, London
“People want to feel your passion, to
know you have used your unique
experience and put thought into creating
this humdinger cocktail, that there is a
story behind it.”
Jarl Devries, 34, Bar Expert
“I spend my money on giving my children a
great education, different to the way I grew
up and that includes travel experiences that
develop all of our thinking and views of the
world.”
Huang, 46, Shanghai
© IHG 2014 Confidential 8
GLOBAL INSIDERInterContinental Hotels & Resorts is a truly international
hospitality brand that goes out of its way to provide insightful,
meaningful experiences that enhance our guests feeling that
they are in a global club.
INTERNATIONAL LUXURYTruly international hotel and resort brand.
We are evenly distributed in regions across the
world, we continue to pioneer international
standards of luxury hospitality.
INSIDER KNOWLEDGEInsightful, meaningful
experiences
We satisfy our guests’ desire for
knowledge and unique
experiences, by sharing our own
special insight.
AT YOUR SIDEProvide ‘In the know’ service
We provide personalised service
delivered by thoughtful and
attentive colleagues
that respect your status.
BRILLIANTLY COSMOPOLITANFeeling that they are in a global club
We are warmly sophisticated and provide a
feeling of exclusivity and like-mindedness for
those who are worldly.
A REMINDER OF OUR BRAND ESSENCE, PROMISE AND PRINCIPLES
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HOW OUR FOOD AND BEVERAGE PHILOSOPHY HELPS DELIVER AND UNDERPIN OUR BRAND
SHARING THE INSIDE STORY
Involving and co-
creating experiences
with guests in the
moment that they in
turn, will want to
share with others.
THE ROLE OF FOOD AND BEVERAGE
The food and drinks we offer our guests and how we serve them, brings them closer to the world they are experiencing by …
Knowledge, insights
or glimpses behind
the scenes, that our
guests wouldn't
otherwise gain.
Experiences, stories
and theatre that
brings this knowledge
to life in a way that
connects with our
guests emotions and
aspirations.
FOOD AND BEVERAGE NARRATIVE
When you are travelling away from home, whether it’s on business, a short break, or with the family, we know you want to explore, feed your curiosity and enrich your life with new experiences and knowledge, however limited your time may be.
At InterContinental, we believe the food and drink we serve can help unlock new discoveries. Behind every dish, every bar, every restaurant, there’s a story. Stories we love to share and involve you in from the market to the table.
Our passion for our craft is transparent and opens up new worlds whether that’s the destination you’re in, or a culinary trip across continents.
© IHG 2014 Confidential 13
SUPPORTING PILLARS OF OUR PHILOSOPHY
SHARING
THE INSIDE
STORY
FRESH PERSPECTIVESExperiences that are out of the ordinary and show guests stimulating new angles and perspectives that start conversations and create stories they will share in and take away.Immersive, interactive and informal engagement with our guests both front-of-house and behind the scenes of our craft, to a depth that they choose.
DISTINCTIVE DESTINATIONSThe best ingredients and dishes (however simple or complex) the local areahas to offer.Prepared in an authentic way and recognisable to local visitors such that ourguests feel that they have genuinely touched down and had a taste of thelocality.
PROVENANCE WE ARE PROUD OFAuthentic ingredients that can ideally be sourced back to field, river or vine. Recipes, techniques and origins that cue quality and craft to our ‘Affluent Experienced Travellers' and convey our passion in curating the finest ingredients for them.
GLOBAL FINESSE Food, drinks and environments presented in a way that helps our guests feel at home all over the world. Cognisant of their well travelled sophistication, their personal schedules and their changing needs and moods across their stay. Creating a sense of belonging with the new, and capable of surprising guests with the familiar.
© IHG 2014 Confidential 14
Our supporting pillars underpin and define the food and beverage experience in our hotels and resorts.
FRESH PERSPECTIVES
WHAT WE ARE WHAT WE ARE NOT
• Imposing our stories on guests or forcing
them to engage with us.
• Intrusive theatrics in restaurants or the bar.
• Overloading guests with information or
patronising them with our expertise.
• Superficial experiences or gimmicks that
have little depth or credibility.
• The latest culinary trend for the sake of it.
© IHG 2014 Confidential 15
PROVENANCE WE ARE PROUD OF
• Ingredients or products that come from
unsustainable sources.
• Taking shortcuts in the authenticity of our
ingredients.
• Knowledge and understanding of the foods
and drinks we serve limited to a few individual
experts.
• Mis-representing the health properties, origins
or characteristics of the foods we serve.
• Being slaves to margins at the expense of
demonstrating our passion.
WHAT WE ARE WHAT WE ARE NOT
© IHG 2014 Confidential 16
DISTINCTIVE DESTINATIONS
• Extreme local food/drink experiences that take
guests out of their comfort zones.
• Making eating and drinking experiences.
inaccessible for guest of other cultures to enjoy.
• ‘Dumbed down’ inauthentic dishes or
ingredients.
• Providing local tastes regardless of seasonality
and the quality of ingredients.
• Culturally clichéd delivery and predictable
offers.
WHAT WE ARE NOTWHAT WE ARE
© IHG 2014 Confidential 17
GLOBAL FINESSE
• Being all things to all people – bland in our efforts
to satisfy broad tastes.
• Fusion food confusion!
• Multi-national menus that attempt to represent
every global cuisine.
• Losing touch with the location we are in.
• The latest global trend disconnected from the
context of our hotel, our guests and our location.
WHAT WE ARE WHAT WE ARE NOT
© IHG 2014 Confidential 18
Breakfast is a ‘must-win’ occasion where it is essential to capture the
attention of guests. First impressions of our food quality are often
formed here.
Our breakfast experience must prove our expertise and passion as well
as comprehensively meeting our guests varied needs.
PROVENANCE WE ARE PROUD OF
Named sources and stories of ingredients on menus.
Packaging on display e.g. cheeses.
Special/rare blends or editions e.g. coffees, maple syrup or honey.
Authentic provenance of international classics e.g. Parma ham.
Concierge able to arrange trips e.g. to visit local farms, fisherman, vineyards etc. that supply the hotel.
FRESH PERSPECTIVES
Demonstrate the artistry of our chefs with breakfast staples made and prepared in front of guests e.g. bread,
sashimi, noodles, eggs and fruit.
Stories behind healthy options on menus e.g. the properties of super fruits, nutriceuticals.
Staff share the rituals of how to serve and how to eat e.g. Vietnamese Pho or local fruits.
DISTINCTIVE DESTINATIONS
Significant and visible presence of local ingredients, dishes and condiments. Breakfast provides a low risk forum
for guests to try something new.
Staff are knowledgeable about local source, use and flavours of ingredients and introduce guests to local dishes.
Local purveyors invited to showcase and champion their products e.g. street food breakfasts.
GLOBAL FINESSE
Broad choice of international breakfast classics.
Grab & Go breakfast picnics for those in a rush.
Discrete areas for guests in different breakfast modes i.e. leisurely start versus business.
Family friendly weekend brunch.
SHARING THE INSIDE STORY AT BREAKFAST
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SHARING THE INSIDE STORY IN THE LOBBY LOUNGE
PROVENANCE WE ARE PROUD OF
• Showcase seasonal ingredients e.g. Fruits, asparagus, oysters, hairy crab.
• Tell provenance stories in a more detailed way on menus or i-pads when guests have more time and inclination to
relax, engage and discover more.
FRESH PERSPECTIVES
• Signature afternoon teas that provide theatre and entertainment as well as delicious treats.
• Demonstration of our passion and expertise through the celebration of a relevant beverage for the locality e.g. coffee,
tea, chocolate. Observing the rituals and ceremony of the serve and introducing guests to its traditions and origins.
DISTINCTIVE DESTINATIONS
• Tasting menus of small dishes and canapés that (like breakfast dishes) provide a ‘low risk’ introduction to local flavours
and ingredients.
• Signature dishes of the locality e.g. Nasi Goreng.
• Local snacks served with drinks.
• Mini gift boxes or bags of local ingredients or produced for guests to take away e.g. spices or cookies.
GLOBAL FINESSE• International classic comfort foods unsurpassed in quality e.g. BLT, Caesar salads, pasta, noodles.• ‘Rustle it up’ suggestions – prompts of ingredients or preparation methods that guests can use to request a dish of their
choice whether it’s scrambled eggs or Shanghainese noodles. Capable of accommodating special needs eg. Kosher, vegan or gluten free.
• Internationally recognized brands of condiments – Heinz ketchup, tabasco, Lee & Perrins Worcestershire sauce.• A wide choice of coffee serves, water and herbal tea menus.• A children’s menu that both children and parents will approve of, served in a way that makes them feel welcome – the
right seating, tableware and cutlery for the age of child – little touches like wipes, puzzles and pens.
Our lobby lounges are multi-functional spaces that should act as the focal point
and a warm, inviting heart of the public areas of our hotels.
Guests and visitors may entertain here or seek a private moment to decompress
without feeling disconnected from the world around them.
The hours between 5-7pm are particularly crucial as day transitions into evening
and guests form their impressions of ambiance and conviviality which can
determine whether they stay within the hotel or go out.
© IHG 2014 Confidential 20
SHARING THE INSIDE STORY IN THE BAR
Guests want to have richer experiences that let them go deeper into a subject
and give them new stories or talking points. They also like to interact and be
surrounded by like-minded people - both other guests and visitors from the area.
There has to be a catalyst to create the convivial spark that makes for
great ambiance and that ultimately leads to more interactions (including dinner)
across the evening. Every InterContinental hotel needs a bar and focusing on
one drinks family can help us share our expertise, let guests explore fresh
stories and create the catalyst for a convivial experience.
PROVENANCE WE ARE PROUD OF
FRESH PERSPECTIVES
DISTINCTIVE DESTINATIONS
GLOBAL FINESSE
• Relevant artifacts to intrigue.
• Gifts to purchase and leave with.
• Food pairings, snacks and cocktail
dressings/garnishes that bridge the gap
between bar and kitchen.
• Seats at the bar in the centre of the action.
• Expert bar tenders and hosts with specialist knowledge and passion
for the drinks family who willingly share their knowledge with guests.
• Speciality cocktail menus.
• Drinks libraries and tasting experiences.
• Cellar visits.
• The heart of the bar built around one drinks family (may be locally
relevant or not.) e.g. vodka, gin, champagne, whiskey or rum. A
broad range of brands and products from the most authentic
sources including artisan flavours and styles.
• House made bitters and infusions to
complement.
• In-house micro-brews.
• The best local drinks selected by our bartenders.
• Local ingredients incorporated into refined cocktails.
• Local flavours in syrups, juices and infusions.
• Contemporary design that encourages conviviality and
allows for privacy.
• Premium, internationally recognised brands of spirits,
champagnes, soft drinks and mixers etc.
• Slim line/healthier options and thoughtful and inspiring non-
alcoholic cocktails.
• Water menus.
• Street food bar snacks and local tasting
plates.
• Welcoming to non-guests (direct street
access where possible).
• Broad range of coffee and tea serves.
• International classic bar foods prepared
beautifully and served in a way that makes
more casual consumption easier.
• Bite size sharing plates.
© IHG 2014 Confidential 21
SHARING THE INSIDE STORY IN OUR RESTAURANTS
All too often all-day-dining restaurants cater to everyone but appeal to no-one.
More than ever before guests want to see compelling proof of our passion for
food. They are increasingly sophisticated in their tastes and knowledge and
want to discover more about provenance, cooking techniques and artistry.
For concept restaurants that are unique, have intrigue and a richness of
experience, guests are willing to pay a premium. These concepts can also drive
significant external business. Value comes from creating depth around a few
key experiences done brilliantly.
PROVENANCE WE ARE PROUD OF
FRESH PERSPECTIVES
DISTINCTIVE DESTINATIONS
GLOBAL FINESSE
• Direct access for guests to chefs and
sommeliers.
• Cooking classes.
• Chef’s tables.
• Chef’s profiles.
• Knowledgeable and passionate staff.
• Open and transparent dining experiences that remove barriers.
between guests and our fresh produce, food preparation techniques
and even our chefs and let them explore behind the scenes and get
closer to our passion.
• Experiences that hero our skills e.g. in-house butchery or patisserie.
• Open kitchens and windows into preparation and storage areas.
• Contemporary concept restaurants whose provenance is authentic
from top to bottom – menus, ingredients, preparation techniques,
training of chefs – rich in stories at any level our guests choose to
explore.
• Appropriately matched wine and drinks
lists that complement dishes and
themes.
• Optional speciality restaurant offering best-in-class local cuisine that
attracts local business and ensures our guests don’t have to leave
the hotel to sample local tastes and excellence.
• A range of local dishes featuring local ingredients and prepared with
authentic cooking techniques e.g. wood fired ovens, tandoori etc.
• Signature restaurants of globally renowned chefs our guests have
heard of and are eager to dine with.
• Turn-key concepts that deliver a dining experience that heroes
the food at their heart to get people talking.
• Priority booking/reserved tables for guests.
• Local staff recommendations and
favourite dishes.
• Local condiments and dressings.
• The best seasonal produce from the
locality e.g. catch of the day or Chef’s
garden produce.
• A broad selection of international classic
dishes from around the world available
in the main restaurant. Old favourites
and new interpretations that will comfort,
excite and inspire well travelled and
sophisticated palates.
© IHG 2014 Confidential 22
SHARING THE INSIDE STORY IN GUEST ROOMS
When guests are away from home their eating habits change and the day is
often punctuated by smaller bites eaten more frequently. When guests choose
to dine in their room they want to kick back and be cocooned in their own
private bubble. They want restaurant quality food but not the restaurant dining
experience. They want comfort and familiar foods but also healthier options
and the opportunity to taste the locality without having to leave their room.
Capturing guests’ preferences ahead of their stay allows us to tailor the food
and drinks we provide them.
PROVENANCE WE ARE PROUD OF
FRESH PERSPECTIVES
DISTINCIVE DESTINATIONS
GLOBAL FINESSE
• Beautiful presentation – picnic baskets,
cheeseboards, hampers, bento boxes etc. that
provide practical, useful and simple ways of
serving and consuming food but also deliver a
sense of pampering and decadence.
• All the cutlery, utensils and accessories guests
need to enjoy great food of their choice in their
room.
• Personalised snacking services/options in room. Guests pre-order,
order on arrival or during their stay so their room is stocked with
personal favourites or foods and drinks they’d like to try.
• Menu gems selected from our restaurants and the local area –
carefully chosen for ease of transportation and consumption in room.
• Stories behind our products shared in room and on the menu.
• Changing menus or supplementary offers to present the
best seasonal produce.
• Beautifully packed products that tell a story and are
available as gift packs to purchase and take away.
• Bars stocked with premium brands at reasonable
prices.
• Delicious local snacks and tastes on menus.
• Sharing/sampling plates.
• Locally sourced fresh produce and locally branded products.
• Selected dishes from around the world that reflect the profile and
tastes of our guests including room service classics such as BLT,
burgers, Caesar salads etc. brilliantly executed.
• Elements of surprise even with ‘old favourites' – in the serve, the
accompaniments or the condiments – genuinely adds to the
experience and complementary.
• Able to accommodate broad tastes and special requests eg.
gluten free, vegetarian or Kosher.
• Local beers and soft drink options with tasting
notes and stories.
• Freely available local bottled water with the story
of the source.
• Fast delivery options and booked delivery slots.
• Unobtrusive delivery and set-up which respects
guests desire to cocoon and eat casually.
• Great children's menu that both parents and
children will love with portion size and food
delivered in a way that is appropriate for the age of
child.
© IHG 2014 Confidential 23
SHARING THE INSIDE STORY IN THE CLUB LOUNGE
Guests in our Club InterContinental lounges tend to be very well travelled and
appreciate recognition of their status and attentive service that makes them
feel special. Our lounges provide discrete surroundings where guests can be
publicly private – able to work or relax as they choose, surrounded by like-
minded individuals.
The food and drinks we offer, and the way in which we serve them, needs to
reflect their lifestyle aspirations and recognize their loyalty and commitment
to our brand.
PROVENANCE WE ARE PROUD OF
FRESH PERSPECTIVES
DISTINCTIVE DESTINATIONS
GLOBAL FINESSE
• Dish/menu previews and limited editions not available for
other guests.
• Vintage wines, rare blends and specialist drinks lists in
addition to complimentary beverages.
• Pick of the crop seasonal produce reserved for Club
InterContinental lounge guests.
• Waiting staff knowledgeable and comfortable discussing
dishes, provenance and wines.
• Buffet options and table service that presents our guests with
privileged access to our larder .
• Chef’s table invitations and chef’s selections and recommendations.
• Delicious and lighter healthy options for guests who spend large
amounts of time travelling and in hotels.
• Capturing of guest preferences and anticipation of their needs.
• Provenance stories that respect the sophistication and knowledge of
Club InterContinental lounge guests – detail they can engage with if
they choose on menus and tablets.
• Premium and super premium drinks brands that reflect their tastes.
• Specially selected tea and coffee blends from specialist
producers only available in the Club InterContinental
lounge.
• Foods and ingredients that celebrate rarity and craft.
• Chef’s selections of the best local ingredients and tastes of the
locality.
• Purveyors or producers from the locality in guest slots in the
lounge talking about their craft and produce.
• High capability to meet individual requests and ‘off-menu’ orders.
• Recognition that the needs and desires of guests in the Club
InterContinental lounge might be for simple things prepared
beautifully.
• Entertaining options available for when guests are hosting and
wish to treat or impress
• Discrete areas for social interaction/relaxation and where people
have the space to eat, drink and spread out work.
• Impact stories that describe the responsible
sourcing of our produce and its positive
community impact.
• Experienced staff with an appreciation of the lifestyle
demands of Club InterContinental lounge guests.
• Drinks cabinets where regular guests can store their
private, labeled bottles of whiskey, sake, Cognac etc.
© IHG 2014 Confidential 24