new global food and beverage directive … · 2016. 6. 10. · global food and beverage directive...

© 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


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


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.


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.


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.


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.



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


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.



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.


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.


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


SHARING THE INSIDE STORY IN THE LOBBY LOUNGE


• 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.


• 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.


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.


FRESH PERSPECTIVES


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.


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.


FRESH PERSPECTIVES


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.


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.


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.


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.


FRESH PERSPECTIVES


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.


new global food and beverage directive … · 2016. 6. 10. · global food and beverage directive...

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