WALT DISNEY WORLD DOLPHIN

Assignment
Twelve restaurants and lounges. An entire staff. A massive food and beverage operation. And one big mouse. Grab a napkin. This could get messy.

Assessment
But messy it was not. In fact, it was a finely calibrated, tightly executed plan. As Director of Restaurants, we performed demographic surveys to better understand who our guests would be. We then performed a competitive set, studying all the restaurants and catering facilities in the area. So we know our target. We’ve nailed down our competition. It’s time to get cooking.

Action
Based on the results of our in-depth research, we hired and trained all staff. And, we developed all F&B operating standards for all hotel restaurants to guarantee consistency. Now, everyone is on the same page. Literally.

Results
The restaurants generate, on average, over $40 million per year, net profit in the range of 23%, and staff turnover in the range of 13%. As for the icing on the cake, the Dolphin has picked up some prestigious industry awards, from sources such as Conde Nast, Mobil and the Orlando Sentinel, to name a few.

FINN'S GRILL

Assignment
Eighties décor. An overpriced menu. Some not-so-attractive uniforms. Hold your noses. This grill’s looking a little stale.

Assessment
The volume was just under $1 million per year. Location was not an issue; it was in a prime spot. But the etched glass, the brass, chrome and marble finishes made it look old and boring. Families just weren’t coming in because it was perceived as too expensive and not a fun place to eat.

Action
We had no choice. We had to shut down the Grill. Not forever, just for 60 days so we could work our magic. It took $280k to make improvements. It went into concept development, menu engineering, staff training and marketing.

Results
Immediately within the first year, sales increased by over $1 million, which eventually grew to an annual range of $3.3 million. It became a much more fun place to work too, and the staff turnover rate went to a low 25%. These are exactly the kind of numbers Finn’s was fishing for.

EMBASSY SUITES DOWNTOWN ORLANDO

Assignment
Unsatisfactory food and beverage products. Poor customer service. An Embassy Suites Hotel in bustling downtown Orlando in need of some good taste. We live for this.

Assessment
The overall product was less than acceptable. The customer service wasn’t meeting Hilton standards. Need we say more?

Action
We entered a 15-year agreement with the capital and ownership to overhaul, operate, manage and staff all food and beverage at the property. And in our trademark LSH way, we provided seamless and guest-transparent service within all F&B outlets. The guests didn’t know anything was happening. They just knew they loved the new experience.

Results
Sales increased by 20%. Profitability turned within four months. We interact with a lot of very happy guests. And we wish we had a nickel for every Hilton audit we get with the word "outstanding" on it. That stuff never gets old.