Chelsey OngHTM 498Spring 2013

FORBES FIVE STAR PREPARATION

Rancho Valencia Resort and SpaRancho Valencia was opened in 1989.

One of Conde Nast Traveler’s Best New Hotels of 2013

Completed a $30 Million Renovation in 2012

Was ranked as #7 Resort in the Country and #1 Resort in California by U.S. News & World Report

49 Luxurious Guest Casitas with Private Patios

16/17 Tennis Courts

12 Villas owned by landowners

Veladora

Veladora means candle in the Spanish language. This restaurant was included in the $30 Million renovation in 2012. It’s kitchen is run by Executive Chef, Eric Bauer with his Farm-To-Table philosophy. Most of his ingredients come from the famous farm, Chino.

What is Forbes?

• Forbes Travel Guide started off as the Mobile Travel Guide by Mobile in 1958. • It inspects the site, food, service, atmosphere, table settings, reservations, and restaurant facilities.• It also inspects dinner service and food quality. • Michelin (Michelin Tires): quality, mastery of technique, personality and consistency of the food; not so much interior décor, table settings, or service quality• AAA Diamond (AAA): rates restaurants from basic to fine dining food

California Forbes 5-Star Restaurants

The French Laundry, 1994Yountville, CA • Thomas Keller• Retained Forbes 5-Stars

since 1999• Larry Nadeau• Open 7 days a week

Studio at Montage Laguna Beach, 2003Laguna Beach, CA• Craig Strong• Retained Forbes 5-Stars

since 2009• Fabien Riviere• Open Wednesdays-Sundays

Melisse, 1999Santa Monica, CA• Josiah Citrin• Earned Forbes 5-Stars in 2013• James Spencer• Open Tuesdays-Saturdays

Addison at The Grand Del MarSan Diego, CA• William Bradley• Retained Forbes 5-Stars since

2009• Joseph Martinez• Open Tuesdays-Saturdays

STEP 1:

Print out Forbes Standards for all associates

STEP 2:

Managers started testing associates about the Forbes standards during line up

Chelsey’s Project

Chelsey’s Project

Visit to Studio, Montage Laguna Beach

• “What did you learn?”

• Teamwork

• Family/Friends Atmosphere

• Bootcamp

STEP 3:

Contact Forbes 5-Star Restaurants and gain information about their success

Visit to Addison, The Grand Del Mar• Open• Friendly Service• Professional Fine Dining Atmosphere

Chelsey’s ProjectSTEP 4:

Create newsletter for associates and managers at Veladora

• New Menu Items

• Studio Interview

• Dates to Look Forward to

• Random Facts about Veladora

Feedback from Veladora

• They didn’t know what I was doing until I explain my project.• They were really intrigued by

the information I gathered and my newsletter.• They wanted to participate in

my fieldtrips.• They thought the newsletter

was really helpful by collecting all the information in one document.

• Initially, they were excited for my project.• Once I had my newsletter,

they thought it was cute, but didn’t really give feedback. • After asking about feedback,

they thought it was a really good idea to have a newsletter. • We have monthly

newsletters, now.

Coworkers Managers

Chelsey’s Project

• I researched practices at Melisse through an interview and found that during line ups, they have new information from one person. • I wanted to involve more people

into my project for future use. • During line up, one person will

report what they have learned recently. • It can be about the cheeses, wines,

other restaurant standards, etc.

STEP 5:

Created a “In The Spotlight” newsletter instead with information that was helpful towards our service and standards at Veladora

Other employees inputs were gathered and now, we started having a weekly research from someone in the line up.

Reflection•What have I learned?• Having an open mind and reaching out to other places will benefit me. • “Always learning” is something I always ran into. • Sharing your success can help others grow out of their comfort zones. • Many people in the industry are really helpful; all I had to do was ask.