Scorecarding Your Hotel Bar Operation

Scorecarding Your Hotel Bar – Are You Positioned for Maximum F&B Revenue Results? By: Scott Martiny

SBS travels the continent doing hotel bar assessments. (see www.An-Assessment-Case-Study.com) The interview/observation process generates a Scorecard, a red, yellow, green rating for critical components in the success recipe for a hotel bar venue. Scorecards are designed to rate how effectively a hotel bar venue is set up to attract hotel guests and group guests pre/post event. The target guest experience is an extended hangout customer. (see www.Extended-Hangout-Customers.com )

Most Scorecards according to management look like the one above. A lot of green – things being done well, and a few yellow/red in areas where they are pushing for change internally. (In this case we need a new kitchen so we can better serve our customers.) However, my observation of the same operation yielded the Scorecard below.

How is it possible perceptions could be so different?

• Most Hotel F&B managers don’t understand what the product needs to be to maximize hotel guest and not hotel guest revenues in a hotel bar venue (see www.Living-Room-Bar-Concepts.com)
• Human nature masks management’s ability to see change opportunity clearly
• Red implies a need to change, and taking on the change implied in the second scorecard would look like Mount Everest to an F&B manager