The Most Visionary Leaders Shaping the Hospitality Industry in 2024

VOL 00 I ISSUE 00 I 2024 VOL 02 I ISSUE 02 I 2024 Pauline Parry Pauline Parry Founder and CEO Founder and CEO A Guide for Hospitality Professionals The Art of Excep?onal Customer Service A Guide for Hospitality Professionals The Art of Excep?onal Culinary Delights Customer Service Exploring Food and Beverage Trends in Hospitality Culinary Delights Exploring Food and Beverage Trendsetting Excellence: Trends in Hospitality Trendsetting Excellence: Pauline Pauline Pauline Pauline Pauline Pauline Award-Winning Culinary + Events Award-Winning Parry's Parry's Parry's Parry's Parry's Parry's Legacy Culinary + Events Legacy

Hospitalityis the Magic that turns a Stay into a story

From Trends to Triumph he hospitality industry is undergoing a profound world. They are implementing eco-friendly practices Hire transformation driven by evolving consumer and initiatives that not only reduce environmental T preferences, technological advancements, and impact but also resonate with socially responsible global trends. In this dynamic landscape, innovative consumers. By prioritizing sustainability, these leaders leadership approaches are becoming increasingly are not only mitigating risks but also driving long-term character. crucial for organizations to thrive. Forward-thinking value creation for their organizations. leaders are not only navigating challenges but also Innovative leadership goes beyond embracing change; embracing opportunities to redefine the guest it also entails empowering employees and fostering a experience and drive sustainable growth. culture of collaboration. Recognizing that employees are the backbone of the hospitality industry, forward- Innovation has become a cornerstone of success in the thinking leaders invest in their development and well- hospitality industry. From personalized guest being. experiences to operational efficiencies, innovative leaders are continuously seeking new ways to add value By providing training, resources, and opportunities for Train skill. and stay ahead of the competition. By fostering a growth, these leaders empower employees to deliver Editor’s culture of creativity and experimentation, these leaders exceptional service and exceed guest expectations. inspire their teams to think outside the box and Featuring the stories of The Most Visionary Leaders challenge the status quo. Shaping the Hospitality Industry in 2024, CIOLook Note explores the innovative leadership that is reshaping the One of the key areas where innovative leadership is future of the hospitality sector in profound ways. By making a significant impact is technology integration. embracing change, empowering employees, fostering From mobile check-ins to AI-powered chatbots, collaboration, and adapting to evolving consumer technology is revolutionizing every aspect of the guest preferences, forward-thinking leaders are driving journey. Forward-thinking leaders understand the innovation, growth, and sustainability. importance of staying abreast of emerging technologies and leveraging them to enhance the guest experience As the industry continues to evolve, the role of while streamlining operations. innovative leadership will only become more critical in shaping its trajectory and defining the guest experience Moreover, innovative leaders recognize the importance of tomorrow. of sustainability in today's environmentally conscious Anish Miller..

C C O N T E N T S O V A R T I C L E S E R 18 08 S T O R A Guide for Hospitality Professionals The Art of Excep?onal Customer Service Y 22 Trendsetting Excellence: Trendsetting Excellence: Culinary Delights Exploring Food and Beverage Trends Pauline Pauline in Hospitality Award-Winning Award-Winning Culinary + Events Culinary + Events Parry's Parry's Legacy Legacy

Pooja M Bansal Editor-in-Chief CONTENT FOLLOW US ON Deputy Editor Anish Miller www.facebook.com/ciolook Managing Editor Katherine Debora www.twi?er.com/ciolook WE ARE ALSO AVAILABLE ON DESIGN Visualizer Dave Bates Art & Design Director Davis Mar?n CONTACT US ON Associate Designer Jameson Carl Featured Person Company Name Brief Email info@ciolook.com Donnica develops and oversees global and U.S. public affairs SALES Donnica Hawes-Saunders Philip Morris International outreach and external communication engagements for the For Subscrip?on Senior Sales Manager Wilson T., Hunter D. Senior Manager company in civil society as PMI moves out of the cigarette pmi.com www.ciolook.com business and towards a smoke-free future. Customer Success Manager Ken Wilson Copyright © 2024CIOLOOK, All Sales Execu?vesTim, Smith rights reserved. The content and Jenifer Namestka of Avo Solutions brings over 20 years of Avo Solutions, Inc. Jenifer (Dillon) Namestka images used in this magazine experience developing strategies, overseeing large program avosolutions.com CEO/Principal Consultant should not be reproduced or implementations. TECHNICAL transmitted in any form or by any means, electronic, mechanical, Technical Head Peter Hayden photocopying, recording or Julie Jones Julie is a master connector of people who is passionate about The Adventures of Julie Technical Consultant Victor Collins otherwise, without prior permission Television Producer, supporting purpose-driven entrepreneurs to live their best life Jones LLC from CIOLOOK. Speaker, Breakthrough NOW without regrets. juliejones.biz Reprint rights remain solely with SME-SMO Coach CIOLOOK. Research Analyst Eric Smith Lisa Gable is the Chairperson of the World in 2050, Diplomatic Lisa Gable World in 2050 SEO Execu?ve Alen Spencer Courier Media Network. She is recognized as a remarkable and reliable personality who has been the driving force behind Chairperson w2050.org turnarounds in several companies across nearly all industries. Pauline is turning gatherings into memories, leaving an Sales@ciolook.com Pharmafilter B.V Pauline Parry indelible mark on the hearts of those who participate. pharmafilterltd.com CEO and Founder February, 2024

C O Trendsetting Excellence: V Pauline E R Parry's Parry's Parry's Award-Winning Culinary + Events Legacy S T O We find ourselves having to R be so detailed orientated prior to the event to make sure we have covered all our Y bases.” “ Pauline Parry Founder and CEO

vent management is more than just orchestrating logistics—it's about curating moments that linger E in memory. It's the art of turning an occasion into an experience, where every detail is a brushstroke on the canvas of emotions. Imagine walking into a meticulously designed venue, the air buzzing with anticipation. The ambiance, When faced with new and carefully crafted by seasoned hands, whispers the promise of a remarkable journey. It's not just about modern approaches, we tables and chairs—it's about the subtle play of lighting, adjust or otherwise, we the choice of textures and the blend of colors that will be le? in the dust!” “ create an immersive atmosphere. In the vibrant heart of Los Angeles, where the pulse of creativity meets culinary excellence, Pauline Parry stands as the visionary force behind Good Gracious! career. She could not work immediately due to Permit Events. With a mind at the cutting edge, a flair for delays, however, diverted her path into a vibrant fashion and a palate tuned to perfection, Pauline home life, surrounded by new friends. In Pauline's fabricates award-winning experiences. words, "I entertain quite often," and it was within this social group that the seeds of entrepreneurship were Pauline ensures that each event becomes a unique sown. narrative—a story told through the arrangement of elements. Whether it's the soft glow of candles at an Inspired by her American friends' entrepreneurial intimate gathering or the grandeur of a gala adorned spirit, Pauline took a leap of faith. "And just like that," with crystal chandeliers, the ambiance sets the stage she reminisces, "I got a business card and created Good for emotions to unfold. Gracious! Events." Her journey is marked by chance encounters and unexpected turns underscoring the Being the CEO and Founder, Pauline is turning resilience and creativity that define her remarkable gatherings into memories, leaving an indelible mark on career in hospitality. the hearts of those who participate. From the choice of menu that tantalizes taste buds to the curated Beyond the Plate entertainment that evokes laughter or nostalgia, every aspect is a note contributing to the melody of the event. Pauline proudly shares, "I have two books out." The first, Let's explore how Pauline creates experiences that 'Food Fun Love – Party Styles,' unfolds as an commemorate with the gasp of awe as guests enter, the entertainment book, while the second, 'My Culinary laughter that echoes through the night and the subtle tears Love Story,' is a recent memoir cookbook. of joy during heartfelt moments! Reflecting on her journey from Britain to California, Charm, Challenges and Business Cards Pauline intertwines personal anecdotes with '64 recipes and watercolor illustrations of the food.' With a screen Pauline's journey in hospitality began unexpectedly in play in the works, she's embarked on her third book, England, lured by the charm of a French bistro in tentatively titled, 'So that's how you see it?' It promises Somerset. Reflecting on her initial uncertainty, she insights into the 40-year legacy of Good Gracious! recalls asking, "What would I do?" With two young Events, blending the narrative of growing a business children in tow, she embarked on a career that defied with the unique journey of her life. her earlier notions of becoming a secretary. Recipes, Reflections and Resilience Fast forward forty years, and Pauline's trajectory led her to a Michelin Star Restaurant in Gloucestershire In the dynamic world of live events, meticulous Castle. A pivotal decision brought her to America, planning is key, as Pauline attests, where she envisioned continuing her hospitality

"We find ourselves having to be so detailed one percenters, possessing that special gene that orientated prior to the event to make sure we have propels them beyond their designated tasks. Pauline covered all our bases." Yet, even with the best emphasizes, "We encourage and support industry preparations, unforeseen challenges can arise. conference attendance," recognizing the value of Pauline recounts a memorable four-day event in inspiration in shaping their team. Vancouver where rain threatened to dampen the spirits. Building a nationwide network of chefs and businesses, Good Gracious! Events thrives on 'hands- The event, set in the VanDusen Botanical on experiences' that broaden perspectives. This Gardens promised a magical night under the stars exposure fosters a mindset focused on endless for 150 guests, featuring a four-course dinner and possibilities, as Pauline believes, "This experience brings celebrity performers. However, the weather had our staff back to the workplace with an open mind." different plans and the forecasted rain became a Weekly conversations serve as a platform for innovation, where the team explores ways to elevate reality. Despite efforts to secure a tent, the client resisted. Pauline was resourceful and determined client experiences through 'food, presentation and and she sought local insights, asking, "Do you think hospitality.' It's not just about the task at hand—it's it is going to rain on Saturday?" In a bold move, they about envisioning and creating possibilities. Good Gracious! Events is more than an event planning covered the expansive forty-by-thirty-foot stage company, it's a culture of forward-thinking where to protect it from the impending downpour. each member contributes to a collective vision of Undeterred, the team prepared for the worst, exceeding expectations. stocking up on wellingtons, umbrellas and rain ponchos from the local Walmart. Acrylic Dancing with Delight rectangular tables adorned with floral gardens were set up, each equipped with a pop-up tent for "Having the privilege to be speakers for our industry guests. The anticipation was palpable as the event brings our creative juices alive," shares Pauline. This drew near, with Pauline reflecting, "The energy and creative energy doesn't just stay within the industry, adrenaline were in high gear as we prepared for event it's shared with clients. Pitching the idea of time in the rain.” entertainment-infused presentations at a conference, the team later executed the concept at a ballet gala. Then, miraculously, just as guests arrived at the Immersing guests in an unexpected experience, gardens, the rain ceased. The scene unfolded with Pauline describes how they elevated a guest table to guests walking up the hill, accompanied by fairies create a small stage. Ballet dancers became servers, playing flutes and releasing butterflies. A frenzied offering the first course with a tableside soup pour set effort ensued to lift and relocate the pop-up to the delicate notes of the Butterfly dance. The result tents, creating an enchanting setting. Pauline's was truly a lovely unexpected experience for all heart raced but the evening turned out to be a attendees, blending creativity, entertainment and success and the guests remained blissfully gastronomy seamlessly and showcasing the unaware of the behind-the-scenes drama. innovative spirit that defines Good Gracious! Events. In retrospect, Pauline muses, "I suppose the moral The Trendsetter of the story is you all need a little luck and positive thinking that helps us along the way." The event, "At Good Gracious! Events, we're not just in the We practice recycling of despite its tumultuous start, ended beautifully, business—we're the leaders in presentation, innovation and logistical mastery," Pauline declares, emphasizing the leaving the client smiling, a silent product through composting, acknowledgment that, against all odds, the team company's reputation for excellence. With a nod to at Good Gracious! Events had pulled off the their seasoned expertise, she adds, "We've stood the test “ oil, trash, and anything else extraordinary. of time, setting trends rather than merely keeping up with them.” that can be recycled.” Cultivating a Vision The essence of Good Gracious! Events lies in their At Good Gracious! Events, the journey toward daring approach. "We do things that others don't excellence begins with hiring individuals who are fifty-

dare to do," Pauline asserts confidently. Fueling their creativity is an inquisitive nature that brings forth basic organic questions challenging conventional norms. For this team, thinking outside the box is not a choice but a way of life, turning the seemingly impossible into reality We've stood the through "basic common-sense questions.” test of time, Reflecting on the evolving landscape of event planning setting trends and hospitality, Pauline reminisces about the early days when event planners did not really exist and catering rather than ““ for businesses was in its infancy. merely keeping Today, she envisions a future where the industry up with them. continues to shape businesses by leveraging culinary, design and hospitality as integral marketing tools. With a keen eye on societal shifts, Pauline predicts a heightened awareness of dietary restrictions and sustainability, anticipating these concerns to be seamlessly intertwined into each and every event in 2024 and beyond. Courage, Tenacity, Impact "The most important qualities, I believe, are passion, tenacity and stamina," affirms Pauline. She emphasizes the need to be a 'slight risk-taker,' noting that the rewards bring 'GREAT satisfaction.' In this succinct advice, Pauline encapsulates the essence of a fulfilling professional journey—where courage, dedication and the thrill of taking risks lead to the profound satisfaction of making a positive impact on people's lives through one's work. Industry Alliances "We get involved with associations such as ICA, WIPA, NACE, ILEA to name a few," says Pauline. Actively participating in industry conferences and subscribing to various magazines, the team stays committed to staying ahead of the curve. This proactive approach ensures they are always open to "incorporating and bringing new and exciting details to our events," underscoring their dedication to innovation and staying at the forefront of the dynamic event planning landscape. Crafting Trends, Not Following "For us, the root of hospitality is traditional, a way of life," declares Pauline. In the dynamic landscape of business, she notes, "When faced with new and modern approaches, we adjust or otherwise, we will be

left in the dust!" The ethos at Good Gracious! is platform featuring delectable offerings like 'Hand clear—they don't just follow trends, they create the Pies and shortbread' and even dreams of a flagship modern trends embodying a commitment to innovation store where these culinary delights and more can that propels them forward in the world of hospitality. be savored by enthusiasts. Eco-Fabulous Beyond the Clock "For us, it's quite easy, really. We think of it as a way of "This industry is not for the faint of heart," affirms life and how we like to live," shares Pauline. Their Pauline. Acknowledging the unconventional hours, commitment to sustainability extends from creating she notes, "You work unsociable hours, nights and seasonal dishes to meticulous recycling practices. weekends." Passion and commitment, coupled with "We practice recycling of product through composting, family support become the foundation for success. oil, trash, and anything else that can be recycled," she For those who possess these qualities, Pauline emphasizes. This eco-conscious approach isn't just a encourages, "The only next steps are for you to blossom choice—it's a lifestyle. With growth comes an in this crazy world of events." It's a dynamic journey expanding commitment to sustainable management where dedication transforms challenges into always offering clients solutions for hosting events opportunities defining a path to flourish in the that align with a greener, more responsible ethos. vibrant realm of event management. Sweets and Success "We are quite excited to announce that our President/Chef, Joanne Purnell, will take the helm with a carefully appointed board of directors," declares Pauline. The anticipation is palpable for a new and exciting future. Adding to the excitement, the team envisions expanding their presence with an online

A Guide for A Guide for Hospitality Professionals Hospitality Professionals The Art of Exceptional Customer Service xceptional customer service is the cornerstone of success in the hospitality industry. Whether managing hotels, restaurants, or other E hospitality establishments, professionals in this field must master the art of creating memorable experiences for their guests. This article serves as a comprehensive guide for hospitality professionals, offering insights and strategies to elevate customer service to new heights. Understanding the Guest Experience Anticipate Needs: Exceptional customer service begins with anticipating the needs of your guests. Train your staff to be proactive in identifying and addressing guest preferences, ensuring a seamless and personalized experience. Empathy and Emotional Intelligence: Develop empathy and emotional intelligence among your team members. Understanding and empathizing with guests' feelings and needs creates a connection that goes beyond transactional interactions. Creating a Welcoming Atmosphere Warm Greetings: The first impression is crucial. Train your staff to provide warm and genuine greetings, creating a positive atmosphere from the moment guests arrive. Clean and Inviting Spaces: Maintain clean and inviting spaces. A well-kept environment contributes to the overall guest experience and demonstrates your commitment to their comfort. Effective Communication Skills Clear and Concise Communication: Train your staff to communicate clearly and concisely. Avoid jargon and use language that is easily understood, ensuring that guests feel informed and comfortable. Active Listening: Practice active listening. Encourage your team to pay attention to guests' concerns, feedback, and preferences. Active listening builds trust and shows that you value their input. Personalization and Attention to Detail Know Your Guests: Invest in systems that allow you to gather and store guest preferences. Personalize the experience by addressing guests by name 18 19 www.ciolook.com |February 2024 | www.ciolook.com | February 2024 |

Good food and and providing services tailored to their preferences. online interactions, phone calls, or in-person service, Attention to Special Occasions: Remember and guests should experience a seamless and cohesive level acknowledge special occasions such as birthdays or of hospitality. hospitality create anniversaries. Small gestures, like a personalized note or complimentary dessert, can create lasting memories Staff Collaboration: Foster collaboration among for your guests. different departments to ensure a unified approach. a dance of delight Departments working together seamlessly contribute Problem Resolution with Grace to an integrated and positive guest experience. Empower Your Staff: Empower your staff to resolve Cultivating a Positive Company Culture on the palate and issues promptly. Provide them with the authority and tools to address guest concerns efficiently without Employee Well-being: Prioritize employee well-being having to escalate every problem. and job satisfaction. Happy and engaged employees are in the soul more likely to provide exceptional service, creating a Grace Under Pressure: Train your team to handle positive ripple effect on the overall guest experience. challenging situations with grace and composure. Remaining calm and solution-oriented, even in high- Recognition and Rewards: Establish recognition and pressure scenarios, helps diffuse tension and preserves rewards programs to celebrate exceptional the guest experience. performance. Acknowledging and appreciating your team's efforts contribute to a motivated and customer- Continuous Training and Development focused workforce. Ongoing Training Programs: Implement ongoing Staying Ahead of Trends training programs to ensure that your team stays updated on industry trends, service standards, and Market Research: Stay informed about industry trends, communication skills. Regular training reinforces a emerging technologies, and changing consumer commitment to excellence. preferences. Proactively adapting to shifts in the market ensures that your establishment remains Cross-Training: Cross-train your staff to understand relevant and appealing to guests. various roles within the hospitality establishment. This not only enhances their skill set but also allows for Innovation in Guest Services: Embrace innovation in flexibility during peak times or unexpected staffing guest services. Whether it's incorporating smart room shortages. technologies or implementing sustainable practices, staying ahead of the curve positions your establishment Technology Integration as a leader in the industry. Efficient Booking and Check-In Systems: Invest in Conclusion efficient booking and check-in systems to streamline the guest experience. Technology should enhance, not Exceptional customer service is not just a skill; it's an hinder, the overall service, making processes smoother art form that requires dedication, empathy, and a for both guests and staff. genuine passion for hospitality. By embracing the principles outlined in this guide, hospitality Guest Feedback Platforms: Implement guest feedback professionals can elevate the guest experience, foster platforms to gather insights on their experiences. Use loyalty, and position their properties as destinations of this data to identify areas for improvement and to choice. recognize staff who consistently deliver exceptional service. In a world where guest expectations are constantly Consistency Across Touchpoints evolving, delivering exceptional service is not just a competitive advantage—it's a fundamental pillar of Unified Service Standards: Maintain consistency in success in the hospitality industry. service standards across all touchpoints. Whether it's 20 www.ciolook.com |February 2024 |

Culinary Delights Exploring Food Exploring Food and Beverage and Beverage Trends in Hospitality Trends in Hospitality he hospitality industry is as much about experiences as it is about accommodation. Nowhere is this more T evident than in the realm of food and beverage, where culinary trends constantly evolve to meet changing consumer preferences and expectations. This article delves into the latest food and beverage trends shaping the hospitality sector. It explores how establishments can stay ahead of the curve to delight guests with innovative dining experiences. Rise of Plant-Based Cuisine Plant-Based Proteins: With the increasing popularity of plant-based diets, hospitality establishments are embracing alternative protein sources such as tofu, tempeh, and seitan. Plant-based burgers, sausages, and other meat substitutes are gaining traction as consumers seek healthier and more sustainable dining options. Creative Vegetable-centric Dishes: Chefs are putting vegetables in the spotlight, crafting innovative dishes that celebrate seasonal produce and vibrant flavors. From roasted cauliflower steaks to zucchini noodles, vegetable-centric cuisine offers a refreshing twist on traditional favorites. Focus on Sustainable and Local Ingredients Farm-to-Table Dining: Consumers are increasingly conscious of the environmental and social impact of their food choices. Farm-to-table dining experiences emphasize locally sourced ingredients, supporting sustainable farming practices and reducing carbon footprints. Zero-Waste Initiatives: Hospitality establishments are implementing zero-waste initiatives to minimize food waste and promote environmental sustainability. Strategies such as composting, portion control, and creative menu planning help reduce waste while maximizing efficiency and profitability. Global Flavors and Ethnic Cuisine Authentic Ethnic Cuisine: Guests crave authentic culinary experiences that transport them to far-flung destinations. 22 23 www.ciolook.com |February 2024 | www.ciolook.com 4 | February 202 |

Chefs are incorporating global flavors and ethnic wait times, and accommodates guests' preferences for ingredients into their menus, offering guests a taste of contactless interactions. diverse culinary traditions from around the world. Virtual Dining Experiences: Virtual reality (VR) and Fusion Cuisine and Cross-Cultural Influences: Fusion augmented reality (AR) technologies are transforming The essence of hospitality lies in the ability to turn cuisine blends culinary traditions from different the dining experience, allowing guests to embark on cultures, resulting in innovative and eclectic flavor immersive culinary journeys without leaving their combinations. From Korean tacos to Indian-inspired seats. Virtual dining experiences transport guests to a meal into a cherished memory pizzas, fusion cuisine celebrates diversity and creativity exotic locales, historic landmarks, and interactive in the culinary arts. culinary adventures. Artisanal Craft Beverages Wellness and Functional Foods Craft Cocktails and Mocktails: Craft cocktails and Healthy Dining Options: Wellness-focused dining mocktails are experiencing a renaissance, with options cater to guests seeking nutritious and balanced mixologists crafting artisanal beverages using premium meals that support their health and well-being. From spirits, house-made syrups, and fresh ingredients. gluten-free and vegan offerings to superfood salads Unique flavor profiles and creative presentations and grain bowls, wellness cuisine combines flavor and elevate the cocktail experience for discerning guests. nutrition for a guilt-free dining experience. Local and Specialty Brews: The craft beer movement Functional Beverages and Adaptogens: Functional continues to gain momentum, with guests seeking out beverages infused with adaptogens, antioxidants, and local breweries and specialty brews. Hotels and health-boosting ingredients are gaining popularity among health-conscious consumers. From kombucha restaurants are expanding their beer offerings to include a diverse selection of craft beers, ciders, and and cold-pressed juices to herbal elixirs and wellness artisanal ales. shots, functional beverages offer a refreshing and revitalizing alternative to traditional soft drinks. Interactive Dining Experiences Conclusion Chef's Tables and Kitchen Tours: Guests crave immersive dining experiences that engage their senses The landscape of food and beverage in the hospitality and ignite their culinary curiosity. Chef's tables and industry is dynamic and ever evolving, driven by kitchen tours offer behind-the-scenes access to the shifting consumer preferences, culinary innovation, and culinary process, allowing guests to interact with chefs cultural influences. By embracing the latest trends and and gain insight into the art of gastronomy. staying attuned to guests' preferences, hospitality establishments can create memorable dining DIY and Interactive Cooking Classes: Cooking classes experiences that delight and inspire. From plant-based and culinary workshops allow guests to roll up their cuisine and sustainable sourcing to interactive dining sleeves and get hands-on experience in the kitchen. experiences and artisanal craft beverages, the From pasta-making workshops to sushi rolling classes, possibilities for culinary creativity are endless. interactive cooking experiences cater to guests of all skill levels and culinary interests. By infusing creativity, authenticity, and passion into their culinary offerings, hospitality professionals can Innovative Technology Integration elevate the guest's experience and leave a lasting impression on discerning palates. Digital Menus and Ordering Systems: Digital menus and ordering systems streamline the dining experience, allowing guests to browse menus, place orders, and make reservations from their smartphones or tablets. Technology integration enhances efficiency, reduces 24 www.ciolook.com |February 2024 |

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The Most Visionary Leaders Shaping the Hospitality Industry in 2024

The Most Visionary Leaders Shaping the Hospitality Industry in 2024

Presentation Transcript

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