Back To Operational Improvement Case Study Operational Improvement Resort & Spa THE FIRE A prominent $60MM Resort & Spa located in North Carolina with a formal 5-star restaurant and casual dining BBQ/sports bar was experiencing diminishing margins. The fine dining restaurant was under-utilized due to public perceptions of cost, access and menu. The BBQ/sports bar had limited service, poor sports bar appeal (no tap beer, as an example) and an unclear marketing message THE RESCUE As Interim CEO/GM, worked with both the Hotel Manager and Executive Chef to assess local competitive, culinary and perception issues in the effort to increase foot traffic. Assessed BBQ/sports bar’s mixed messaging, failed management initiatives, and F&B mix. Repositioned fine dining restaurant to improve customer appeal. Hosted multiple wine & dinner events to reaffirm public accessibility. THE RESULT Fine dining patronage improved along with reducing perceptions of “snootiness”. BBQ/sports bar revenue increased 50% with improvements and the addition of weekend entertainment. Improved satisfaction among patrons and culinary, leadership and staff.