Trends Reshaping the Hospitality Industry

Michelle Meehan is a dynamic and accomplished professional with a passion for culinary excellence and food service innovation. As a Food Service Director at Flik Hospitality Group, one of the world's leading foodservice companies, Michelle has demonstrated exceptional leadership and expertise in the culinary industry. With a career spanning over 15 years, Michelle has consistently pushed the boundaries of what is possible in food service.

Please tell our readers about your journey in the industry.

My professional path has been quite fascinating. It all started with my initial foray into the hotel industry, and then I gained valuable experience in the sports and entertainment sector before eventually becoming a part of FLIK Hospitality Group. What's particularly intriguing is that my connection with FLIK began unexpectedly during my MBA program when I met my current vice president on a train. This serendipitous encounter set the stage for a fulfilling career at FLIK, where I have had the privilege of being promoted multiple times throughout the years. As I reflect on my career, it's worth noting that I've transitioned from New York to Chicago, primarily focusing on collaborating with law firms.

What are some of the challenges that you have observed in the industry?

One of the significant challenges I've observed in the industry, pertains to the transition back to the office environment. Encouraging employees to return to the workplace has become a universal concern. In our efforts to address this challenge, we've focused on creating an appealing office atmosphere, notably by emphasizing the role of food services in this endeavor. We aim to provide a five-star hospitality experience, which is a standard we uphold regardless of the location. My approach to managing our cafe and catering operations revolves around treating all individuals as valued guests, offering them top-notch hospitality. We strive to make everyone feel like a VIP customer, and we take pride in remembering their names and preferences.

" I firmly believe that our staff members are our most valuable assets, and I make it a priority to keep them motivated. Maintaining a high level of employee engagement can be challenging, but I consider it crucial for success "

In today's industry landscape, retaining and engaging employees is of  paramount concern. I firmly believe that our staff members are our most valuable assets, and I make it a priority to keep them motivated and content. Maintaining a high level of employee engagement can be challenging, but I consider it crucial for success.

What are the recent trends impacting the industry?

One of the recent trends impacting the industry is the increasing adoption of self-checkout technology, which has gained significant momentum, especially since the onset of the COVID-19 pandemic. Many customers are now favoring self-checkout kiosks, but some believe that this shift diminishes the traditional one-on-one hospitality experience. Additionally, the use of mobile apps for food ordering and delivery to office desks has become more prevalent, although not all establishments have embraced this trend. While these technological advancements are exciting, they also pose challenges by potentially reducing the interpersonal aspect of hospitality, which some find concerning.

Please tell our readers about any particular project initiatives that you have been working on recently.

One of the recent projects I've been involved in is the implementation of unique strategies to attract customers during off-peak hours at our cafe and catering program. I've noticed a particular trend where customers tend to look for snacks between 2 o'clock and 3 o'clock, which is the period between lunch and dinner. To capitalize on this, we've introduced special offerings during these times, such as a midday coffee bar with the option to add alcohol if desired. This coffee bar has been quite successful, as we don't typically have a dedicated coffee bar during those hours.

Additionally, we've initiated a snack cart that circulates around the office during catering events. This provides an incentive for office workers to enjoy free non-alcoholic beverages or snacks without having to leave their desks. These strategies not only enhance customer engagement but also contribute to increased sales, making it a fun and engaging project to work on.