Vail Resorts

Paul Wade

Guest Experience Champion

Rethinking Food and Beverage Operations across Multiple Properties

I always come back to a simple framework—people, product, place. Everything starts there. Take care of your teams, stay close to market trends and pricing strategy and ensure your spaces remain crisp, intentional and activated.

Effective oversight also relies on technology as a silent partner. Nearly every decision begins with data— financials, HR metrics, POS insights. With the tools we have today, you can stay deeply connected to the business while spending only a fraction of your week behind a screen. That allows the majority of your time to be spent in the field, making informed decisions where they matter most.

Deliver Strong Guest Experiences

Systems matter, but people drive systems, not software. The key is finding great talent, protecting their emotional and financial equity, and ensuring continuous learning and growth. When your teams thrive, consistency and quality naturally follow.

I focus on grooming and growing talent from within, which builds loyalty and long-term stability. Being present is essential. Participating in their day, understanding when to lead from the front or support from behind and recognizing that every moment requires something different are priorities. It’s about balancing administrative responsibilities with time spent on the floor, while feeling the pulse of the operation.

I aim to mentor, encourage entrepreneurial thinking and create a culture where creativity can flourish. I’ve made a conscious effort not to let remote meeting culture dilute that presence. It’s easy to get pulled into endless virtual calls, but nothing replaces being physically connected to the operation.

Navigating Resort-Based Food and Beverage Management

Resort locations are often intentionally remote, which makes recruiting talent challenging due to the cost of living and the absence of big-city conveniences. Offering subsidized housing, competitive pay and access to resort perks helps attract strong candidates.

My background as a career chef in luxury boutique environments also allows me to naturally develop hard-tofind skill sets internally—pastry, for example. Investing in internal growth not only fills gaps but builds a stronger, more versatile team.

Evolving Guest Expectations in Food and Beverage

Food and beverage has become the center of gravity in modern hospitality. What was once a supporting amenity is now a defining element of brand identity, guest loyalty and revenue strategy. Resorts are embracing what boutique properties have long understood—a memorable meal or a perfectly crafted cocktail can create deeper loyalty than any room upgrade.

Guests today expect wellnessdriven options, visually compelling experiences and culinary storytelling that reflect the destination. Since our properties operate on semi-seasonal cycles, we have the advantage of regularly re-examining our concepts and staying closely aligned with market trends. It allows us to remain fresh, a bit bold and playful, while still honoring tradition.