Ocean Properties Hotels and Resorts

Samantha Duignan

Guest Experience Champion

When people think of luxury hotels, they often picture beautiful guestrooms, elegant lobbies, or exceptional amenities. While all those things matter, I’ve always believed food and beverage is often what guests remember most. It might be an incredible dinner, a perfectly crafted cocktail at sunset, or a server who remembered their favorite coffee order from the morning before. Those are the moments that stick with people long after they’ve checked out.

One aspect I love most about hospitality is that no two days are ever the same. Every guest walks through the door with different expectations and every day gives our team another opportunity to create a memorable experience.

That is what has kept me passionate about this dynamic industry throughout my career.

Food and beverage has evolved far beyond being just another hotel department. Today, it plays a key role in a property’s identity. A great restaurant or bar can become a destination on its own, attracting both hotel guests and locals.

More importantly, it has the power to shape how people feel about their entire stay. When done well, an exceptional food and beverage program doesn’t just enhance the guest experience - it drives revenue, builds loyalty, strengthens a property’s reputation and creates a competitive advantage in an increasingly experience-driven market.

When the dining experience is exceptional, it elevates everything else. I’ve always believed that a great meal becomes the story guests tell when they get home and that’s something every hospitality leader should strive for.

Guests may forget exactly what they ordered, but they’ll never forget how your team made them feel. That’s what leaves the lasting impression. Creating a luxury experience isn’t just about premium ingredients or beautiful dining rooms; it’s about creating genuine connections.

It’s remembering a returning guest’s favorite wine, recognizing a couple’s anniversary without being asked, or simply making someone feel welcome after a long day of traveling. These small, personalized moments often leave the biggest impression.

Of course, those experiences don’t happen by accident. Behind every seamless meal are dozens of moving parts that guests never see—and that’s exactly how it should be. When operations are running well, the focus stays where it belongs: on the guest. Great hospitality comes from consistency, preparation and a team that trusts one another.

"We have the privilege of being part of birthdays, anniversaries, vacations, celebrations, business meetings and even ordinary Tuesdays that become memorable because of the experience we create. It’s a responsibility I never take lightly and one of the reasons I still love what I do."

I’ve had the opportunity to help open restaurants and build teams from the ground up and one lesson has stayed with me: you can have an incredible menu, but if your team isn’t engaged, guests will notice. On the other hand, an enthusiastic team that genuinely cares about people can turn even the simplest meal into something memorable. That’s why I believe investing in your employees is one of the most important things a hospitality leader can do.

As leaders, it’s easy to spend our days looking at budgets, labor reports and revenue goals. Those things absolutely matter - they’re what keep the business healthy - but some of the most valuable moments happen when we’re out on the floor talking with guests and supporting our teams. That’s where you hear the stories, solve problems in real time and see firsthand what’s working.

Looking ahead, I think personalization will continue to shape the future of food and beverage. Guests are looking for experiences they can’t recreate at home. They want authenticity, local flavors, wellness-focused options and service that feels thoughtful instead of scripted.

At the same time, today’s guests are more informed and intentional than ever before. They’re paying attention not only to the quality of the experience, but also to the values behind it. People want to know where their food comes from, how it’s sourced and whether the businesses they support are making thoughtful, responsible decisions. Sustainability is becoming less of a trend and more of an expectation. From reducing food waste to partnering with local farms and suppliers, today’s luxury traveler appreciates businesses that are committed to making a positive impact while still delivering an exceptional experience.

If I could offer one piece of advice to hospitality leaders, it would be this: don’t think of food and beverage as simply another department. Think of it as an extension of your brand. Every menu, every cocktail, every interaction and every detail should reinforce the experience you want guests to remember.

At the end of the day, that’s what makes this industry so special to me.

Food and beverage brings people together. One of my favorite moments is looking around a busy dining room, seeing guests laughing over dinner while the team is in sync behind the scenes. It reminds me why all the preparation is worth it.

We have the privilege of being part of birthdays, anniversaries, vacations, celebrations, business meetings and sometimes even an ordinary Tuesday that becomes memorable because of the experience we created. It’s a responsibility I never take lightly and it’s one of the reasons I continue to love what I do.