Savor the Story: F&B That Shapes the Guest Journey

Overview:

In the latest episode of Live with Sondra, Gatemaster Technology’s CEO, Sondra Shannon, sat down with freelance writer and F&B expert, Sarah Bisacca, to explore the vital role food and beverage (F&B) plays in shaping guest experiences.

5 Insights from This Live

Food Creates Memories
Signature food offerings transport guests back to cherished experiences, building emotional connections with attractions.
Authenticity Matters
Guests crave more than convenience; they want meals that reflect the culture and theme of their surroundings.
Technology & Hospitality Can Coexist
While tech enhances efficiency, high touch moments of genuine hospitality remain key to guest satisfaction.
Smaller Parks Have a Competitive Edge
By focusing on personal, high-quality dining experiences, regional attractions can carve out a unique niche.
Guest Experience Starts with Intentionality
Offering just one standout dish can make a park or attraction memorable and drive repeat visits.

5 Notable Quotes:

“Those high-touch situations should still have an element of hospitality.”
– Sarah Bisacca
“Parks are starting to realize that when you put thought and theming into experiences and food, people will come, and they will spend the money, and they will tell their friends.”
– Sarah Bisacca
“If you’re hangry, you’re not going to have a good time, and if you have something satisfying, that’s going to turn your whole day around—whether you’re at a theme park or at home.”
– Sarah Bisacca
“Sometimes you just want to be pampered—you want to have someone slice your meat for you.”
– Sarah Bisacca
“The hospitality around the eating experience is a big part of the value creation and why people will spend those extra few dollars on a steak.”
– Sondra Shannon

Sarah Bisacca’s Approach to F&B and Guest Experience

Sarah emphasized that food is more than just a necessity—it’s an integral part of the guest journey. With her extensive background in travel and hospitality writing, she highlighted how international parks, such as Hong Kong Disneyland, excel in hospitality by focusing on personal interactions rather than solely relying on technology. Her insights reinforced the idea that guest satisfaction stems from both innovative F&B offerings and exceptional service.

Technology Meets Guest Preferences

While discussing the balance between efficiency and experience, Sarah and Sondra agreed that technology should enhance, not replace, guest interactions. Digital ordering systems, mobile apps, and self-service kiosks streamline processes, but guests still appreciate human touches, especially in high-end dining environments.