Editorial Board   Guest Author

Mr. Hickey

Mark Hickey

Senior Vice President of U.S. Hotel Operations, Destination Hotels & Resorts

Mark Hickey is senior vice president of U.S. hotel operations for Destination Hotels & Resorts, the third largest hospitality management company in the United States. Mr. Hickey is responsible for the overall operating performance of Destination Hotels & Resorts' portfolio of more than 35 independent and branded, luxury and upscale hotels, resorts and golf clubs. He also provides oversight and coordinates portfolio-wide initiatives in the areas of organizational development and associate training, customer service, and risk management. Mr. Hickey is primarily responsible for the vision, the goals, the implementation and the leadership of the Destination Earth sustainability program on a corporate level. The Destination Earth program was launched in 2008 and represents the portfolio-wide commitment to implement sustainability practices at each Destination property across the country. Mr. Hickey has worked in close partnership with an environmental consultant and leaders of the hospitality group to accomplish the mission to introduce uniform environmental standards company-wide while encouraging individual property adoption of specific initiatives through property “Green Teams”, which has become a significant and defining element of the program. Mr. Hickey is the steward for the company's commitment to unique, authentic culinary experiences at each hotel and resort. He oversees the corporate food and beverage efforts to develop, define and execute innovative and memorable food and beverage offerings across the country, in conjunction with a vice president of food and beverage and culinary director of food and beverage operations. A father of two young girls, Mr. Hickey is also the catalyst behind the company's commitment to healthy and delicious children friendly offerings, the Destination Kids Cafe™, at all Destination restaurants and dining outlets. Mark Hickey joined Destination Hotels & Resorts in 1995, as vice president and general manager of Destination's Inverness Hotel and Conference Center near Denver, Colorado. An industry leader in conference center management, he has provided oversight and support of the integration of over seven IACC-certified conference centers into the Destination Conference Collection. In 1997, he assumed the position of senior vice president of operations for the western United States and his role expanded to include oversight for all North American operations of the company in 2002. Further, he developed a core leadership team of managing directors to continue to support the portfolio. Prior to joining Destination, Mr. Hickey held various positions in the hospitality industry, including property positions of general manager, regional manager of management services for AIRCOA (now Richfield) and vice president of operations for Metro Hotels in Dallas, TX.

Mr. Hickey can be contacted at 303-268-6868 or mhickey@destinationhotels.com

Coming up in August 2020...

Food & Beverage: New Technological Innovations

In the past few years, hotel food and beverage departments have experienced significant growth. Managers are realizing just how much revenue potential this sector holds, both in terms of additional revenue and as a means to enhance the guest experience. As a result, substantial investments are being made in F&B operations as a way to satisfy hotel guests but also to keep pace with the competition. Though it has been a trend for many years, the Farm-to-Table movement shows no signs of abating. Hotel chains are abandoning corporate restaurants and are instead partnering with local chefs to create locally-influenced dining options. Local, farm-sourced ingredients paired with specialty beverages or local wine also satisfies the increasing demand from Millennial travelers who are eager to travel sustainably and contribute to a positive impact. A farm-to-table F&B program also helps to support the local economy, which builds community goodwill. Also popular are "Self-Serv" and "Grab & Go" options. These concepts stem from an awareness that a guest's time is limited and if a hotel can supply them with fast, fresh, food and beverage choices, then so much the better for them. Plus, by placing these specialty kiosks in areas that might be traditionally under-utilized (the lobby, for instance), they can become popular destination locations. Of course, there are new technological innovations as well. In-room, on-screen menus allow guests to order from any restaurant on the property, and some hotels are partnering with delivery companies that make it possible for guests to order food from any restaurant in the area. Also, many hotels are implementing in-room, voice-activated devices, so ordering food via an AI-powered assistant will soon become mainstream as well. The August issue of the Hotel Business Review will report on these developments and document what some leading hotels are doing to expand this area of their business.