Service Design & Storytelling in Hospitality
Introduction
The first time I realized the world of luxury hotel F&B was shifting, I was sitting in a beachfront restaurant in the Caribbean.
The food was exceptional. But it wasn’t the food people were talking about. Guests at neighboring tables were swapping stories: the farmer who grew the pineapple, the rum maker whose grandfather built the distillery, the chef who explained why he chose a particular salt for that day’s special.
It clicked: Luxury guests don’t just want quality — they want connection.
They want the meal to be part of a bigger story they can feel, remember, and retell. And in 2025, the hotels that thrive are already doing three things exceptionally well.
1. Storytelling with Every Ingredient
We’ve all seen the term “locally sourced” on menus. But the difference between locally sourced and locally storied is everything.
It’s not enough to say line-caught fish. Guests want to hear that your fisherman braves the open water at 4 a.m., guided by the same stars his father taught him to navigate by. They want to know the cheese in their salad came from a dairy run by two sisters who’ve perfected a century-old family recipe.
In luxury, provenance becomes theatre. Every ingredient has a character role to play in your guest’s memory.
2. Turning Sustainability into Theatre
Sustainability is no longer a checkbox; it’s a showpiece. Guests are increasingly aware — and curious — about where waste goes, how water is saved, and how resources are managed.
The best hotels invite guests to see sustainability in action:
By turning sustainability into theatre, hotels achieve two things:
They strengthen their brand story with authenticity.
They transform environmental responsibility into a luxury touchpoint, not a hidden operation.
3. Creating Immersive Dining Moments
Menus still matter — but in 2025, they’re just one chapter of the story. The real magic happens when dining becomes immersive.
Think:
These experiences blur the line between guest and participant, leaving diners with not just a taste memory, but an emotional one.
Why This Matters for Hotels
When guests feel connected to a meal — to the people, the place, and the process — they spend more, stay longer, and share their stories widely. In an industry where guest loyalty is hard-earned, connection becomes your highest-margin product.
In my years leading F&B across Asia, the Caribbean, and Australia, I’ve seen the financial impact of this first-hand. At one Caribbean resort, a weekly immersive lobster event didn’t just sell out 80kg of premium lobster a night — it became the most talked-about moment of a guest’s stay, driving repeat bookings and referrals.
Story-driven dining builds both revenue and reputation.
Your Takeaway
If you’re leading F&B in 2025, ask yourself:
The hotels that answer these questions well will not only capture the guest’s appetite — they’ll capture their loyalty.
Call to Action
At Dadlani F+B Consultants, we help hotels design guest journeys that connect through storytelling. From menu design to immersive dining events, we align service design with profitability.
👉 Enquire with us today to create story-driven dining experiences that guests never forget.