ThreeSixty

"There are four key factors that drive the success of an entertainment concept" explains Thomas Hoeborn, General Manager of Millennium Hilton, "location, entertainment, the service team and the beverage concept. First let's consider the location of ThreeSixty; the hotel already has sufficient existing dining concepts, plus combined with the circular architectural of the 32nd floor, it was almost a forgone conclusion that we would be using it as an entertainment venue".

The type of entertainment offered is part of its ambiance. This venue calls for something refined, making jazz the natural choice. This style of music also calls for sophistication in the drinks as well as manner of service. "The two key factors we are looking for in our entertainers", he adds, "a good voice and appearance plus they must be good musicians. The volume has to be set so that our guests can still comfortably enjoy a good conversation".

"The team we employ assists in making the place", he says. "Each of them has to be able to see what is happening, read the needs of the customer and have the willingness along with the right attitude to work as a team. For our part as management, we call for creating an environment where the staff feel comfortable and perform with confidence. We initially train them with the technical skills then empower them with confidence".

The passion of the individual making a good cocktail is one of its key ingredients. Freshly squeezed juices will vary day to day depending on the fruit used; it does not have the same consistency as if it were out of a can prior to mixing, the bartender must have a taste to sense how best to optimize the ingredient. "They need to have culinary imagination, look at the quality of ice and water plus use premium products to create a unique cocktail", he says. "For instance, a Margarita made from the juice of grilled caramelized oranges muddled together to make the base offers something dissimilar. Certain cocktails require a juice that is squeezed in retaining the essential fresh zest in the character of the cocktail. Of equal importance is the quality of glassware we use to serve the drink. We want the guests to take pleasure in both the beauty of their drink as well as the view".

While wanting to keep up with the latest beverage trends they also need to be selective when adding new items to make sure they fit with the rest of their menu.

Their new snacks menu has been gently paired with appropriate beverages to aid guests with their selection, making it a comfortable experience. At different times of the evening, guests are looking for diverse beverage experiences. In responding to these needs they have thought through time specific suggestions for drinks to match the guests' reason for being in the bar. When structuring novel concepts, their goal is not just to serve but rather to delight the customer.

"Consistency is the key to success", he concludes, "we have to gaze at each step in the preparation of the drinks in being sure that it provides the right guest experience. Do not get too creative just for the sake of it; only when it works. Stick to basic principles and search for ways to deliver them better, practicing again and again until its right. There is an element of theatre in hospitality service; the performance has to be perfect, delivered with confidence".

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