In an industry built on delivering exceptional guest experiences, Michael Rapacioli, Founder & Managing Director of Sands Catering, argues that success starts behind the scenes. From boosting morale and productivity to supporting recruitment and retention, he explains why investing in quality staff dining is no longer a nice-to-have, but a strategic priority for modern hotels.
Staff dining is often overlooked in hospitality. How does investing in quality staff meals directly impact productivity, morale and ultimately the guest experience?
People often say that hospitality is all about looking after guests, and that’s absolutely true. But the guest experience starts long before someone checks in or sits down to dinner. It starts with the people delivering that experience every day.
A good staff meal isn’t just about feeding people. It’s a chance for colleagues to pause, recharge and spend time together during what can be demanding shifts. When people feel valued, they’re more engaged and that naturally carries through into the way they look after guests
We’ve seen a real shift in recent years. More hotels are recognising that staff dining is increasingly being recognised as part of the employee experience, rather than simply an operational necessity. That’s a positive change because investing in your team almost always has a positive impact on the experience they create for guests.
How does Sands tailor its staff dining for hotels, and what makes your approach different?
Every hotel is different. Some need breakfast, lunch and dinner across multiple shifts, while others need flexibility around seasonal occupancy or changing staffing levels.
Our role is to make staff dining easy to manage while delivering food that people genuinely enjoy. We create varied, nutritious menus that can be adapted around dietary needs, cultural preferences and different working patterns.
The important thing is that we work alongside hotel teams rather than replacing them. Hotel chefs should be focused on creating exceptional guest experiences. By supporting staff dining, we help free up valuable time and resources while making sure employees continue to receive high-quality meals every day.
Recruitment and retention remain major challenges. What role does staff dining play?
Hospitality has always been a people business. Salary will always matter, but employees increasingly look at the whole package. Feeling looked after during a long shift, having access to fresh food and knowing their wellbeing is valued all contribute to how people feel about their employer.
Good staff dining sends a simple message: your people matter. While it’s never the only factor in retention, it plays an important role in creating a positive working environment where people feel respected and supported. This reflects a wider trend of the industry putting people first.
What trends are you seeing?
Expectations have changed considerably. Today’s teams want choice, variety and healthier options alongside familiar favourites. They’re also much more aware of nutrition, allergens and sustainability than they were even a few years ago.
Hotels are recognising that staff dining should reflect the same care and standards they apply to guest dining. It doesn’t need to be extravagant, but it should be fresh, balanced and thoughtfully prepared.
Ultimately, staff dining has become another reflection of how a hotel looks after its people. The best employers recognise that it’s worth getting right.