A luxury restaurant is not defined by its prices. It is defined by how a guest feels from the moment they arrive to the moment they leave, and how much they want to come back. Chef Bryan Dillon helps owners shape that experience so the restaurant earns its place at the top of its market.
The problem
Many restaurants spend heavily on design and ingredients but leave the guest experience to chance. The concept is unclear, the menu says one thing and the room says another, and the walk from the parking lot to the table is an afterthought. Guests notice, even when they cannot say why.
In casino resorts and hotels, each outlet also has to stand apart from the others under the same roof while still fitting the property.
What Bryan does
- Concept definition. A clear statement of who the restaurant serves, what it stands for and how it differs from competitors.
- Guest path design. A step-by-step look at the guest’s experience, starting when they close their car door.
- Menu and room alignment. A menu, service style, china, glass, silver and linen that tell the same story.
- Design input. A chef’s view in concept and design meetings, so the space works for guests and for the kitchen.
- Service standards. Rituals and details that make the experience feel personal and consistent.
- Repositioning. A plan to move an existing restaurant up market without losing its loyal guests.
Experience behind the work
Bryan’s career has been spent in some of the most respected names in hospitality: the Ritz-Carlton Boston, the opening team of the first Four Seasons hotel in Boston, The Charles Hotel in Harvard Square and Brennan’s of Houston, where the Brennan family taught him hospitality.
At the Don CeSar in St. Pete Beach he helped open three new restaurants and a new wing, and sat in on concept meetings with the design firm. That experience showed him how ambiance, layout and materials shape what guests expect from the food. At Station Casinos he rose to Corporate Director of Luxury Culinary Operations, and while building a new casino from the ground up he helped plan the guest’s full journey through the property, down to what they would walk past on the way to their table.
Most recently he was on the pre-opening and opening team for Adero Scottsdale, Autograph Collection. The resort was named a AAA Four Diamond property and made the Travel + Leisure “It List” and the Condé Nast Traveler “Hot List” for 2021.
How it fits the Dillon Luxury Process
- Discovery and market analysis. Your market, your competitors and how guests see you today.
- Brand identity and positioning. A clear concept and positioning statement.
- Strategic planning. A plan for menu, room, service and marketing changes.
- Implementation. Changes put in place with your team, designers and vendors.
- Staff excellence and certification. Staff trained to deliver the experience the brand promises.
- Optimization and growth. Guest feedback and sales results used to refine the concept.
Who this is for
- Owners and investors planning a new luxury concept
- Hotels and casino resorts repositioning a signature restaurant
- Established restaurants ready to move up market
Next step
Tell Bryan about your concept and your market, and he will share where he sees the biggest opportunity. Schedule a consultation, or see all consulting services.