Adapting Excellence: 51 Seasons in the F&B Department at Menorca, a Conversation with Antonio Salas

Today, I had the pleasure of a small talk with Antonio Salas, the Second Maitre at Alua Soul Menorca, who has dedicated 51 seasons to this iconic venue. Antonio shared how, in his early days, customer service was all about attention to detail. Tables were cleared and reset before dessert, crumbs were removed discreetly, and fish was cleaned in front of the guest to ensure freshness and perfect presentation. Back then, most tourists visiting Menorca were British, paying in pounds, which, when converted to pesetas (the currency in Spain at that time), led to generous tips. Travel was a luxury for those who could afford it, and these high-end travelers demanded and appreciated excellent service in a time before low-cost airlines, where every trip was a valued investment. Over time, the hotel industry has changed significantly with the rise of all-inclusive packages, low-cost travel, tour operators, budget airlines, and online agencies, creating fierce competition in the market. Customer reviews on the internet have given consumers more power than ever, forcing hotels to constantly adapt. Antonio, with his extensive experience, acknowledges that providing the same level of detailed service today would be overwhelmingly expensive for most customers. Nowadays, hoteliers face the challenge of maintaining quality service while reducing costs and adjusting margins. Guest satisfaction remains our priority, but we need to be creative and efficient in a highly competitive environment. Recently, it seems that the appeal of all-inclusive packages is decreasing due to their costs, and travelers are looking for more flexibility and authenticity in their experiences. Sometimes, it’s important to look back to understand how much we’ve changed and how much further we need to go. The Guest experience is still at the heart of our industry, and although things have changed, our commitment to excellence remains strong. Adapting is necessary, but we must not lose sight of the essence of service that we learnt from masters like Antonio.

Daniel Bermejo Oyarzun