Elevate Every Stay with Personalization for the Modern Traveler! By Kim Chau Huynh, Vietnamese Hotelier

As I reflect on my time leading the team at Ostra, San Antonio's premier fine dining restaurant, I am filled with a sense of pride and accomplishment. Over the past year, our team has worked tirelessly to provide exceptional service to our guests, and our hard work has paid off. We've consistently received great feedback every month, and our service score has increased from 4 stars last year to 4.5 stars in 2025.

But what's even more remarkable is that Ostra has become the only restaurant in San Antonio to receive a coveted Four-Star rating from the prestigious Forbes Travel Guide.

This achievement is a testament to our team's dedication to excellence and our commitment to providing an unparalleled dining experience.

The Forbes Travel Guide inspectors praised Ostra for its diverse menu, which showcases locally farmed chicken and sustainable seafood. Our culinary team, led by our talented Executive Chef, has worked tirelessly to craft a menu that not only delights the palate but also supports local farmers and sustainable practices.

As the F&B Operations Manager, I've had the privilege of leading our team to the top. It's a role that requires a deep commitment to excellence, a passion for delivering exceptional service, and a relentless drive to innovate and improve.

One of the key factors that contributed to our success was our focus on teamwork. From the moment I took on the leadership role, I emphasized the importance of collaboration and communication among team members. We worked together to identify areas for improvement and implemented strategies to address them. Whether it was a server, bartender, or kitchen staff member, everyone played a critical role in delivering exceptional service to our guests.

To foster a sense of teamwork, we implemented regular team meetings and training sessions. These meetings provided a platform for team members to share their ideas, concerns, and feedback. We also used these sessions to recognize and reward team members who had gone above and beyond in delivering exceptional service. By doing so, we created a positive and supportive work environment that encouraged team members to strive for excellence.

Another factor that contributed to our success was our focus on guest satisfaction. We understood that our guests were the lifeblood of our business, and we made it our mission to exceed their expectations. We achieved this by being attentive to their needs, responsive to their feedback, and proactive in addressing any issues that arose.

Whether it was a special request or a complaint, we treated every guest interaction as an opportunity to deliver exceptional service and build loyalty.

To measure our success, we closely monitored our guest feedback and service scores. We used online review platforms, such as Google, Tripadvisor and OpenTable to track our performance and identify areas for improvement. We also conducted regular guest surveys to gather feedback and insights that helped us refined our service standards.

By leveraging these tools, we were able to make data-driven decisions that drove continuous improvement and excellence.

In addition to our focus on teamwork and guest satisfaction, we also prioritized ongoing training and development. We recognized that our team members were our greatest asset, and we invested in their growth and development to ensure they had the skills and knowledge needed to deliver exceptional service. We provided regular training sessions on topics such as wine knowledge, mixology, and service standards. We also encouraged team members to attend industry events and conferences to stay up to date on the latest trends and best practices.

One of the most significant challenges we faced was maintaining consistency in our delivery service. With a large team and a high volume of guests, it was crucial that we maintained a consistent level of service quality. To achieve this, we developed a comprehensive service standards manual that outlined our expectations for service delivery. We also conducted regular service audits to ensure that our team members were meeting our service standards. By doing so, we were able to maintain a high level of consistency in our delivery service and ensure that our guests received an exceptional experience every time they visited us.

Another challenge we faced was managing guest complaints and feedback. While we strove to deliver exceptional service, we understood that mistakes can happen. When they did, we had a clear process in place for addressing guest complaints and feedback. We listened attentively to our guests' concerns, empathized with their frustrations, and provided timely and effective solutions. By doing so, we were able to turn negative experiences into positive ones and build loyalty with our guests.

As I look back on our achievements, I am proud of what we've accomplished. Our focus on teamwork, guest satisfaction, ongoing training and development, and consistency in service delivery has paid off. We've consistently received great feedback every month, and our service score has increased from 4 stars last year to 4.5 stars in 2025. And, of course, being recognized as the only Four-Star restaurant in San Antonio by the Forbes

Travel Guide is a truly remarkable achievement. As we move forward, we'll continue to build on our successes and address areas for improvement. We'll remain focused on delivering exceptional service to our guests and creating a positive and supportive work environment for our team members. By doing so, we'll ensure that Ostra remains a top destination for fine dining in San Antonio. Let’s together redefining the hospitality with personalization that makes every guest feel at home.