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The adventurous catering solutions magazine Autumn 2016<br />
ALL IN A<br />
DAY'S WORK<br />
Behind the scenes with the Chefs delivering<br />
fabulous food at amazing venues<br />
FOOD MATTERS<br />
When only the best will do – creating<br />
bespoke menus for clients and customers
Welcome<br />
Welcome to the first edition of Glorious, a magazine<br />
from Amadeus celebrating everything that<br />
is great about food and service<br />
If ever there was a time to be proud of<br />
what is happening in our industry it is<br />
now. With innovation in food and<br />
technology, what we eat and how we<br />
order it is changing. The focus on the<br />
customer and providing the best service<br />
has never been more relevant and<br />
the team at Amadeus has<br />
embraced this fully and is<br />
constantly looking for ways<br />
we can improve what we<br />
deliver to our venue clients<br />
and ultimately their visitors.<br />
In an ever-changing industry,<br />
having an eye on the future<br />
both for trends and for<br />
talent is something you<br />
ignore at your peril.<br />
I hope you will enjoy<br />
reading about some<br />
of the talent I am<br />
fortunate to have<br />
in our business.<br />
The passion and<br />
enthusiasm Chefs<br />
like Simon Hellier,<br />
Aaron Johnson and<br />
Darren Proud<br />
bring to their teams is immeasurable and at<br />
Amadeus it is the people that drive change.<br />
Our business is simple – it’s about food and<br />
people. What is not simple is getting those things<br />
right. Being able to sell well, understand the<br />
customer needs and fulfil them is a skill and in<br />
the last year we have focussed on changing our<br />
culture from one of serving to selling.<br />
Find out more about this on page 28.<br />
Autumn is a great time in the food<br />
industry, gearing up for Christmas<br />
hospitality and for us swapping from<br />
our summer events season at visitor<br />
destinations to venue retail and<br />
hospitality. I am looking forward to<br />
launching our new project,<br />
The Edge, at the<br />
NEC and hope<br />
you enjoy reading about<br />
how we developed the<br />
concepts on page 16.<br />
KEVIN WATSON,<br />
MANAGING<br />
DIRECTOR,<br />
AMADEUS<br />
Emma Thorn<br />
Head of Marketing<br />
Jenna Hadley<br />
PR & Communications Manager<br />
info@<strong>amadeus</strong>food.co.uk<br />
0121 767 3329<br />
<strong>amadeus</strong>food.co.uk<br />
Follow us...<br />
@<strong>amadeus</strong>food<br />
This magazine has been produced in<br />
conjunction with EP and Newhall Publishing Ltd<br />
EP<br />
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hello@newhallpublishing.com<br />
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Managing Editor<br />
Ben Butler<br />
Production Editor<br />
Anita Comerford<br />
Art Editor<br />
Gareth Evans<br />
Senior Designer<br />
Owen Moran<br />
Picture Editor<br />
Robyn Barr<br />
Account Director<br />
Richard Woolliams<br />
Advertising<br />
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and Dean Brown<br />
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Cover photograph<br />
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WWW.MARUSSIABEVERAGES.CO.UK<br />
AMADEUSFOOD.CO.UK 3
IN THIS ISSUE READ ALL ABOUT IT<br />
READ ALL ABOUT IT IN THIS ISSUE<br />
Contents<br />
Issue 01<br />
Autumn 2016<br />
Hot<br />
topic!<br />
22 33<br />
The adventurous catering solutions magazine Autumn 2016<br />
ALL IN A<br />
DAY'S WORK<br />
Behind the scenes with the Chefs delivering<br />
fabulous food at amazing venues<br />
FOOD MATTERS<br />
When only the best will do – creating<br />
bespoke menus for clients and customers<br />
14<br />
01_OK_0072AMM_COVER_REPRO.indd 1 06/09/2016 09:56<br />
REGULARS<br />
06<br />
43<br />
Changing the way we eat<br />
The latest news from Amadeus and why<br />
they're at the forefront of innovation<br />
Calendar of events<br />
The definitive guide to what’s going<br />
on over the autumn and winter seasons<br />
FEATURES<br />
10<br />
16<br />
The perfect double act<br />
Simon Hellier and Aaron Johnson<br />
talk inspiration and seasonal favourites<br />
Taking you to The Edge<br />
Introducing the innovative food<br />
concepts at The Edge within the NEC<br />
10<br />
22<br />
Feeding time at the zoo<br />
Amadeus reinvigorates the food on<br />
offer at Dudley Zoological Gardens<br />
– and it's not for the animals!<br />
28<br />
33<br />
50<br />
Satisfaction guaranteed<br />
Always pushing for a better customer<br />
experience is key to Service that Sells<br />
How was it for you<br />
Glorious talks to Sam Bates and Darren<br />
Proud about what it took to host<br />
the Ricoh Women’s British Open<br />
Amadeus made my day<br />
Apprentice of the Year, Tyrel Richards,<br />
reveals how his apprenticeship opened<br />
up a world of new opportunities<br />
4 GLORIOUS<br />
AMADEUSFOOD.CO.UK 5
NEWS FOOD INNOVATIONS<br />
FOOD INNOVATIONS NEWS<br />
UNDERSTANDING<br />
THE CUSTOMER<br />
Changing<br />
the way we eat<br />
For 40 years Amadeus has been recognised for its<br />
culinary expertise and commercial development that<br />
is designed to improve the customer experience.<br />
Here are just some of their latest innovations...<br />
MADE FOR YOU<br />
One of the most important elements scratch. At the International Convention<br />
of the Amadeus catering business Centre (ICC) Birmingham, this is<br />
is the ‘MADE for you’ initiative, which business as usual and has seen the Chef<br />
means it is a bespoke offering – so up to team – headed up by Executive Chef,<br />
85 per cent of food delivered is exactly Simon Hellier – create some of the<br />
what the client wants. This means most imaginative and operationally<br />
Amadeus creates an experience from challenging events ever seen.<br />
“Food should be<br />
part of the event<br />
experience and<br />
we want to get<br />
even closer to the<br />
customer”<br />
Simon Hellier Executive Chef ICC<br />
EXPERIENCING FOOD<br />
UP CLOSE AND PERSONAL<br />
In January 2016, Simon and his team<br />
introduced the ‘Chef ’s Table’, an<br />
experience that gives guests a real<br />
insight into the food served at the ICC.<br />
This has been created to support the<br />
sales teams as it enables them to bring<br />
clients on to the site to sample the<br />
food and showcase it as a unique selling<br />
point for the venue. Simon cooks in<br />
front of the guests while talking them<br />
through recipes, food provenance<br />
and wine pairings.<br />
Record<br />
breaking<br />
A ground-breaking event from the<br />
team at the ICC saw Amadeus break<br />
its own catering record. The gala<br />
dinner for the World Small Animal<br />
Veterinary Association Congress<br />
(WSAVA), allowed 950 guests to<br />
choose their starter, main and desert<br />
from a full choice menu. The restaurantstyle<br />
service for such a large event was<br />
a first for the catering group, and a rare<br />
occurrence for any venue.<br />
“Delivering a restaurant-style service,<br />
where each guest has a menu of<br />
options to choose from is relatively<br />
unheard of, particularly on such a<br />
scale,” said Craig Hancox, Amadeus<br />
General Manager at the ICC. “Each<br />
table’s order was taken by<br />
our front of house waiting<br />
staff and then fed into the<br />
kitchen where Simon Hellier and<br />
his team got to work to deliver the<br />
courses as ordered.<br />
“We have delivered this service<br />
before but not for so many. It<br />
presents its challenges, primarily<br />
from a service and ordering point<br />
of view, but we have a very talented<br />
team who are always looking to<br />
raise the bar and I feel we’ve<br />
certainly achieved this here.”<br />
TO FIND OUT MORE ABOUT<br />
HOLDING AN EVENT<br />
AT THE ICC OR ANY OF<br />
THE AMADEUS VENUES<br />
CONTACT 0121 767 3329<br />
Providing customers with innovative<br />
solutions continues when it comes to the<br />
environments run by Amadeus. Within<br />
the NEC, Amadeus had the opportunity to<br />
conduct some in-depth customer research<br />
to understand what would improve the<br />
experience of a visit to the NEC food<br />
and beverage areas.<br />
In 2015, Emma Thorn, Head of Marketing<br />
for Amadeus, teamed up with Know Research<br />
and conducted one of the largest and most<br />
in-depth customer research programmes ever<br />
at the NEC site to understand the consumer<br />
decision-making process at all stages of the<br />
customer journey. This included a number<br />
of research channels including accompanied<br />
shops, app-based research prior, during and<br />
post visit, incept interviews and observations.<br />
The research produced insight into when<br />
customers start thinking about food and<br />
beverage, what impacts purchasing behaviour,<br />
their mind states during the day and pre and<br />
post perceptions of the food and beverage<br />
offerings. From the research, some of the key<br />
actions included refurbishment of some of the<br />
NEC food and beverage areas called PODs.<br />
As part of the redevelopment, the Amadeus<br />
project team investigated eating trends,<br />
multiple food service options and food<br />
trends to influence the concept choices.<br />
Working with the NEC Group’s central<br />
Insight and Marketing Services departments,<br />
which includes a full in-house marketing<br />
agency, the concepts for ‘The Edge’ were<br />
developed. The project is being launched<br />
at the Autumn Fair and will include increased<br />
speed of service and covers and four brand<br />
concepts – see page 16 for details.<br />
6 GLORIOUS<br />
AMADEUSFOOD.CO.UK 7
NEWS FOOD INNOVATIONS<br />
FOOD INNOVATIONS NEWS<br />
BUILDING THE<br />
RIGHT TEAM<br />
In order to foster innovation, Amadeus has<br />
to ensure the right people are part of their<br />
culture, understand it and live and breathe<br />
the values of ‘MADE a difference’.<br />
In 2015, the HR team at Amadeus looked<br />
to innovate and reinvent how they recruited<br />
and trained over 1,000 staff including 90<br />
Chefs. Tony Baldock, Operations Director<br />
for Amadeus, looked at overhauling the<br />
recruitment and training based on his belief<br />
that a change was needed to take Amadeus<br />
from being a serving culture to a selling one.<br />
The process started with recruitment and<br />
scrapping the traditional interview for an<br />
audition, one in which the applicant had<br />
to demonstrate they can sell and have<br />
a passion and flair for food and service.<br />
Tony then introduced a Service that Sells<br />
programme to the Amadeus business, which<br />
focusses on customer service – turn to page<br />
28 to find out more about how it is working<br />
for the staff and the customers.<br />
As a brand, Amadeus prides itself in living<br />
by a personality that is progressive, creative,<br />
passionate, supportive and inventive.<br />
It’s a culture that is delivering real results,<br />
both now and in the future and one that<br />
ensures the team will and can respond to<br />
any challenge they are given.<br />
TO FIND OUT ABOUT<br />
CAREER OPPORTUNITIES<br />
WITH AMADEUS GO TO<br />
NECGROUP.CO.UK/WORKING-FOR-US<br />
THEATRE ON A PLATE<br />
The Amadeus team’s most recent<br />
innovation has been introducing<br />
a theatrical dining multi-sensory<br />
experience where the food is<br />
prepared and cooked in front the<br />
guests, creating an additional air<br />
of anticipation and excitement.<br />
“Food should be part of the event<br />
experience and we want<br />
to get closer to<br />
the customer,”<br />
explains Simon<br />
Hellier. “Not<br />
only does it<br />
showcase to the<br />
guests the quality<br />
and freshness of<br />
the ingredients<br />
and talent of the<br />
chef’s brigade, but<br />
it reiterates everything we say we<br />
do – that we can serve fine dining<br />
in large numbers.”<br />
The theatrical dining experience<br />
was premiered at the Vox launch<br />
in February 2016. Emma Channon,<br />
a journalist from Meetings and<br />
Incentive Travel Magazine, said of<br />
the event, “You don’t generally<br />
associate conference venues with<br />
Michelin-quality food – this has<br />
officially set the bar.”<br />
One of the standout dishes was a<br />
lemongrass mist that engulfed the<br />
table to give a citrus twist to the dish.<br />
This technique, and other theatrical<br />
dining elements, is an area Simon is<br />
truly passionate about. He believes<br />
multi-sensory experiences add<br />
another dimension and overall the<br />
whole meal is enhanced.<br />
“It goes beyond just the experience<br />
of eating the dish, it adds a bit of fun<br />
into it too. The dish feels more alive,<br />
more fresh. The lemon mist is a real<br />
crowd pleaser. We use flavoured dry<br />
ice, which reacts when warm stock is<br />
poured over. As it evaporates vapour<br />
is released and the mist travels across<br />
the table and starts to roll in front<br />
of the guests sat at the table. They<br />
get this intense lemongrass smell<br />
which<br />
adds another<br />
sensory level to<br />
the dish. You are<br />
creating a mystical<br />
element and with the<br />
right ambiance and lighting it can really<br />
make the course stand out. We serve<br />
this course at the beginning of the<br />
dining experience so we really have to<br />
make sure we follow through with four<br />
or five other really impressive courses.<br />
If you start with a great course and<br />
don’t follow it up, the whole meal can<br />
fall apart. We like to keep anticipation<br />
levels high and really carry on with<br />
the theatrical elements.”<br />
Simon continues, “I wouldn’t say<br />
I look at any particular ingredient<br />
and think, ‘How can I use this in the<br />
room?’ It’s more, ‘How can I add theatre<br />
to this, how can I impress the guest?’<br />
I’m always looking at dishes and<br />
aspects that can be completed in the<br />
room with the guests involved rather<br />
than away in the kitchen. I believe<br />
Crêpes Suzette may make<br />
a comeback and will<br />
be created in front<br />
of the guest.”<br />
Food and drink<br />
at the click of a button<br />
Under the brand initiative, ‘MADE life<br />
easier’, Amadeus is also committed to<br />
delivering innovation that improves<br />
how customers order food and<br />
drink at events and improving the<br />
speed of delivering service. The first<br />
major technical innovation that saw<br />
Amadeus shortlisted for a prestigious<br />
Catey award in 2016 was Qjacker<br />
– an online ordering service to<br />
cope with the demands of feeding<br />
thousands of visitors at the Insomina56<br />
Gaming Festival hosted at the<br />
NEC Birmingham.<br />
One of the most critical components<br />
for the Insomnia event – an impressive<br />
new event for the NEC venue – was<br />
having a service for the BYOC (bring<br />
your own computer) community<br />
who are engaged in live games and<br />
competitions round the clock on a<br />
global scale throughout the event, to<br />
be able to order refreshments from<br />
8am-2am each day without causing<br />
disruption to their play. Amadeus used<br />
the convenient web and smartphone<br />
app Qjacker, which allows users to<br />
order food and drink to be delivered<br />
directly to their gaming stations – all<br />
other live sites now operating the<br />
app use collection points. Working<br />
closely with NEC Group IT and Qjacker,<br />
Amadeus developed the application to<br />
suit the needs of the event – including<br />
design, build and testing – within just<br />
eight weeks. With record numbers<br />
processed and delivered to happy<br />
gamers with an average time from<br />
order confirmation to personal delivery<br />
of just eight minutes it transformed the<br />
way food and drink was delivered.<br />
Operations Director, Tony Baldock,<br />
explains the importance of introducing<br />
the ground-breaking service, “The level<br />
of detail required to get the finished<br />
solution just right was challenging but<br />
the planning and teamwork including<br />
IT, marketing, our service partners and<br />
suppliers helped make this venture<br />
a success. The event was only<br />
won in September<br />
so a three-month<br />
turnaround<br />
for a brand new technological concept<br />
is phenomenal. Allowing customers<br />
to order instantly rather than preordering<br />
gave a different dimension to<br />
the event and was important for the<br />
visitor experience. The team offered<br />
exceptional service by following a predetermined<br />
seating plan meaning we<br />
were able to find customers quickly.”<br />
Tony added, “We also worked<br />
closely the Insomina56 organisers<br />
to determine the demands of the<br />
community with the most important<br />
factors being portion size, quality of<br />
food and value for money. Normal<br />
operations were also in effect with our<br />
service partners extending<br />
their hours to support us so<br />
if we did have any issues they<br />
were resolved promptly as<br />
to not affect food service<br />
or customer experience.”<br />
Qjacker has now been<br />
tested in Starbucks and<br />
the NEC Group’s two<br />
arenas – Genting and<br />
Barclaycard Arena – with<br />
positive results. The service<br />
is due to be implemented<br />
across all NEC Group sites<br />
by the end of 2016.<br />
8 GLORIOUS<br />
AMADEUSFOOD.CO.UK 9
DEVELOPING TALENT MEET OUR CHEFS<br />
The perfect<br />
double act<br />
Executive Chef Simon Hellier and Head Chef Aaron Johnson know<br />
what it takes to deliver exceptional food. They work with their teams<br />
to provide restaurant-quality food on a grand scale. We caught up<br />
with them to find out their favourite seasonal ingredients<br />
Simon Hellier (pictured right) has been<br />
working for Amadeus based at the<br />
ICC Birmingham since 1991 and has<br />
worked his way up through the ranks<br />
to become Executive Chef in 2011.<br />
He is renowned for his ability to deliver<br />
restaurant-quality food in a large scale<br />
environment – creating drama and impact<br />
for guests at events and banquets and<br />
creating menus for anything from two<br />
to 8,000 guests.<br />
So what inspires him? “For me<br />
I always resort back to the<br />
fundamental rules of<br />
cooking, without this<br />
you are unable to<br />
be innovative. My<br />
inspiration comes from<br />
art, the weather, what<br />
I see, what I feel,<br />
music or a smell.<br />
All these can<br />
help innovate<br />
to create new<br />
dishes, but you<br />
have to start<br />
with the basics.”<br />
His most recent<br />
innovation has been<br />
introducing a theatrical dining experience.<br />
This includes a multi-sensory experience where<br />
the food is prepared and cooked in front the<br />
guests. “Food should be part of the event<br />
experience and we want to get closer to the<br />
customer,” explains Simon. “Not only does it<br />
showcase to the guests the quality, freshness<br />
and talent of the chef ’s brigade, but it reiterates<br />
everything we say we do – that we can serve<br />
fine dining in large numbers.<br />
“At the moment we are working on the<br />
autumnal menu, which for me is all about<br />
comfort food and slow cooking. We choose<br />
selections of meat that take a long time to<br />
cook but deliver the maximum flavour<br />
– something like blade of beef (see<br />
page 15 for Simon’s recipe) served with<br />
British root vegetables works very well<br />
during the autumn season. With<br />
braised cuts we make our own<br />
sauce using the meat juices<br />
as it gives an intense and<br />
natural flavour. So you’re left<br />
with quality meat, good<br />
vegetables and a delicious<br />
highly flavoured sauce.<br />
“It’s also really important<br />
to use seasonal vegetables –<br />
they taste best when you are using<br />
locally grown produce in season. It’s the same<br />
with fruit – there’s no comparison between<br />
the flavour of strawberries grown in season and<br />
forced – they’re like two different products.<br />
Using seasonal vegetables is also important as<br />
it means we can support local farmers.<br />
We work closely with our procurement<br />
department who are close to all our suppliers.<br />
We also talk directly to our local suppliers and<br />
encourage them to send us information on what<br />
they’re producing and to tell us about what they<br />
have coming on. Weather really can make the<br />
difference between a good crop or early crop or<br />
late crop so we have to keep up to date with<br />
what supplies we may have coming in. There<br />
are also product trends and growth trends<br />
Dishes clockwise from top left: lobster tail and claw, ham hock<br />
with a Scotch quail egg, tiramisu and venison parfait<br />
“My inspiration comes from art, the weather,<br />
what I see, what I feel, music or a smell. All<br />
these can help innovate to create new dishes”<br />
Simon Hellier, Executive Chef ICC Birmingham<br />
10 GLORIOUS<br />
AMADEUSFOOD.CO.UK 11
DEVELOPING TALENT MEET OUR CHEFS<br />
Gressingham duck breast<br />
with baby broad beans<br />
that we may not be aware of, so the relationship<br />
between us and the growers is really important<br />
and the success of that good communication<br />
is reflected in the food we produce.”<br />
To find out what goes into producing<br />
award-winning food on such a huge scale we also<br />
caught up with Aaron Johnson, Head Chef at<br />
the Vox conference centre (pictured right).<br />
He has worked his way up through the ranks at<br />
Amadeus and was mentored by Simon at the<br />
ICC. “My passion for food was originally honed<br />
by my parents. They owned restaurants so I was<br />
exposed to preparing food for paying customers<br />
from an early age. My parents worked hard and<br />
had a real passion for their work and I think that<br />
rubbed off on me – seeing their enthusiasm and<br />
hard work shaped my career choices.<br />
“Before I came to Amadeus I worked for<br />
Gordon Ramsay and Jason Atherton at the<br />
Michelin-starred Maze restaurant in Mayfair.<br />
The work was relentless but really rewarding.<br />
It really taught me all about presentation – food<br />
has to look beautiful, you have to want to eat it.<br />
That’s what I love about what I do now – it’s a<br />
real challenge to produce restaurant-quality<br />
food with fabulous presentation on this scale.<br />
We regularly produce banquets for 800 guests,<br />
but every plate of food is served straight from<br />
the kitchen to their table. We don’t reheat dishes<br />
and then serve – this is restaurant dining.”<br />
The demands of the job are phenomenal with<br />
preparation starting up to two weeks in advance<br />
for an event. “We have a menu selection for<br />
clients to choose from, but about 85 per cent<br />
of our clients opt for a bespoke menu, so<br />
that’s when you can really let your creative side<br />
run wild,” says Aaron. “It’s great to work with the<br />
client to ensure we can deliver exactly what they<br />
want. Once we’ve decided on the menu we will<br />
start planning up to two weeks in advance,<br />
ordering the ingredients to put the dishes<br />
together. Obviously we also look at how the<br />
dishes will be presented on the day as when you<br />
have 800 plates leaving the kitchen through up<br />
to 24 delivery points you have to know that<br />
every single one looks perfect.<br />
“We have a core team that work at the<br />
VOX and then we bring in agency staff for our<br />
big events so we have to be able to communicate<br />
well to ensure everyone is clear about what’s<br />
expected of them. When I was working in other<br />
kitchens I had head chefs shouting at the staff,<br />
but I just don’t think that works. When the<br />
pressure is on with a job of<br />
course we all feel it, but<br />
I would rather people<br />
felt focussed and<br />
motivated rather than<br />
terrified of being shouted<br />
at. I don’t think that brings<br />
out the best in people.”<br />
Every Chef also has a<br />
passion for their ingredients<br />
– you can’t make memorable<br />
dishes without great ingredients,<br />
so what are Aaron’s<br />
favourites? “I love<br />
seafood and one<br />
of my<br />
favourite<br />
“You can cook food to<br />
perfection but if you<br />
don’t make it look<br />
beautiful then you<br />
won’t get the best from<br />
it. A glass of the right<br />
wine also helps!”<br />
Aaron Johnson, Head Chef VOX<br />
0121 748 3377<br />
info@contemporaryeventstructures.co.uk<br />
www.contemporaryeventstructures.co.uk<br />
12 GLORIOUS
DEVELOPING TALENT MEET OUR CHEFS<br />
Slow-cooked<br />
feather blade of beef<br />
Enjoy this flavourful cut of British beef, perfect for slow cooking,<br />
along with butterbean potato purée, seasonal roast roots and a<br />
Merlot and red onion compote for a hearty autumnal dish<br />
INGREDIENTS<br />
BUTTERBEAN MASH<br />
ROOT VEGETABLES<br />
RED ONION COMPOTE<br />
dishes to cook is squid ink risotto with a piece<br />
of bream on top and served with a lobster<br />
sauce. It’s great to play with different flavour<br />
combinations to see what works. Obviously<br />
there are classics – slow-cooked French dishes<br />
like beef Bourguignon, moules marinière,<br />
bouillabaisse, confit of duck – but I like to<br />
add different twists. I like to experiment with<br />
flavours from Thailand as I spent some time<br />
travelling there, so I like to introduce the classic<br />
spices and flavours of Thai food, so that might<br />
be a Thai broth with the moules or infusing a<br />
confit of duck with Asian herbs and spices.<br />
“We really like getting people to try different<br />
things. Obviously when we’re developing a<br />
menu for the VOX we need to be mindful<br />
of producing it on a large scale, but once you<br />
know you can produce something for 50-100<br />
people I know it will work at banqueting level<br />
as then it’s just a case on multiplying it up. To<br />
deliver on the day it’s all about the organisation<br />
– we normally have about one and half hours to<br />
deliver three courses, so it’s demanding but I’m<br />
proud that we manage to do it several times a<br />
week throughout the year. We’re building a<br />
reputation here for great food and that’s what<br />
I am so proud of.”<br />
Aaron clearly loves what he does – it’s hard<br />
work but he says the rewards are definitely worth<br />
it. “I just love food – my favourite dinner that<br />
I cook for friends at this time of year is pan-fried<br />
loin of venison, cooked medium rare, squash,<br />
coffee-glazed beets and Parmesan crumb<br />
shallots all served with a red wine jus. For dessert<br />
it has to be a plum and gooseberry crumble with<br />
macadamia nuts and vanilla topping.<br />
“It’s great to cook with what’s in season as<br />
then you can ring the changes throughout the<br />
year, adjusting your menu to make the most of<br />
what’s in the shops and at its best.” So what’s his<br />
other top tips for the best dinner party food?<br />
“It’s all about the presentation – you can cook<br />
food to perfection but if you don’t make it<br />
look beautiful on the plate then you won’t get<br />
the best from it. A glass of the right wine also<br />
helps! It’s worth trying out different wines to<br />
find flavours that complement each other – at<br />
Amadeus we have wine training to learn about<br />
how wine and food can work together – or not!<br />
It’s all part of the restaurant experience of dining<br />
at an Amadeus banquet.”<br />
TO FIND OUT ABOUT<br />
BANQUETING FACILITIES AT THE<br />
ICC CONTACT THEICC.CO.UK/<br />
CONTACT OR FOR THE<br />
VOX THEVOXCENTRE.CO.UK/<br />
CONTACT-US<br />
Serves 2<br />
2 x 8oz British feather blade of beef<br />
or braising cuts (from any good<br />
quality butcher)<br />
1 x small bunch of fresh thyme<br />
2 x cloves of garlic<br />
500ml x fresh beef stock or 500ml water<br />
with 2 beef stock cubes<br />
50ml x sunflower oil<br />
28g x tomato paste<br />
2 x large parsnips<br />
2 x long carrots<br />
1 x red onion<br />
1 x small bunch of fresh rosemary<br />
28g or a good-sized spoonful of<br />
redcurrant jelly<br />
100ml x Merlot red wine<br />
2 x jacket potatoes<br />
1 x lemon<br />
56g x butterbeans<br />
56g x salted butter<br />
28g x sea salt<br />
Salt and pepper for seasoning<br />
Sprig of fresh parsley<br />
BRAISED BEEF<br />
AND SAUCE<br />
Preheat the over to<br />
200°C/Gas mark 6. Seal<br />
the blades of beef in a<br />
hot pan until golden<br />
brown on both sides,<br />
then place into a<br />
suitably sized braising<br />
dish. Add the beef<br />
stock and tomato<br />
paste to the meat<br />
sealing pan to capture<br />
any beef sediment<br />
for additional flavour. Pour<br />
the braising stock over the<br />
beef blades and add the fresh<br />
rosemary and cloves of garlic.<br />
Fully cover the beef with lid or tin<br />
foil and slow cook in the preheated<br />
oven for around 4 hours or until the<br />
meat is tender. Then remove the excess<br />
cooking liquor from the beef and reduce<br />
down to a sauce consistency.<br />
Bake the jacket potatoes in the oven (about<br />
2½ hours after the beef was placed in the oven)<br />
on a bed of sea salt for around 60-80 minutes<br />
or until the texture is soft. Scoop the filling from<br />
the potato skin and crush with a fork. Add<br />
a squeeze of fresh lemon, coarsely chopped<br />
butterbeans, salted butter, fresh chopped<br />
parsley and plenty of seasoning to taste.<br />
Peel the parsnips and remove the core. Prepare<br />
the carrots, rub with sunflower oil, fresh thyme<br />
and seasoning. Place on a flat roasting tray and<br />
cook in the oven about 30 minutes before beef<br />
is ready until the vegetables become golden<br />
brown and soft to the touch.<br />
Peel and slice finely the red onion into strips<br />
or diced, soften in sunflower oil in a small pan,<br />
add redcurrant jelly and red wine. Reduce the<br />
cooking liquor until the mixture becomes sticky<br />
and thick, then remove from the heat.<br />
BUILDING THE PLATE<br />
Serve a generous portion of butterbean mash<br />
in middle of the plate. Place feather blade of<br />
beef on top. Add the red onion compote on<br />
top of the beef. Build the root vegetable up<br />
and over the beef. Finally pour the rich<br />
beef sauce over the dish.<br />
14 GLORIOUS
FROM VENUE TO MENU PROJECT POD<br />
PROJECT POD FROM VENUE TO MENU<br />
Taking you to<br />
THE EDGE<br />
Now guests can enjoy Italian, British, a handcrafted deli cafe<br />
and a man vs food meat concept within @the Edge in halls at<br />
the NEC. Executive Chef Neil Ashton talks through the process<br />
Above: Sustainably caught, hand beer-battered<br />
cod with hand-mashed minted and chilli peas<br />
There are mouth-watering changes<br />
taking place at the NEC with new<br />
food and drink offers being created<br />
to ensure visitors have a really great<br />
experience. Amadeus has taken a<br />
new approach following in-depth<br />
research and has created four new<br />
concepts for in-hall dining: Italian,<br />
British, handcrafted deli cafe and a<br />
man vs food offer with fresh food<br />
cooked to order and lots of healthy<br />
options. The changes are part of a £1.4<br />
million investment named Project Pod<br />
and the new in-hall services will also<br />
have faster service, more seating and<br />
‘grab and go’ options. Calm and cool,<br />
NEC Executive Chef Neil Ashton has<br />
been working for Amadeus for nearly<br />
30 years and leading the charge – his<br />
experience has been indispensable and<br />
here he talks all about the new offers.<br />
“Previously the food areas in the halls at<br />
the NEC were designed to last around ten<br />
or 15 years. Once they were created, the idea<br />
was that they wouldn’t need much changing.<br />
However, with customer desires this is<br />
simply no longer possible. Each hall at the<br />
NEC had at least one restaurant before this<br />
project but now, with the customer in mind,<br />
we have invested heavily to offer one<br />
restaurant with four concepts. Our hope is<br />
that visitors will enjoy the new range and find<br />
something that works for them for whatever<br />
reason they are there. This project includes<br />
the new EvViva (Italian restaurant) and<br />
Butcher and Grill (the meat and grill option)<br />
as well as the Oak Kitchen, which serves<br />
British food. This on-trend concept launched<br />
in 2012 and the menu proved so popular that<br />
each year we only tweak the dishes slightly”<br />
The customer experience is at the centre<br />
of all events at the NEC, and this extends<br />
to the food and drink offering. The<br />
refurbishment of the first three in-hall<br />
food restaurants is part of a venue-wide<br />
improvement programme, and following<br />
extensive research carried out in 2015, a<br />
radical re-styling of the look and feel began.<br />
Logistical issues have also been looked<br />
into to ensure visitors receive their food<br />
quicker and have more choice of good value<br />
and great quality food.<br />
“We have evolved the traditional offer of<br />
self-service to enhance the experience for<br />
the customer,” Neil continues. “This still<br />
works but now the customer has a greater<br />
choice. We looked at the high-street options<br />
and then decided to take these ideas further<br />
to improve the guests’ experience. The NEC<br />
Group research team, Insight, provided us<br />
with market trends and information on the<br />
up-and-coming experiences such as ‘grab and<br />
go’. The research process started over a year<br />
ago and the team began by looking at ‘mega<br />
trends’ in food and basically with a blank<br />
sheet of paper with regard to the overhaul of<br />
the 250-seat food restaurants at the NEC.<br />
“The main areas looked at, alongside the<br />
food offering, were the times people want to<br />
eat and people’s craving for longer dwell<br />
16 GLORIOUS<br />
AMADEUSFOOD.CO.UK 17
FROM VENUE TO MENU PROJECT POD<br />
PROJECT POD FROM VENUE TO MENU<br />
Above: Try burgers from the meat and grill selection<br />
Main: The “Brummie” Balti will also be available<br />
Customers are looking for fresher,<br />
tastier food cooked quickly to order to<br />
suit their personal tastes<br />
times. Food trend information and eating<br />
out trends have been essential for identifying<br />
high performing, large appeal potential food<br />
concept ideas around food types. The project<br />
team were split into research teams to go out<br />
and look at similar concepts, style of service,<br />
menu and restaurant design and report back on<br />
findings and recommendations. We discovered<br />
that customers are looking for fresher, tastier<br />
food cooked quickly to order to suit their<br />
personal tastes, whether it’s adding extra shots<br />
in their coffee or choosing the filling and type of<br />
bread for their sandwich.<br />
“We also noticed that alcohol and especially<br />
beer sales are in decline, so we reduced the size<br />
of the bar area and added an Italian themed<br />
restaurant in the previous bar area. By changing<br />
our offer to match the customer demand and tie<br />
into key new trends, we are able to provide the<br />
very best visitor experience.”<br />
Studying customer behaviour has been vital<br />
to the project and from these results, the growth<br />
of healthy options – as part of the decisionmaking<br />
factor – has increased. “This is especially<br />
true in the morning but also as the day or week<br />
goes on they have something more of a treat,”<br />
Neil explains. “We have to make sure there are<br />
options available for whatever the customer<br />
is looking for.”<br />
Designing how the concepts work and how<br />
they would sit within the areas to maximise<br />
customer flow, speed and wayfinding was<br />
also completed at the same time as this research.<br />
For the customer, they should hopefully see<br />
some great food options. While behind<br />
the scenes the whole customer journey has<br />
been thought through and designed to ensure<br />
they can easily find exactly what they want.<br />
“We were handed back the areas from the<br />
designers in the summer and have spent time<br />
making sure it was all ready for food tours.<br />
We hold these for key internal, NEC Group<br />
stakeholders, because it is important we have all<br />
the teams involved. These food tours are great<br />
for this and our teams really enjoy experiencing<br />
the food themselves – they have to explain it to<br />
our customers after all. Following this stage<br />
we’ll open up the dining space for the staff to try<br />
and hold training days around this time too. VIP<br />
tours for show organisers and key people will<br />
then take place just before we go live this month<br />
– just in time for the very popular Autumn Fair!<br />
“Working on the new menu offers was great<br />
fun. We investigated a range of products and<br />
18 GLORIOUS<br />
AMADEUSFOOD.CO.UK 19
FROM VENUE TO MENU PROJECT POD<br />
rattled the choices down to the best of the best.<br />
Designing new menus can be challenging but<br />
it does have its advantages, like getting to try<br />
numerous delicious options. If you take<br />
our burger, we tried ten patties, ten brioche<br />
buns and ten more of everything else. The initial<br />
cook-off allowed us to pick the best relish and<br />
garnish too. Then all the chefs went away and<br />
created different versions. After whittling it<br />
down we were left with the best choice.<br />
“When I think of hot plates I think of<br />
motorway services, ones where customers have<br />
to come to the counter with a tray and someone<br />
places food on to the plate in front of them. This<br />
wasn’t too far removed from what we offered in<br />
some areas and so we have completely rethought<br />
this to improve it for the customer. Now dishes<br />
are prepared and plated in the kitchen after<br />
orders come in via electronic screens from the<br />
front of house teams. We can spend more<br />
time on presentation before the customer<br />
sees the finished article.<br />
“Before these changes we had a library of<br />
dishes that we switched for shows depending on<br />
what they were. This ranged from the type of<br />
show like a trade show, to the gender of the<br />
audience and we believed we had covered all<br />
requirements and everyone had a fair offer.<br />
However, we have rethought this process and<br />
work across all shows at the NEC to keep it<br />
consistent. It’s an exciting change to make and<br />
I know it’s going to work, but I have to admit<br />
that I am a bit nervous – but more excited.<br />
“Our main hope is that we have created some<br />
defined areas for people to enjoy. It didn’t make<br />
20 GLORIOUS<br />
Above: A rack of low ‘n’ slow ribs is a traditional grill favourite<br />
THE EDGE CONCEPT CAN BE FOUND IN HALLS<br />
1, 3 AND 4 AT THE NEC BIRMINGHAM AND WILL BE<br />
LAUNCHED AT THE AUTUMN FAIR IN SEPTEMBER.<br />
sense for the visitors to queue for their hot food,<br />
queue for their drink and then maybe queue<br />
for their dessert. Now they can select their<br />
complete meal in one movement and go away<br />
and enjoy it. None of us like being delayed,<br />
especially when it comes to a meal! The new<br />
areas will now feature an increased number<br />
of tills so visitors can be served more<br />
quickly. And seating has been increased<br />
by 30 per cent after customer feedback<br />
that they want more areas to sit down<br />
and enjoy a coffee.<br />
“With our exciting customer-driven<br />
concepts we feel equipped and ready to<br />
provide a great visitor experience at the<br />
NEC. We’re continually looking at ways to<br />
improve and hope the investment and the<br />
food and beverage offerings reflect the customer<br />
needs. We’ve really enjoyed trying something<br />
totally different, the excitement, and the fear of<br />
something new. It’s been around eight<br />
months in the making. It’s been a<br />
challenge for me and the Chefs<br />
but one we have embraced<br />
with open arms. We now have<br />
four key concepts – meat/<br />
grill, a grab and go deli cafe,<br />
an English concept and an<br />
Italian concept. Every<br />
factor has been considered<br />
from speed of service,<br />
freshness and<br />
preparation, to<br />
equipment and<br />
service style.”<br />
With our exciting<br />
customer-driven<br />
concepts we feel<br />
equipped and ready<br />
to provide a great<br />
visitor experience<br />
BARS<br />
THE<br />
BARS<br />
BARS<br />
B<br />
19 &20 OCTOBER<br />
The UK’s original and most<br />
comprehensive exhibition of . . .<br />
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for the outdoor event industry . . .<br />
The Outdoor Event Services Exhibition<br />
Newbury Showground<br />
Berkshire RG18 9QZ<br />
BARS<br />
SHOWMAN’S SHOW 2016<br />
For exhibitor & visitor information contact:<br />
Lance Show & Publications Limited, Courtyard Office,<br />
The Courtyard, Parsons Pool, Shaftesbury, Dorset SP7 8AP<br />
Tel: 01747 854099 Fax: 01747 854634<br />
Email: info@showmans-directory.co.uk<br />
www.showmans-directory.co.uk
OUT AND ABOUT DUDLEY ZOO<br />
DUDLEY ZOO OUT AND ABOUT<br />
Feeding time<br />
AT THE ZOO<br />
Amadeus began working with Dudley Zoological<br />
Gardens in 2014 and since then the relationship<br />
has flourished. The zoo is full of exciting sights and<br />
sounds and Amadeus match the fun activities with a<br />
quality food offering that adds to the overall experience<br />
“We believe<br />
visitors want<br />
to understand<br />
the provenance<br />
and animal<br />
welfare of the<br />
food offering<br />
Dudley Zoo is set around an 11th century<br />
castle on 40 acres of land. Thousands of<br />
visitors travel each year to the unusual<br />
surroundings of the castle in a zoo. The<br />
wooden fortification on the site was built<br />
not long after the Norman Conquest of<br />
1066 and was recorded in the Domesday<br />
Book of 1086. The first stone castle was<br />
built on the site a while after this – this<br />
was destroyed by order of King Henry VII<br />
and another castle was erected. Over<br />
the years the castle was beseiged and<br />
survived several attacks but eventually<br />
became uninhabitable after a fire in the<br />
late 18th century.<br />
The zoo opened in 1937 and is now home to<br />
hundreds of animals. Much of the collection<br />
is linked to international conservation and<br />
breeding programmes. Endangered species<br />
include Asiatic lions, Sumatran tigers, Tibetan<br />
red pandas and Madagascan lemurs.<br />
The food offering available is very much<br />
an extension of Dudley Zoological Gardens<br />
rather than a separate entity and is now<br />
an important element of the overall zoo<br />
experience. Many visitors take a ride on the<br />
chairlift connecting the zoo’s upper (where<br />
the castle stands) and lower<br />
levels – they mostly take it up<br />
rather than down and this could be<br />
to avoid the steep walk up Castle<br />
Hill! The chairlift was the first<br />
passenger-carrying aerial ropeway to be<br />
installed in England when it opened in 1958.<br />
Back then passengers paid sixpence for their<br />
journey, but today it’s free and offers panoramic<br />
views across Sandwell to Birmingham. While<br />
travelling on the quirky ride, visitors can look<br />
over the flamingos and Gelada<br />
baboons. Amadeus has food<br />
options dotted nearby the lift so<br />
after the two-minute ride visitors<br />
can grab a bite. If you’re visiting the<br />
zoo you can relax knowing the food<br />
offering provides a great selection and includes<br />
a few classic favourites. A wide range of British<br />
dishes should tempt most visitors, especially<br />
the sustainable fish and chips, the famous<br />
Brummie balti and the award-winning sausage<br />
DUDLEY ZOO 01384 215313<br />
OPEN FROM 10AM EVERY DAY<br />
DUDLEYZOO.ORG.UK<br />
CLOSE ENCOUNTERS<br />
Dudley Zoo offers a Close Encounter experience,<br />
which makes a vital contribution to their<br />
conservation work. Popular as birthday and<br />
anniversary gifts, the 30-minute experience goes<br />
towards special animal treats, toys, bedding, health<br />
checks, food bills, heating and more. Visitors can<br />
enjoy a unique experience with packages including<br />
the choice of feeding the lemurs, spider monkeys,<br />
giraffes, a big cat, the bats and the sea lions.<br />
Visitors can also choose to meet the orangutans,<br />
the chimps or even opt to explore for a reptile<br />
encounter. Other activities include grooming and<br />
behind the scenes access and each participant<br />
receives a Close Encounter certificate, detailed<br />
animal fact sheet, gift card and zoo entry ticket.<br />
GHOST HUNTING<br />
Looking for something different to do for<br />
Halloween this year? Look no further than<br />
Haunted Happenings at Dudley Zoo with Ghost<br />
Hunt and Suppers. An experienced team of<br />
investigators guide visitors safely through the<br />
ghost hunt in what is thought to be one of<br />
the most haunted locations in the<br />
Midlands. Working in small teams<br />
throughout the night, guests are<br />
able to carry out séances and<br />
vigils in the castle and use<br />
forms of communication<br />
including ouija boards<br />
and table tipping!<br />
LORIKEETS LAND!<br />
The first Australian rainbow lorikeets<br />
arrived at Dudley Zoo in the<br />
summer to take up a residence<br />
in the new Lorikeet Lookout.<br />
The £40,000 new home is one<br />
of many new enclosures to be<br />
developed and open at the<br />
zoo this year. Flamingo Falls<br />
has already been a popular<br />
hit having opened in March<br />
to excellent feedback<br />
from visitors. With its<br />
running waterfall<br />
and a bigger<br />
den for the birds<br />
as well as a new internal pool,<br />
visitors can see the birds even when they’re inside.<br />
MATCHES MADE IN HEAVEN<br />
You can make a trip to Dudley Zoo even more<br />
memorable by popping the question to your<br />
loved one. The Zoo proudly supports those who<br />
choose to propose there and can enable you to do<br />
so surrounded by some of the rarest animals in<br />
the world before celebrating with<br />
a glass of fizz. From Humboldt<br />
penguins to Rothschild’s<br />
giraffes, the zoo then puts<br />
together a meet and<br />
greet with some<br />
animal magic.<br />
and mash. Overall visitors to the<br />
zoo have increased since Amadeus<br />
started providing the food offering<br />
and their hearty, simple food made<br />
from the best quality ingredients<br />
is a hit with the outlets<br />
consistently beating revenue budgets.<br />
There are many choices for dining,<br />
including The Queen Mary restaurant,<br />
which can hold 200 people, The Grey Lady<br />
Tavern, which can fit 20 and there is also<br />
a marquee for events. The food has a clear<br />
identity but is also sympathetic to the zoo.<br />
A good example is The Oak Kitchen in The<br />
Queen Mary Restaurant on the zoo’s upper<br />
level opposite the sea lion moat pools.<br />
This area was the base for creating a new<br />
and exciting dining experience on shared<br />
22 GLORIOUS<br />
AMADEUSFOOD.CO.UK 23
OUT AND ABOUT DUDLEY ZOO<br />
ZOO KEEPER FOR A DAY<br />
Amadeus has added<br />
a mobile food kiosk<br />
and ice cream unit for<br />
those warm summer<br />
days, and for those<br />
feeling adventurous<br />
on a colder day<br />
tables, which – as the name suggests – serves<br />
a wide range of traditional and iconic British<br />
dishes prepared by hand.<br />
Marc Frankl, Food and Beverage Director at<br />
Amadeus, is proud of the menus the restaurant<br />
serves and has ensured that the right suppliers<br />
have been sourced, “We believe visitors want to<br />
understand the provenance and animal welfare<br />
of the food offering, so we are committed to<br />
various sustainability initiatives.”<br />
Following the success of the zoo’s main<br />
eaterie, the Oak Kitchen housed in the Queen<br />
Mary Restaurant, a new and unique mobile food<br />
kiosk with the Amadeus MADE coffee brand<br />
was also installed. Amadeus has also added a<br />
mobile food kiosk and an ice cream mobile unit<br />
for those warm summer days, and for those<br />
Above The medieval castle really sets the scene<br />
Below Dudley Zoo’s newly created Oak Kitchen<br />
feeling adventurous on a colder day. Running<br />
the zoo’s catering has not been without its<br />
challenges, however. The Queen Mary<br />
restaurant is located in a Grade II-listed<br />
building so there was always going to be a<br />
limit on what changes could be made in the<br />
main building. Amadeus is proven at<br />
not only improving the ambiance and<br />
environment for the customers, but also<br />
the back of house facilities, which needed<br />
extensive work including new extraction,<br />
flooring and equipment. It’s always good<br />
to make sure the Chefs have the right<br />
environment to create their delicious dishes!<br />
In the restaurant some internal walls were<br />
removed to allow visitors better views of<br />
the tree canopy outside.<br />
Working alongside one of the expert zoo<br />
keepers and across all animal sections at Dudley<br />
Zoo, you can get up close and personal with some<br />
of the rarest animals in the world. With purchases<br />
supporting conservation programmes and animal<br />
care at the zoo, you will enjoy a hands-on<br />
experience feeding and having educational play<br />
with the animals. Priced from £195 for the Adult<br />
Zoo Keeper experience (aged 14-plus) and from<br />
£80 for the Little Zoo Keeper experience (aged<br />
8-13), entry for one guest, lunch vouchers and<br />
a special souvenir gift are also included in<br />
the package.<br />
TWILIGHT TRAIL<br />
Dudley Zoo is one of the country’s busiest<br />
attractions during the day. Guests can enjoy<br />
a very different zoo experience by taking part in<br />
one of the Twilight Trails, following the keepers<br />
going about their evening duties after the zoo<br />
closes to look behind the scenes and get up close<br />
to some very exotic species. Learning about the<br />
vital conservation work carried out and seeing<br />
the animals settle for the night, after the tour<br />
guests enjoy a BBQ Supper in the Castle<br />
Courtyard. Priced at £45 per adult and £35<br />
per child (aged 8-15).<br />
ARACHNOPHOBIA WORKSHOP<br />
Dudley Zoo offers a hands-on approach to facing<br />
your fear of spiders. The Arachno<br />
Workshops are run by spider experts<br />
who take groups through relaxed<br />
discussions and education<br />
sessions and have been a<br />
huge success over the last<br />
five years. Through<br />
encouraging a better<br />
understanding of<br />
spiders, those with a<br />
phobia will even gain the<br />
confidence to touch<br />
the arachnids by the<br />
end of the session.<br />
Photo Experiences and Creative Events<br />
Photo booth / Selfiebox / Polabox / Photography / Live Events<br />
www.flashmat.co.uk | contact@flashmat.co.uk<br />
24 GLORIOUS
Supporting<br />
Great Festivals<br />
Temporary Structures, Tiered Seating, Total Overlay<br />
and the Freedom to be Truly Creative.<br />
Bringing People Together for over 150 years.<br />
GL events UK | Station Road | Castle Donington | DE74 2NL<br />
01332 850 000 | info@glevents.co.uk<br />
www.glevents.co.uk
SERVICE THAT SELLS CUSTOMER FOCUS<br />
CUSTOMER FOCUS SERVICE THAT SELLS<br />
Satisfaction<br />
GUARANTEED<br />
Last year Amadeus introduced a customer service programme<br />
that created a positive impact on both employees and customers.<br />
‘Service that Sells’ has led to team champions, healthy competition<br />
for prizes and overall greater customer experiences<br />
Service that Sells encourages employees<br />
to find out what a customer wants and<br />
make appropriate recommendations.<br />
Introduced by Operations Director Tony<br />
Baldock, it has already proved to be<br />
effective for customers as it reduces<br />
the effort and time of decision making<br />
needed, so customers get exactly what<br />
they want and in less time so have<br />
an enhanced and positive customer<br />
experience. The programme has been<br />
running successfully in many venues<br />
including the NEC, the ICC, the VOX,<br />
Barclayard Arena, Genting Arena, the<br />
Library of Birmingham, Cadbury World<br />
and Dudley Zoological Gardens.<br />
When customers visit these venues they<br />
engage with teams who are full of energy and this<br />
is due to the training programme. Behind the<br />
scenes the teams have been working hard to set<br />
up the programme in a fun and successful way.<br />
This has included one team turning themselves<br />
into themed hero squads to ensure everyone<br />
gets involved. The programme primarily has<br />
commercial aims – which is to be expected in as<br />
part of a business – but the employees have also<br />
been having fun and enjoying the experience.<br />
Employees are trained in the programme in<br />
various ways, all of which are made as interactive<br />
as possible with an element of fun included.<br />
From flipcharts to game cards and ten-minute<br />
focus sessions to button badges. Tony explains<br />
how this has boosted team morale and staff<br />
motivation, “The training pack really is a super<br />
tool. Alongside the flipchart the team leaders<br />
can use regularly, we have games that help<br />
explain to staff how their sales generate profit<br />
and the impact they can have on business.”<br />
Tony is immensely passionate about the<br />
initiative and believes it has been effective<br />
for both employees and customers. “We really<br />
are living and breathing a retail and sales culture<br />
for the future and it has been an exciting journey<br />
that will long continue.” The programme also<br />
includes mystery shoppers who keep an eye<br />
out for staff members who have the right<br />
attitude and always give the customer a great<br />
customer experience.<br />
Amadeus presents many of the team with<br />
Love2shop vouchers. The rewards are given<br />
as incentives where a number of business areas<br />
reach or exceed their targets. “It’s wonderful to<br />
see the staff getting excited,” Tony says, “It’s<br />
a great motivation for them to get instant<br />
recognition. It shows others that you are<br />
rewarded for doing a good job and encourages<br />
them to immerse themselves into the culture,<br />
which can only be good for our customers.”<br />
As well as the vouchers, employees receive<br />
other forms of instant recognition, such as a<br />
28 GLORIOUS<br />
AMADEUSFOOD.CO.UK 29
SERVICE THAT SELLS CUSTOMER FOCUS<br />
THE DRIVING FORCE<br />
HIRE<br />
THE<br />
BEST<br />
‘pot of money’ for teams who achieve a certain<br />
growth target. All of the winners of the instant<br />
vouchers are also added to a prize draw each<br />
quarter to win a big prize. Trophies are also<br />
awarded to teams who have achieved the biggest<br />
percentages of growth per quarter. This healthy<br />
competition really does push the team and<br />
is a great incentive. “Moving forward the<br />
programme is also going to include training in a<br />
realistic environment. It’s important to ensure<br />
employees understand and feel part of the<br />
bigger vision of the caterer and so loyalty cards<br />
are being introduced to help them understand<br />
the impact. This will be visible to the customers<br />
who feel they are dealing with someone who<br />
cares about their role within the company.”<br />
Visitors to the various venues may also spot<br />
a number of the team wearing badges. Support<br />
pin badges are worn to remind all of the vision<br />
and values of the company. With an overall<br />
focus enabling the teams to implement the<br />
programme in a fun and engaging way,<br />
Amadeus has achieved great success. Customers<br />
can see and appreciate the employees going the<br />
extra mile, and for the teams they are rewarded<br />
for their hard work and made to feel part<br />
of the wider organisation. Correct resources,<br />
can-do-attitude, clear training and team<br />
momentum have led to this programme making<br />
a positive impact, especially for those<br />
receiving a satisfying customer experience.<br />
Some of the well-deserving team<br />
members since the programme started:<br />
Ian Hunt at Dudley Zoological Gardens<br />
Ian has achieved mystery shopper scores above<br />
90% . He has also supported the training and<br />
set up of Herbert Art Gallery and Museum<br />
(HAGM) during mobilisation, the customers<br />
loved him there as well as the team!<br />
Matthew Harborne, Cadbury World<br />
Matthew received several Love2shop vouchers<br />
as he showed consistent high performance. He<br />
has had written compliments regarding the<br />
service he has given during peak times.<br />
Romana Higgins, NEC<br />
Romana was nominated for her tireless work in<br />
training, developing and leading the team as<br />
illustrated by the great customer service and<br />
upselling on display for a recent show. Romana<br />
has recently joined the team as a Deputy<br />
Catering Manager and her positivity in<br />
embracing the programme has cascaded<br />
throughout the teams that she manages.<br />
Davina Allington, Barclaycard Arena<br />
Davina was nominated by a customer during<br />
an event over the summer months. The<br />
customer feedback on the night to her manager<br />
read… “Her customer service and attention<br />
to detail was exceptional – nothing was too<br />
much trouble.”<br />
Operations Director Tony Baldock joined<br />
Amadeus in 2014 and brought with<br />
him a wealth of experience from over<br />
35 years in the foodservice industry.<br />
Tony has made a huge impact on the<br />
business, both commercially and<br />
culturally, through his passion for<br />
delivering exceptional customer service<br />
and implementing a selling, not serving<br />
retail culture that has driven top-line<br />
sales. His campaign started in Canada<br />
where he developed a Service that Sells<br />
training programme that added 10%<br />
growth to a business with a billion-pound<br />
turnover. From this, Tony’s new training<br />
method was rolled out globally. He has<br />
now brought his passion and experience<br />
to Amadeus in the UK.<br />
Tony explains, “Service that Sells is<br />
about moving from a service culture to a<br />
sales culture to help drive the business to<br />
where it should be. In the UK selling has<br />
a bad reputation, Service that Sells shows<br />
it’s giving the customer what they want.<br />
We encourage our teams to find out<br />
what the customer wants and to make<br />
appropriate recommendations to reduce<br />
the effort and time of decision making<br />
for the customer and it teaches staff not<br />
be afraid to offer a sales-led service.<br />
This results in customers receiving faster<br />
service and ensures they get exactly<br />
what they want.”<br />
Service that Sells<br />
is about moving to a<br />
sales culture to help<br />
drive the business to<br />
where it should be<br />
Our portfolio of clients<br />
includes 5* hotels,<br />
catering companies, global<br />
brands, PR agencies,<br />
event production companies,<br />
sports stadiums and<br />
corporations. Every day we<br />
give our staff hundreds of<br />
opportunities to work for<br />
amazing companies.<br />
Like yours. This is why the best<br />
staff come to work for LOLA.<br />
FIND OUT HOW WE CAN HELP<br />
YOU PROVIDE FIVE STAR<br />
SERVICE TO YOUR GUESTS.<br />
VISIT WWW.LOLASTAFFING.CO.UK<br />
OR CALL US ON 0207 0430 652<br />
30 GLORIOUS
RICOH BRITISH WOMEN’S OPEN HOW WAS IT FOR YOU?<br />
Airstream Facilities<br />
www.airstreamfacilities.com<br />
The event from<br />
every angle<br />
An insight into the team behind the Ricoh Women’s British Open<br />
We are Europe’s leading Airstream hire company, our ever increasing<br />
fleet ranges from the 16 foot ‘Bambi’, up to the 34 foot ‘Slide’ in all<br />
styles from the 1950s to the present day.<br />
With years of experience, we supply a wide range of industries,<br />
including corporate events, TV and film, weddings and private hire.<br />
Get your brand on our<br />
Airstreams, the smooth<br />
curves and sleek lines of<br />
our trailers provide the<br />
perfect canvas for your<br />
brand and campaigns.<br />
All our Airstreams are fully<br />
equipped for a luxurious stay,<br />
from central heating and<br />
air-con to fluffy towels and<br />
a cold fridge.<br />
We also supply state of<br />
the art Poleadion marquee<br />
structures, perfect for any<br />
event or production.<br />
The Ricoh Women’s British Open<br />
celebrated its 40th anniversary this year<br />
at Woburn Golf Club in Buckinghamshire.<br />
It’s the tenth time the championship has<br />
been held at the course, with the last one<br />
played here in 1999. This is just one of<br />
the exceptional summer outdoor events<br />
Amadeus caters for, and Woburn is<br />
always a special location, especially with<br />
the golf being played on the Marquess<br />
course, the club’s ‘jewel in the crown’.<br />
The championship was established in 1976 by<br />
the Ladies’ Golf Union (LGU) and has become<br />
one of golf ’s truly iconic events. The quality<br />
field of top players are from the Rolex<br />
Women’s World Golf Rankings plus<br />
other players who have qualified<br />
through competition. The<br />
exciting championship is full<br />
of thrilling action from<br />
the hugely talented<br />
sportswomen, and<br />
the hospitality provided has to match these<br />
great heights. The Amadeus team behind the<br />
event are known for their dedication, hard<br />
work and ability to set up shop in a greenfield<br />
at numerous locations throughout the year.<br />
Carrying the baton are Samantha Bates,<br />
General Manager of external events, and Darren<br />
Proud, Executive Chef, who together make sure<br />
everything runs smoothly and that visitors are<br />
provided with the very best hospitality and food<br />
during the four-day event. From the top players<br />
all the way through to the marshals, Amadeus<br />
makes sure everyone is catered for, going the<br />
extra mile to ensure<br />
the event is a success<br />
on all fronts. It’s no<br />
easy feat, but it’s<br />
essential for<br />
the historic<br />
and passionate<br />
Ricoh Women’s<br />
British Open.<br />
A BRIEF HISTORY<br />
In the first three years of the event, from its<br />
inception in 1976 to 1978, English players<br />
prevailed with Jenny Lee Smith, Vivien<br />
Saunders and Janet Melville taking the trophy.<br />
Then the international players began to take<br />
part, tempted by the chance of a British Open<br />
title. Although Laura Davies (1986), Alison<br />
Nicholas (1987) and Penny Grice-Whittaker<br />
(1991) would furnish three more home triumphs,<br />
there would be a 13-year gap before Karen<br />
Stupples won at Sunningdale, Berkshire, in<br />
2004. It was then a further five years before<br />
Catriona Matthew became the first Scottish<br />
woman to win the title, and did it just 11 weeks<br />
after giving birth to her second child.<br />
The event was afforded ‘major’ status in 2001,<br />
and to date players from nine different countries<br />
have won the trophy – South Korea lead the way<br />
with five wins, followed by America with three<br />
and Taiwan with two. The championship has<br />
grown in popularity and now 50,000-60,000<br />
spectators attend each year at some of the<br />
greatest golfing venues across the UK – and<br />
Amadeus is part of that growth, ensuring the<br />
event catering matches the thrilling action.<br />
info@airstreamfacilities.com<br />
www.airstreamfacilities.com<br />
or call us on 01885 400223<br />
Airstream Facilities<br />
@AirstreamUK<br />
@AirstreamFacilities<br />
AMADEUSFOOD.CO.UK 33
Tel: 0845 222 0069<br />
Email: info@crewtec.co.uk<br />
RICOH WOMEN’S BRITISH OPEN HOW WAS IT FOR YOU?<br />
Event Support Services<br />
Delivering the highest standard of event support available in the uk<br />
How was it for you<br />
Samantha Bates?<br />
Samantha Bates is the General Manager of External Events and plays<br />
a pivotal role at Amadeus. Celebrating 22 years at Amadeus the<br />
knowledgeable and hugely experienced events expert is praised by<br />
clients and colleagues but puts her success down to those around<br />
her and says you’re only as strong as the team you work with<br />
Since it’s formation 3 years ago, Crewtec has<br />
evolved to alleviate the increasing pressures put<br />
upon the Events Industry. In 2013, the majority of<br />
Crewtec’s workload was supplying professional<br />
support crew to push flight cases and load vans,<br />
but today our clients need much more from us. The<br />
skill set within our crew is diverse, from certified<br />
plant operators to technicans and multi - skilled<br />
event crew.<br />
Crewtec operate throughout the UK and have been<br />
sending strong crew oversees to work on global<br />
events for our clients. Crewtec are able to identify<br />
common challenges from a global perspective.<br />
Supporting our clients anyway possible and at any<br />
time of the day or night is the mantra at Crewtec<br />
and we uphold this by investing in our services.<br />
CORPORATE CREW SITE CREW PLANT OPERATORS TECHNICIANS<br />
/Crewtec /Crewteccrew crewtec.co.uk<br />
CREWTEC EVENT SERVICES LIMITED<br />
UNIT 6, 38 HEPBURN ROAD<br />
HILLINGTON PARK, GLASGOW<br />
2016 CREWTEC EVENT SERVICES LTD<br />
G52 4RT<br />
ALL RIGHTS RESERVED.<br />
Samantha and Amadeus recently received<br />
a top award at the annual FSM Awards.<br />
They won the prestigious ‘Event Caterer’<br />
accolade, which recognises those who<br />
excel within the events sector of the<br />
contract catering industry.<br />
Samantha oversees events run by<br />
Amadeus from inception to delivery and<br />
breakdown. These range from greenfield<br />
events where everything has to be set<br />
up from scratch – all delivered by the<br />
Amadeus team – or at external venues.<br />
Running Amadeus’s external events is<br />
no easy feat and recently Samantha<br />
played an essential role for the<br />
Ricoh Women’s British Open<br />
2016. Each event must<br />
match the client’s brief<br />
and she ensures the<br />
guests leave with a<br />
smile on their faces.<br />
How did you get into<br />
event catering?<br />
I grew up on the Isles of Scilly,<br />
which really is a tourism-based environment.<br />
It followed from working summer jobs in hotels<br />
and restaurants – you could say I fell into it!<br />
How much has the industry changed?<br />
I’ve been working for Amadeus for just over 22<br />
years now, having started after leaving college<br />
in Cardiff. I studied a Hotel and Catering<br />
Management course and my first role was<br />
a Banqueting Coordinator. I’ve held a few<br />
different positions within the company which<br />
Sam receiving<br />
the FSM award<br />
for Caterer of<br />
the Year 2015<br />
“I’m lucky to be able to take a step back<br />
and look over my experienced team”<br />
a “I’m step lucky back and to be look able over<br />
to tak<br />
experienced team and ma<br />
sure they are happy and<br />
has over<br />
time turned<br />
into a very<br />
client-facing job. One thing I have noticed<br />
that has changed greatly over the years is the<br />
knowledge everyone has now on food. This is<br />
both a positive and a negative because most<br />
people now have an opinion. Food and drink is<br />
hugely popular, and many now cook as a hobby.<br />
However, because of this they begin to think of<br />
themselves as an expert, which is lovely to see,<br />
but sometimes you are given some very difficult<br />
challenges that simply aren’t possible for<br />
a caterer to achieve! Our role is to make sure we<br />
explore every option for better ways of doing<br />
things, and we strive to ensure all our clients and<br />
customers receive the very best of our abilities.<br />
What is your favourite part of your role?<br />
It’s hard to say because the job itself is so varied!<br />
No day is ever the same. We could be looking at<br />
different quotes in Scotland, Germany or just<br />
down the road from the office. It’s certainly not<br />
the easiest job – you have to love it to stay in it<br />
– and I have a great team around me.<br />
As a GM I’m lucky to be able to take a step back<br />
and look over my experienced team and make<br />
sure they are happy and on the right path, plus<br />
push them to do better year on year. We are<br />
always looking to find better and more efficient<br />
AMADEUSFOOD.CO.UK 35
when start o<br />
t! We we’re work at<br />
on what<br />
uld do differently the next<br />
HOW WAS IT FOR YOU? RICOH WOMEN’S BRITISH OPEN<br />
and know our planning team have everything in<br />
place. I make sure the client is happy and that<br />
everything is delivered to the best of our ability.<br />
Liz Mallinson plays a vital role as Logistics and<br />
Planning Manager and has 15 years working with<br />
us – her huge amount of experience helps me<br />
and makes my life much easier. It’s great to have<br />
others around who we have grown up with,<br />
including some clients. At this event all the<br />
catering is our responsibility – we feed the<br />
public, we manage the hospitality suites, we<br />
feed the players, the media and also look after<br />
the marshals. So in other words, nearly everyone!<br />
“Watching the team come together<br />
to pull that off and deliver the very<br />
best event was extraordinary and<br />
has given me some great memories”<br />
ways to support the client. Sometimes I do get<br />
involved in the thick of it, which is good now and<br />
then and is what I used to do. A fresh pair of eyes<br />
and lots of questions can really help sometimes.<br />
Which events from the past stand out<br />
the most and why?<br />
So many! We have major events such as the golf,<br />
tennis and other greenfield sporting events, as<br />
well as weddings at Stoneleigh Abbey stately<br />
home and corporate and business events for<br />
clients such as JCB, John Lewis, Selfridges and<br />
Bentley Lamborghini. I remember a few years<br />
ago I came into an event just two weeks before.<br />
That was challenging! It was for a flower show<br />
and I came on board due to an unfortunate<br />
colleague illness. I went in fairly blind as it<br />
was about to be built and it needed to be<br />
ready for 8,000 guests in six days.<br />
Watching the team come together to<br />
pull that off and deliver the very<br />
best event was extraordinary<br />
and has given me some<br />
great memories.<br />
Another<br />
that stands<br />
out was the<br />
Anniversary<br />
Games, which was<br />
under very different<br />
circumstances from the games the year<br />
before. It was a great experience and is a lasting<br />
memory. We even got to watch Usain Bolt do his<br />
100m. We are lucky to work on international<br />
events and a recent one was in Munich. This job<br />
does offer opportunities to travel and while in<br />
Munich we were able to see the city – it’s little<br />
perks like that which can make the difference.<br />
What do you personally most look<br />
forward to during external events?<br />
Seeing what we do as a team being delivered,<br />
and feeling proud in the circumstances. It’s<br />
important to remember that everything we do is<br />
temporary and nothing is fixed down.<br />
Whether this is the kitchen, structure<br />
or space – it’s always new to everyone<br />
and we must always<br />
maintain our<br />
high standards.<br />
What do<br />
Amadeus do at the<br />
Ricoh Women’s<br />
British Open?<br />
I always feel so<br />
lucky to be able to<br />
turn up at this event<br />
How far in advance do<br />
you start preparing for<br />
an event like this?<br />
We start organising the next<br />
year at the current event! We<br />
work on what we could do<br />
differently. The course<br />
changes each year and this time it<br />
was over two sites. It is demanding<br />
for the team as it takes longer to get<br />
around but we are experienced and<br />
can work in one area or two if needed.<br />
We can work on events all year round,<br />
even when they are held annually. With this<br />
ongoing cycle we tend to start the confirmation<br />
stage and site visits in February and March. This<br />
gives us plenty of time to make sure everything is<br />
set-up and ready for a successful event.<br />
What is the ‘takeaway’ you want guests<br />
to have after receiving hospitality?<br />
A great day out! Sometimes the events we cater<br />
for are almost white-label under our clients,<br />
but we always make sure the catering is a great<br />
standard. We are part of a package – we bring<br />
the food and service and the client brings the<br />
ambiance and look. A perfect partnership for a<br />
brilliant event. So for an event like this we know<br />
PGA always provide beautiful events and<br />
ultimately we both want to make sure everyone<br />
leaves happy with great vibes. We have received<br />
great feedback from the client and the visitors<br />
so this is always great to have.<br />
With our experience we do truly know how<br />
to provide a great event. We are a small team<br />
but our commitment is clear whether it’s for<br />
a wedding or a golf tournament. It’s important<br />
to make sure we look after everyone from the<br />
hospitality suites to the marshal rest areas.<br />
Everyone’s there for a reason and we always have<br />
to make sure we provide the best experience.<br />
36 GLORIOUS
HOW WAS IT FOR YOU? RICOH WOMEN’S BRITISH OPEN<br />
RICOH WOMEN’S BRITISH OPEN HOW WAS IT FOR YOU?<br />
How was it for you<br />
Darren Proud?<br />
Executive Chef Darren Proud is in charge of making sure all external<br />
Amadeus events have the very best catering in any location. From<br />
a historic abbey to fields in the middle of Scotland, Darren is leading<br />
the brigades to ensure a successful event. However, his job doesn’t<br />
start in the kitchen – it can start months, even a year, before the<br />
event takes place and is at the concept stage<br />
“As a chef, the limits are<br />
job only and what whatever you put you into put the<br />
in,<br />
OVER THE FOUR-DAY EVENT…<br />
Amadeus fed over 170 managers and staff<br />
Provided 1,000 media lunches<br />
1,200 hospitality packages<br />
(breakfast, lunch and afternoon tea)<br />
1,750 players’ meals<br />
15,000-plus beverages<br />
and 4,500 public hot meals<br />
“As a Chef, the limits are only what you put into the<br />
job and whatever you put in, you will get back”<br />
Having worked at Amadeus for more than<br />
10 years, he is one of many long-serving<br />
team members who constantly pushes<br />
boundaries and thrives under pressure.<br />
How did joining Amadeus come about?<br />
I celebrated 11 years working here on 1 August<br />
this year. Before that I worked four or five-star<br />
hotels and two-rosette-awarded restaurants.<br />
I was working as Head Chef at a golf club hotel<br />
and had been awarded a rosette in the first year,<br />
but I decided I needed something new. Hotels<br />
and foodservice are like chalk and cheese.<br />
I applied to work for Amadeus at the NEC,<br />
which I only knew as the venue for the<br />
Motorcycle Live show – I didn’t realise it hosted<br />
more than 700 events each year! I took part in<br />
a ‘cook off ’ and, to be honest, I thought I hadn’t<br />
done very well, but I was called back for a third<br />
interview and was given the job.<br />
The way of working here was completely<br />
different – I mean every aspect was different.<br />
In a hotel, as a Head Chef you have to do<br />
everything yourself, but in foodservice you have<br />
great teams around you. There are hygiene<br />
experts taking that workload from you, you have<br />
purchasing people who help with suppliers.<br />
I felt Amadeus was very posh when I was first<br />
shown around. I’ve enjoyed every second since<br />
that first day – no day is the same. I can be<br />
working on a wedding, organising the food for<br />
a golf event, arranging menus for a 300-person<br />
function in a field – it’s so diverse and you really<br />
do have to think outside the box. I’ve worked in<br />
old kitchens the size of a broom cupboard, set<br />
up in fields with no electricity and had to get<br />
ovens into spaces that weren’t designed for<br />
them! I love that every day here is different.<br />
Coming from the hotel sector, Amadeus was<br />
a world away. I was working 15-hour days and<br />
didn’t feel rewarded. Here, I work hard and<br />
feel appreciated. In hotels you can hide<br />
and work can become pedestrian, but<br />
here you have structure and support,<br />
and it’s so diverse.<br />
What’s the most memorable<br />
Amadeus event?<br />
That has to be working at the<br />
Scottish Open for the first<br />
time. I had worked with<br />
you will get back”<br />
Amadeus for a year and the catering for<br />
this event was now mine to run. There<br />
were about eight kitchens with 40-plus<br />
Chefs and it was manic from the day it<br />
started till the day it ended. I loved every<br />
minute of it – seeing the teams working<br />
for you in the middle of field with heaps<br />
of happy visitors. Every year gets better<br />
and better for me. I’m trying new<br />
things, bouncing ideas off my Chefs.<br />
I stand back and look at some of this year’s<br />
events and feel so proud, and we received<br />
great comments, so we know we’re<br />
doing something right.<br />
Hitting the client’s brief and going<br />
beyond it is always the aim. It can be<br />
different to showcase what we do sometimes<br />
without seeing it first-hand. Hearing comments<br />
such as ‘it’s the best food they’ve ever had at an<br />
event’ is special to me, and to the team. Honest<br />
feedback from both the team and visitors helps<br />
us grow. Recently, Marc Frankl, our Food and<br />
Beverage Director, said he just couldn’t believe<br />
what we do and wished he saw it more often.<br />
I took this as a great compliment, because it can<br />
be difficult for all of the team to come and visit<br />
our sites when we’re hundreds of miles away.<br />
What’s your favourite dish?<br />
For me it has to be pork belly. I just love cooking<br />
it – it’s not praised enough and there’s so much<br />
flavour in it. That’s what I enjoy the most about<br />
38 GLORIOUS<br />
AMADEUSFOOD.CO.UK 39
HOW WAS IT FOR YOU? RICOH WOMEN’S BRITISH OPEN<br />
“No<br />
cooking – getting as much flavour out of<br />
something as possible. I would always go for the<br />
chicken leg rather than the breast for this every<br />
reason. It may not look as nice, but the taste is<br />
superior, in my view. Sometimes the cheaper<br />
cuts of meat may not look as good but<br />
they can taste amazing.<br />
What’s been the most popular dish at<br />
the Ricoh Women’s British Open?<br />
Poussin with baby vegetables and potatoes has<br />
been a huge hit. We really enjoyed creating this<br />
dish and it’s great to see the guests enjoying it.<br />
We relish pushing ourselves to try something<br />
different. This can be as simple as fish and chips<br />
– we will serve 1,000 portions in four days, so<br />
how can we make it better? So we make our own<br />
batter, individually put this on the best fish and<br />
make the finest chips. Receiving<br />
good feedback tells us we’re<br />
creating delicious dishes.<br />
What do you find the<br />
most enjoyable and most<br />
difficult during events?<br />
I really enjoy pressure and<br />
work better with it. I thrive<br />
“We relish pushing ourselves to try something<br />
different. This can be as simple as fish and<br />
chips – we will serve 1,000 portions in four<br />
days, so how can we make it better”<br />
“No day is the same for me. I can<br />
be working on a wedding, organising<br />
the food for a golf event, arranging<br />
menus for a 300-person function in<br />
under the not knowing. You can plan everything<br />
but once you’re out there, you can’t just pop<br />
next door or down the road for something. If<br />
you forget a ladle, you need to find something<br />
that will do the job, so you have to make sure you<br />
have every piece of equipment. It involves a lot<br />
of thinking outside the box, and I mean properly<br />
outside the box. It will take you far beyond your<br />
comfort zone, and I love that.<br />
The most different aspect can be the<br />
suppliers – and I don’t mean the people! You<br />
have to plan so much in advance<br />
and make sure you have what<br />
you need so that you, firstly,<br />
don’t run out and, secondly,<br />
you don’t have any waste. Some<br />
sites are difficult to access and<br />
you don’t want to be waiting<br />
around for the key to arrive. Our<br />
experience plays a huge part<br />
here – we’ve been doing this for so long now we<br />
feel we can deal with most situations.<br />
Any words of wisdom for would-be<br />
chefs out there?<br />
Stick at it. When you first start it isn’t great<br />
money. I was a Commis Chef for a few years and<br />
earned very little, but if you work hard it’s worth<br />
it. I believe it’s the best job you can do. I’ve<br />
always wanted to be a chef. I see people come<br />
into the job and then leave because they can get<br />
better money doing something else, but they<br />
don’t think about the long term. If you work<br />
hard as a chef you can climb the ladder and<br />
eventually earn really good money. Go into some<br />
other jobs, yes you are on good money initially,<br />
but there is no scope for growth. As a Chef, you<br />
can go for Michelin stars, rosettes or awards.<br />
The limits are only what you put into the job<br />
and whatever you put in, you will get back.<br />
Event branding<br />
Bespoke menu design<br />
Live illustration at events and venues<br />
Wall murals for events and venues<br />
Hand painted and decal window designs<br />
Editorial illustrations<br />
www.missmagpiefashionspy.com +44 (0)7730 876017 info@missmagpiefashionspy.com<br />
@miss_magpie_spy<br />
40 GLORIOUS
AMADEUS CALENDAR OF EVENTS<br />
CALENDAR OF EVENTS • PUBLIC & TRADE<br />
The comprehensive guide to the upcoming shows and events this season<br />
05•10<br />
Horse of the<br />
Year Show<br />
22•10<br />
Bear Grylls:<br />
Endeavour<br />
19•10<br />
Grand Designs<br />
Live<br />
18•12<br />
BBC Sports<br />
Personality<br />
of the Year<br />
16•02<br />
Jack Whitehall<br />
@TentickleUK<br />
www.tentickle-stretchtents.co.uk<br />
Sutton Coldfield, West Midlands<br />
07826 843099 Tentickle UK<br />
www.thenec.co.uk<br />
www.barclaycardarena.co.uk<br />
www.gentingarena.co.uk<br />
OCT<br />
1-2<br />
Miniatura, NEC<br />
2-5<br />
W Exhibition,<br />
NEC<br />
5-9 OCTOBER<br />
Horse of the Year<br />
Show, Genting Arena<br />
4-6<br />
Clean Energy Live, NEC<br />
5-9<br />
Horse of the Year Show, Genting Arena<br />
7-9<br />
Destination Star Trek Europe, NEC<br />
Filling a 50-acre site with thrills, spills, world-class entertainment and spectacular<br />
horsemanship, the Horse of the Year Show is a veritable equestrian utopia. Whether<br />
you are a competitive rider, horse enthusiast or simply want to enjoy an exciting day out,<br />
this show has something for the whole family.<br />
CALENDAR OF<br />
EVENTS<br />
8<br />
Jean-Michel<br />
Jarre, Barclaycard<br />
Arena<br />
11-12<br />
The Care Show,<br />
2016 NEC<br />
11-13<br />
The Print Show,<br />
NEC<br />
11-16<br />
Motorhome &<br />
Caravan Show, NEC<br />
12<br />
Fifth Harmony,<br />
Barclaycard Arena<br />
14<br />
The Australian<br />
Pink Floyd Show,<br />
Barclaycard Arena<br />
14<br />
Nickelback,<br />
Genting Arena<br />
14-16<br />
The Vaper Expo,<br />
NEC<br />
15<br />
Babbu Maan,<br />
Barclaycard Arena<br />
17-18<br />
Justin Bieber,<br />
Barclaycard Arena<br />
18-20<br />
UK Construction<br />
Week, NEC<br />
19<br />
Steel Panther,<br />
Barclaycard Arena<br />
AMADEUSFOOD.CO.UK 43
CALENDAR OF EVENTS AMADEUS<br />
AMADEUS CALENDAR OF EVENTS<br />
CALENDAR OF EVENTS • PUBLIC & TRADE<br />
The comprehensive guide to the upcoming shows and events this season<br />
22 OCTOBER<br />
Bear Grylls: Endeavour presented by Land Rover,<br />
Genting Arena<br />
In his first live tour, adventurer, writer and TV host Bear Grylls hosts a ground-breaking interactive experience that transports the audience to multiple<br />
environments in an action-packed two-hour show. Celebrating some of the greatest feats of courage, endurance and endeavour through the ages, the wonder<br />
of our planet and the important value of mankind’s indomitable human spirit will be revealed.<br />
19-20<br />
Best Practice<br />
2016, NEC<br />
19-20<br />
Fleet<br />
Management, NEC<br />
19-20<br />
World of<br />
Learning, NEC<br />
19-23<br />
Grand Designs<br />
Live, NEC<br />
20<br />
Group Leisure &<br />
Travel Show, NEC<br />
21<br />
Bad Company,<br />
Genting Arena<br />
22<br />
Bear Grylls:<br />
Endeavour<br />
presented by<br />
Land Rover,<br />
Genting Arena<br />
22<br />
Supreme Cat<br />
Show, NEC<br />
22-23<br />
DIVE 2016, NEC<br />
24<br />
Justin Bieber,<br />
Genting Arena<br />
19-23 OCTOBER<br />
Grand Designs Live, NEC<br />
Now running for five days, Grand Designs Live (sponsored<br />
by Anglian Home Improvements) offers visitors a unique<br />
opportunity to see the latest trends for the home as well<br />
as many products never seen before. Based on the<br />
Channel 4 TV series, and presented by design guru Kevin<br />
McCloud, the event will be packed with over 500 exhibitors,<br />
across six different sections where you can take away<br />
ideas and inspiration for your very own grand design.<br />
25-30<br />
Disney On Ice<br />
presents Frozen,<br />
Barclaycard Arena<br />
26<br />
Birmingham Post<br />
Business Awards,<br />
The ICC<br />
26<br />
Four Tops &<br />
The Temptations,<br />
Genting Arena<br />
27-30<br />
BRICK LIVE, NEC<br />
29<br />
Maxwell & Mary<br />
J. Blige, Genting<br />
Arena<br />
26 OCTOBER<br />
Birmingham Post Business Awards, The ICC<br />
Prosecco reception from 6:30pm. Aiming to celebrate<br />
success, recognise achievement and highlight the innovative<br />
people and companies in Birmingham putting the region on<br />
the map, the awards will cover 14 categories across a range<br />
of sectors. The Birmingham Post has joined forces with the<br />
leading brand agency and event specialists Champions<br />
(UK) plc to make this the best year yet!<br />
27-30 OCTOBER<br />
BRICK LIVE – Built for LEGO fans, NEC<br />
NOV<br />
2-3<br />
Billy Connolly,<br />
Barclaycard Arena<br />
2-3<br />
Advanced<br />
Engineering UK,<br />
NEC<br />
2-3<br />
Lab Innovations,<br />
NEC<br />
2-3<br />
Saltex, NEC<br />
3-6<br />
Crafts for<br />
Christmas, NEC<br />
BRICK LIVE, the UK’s biggest celebration of LEGO, returns to the NEC just in time for the<br />
half-term. See the latest LEGO sets, vintage collectibles, meet builders from all over the world,<br />
special guests and have-a-go themed areas. New for 2016 is MindStorm showcasing fantastic<br />
robotic builds and technical challenges, with more exciting features still to be announced.<br />
4 NOVEMBER<br />
Bring Me The Horizon, Barclaycard Arena<br />
After the success of their genre-splicing album<br />
Sempiternal which reached No. 3 in the charts in 2013,<br />
Bring Me The Horizon are back touring with their fifth<br />
album, That’s the Spirit. One of the most ambitious<br />
modern metal bands, they electrify crowds wherever they<br />
go and are a must-see for any fan of metal music<br />
3-6<br />
The Stitching,<br />
Sewing &<br />
Hobbycrafts Show,<br />
NEC<br />
4<br />
Bring Me<br />
The Horizon,<br />
Barclaycard Arena<br />
4-5<br />
Graduate<br />
Recruitment, NEC<br />
4-6<br />
Mind Body Spirit<br />
Wellbeing Festival,<br />
NEC<br />
4-6<br />
Cake<br />
International, NEC<br />
5<br />
Brit Asia TV<br />
World Music<br />
Awards 2016,<br />
Barclaycard Arena<br />
6-7<br />
Trade Days, NEC<br />
8<br />
Bastille,<br />
Barclaycard Arena<br />
8<br />
Nursing in<br />
Practice, NEC<br />
44 GLORIOUS<br />
AMADEUSFOOD.CO.UK 45
CALENDAR OF EVENTS AMADEUS<br />
AMADEUS CALENDAR OF EVENTS<br />
CALENDAR OF EVENTS • PUBLIC & TRADE<br />
The comprehensive guide to the upcoming shows and events this season<br />
26-27 NOVEMBER<br />
The 2016 Birmingham International Tattoo,<br />
Barclaycard Arena<br />
Britain’s biggest indoor international tattoo will bring together marching bands, exciting<br />
displays and the spectacular Grand Finale with guest vocalists in a spectacle of pomp<br />
and pageantry. In addition to the bands, this three-hour family event will host a range of<br />
spectacular displays including Royal Air Force Cosford Queen’s Colour, the tri-services<br />
RNRMC Field Gun Competition, the Flyball Dog Racing teams, the United Kingdom<br />
Disco Display Team and the Parade of Massed Standards.<br />
9<br />
WWE Live,<br />
Genting Arena<br />
9-10<br />
Farm Business<br />
Innovation, NEC<br />
9-10<br />
Holiday Park,<br />
NEC<br />
10-13<br />
Festive Gift Fair,<br />
NEC<br />
11-13<br />
Classic Motor<br />
Show, NEC<br />
30 NOVEMBER<br />
The Catherine Tate Show,<br />
Barclaycard Arena<br />
17-19<br />
The Skills Show,<br />
NEC<br />
18<br />
Jess Glynne,<br />
Genting Arena<br />
18-20<br />
Spanish Riding<br />
School of Vienna,<br />
Barclaycard Arena<br />
19-20<br />
MCM<br />
Birmingham, NEC<br />
19-27<br />
Motorcycle Live,<br />
NEC<br />
20<br />
Simply Red,<br />
Genting Arena<br />
22<br />
Elvis Presley<br />
in concert live<br />
on screen,<br />
Genting Arena<br />
23<br />
The Academies<br />
Show, NEC<br />
23-24<br />
Occupational<br />
Therapy, NEC<br />
23-24<br />
Therapy Expo,<br />
NEC<br />
The critically acclaimed, award-winning comedian and actor performs live in new sketches uniting some of her best-known<br />
characters from the hugely successful BBC series. The cast will include ‘Nan’ Taylor, Irish nurse Bernie, Geordie Georgie,<br />
Essex girl Sam… and the return of a certain argumentative teenager. Guest starring Mathew Horne.<br />
18 DECEMBER 2016<br />
BBC Sports Personality of the Year 2016<br />
The Genting Arena will play host to the BBC Sports Personality of the Year 2016 ceremony broadcast live around the world. One<br />
of the most eagerly anticipated awards nights on the sporting calendar, once again Gary Lineker, Clare Balding and Gabby Logan<br />
play host to this star-studded event celebrating what has already been an extraordinary year for British sporting achievement.<br />
24-27<br />
BBC Good Food<br />
Show, NEC<br />
25<br />
Mika Singh,<br />
Barclaycard Arena<br />
25-26<br />
National<br />
Engineering &<br />
Construction<br />
Recruitment, NEC<br />
26<br />
Free Radio Live,<br />
Genting Arena<br />
26-27<br />
National Model<br />
Railway Exhibition,<br />
NEC<br />
26-27<br />
The 2016<br />
Birmingham<br />
International<br />
Tattoo, Barclaycard<br />
Arena<br />
27<br />
Alter Bridge,<br />
Genting Arena<br />
30<br />
The Catherine<br />
Tate Show,<br />
Barclaycard Arena<br />
30<br />
Pete Tong<br />
presents,<br />
Ibiza Classics,<br />
Genting Arena<br />
DEC<br />
2-3<br />
Rod Stewart,<br />
Barclaycard Arena<br />
2-6<br />
The Clothes<br />
Show, NEC<br />
2-23<br />
Christmas<br />
Parties, NEC<br />
3-4<br />
UK Drone Show,<br />
NEC<br />
7<br />
Biffy Clyro,<br />
Barclaycard Arena<br />
8<br />
Placebo,<br />
Barclaycard Arena<br />
9<br />
Reeves &<br />
Mortimer,<br />
Barclaycard Arena<br />
10<br />
The Human<br />
League,<br />
Barclaycard Arena<br />
10-11<br />
Red Hot Chili<br />
Peppers, Genting<br />
Arena<br />
10-11<br />
Ladies Kennel<br />
Association, NEC<br />
16<br />
Status Quo,<br />
Barclaycard Arena<br />
17<br />
Madness,<br />
Barclaycard Arena<br />
18<br />
BBC Sports<br />
Personality of the<br />
Year, Genting Arena<br />
21<br />
André Rieu,<br />
Genting Arena<br />
26-30<br />
Marvel Universe<br />
Live!, Barclaycard<br />
Arena<br />
30<br />
Best Ever<br />
Christmas Show,<br />
Genting Arena<br />
46 GLORIOUS<br />
AMADEUSFOOD.CO.UK 47
CALENDAR OF EVENTS AMADEUS<br />
JAN 17<br />
12-15<br />
Performance<br />
Car Show, NEC<br />
16 FEBRUARY 2017<br />
Jack Whitehall – At Large<br />
12-15<br />
Autosport<br />
International,<br />
NEC<br />
13<br />
Avenged<br />
Sevenfold, Genting<br />
Arena<br />
13<br />
Comedy Central<br />
Impractical Jokers,<br />
Barclaycard Arena<br />
In what the Evening Standard stated, “May well be the most spectacular arena stand-up show ever!” multi award-winning<br />
comic Jack Whitehall is back on tour with his brand new live show. Following up his fantastic debut arena show and fresh<br />
from hosting the Royal Variety Performance, Jack is back at his dynamic best in what is sure to go down as one of the<br />
comedy shows of the year.<br />
15<br />
Basketball<br />
Cup Finals 2017,<br />
Barclaycard Arena<br />
15-16<br />
Trophex 2017,<br />
NEC<br />
21<br />
The 2017 Monster<br />
Energy Arenacross<br />
Tour, Genting Arena<br />
21-22<br />
Asian Bride Live,<br />
NEC<br />
22-24<br />
Beta<br />
International, NEC<br />
22-25<br />
January Furniture<br />
Show, NEC<br />
23-25<br />
Great Hospitality<br />
Show, NEC<br />
25<br />
A Day to<br />
Remember,<br />
Barclaycard Arena<br />
FEB<br />
2 & 4<br />
Black Sabbath,<br />
Genting Arena<br />
3<br />
Donny Osmond,<br />
Genting Arena<br />
5-9<br />
Spring Fair<br />
International, NEC<br />
15-16<br />
The UK<br />
CONCRETE Show,<br />
NEC<br />
16<br />
Jack Whitehall,<br />
Genting Arena<br />
24<br />
Pet Shop Boys,<br />
Barclaycard Arena<br />
25<br />
Kaiser Chiefs,<br />
Barclaycard Arena<br />
MARCH<br />
1-5<br />
Cirque du Soleil Varekai: Tales of the<br />
Forest, Genting Arena<br />
7-12<br />
Yonex All England Open Badminton<br />
Championships 2017, Barclaycard Arena<br />
17<br />
Russell Howard, Genting Arena<br />
24<br />
Olly Murs, Genting Arena<br />
www.titaniummreworks.com<br />
020 7183 9665<br />
group@titaniummreworks.com<br />
48 GLORIOUS<br />
Private Parties National Events Corporate Weddings
TEAM WORK THE APPRENTICESHIP SCHEME<br />
BUILD IT<br />
BEAUTIFUL<br />
made my day<br />
WWW.FURNITUREONTHEMOVE.CO.UK<br />
Tyrel Richards, Solihull College Apprentice of the Year<br />
at the ICC, and Executive Head Chef Simon Hellier talk<br />
to Glorious about Amadeus’ apprenticeship scheme<br />
How did you get on to the Amadeus<br />
apprenticeship scheme?<br />
Tyrel: In 2015 I was 34 and unemployed. I’d<br />
never really thought of a career in catering<br />
before but I love learning new things in life, so<br />
I decided to take on a new challenge. It was<br />
actually Simon that interviewed me and<br />
we really got on – he said he liked the way<br />
I presented myself.<br />
Simon: That’s the great thing about the<br />
apprenticeship scheme – it is open to anyone<br />
over the age of 18. Sometimes, later on in life,<br />
people realise their passion for something and<br />
schemes like this give them the opportunity to<br />
work in an industry that’s exciting and creative.<br />
They get to work alongside professional Chefs<br />
and really learn a trade. As soon as I met Tyrel<br />
I knew he had everything you need to work well<br />
in a kitchen – he understood that he had to<br />
listen, work efficiently and always be on time.<br />
That’s key when we’ve got a long day of food<br />
preparation ahead of us! He is also patient as he<br />
knows that learning some of the processes takes<br />
time – you can’t rush in the kitchen as that’s<br />
when things can go wrong. It’s been great<br />
to watch him grow in confidence – he is not<br />
only maturing as a Chef but as a person.<br />
T: I’m so grateful to have been given this<br />
opportunity. I’m learning new things and feel<br />
such a great sense of achievement.<br />
So how does the scheme work?<br />
T: I go to college once a week. I’ve now finished<br />
the paperwork side and I’m concentrating on<br />
the practical tasks. We learn different ways of<br />
preparing food and are then assessed in a real<br />
kitchen environment to see if we are practically<br />
applying what we have learnt. I practise at home<br />
too – it doesn’t always turn out how I want it,<br />
but that’s why I practise!<br />
S: Tyrel does his theoretical work at college and<br />
his practical work here. Students study food<br />
safety, manual handling etc, and then come into<br />
the kitchen and apply it.<br />
T: I prefer when we’re hands-on in the kitchen<br />
rather than sitting in a classroom as I feel that’s<br />
how you can learn best and understand the<br />
creative part of the process. When I found out<br />
that I’d have to spend a day a week in college –<br />
and that I’d have to do my English and Maths as<br />
well – I almost changed my mind. I knew I had<br />
to get through that stage to get to this part of the<br />
scheme and I passed every exam. It wasn’t as<br />
hard as I thought it would be and I get a lot of<br />
support from the college and from Amadeus.<br />
How did it feel to win the Solihull<br />
College Apprentice of the Year award?<br />
T: I was shocked when I received the<br />
nomination in the post, but when I found out<br />
that I’d actually won it, it felt great.<br />
S: Tyrel’s award was due to everything he has<br />
achieved in the last year. He is consistent, has<br />
learnt a lot and really embraced the opportunity<br />
of working in a busy kitchen. Tyrel’s attitude,<br />
his commitment to his work and his ‘I want to<br />
learn more’ approach to everything was what<br />
ultimately won him the award. The assessor<br />
could see Tyrel was applying the same attitude<br />
to his practical work as in the kitchen.<br />
What’s the best thing about working<br />
for Amadeus?<br />
T: The teamwork and the people. When I first<br />
started, I thought the Chefs would be shouting<br />
and swearing, but meeting Simon for the first<br />
time I realised it wasn’t like that. All the Chefs<br />
are so helpful and encourage the more junior<br />
members of staff every step of the way. I am<br />
so happy I joined Amadeus – it really has<br />
changed my life.<br />
IF YOU WOULD LIKE TO FIND OUT<br />
MORE ABOUT OPPORTUNITIES<br />
AT AMADEUS GO TO NECGROUP.<br />
CO.UK/WORKING-FOR-US<br />
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hollywoodmonster.co.uk<br />
sales@hollywoodmonster.co.uk<br />
R