Amadeus Glorious Magazine Issue 05

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TEAMWORK MOBILE CATERING Amadeus MADE MY DAY • Glorious speaks to Teresa Gohil, Catering Manager for the Mobile Catering Division at the NEC. GREG SMOLONSKI ABIPP, PHOTOVIBE the delicious food prepared by our chefs was centre stage. Working with various teams we reorganised the seating, service points and changed our displays to focus our customers attention to the great food choices. The outcome was brilliant with our average spend per transaction increasing by 14% and our Mystery Shopper scores up 10% on previous years. Today, I am delighted to run the Mobile Catering Division team that involves logistical movement, set up and operation of modular catering equipment builds. We operate our feature café and concept food areas and at the same time continue to develop management structure and team leader groups of supervisory staff. What do you enjoy most about your role? The most gratifying part of my role is being able to mentor and develop my newly structured young and dynamic team. As the Operational Catering Manager for the Mobile Catering Division, I manage all nonfixed catering units at the NEC. My team are passionate and hungry to do well and I work closely with them and development chefs to create, launch and operate new branded catering concepts. What draws customers to the mobile catering units you operate? The units are the perfect place for our customers to meet their clients or friends for a cup of coffee, breakfast or lunch during an exhibition. We are located right next to the exhibitors stands so it’s easy access. Using our insights, we provide bespoke food and drink offers depending on each individual exhibition. Matching the visitor profile is essential because it’s important to keep the customers fuelled for their busy days. How has your journey been with Amadeus? I joined Amadeus in October 2012 as an hourly paid multi-skilled operative. I worked hard and Amadeus saw my potential and I was quickly selected for team leading duties. In less than a year I was promoted to the position of Deputy Catering Manager. It provided me with many opportunities to learn from my senior colleagues and I was able to take these lessons and apply my own instincts and understanding of the customer’s needs. In 2014 I was encouraged to take on a Catering Manager position in the largest and busiest hall in Hall 5 at the NEC. I gained experience working with The Oak Kitchen restaurant and really enjoyed working with the culinary team and also the marketing team. The objective was always making sure How does the mobile catering support the fixed catering offer? The mobile catering team is a part in the large NEC Amadeus family. We work with the fixed catering teams to deliver great customer experiences every day. The mobile catering units are perfect for large volume exhibitions because we can cater for massive spikes in exhibition attendance which is essential during the busy but short lunch period. As a recent finalist of the ACE Robyns Awards, how was this experience? It has been an absolute honour being shortlisted for the 2017 awards. It means a lot being recognised at such a prestigious level, considering that my career in this world only really started only few years ago. It has motivated me even more to help develop young talented people using my own experiences. 50 GLORIOUS
TEAMWORK PEOPLE The special INGREDIENT • Managing Director of Amadeus, Kevin Watson, recently delivered a keynote speech to over 200 people at the EP Hospitality Insights Conference. In November 2017 Kevin presented “The Special Ingredient” to a full room of people from across the hospitality industry. Kevin’s presentation focused on how it may be one thing to recruit good people but how do hospitality businesses keep them engaged? How do they build long careers with their companies and how can businesses make their people thrive? Kevin explained, “It’s not fancy marketing, big budgets or new-fangled technology, the truth is foodservice is all about people. It always has been and always will be”. The Hospitality Insights Conference included discussion and debate on balancing commerciality with value, cutting down on red tape, promoting healthy lifestyles and much more. Kevin argued that none of that matters and none of it will help you succeed if you haven’t got the right people around you. Kevin presented a slide with the results of a recent British Social Attitude Survey by National Centre of Social Research. It found the top three things that matter most to employees are; job security, having a job they consider interesting and have good opportunities for advancement. The bottom three were working independently, high income, deciding own days and times of work. Kevin explained that it is therefore essential that businesses create a motivated workforce which is less about monetary rewards and more to do with management style – building cultures of trust, openness and security. There are a few great examples of companies doing people engagement well, in a style that works for them. Kevin showcased the likes of Sir Garry Hawkes, “who rewarded 1,000 of his top leaders when his company Gardner Merchant was sold to Sodexo in 1995, giving them a sense of security in a period of change” and also mentioned Ben and Jerry’s motto “If it’s not fun, why do it?”. These examples showcase that all of these businesses wanted to invest time in people engagement and when they did staff satisfaction, happiness and productivity went up. Kevin shared his experiences on how Amadeus have just experienced its most successful year to date. “After a lot of trial and error we seem to have hit upon a recipe that is working. As people engagement takes time and commitment to really work, we have been building comradery and resilience which helps us to pull together when the going gets tough. We celebrate success and create an environment where people feel able to take on risks, innovation and aren’t afraid to fail.” Amadeus inspires and engages its workforce in a number of ways. It’s ‘Service that Sells’ initiative recognises and rewards positive staff behaviour on the spot by awarding employees with shopping vouchers. In addition, the company promotes a culture of saying thank you through it’s ‘Brilliance’ platform whereby employees can be awarded points that can be redeemed for a range of benefits. Long service anniversaries are also recognised with awards and special dinners held for people that have been with the business for many years. Kevin talked about how he places a lot of emphasis on training and development and every staff member has a progression plan that empowers them to gain the skills they need to broaden experience. The team has also recently launched the ‘Amadeus Masterclass’ – a real industry first. Amadeus found staff often became comfortable in one style of catering and they were reluctant to move around the varied portfolio of venues the business caters for, and so designed a sixmodule course to upskill the workforce. Team building and communication is also a key part of Amadeus’ people engagement strategy, with the board also keen to listen to feedback. Kevin’s lasting comment was, “We’re united by our hunger to deliver results and of course have fun. Work life balance is important and more than ever – with the recruitment and retention issues we face as an industry – we have a collection responsibility to nurture that special ingredient.” AMADEUSFOOD.CO.UK 51
Page 1 and 2: Glorious The adventurous catering s
Page 3 and 4: Welcome • As one of the busiest t
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Page 7 and 8: FOOD INNOVATIONS NEWS Amadeus appre
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Page 17 and 18: RESPONSIBLE CATERING REDUCING SUGAR
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Page 31 and 32: INNOVATION HUB SUPPORTING NEW IDEAS
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Page 37 and 38: Photo Experiences & Creative Events
Page 39 and 40: FAM TRIP FEATURE CONFERENCE CATERIN
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Amadeus Glorious Magazine Issue 05

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