‘Expression of Interest’ – Supporting Information UNITED NATIONS INDUSTRIAL DEVELOPMENT ORGANIZATION (UNIDO) ‘Call for Expression of Interest’ Supporting Information for the delivery of proposed new catering operations at the Vienna International Centre (VIC) August 201 Page ‘Expression of Interest’ – Supporting Information Contents Page Section A ~ Scenario 3 Introduction and Background Information 4 Overview on Existing Catering & Hospitality Services 5 Section B ~ Proposed New Business Model 6 Mapping the Proposed Restaurant and Dining Offer 7 Proposed Dining Zones 9 Space Utilisation and Design Considerations 12 Outline of Proposed Business Model 13 Section C ~ Appendices 14 Appendix i ~ Summary of Customer Research Results 2011 15 Appendix ii ~ Proposed Dining Zones and Draft Layout 18 Appendix iii ~ Proposed Draft Layout of Storage and Logistics Areas 19 Page 2 of 13 ‘Expression of Interest’ – Supporting Information Section A Scenario Page 3 of 13 ‘Expression of Interest’ – Supporting Information Introduction This document sets out the scope and objectives of the procurement project and contains the relevant supporting technical and commercial information to allow companies the ability to qualify their interest and capability to deliver the proposed new business model. 1.1 The VIC is the campus hosting, inter alia, the United Nations Office at Vienna (UNOV), the International Atomic Energy Agency (IAEA), the United Nations Industrial Development Organization (UNIDO), the Preparatory Commission for the Comprehensive Nuclear-Test-Ban Treaty Organisation, with approximately 6,000 total staff. Collectively, these organizations are referred to as the Vienna based Organisations (VBO’s). UNIDO is the International Organisation responsible for managing and procuring all catering & hospitality services on behalf of the VBO’s. 1.2 All catering & hospitality services are presently provided by a Managing Agent on a commercial business model with an agreed proportion of profits returned to the VBO’s. 1.3 The VIC is an extraterritorial area. 1.4 In June 2011 UNIDO appointed Independent consultants to conduct a study into the strengths and weaknesses of the existing catering operation with the view to proposing a new business model. As part of this study the consultants undertook in-depth customer research to determine the current levels of customer satisfaction with each catering outlet and whether they were fit for purpose and met the internationally diverse and multi-cultural needs and aspirations of the building population. (A summary of the outputs from the customer research study is set out in Appendix i). 1.5 Following the results of the customer research, a further study was undertaken into the logistical feasibility of introducing multiple service providers to the VIC together with a complete reconfiguration of the existing catering & hospitality services (as set out in Part 2) so that the catering service better serves the current and future needs of the building population. Page 4 of 13 ‘Expression of Interest’ – Supporting Information Overview on Existing Catering & Hospitality Services 4.1 The catering operations are traditionally open Monday to Friday 252 trading days per year, although occasional weekends do occur 4.2 Outlets • Self service cafeteria and coffee shop (1,100 seats) • Cocktail bar (120 seats) • A La Carte Restaurant (250 seats) • Delegates Lounges/coffee shops (3 in building ‘C’. 3 in building ‘M’) • Special functions • Rooms for banquets, receptions and buffets including 3 separate private dining rooms attached to the suites of the Director – Generals of three out of the four VBOs 4.3 Production Areas • Restauarnt kitchen, including show kitchen • Cafeteria kitchen, including grill bar, asian, bar and sushi bar • Garde manger (cold kitchen for the preparation of salads and hors d'oeuvres and appertisers) • Patisserie 4.4 The population of the VIC fluctuates daily between 5 and 6,000 although when conferences are being hosted this number can be higher Page 5 of 13 ‘Expression of Interest’ – Supporting Information Section B Proposition for the New Catering Operations at the VIC Page 6 of 13 ‘Expression of Interest’ – Supporting Information Mapping the Proposed Restaurant and Dining Offer Following the customer research conducted by Litmus Partnership it is evident that a high proportion of the VIC population currently already use the catering facilities although this is purely for convenience and price reasons rather than through choice. However, of these, 704 respondents (69.6%) stated they would use the facilities more frequently if the following areas of the service could be improved. Priorities for improvement: • Value for money • Ambience • Overall quality and choice of food • Speed of service • Authenticity (demographic specific) Accordingly, it is proposed to create 3 distinct Dining Zones, each with differing menu, service styles and price tariffs. It is proposed that each Dining Zone will be operated by separate specialist service providing for a more competitive environment. Page 7 of 13 ‘Expression of Interest’ – Supporting Information Defining the Dining Zones To assist with defining proposed Dining Zones, the following restaurant dining concepts and service styles have been considered. Coffee House: These are casual restaurants with or without table service that emphasizes coffee and other beverages; typically a limited selection of cold foods such as cakes, pastries and perhaps sandwiches are offered as well. Their distinguishing feature is that they allow patrons to relax and socialize on their premises for long periods of time without pressure to leave promptly after eating, and are thus frequently chosen as sites for meetings. Quick Service : Speed of service and low cost are key considerations in this format. A feature that distinguishes them from traditional restaurants is the absence of crockery and cutlery. The customer is expected to eat the food directly from the disposable container it is served in. Fast Casual : Promises a somewhat higher quality of food and atmosphere than Quick Service. Average prices charged are higher than quick service prices and non-disposable plates and cutlery are sometimes offered. This category tends to offer buffet style dining and fills the space between quick service and casual dining . Casual and Destination Dining : A casual dining restaurant serves moderately-priced classic and themed food in a casual atmosphere. Except for buffet-style restaurants, casual dining restaurants typically provide table service. Casual dining comprises a market segment between fast food establishments and fine dining restaurants. Casual dining restaurants usually have a full bar a larger beer menu and a limited wine menu. They are frequently, but not necessarily, part of a wider chain. Fine Dining : Fine dining restaurants are full service restaurants with specific dedicated meal courses combining both al a carte and set menus. The décor of such restaurants features higher quality materials with an eye towards the "atmosphere" desired by the restaurateur. The waiting staff are highly trained and often wear more formal attire. Food portions are visually appealing demonstrating modern techniques and styles. Fine dining restaurants have certain rules of dining which visitors are generally expected to follow. Page 8 of 13 ‘Expression of Interest’ – Supporting Information Proposed Dining Zones Core Zone The core zone caters for the majority of employees and visiting delegates at the VIC wishing to get away from their workspace to sit and enjoy a casual lunch with colleagues. Affordable, quality dishes ranging from traditional central European cuisine to world flavours. This dining zone contains 3 outlets 1. Fast Casual – (Central European restaurant) Proposed opening hours: breakfast 7.30 ~ 10.00; lunch 11.30 ~ 15.00 Service style: buffet, plated self and assisted service (take away option) 2. Fast Casual – (International restaurant) Proposed opening hours: lunch only 11.30 ~ 15.00 Service style: buffet, plated self and assisted service (take away option) 3. Quick Service – (International deli) Proposed opening hours: 7.30 ~ 19.00 Service style: self service takeaway Page 9 of 13 ‘Expression of Interest’ – Supporting Information Premium Zone The premium zone caters for the discerning customer who wishes to relax, be waited on and enjoy the finest food for either business or pleasure purposes. Typically at lunchtime we would expect this zone to be frequented regularly by middle/senior management conference delegates and maybe once per week from more junior employees. However in response to demand we would proposed the destination restaurant to open during the evening which we would anticipate being frequented by all employee levels typically for pleasure to entertain friends, family or business acquaintances. This dining zone contains 3 outlets: 1. Fine dining restaurant Proposed opening hours: lunch 12.00 ~15.00; dinner 18.30 ~ 21.30 (optional) Service style: Waitress service, reservations only 2. Casual Destination restaurant Proposed opening hours: breakfast 7.30 - 10.30; lunch 12.00 - 15.00 Service style: Table service walk in 3. Cocktail lounge Due to its popularity it is proposed to continue with the existing operation which provides a dedicated service to the Destination and Fine dining restaurants. The lounge will also provide a casual drop in service for all customers for drinks and cocktails. Page 10 of 13 ‘Expression of Interest’ – Supporting Information Traditional