FOODSERVICE CONSULTANTS SOCIETY INTERNATIONAL Q1 2019 EAME EDITION FCSI.ORG FOODSERVICE CONSULTANT

Forward thinking Top dogs What's the big idea? Foodservice trends for 2019 across the region Bubbledogs' James Knappett and Sandia Chang Big data's significance for the foodservice sector

Play it cool Unwind in style at Via Amsterdam, Netherlands Open up to Infinite Possibilities...

PIPER The Food-Focused Equipment Company WELCOME

Exchanging experiences

s it is the beginning of a new year We cooperate across borders and I would not want to miss the often selfl essly. Colleagues become A opportunity of wishing you a healthy friends. The combination of further and successful year for 2019. education, exchange of experiences and Last year I travelled around the networks attract many new members to world on behalf of the FCSI and I am the association. happy to report that all of the colleagues I did not see a single division or unit I met had plenty of work on. Businesses that has a declining membership. This are busy and up and running and that’s is because of your commitment and a good thing. enthusiasm and for that I thank you. PRESIDENT, FCSI WORLDWIDE Membership of FCSI is a seal of Please go to the website and take Martin Rahmann FCSI quality. Planners and consultants of our a look at the dates of 2019 events Society get more work than most other in which FCSI is participating or industry colleagues. organising. These are really impressive. This is because FCSI is committed Take the opportunity to participate in We share, to education and training. Every single these events if you are able to and I look we support, one of the events I attended off ered forward to meeting you at them. an excellent training programme. In For 2019 I wish you health, personal we inspire addition, we are a Society in which happiness and professional success. May We want to hear your views networking is in the foreground. God protect you – wherever you are. [email protected]

In this letter I want to look ‘back to nature’ to ‘farming on now looking forward to our Moving back at 2018 and look forward Mars’. FCSI members hosted presence at HostMilano 2019, to 2019. some superb masterclasses continuing the new concept we forward 2018 was a busy year for that were much appreciated by launched at the show in 2017. myself and the FCSI EAME the participants. In 2018, I visited many board. When you promise to Members came from across diff erent country units within focus on people, projects and the EAME region, as well the FCSI EAME and it has been products, as we did, you have Americas and Asia Pacifi c. We great to see local units working to move forward – and as a had a great event, with lots hard to move forward. I always consequence we had several of networking and, of course, feel welcome wherever I go and interesting meetings. some lovely food and drinks. have seen dedicated boards In October 2018 we held The ‘Experience Room’, organising great local events. our conference, an amazing where the sponsors had a There is so much we can learn event on the SS Rotterdam. It great space to show their latest through sharing amazing ideas featured students, innovation innovations, was a popular and supporting and inspiring REGIONAL CHAIR (including robots on stage) place to visit and consultants each other. Remko van der Graaff FCSI and an array of great speakers and sponsors were all very I wish you all good health FCSI Europe, Africa, Middle East discussing topics ranging from happy with the event. We are for 2019.

[email protected] twitter.com/FS_Consultant Interested in advertising opportunities KEEP IN TOUCH Foodservice Consultant Foodservice Consultant in print and online?

DAN MURRELL DAN [email protected]

3 • 4 full size trays • 4 full size trays • 5 half size trays • 80mm tray spacing • 110mm tray spacing • 85mm tray spacing • Grill, bake, roast and • Cook, bake roast or • Bake, roast cook or hold functions regenerate functions regeneration functions • Plug and play utility oven • 2 speed reversing fan system • 2 speed reversing fan system FOODSERVICE CONSULTANT Q1 2019 CONTENTS

NEWS & VIEWS

3 68 WELCOME From your FCSI Worldwide president and your regional chair

6 ONLINE ROUNDUP Find out about additional content on the fcsi.org website

8 AROUND THE WORLD FEATURES What’s going up around the globe 46 20 The big picture 38 The waste debate A roundtable discussion on food waste, 22 Two into one supported by Meiko in London, UK James Knappett and Sandia Chang talk to Tina Nielsen about their 46 Operator profile two successful restaurants in one, Michael Neuner FCSI, of Hakkasan Bubbledogs and Kitchen Table Group talks to Tina Nielsen about his plans for the company’s future 10 28 Titans of industry THE INTELLIGENCE: Tony Sweeney, co-owner of Piper 54 Convenience: the truth The EAME Division Products, Inc., talks to Howard Riell Elly Earls ponders how the growing News, insight, opinion, reviews and trend for home delivery is at odds with innovation from the industry, including 34 The FCSI interview increased awareness of the damage foodservice trends for 2019 A jewel in the crown of FCSI, plastic packaging is causing and Slovenian-based Ruby Parker Puckett FFCSI consultant Primož talks to Amelia Levin about 68 Via Amsterdam Černigoj FCSI (right) her four decades in the Tom Rietveld FCSI talks to Jon Horsley talks about his career foodservice industry about his work on a hostel where INNOVATION visitors can eat, sleep and hang out 61 Data day 75 Food brigade Jim Banks asks consultants and 12 Tackling the shortage of skilled technology specialists how big data foodservice workers and helping could boost efficiency and revenues people get their lives in order is the aim by giving valuable insight to operators

COVER: CHARLIE DAVIS of Simon Boyle’s social enterprise in the foodservice sector >

5 FOODSERVICE CONSULTANT Q1 2019

BRIEFING 88 FOODSERVICE 78 CONSULTANT Labelling laws Editorial director Michael Jones Tougher rules on allergen information Editor Tina Nielsen labelling for foodservice outlets Contributing editor Amelia Levin Chief sub-editor Jacquetta Picton Online writers Frances Ball, Chris Evans, Thomas Lawrence 81 [email protected] Training update Design director Ewan Buck Steve Loughton on maintaining Group art director Ian Hart professional standards in foodservice Designer Sarah Mantelin Group picture editor John Kilpatrick Account manager Sully Zamuner 83 Head of production and delivery Rob Manning Consultancy focus Production and delivery coordinator Olivia Pearce Bjärn Grimm FCSI says it’s all about the Publisher Stuart Charlton team at Grimm Consulting in Hamburg Commercial manager Natasha Merkel [email protected]

88 PROGRESSIVE CONTENT Happy birthday CEO Dan Davey FCSI Germany/Austria turns 20 in 2019 FCSI WORLDWIDE 90 Executive administrator Nick Vaccaro, [email protected] 90 FCSI board of directors: Below are board members for 2018/2019 Officers: President Martin Rahmann FCSI, My kitchen Secretary/treasurer James Camacho FCSI. Directors: William Kelly Gavriliuc is a chef, plus a staff Caruso FFCSI, Remko van der Graaff FCSI, Mario Sequeira FCSI. Immediate past president William P Taunton FCSI trainer, developer and mentor, for a care home group in the UK. She talks Allied representatives: Greg O’Connell, Rob Geile, Roberto Assi about her role and the equipment that’s a ‘must have’ in her kitchen Foodservice Consultant is published by Progressive Content progressivecontent.com Printed in the UK by Stephens & George Subscriptions: buythatmag.com/page/2/ DIGITAL UPDATES ISSN 20536917 © Progressive Content 2019. All rights reserved. The views A wealth of extra content is waiting Attracting more than 200,000 to DoorDash and other companies’ expressed herein are not necessarily shared by FCSI. If you want to reproduce or redistribute any of the material in this publication, on the Foodservice Consultant attendees and approximately plans to test self-driving cars for meal you should first get Progressive Content’s permission in writing. website. Go to fcsi.org for digital-only 3,000 exhibitors, Sirha also hosts delivery in San Francisco, California. No responsibility for loss occasioned to any person acting or interviews, regular blogs, event 24 competitions, including the refraining from action as a result of any material in this publication can be accepted by FCSI, the publishers or the author(s). While coverage and expert analysis of the International Catering Cup, Bocuse d’Or A comprehensive roundup from the every care is taken to ensure accuracy, FCSI, the publishers and latest industry news. You can also and Coupe du Monde de la Pâtisserie. FCSI The Americas 2019 Symposium author(s) cannot accept liability for errors or omissions. Details sign up to the Foodservice Consultant and The NAFEM Show ‘19 in February. correct at time of going to press. weekly newsletter, a comprehensive Amelia Levin gets the reaction of roundup of the stories affecting the FCSI Professional member consultants Chinese start-up coffee company global food and beverage industry. Luckin is Starbucks’ first major rival The Foodservice Consultant app is in China’s coffee market. Frances Ball also available on Apple and Android looks at how its aggressive drive for devices. Top online stories include… growth over profit to win customers is fuelling the rise of tiny delivery [email protected] January 2019 will see the kitchens, rather than traditional large twitter.com/FS_Consultant Foodservice Consultant Foodservice Consultant team attend coffee houses, and how the market is Foodservice Consultant the Sirha 2019 show in Lyon, France. changing in the face of the competition.

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home.liebherr.com AROUND THE WORLD Here’s a selection of some of the remarkable construction projects going up across the globe

Movenpick Resort Al Marjan Island, Ras Al Khaimah, UAE Architect Perkins + Will Builder TBC Opens 2019 Set along 300 metres (328 yards) of pristine coastline on one of the four coral-shaped islands that makes up Ras Al Khaimah’s manmade archipelago, Al Marjan Island, the new 550-key Movenpick resort will house a market-style all-day dining concept centred around an open kitchen, a poolside restaurant – the Beach House – featuring an intimate courtyard and an open deck and serving fresh seafood and salads, a nautical- themed Beach Grill and a candlelit rooftop bar. Dusit Thani Laguna Singapore, Singapore Architect A.M. Associates (Singapore) Pte. Ltd. Builder Zhong Kai Construction Company Pte Ltd. Opens 2019 Dusit Thani Laguna Singapore will house 198 rooms and suites, eight villas, three tennis courts, a putting green, a gym and swimming pool, a Devarana Spa and five F&B outlets. The pièce de résistance is The Greenhouse at Laguna where guests can observe chefs whipping up an array of Thai, Japanese, Indian, Mediterranean and Chinese specialities. Other highlights include The Tee Deck for al fresco dining and The Nest, overlooking the ninth and 18th holes of the Masters Course.

8 Jeddah Tower, Jeddah, Saudi Arabia Architect Adrian Smith + Gordon Gill Architecture Builder Bin Laden Group Opens 2020 At a height of over 1,000 metres (3,280 ft) Jeddah Tower will be at least 173 metres (568 ft) higher than the world’s current tallest building – the Burj Khalifa – when it opens in 2020. A mixed-use development, it will feature a luxury hotel, office space, serviced apartments, luxury condos and the world’s highest observatory, which the public can visit on level 157. With its slender, asymmetrical form, the tower is designed to evoke a bundle of leaves shooting up from the ground, symbolising its function as a catalyst for increased development around it. Palace Al Khan, Sharjah, UAE Architect Perkins+Will Builder TBC Opens 2019 The newest addition to Sharjah’s elegant downtown skyline is the Palace Al Khan, where Perkins+Will has created a culturally-sensitive design concept that’s both traditional and contemporary. The all-day dining offer, which is made up of a private dining facility, a main restaurant and an informal lounge area, all designed in the same subtle, layered palette that typifies the entire property, serves a range of Middle Eastern dishes to the backdrop of spectacular beach views.

Beijing New Airport Terminal Building, Beijing, China Architect Zaha Hadid Architects Builder Beijing Construction Engineering Group Opens 2019 At Beijing New Airport’s terminal building, every aircraft pier will radiate directly from the terminal’s main central court where all passenger services and amenities are located, meaning the airport’s anticipated 72 million passengers per year will be able to walk the short distances to everywhere they need to go. When it comes to dining, 18,000 sq m (21,500 sq yds) of terminal space are set to house four themed dining areas and more than 90 shops. Bidding started for their occupants in

ADRIAN SMITH + GORDON GILL ARCHITECTURE/JEDDAH ECONOMIC COMPANY, DUSIT ECONOMIC COMPANY, ADRIAN SMITH + GORDON GILL ARCHITECTURE/JEDDAH METHANOIA ZAHA HADID ARCHITECTS PERKINS + WILL , RENDER BY INTERNATIONAL, early 2018.

For more go to fcsi.org 9 THE INTELLIGENCE News, insight, opinion and reviews

10 2019 TRENDS

3) Big tech LOOKING Artificial intelligence (AI) looks increasingly likely to have an impact on our diets. Devices such as Alexa AHEAD or Apple watches will soon be taking bodily measurements and giving Inspired by the new year recommendations that are up to date and Jon Horsley looks at five key individually tailored to our body’s needs. trends set to dominate the Already apps such as The Personalized foodservice scene across the Diet, using blood sugar measurements EAME region in 2019 and DNA testing mean that one-size-fits- all dieting is looking outdated. These are sure to become more widespread and easier to use by the end of 2019. 1) Mushrooms Fungi are already in fashion. With the 4) What’s next for restaurants? continued growth of plant-based diets, During times of political and economic combined with the convergence of food uncertainty people are searching for and health products and added to a comfort and escape. While “comfort” greater appreciation of totally natural presents challenges to the restaurants – meat alternatives, the shroom boom will as potential diners are content to stream not tail off in 2019. Netflix and try out meal kits at home – it And it won’t just be classic portobello is easier to offer escape through a novel or even shiitake that will grow, more experience, narratives behind dishes or exotic Asian varieties such as lingzhi, even adventurous flavours. lion’s mane, turkey tail and chaga – all “The restaurant industry has to work of which claim some extravagant health harder to entice people out of their benefits – will be more readily available. homes and create that special experience Products such as mushroom coffee, that can’t be replicated,” said chef Simon powders and even soaps look like they are Rogan (L’Enclume) in Waitrose Weekend. about to hit the mainstream. 5) Less waiting? 2) Meat-free machismo With staff shortages already biting in A recent British study from the Britain, partly due to Brexit, and lack University of Southampton revealed that of manpower and staff retention also while they may wish to eat more plants a problem in other places in Europe for health reasons, 60% of men fear (noticeably France) restaurants are social stigma for choosing the vegetarian finding their margins increasingly pushed. or vegan options. So expect canny Automation is likely to be one restaurateurs or producers to attempt to solution, which is increasingly allowing cater more for them by offering spiced up, for waiter-free dining and also gives a grilled and barbecue vegan options. chance for chains who can offer up-to- Brands such as Dutch company The the-second discounts depending on Vegetarian Butcher pushing edgy meat stock levels in certain restaurants. And alternatives such as “Little Willies” high-end food courts such as London’s sausages are already popular and looking new Market Hall Victoria become a more

to expand further. enticing option. GETTY IMAGES

11 THE INTELLIGENCE

IN MY VIEW Engineering solutions Primož Černigoj FCSI of PROprima explains how he brings the expertise he gained in his background as an engineer into his project work

s an authorised mechanical engineer, recognised by the Slovenian “I learn a lot Chamber of Engineers, I specialise in designing professional kitchens in A restaurants, hotels and hospitals. out in the field, for example I advise my clients and propose technical solutions on the logistics of food transport and the implementation of professional equipment. I just listening cooperate in the development of new equipment for the transport and to a service preparation of food, such as food trucks, kitchen and trailer mobile solutions. technician or During my mechanical engineering studies, I worked in a small company dish washer” that designed and supplied technological equipment. At the time, computer aided design (CAD) support was quite rare. But, even in 1993, I realised the advantages of CAD drawing and 3D modelling. After graduating, I was taken on full-time and worked a lot on construction sites installing equipment.

The main focus of my job now is design, liaising with architects, chefs and visiting numerous kitchens. Good food and design seem a great combination to me. I have learnt that everything is possible – you just need time and will.

Being accepted to join FCSI was a great personal success and privilege. When I meet fellow designers from all over the world at events such as the EAME conference, I am impressed by the projects members are involved in.

The biggest challenge for the foodservice equipment industry is definitely producing multifunctional devices. As a designer I am confronted with the fact that, in a small space, we have to make a 'real' kitchen with high capacity.

I learnt a lot from my mentor Alenka Hrovatin of Gasting, for which I am very grateful. But knowledge needs to be upgraded every day. I learn a lot out in the field, for example just listening to a service technician or a dish washer.

My advice to younger consultants is to never give up. If they cannot find a solution to a project on the first or second day, it is necessary to persist. Make sketches, compare different variants, review solutions offered by not only the foodservice industry but other sectors. Combining different skills can be the way to find a solution.

The separation of my business and private life is difficult – I almost never leave the office without my computer. But I enjoy cycling, even in the cold and rain. I’m also creating speaker cables from an exhausted induction coil from a professional range. MURRELL DAN

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KITCHEN CONFIDENTIAL what would happen if you trashed Temporary pop-ups provide a welcome escape from everything that was safe and boring and playing it safe in the kitchen says The Secret Chef a guaranteed bestseller. Perhaps you’ve been cooking those Italian staples your whole career and want to take a punt on something completely whacked out THE RISE AND FALL (AND and so far out of your wheelhouse that it makes you sweaty just thinking about it. Yes, you may swing and miss but what FALL AND RISE) OF POP-UPS if you smash it out of the stadium? That chance is too good to pass up, surely? ome chefs are lazy. We’ve all junkies. Generally, these are the mouthy, worked with, or for, one. Their wide-eyed sous chefs who make plenty of Freedom to road test S motto is invariably some variation noise until a well-meaning – but clueless – Enter the pop-up. The rise of social on: “That’ll do”. They cut corners, do backer makes their dreams come true by media has allowed the pop-up to thrive. the absolute bare minimum and push chucking a few hundred thousand dollars Being freed from the usual overheads as much work as possible onto others. at them. These kitchens burn bright, burn associated with a conventional To these lacklustre kitchen warriors, short and almost inevitably (sometimes restaurant set up can be enormously the pre-portioned protein is the best literally) burn down. Their menus are liberating and enable us to share our thing since sliced bread and sliced a scatter gun list of so-hot-right-now cooking with a whole new customer bread is the best thing since, well, ingredients and techniques , gleaned base. It might be in an entirely new ever. They’re the same chefs who are from extensive travel (paid for by the city, or country, or simply at a price conspicuously absent during deep- backer) and cookbooks from all over the point that the stresses and strains of a clean, always turn up just after the globe. Who says an omakase menu can’t full-time bricks and mortar operation deliveries have been packed away and feature fermented chickweed, Memphis- would prevent us from hitting. It can think that a drizzle of balsamic glaze style barbecue and black sesame mochi? provide a space for the weary chef in disguises the fact that the entirety Well, probably your accountant by the need of a break but reluctant to step of their garde manger prep has been end of month seven. away from the kitchen entirely. Or it can bought in from the wholesaler. We’ve The overwhelming majority of us, be a way to road test a new concept seen that pâté and those tempura though, sit happily between these without a wholesale commitment to crab claws before, my friend, and no two extremes. We work hard and we a permanent operation. Depending amount of pre-washed rocket is going know what we have to do to make on how brave you are feeling these to make me think you made it in-house. sure there are enough butts on seats can be fully fl edged guerrilla These guys are Trojans of mediocrity. to ensure the bills are paid. We operations, springing up like a They are risk-free and stress-free settle with putting on a wild mushroom and and consequently their careers often couple of adventurous disappearing again extend long beyond those of more dishes and we smile when before the department ambitious chefs – that burn out or someone orders them. of health can even say chuck in their oven cloths. ‘They get it,’ we say. ‘They ‘code violation’, or more On the other hand there are the risk understand’. And they make up permanent operations with a for every diner that orders the pre-determined end date six or soup followed by the chicken. 12 months in the future. They Our little sparks of Our little sparks of creativity are fun, fast, cheap, usually are allowed to take fl ight every a sell-out and – providing creativity are allowed once in a while and mostly you can get the marketing to take flight every once that’s just fi ne. and margins right – hugely in a while and, mostly, Sometimes these little profi table. Beware: you might fl ourishes aren’t enough never want to step back into a that’s just fine to satiate the desire to see conventional kitchen again.

For more go to fcsi.org 15 THE INTELLIGENCE

TALKBACK Three foodservice professionals give their views on one question

John Turenne FCSI Fritz-Gerald Schröder Clara Ming Pi FFCSI Director of dining services, Compass Group, US Professor in horticulture, Germany Foodservice consultant, Hong Kong Most readers don’t need to worry about Feeding the world is a problem since the Almost 800 million of the world’s 7.3 access to suffi cient nutritious food. But world population is growing. In less than billion people are undernourished. Even as populations expand and congregate in 40 years, an estimated nine billion people when adequate calories are available, diets urban areas, food shortages may become will inhabit the earth. At the same time are often far from ideal, increasing disease. common. The long- and short-term there is a shrinking of the agricultural The failure to feed humanity makes the impacts include starvation, malnutrition, areas and they are becoming further away prospects of food security seem slim for increased mortality and political unrest. from city centres. Goods are transported the projected 9.7 billion population in 2050. Short-term eff ects of food shortages around the globe at the expense of high Climate disruption is the greatest are seen in malnutrition and deaths; consumption of fossil energy resources threat to future food supplies, yet 30% of especially in children and the elderly. and damage to the environment and greenhouse gas (GHG) emissions can be Long-term eff ects include an increase in climate. As a consequence the number of traced to food production and distribution. food prices due to demand and supply hungry people is growing every day. Crop failures may become more frequent forces. A fuel price hike coupled with If we don’t do anything, we will have in warming and less stable climates. drought in grain-producing regions has more migrations of people, who have Expanding cropland or using more contributed to the increase in the price of nothing left to lose. We have to solve the intensive and mechanised agriculture and food in the world. Higher oil prices caused problems of globalisation, to help the increasing use of biofuels will cause food an increase in the price of fertilisers, food people in their homelands. We should vs energy land-use confl icts and require transportation and industrial agriculture. have high- and low-tech food production more fossil energy mobilisation, thereby We need to reduce carbon emissions. systems for every climate, soil or situation. exacerbating global warming. Economically secure nations should help Such systems are more or less available Creating food security demands a less well-off nations to develop clean, right now, but only the most effi cient change in our diets and revolutionary renewable energy to stabilise greenhouse are used. Systems should be evaluated agricultural such as the use of hydroponics gas emissions. We also need to manage according to their ecological balance. to remove land dependency and produce food waste. The US alone wastes 40% of all We have to share our knowledge and clean, plant-based foods. Experiments the food it produces. Finally, more eff ective train the people in the third and fourth are underway on tissue culture and 3D agricultural practices to manage water, land world how to produce food. We should use food printing technologies using insect and fertiliser will enable us to grow better the internet and apps about crop systems, proteins and seaweed. food, more eff ectively in more places. plant disease, plant nutrition, soil science, Consultants can raise awareness on Consultants, consider the impact of watering and many more. The internet reducing food waste and moving towards the global food system, not just your own is the key for information availability plant-based menus, helping companies, community. Familiarise yourself with everywhere. We have to ask ourselves the universities, hospitals, and public the EPA’s Food Waste Pyramid and the basic question, what is the most suitable facilities, hotels and restaurants slash hierarchy of waste management strategies. crop production system for a given food-related GHG emissions. Put these into eff ect with clients. situation in an urban area? We can encourage clients to join programs such as The Cool Food Pledge, which helps signatories commit to fi nding a science-based solution for reducing How can we food-related GHG emissions, develop the best plan to bring about change, and promote their achievements to help build

DAN MURRELL DAN feed the world? a bigger movement.

17 Would you go for these berries(1)? Or would you rather have these berries(2)? With Halton Skyline, you would think you were outside!

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• Halton Skyline remarkably respects the food colour and plasticity from raw ingredients to plated presentation. • Halton Skyline provides the best visual comfort over time, without dazzling the staff and preventing eye fatigue, thus also playing an active role in the kitchen safety. • Halton Skyline Human Centric version further improves the working conditions and staff Wellbeing. • Halton Skyline is a state of the art technology that, at its core, saves a lot on energy and maintenance.

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Colour render tests organised in a professional studio based on traditional T5 fluorescent tubes (1) and Halton Skyline (2).

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An ambition to nurture talent

Frances Ball talks to recent graduate of the FCSI Educational Foundation, Rosemary Mugito, about her first EAME Conference and finding mentors for her Rosemary Mugito with John Cornyn FCSI (EM), immediate foodservice career past president of FCSI EF

osemary Mugito has a mission. Conference in Rotterdam, Netherlands, management from the same viewpoint Her career has taken her through making use of the grants offered by the – rather, I treated each individually.” R rigorous academic study in FCSI Educational Foundation. She now believes an understanding and hospitality and management, and she The Foundation’s principal purpose combination of all aspects is critical to has set her sights on transforming the strikes a chord with Mugito. “The future a successful foodservice operation. market for healthy food retail in her of hospitality and foodservice consulting Mugito has the sheer determination native Kenya, Africa. Completing FCSI’s is in the young people,” she says, in and drive that characterises her start- Educational Foundation programme agreement with FCSI. “And it should up initiative. Energetic, committed to this year was an important development be my ambition to nurture others with her chosen industry and resilient in the that Mugito says has “further ignited a similar interests as I grow in consulting.” face of setbacks, Mugito plans to build passion” for foodservice consultancy. on her own expertise and training to She achieved her first diploma in Patience and focus offer creative and viable solutions to her food and beverage management in 2003, Another huge benefit of the Foundation clients’ needs. After that she plans to and landed a tutoring post in Kenya and the conference, Mugito points out, run a chain of healthy eating restaurants Methodist University’s Department for is the opportunity to grow the kind in Kenya – tapping into the burgeoning Hospitality and Tourism. Wasting no of supportive industry network that global wellness trend. Not that Mugito time, she moved up the ranks to become early-career consultants rely on. She was sees it as a short-term fashion: her assistant lecturer – but throughout her particularly inspired by the willingness goal is ultimately “to give back to the academic training, she explains she had of FCSI members to work with her as community by partnering with farmers in “a strong feeling that my passion lay mentors. This experience emphasised organic farming, [for produce] that can be elsewhere, in consultancy in hospitality.” the importance of expertise in an era of supplied in health markets.” With an MSc in hospitality constant access to information. In the meantime, Mugito left the management already under her belt, she In many ways, Mugito’s inspiration FCSI conference with a new network of simultaneously embarked on a PhD in came largely from the way that FCSI contacts from which she can learn the ins the same subject and founded her own brought together the constituent aspects and outs of the industry. Asked what the company, Ariseshine17 Services, in 2018. of the foodservice industry. “Although I best piece of advice she was given during FCSI first came onto Mugito’s have been in the hospitality industry for her time with the Foundation was, she radar at a conference in Nairobi. She the last 15 years,” she says, “I had never says: “Consulting takes time to grow. One then attended the FCSI EAME 2018 viewed service design, equipment and has to be patient and focused.”

18 For more go to fcsi.org CAN AN APPLIANCE MAKE PEOPLE HAPPY?

Technology, research and perfection are never an end in themselves: MultiFresh® by Irinox is designed to assist chefs in their daily activities. Indeed quality of life is also determined by the way we work.

Irinox spa +39 0438 2020 e-mail: [email protected] www.irinoxprofessional.com THE BIG PICTURE

Project WATERLINE SQUARE, NEW YORK, US Architect Rafael Viñoly Architects, Richard Meier & Partners Architects, and Kohn Pedersen Fox Associates Builder BGID Opens 2019

Created by a team of world-famous, New York- based architects, Waterline Square will complete one of the last remaining waterfront development sites on the Upper West Side of Manhattan when it opens its doors to residents in 2019. Made up of three glassy towers, which complement one another with their articulated facades, outdoor spaces and faceted crowns, the five-acre Waterline Square development will not only house more than 1,000 luxury residential units but also over 100,000 sq ft (9,290 sq m) of sports, leisure, and lifestyle amenities. These will include an indoor tennis court, a 30-ft (nine-metre) rock climbing wall, an indoor half- pipe skate park, an indoor soccer field, spa facilities, party room, bowling alley, music recording studio and a video and photography studio. F&B hasn’t been forgotten either, with the Cipriani family developing 28,000 sq ft (2,600 sq m) of space for a large format culinary experience complete with a market, restaurants and fast casual outlets. Designed by London-based interior designer Martin Brudnizki the new Cipriani food hall will be located within the development’s middle building, Two Waterline Square.

20 NOE & ASSOCIATES WITH THE BOUNDARY DOUBLE BUBBLE

22 KNAPPETT AND CHANG

A dedicated husband and wife move to the British capital in 1999 came shortly after he had discovered Boiling Point, the TV programme that charted team open two different concepts Ramsay’s rise to the top. “That just showed you what drive is. I at the same time in the same don’t know if I would be anywhere near London today if I hadn’t watched Boiling Point,” he says. “I saw a man with so much drive space. Tina Nielsen finds out how and ambition and nothing was going to stop him. If that hadn’t James Knappett and Sandia happened I might have been cooking in my village today.” Chang not only pulled it off, but For the 17-year-old aspiring chef, the reality was a rude awakening. “When I got to London I thought, ‘I want to be garnered two Michelin stars and Gordon Ramsay’, but I quickly realised that the kitchen was popular support along the way tough, this was a man’s world,” he says. “Kitchens like that don’t exist now, I think everyone would be in prison – and I am not referring to Gordon, but the kitchen teams.” Knappett arrived in London as Ramsay’s eponymous Royal hen James Knappett’s name was called out Hospital Road restaurant was in pursuit of a third Michelin as a new two-star restaurant at the launch star. “It was on this crazy mission to get three stars, which it of the 2019 Michelin Guide UK & Ireland obviously did. It was a special time to be there to actually see W there may have been a few surprised Ramsay cook on the stove,” he explains. people in the audience. Not because the food at But he found it hard to deal with life in London and after his restaurant, Kitchen Table at Bubbledogs, is not six months made the move down to Cornwall where he ended worthy of the status, but because the restaurant up spending three years in Rick Stein’s seafood restaurant. isn’t on everybody’s radar. Knappett, by his own The lure of the capital eventually drew him back – at the time, admission, likes to keep his head down and get on in the early 2000s, people thought if you’re not cooking in with the job. “Yeah? Good,” he says when I suggest he London you’re not cooking at all. “If you weren’t in the kitchens keeps a low profile. “I don’t kiss anyone’s arse”. of Gordon Ramsay, Tom Aikens, Marco Pierre White or Nico It is a safe bet that the Suffolk-born chef is Ladenis you may as well choose another career,” says Knappett. rarely lost for words, but descending the stairs to So he returned to London where he spent five years with pick up his second star, Knappett was obviously Marcus Wareing at Petrus, also in the Gordon Ramsay Group, overwhelmed and motioned for his wife and business and worked his way through the ranks, “from not having a name partner Sandia Chang to join him on the stage. to going all the way to being a head chef at one point”. It seemed appropriate for the two to receive the Next, after “a powerful call from Ramsay” came a trip across accolade together; in a world of big chef personalities they have been a genuine team since they met while working at Per Se in New York City. Today Knappett heads up the kitchen while Chang is sommelier and general manager. “There’s a system. I am always right and you are very good at accepting when you are wrong,” says Knappett to Chang when discussing their partnership. Joking aside, in a tough industry like hospitality working with your partner is not for everyone. Rebecca Burr, editor of the Michelin Guide Great Britain & Ireland, says the two pull it off brilliantly. “James has perfected those dishes and moved them into a whole different league and Sandia is right by his side; they are proof that you can have that level of achievement and a work/life balance too,” she says. It was fitting that Gordon Ramsay, the man Knappett credits with his interest in becoming a chef and his first real mentor, was there to deliver the traditional Michelin chef’s jacket. Knappett’s

23 Clockwise from right: Knappett and Chang with the team outside the London restaurant; exquisite presentation from Kitchen Table; a successful pairing: hot dogs and champagne the Atlantic to join the kitchen team at Thomas Keller’s newly opened Per Se restaurant, at the time among the most talked about restaurants in the world. Though he spent just a few years working with Keller the American chef remains the biggest inspiration in his career – he says three quarters of what he does now comes from what he learnt from Keller. “Before I got to New York I thought it was all about screaming, shouting, long hours, sacrifice and hating anything outside the cooking world,” he says. “Then I got to Keller and I realised this guy is a gentleman, he’s kind, caring and team is everything. We went into a different dimension of cooking.” Keller, he says, taught him everything – from the importance of staff meals to how clean a kitchen should be, how to dress and precision in plating. “He taught me to think ‘don’t just do that because we can, think how we can make it better’,” he says. By this time the two had married and Knappett had tried It was at Per Se that he met Chang and the and failed to get his green card. Keller had offered him a three- partnership between the two was born when she year contract to stay in the city, but he was reluctant to spend joined Per Se as a kitchen runner. Born in Los another three years in the same kitchen, so he moved on to Angeles, Chang is chef trained but made a transition another pressure cooker. Noma in Copenhagen was yet to be to front of house after finding the kitchen tough. anointed the best in the world and, as Knappett puts it, was still “I wanted to be in the hospitality industry since I doing meal deals in the newspaper because they couldn’t get was a little girl,” she says. “When other girls wanted customers through the door. Chef René Redzepi was cooking to be princesses I wanted to be a waitress.” After every day. “I doubt I will ever see it happen again, but it went studying hospitality management at university she from being an unknown restaurant to this popular destination decided to become a chef – this was the time when restaurant in the two years I was there,” he says. Jamie Oliver emerged and Emeril Lagasse was When Knappett left for Copenhagen Chang stayed in New ever present on TV and the chef profession became York. “I was at the height of my career at Per Se, I have never impossibly glamorous – and went to the Culinary made so much money in Institute of America in Napa Valley. Next, following “I wanted to be in the hospitality my life,” she says. “The everybody’s advice, she packed her bags and knives industry since I was a little connections I’d made in and headed to New York City where she landed a job New York City were great, at Bouley, a Tribeca restaurant. girl. When other girls wanted everywhere I went people “I quickly realised that this was not Jamie Oliver to be princesses I wanted to be knew me, so I stayed on for or Emeril Lagasse, it was brutal,” she says. “We a waitress” another year before joining worked six days a week, you started at 11am and James at Noma.” finished at 1 the next morning. On the only day off Chang was the first non-Scandinavian waiter when she you were either sleeping or doing laundry and you joined the front of house team at Noma. The pair quickly had were getting paid nothing. It wasn’t for me.” to get their heads round a different approach to the profession The love for the industry remained, and as this while working with Redzepi. was around the time Keller opened Per Se and was “Nordic cuisine didn’t even exist then, René created it. He hiring she decided to make the switch to front of was a bit of a fireball and so different – how he looked at food house. “They were looking for food servers and it was and turned everything upside down. He probably has the best a perfect transition job for me; essentially you take palate I have ever worked with,” says Knappett. “He showed me the food from the kitchen to the guest and explain how to make delicious sauces without salt; before that it was like the dish,” she says. She had no experience of actually salt, salt, salt – chefs love salt.” waiting tables but quickly hit her stride and ended up From Chang’s point of view it showed her a new approach spending four years at Per Se working her way up to to hospitality. “For Thomas Keller it was all about exceeding maître d’ of private events. guests’ expectations, we’d never say no to a guest. With René,

24

26 Left: Gordon Ramsay presented Opposite page top: Bubble KNAPPETT AND CHANG their second Michelin star. Dogs, Chang’s idea of a hot-dog Below: An example of Knappett’s restaurant. Below: Knappett’s beautiful food presentation baby, Kitchen Table

if a guest asked chef in the world,” he says. “The important thing is that we got for, say, a pork our stars by being ourselves from day one.” chop to be cooked Solid investment from a team who believed in the concepts well done he’d say has made it possible to do exactly that. JKS Restaurants, the no. He wouldn’t team behind successful London restaurants such as Gymkhana compromise a good and Trishna approached Chang and Knappett when the former piece of meat,” she was working in a restaurant adjacent to theirs. “They already explains. “It was had the site and asked if we wanted to open a restaurant with a different sort of them,” says Chang. “They are great to work with – the oldest hospitality – they brother is in finance, the youngest a chef and the sister works in can say no to a wine. They are keen and young and have never once told us what guest but in a hospitable and warm way.” to do, but always been there when we needed help.” The two returned to the UK after Noma and both Chang and Knappett thrive on working as a team. “We were joined Marcus Wareing’s team before eventually brought up the same way, so we both know where we come from opening their own place. and what standard we are trying to achieve,” she says. “We are Unable to agree on the concept, they decided to honest with each other open two restaurants at the same time: at the front “Bubbledogs was completely and our honesty comes of the building is Bubbledogs, Chang’s idea of a hot- new to us so when we first from somewhere good, we dog restaurant serving small grower champagnes. criticise because we want Walking to the back of the room and passing opened it took us about two it to be better. Of course it through the curtain takes you to Knappett’s baby, months to get used to that never goes down very well,” Kitchen Table, a fine-dining space seating just 20 volume of orders at that pace” she laughs. people. Doing one of those separately, let alone both Be in no doubt that simultaneously, would have represented a challenge, Knappett is as driven as before in the pursuit of success, but but the two pulled off this double feat with great it will be on his own terms. “Now is the time for me to do what success. Bubbledogs had a two-hour line around the I want to do,” he says. “If you want to experience what I want block every day for the first year – and the concept to do then it is going to be a good restaurant experience for wasn’t exactly well received prior to opening. A you,” he says. PR mishap meant the news that the chef who had Building a higher profile is not a priority. “I want to be better been trained in the best kitchens in the world was than I was yesterday, I still have things to achieve and I have opening a hot dog joint was released two months time on my side. I love my job and I’d rather have the profile I early. “There was huge pressure on us; we spent two have and enjoy what I am doing. There are enough high-profile months reading about how we were going to fail,” chefs out there, but are they really happy?” he asks. “Profile can says Knappett. “As it happened it was over two years come when I run out of money for dog food.” before we did fewer than 200 guests a day.” Chang acknowledges that opening the two together was tough, and learning to cook hot dogs was just the start. “Kitchen Table is our familiar playground, it is what our career was built on. Bubbledogs was completely new to us so when we first opened it took us about two months to overcome teething troubles because weren’t used to that volume of orders at that pace,” she explains. If Bubbledogs is about volume, Kitchen Table sits at almost the opposite end of the scale – a genuine kitchen counter concept with a daily changing menu. The first Michelin star came in 2014 and the chef is clearly delighted to have joined a group of just 10 restaurants in the British capital boasting two stars. The little red book is still the one guide that

DAVID LOFTUS, PAUL WINCH-FURNESS PAUL LOFTUS, DAVID counts for him and is the one, “recognised by every

For more go to fcsi.org 27 28 TITANS OF INDUSTRY CALLING THE TUNE

The success of Piper Products, Inc. owes much to its most important asset: its people. “We have a nice little company here,” president Tony Sweeney tells Howard Riell

iper Products, Inc. has grown Cudahy, Wisconsin, in 1960. As a small techniques, significantly improving from a small company into company catering to the needs of local, gross margin and generating the revenue a significant industry player independently owned bakeries and necessary to build a highly specialised servicing multiple industries grocery stores, it supplied bread racks sales team, which in turn has fuelled still in a wide variety of food and food transport cabinets. greater growth. preparation, serving and Today, it is a premier manufacturer Together with his wife Jennifer, P custom millwork products. specialising in cafeteria and buffet serving who serves as CFO, Sweeney has driven Led by co-owners Tony and Jennifer systems. Its extensive product line ranges revenues up by 79% in six years while also Sweeney, the company – purchased by from racks and cabinets, heating-and- increasing product gross margins. More Tony’s father Roger in the late 1980s, and holding cabinets, dispensing equipment, impressive is that Piper’s marketshare from whom the couple bought it in 2007 steam tables, BBQ machines, ovens, and profits grew significantly during – has systematically developed into an proofers, cook-and-hold-ovens, underbar, one of the country’s most challenging innovative and invaluable resource for its cafeteria serving lines, custom mill economic periods. growing portfolio of customers. work and salad bars. It services both the The Wausau, Wisconsin-based commercial and institutional foodservice Respecting Piper’s people company has expanded its customer base, markets, as well as supermarkets and From the outset, the Sweeneys have marketshare and diverse product line convenience stores. known that Piper’s most important asset even as it has evolved its manufacturing Beginning as a production supervisor, is its people, which is why management and management systems and expertise. Tony Sweeney, who serves as president, works to empower them. Central to its mission are its emphasis has steadily gained manufacturing Management and staff alike know on innovation and service and heavy knowledge, industry expertise, and both that cross training not only improves management attention on both leadership and entrepreneurial skills. efficiency but also raises the value of respecting and empowering its people. His reservoir of knowledge has helped the employees themselves. As Sweeney Piper Products was founded in Piper continue to hone its manufacturing attests, “We have people who can flex

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FAGOR INDUSTRIAL S. COOP. Santxolopetegi auzoa, 22 YouTube Blog Linkedln Twitter Google Plus 20560 Oñati, Gipuzkoa (Spain) T. (+34) 943 71 80 30 www.fagorindustrial.com TITANS OF INDUSTRY

from the oven line into the cafeteria line to handle that uptick in business. Before, TO THE SUPER BOWL you were a punch-press operator, or you “You hear a lot about the team concept these days, and were assembler number nine, or you how companies have to operate according to it,” says were a welder, and that’s all you did. Now Tony Sweeney. “Here at Piper, we take that literally.” we have people who can not only work in the fab department where they are When someone comes to work for the company, he says, running a brake press and welding, but “it’s like he is trying out for the team. If you’ve ever played also are certified in refrigeration so they sports you know you have to try out for the team to win can move up and down the line wherever your position. The first thing you do when you make that the work goes.” team is practice every single day; you learn the plays, and Indeed, Piper has built a cadre of you go over them, and you try to perfect what you do.” team members who can work in many of its products categories, resulting in It is a basic notion that Sweeney feels is too often higher pay rates for those cross trained forgotten in the business world. “But when you come employees. The inevitable result is a to work for Piper Products, whether you are a receptionist plant that runs lean and efficient, and an or in customer service or sales, or working on metal improved retention rate and greater job Piper has a reputation for beautiful custom millwork pieces in the plant, you have your role to play, and you come satisfaction because those employees can in every day and you practice. You try to do it better every earn more. single day.” The strategy is born of a fundamental “We are just trying to be a respect for Piper’s people and the work resource for those guys, to Sweeney extends the metaphor. “We are all going to play they do. As Sweeney is quick to point give them what ultimately they that big game on Sunday, we are all trying to go to the out, “Jenny and I aren’t out there making Super Bowl,” he says. “We try to keep our people on track these ovens and this equipment; they are going to need to get that and continually practising what our game plan is.” are.” The team concept is in play at all customer back in their stores” times. “You’ve got to communicate the expectations to the employees, and most getting it resolved? Those are what I call the supermarket and convenience store people really care. You might go home, the basics of what you focus on. I think if markets and is proving the catalyst for turn on the TV, listen to the radio and you can continue to practice and polish manufacturing wood laminate products. feel like you have no control over your the stone and get a little better every In 2017, it also acquired LaCrosse Cooler, life. But you know when you come to day in all the different departments, you manufacturers of stainless-steel under- work here at Piper today, you can truly can do what we did. We have a nice little bar equipment, mixing stations, drop-ins, make a difference.” company here.” and the Stowaway portable bar. Sweeney reflects that moving the The company’s transition to a direct company from Cudahy to Wausau in Being a resource sales force in 2010 further bolstered sales 1996 supplied a rare opportunity to craft Part of Piper’s success formula has been and gross margins. Says Sweeney, “We are a new culture. “It took a while for people the acquisition of outside technologies just trying to be a resource for those guys, to really feel that way, but now I feel that and product lines that have given it to give them what ultimately they are people here are very confident that they access to additional markets. In 2000, the going to need to get that customer back in can make a difference. They are the ones company secured assets from Southern their stores.” making us grow.” Equipment Company and licensed its Indeed, Piper has flourished by Successful companies respond technology, resulting in a 46% jump in making itself a dependable resource for directly and quickly to their customers, sales. Next, Piper purchased the Chef its customer. As Sweeney notes, “Our he explains, and so does Piper. “What do System oven line to fill a niche with tagline is that we are the food-focused you see at any company whose products equipment for cooking meats. In 2006 equipment company.” In fact, its staff you buy? Well, the first thing you see is, Sweeney bought Servolift Eastern Corp., includes four culinary-degree chefs who when you call, do they pick up the phone? which raised Piper’s sales by 103% in the are also product specialists and can Do they return your phone call? Are you first year. work with a school cafeteria or getting a timely estimate? If you do have R&D Fixtures was another addition, institutional programme. “We look at a problem with your product, are you a move that has strengthened Piper in our products as being weapons in their

31 TITANS OF INDUSTRY

arsenal. We work with the end-user to find out what they are trying to CONSULTANTS: A VALUABLE COMMODITY accomplish, and then use the products Foodservice consultants, Tony Sweeney has long we make to help make their dream and recognised, play a crucial role. Foodservice operators their plans come true.” in all segments, he says, “need resources. They are Innovation has always been a priority. struggling to do this.” Piper, of course, has worked hard For example, plant crews used to take to be one of those resources. two to three hours to set up a press, “bang out as many single parts as you possibly “That, by the way, is why we have been successful,” could” and store them in inventory, Sweeney explains. “We have culinary degree people Sweeney recalls. “You would be making on staff, we have people who have owned their own all those parts that maybe you didn’t restaurants, and people who have worked in large even have orders for. Not only are you institutions and know how to do institutional feeding. buying metal you don’t need to buy right And so that is where the consultants come in. They now, but you are spending on the labour know how to design this system to help these markets.” that you don’t need to spend for right now – and you are keeping all the stuff in Sweeney cannily points out the foodservice industry inventory that you don’t necessarily have Piper Products’ equipment at Oceans Resort Casino, Atlantic City is undergoing what he calls a changing of the guard. to have.” “It’s pretty interesting: in all facets of the business Today, however, “if you have an order “If we found a company that has you’ve got an older generation that has been there for one, you make one,” he continues. for a long, long time. There’s a new group coming in “You had to eliminate all the setup out a unique product that we could that doesn’t have that background, that base. That’s the back so you could respond to your fit into our arsenal, and that what makes the FCSI member consultants even more customers faster. That is where we have could help our customers, sure, important – they can help out companies that need this really been focusing.” talent and this resource.” The company has also made we would look at it” green manufacturing a priority. “We are continually striving to exceed always looking for that other product that Jennifer, his wife of three decades, Department of Energy and Energy could really help us be more of a resource with whom he has three children, ably Star requirements and they all have for our customers. If we found a company handles those numbers as CFO. “She Piper’s Food Safe certification [which is that has a unique product that we could always has the accurate information so we trademarked by Piper].” fit into our arsenal, and that could help know where we are at all times to make our customers, sure, we would look at it.” smarter business decisions. She’s as much Staying ahead Sweeney admits he gets “a little of the reason we are successful as I am.” An ongoing task is to monitor and choked up” as he looks back on his career. And the future? When it comes to respond to the ways that Piper’s various Starting out in the factory, he recalls growth ahead, Sweeney says he is seeing market segments continue to change “getting my hands dirty, the smell of a “really big uptick” for Piper in terms of even as the lines between them blur. metal, learning the differences between school business, and convenience stores “The convenience stores and stainless and other kinds of steel and and supermarkets “are really going after supermarkets are going after that fast- watching the working guy out on the the chain restaurants to try to get that food business,” Sweeney observes. “Five plant floor.” healthy meal. It’s easy to eat unhealthy or 10 years ago it was really clear what From his Father, Roger, founder of the but it’s hard to eat healthy, so the the chains were doing and what the company, he learned, among other things, supermarkets and convenience stores are supermarkets were doing. Now, you see a that “you have to know the numbers. You going full bore to try to provide healthy big overlap.” have to have, for instance, an accurate bill meals easily.” Sweeney says he is “not trying to grow of materials for a product. Even though Restaurants, particularly in the casual by leaps and bounds.” He is not looking we were a small company, we never segment, are fighting back by “really for expansion opportunities outside thought that just having cash in your trying to change their menus. They the US, nor does he have any additional drawer meant you were successful. There realise they are losing some business, and acquisitions in the offing, though he says is a whole big step other than that, and it are trying to work on that.” more deals remain a possibility. “We are starts with the numbers.” Piper Products will be there to help.

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she served from 1968 until 1992 as the director of food and nutrition services. Puckett’s unofficial “debut” into the realm of consulting and one of her greatest achievements at Shands came about in the early 1990s when the hospital petitioned for a total renovation of the existing foodservice programme. “It was to be a $14m project and the consultant wasn’t agreeing with anything anyone said and I spoke up about some of LIFELONG LEARNING the things I knew we would need for the department,” Puckett says, recalling one of the first project meetings. “Suddenly the administrator stood up and said: ‘Ruby will After more than four decades in the be the leader of this renovation. What she foodservice industry, hundreds of published says she gets’.” works and countless awards, this is what This event cleared Puckett’s path to be experimental and innovative when it Ruby Parker Puckett FFCSI says continues came to revamping the servery at the time. to be her ongoing commitment, in both her She implemented an expansive cook-chill personal life and her work, notes Amelia Levin programme, added an ice cream shop, high-end pizza station, fast food ‘mall’ and private dining space, all the while making sure that the kitchen and cafeteria would be gorgeous with beautiful designs and artwork. “I didn’t know a lot about plumbing or electricity, but I had to learn fast on that project,” says Puckett, who uby Parker Puckett FFCSI certainly grandfather offering corn syrup to friends became the first department director to walks the talk; her resume reads like and neighbours struggling to make ends be appointed as the project manager for a novel. Her energy and enthusiasm meet during that time. the total renovation of any part of the R for all her many activities and At Woodlawn High School in hospital. This was one of Shands’ largest undertakings is contagious. She has taught, Birmingham (from which she would later comprehensive projects and earned trained and mentored thousands of dietary earn an Alumni Hall of Fame award), recognition as a trailblazing endeavour in managers and other industry professionals. Puckett was drawn to chemistry, but a variety of industry magazines. Having known of and interviewed it was later, while studying at Auburn “We worked around the clock and Puckett over the last decade, I feel University that she decided to apply her never missed a meal, continuing to serve honoured to capture her life and career love of chemistry to home economics and 5,000 meals a day,” Puckett says. “I was the in this article, yet terrified. How does one nutrition, as she didn’t want to end up in only woman and the ‘big cheese’ on the “sum up” a legend? a lab somewhere. project. We all worked together so well.” Puckett went on to complete her It was the pinnacle of Puckett’s work Early years internship at Henry Ford Hospital in at Shands, and soon after it was time to Growing up on her grandfather’s farm in Michigan and after serving as a dietitian move on. She left to start her own business Birmingham, Alabama, where her family at other hospitals, she earned her MA in 1995, Foodservice Management moved after the depression, Puckett in Healthcare Science Education from Consultants. In this capacity, she worked counts her grandfather as one of the Central Michigan University. nationally with major university hospital most influential people in her life. “He She spent the majority of her career, foodservice departments, developed taught me how to ride a horse, how to fish, however, at Shands Hospital, originally an HACCP programmes as well as other how to relate to and treat others,” she independent hospital that later become educational programmes, and continued says, recalling a powerful memory of her part of the University of Florida. There, to publish regularly.

35 THE FCSI INTERVIEW

“As a long-time Floridian, I have been others,” she says. “I think this has led to Panhandle. Michael was only one of three the improvement of foodservice in many category fi ve hurricanes to have made through a number of hurricanes, institutions, and especially in nursing landfall in the Panhandle since 1950 and tornadoes and floods” home and extended care facilities.” one of the strongest to hit the US directly And now, 46 years later, Puckett in 14 years. Even then, fl ooding remained a remains involved in the programme on an problem in the Carolinas, still reeling from Teaching and education advisory level. “To continue helping people Hurricane Florence a week prior. While at Shands, Puckett taught systems improve their lifestyle,” she says. Lately, “First, you need to have a plan, plus management at the University of Florida, there’s been a growing interest in medical plenty of water,” she says. “Then canned but one of her greatest accomplishments nutrition therapy and teaching chefs, food and an agreement with your vendors was, and continues to be, her work dietitians and foodservice directors about to drop off a list of supplies that you come with the Dietary Managers Training the medical benefi ts of various foods. up with ahead of time.” Sounds simple, but professional certifi cate programme. this is the stuff that literally saves lives. She founded it in 1972 and it has since Publications and disaster relief expanded to an online programme. Puckett’s list of publications is impressive. Associations The award-winning continuing One of her most notable works is the It would take days to talk about Puckett’s education programme, which has enrolled AHA’s Food Service Manual for Healthcare involvement in the Academy of Nutrition over 40,000 students internationally, Institutions (revised by Puckett in 2004 and Dietetics (AND), but let me throw out educates foodservice personnel on with the fourth edition published in just a few of her many achievements with management systems, nutrition and 2013) and co-author of Food Service this association: she was instrumental medical nutrition therapy to become Management: A Systems Approach to in the inception and growth of the Certifi ed Dietary Managers. Since its Healthcare and Institutions. She has Management in Food and Nutrition inception, Puckett has served as the authored countless other papers, and System Practice Group, serving as chair programme director and author of all has published 12 books, six chapters in three times. She has also served as a training materials as well as a mentor to other text books, and given over 435 committee chair, board member or district many in their careers. presentations to local, state, national and board member in a variety of capacities, She has also developed and provided international audiences. Puckett estimates and even served as a Florida Legislative education materials, free of charge, to she publishes six to 10 articles each year representative to the ADA. colleges, universities and dietitians in and remains on the editorial advisory Most of Puckett’s involvement in FCSI England, Japan, Hong Kong, Australia, board for a variety of publications. centred, until December 2018 when she Jordan, Saudi Arabia, the Bahamas and Disaster relief has been an integral “retired,” on the association’s Educational Puerto Rico. Some of her work has even part of Puckett’s consulting, teaching Foundation. She served as president and been translated into other languages. and published works. She co-authored also took turns serving as treasurer and The inspiration for the programme Disaster and Emergency Preparedness director. Puckett spent three years on stemmed from her experience as a teacher in Food Service Operations with Char the board of directors for the American for a foodservice supervisor course Norton FFCSI, published by the American Division (TAD), authored the revised Code off ered by the Academy of Nutrition and Dietetic Association in 2003, and has since of Ethics, and even served on the task force Dietetics (formerly the American Dietetic written articles and papers on the subject. to develop the FCSI TAD magazine. Association) in Tennessee where she “As a long-time Floridian, I have In 2012, Puckett became the second RD was working at the time. After moving been through a number of hurricanes, and fourth woman ever to be inducted in to Florida, she approached University of tornadoes and fl oods,” says Puckett, who, FCSI’s prestigious Council of Fellows, the Florida Division of Continuing Education in addition to publishing works on the highest honour given by the association. to implement the new programme. subject, working with the Red Cross and “I remember that day so well,” Puckett About fi ve years ago, the programme other disaster task forces, has expanded says. “I had my speech all written out, but went completely online. “This programme her management consultant services to up on the stage my pages got mixed up has been helpful for those working in include disaster and emergency planning. and tears started to come into my eyes institutional foodservice management and She has even travelled with the military to because I had taken so long to write it especially healthcare, when in the past you evaluate foodservice operations and mess might have had a handful of cooks running halls around the world. Among Puckett’s many activities on behalf of FCSI the kitchen, now there’s someone who Ironically, as we spoke, Hurricane was to be part of a task force to

knows why we do certain things and not Michael was slamming against the Florida develop the FCSI TAD magazine KETTERMAN RYAN

36 Ruby’s recognition Distinguished Service Award (Dietary Manager Association) The FCSI Robert Pacifico ‘Doing well by doing Good’ (2010) Establishment of the Ruby P. Puckett Leadership Award (ADAF) Marjorie Hulsizer Copher award; Award for Excellence in Management Practice, and Medallion Award for meritorious service (Academy of Nutrition and Dietetics, formally American Dietetic Association) Silver Plate Award for Healthcare, Ivy Award of Restaurateurs of Distinction, and Distinguished Pace Setters Award from the Round Table of Women in Foodservice (IFMA) Alumni of the Year (Auburn College of Human Science) Nominated and recognised by Florida’s Women’s Hall of Fame Grace M. Shugart Memorial Lecturer (University of Kansas) Women of Distinction (Santa Fe College) Fellow of FCSI (2012)

“It’s nice to live your dreams and feel like (even though the society is named after a raised countless funds for Shands, her old you helped someone along the way, and Greek goddess). Since then she has helped stomping ground. I’m not even halfway recruit four other women. through her list of charity activities. to have a loving family through it all” Though her extensive work, writing Charity and family and activities paint the picture of all we Throughout her career in education know and respect about Puckett, family and remember all the people I wanted to and service, giving back remains an remains the most important thing to thank. I am still emotional about it; it was important part of Puckett’s personal her. She is married to Larry W. Puckett, a special honour, and so many people had mission. She has served as a member of her high school sweetheart, with whom been supportive of me over the years. I the Gainesville Woman’s Club working she has two daughters, six grandchildren remember looking out and one of those on food safety and cardiovascular disease. and seven great-grandchildren. “I am people was smiling at me and I just lost it.” She and her husband have worked with so blessed to have a loving husband and Only one other honour has held a Altrusa International to help local schools family,” says Puckett, who has enjoyed fl ame to the FFCSI designation; her promote reading and raising funds to camping, hiking and white-water rafting invitation in 2010, based on her academic send underprivileged children to summer adventures with her family over the years. achievements, to become part of the camp. She was a speaker/instructor for “It’s nice to live many of your dreams Athenaeum Society of the University of the Black Senior Citizen Organization and and feel like you helped someone along the Florida. The society was founded in 1905 the Catholic Women, where she provided way, and to have a loving family through it and had never had a woman member handouts and free counselling. She has all,” she says. “I’ve had a marvellous life.”

For more go to fcsi.org 37 FOOD WASTE: THE GREAT DEBATE The subject of food waste continues to dominate industry headlines. A special roundtable organised in London, UK, supported by Meiko and featuring FCSI members, tackled this pressing issue head on

On 4 December 2018 at Westminster by a roundtable, chaired by Foodservice break them down and give our students Kingsway College, London, a panel of UK Consultant, that sought to capture the an understanding of that ‘field to table’ experts, including FCSI Professional and expertise in the room and look to a future message. In the cafeteria we’ve done Allied members, assembled to discuss of managed, measured and, ultimately, some work on using some products innovative ways for operators to deal with reduced food waste. – knives, forks and plates – that are food waste, how legislation will shape the biodegradable and we’re trying to cut out issue in the future and how foodservice Michael Jones (MJ): Why is dealing effectively as much plastic as we can. We’re getting consultants can provide essential with food waste important to you and there, slowly, but we haven’t got it 100% guidance on the subject. your organisation? right. With the sustainability of fish and meat, we’re there. It’s basically working The event, attended by an audience Jose Souto (JS): The basic question of food with all the other stuff to see how far we of consultants, operators and waste, and more so, sustainability, of can go with it. manufacturers, was supported by Meiko individual products, is high on the agenda and began with presentations from Paul and core to our teaching at the college. Mick Jary (MJA): I’ve worked in catering since Anderson, managing director, Meiko UK; We are creating the next generation the age of 17. The industry’s given me Mick Jary, specification manager, Meiko of chefs and they need to understand everything and I’d like to be able to put Group, Pascal Walter, area sales manager about it. With students, we’re ensuring something back into it. I’ve seen catering export, Meiko Green and Keith Warren, we get maximum yield out of whatever go through so many transitions and I director, Catering Equipment Suppliers food we’re using. We go back to basics. understand the problems our industry Association (CESA). These were followed We don’t waste. We’ll get carcasses in, can cause to the environment. One third

38 ROUNDTABLE: FOOD WASTE

of everything we produce on this planet heavily involved with the Courtauld part of the animal, so, it’s always been is going to waste. And to produce it takes Commitment 2025, the Hospitality a part of me. Working in the industry, 25% of the world’s water. That to me and Food Service Agreement and Love I just see so much waste and I’d like to is an unbelievable statistic. We have to Food Hate Waste. So, I have a nodding make a difference. try to leave something for our kids and acquaintance with the principles of food grandkids because our generation is waste reduction and the scale of the Paul Wright (PW): Over the last few years responsible for a lot of the problems. problem. I now work with LeanPath, Tricon has got more involved in which is the global leader for food developing waste management and Matthew Merritt-Harrison (MMH): My interest waste measurement and prevention reduction systems. It’s more to do with in food waste goes back to when I did for commercial kitchens. We work with what you do with the waste, rather than research at Sheffield Hallam University customers, foodservice organisations who how you actually reduce it. Waste is into the causes and quantity of food want to reduce their food waste. They money. In this case, we’re driven more waste in the NHS. I’ve also done further want to change some of the entrenched now by the consumer, who is focussing on research into food waste for government behaviours that lead to food waste. That’s sustainability and the environment. departments. It’s a huge issue. In really the difficult bit. Zimbabwe, Venezuela and Syria people MJ: Is enough being done with regards are starving. There is no issue with the Paulo Pegoraro (PP): I work for Nobu to tackling the issue of food waste in amount of food, it’s about the distribution restaurants. I started to think about commercial kitchens? of food. As we throw food away in this waste and sustainability from a very country, we are effectively taking it out of young age. My parents are of an Italian LR: No. There is not the education out the mouths of people elsewhere. background and I remember us making there. I don’t think people know what’s soap to wash our clothes. We used every on the market in terms of systems. > Ivor Turner (IT): The most important thing is sustainability. I’m heavily involved in reducing single use plastic at the moment. I want to try to change the ATTENDEES Michael Jones (chair) Mick Jary (host) Liz Rose mindset of people. Because whatever we Michael Jones, Foodservice do today is not going to impact for a long Consultant (chair) while, but everything we do today will Mick Jary, Meiko (host) impact positively. I was a chef many years Liz Rose FCSI, A&E Catering ago and we never wasted any food. We’ve Design got to teach the generations ahead of us Matthew Merritt-Harrison that we’re not a throwaway society. We FCSI, Merritt-Harrison Catering have to start respecting food. Consultancy Jose Souto, Westminster Matthew Merritt-Harrison Jose Souto Ivor Turner Liz Rose (LR): My passion with food waste Kingsway College Ivor Turner, Lensbury Club started when I was involved with a private Tom Mansel-Playdell, school. I sat in the restaurant observing Leanpath the operation and watching these bins Paulo Pegoraro, Nobu fill to overflowing. I was brutally aware Paul Wright, Tricon that we have a society of young people at that time who had no respect for food – it was either that or the food was absolutely awful. What I want to do as a consultant Tom Mansel-Playdell Paulo Pegoraro Paul Wright is advise my clients, with some element of due diligence, as to what they should be doing to improve their ROI, but also ensure they have a sense of responsibility.

Tom Mansel-Pleydell (TMP): I came to LeanPath from WRAP, where I got very

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Even if they did, I don’t think they’d know what system was right for them. That’s part of my job – to pass that information on. One of the challenges I have on the design side of a project is getting everyone else, whether that be building services or architectural design, to buy into what I think is important. There’s more awareness about general building responsibility, but when it comes to front-of-house space versus back-of- house, we still have huge challenges, because in their view back-of-house space doesn’t generate income. We’re trying to get an operation into a smaller footprint. It’s an ongoing battle for customers to see the gain of that investment and what it will give them back in reduced costs for the operations.

MMH: Are caterers that interested in this? Most of them are, but their main driver is financial. Why? Because that’s a do, but that cost is for the benefit of the to explain and teach them how to work quantifiable measurement. future, not necessarily today. Across the as a team and be mindful of what’s in industry senior management need to take the fridge and achieve the minimum IT: At the end of the day we’re running responsibility and say ‘yes, we’re going to amount of waste. A lot of chefs don’t a business to make money and it needs go down that road. We’ll take the 1% hit have the field-to-table experience or the the senior management of any business on our food costs because we’ll go to local respect for the food. When my students to support sustainability. I’m lucky: the suppliers where you can have a one-stop throw a piece of meat or fish in the bin, CEO and FD have always supported my shop and have food delivered as we need it should almost physically hurt them to approach to sustainability. That’s not the it, rather than waste it’. You try not to do that because an animal has given its case in all other places. It’s about all of us overproduce but you do. I try to give food life for them to be able to prepare it. We tackling this for the future of the planet. away to charity, but it’s difficult unless it’s are not shy of taking our guys out to visit At some stage there is a cost to what we in a tin. To me that’s stupid. abattoirs and fish farms. It gives them a deeper understanding and respect for the PP: I did a control period to try to basic product they’re using. assess what sort of food waste we were producing and throwing out. We had PP: When we used to burn or overcook three or four bins collected twice daily. something we thought, a) we’d failed About 60-70% of that was food waste. The and b) we’d cost the owner some money. amount of waste is shocking. I’ve been If you look at somebody’s fridge in their educating my colleagues on the changing house, I’ll guarantee they’re throwing laws and regulations that are coming out. away 20% of that food. When I was a We’re going to have to do this sooner or child that never happened. It’s a way later and it is going to pay back further of thinking. on, as well as protecting the future. MJA: Food is too accessible. It’s a JS: At Nobu, Paulo, you have got a set throwaway culture. Until legislation kitchen, with X amount of professional starts to hit home, people’s priority is chefs, but it’s difficult as I have a five- not to reduce that waste. If you watch week rotation [of students]. We’re trying MasterChef: The Professionals, they take >

41 two slices of cauliflower and put the rest in the bin. The message that is sending out, because all the trainees are probably watching that show, is terrible.

JS: With a Michelin-star standard, there’s a heck of a lot of trim on a fish before it goes onto a chef’s plate. But there’s a use for that trim. I’m lucky here, I have two restaurants downstairs, one is a brasserie and one is fine dining with a seven-course tasting menu. It is huge but any trim that comes out of there I have an outlet for it. This week I’ve got frozen sea cod – a sustainable fish. We get smallish fillets, but the rest is cured, smoked and made into little fishcakes too. We do the same when we break down a meat carcass.

PW: If you go to a high-volume, low-cost restaurant, you’re controlling your food cost and ultimately that can lead to savings for your business. The thing that MJ: How long does it take to do a full audit PW: What issues do you find specifically surprised me is that in other sectors the of a client’s food waste output? between kitchen waste and plate waste? drive to decrease food waste is actually coming from the sustainability and TMP: We’ll spec out what kind of tracker TMP: It really varies hugely between environmental angle more than the customers need. We’ve got cameras, floor organisations. With customers who have financial. It’s almost as if the financials scales and tablet-only only solutions. buffets, plate waste can form anything come second. Unfortunately, the cost to We’ll figure out how that’s going to stack up to 60% of the waste stream. People control food wastage has been too high. up against their food spend, then we’ll put see this ‘cornucopia’ and there’s a sort Because clients want service at a cost, it the tracker and launch the programme. of feeding frenzy. Next, you’re scraping they are not prepared to invest the time We’ll also have trainers to gauge the tonnes of plate waste away. One of my and resources, which equals cost, to operators’ food champion, someone like colleagues was recently in a Macau casino control food waste. Jose, who says ‘this is how we’re going to where the buffet was 200 yards long and play it from now on, ad infinitum’. it was producing six tonnes of food waste a month. MMH: Avoidable food waste needs to be tackled. A good food production MJA: I was at a hotel in Singapore that, on management control system will do that. average, does about 5,000 covers a day. But any decent caterer will go through All their food waste is composted and a process of planning, production and sold back to the Singapore government. menu so you don’t order 10 kilos of Everything is profit from 5,000 covers. meat if you don’t need it. You actually plan the production and minimise your LR: There was a time we were designing waste – dealing with it before it becomes free-flow serveries, and architects a problem. told us: ‘Design it to look as opulent as possible’. So we had these massive TMP: Most of the problem comes from counters full of food. That’s now changed. production not compliance. That is Things are portioned now and there are one of the key behaviours leading to the different methods of presenting food. over-production. I’m seeing more ‘call order’ for meals. ROUNDTABLE: FOOD WASTE

The days of the salad bar might be on the decline, but we still are being driven by that retail experience. Operators such as Costa or Starbucks have rows of packaged sandwiches and there are companies who want to recreate that in their environment. There’s still a lot of pressure from the consumer in terms of expectations in that respect.

MJ: How do you deliver what clients want, but still not waste food?

IT: That’s such a difficult one. We’ve just had the New Zealand, Japan and Australia rugby teams staying with us for five weeks. They would eat something like 20 trays of eggs for breakfast, for example. We also have 270 staff to feed, so if there is any waste they get very up-market food for five weeks, so they’re happy. I think you can re-utilise it. We do a summer ball with massive buffets and similarly, if we run out of an item, we run out of an item. We won’t over produce any more. The new executive head chefs coming through now see that, because it’s about the margins as well.

MJ: They’ve probably all been trained by Jose.

PP: Absolutely! They’ve got to hit the margins at the end of the day and I think that makes [chefs] look at it differently. Today, you can create so many great buffets without much food on them through technology – using lights and different sorts of levels.

MJA: But I think ‘high quality and less’ is the way it is now. I have an executive chef contact who did two plated main courses a day. I asked if they had any problem with food waste and he said no, and pointed to the end of the counter, which had yesterday’s plates, chilled down, with cling film on, sold for half the price. People would buy them and reheat them in the microwave because the food The event featured an audience of leading UK operators and foodservice consultants such as Derek Horn FCSI and Ken Winch FFCSI (top) and expert there was so good. > presentations from Mick Jary of Meiko Group and Pascal Walter of Meiko Green (middle); Paul Anderson of Meiko UK and CESA’s Keith Warren (bottom)

43 ROUNDTABLE: FOOD WASTE

MJ: Paolo, are you noticing a change in mindset from your customers?

PP: The customers always want more. Sometimes guests will come in and see this massive display of seafood. There can be two tables dining and they’ll complete with each other. They’ll go: ‘Well, we’ll have two of those’, which just took the chefs 45 minutes to prepare. We’ll bring two out and they won’t touch it. On that sort of stuff there’s a lot of waste – what doesn’t get eaten goes in the bin.

MJ: Would you like to see more intervention from the government in terms of legislation?

MMH: Ultimately, if the industry doesn’t respond to it, the government will legislate. We’ve seen it already in Scotland with disposable coffee cups, if the industry doesn’t respond, we’re MJ: Are you positive the industry is getting children understand how food gets to the going to find them banned. Because it’s to grips with food waste? plate. That will then generate, naturally, a unsustainable that only 1% of single-use respect for what they do with it. cups are recyclable. For one of our clients JS: Yes. Certain sectors have still got in Scotland we have been involved in blinkers on. They just don’t see it as TMP: Definitely. We’re seeing an taking out all of the coffee cups and we’re ‘a thing’. I would hope we are at the alignment of the commercial, social working through the disposable cutlery stage where we give more exposure to and environmental case. It’s all stacking as well. At the beginning of the process I the subject, so people can make more up now and it’s a no brainer for more wasn’t sure if it was going to work’. It has, respectful judgements. companies that food waste reduction is and if it can be done in that public sector something they should strongly embrace. environment, it can then be fed down to MJA: I think the industry is at a tipping the rest of the public sector. point. The more said in the media about PP: Yes. It is gaining momentum. There it, the more will happen. We need to has to be more education – the more we support it and provide education. speak about it, the more exposure it gets, the more that will be done. MMH: Some of the industry has, but places such as value offer pubs – where you get PW: Yes, and it’s being driven by the the second portion of meat for half the consumer, but there’s potential for cost on the same plate – I don’t think increasing awareness of the financial have. That’s just unethical. impact of food waste. The point of this is to make sure you do this in a controlled IT: I think there is a growing passion. The fashion so you can actually drive the younger people coming through, the 20 quality at the same time. to 25-year olds, are realising they have to look after their environment. That’s a good thing. Foodservice Consultant would like to LR: There is a change, but I’d like to see the thank Meiko for their valued support

education starting in primary schools so in hosting and supporting this event. ANDREWS MATTHEW

44 For more go to fcsi.org Professional warewashing technology

Time only moves forward – and we’re determined to do our best for future generations. So how do MEIKO’s clean solutions promote sustainability? By reducing the use of water, energy and chemicals. By promoting efficient heat recovery and the use of recyclable materials. And by using outstanding technology to prepare food waste for biogas plants and other forms of reuse. Our bubbling fountain of ideas never runs dry. For example, we use the waste heat from our production machines to heat our production hall. Because it’s always best to start on your own doorstep when it comes to environmental protection and sustainability. www.meiko.info 46 OPERATOR PROFILE

we fail to perform we’ll just blame it on Brexit, but the moment you take that word out of the conversation, you think about it differently,” he says. A NEW Neuner can reflect on his first full year in what is a turbulent market for the four high-end restaurant brands of the group: Cantonese restaurant chain Hakkasan, Japanese teahouse Yauatcha, nightspot FOCUS Ling Ling and Japanese restaurant Sake no Hana have all had challenges and he Hakkasan Group has has set out plans for each of them. weathered the many recent storms in the A trained workforce Aside from Brexit Neuner points to two global restaurant specific problems in the sector that have market. Operations caused so many operators to hit trouble: VP Michael Neuner over saturation and over promotion. FCSI tells Tina “There was such a saturation of Nielsen what’s next the market with too many mediocre restaurants where venture capitalists felt they had a license to print money and then didn’t necessarily put in the right level of management and the right training,” he explains. “Our sector is phenomenal in making one mistake and that is lack of investment in training, which in turn leads to over promotion. You put people in a position they are not qualified for and they face big problems.” This, he says, is a worldwide problem, but particularly prevalent in the UK or foodservice operators in all due to a shortage of staff. “The influx Fsegments across the world 2018 was of workforce we used to rely on so tough, with closures and bankruptcies tremendously has become borderline more prevalent than anybody would be non existent and that is a problem. It is comfortable with. In the UK alone, the very difficult to attract people back in,” he number of restaurant insolvencies was says. That, surely, is Brexit related? “Yes, up by 24% last year, topping 1,000 for the and if you are a UK only organisation you first time, according to accountancy firm can explain that, but essentially it goes Moore Stephens. back to one thing and that is to take care Michael Neuner FCSI, the VP of of your team members and understand operations for Hakkasan Group since the what is important to them. Mutual summer of 2017, is in no doubt: 2019 will understanding builds trust.” be harder still. “We’re certainly facing Neuner came to the Hakkasan Group challenges we never faced before,” he after a 30-year career in hospitality that says. Meaning Brexit presumably? “Well, I have decided to ban the word Brexit Clockwise from top left; Hakkasan, Mayfair, because it is too often being used as an Lobster dumplings at Yauatcha City, Hideki excuse for not achieving anything – if Hiwatashi of Sake no Hana and Ling Ling in Mykonos

47 OPERATOR PROFILE

has seen him go from hotel school in Shanghai, Dubai, Vegas and London. Switzerland to joining Paul Bocuse in A sprawling business indeed and until Lyon, France. He then set off on a truly recently it was lacking the required focus international adventure – from Walt to seriously grow, according to Neuner. Disney World in Florida and Mandarin “We have been working to create more Oriental in San Francisco to heading up focus and alignment as we think we the food division of exclusive UK retailer can do things better and progress Harrods and spearheading the expansion quicker,” he says. of fast-casual operator Bagel Factory. He started his own consultancy Clear brand propositions Neuner & Associates in 2007 and To trace the origins of the group, let’s go worked on projects including Circle Bath back to 2001 when culinary innovator Hospital where he collaborated with and restaurateur Alan Yau opened the renowned architect Sir Norman Foster. doors to the first Hakkasan in London. It was different from anything else on the Doing better market at the time; take the location first That he ended up joining Hakkasan was of all. In a backstreet in central London, it by chance – he met Gert Kopera, the was set inside a former underground car executive VP and after discussing the park. The atmosphere was also different: possibility he decided to give it a go. loud music, dimmed lighting giving it He says the past 18 months have been more of a clubby atmosphere. a “phenomenal educational process”. One of the first things that happened after he joined was the division of the “We are having constant group into Hakkasan operations and conversations about where does Hakkasan brand. For an organisation that has run as one since it started, this brand start and where does it has been challenging. “We are having stop? What is operational and constant conversations about where what is a brand decision?” does brand start and where does it stop? What is operational and what is a brand decision?” he says. “We are in no way Neuner, at the time, was living and perfect, but we are a lot clearer today working in London; he visited on the than we were when we set off.” second day after opening. “I walked in In addition to the four key brands the and I said, ‘how will this ever work?’. But Hakkasan Group is made up of a host – how wrong was I,” he says. too many according to Neuner – of single Despite holding three Michelin stars brand restaurants; globally the group – indicating the serious attention to boasts a total of 75 restaurants. food – Hakkasan does not consider itself London sits at the core of the to be in the food and beverage business, restaurants, as the centre for culinary but in the experience business. “Food is excellence. The British capital is also very important and we are proud to hold the brand centre for the four main Michelin stars on three restaurants, but it brands. The nightlife division meanwhile is only a part of it,” says Neuner. is headquartered in Las Vegas. The A large part of the conversations he group has offices across the world in has had since coming into the role have been about becoming clearer on the various brand propositions. While the Clockwise from top left: Michael Neuner, cod and caviar dumplings, Hideki other brands may have some flexibility, Hiwatashi, Ling Ling Marrakesh Hakkasan does not.

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OPERATOR PROFILE

“Hakkasan is a black box, it has these limit, but as dim sum remains popular points out. It is also very successful: the brand components that are inflexible. It anything above a million or two million transaction value in Ling Ling is higher has a strict menu; almost the same across citizens in a city would support a than in Hakkasan, due to the simple fact the world and we don’t really adapt to the Yauatcha,” says Neuner. “We are working that dwell time is longer and alcohol adds local market,” he says. “It is almost always on Yauatcha 2.0; a new model with up on a bill in a way food doesn’t. located in the basement and we have a several components and we are then lounge-type atmosphere. We never have trying to take parts of these components Finding the right partner open dining rooms, but equally we never into various footprints whether this is a Given that, after the opening of Yauatcha have closed private dining rooms; it is at high-end shopping centre or an airport – in 2004, the group didn’t open another best a semi-private dining area.” somewhere we can cover more than two site until 2011 when they launched Today there are Hakkasans in London meal periods. We are hopefully looking to Japanese restaurant Sake no Hana, this (two), Shanghai, Miami, San Francisco open our first one next year.” does feel like a group that has taken its and there are two in India. There’s a limit There are several factors that restrict time building up. Somehow 17 years to the scale, says Neuner. “I see at most growth – one of them is the cost of a after launching the first site it feels like another three or four globally – the back skilled workforce. The skill set required early days. of house is a huge operation and if you to make dim sum is among the most With Sake no Hana came a slew of can’t guarantee 500 covers a day you expensive you will find on the culinary other openings – Hakkasan Mayfair won’t make money,” he says. “It depends market today, according to Neuner. opened in London and in the years after on the purchasing power of the city.” “With the influx of additional players followed Ling Ling bars in Mykonos, A hospitality genius Yau may be, but into the London market these skillsets Marrakesh and Oslo. says Neuner his focus on innovation are just more in demand. They are Neuner links the rate of growth to a meant he “never finished a project. He lack of clear focus within the group. had this mixture of vision and desire “Sometimes in the past we have had to achieve something. When you have The skill set required to make this arrogance within Hakkasan Group; people with so much drive and so much dim sum is among the most we have said, ‘we will open and they will inspiration there is a need for the come’,” he says. “In my mind we have innovation process to stop at one point. expensive you will find on made too many mistakes and as a result If you constantly go through change it the culinary market today, we have closed too many restaurants. doesn’t work,” says Neuner. according to Neuner I think we have learnt from it. We have Regardless, Hakkasan Hanway Place changed management and we have a turned out to be a huge success and more sales-focused approach.” three years later Yau followed up with among the most expensive chefs you find Key to a successful opening in a his Japanese tea house and restaurant in London at the moment.” new market is finding the right partner Yauatcha. Located in London’s Soho The focus on the broader experience to work with. “We believe in a simple neighbourhood, the site was split in rather than a narrow focus on the food fact that locals know best; we know the two: the Japanese tea house on the and drink was a popular formula for experience we can bring to the table ground floor and in the basement a the successful operators at the time but we also know our limitations,” he restaurant. It quickly became evident in the early to mid-2000s. “Hakkasan says. “The location doesn’t matter – if that the restaurant was more successful and Yauatcha were both different, but you don’t take the time to understand than the tea house and in time the ground don’t forget there were also places like the local market you have very little floor was converted to restaurant too. Nobu, Zuma and Roka. At the time there chance of being successful. There are Neuner says there are huge plans afoot was a huge appetite for ploughing large characteristics it takes time to discover.” for the Yauatcha brand, currently present amounts of money into restaurants So what’s right for London might not in India, Jakarta, Riyadh and in Houston and what these all did was create an be right for Berlin, he says, and what’s as well as in London. experience,” explains Neuner. right for Rome is definitely not right for “I don’t want to say the sky is the Ling Ling, the group’s third brand Milan. He points to Nobu as an example started out as a more drinks-led concept, – the Japanese restaurant, backed but today food is equally important. It by Robert De Niro, is phenomenally Clockwise from top left: food different due to its clubby vibe; at Hakkasan Hanway; when it cocktail from Sake no Hana; has an element of what Neuner calls successful in its first two locations in opened Hakkasan Hanway was Ling Ling Oslo opened in 2017 late night. “It is not a night club,” he London, but the latest site in the trendy

51 OPERATOR PROFILE

Shoreditch area not so much. “The location doesn’t matter the set menus from the back to the front “You think London is a huge city – if you don’t take the time to of the menu and we are looking at a 10% but essentially it is a collection of small improvement in revenue across the villages and they all have their own understand the local market board. Those who have never been with drivers and consumer behaviours. There you have very little chance of us before, now feel more comfortable is no space for arrogance or carelessness; being successful” that there is formula to follow and once if you are investing the kind of money you understand this you can move on we are, getting it wrong really hurts,” to the à la carte,” he says. “You need to he says. “Our choice is to find the right our numbers from the past,” he says. put yourself at the level of the customer, partner – we would never have achieved For 2018 the big exercise for the drop the arrogance and make yourself what we have in India without a partner.” group was to follow the spirit that less accessible,” he says. is more. “We had to reduce to our core In the future he foresees a sharp Open to new adventures competencies, figure out what we are focus on people and an openness to Neuner, may be looking ahead to what really good at and what our signature pursue new avenues for the core he terms as the most challenging year items are,” he says. brands. Even with the considerable yet, but he is in a far better place than What needed changing? Keen to challenges on the horizon he looks to he was half way through 2018. “We had observe and learn when he first joined, more sites opening. “I foresee anywhere such a strong dip in the first six months Neuner didn’t make many changes to between two and optimistically speaking of the last year, but we sat down and start off but he did start picking up on four or five restaurants next year in we analysed everything and put some the things that stood out to him. Take Europe. But I am mostly excited about changes in place and we started hitting the Hakkasan menu where the set menu the huge learning and development plan offers were always at the back of the we have put in place for our managers book. Upon questioning this, he was and to attract new ones,” he says. “I have Above left: modern authentic Japanese cuisine from Sake no told, ‘that’s how we have always done it.’ joined an exciting project here. This Hana. Above right: Yauatcha Soho “I took the bullish approach and moved is good fun.”

52 For more go to fcsi.org (800) 884-5233 THE WORLD LEADER IN [email protected] www.beechovens.com SPECTACULAR COOKING EQUIPMENT Ovens • Pizza • Tandoors • Bread • Duck-Ovens • Char-Grills • Rotisseries • Churrascos GUILTGUU GUILTGUIUILT ILTLTT GUILTGUIGUGGUILUUILTILTIILLT GUILTGUG UUIILLTT

54 SUSTAINABILITY

Consumer demand for convenience is growing at the same time as our awareness of the damage we’re doing to the planet with plastic packaging. Elly Earls fi nds out if there’s a way to reconcile GUILTGUG LT the two trends

elivery may only make up 3% of restaurant transactions, but it’s a fast-growing part of the D foodservice sector. Ordering dinner through the likes of Caviar, Seamless or Grubhub in the US, Swiggy in India, Go-Jek in Indonesia or Deliveroo in the UK has become a routine part of most consumers’ week. One of the industry’s longest-standing players – Just Eat – has mushroomed from a team of twelve in Denmark in 2001 to a global conglomerate employing more than 3,300 people in 13 countries and serving 24 million customers across 93,700 restaurants, while relative newcomer UberEats saw its restaurant listings almost triple over the past year. Consumer demand for convenience is only set to continue rising. UBS expects delivery sales to grow by an annual average of more than 20% to $365bn worldwide by 2030. But there’s one big problem. While delivery services might satisfy our desire for food to our doorsteps, fast, it goes against one of our other growing priorities – limiting the damage we’re doing to the planet with plastic packaging. Already, there are more than fi ve trillion pieces of plastic fl oating in the world’s oceans, according to a 2014 study GUILT-FREE TO GO published in a Public Library of Science Journal, not to mention the billions of

55 To learn more, call 0971 4 811 8282 or email [email protected] www.insinkerator.com/foodservice SUSTAINABILITY 3% percentage of restaurant transactions down to delivery 7% percentage of total sales for cost of more eco-friendly 20% packaging expected growth of delivery sales by 2030

tons of plastic packaging piling up in a way to reconcile the two trends. For reduce the amount of cutlery it provides. landfills and polluting rivers and beaches. example, having sold over a million Meanwhile, Greek restaurant group Many of the key culprits – bottles, plastic packaging products to UK Souvla, which has seen the delivery part coffee cups, takeaway packaging, cutlery restaurants in 2017 through its partner of its business grow from zero when it and cling film – come from the foodservice shop, Just Eat not only stopped selling opened in 2014 to around 30% today, uses industry. In the UK alone Just Eat all single-use plastic items in its shop two sizes of recyclable paper foldable estimates the 100 million orders it in March, but it also established an boxes, compostable silverware and no facilitates each year could involve the innovation platform to develop practical straws whatsoever. delivery of up to half a billion plastic boxes. alternatives. The first initiative is a “We operate in San Francisco, which And while discerning consumers partnership with Skipping Rocks Lab to is progressive on many fronts, including are rejecting deliveries that are over- trial seaweed-based sauce sachets, which having a mandate that packaging be packaged or use containers that can’t are edible and decompose within six weeks. recyclable or compostable, so when we be recycled, many operators are still opened that was very much part of our using plastic and Styrofoam as well as Opting out directive,” says owner Charles Bililies. old-fashioned aluminium containers, The delivery giant has also trialled adding Similarly, at 4505 Burgers & BBQ according to foodservice consultant a pre-ticked box on its app and website Restaurant, using sustainable packaging Arlene Spiegel FCSI, founder and to nudge customers to opt out of was a given. “In San Francisco, it wouldn’t president of Arlene Spiegel & Associates. receiving plastic they don’t need. As make sense to buy a bunch of plastic to-go “There are so many ‘better for the a result, more than 20% of customers containers or Styrofoam packaging – it planet’ options available today however decided against receiving plastic cutlery wouldn’t even occur to you,” says area the cost is high,” she says. “Traditional and straws that could otherwise have director Andrew Ghetia, adding that the paper goods and packaging typically used been delivered and discarded. biggest hurdle for most businesses is cost. in fast-casual or fast-food concepts can Many foodservice operators are “Compostable packaging is certainly be 5% of total sales. The better packaging, putting the effort in too. LEON serves more expensive than your traditional including disposable straws and lids, can its food in compostable boxes, pots Styrofoam packaging, so working with bring that up to 7%.” and paper and uses only biodegradable suppliers and vendors to make sure those Companies all along the foodservice cutlery and paper straws, as well as costs are able to be shouldered by the supply chain are working hard to find working with its delivery partners to business is essential.”

57 “Governments can provide standards, incentives and/or penalties much like in the carbon producing industries”

In the tiny coastal village of Shaldon app and although the system is only being to Ghetia. “If the demand comes from in Devon, UK, sustainability-focused used for ‘to-go’ meals at present, CEO the consumers themselves, that’s really restaurant group ODE True Food is Jocelyn Gaudi Quarrell hopes to expand important to me; it’s going to drive demonstrating how it can be done. to delivery in the future. my business decision,” he says. “Vocal Frustrated with the amount of plastic “When we reach 200 vendors, which advocacy from the consumer level is and polystyrene that was ending up on is my goal for the end of 2019, we’re really important.” the beach, founder Tim Bouget decided starting to reach a critical mass where I For Spiegel, the solution is for to corral all the foodservice businesses can approach a Caviar or an UberEats to restaurants and delivery companies in the area into a compostable packaging figure out how it would work,” she says. to collaborate with industry and purchasing co-op. governments to aggressively broadcast “Our supplier said they would give the Infrastructure and education new standards and the consequences same price to every business and 70% of One of the biggest challenges the of not sticking to them. “Governments businesses started buying from them,” foodservice industry faces when it comes can provide standards, incentives and/ he explains. “We’ve also coordinated to reducing its impact on the planet is or penalties much like in the carbon delivery days so all businesses get the lack of recycling and composting producing industries,” she says. “The packaging delivered on the same day, infrastructure. grocery industry was an early adopter by reducing transport miles.” As the Sustainable Restaurant eliminating plastic bags and providing A seven-year-old business in Association’s Tom Tanner explains: “The discounts for customers who bring their Portland, Oregon – GOBox – came up issue for many operators is that they can own reusable bags. The industry did the with a different approach. Diners pay change to better packaging, but if local same thing with refrigerants, chemicals $3.95 per month or $21.95 per year to waste companies don’t have the facilities and animal testing. get their takeaway meals in reusable, then their better purchasing falls flat “It’s common sense for all returnable, eco-friendly containers, when it comes to the recycling.” parties, especially the public and which are available from around 80 food Although consumer awareness of the environmentalists, to work together. carts and restaurants across the city. importance of eco-friendly packaging Change will happen when consumers use Restaurants pay 20 cents per is growing, more education – as well as the power of the purse and the press to

container, it’s all managed through an advocacy – is also needed, according force all parties to do the right thing.” GETTY IMAGES

For more go to fcsi.org 58

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Industries worldwide are trying to tackle big data and glean valuable insight from the mass of data streams constantly being created. Jim Banks asks consultants and technology specialists to explain what big data means for the foodservice sector

he term big data is everywhere and every industry is seemingly investing T in technologies that unleash its power to drive efficiency and boost revenue. For many in the foodservice sector, however, it is relatively unknown – though that could soon change. Big data analytics is a way of SMALL combining different sets of data – some generated internally by the business and STEPS some from a number of external sources – to better understand the customers a business serves and how its own INTO processes are affecting factors such as revenue, waste and menu optimisation. Whether it is tracking the ordering of BIG ingredients, understanding what people in different demographics like to eat or what dishes sell best at certain times of the year, big data has obvious advantages for the foodservice sector. But the industry is not yet making good use of it. “It has always been out there on the periphery, though it has never been part

DATA 61 INNOVATION

“THE TIME AND MONEY YOU “Someone somewhere is SPEND ON BIG DATA WILL HELP also capturing data on day-to- day activities that can be useful to YOU EARN MORE MONEY AS foodservice businesses. For instance, WELL AS REDUCE YOUR FOOD foot traffi c in urban areas may be PURCHASING COSTS AND tracked by the city’s systems and that POSSIBLY YOUR LABOUR is public data that is easy to get,” he adds. For Schumaker, there are some exciting COSTS. IT BRINGS A QUICK AND opportunities in the foodservice sector PAINLESS NET-POSITIVE IMPACT with technology start-ups bringing fresh TO A LOW-MARGIN BUSINESS” ideas into the industry. He encountered many at the recent FoodBytes of day-to-day business, but it should conference in New York. be,” says Joseph Schumaker FCSI, “Start-ups are selling into the co-founder and CEO of foodspace+co, grocery and QSR market with which fosters innovation in the food software to tackle the problem of industry, and principal design consultant waste. They are helping business at SCG FoodSpace in San Francisco. to look at why they are throwing “The industry is so fragmented and away so much fresh produce with no systems talk to each other unless you software that can help them to are talking about a huge quick service plan their ordering processes. restaurant (QSR) operator that has They are applying artifi cial written its own enterprise management intelligence (AI) and machine system. No one has created an enterprise- learning to paper-based grocery grade system for small operators and ordering processes,” he says. a low-margin business cannot aff ord “Why should we use big to invest in expensive software. So, the data? It is all about return on industry is at least a decade behind investment (ROI). The time and most retail or other customer-facing money you spend on big data will industries,” he adds. help you to earn more money and reduce your food purchasing costs and Building from the POS platform possibly your labour costs. It brings There is a wealth of data in any a quick and painless net-positive impact foodservice business and the point of to a low-margin business,” he adds. sale (POS) system – which connects Simple fi rst steps could involve using the back-end system with the customer hiring tools to identify ways to make interface where people hand over their staffi ng more effi cient and assess employee money – allows operators to track data performance, or looking at ordering systems on busy periods, what people eat and to see where food waste is generated. when, when demand is likely to be at its “After that, you can start to look at macro- highest and much more. trends that impact the industry such as “That is a good place from which to fl exitarianism or clean eating, which start building,” says Schumaker. “With is all about transparency. Customers external and internal data, a business can want to know more about how we start to become predictive. For instance, make foods, what chemicals and weather data is freely available and preservatives they contain, how the operators could look back at historical meat is slaughtered. Now, people can data to see what happens when it is see behind the curtain and big data raining. Do you sell a lot more soup if it opens the industry up to show them rains? If so, you can then look ahead and what happens all the way down the supply plan for that.” chain,” Schumaker remarks.

62 BIG DATA

Running a data organisation Mark van Rijmenam, founder Unblocking of Datafl oq, is an expert in AI, blockchain blockchain and big data. His background in the hospitality Blockchain was created for the digital sector has made him look closely currency Bitcoin, but is not synonymous at the industry’s use of data. with it. In fact, it is a means of “It would not surprise me if the distributing, but not copying, data into industry is 10 years behind others,” a secure and incorruptible ledger that he says. “Large operators, such as is distributed across various locations McDonald’s, have been using big data on the internet. for years and Walmart lives and breathes data. Smaller companies are reluctant to It provides a record of financial or other use it but the opportunities it represents transactions that is regularly updated. are signifi cant in terms of operational As it is not stored in a single centralised effi ciency, on-time delivery and better location it is secure from hackers, customer service.” though its data is accessible to anyone. Five years ago, van Rijmenam looked at how McDonald’s used data “It can show how food is moved along analysis to optimise its drive-thru the supply chain, including the tracking experience by analysing the fl ow of temperature,” says van Rijmenam. of customers at diff erent times of day. The retail sector constantly “It can show how any ingredient has uses similar processes to been handled and by which companies. optimise service, but it is It allows the consumer to see how it rare that smaller foodservice has moved from the farm to the operators do so. restaurant and if there are any problems “They can, however, with the supply chain you can see where use software as a service they arise. (SaaS) or big data as a service tool to understand who their “It gives accountability and also customers are and how to improve transparency to the farm-to-plate service,” notes van Rijmenam. “Every journey. Furthermore, you don’t need organisation is a data organisation these to understand blockchain to know days. A car manufacturer, for example, that it works.” is a data company that happens to make cars. Restaurants are in the business of serving customers and they don’t see that as being about data. But small investments can achieve big benefi ts in terms of how restaurants purchase their food, know their customers needs and serve them better.” Combining POS data and public data allows restaurants to create customer profi les and examine what foods or fl avours they like, when demand for certain dishes is aff ected by external factors and, consequently, how to plan for those trends.

63 INNOVATION

“RESTAURANTS ARE IN THE “You need to analyse your own data to understand it. Some people use big BUSINESS OF SERVING CUSTOMERS for patterns, so you can see what sells data a lot. Outside of campus there is well and when. That is how Walmart a lot of data, such as where people eat AND THEY DON’T SEE THAT AS knows that it sells more Pop Tarts when if they are not on campus and what BEING ABOUT DATA. BUT SMALL a hurricane is approaching. It doesn’t fast-casual dining options are in the INVESTMENTS CAN ACHIEVE necessarily need to know why that vicinity. We use it to look at national BIG BENEFITS IN TERMS OF HOW happens, just that is does happen,” van menu trends and the demographics to Rijmenam adds. which those trends are connected. If it RESTAURANTS PURCHASE THEIR is the demographic we are designing for FOOD, KNOW THEIR CUSTOMERS Driving design phase then those trends may determine what NEEDS AND SERVE THEM BETTER” Melanie Corey-Ferrini FCSI, who is equipment we specify.” chief experience offi cer at Dynamik in She creates personae, much like Seattle, Washington, and focuses on real avatars in a video game, defi ned by age estate, architecture, foodservice and range and food preferences, then asks campus planning, believes that big data is questions of the data, such as whether vital to the successful planning of a new they eat in the campus dining area or take foodservice operation. their food away. “Outcomes will make more sense if “All of that aff ects the design. It can we take the time to analyse the data at determine whether we need a larger the front end,” she says. “As designers, we seating area or more fl exible seating to need time with the data to help the client meet the needs of those customers.

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“AS OPERATORS CAN NOW “It is how we build an appropriate service ACCESS RELATIVELY SIMPLE AND model. The larger the project, the more Uber Eats: disparate the data is in terms of who delivering INEXPENSIVE SOFTWARE TOOLS uses it. External data is easy to get, but value for TO UNLOCK THE VALUE IN BIG DATA, internal data is not so easy. Often it comes THEY ARE BECOMING READY FOR THE at too late a stage in the project rather restaurant than at the pre-planning stage, partly managers NEXT EVOLUTION OF TECHNOLOGY, because project schedules are always so WHICH WILL SEE BLOCKCHAIN tight,” she remarks. Food delivery service HAVE A BIG IMPACT” When that data is forthcoming Uber Eats is what van at an early stage, it makes a huge Rijmenam would call a data diff erence to the outcome. When organisation, and one of the Corey-Ferrini designed Café 83 at ways it uses data analytics Microsoft it resulted in a successful is to help the restaurants it high-use café partly because client the serves to better serve their knew how to get the data and how to customers. collaborate with the designer to create the ideal solution. Launched in 2017, “Our job is to set people up for success Restaurant Manager is and data is a big part of that. Big data an analytics dashboard makes sense when you know what you that provides restaurants are looking for,” she says. with insights into their business. The system’s core A future product metrics include net payout, As operators can now access relatively daily and weekly items sold, simple and inexpensive software order acceptance rate, tools to unlock the value in big data, they order preparation speed and are becoming ready for the next evolution item ratings. of technology, which will see blockchain [see page 63] have a big impact. These metrics work “Blockchain is very important for to create three broad understanding how ingredients move categories of data – from the farm to the plate,” says van customer satisfaction, Rijmenam. “Some people have no idea sales and service quality. what it is and often confuse it with Bitcoin, but actually it is a technology Using these data categories, that is making fair trade fair again the dashboard gives a because it provides immutable, reliable clear indication of where a and traceable data.” restaurant needs to focus Transparency, traceability, customer to provide better service, insight, better service and effi ciency are improve menu planning, all things with which consultants are manage food preparation trying to help their clients. time and maximise revenue. “Consultants have a great role in the future of big data in the industry, but so far we are not doing a great job,” says Schumaker. “This is a future product not a legacy product and we consultants tend to build on our last project rather than looking ahead. Our industry needs to look further into the future.”

For more go to fcsi.org 66 THE WOOD STONE

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Call 800.988.8103 or visit gasplancha.com to request a quote or 800.988.8103 360.650.1111 woodstone-corp.com reserve your private gas plancha demo day. PROJECTS ALL THE YOUNG DUDES The opportunity to turn an empty office building into a thriving hostel that appealed to young travellers proved to be a huge success for consultant Tom Rietveld FCSI. He tells Jon Horsley about the challenges, and fun, involved in the project

msterdam is a hot tourist destination. But as thousands of young people descend there every week for food, culture and perhaps some debauchery, they might not expect that one of the best nightspots around happens to be in a value-for-money hostel Ain the suburb of Diemen. After a successful refit of an office building Via Amsterdam, opened at the end of 2017, is turning out to be extremely popular and for much more than just its accommodation. The Dude, the hostel’s restaurant and bar area, is busy every single night. “A couple of years ago there was a realisation that a lot of office buildings in and around Amsterdam were empty and

68 VIA AMSTERDAM

69 PROJECTS

70 VIA AMSTERDAM

the city didn’t expect them to be filled again,” says consultant Tom Rietveld FCSI, from HTC Advies. “So, they started to convert them for other uses, which is the sensible thing to do. Architect Oever Zaaijer designed this building to be a hostel and it has been transformed into something really rather nice.” While the Via group has two successful hostels in London, one in Limehouse and one in Lewisham, this hostel had to be a little different and more ambitious because of its location, a few miles from the centre of town. There are not many options for food or bars in the nearby area and while youngsters may travel into the centre to visit the tourist attractions, the operators realised that they wouldn’t Above: The bar area of the hostel want to take a half-hour subway journey was important as there aren't many there just to eat every night. other options in the area “In a way, it’s more interesting to Left: The communal areas of the work on a budget hotel out of the centre hostel are designed to encourage guests to hang around of town,” says Rietveld. “In the centre, if you just put a bed there, someone will Right: Tom Rietveld FCSI, the man behind the design, admits he tested rent it for the night. But outside the his ideas on his 20-year-old sons centre, you have to make things more attractive inside the hotel, you have to make people want to spend time there, but to do that you need 20 or 30 people to have dinner there every night or you that Sheryl came up with is excellent, enough leeway to be able to work with. can’t pay the cook.” some of it is beautiful.” We managed to not compromise on the Working with interior designer innovation and spend less. Sheryl Leysner, Riedvelt and HTC set Rethinking the kitchen “It was a real pleasure working with about designing a kitchen and restaurant Coming up with that overall concept the owners and Sheryl Leysner, though. space where young people would be was relatively easy, delivering it with the We laughed a lot and really enjoyed our happy to hang out. kitchen proved more difficult. time on the project.” “The owners – and me, are all fans “The owners wanted a large kitchen As it is a hostel, rather than a hotel, of the film The Big Lebowski,” explains with the best design, so we came up with there were ways to keep costs down even Rietveld. “So, we settled on The Dude [the a plan and took it to them,” says Rietveld. though food had to be available all day main character’s name] as a theme fairly “Our ideas turned out to cost three times and until late at night. early on and I think it works. It has the more than they wanted to spend. So, we “The guests eat a lot of food,” says right feel. I think the artwork and design had to go away and do a lot of rethinking. Rietveld. “But they don’t really need Actually I enjoyed it, it’s challenging and a lot of service. So, we can do a basic “The guests eat a lot, but they don’t makes you think of ways around what breakfast buffet in the morning, where you’re doing. they serve themselves and clear the tables need a lot of service. So, we do a “We managed to do without certain themselves. After that, we have coffee and basic breakfast buffet in the morning, machines then manage with others that snacks in one corner while we set up the where they serve themselves and were slightly lower quality. Then we took burger project and menu for lunch. the designs to three different kitchen “In the evening we can have a lot of clear the tables themselves” contractors and one of them gave us dinner options and then a similar buffet

71 PROJECTS

to the one we use in the morning.” There are two kitchen areas, one for pre-preparation and then a grill area where menu items are finished on Big Green Egg grills. The grills were brought in for added flavour, but also aimed at the Millennial hostel-using generation, who understand good food, but who also value dining adventures extremely highly. A hostel with an indoor barbecue fits the bill nicely. “Young people want experience nowadays when they are eating,” explains Rietveld. “The ventilation for the grills cost a lot and the owners were not sold on the idea when they saw the price. But I thought the Big Green Eggs were really important to the concept.”

Above: Due to the hostel's Staffing up location a comfortable bed in a It’s fair to say the restaurant concept well-designed room, although Five of the world’s important, wasn't the only thing has been a success, William van den Berg, that had to be on offer trendiest hostels the general manager of the hostel is eager Left: General manager of Via to sing its praises. Amsterdam William van den Berg Soul Kitchen Junior Hostel, St Petersburg “We didn’t know how it was going is more than happy with the way Winner of the Best Hostel in Europe 2017, the funky the restaurant concept and design to work, especially in the early days,” he has worked out Soul Kitchen hostel is in a 150 Neo-baroc building on says. The first weekend we opened the the Moika river. hotel we didn’t know what to expect. Right away we had seven hundred people Piece Hotel, Kyoto through the door. We were unprepared A new, award-winning hostel in central Kyoto has and didn’t have enough staff ready. they’ll go out for one of them and just stay beautifully designed small rooms and a peaceful “Now we are prepared and the food around in here for the rest of the time. garden space. space is also working really well. The “These young people are on a budget concept is great for us, we have ‘Dude’ so they probably would have been Star Hostel, Taipei burgers as well as poké bowls and things satisfied with standard catering, but the Winner of the 2018 Best Large Hostel at the ‘Hoscars’ like that, which people love and they also twists we’ve given them and the different (The hostel Oscars), the environmentally friendly give the space some identity. options have really worked and mean Star has a green lounge, activities, cooking classes “We have themed evenings around the guests love the place and want to stay and more. The Big Lebowski as well as normal here again. The kitchen fits very well with karaoke or open-mic nights and they’re the kind of people who use hostels.” Freehand Chicago, Chicago very popular. It’s surprising how many Rietveld, who admits he used his Based in a classic 1927 building in Chicago’s people come to the hostel and don’t leave. 20-year-old sons as market research, vibrant River North neighbourhood, this Or if they’ve booked in for a few days, is not surprised that it worked but innovatively designed hostel has its own ‘Broken surprised how appealing it has proved. Shaker’ cocktail bar. “The concept is great for us, we “We thought we’d have 30 or 40 people staying around there in the YHA Liverpool have ‘Dude’ burgers as well as evenings,” he says. “It turns out most After a £70,000 renovation, this relaxed city centre poké bowls and things like that, nights they host over 100. So, it has all hostel, close to the Tate Modern and The Beatles which people love and they also worked out OK. I’m delighted there’s Story museum has an extended bar and space for any travellers to hang out. give the space some identity” a place for them to go, have a good time and make friends.” HERWIJNEN VAN ANNELORE

72 For more go to fcsi.org The right tools today for tomorrow’s plans.

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WINNING BOTH WAYS Simon Boyle has produced impressive results with Beyond Food, the social enterprise he set up in London. He tells Tina Nielsen how the project helps vulnerable people get back on track while supplying great staff for an industry suffering from a skills shortfall

75 ondon restaurant Brigade, set up by Simon Boyle in partnership with accountancy firm PwC, employs people who have previously lived on the street and since completed a comprehensive training process to get their life back on track through a career in foodservice. Following his own Ltraining and early career as a chef, Boyle developed an interest in starting a business with a social mission when he volunteered with a relief camp in Sri Lanka after the tsunami in 2004. many reasons why somebody becomes “We have have been “When I came back I decided I needed homeless, but what I couldn’t understand developed a enabled to relearn to steer my career in a different direction. was why they stayed homeless.” essential life I could see how fragile life was and I spent set of very skills as well as about three to six months thinking about A unique collaboration structured develop culinary what to do,” he explains. Boyle spent 18 months working in programmes to skills with the “I went out and tried to expose myself London hostel House of St Barnabas, get people from opportunity to charities and social entrepreneurs, and where he employed homeless women in to create a I realised homelessness was something the restaurant he set up. It was a useful a point where better future. I couldn’t answer. I visited hostels and experience to prepare him for what would they are very Witnessing spoke with people there, as well as people become Brigade. PwC had bought the vulnerable to so many in government. They all said there are building as part of their office space and a point where apprentices grow had an interest in doing something social in confidence but were unsure which path to take. they can stand and gain their Boyle, on the other hand, knew exactly on their own independence what we wanted to do. two feet” is testament For the corporate firm it has been to the impact a a rewarding experience. “We take charity like Beyond Food can have,” says great pride in being able to support chairman Alastair Storey. and empower disadvantaged and Boyle believes Brigade is still the vulnerable adults, giving them the life most innovative social business in and employment skills they need to gain London today. “The set of partnerships the confidence to turn their lives around,” involved is absolutely unique,” he says. says David Adair, head of community “When we first started we said we wanted engagement at PwC. “It’s a powerful to do something people would copy and example of a social enterprise in action.” no one has.” The third piece in the partnership Beyond Food is made up of the was De Vere, who remained part of the charity side and the trading arm, project for four and a half years before which is Brigade: a bar and kitchen BaxterStorey came on board 18 months serving sustainable British food with an ago. Though the hospitality company has undercurrent behind it, which is about been involved just a short time, it has training homeless people. been very engaged from the start. “Brigade does two things: it gives “By providing a safe and supportive us a practical training outlet, but it also

environment for our apprentices, they provides money for us to continue to do WINCH-FURNESS PAUL

76 BRIGADE RESTAURANT

the work. It is not easy to run a profitable Holistic support hospitality business,” says Boyle. Built into the programme is a focus on “We do one thing and that is inspire securing independent accommodation people around food, whether that is for the trainees and helping them customers, apprentices or staff. We with any serious issues such as mental have developed a set of very structured health. Beyond Food has a mental health programmes to get people from a point counsellor who assesses each trainee and where they are very vulnerable to a point ensures they receive any treatment. where they can stand on their own two “They all have an element of mental feet and make a decision about where health issues, most of them have had they want to take themselves.” substance abuse issues and we have to Working with 80 hostels across manage and monitor that,” says Boyle. London, Beyond Food gets around 150 “We are working at the toughest end applications for each intake and, of those, of the market, people who have lost around 120 homeless people start the everything, they have no self-esteem programme. The initial six-weeks is an and, yes, are probably addicted. The intensive period of preparation, the first reason for their addiction is not part being a wellbeing programme called homelessness, that is the end point – Fresh Life. “The idea is that if you start 88% of homeless people have suffered to look after yourself you will have the childhood trauma.” energy and motivation to move yourself While the trainees are able to forward,” says Boyle. The second part, Get turn their life around through the Stuck In, is focused on employability. “It programme, a welcome side effect for the is about how to be an employee, find out industry is that it churns out high calibre what it takes, what you have to learn and candidates for restaurants and kitchens. how to find and keep a job,” he explains. “We are structured and we produce very At the end of this process, some good people. The industry is on its knees join one of the Brigade programmes and we supply good staff and that is what – United Kitchen for cooking and Out is needed right now,” says Boyle. Front focused on front of house – while On the importance of partnerships, and we have 123 full-time employees.” others are referred to one of the partner Boyle points to the collaboration with Today, people don’t often ask Boyle restaurants where they start training PwC. “I was always rubbish at accounts. I to address the return on investment in or an apprenticeship. So six weeks after partnered with a great accountancy team Brigade; he has proven it works. The joining the programme, candidates can and look what we have achieved – 1,200 number of people who have been helped find themselves in full-time employment. homeless people have been supported – and the impact on those around them – speaks for itself. Of those who sign up for the programme, 60%-70% are successfully reassigned, while Brigade takes on a further 10%, for an overall completion rate of 80%. While achieving this level of success is hard work, Boyle reckons it is utterly worthwhile. “These are the most inspirational people. After what they have been through they still turn up here and pull a shift,” he says. “The barriers they have had to get through are incredible and the fact that the majority have been totally under cared for leaves me in awe. Of course it is frustrating at times, but the wins are fantastic.”

77 BRIEFING Trends and events shaping foodservice in the EAME region THIS ISSUE 78 Operators' legal responsibility for allergen labelling 81 Steve Loughton of Cupola Consulting talks training

83 Consultancy focus: Grimm Consulting 88 Anniversary celebrations for Germany/Austria unit 90 My kitchen: Kelly Gavriliuc, winner of Best Care Home Chef Mentor in 2018 talks about her workplace

78 ALLERGENS

ACTION ON ALLERGENS Media coverage surrounding allergen labelling has goaded the foodservice industry into action. But many operators are still failing to meet their legal responsibilities, as Elly Earls reports

llergen labelling has been brought into sharp focus over recent months A following the death of 15-year-old Natasha Ednan-Laperouse who suffered an allergic reaction after eating a Pret a Manger baguette with sesame seeds that were not listed as ingredients. The inquest into her death found that Pret wasn’t guilty of breaking the law – under current regulations operators that prepare sandwiches on site can sell products without labelling – but the global grab-and-go chain was deemed not to have taken allergen monitoring seriously. In fact, it was revealed during the inquest that Pret had received warnings about its baguettes on six previous occasions. Since the inquest, details have also emerged of a second fatality linked to Pret, which occurred in December 2017, when a customer, Celia Marsh, ate a flatbread that was billed as dairy-free, but in fact contained dairy. Also in the UK, both the owner and manager of Royal Spice Takeaway in Lancashire were jailed in November for

79 BRIEFING

the manslaughter of nut allergy sufferer allergen management systems in place, “From personal experience, when Megan Lee, who died from an asthma asked that dishes containing avocado be attack after eating food ordered from the taken off the vegetarian menu because I have asked for the allergy menu, restaurant on Just Eat. Her friend had of the migratory beekeeping practices many venues have thrown together written ‘prawns, nuts’ in the comments (where hives are moved vast distances) the information and no one has and notes section to highlight her allergies. used to pollinate the avocado crop. checked the accuracy of the data” Foodservice consultant Julian It was here that quality standards Edwards FCSI is director of GY5 and mentor Sally Grimes had to draw the line. CEO of Allergen Accreditation, which “We’ve reviewed our allergen policies and train staff about food allergies and, as offers training courses, workshops and procedures and we always look at ways to an industry, we need to ensure those an allergen accreditation scheme. He cater for as many customers as possible, carrying out the training have in-depth says the explosion of press coverage but we can’t cater to everyone’s lifestyle specialist knowledge on the subject area.” about allergens has goaded hospitality decisions,” she says. In March, Food Allergy Aware operators, who might have thought they is teaming up with Blake Morgan were doing everything right, into action. Misinformation LLP Solicitors to carry out a food “We’ve had informal conversations Caroline Benjamin, director of Food allergy prosecution mock trial, which over the years with catering businesses Allergy Aware, which provides certified will provide insights into the legal and these have been reignited in these food allergy awareness training for the responsibilities of all decision-makers last few weeks,” he says. “Companies say: foodservice industry, has also seen an involved in food operations – and the ‘We need to move on this now. We need increase in awareness around allergens consequences of getting it wrong. to look at training or taking our catering over recent months. However she business through the accreditation continues to find operators who are New laws? plan’. It’s a stark reminder that catering failing to meet their legal responsibilities. Pret has promised to implement businesses need to be on top of food “From my personal experience, ‘meaningful change’ to its operations. It hygiene and allergen management.” when I have asked for the allergy menu, started trialling full ingredient labelling many venues have thrown together the on product packaging in November 2018, Customer questions information and no one has checked which will be rolled out to all UK outlets Even operators that are going above the accuracy of the data,” she says. “For as quickly as possible. It’s also inevitable and beyond to cater to customers with example, I see many menus where GF that there will be changes to the law in allergens and intolerances have had many [gluten free] is tagged against dishes, but 2019 to ensure more Pret situations don’t more questions from customers – and not no thought has gone into how the dish is arise, according to Edwards. only food allergy sufferers but also those compiled, prepared or served – it would The risk, he says, is that new blanket with intolerances and who simply choose appear to be a tick box exercise to have labelling standards could be too onerous to avoid certain ingredients in their diets. gluten free options on the menu.” on operators. Although there’s no One customer of contract caterer Large chains in particular, she says, question there needs to be a more overt Bartlett Mitchell, which has strict believe they are doing a great job and system of allergen communication that is are ticking the allergen labelling law’s geared toward people with food allergies. training box by using online modules. “Operators need to be ‘in your face’ However, many of these include with allergen information – almost over misinformation or tell the trainee to the top should be the default setting for use disclaimer statements rather than all food businesses,” he says. communicating which procedures are Many small businesses are already carried out to prepare a dish. setting an excellent example. “They see it “Some allergen online training as a business opportunity to welcome the modules have been created by people ‘free from’ sector into their restaurants,” with little or no allergy knowledge and Edwards says. “They may not be able businesses need to verify the information to cater to every requirement, but they given is not misleading and inaccurate for will tell their customers: ‘We can’t sell their business,” she advises. you that because it contains XYZ.’ That “Currently there are no train-the- honesty and integrity is hugely welcomed trainer courses for those wishing to by people with food allergies.”

80 For more go to fcsi.org IMPROVING STANDARDS

Professional polish In the fi rst entry of a new series on improving the industry’s professionalism, Cupola Consulting’s Steve Loughton tackles training and development

hy, in an era of increased and international companies have organisation with a little investment. Use availability of and access to looked outside the industry for senior manufacturers’ and trade associations’ W training and development, do we management. Here are some reasons why resources. It’s not only about passing an see a diminution of capability? Don’t we we are not getting it right. exam and getting a certifi cate; it’s also care, can’t we aff ord it or is training and I have interviewed candidates for about meeting others and experiencing professionalism just not high enough on senior positions within a business, work from their perspective. When our collective agenda? some of whom are presented via someone does succeed, rejoice with them. The foodservice equipment market recruiters, only to fi nd their CVs contain has traditionally worked on tight margins grammatical and spelling mistakes, Trade associations and manufacturing was normally they’re not current, they don’t adequately Use your size and reach to provide cost- undercapitalised due to relatively low represent the candidates’ abilities and eff ective training that can be subsidised volumes and high competition. Prime often don’t even refl ect the needs of the by members’ subscriptions. Market them importers enjoyed stronger margins, but position for which they are applying. relentlessly to your members. this has been eroded over years by weak If we’re not getting these basic currency and greater competition. fundamentals right, it’s no wonder Recruiters The majority of users – with hospitality in its wider sense is missing Conduct your own research into target honourable exceptions – neither talent. This is a shame when even a little companies’ policies so you can represent know nor particularly care about the preparation can tailor an application your candidates to the best of your/their equipment they use and prefer to buy precisely to that which is required. ability. Get the CV right for the job and to a price rather than a specifi cation. Here’s my quick checklist for just four give them test interviews if they’re rusty This, coupled with demands for shorter areas of engagement: or uncertain. Earn your fees. If that depth manufacturing lead times and longer of support is not within your remit, fi nd warranties, results in margin and Individuals someone who can help. profi tability downgrades. Learn as much as possible about your Career professionalism is about The resulting spiral results in an own discipline, but don’t be afraid to approaching challenges with consistency environment where a lack of investment expand your horizons. Join a professional and rigour. That holds good whether in training becomes endemic, none more body, take courses and invest in you are junior or senior in an so than in business skills and disciplines. yourself. Find a mentor or coach to organisation. We are never too old to Sales people may possess excellent support you over the long term. Expect learn something new or to reacquaint product knowledge, but are rarely trained to be challenged by them and view it ourselves with the basics. to understand a P&L statement, read a constructively. It’s your career so it’s Let me close with this age-old cliché: balance sheet, grasp HR principles or how your responsibility. CFO to HR: “What happens if we train to market themselves. our people and they leave?” We might expect it is typically Employers HR to CFO: “What happens if we don’t the family run businesses or those Invest in training and don’t just pick and they stay?” unwilling to develop their people that your most talented individuals. Those of are contributing to the lack of progress, more modest ambition may contribute Steve Loughton is the founder of Cupola

DAN MURRELL DAN however, several well-respected national equally and be more loyal to your Consulting, cupola-consulting.co.uk

For more go to fcsi.org 81 MORE SAFETY – MORE EFFICIENCY CONNECTED WASH

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GRIMM FUTURE LOOKING BRIGHT From small beginnings in Hamburg, Germany, Grimm Consulting has become synonymous with collaboration, quality and innovation across Europe. Jim Banks speaks to its award-winning founder, Björn Grimm FCSI, about his past achievements and his vision for the future

83 BRIEFING

t began as a one-man band in Hamburg back in 2003, but today I Grimm Consulting has built a team that is known for its engagement with clients and the success of its shoulder- to-shoulder approach to management consultancy that has helped many to transform their business. Fifteen years ago, owner and founder Björn Grimm FCSI set out on his own to bring his visionary ideas to the foodservice sector’s Mittelstand – medium-sized companies – for which he believed that trust, conscientiousness, individuality and professionalism were not old-fashioned values, but valuable virtues to be nurtured. He started working with the regional branch of Deutscher Hotel- und Gaststättenverband (DEHOGA) – the German Hotel and Restaurant Association – on projects around Hamburg, but soon saw interest in his collaborative approach from across Germany and elsewhere in Europe. To date, more than 2,000 hotel and Trusting in the team “We may charge a lot of money, but it catering businesses have benefitted Over the years, Björn Grimm has built a is always a fair price for what the from the company’s consulting services, strong team around him. While he is the customer gets. We are totally transparent ranging from local bars to owner- boss, there is no strict hierarchy in the and we report to our clients about where managed five-star hotels. Grimm is the company and every project is the result of their money is spent. That transparency champion of the Mittelstand from cradle the combined efforts of key skill sets allows us to talk openly about a to grave. within the group of talented project. We are not know-it-alls. “Our aim is to help these businesses employees. In total, there are Instead we are very curious with their core problems and improve 13 people – seven full-time and we ask a lot of their P&L,” says Grimm. “Every business staff, five freelancers and questions to find out is different, so we take pride in listening one trainee – across the exactly what our clients to our customers and talking to them at company’s three offices want. We take pride in eye level. We are not economists, but we in Hamburg, Lüneburg building trust and do have years of practical experience in and Mallorca. confidence in our clients,” restaurants and hotels.” “The idea behind the he continues. “We see similar problems coming up a company is that we are all The importance of the lot. Everyone has an artist in the kitchen from the industry and we love company’s team ethic was but a brilliant chef is not necessarily a what we do,” says Grimm. “Even highlighted when Grimm suffered a brilliant economist, so we help those our office is different to other severe illness that kept him out of the creative people to run their business consultancies. For the first contact, office for three months. well,” he adds. we invite clients to an office that has “It was a real crisis, but it gave me a more of a lounge atmosphere. It is a real appreciation of my team, which Some of the company’s projects, clockwise from much more relaxed environment in supported me and my wife,” he says. “No main picture above: Graf von Bismarck restaurant; which to discuss a new project. There, one knew how long it would take for me Auberge de Temple; Grimm Consulting team; the kitchens at Graf von Bismarck; Bjärn Grimm. they find out about our philosophy, which to return but the response from the team Previous page: Auberge de Temple kitchen is totally pro-customer.” was overwhelming. I also had many good

84 CONSULTANCY FOCUS

“We are very curious and we ask a lot of questions to find out MYSTERY COOKING exactly what our clients want. At the FCSI EAME 2018 Conference in Rotterdam, We take pride in building trust Netherlands, Björn Grimm won a special award for his services to management consultancy and to the and confidence in our clients” FCSI Germany Austria division. He was also awarded the Excellence in Management Advisory award at the their operations (see box, right). By FCSI EAME 2017 Conference for his Mystery Cooking placing a trained chef in the business concept. The idea involves a chef working in a client’s as a new employee, there is an restaurant anonymously for a few days, looking unprecedented opportunity to see closely at how it functions and examining everything how the kitchen and the front-of-house from work processes, food ordering and kitchen areas work, to find out exactly what equipment to staff and hygiene. the concerns of the staff – and, most importantly, the head chef – really are, The intelligence gleaned by the chef enables the and to see first-hand how efficiency might operator to rework the menu, improve food-ordering be improved. processes, increase efficiency and, consequently, “From the beginning, they meet with raise profitability. the staff and listen to what they need,” Grimm explains. “There is always the “For a business in the Mittelstand, there is often one famous cigarette break, where staff tend problem in the kitchen – one place in which the money to talk about how they really feel. Our is burnt,” says Grimm. “The kitchen has to work well mystery chef is truly part of the team and and be efficient. If a client is losing money then often shares these moments with the people we have to look at the kitchen, not the service. The wishes from clients. We did not lose a who work in the restaurant.” head chef is the manager of the kitchen but very often single client and it is an experience that people will not open up to the chef or the consultant. taught me that we have the ability to deal No rotten eggs With Mystery Cooking, the people in the kitchen often with such things.” While many consultants are eager to talk reveal that the problem is bad management rather Values drive Grimm Consulting. The at length about their flagship projects, than a bad kitchen.” team focuses on building relationships pointing out those for which they would with its clients and fostering the kind of trust that sees them stay in contact even after a project is completed. “No contract is worth more than trust,” stresses Grimm. “We are not afraid to cancel a contract if the project is not working out the way the client needs it to. That comes from the personal relationships we try to build with clients. We have no call centre and all calls are taken personally. We do not make any cold calls and we work mostly on recommendations from satisfied clients. Most of all, we have a lot of respect for our clients and their ideas.” Perhaps the clearest example of how Grimm and his colleagues try to understand a business is Mystery Cooking – an idea Grimm developed to help clients by literally getting inside

85 BRIEFING

“I consider it a success every remembered - as someone who helped time we help a client to make people to save their business or to make INNOVATION IS INESCAPABLE good money.” more money. Every time I see a Money, however, is not the only Mystery Cooking represents an innovative approach well-run restaurant that I have priority. Grimm and his team believe to understanding what makes a business tick and worked on, it makes me happy” that it is through the long-term, is illustrative of Grimm’s broader attitude, which sustainable changes that clients truly encourages clients to stop waiting around for change benefi t. Only by giving clients the tools to to happen to them and instigate changes that matter. most like to be remembered, Grimm has build a sustainable business will Grimm no such desire. Whether out of modesty, Consulting receive the recommendations “Innovation is our focus,” Grimm says. “Change or die. or respect for his clients – all of whom that generate future business. That is the attitude that keeps a business moving. We have made the eff ort to seek his help and often have to be more creative than the bakers, the implement changes to make a success of Success built on respect chefs and the economists involved in a project. their business – it’s impossible to say, The company succeeds on building though it appears to be a mixture of both. in-depth client relationships not only “I am a very visual person and I can visualise a “There are no rotten eggs,” says Grimm, because it understands both the art and concept at the planning stage to bring together good because he ensures that the relationship the science of the foodservice industry, ideas from other projects on which I have worked in with the client is always clear, but also because it prizes both trust and order to visualise something entirely new.” collaborative and built on confi dence. a strict code of ethical conduct – respect “There is no particular project that is the work, respect the customer, respect a highlight,” he explains. “I am proud of the customer’s money – that ensures Now, he has turned his mind to the all of them, and I am proud of every piece every project is tailored to the specifi c future, which is about bringing the next of positive feedback that I get from needs of the client. generation into the industry, partly clients. I consider it a success every time As Grimm walks around Hamburg through his work with students at the we help a client to make more money. he is likely to bump into people he has Hotelfachshule Hamburg. “Every time I see a well-run worked with, and it always gives him “It is important to give something restaurant that I have worked on, it pleasure to see a thriving business that he back,” he remarks. “After all, people makes me happy. That is how I want to be has helped to improve. trusted me when I was young.”

Left: Das Dorf, a restaurant in Hamburg. Above: Bjorn Grimm is also an author of publications focusing on foodservice

86 For more go to fcsi.org Innovation meets kitchen planning!

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GERHARD FRANZEN FFCSI experiences and learnt from Founding president each other. We became FCSI FCSI Germany was founded Germany/Austria in on 20 November 1999. A group September 2004 when a few of a dozen consultants, already Austrian consultants joined us. organised in a group called The first milestone was to BIG, were interested in a implement the code of ethics broader view of the market in our German bylaws. Another and an international exchange was the second board election. with similarly oriented This showed us that we were partners on different levels. on the right track. The next We looked around the milestone was to fix the exam globe and we got in touch with to become a professional FCSI Switzerland, initially member in our bylaws. This is intending to create a unit of the biggest and most the German speaking area. important tool to demonstrate After a few meetings we our competence against all became aware of our different other consultants in Germany. interests – Switzerland was The unit organised the Europe designer focused while conference at Berlin and the Germany was more consultant EAME conference at oriented. A decision was made Marrakesh. to found our own unit. We live in a changing Top: Germany/Austria unit AGM in Munich in 2017 I was the first president world and structures change and today I am still proud of faster than you can breathe. Above: Some of the members pose before setting out on a charity fun the decision of this group to Clients’ demands grow every run in Hamburg in 2018 join FCSI. In Germany there day. It is almost impossible to be up to date without the Right: Frank Wagner (president) was a need to fulfil some tricky and Björn Grimm in fancy dress at legacy steps. This done, step mutual help, assistance and the AGM in 2016 by step we approached FCSI exchange of experience with Below right: The founding board Europe, FCSI Worldwide and specialised partners. pictured in 2000 the other units already in existence. We became involved in the different groups and we successfully shared our ideas and

88 FCSI GERMANY/AUSTRIA

FRANK WAGNER FCSI The foodservice industry GERHARD KRAMER CATHARINA SALZMANN Current president is small compared to all the Project director, Rational, Student One of the most important other big industries in representative for Allied members I learnt about FCSI during milestones for me is agreeing Germany and Austria. We The main benefit for me in my study program at the to have no equipment need to stay united if we want being a part of FCSI Germany WIHOGA (Operational School exhibitions in our annual to have a public presence. Austria is the great for Management). A jury from meetings. We increased the Everybody uses restaurants, professional network. Of FCSI evaluated our final time for networking by cafes, canteens, market halls course, it is the network project and we won an increasing the time for breaks or hotels. Our influence on between the industry and the invitation to join the FCSI and shared experiences. This political or technological consultants and planners but conference in Rotterdam. helped us to understand the changes is strong when we it is very much also the The conference itself, as FCSI motto: we share, we stick together. It helps the personal network among the well as the student challenge, support, we inspire. But the industry stay competitive industry members. Since the was an exciting opportunity to most important milestone is in a global market. FCSI is really like a family, we meet international experts that we all agreed on a vision The biggest changes in the all learn from each other and and understand the significant for our unit. industry in Germany since our we help each other. role of FCSI in gastronomy. I benefit a lot from the launch are the changes in food It is so important to FCSI is relevant for me as support we get from each safety laws, which affect how have this close professional it gives me a forum to share other as members. It helps me we design kitchens and and personal relationship my opinions in a circle of to see trends or threats, and operate restaurants. The because it enables us all to highly qualified experts from makes me more professional. kitchens have become smaller learn from each other. Young the consulting and supplier Helping colleagues is helping and smaller, technology and people who enter this industry industry, and at the same time our industry and my company food safety have become much learn much faster as a result of gain from their expertise. to stay competitive. more important in design, the network. Personally, FCSI gives me equipment and operation. The biggest change for the an opportunity to get in We have worked hard this future is that far fewer young contact with great companies year to build a new plan for people start their professional that I might be interested in “I benefit a lot from the future of our unit. We have life in this industry. It will be working for in future. asked both corporate and increasingly important that Through FSCI I have the the support we get professional members what well-educated consultants, chance to expand my network from each other as they expect from us and FCSI. planners and industry of industry experts from all members. It helps me Our ambitious vision is members are taking care of over the world and also to to see trends or threats, that there will be an FCSI the young, talented people. learn from their vision. The member involved in every exchange of knowledge makes and makes me more hospitality project in a great contribution to the professional” Germany and in Austria. foodservice sector worldwide.

For more go to fcsi.org 89 BRIEFING

MY KITCHEN Kelly Gavriliuc The group manager at Elior scooped the 2018 trophy for Best Care Home Chef Mentor at the UK’s Chef Mentor Awards after setting a new standard for the training and development of staff

I’m the group manager for eight care efficient kitchen. We try to keep things difference to the lives of the residents. home sites across the East of England and varied with dishes that are healthy and I’ve previously worked as a senior the East Midlands in the UK. I also work nutritionally balanced, but also delicious. carer and as a general assistant, so have alongside our operations director to run We offer all residents the same menu, but taught myself the ropes as I’ve worked my care home kitchens across Lincolnshire. adapt dishes to specific dietary needs. For way up. My experience at Elior has pushed Our customers are those in short-term example, we create gluten-free versions me even further – I’ve been with them for care, respite care, and young people with of the dishes on offer, as well as diabetic- three years. They took over the care home physical disabilities. friendly puddings by using sweeteners. I was working at and made me lead chef. It As well as running the kitchen and TMF is also a big part of what we was a fantastic opportunity and I’ve been designing dishes that cater to a wide range serve, as we’re catering to numerous learning ever since. of residents, I’m also responsible for the residents with dysphagia. Burgers, pizzas, The most important piece of training and development of staff, building sandwiches and pies are our most popular equipment in my kitchen has to be the on their skills, knowledge and expertise. texture modified dishes. Robot Coupe. It’s a machine that blends I recently rolled out training in texture- I love the challenge of keeping our food down to the right consistency, so we modified food (TMF) to most of our care catering staff inspired, confident and can then form it into texture modified homes over the East of England. producing TMF that looks and tastes dishes. In fact, without it TMF wouldn’t It’s a simple, straightforward, but great. It makes such a phenomenal even exist.

The most important Kelly is also responsible piece of equipment is for the training and Kelly’s Robot Coupe development of staff

The clients Kelly cooks for need dishes that are healthy and nutritionally balanced yet delicious

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Optional 1/2” Sear Plate or 3/4” Plancha, seals in juices before broiling

42,000 BTU cast iron burners deliver powerful infrared heat as high as 1800°F

Adjustable broiler drawer with positive locking counterbalanced grid assembly

Independent burner controls – 36” models feature two; 45” feature three

Multiple confi gurations: • Warming ovens, top or bottom • Refrigerated cabinet base • 36” and 45” widths • Single and double broilers Manufactured in the United States by skilled craftsmen, the Montague Legend™ Steakhouse Broiler offers chefs powerful, high-volume, heavy-duty broiling, producing tender, fl avorful entrees customers will rave about. Now that’s perfection. See us at NAFEM Booth #1400 It’s time to re-discover Montague!

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