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University of North Dakota DRAFT Dining Services Master Plan

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University of North Dakota DRAFT Dining Services Master Plan 2014 University of North Dakota DRAFT Dining Services Master Plan 2014 - 2021 Contents Executive Summary .......................................................................................................................................................................................................................................... 3 Introduction ........................................................................................................................................................................................................................................................ 8 Process ................................................................................................................................................................................................................................................................ 9 Bakergroup Key Recommendations ............................................................................................................................................................................................................. 9 Basis for the Recommendations ..................................................................................................................................................................................................................13 Campus Context .........................................................................................................................................................................................................................................13 Existing Operations ......................................................................................................................................................................................................................................17 Off Campus Competition ..........................................................................................................................................................................................................................28 Electronic Survey .........................................................................................................................................................................................................................................31 Financial Analysis.........................................................................................................................................................................................................................................34 Campus Environment – Enrollment and Residence Hall Occupancy ..........................................................................................................................................34 Revenues ..................................................................................................................................................................................................................................................36 Profitability ................................................................................................................................................................................................................................................39 Campus Map of Operations/Population Density .................................................................................................................................................................................42 Recommendations .........................................................................................................................................................................................................................................44 Social and Gathering Spaces ..................................................................................................................................................................................................................44 Memorial Union Retail Operations ...........................................................................................................................................................................................................48 Terrace Dining ..............................................................................................................................................................................................................................................58 Satellite Retail Operations .........................................................................................................................................................................................................................59 Vending Recommendations ....................................................................................................................................................................................................................65 Meal Plan Recommendations ..................................................................................................................................................................................................................68 Hours of Operations ....................................................................................................................................................................................................................................74 Other Recommendations: ........................................................................................................................................................................................................................82 Facility Projects: Priority and Costs ..............................................................................................................................................................................................................84 Award Winning Hospitality Consulting and Design 1 | P a g e Appendices .....................................................................................................................................................................................................................................................88 Appendix 1: Intercept Survey Results .....................................................................................................................................................................................................88 Appendix 2: Focus Group Notes – December 9-10, 2013 ............................................................................................................................................................... 107 Appendix 3: Focus Group Notes – March 10-11, 2014 ..................................................................................................................................................................... 119 Appendix 4: UND Electronic Survey Results ........................................................................................................................................................................................ 134 Demographics ...................................................................................................................................................................................................................................... 134 Meal Plan ............................................................................................................................................................................................................................................... 142 Retail Dining – On-Campus and Off-Campus Decision Making ................................................................................................................................................. 166 Award Winning Hospitality Consulting and Design 2 | P a g e Executive Summary BACKGROUND In November, 2013, the University of North Dakota (UND) Dining Services retained food service consultant Bakergroup to develop a 7-year master plan for its department. As part of Bakergroup’s scope of work, UND Dining Services identified several challenges and objectives to be addressed during the planning process: Create more usable social and gathering spaces Keep students interested in on-campus dining Engage off-campus students more fully in both retail and residential dining Review and comment on vending, meal plan options, hours of operation, and menu offerings for their contribution to financial performance and customer satisfaction To complete this project mission, Bakergroup spent time on campus, becoming familiar with the existing dining operations, getting to know the culture of the University and its students, and talking to the users and operators of the dining facilities at UND. Bakergroup also conducted market research in the form of intercept surveys, electronic surveys, and focus groups with students, faculty, administrators, and staff. Much time was also spent touring the campus in order to understand the dining locations and their proximity to classrooms, housing, and other areas of campus. As an additional means of understanding the framework for the future needs of the facilities and operations, Bakergroup reviewed the Vision, Strategic Priorities, and Mission of the University; the Strategic Goals for the Division of Student Affairs; and the Strategic Plan for Dining Services. KEY ISSUES BY OPERATION Each dining operation has
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