The latest news from SSP, The Food Travel Experts Food Travel

Issue 8: September/October 2009 Update

INSIDE THIS ISSUE 3 Michelin star for Malaga Dani García sets the pace at Spain’s new terminal 4 Coming to JFK SSP’s brand line-up revealed 5 Wise move SSP’s business-boosting new initiative 6 Top of the pops Skytrax success for SSP Asia 7 Talking Texas New bars and restaurants at Houston Plus: The latest news from Egypt, 25 years at Dublin, a thumbs-up from Burger King and more... Creativity and common sense 2 ss p the FOOD T RAV E L expe r

Andrew Lynch, CEO, SSP

t’s been a very busy and successful few environmental responsibility, when SSP UK give them the value they demand as their months for us at SSP, and we have Air was commended by Burger King for needs and priorities change. Iplenty of exciting new developments to its operational standards, and Rail No business can afford to stand still or tell you about in this latest edition of Food Gourmet received the prestigious to take its customers for granted - and Travel Update. innovation award from the International this has never been more true than in the In July, we received the excellent news Rail Catering Group for its Step by Step present global economic downturn. By that we had won a very substantial environmental programme. focussing on the needs of the travelling t s contract for Malaga’s new Terminal 3, and The creative and innovative approach consumer and providing outstanding SSP has been awarded a number of other of our teams has been a key factor in value, we continue to delight our significant new contracts in Hong Kong, these and the other successful ventures customers, and maximise commercial India, and Europe. you can read about in this newsletter. This returns for our clients. Meanwhile, our new outlets at New imagination and flair is also enabling us to York’s JFK have been attracting much introduce marketing initiatives to address praise, as have the new facilities we have the challenges of the current economic developed at George Bush Intercontinental climate. Our new TravelWise consumer at Houston. We were also delighted to value campaign is one example of the receive recognition for our operational practical measures we are taking across performance and our progress on the business to attract consumers and

Contact: Amanda Leonard SVP International Client Relations Food Travel Update is sent to over and Communications 5,000 of our partners and colleagues tel +44 (0) 1932 792 4000 across the world. Contact us at [email protected] [email protected] to add www.foodtravelexperts.com new recipients to our distribution list.

On the cover: Chef Dani García, the inspiration behind the Lamoraga restaurant which will open at Malaga Airport next spring, was named Spain’s top chef by the country’s Royal Academy of Gastronomy in 2008. He gained his first Michelin star at the tender age of 24 when he was in charge of Malaga’s Tragabuches restaurant. His second star, for his work at the prestigious Gran Meliá Don Pepe hotel in Marbella, followed in 2007. Dani García worked with SSP’s Food Lab in Paris to develop the restaurant Lamoraga Airport.

Sun shines on SSP Spain 3 FOOD T RAV E L U P DA Dazzling brands and unparalleled consumer insight deciding factors in latest contract win

hen SSP won an eight year right format at each location within the Eleven of the new units will be located

contract to operate 15 of 21 categories stipulated by our client Aena at the airport’s new third terminal, which TE : s epte mb e r / oc t ob 2009 Wnew units at Malaga Airport, – such as Starbucks, Caffè Ritazza or is scheduled to open in Spring next year. SSP Spain’s Marketing and Business Cafe&Té in the coffee shop category,’ The new concessions will increase the Development Director Javier Hernani was continues Hernani. number of food and beverage outlets at in no doubt about the added extra that The new terminal will offer passengers the airport by 75%. • clinched the deal. ‘It was our knowledge of a varied mix of brands, ranging from the customer at Malaga, and the right mix luxurious high-end dining, to fast-food of brands that gave us the edge,’ he says. favourites. Top chef Dani García will Having operated at Malaga since be bringing his renowned Lamoraga 1996, SSP already had considerable restaurant to the terminal, giving passen- experience of working with Malaga’s gers the chance to sample the very best passengers. This, combined with an of Andalucian and international cuisine. extensive new research project into Caviar House & Prunier will also be passenger behaviour and needs at making its Spanish debut at the Malaga, meant the company had a terminal. Other brands featured will be detailed understanding of which concepts SOHOCoffeeCo, Caffè Ritazza, Burger will be successful at the terminal and in King, O’Leary’s, Starbucks, Upper Crust, which specific locations. ‘From our the market-leading Spanish casual dining extensive brand portfolio, we were then concept VIPS, and Cafe&Té, Spain’s able to pin-point the right brand in the foremost coffee shop brand. Elegant food from Lamoraga’s Dani García.

25 years at Dublin Airport

SSP first began trading at Dublin Airport in 1984, when it at Dublin Airport said: ‘We’ve very much enjoyed working took over nine catering units across the airport. Today the with SSP for the past 25 years, and are delighted to be company’s business has grown beyond recognition, and SSP celebrating our successful partnership at Dublin Airport. The now runs 16 outlets, employing 250 people. This year, as SSP team continues to demonstrate a comprehensive part of the airport’s €2 billion redevelopment, SSP has understanding of our passenger requirements and, thanks to added three top-class brands – Caviar House & Prunier, their extensive customer research, they’re able to provide a Starbucks and Burger King - to the mix on offer at Dublin. fantastic range of food and drink that they know our Bill Twomey, General Manager Retail and Catering Services customers want in an airport environment.’ The Palm will make its first airport appearance at JFK.

New to New York 4 ss p the FOOD T RAV E L expe r Outstanding cuisine and world-class brands are creating a stir at JFK’s refurbished Terminal 4

es Cappetta and his team at SSP JFK’s Terminal 4 is home to 35 America have set themselves a international and domestic airlines from Lmission to transform the US airport 30 countries, and handles 9 million restaurant scene. And if the company’s passengers each year. This makes its new facilities at John F Kennedy passenger profile diverse, which means t s International’s Terminal 4 are anything to that the food available across the go by, that mission is now being terminal needs to cater for a wide variety accomplished. ‘We’re passionate about of differing tastes. ‘A great experience, food, and eager to set the standard for whether that’s a well-made cup of coffee the industry,’ says Cappetta. ‘This project or a gourmet meal, is central to what will be the model for our future we’re offering here,’ says Cappetta. development. Our new operations In a recent interview with leading will show-case our expertise, and North American airport industry demonstrate we’re America’s premier publication Airport Revenue News, Janice restaurant company doing business in Holden, Chief Commercial Officer of JFK airports.’ International Air Terminal LLC, said that Already welcoming customers are the the success of the new facilities so far first Caviar House & Prunier Seafood Bar would suggest that SSP has indeed come The Seafood Bar serves Caviar House & Prunier’s in the US, a Chinese fast-casual concept up with a winning formula. ‘The brands distinctive caviars, Balik salmon and fresh called Panda Express, an Upper Crust, two SSP selected are well suited to our Atlantic seafood. Peet’s coffee shops, the Fuel Bar and a passenger demographics. Les’ team zpizza outlet. Three full-service restaurants understands the business, and sees it in will complete the line-up – the elegant Palm, ways similar to the way we do. He Buffalo Wild Wings and the Irish-themed has assembled a strong team in whom Tigin. These will open at the end of the year we have developed mutual trust and and will be joined by two Panopolis respect, the foundation of a great bakeries, and two more Peet’s outlets. partnership.’• Early results from the TravelWise programme are very positive, even in the face of declining passenger numbers. Average spend has increased, as has penetration among travellers and airport staff at the airports monitored so far – Geneva and Zurich.

When the going gets tough... 5 FOOD T RAV E L U P DA SSP launches the world’s first ever global, cross-brand consumer value campaign in the food travel sector

e’re living in an era of The programme is currently being essential to its success, as Toolan

economic uncertainty, but a launched at 55 airports, 49 rail stations explains: ‘Airport and rail operators TE : s epte mb e r / oc t ob 2009 Wnew consumer promotional and 26 motorway service stations. It’s recognise the more they get behind this initiative from SSP has been launched already up and running in 21 countries programme, the more they stand to which offers positive solutions to the (including in Sweden, Denmark, Finland, gain. TravelWise doesn’t mean ‘selling challenges faced by our sector. The the UK, the US, Germany, Norway, cheap’. And this is not like slashing the programme, called TravelWise, focuses Spain, Switzerland, China, Thailand, price of an expensive hand-bag that on delivering value to consumers. ‘Our Singapore and Greece), across a customers may only buy once a year. It’s airport and rail clients are feeling the spectrum of brands from grab-and-go offering value every day, on purchases strain as passenger number fall,’ to high-end restaurants. customers make every time they visit an explains SSP’s Chief Marketing Officer Measurement is an integral element airport. It’s an intelligent and long-term Noel Toolan. ‘We recognise this – and of the programme, and SSP is analysing strategy for driving sales in a difficult TravelWise is a key element of our its results in considerable detail. This will climate for all of us.’ • response to it.’ involve assessing sales levels and The programme has four distinct average ticket price before and after the elements. Firstly, high-visibility way- promotion and then overlaying this data TravelWise and SalesWise were finding signage across the sites where across passenger number statistics to just two topics on the agenda the campaign is running flags the demonstrate the value of the campaign. at SSP’s marketing conference TravelWise promotion and directs TravelWise is founded on close held in Dublin this summer. travelling consumers. Then, at each unit, co-operation between SSP and its ‘Customer satisfaction and the TravelWise logo and merchandising partners, and a joined-up approach is delivering value are major clearly identify the relevant compelling priorities for us,’ said Noel offers to consumers. Thirdly, all SSP Toolan, Chief Marketing Officer front-of-house staff have been trained of SSP. ‘We’ve introduced a new as part of a supporting programme fully networked approach to called SalesWise. Finally, other marketing across our business TravelWise promotional activities are to make sure we achieve the running in parallel to complement the best possible results in these programme and build loyalty with and other key marketing areas.’ regular travellers and airport staff. Cafe Deco – a perennial favourite with passengers at HKIA.

The best of the best

SSP airport partners take top three slots in latest Skytrax poll 6 ss p the FOOD T RAV E L expe r

nce again, airports at which SSP is the leading provider of food and SSP manages the lion’s share beverage and has been trading since of the bars and restaurants 1995. SSP also has the largest percentage SSP Hong Kong has successfully have scooped the major of the market at Suvarnabhumi Airport, retained the contract for the prizesO in this year’s Skytrax survey. Hong Bangkok which came third in the survey. Ajisen Ramen and Hui Lau Kong International Airport where SSP runs The Skytrax World Airport Awards Shan brands at HKIA. SSP was 40% of the food and beverage operations are based on the results of 8.6 million the only company among the was named the world’s best airport for questionnaires completed by airport current operators to successfully dining. SSP began trading at Hong Kong passengers from nearly 100 different renew its contract in this

t s in 1998 when it opened three outlets - a countries. The survey reviews travellers’ latest tender. total which has now risen to 31. experiences of over 39 services, Second in the poll was Singapore including check-in, arrivals and Changi International Airport, where transfer. •

Rail Gourmet goes green A step in the right direction on environmental responsibility

We all have a responsibility towards sound environmental management, environment. Lars Gotaas, President the environment, and now a new and working in partnership with of the IRCG at the time of the award initiative from Rail Gourmet outlines customers, suppliers, landlords and said; ‘Rail Gourmet’s Step by Step in detail exactly what the organisation staff to promote environmentally initiative is a very clear, practical and will be doing to meet these friendly practices. It also details a effective approach to improving the obligations. The programme is called number of key objectives, which environment. It focuses on areas Step by Step, as Kim Bircham, Chief include reducing packaging, where [the company] can make a Executive Officer of Rail Gourmet increasing recycling, reducing energy real difference.’ • explains: ‘The journey towards consumption and reducing food miles. improving our environment consists of The scheme has already attracted many steps - some large, some small much praise from outside the industry, - where we all have a part to play.’ and Rail Gourmet was recently named Step by Step covers a range of issues ‘Innovative Caterer of the Year’ by the including compliance with International Rail Catering Group environmental law, the promotion of (IRCG) for its stance on the Le Grand Comptoir is just one of the exciting brands that is now featured at Houston.

Upping the game at Houston

The best from home and abroad at George Bush Intercontinental 7 FOOD T RAV E L U P DA

s one of America’s busiest airports destined to be a big hit with Houston’s El Pinto, The Palm, zpizza, Einstein Bros George Bush Intercontinental passengers, according to David Roberts, Bagels, Peet’s, Center Bar and Rice Tales, AAirport is a major player on the who heads up SSP’s team at the airport. the customer experience at Houston is international airport scene, and is clearly ‘Choosing from beautifully presented being dramatically improved. an important location for any concession displays of fresh food and artisan bread is ‘We’re really proud of what we’re company operating at its bustling a new experience for customers in the US doing here,’ says Roberts, who began his terminals. Now, with a range of new bars – it’s going down really well here.’ career at the fabled Rainforest Cafe and TE : s epte mb e r / oc t ob 2009 and restaurants, there’s plenty to impress The Real Food Company marché is also then moved on to lead a number of the 43 million passengers who pass completely unlike anything ever seen in high-quality restaurant businesses through its gates every year. the US market. Incorporating a number of across America. ‘Our team is focussed Making its US debut, Le Grand separate stations offering a wide range of on providing great food and a great Comptoir offers a restful venue at which cuisines from Italian to Chinese, this vast customer experience, while at the to enjoy a meal, a craft ale or glass of fine outlet provides something for everyone. same time delivering great wine. Panopolis and Upper Crust are also With other leading brands including commercial results.’ •

Open at Abu Dhabi New outlets now up and running in the Middle East

When the Abu Dhabi Airport terminal allows passengers to Abu Dhabi T3 is home to the Company (ADAC) first outlined its choose between sitting down to a national airline Etihad. • vision for a new third terminal, its meal at Hippopotamus or the Bill plans were clearly ambitious, as Bentley pub, and a visit to the less George Antoniou, Managing Director formal fast-food area. At the gates of SSP Eastern Europe and Middle there are two more units (another East explains: ‘ADAC set extremely Upper Crust and a Caffè Ritazza), high standards, and we needed to and landside in the check-in area deliver a food and beverage offer there’s a Panopolis café. ‘It’s that would match these and help important that we offered more achieve the aim of creating one of than high-end dining,’ says the finest terminals in the world.’ Antoniou. ‘Our new outlets provide

Arranged in two clearly defined a balanced offer to serve all ‘Inspired sandwiches’ are available sections, the food area at the new passengers at Abu Dhabi.’ from Panopolis at Abu Dhabi. LATEST NEWS

Top marks from BK

SSP’s success in global Burger King audit

SP UK Air has scored an internal programme in place. We conduct outstanding 92.9% in the latest our own mystery shops and other reviews SOperations Excellence Review of its at all 40 of our Burger King restaurants airport operations by Burger King – a up to 3 times a month to ensure that score topped by only one other franchise we’re always on top form.’ group out of the 900 surveyed across the Commenting on the award, Jim 8 globe. The review rates each outlet on a Johnstone, BK’s Director of Franchise ss p the FOOD T RAV E L expe r range of criteria, including service Operations for UK and Eire said: ‘SSP standards, food quality, cleanliness UK Air understands that running great and hygiene. restaurants is key to success. They Nathan Wall, Managing Director of consistently demonstrate high levels of SSP UK Air, explains the secrets of his operational excellence and are a valued Burger King is one of the brands that will be featured at Malaga’s new T3. team’s success: ‘We have a very strong business partner.’ • t s The latest from the IN BRIEF

land of the Pharaohs Passengers travelling by Eurostar through Brussels Midi station can now enjoy a visit to one of the country’s SSP opens new outlets at Cairo’s T3 best-loved coffee shops. The Coffee Club, a new 84-seat café, serves quick and simple meals as well as high- Cairo International Airport’s new third achievement that’s all the more quality fair-trade Max Havelaar coffee. terminal handles around two-thirds of all impressive in the current economic Founded in 2002, The Coffee Club passengers flying to and from the airport. climate according to SSP’s George chain now consists of seven outlets And among the facilities they can now Antoniou: ‘The choice and quality on in Brussels, Louvain-la-Neuve enjoy are a number of new bars and offer here is very good, and our new and Antwerp. restaurants from SSP. outlets have been well received by both •

The outlets include a 1,100 square passengers and our client Cairo Airport metre food court, where the brands Company.’ Starbucks has made its first appearance featured include Burger King, SSP, which began trading in Egypt at at a French Airport at Terminal 1 of Hippopotamus, Oriental Gourmet, Gino’s Hurghada in 2000, now has operations Paris-Charles de Gaulle. Commenting Pizza, ToGo, CUP&CINO, Caffè Ritazza, at six of the country’s airports. • on the new venture, Philippe Sanchez, Upper Crust, and an Asian concept called Managing Director of Starbucks Coffee Yum Cha as well as a salad bar, a France said; ‘Passengers travelling pâtisserie and a juice bar. There is also an through this terminal can discover additional Burger King and a coffee shop our pure Arabica coffees, relax in a in other parts of the terminal. SSP, which friendly environment, and receive manages approximately 85% of the food a warm welcome from our team of and beverage business at T3, also baristas, just like our customers in the operates Cairo Airport Company’s VIP city centre.’ A second Starbucks outlet lounges. opened at Montparnasse rail station Since they opened, the new units have in July. • been performing over budget, an