Guilford College Dining Service Report

By Mary Lou Kennedy
Director of Bowdoin College Dining and Bookstore Service
March 2004

Introduction

At the request of President Chabotar, I reviewed the dining operations at Guilford College in March 2003. At this point in time students expressed considerable dissatisfaction with the dining program, and my observations validated many of their concerns. A report was submitted in which a number of recommendations for improvement were made.

President Chabotar asked that I schedule a follow-up visit in March 2004. Subsequently, I was on-site for two days, from dinner on Sunday, March 21, through dinner on Tuesday, March 23. Additional information for this report was obtained by:

Reviewing the June 1, 2003, Sodexho response to my March 2003 report.
Reviewing the Sodexho customer satisfaction report.
Reviewing the dining service self-evaluation dated March 2, 2004, written by Mark Fischer, Sodexho's general manager at Guilford.
Observing meal service at two breakfasts, lunches and dinners.
Meeting with a student government representative.
Interviewing approximately 20-30 students in the dining hall.
Speaking with dining services staff members.
Speaking with Randy Doss, vice president for enrollment and campus life.

Executive Summary

Significant improvements have been made in all areas since last year. Students I spoke with were far less critical of Sodexho this year, especially considering that there are always going to be some complaints about food based on individual preference.

President Chabotar specifically asked me to suggest improvements to the facility and equipment that would be visible to students and guests to bridge the renovation gap. My opinion is that most of what is truly needed can only be efficiently accomplished in the renovation. I strongly feel that the back-of-the-house also needs attention to improve both efficiency and morale. Pre-renovation improvements are somewhat limited but the suggestions I have are listed in the recommendations section of this report.

It is equally important, or perhaps more important, that Sodexho sustain and continue with the food quality, presentation and staff development improvements made during the last year. Without visible and continued improvements in food quality, the success of a new servery will be short-lived.

Areas that the Sodexho/Guilford partners should focus on include the following:

To make interim improvements in the dining facility and equipment and identified in the recommendations section of this report.
To establish formal staff training in the areas I identified in my previous report as a means to convey consistent quality, standards and procedures relating to food and service.
To continue to work with staff on customer-service skills. The students seem more open to viewing the dining experience as positive when their connection with staff is frequent and positive.
To evaluate the need for late-night dining. This seems to be an issue and some strategic planning needs to be accomplished. The idea of moving Jazzman's to the building that commuter students frequent and replacing it with a grill-type operation seemed to get a positive reception from both students and administrators. This will become an even more critical issue if students have more points on their board plans to use.
To continue to monitor board plan participation as a measure of program success.

Observations

Food Quality and Menu: Positive

The salad bar had a great deal of variety and looked very fresh.
The display station looked appealing and popular with students.
The pizza station has been moved to a good location, the pizza looks good and generally rates highly with students.
The hot food display looks more appealing, and students generally agree with this.
The JIT (Just in Time) station is popular and still catching on. Even students who haven't tried it yet say that it is known as being very good.
The new bon chef serviceware on the hot food line looks wonderful. Hot food presentation is much improved with bon chef serviceware and smaller batch presentation.
My hot food was hot at five meals attended.
The menu at the silverware station and the display plates are very nice and great marketing.
The menu offers plenty of variety. The chicken portions I saw seemed huge. One female student was hunting for a smaller piece. There was a well-presented and delicious tofu dish; lots of veggies that looked fresh, etc.

Food Quality and Menu: Negative

There were many comments about inconsistency with pizza. Students suggest that some staff (usually student staff) do not prepare the pizza well.
Many students still seem skeptical about the meat offerings, often described as "slimy." I think this usually referred to anything braised, cooked with a sauce or meat in casserole type dishes. The meat I observed was fine. Former perceptions are sometimes hard to overcome and until student trust is more solid, there may continue to be comments like this.
Although the salad bar got very good reviews, students felt it was sometimes messy, that the containers were left too long unfilled and that the lettuce quality was not good. I think this may be more a night and weekend issue.
At 6:30 p.m., out of couscous and salad greens; cleanup of service counters was not great.
There were some student complaints about hot foods not always being hot or cold foods, cold. The food I ate was at the correct temperature and I did observe food temps being taken. The temperature log, however, did not have a lot of documentation.
I'm not sure how many servings of pork were served Sunday night, but two students turned their noses up at it because they didn't like the appearance. I thought the flavor was good; it had a nice spiciness to it. I think if it was served from a platter like the fish (but deeper), with less sauce and garnished, it might have had great appeal.
Dessert area: I like the idea of presenting desserts whole but it wasn't attractive. If the pie plate were set inside a more attractive serving container, it would help. Also, maybe two to three neatly plated portions of each next to the item would help too as it would make the choices seem more abundant.

Facilities/Equipment: Positive

The staff is thrilled with the new dish machine.
Moving the tray return out of the dining room was an excellent move in improving dining room ambiance.
The pizza area is now in a more strategic location.

Facilities/Equipment: Negative

The servery desperately needs an update.
More attention should be paid to keeping the tray return area clean. It was quite messy whenever I saw it. Keeping it clean will both improve sanitation standards and leave guests with a much better last impression as they depart the dining area.
The beverage/bread line is horrible looking! It desperately needs an uplift.

Specific Food and Interim Facility and Equipment Recommendations

Sodexho responses by General Manager Mark Fischer are in italics.

Food Quality and Menu: Recommendations

Additional training may be helpful to improve consistency at the pizza station. Staff will continue to be cross-trained in all areas. Continue to offer the current menu variety and scope. Menu will maintain its current variety and flexibility.
Ask staff to clean the salad bar and refill containers more often. Salad bar attendant will be assigned to maintain cleanliness and product volume.
Since there are still student trust issues with the food, it could be helpful in building trust if the production employees were seen to be constantly checking temperatures and correcting as needed. HACCP controls currently in place at all stations. Temperature logs are currently utilized.
Continue to work with staff on the importance of taking food temperatures and documenting them. Performed at start of semester training, monitored by management throughout school year.
Pay specific attention to how meat items are presented and make changes to presentation based on solicited student feedback. To improve student perception of meats it may help to serve plainer meats with side sauces reduce the volume of sauce or gravy when meat is in it and make sure that meat in sauces is cut large enough to be readily identifiable. Will work with chef to train production staff on presentation skills for products.
Upgrade the presentation in the dessert area using more attractive serviceware, additional signage and offering some individual portions to make the choices seem more expansive. Dessert area has been relocated to counter by soft serve machine. Will introduce new selections for desserts. In addition, back by popular demand in August 2004, the return of hand scooped hard ice cream!

Facilities/Equipment: Recommendations

Even though the equipment is "operational," there are a few updates and purchases that could make life for the staff easier and improve morale. There is not a lot that is worth investing in before the unit is renovated, but these are my suggestions. I do think the back-of-the-house deserves as much attention as the front. If continued improvements are expected, the staff needs the best tools possible to become invested in continuous improvement.

In customer areas:

Remove the awnings to make the area seem more open. Some temporary lighting may need to be purchased, but will probably be worth it. (Important—ASAP). Awnings removed June 2004. Track lighting to be in place by August 2004.
Something MUST be done for the beverage area. This is a tough area to invest in because it will not be reused, but it looks horrible and is one of the first things you see. Relaminating the trayline will significantly improve the appearance. (Important—ASAP). Beverage area does need an upgrade, however, with the prospect of renovation in the near future this will more than likely be put on hold until a more clear determination is made concerning future renovations.
The display cooking area needs upgrading. An institutional grill, refrigeration and hot-food holding equipment could probably be purchased and reinstalled in the renovation. (Important—1 year). A cosmetic facelift will take place during the summer of 2004 in several areas including the exhibition station. Major equipment purchases will take place during the renovation.
Make more effort to keep the pizza area clean. Some employees (mostly students) are not using a "clean as you go" approach. Students commonly use this area and it needs to look spotless. (Less important—ASAP). Will re-train staff to monitor station in regard to clutter and tidiness.
Invest in a soda machine with an automatic icemaker. Unfortunately, the Sodexho contract with Coca-Cola does not allow for this, and it has to be requested (and I assume paid a premium for) by the college. It will be better for the students as the machine will not run out of ice and safer for the employees who have to lift heavy containers of ice. It will also allow staff more time to invest in keeping the tray return and salad areas picked up. (Less important—1-2 years). This type of machine does have major advantages. It does however, come with a significant cost associated as well. It would be better to wait until a clearer determination is made on the renovations before purchase/lease of new soft drink dispensers.

Back-of-the-house:

Steamer gaskets are leaking and need replacement. (Important—ASAP). Completed in May 2004.
Staff finds it extremely difficult to use the slicer which is "old and out of control." Replacement is their No. 1 request. (Important—ASAP). Capital requisition sent in July 2004. Tentative arrival of slicer in August 2004.
3 new manual can openers strategically placed throughout the kitchen would improve efficiencies for staff. (Less important—ASAP). Will be placed by August 2004.
Staff indicates that the ventilation in the kitchen makes the kitchen temperature extremely uncomfortable. They say there is no heat or air conditioning and that the new hood ventilation brings in more outdoor cold air in winter and hot air in summer. (Important—1-2 years). The staff needs to know if there are improvements slated here and if so, what the timeline is. The air handling capabilities, or in this case limitations, must be determined by trained HVAC staff members or outside contractors in conjunction with local and state building, fire and health department regulations.
Some new worktables and carts should be purchased. (Less important—ASAP). New carts to be purchased in August 2004.

Additional comments from Sodexho

Provide additional theme and special events in the café with quality marketing, increasing customer awareness and generating enthusiasm.
Open new concepts--Grill in Underground; provide late-night feeding, additional menu variety and opportunity to eat outside of café. Café a la Carte in Frank Family Science Center or elsewhere to capture those non-traditional students that currently do not have a convenient outlet to "grab 'n go" before class.
Provide monthly (or as needed) consults with registered dietician for those students experiencing difficulties with meal plan adjustment.

Sodexho's overall response

In general, the review prepared by Mary Lou Kennedy, was positive. Both Sodexho and Guilford College are aware that major changes are needed to move the dining program forward. Given that statement, the parameters in which we operate and the genuine desire to maintain and build upon our community relationships, we must continue to forge in the direction initiated last year, maintaining momentum and seize those opportunities to establish new concepts, provide superior customer service and continually offering a high quality product for our guests.

-- Mark Fischer, General Manager