Introduction to Hospitality, Fourth EditionJohn Walker

©2006 Pearson Education, Inc.Pearson Prentice HallUpper Saddle River, NJ 07458

Chapter 9Managed Services

Introduction to Hospitality, Fourth EditionJohn Walker

©2006 Pearson Education, Inc.Pearson Prentice HallUpper Saddle River, NJ 07458

Outline the different managed service segments

Describe the five factors that distinguish managed service operations from commercial ones

Explain the need for and trends in elementary and secondary food service

Describe the complexities in college and university foodservice

Identify characteristics and trends in health care, business and industry, and leisure and recreation foodservices

After Reading and Studying This Chapter, You Should Be Able to:

Introduction to Hospitality, Fourth EditionJohn Walker

©2006 Pearson Education, Inc.Pearson Prentice HallUpper Saddle River, NJ 07458

What Are ManagedServices?

Consists of all food service operations in the following segments

Service operations includingLeisure and recreationConference centersAirportsTravel plazasMilitaryAirlinesElementary and secondary schoolsColleges and universitiesHealth care facilitiesBusiness and industry

Introduction to Hospitality, Fourth EditionJohn Walker

©2006 Pearson Education, Inc.Pearson Prentice HallUpper Saddle River, NJ 07458

Unique Qualities

Challenge to please guest and clientGuests are captive clientele (they may

not have an alternate dining option)Foodservice is not the primary businessProduce food in large quantityVolume of business is consistent

Introduction to Hospitality, Fourth EditionJohn Walker

©2006 Pearson Education, Inc.Pearson Prentice HallUpper Saddle River, NJ 07458

Reasons for Contract Management

FinancialQuality of programRecruitment of management and staffExpertise in management of service

departmentsResources availableLabor relationsOutsourcing of administrative functions

Introduction to Hospitality, Fourth EditionJohn Walker

©2006 Pearson Education, Inc.Pearson Prentice HallUpper Saddle River, NJ 07458

Airlines Foodservice at airports is

typically contracted An airline meal or in-

flight meal is a meal served to passengers on board a commercial airliner. These meals are prepared by airline catering services.

The first kitchens preparing meals in-flight were established by United Airlines in 1936.

These meals vary widely in quality and quantity across different airline companies and classes of travel.

Introduction to Hospitality, Fourth EditionJohn Walker

©2006 Pearson Education, Inc.Pearson Prentice HallUpper Saddle River, NJ 07458

Introduction to Hospitality, Fourth EditionJohn Walker

©2006 Pearson Education, Inc.Pearson Prentice HallUpper Saddle River, NJ 07458

Military

The military serves food to hundreds of thousands of service members each day. Meals must be carefully planned and prepared to ensure good nutrition and variety. Food service managers direct the facilities that prepare and serve food

Introduction to Hospitality, Fourth EditionJohn Walker

©2006 Pearson Education, Inc.Pearson Prentice HallUpper Saddle River, NJ 07458

Food service managers in the military perform some or all of the following duties:

Manage the cooking and serving of food at mess halls

Direct the operation of officers’ dining hallsDetermine staff and equipment needed for

dining halls, kitchens, and meat-cutting plants

Set standards for food storage and preparation

Estimate food budgetsMaintain nutritional and sanitary standards

at food service facilities

Introduction to Hospitality, Fourth EditionJohn Walker

©2006 Pearson Education, Inc.Pearson Prentice HallUpper Saddle River, NJ 07458

Elementary andSecondary Schools

Introduction to Hospitality, Fourth EditionJohn Walker

©2006 Pearson Education, Inc.Pearson Prentice HallUpper Saddle River, NJ 07458

11

National School Lunch Act 1946, students received good meals, the military would have healthier recruits.

School managed service focused on good nutrition and food safety provided for school children.

Introduction to Hospitality, Fourth EditionJohn Walker

©2006 Pearson Education, Inc.Pearson Prentice HallUpper Saddle River, NJ 07458

Colleges and UniversitiesColleges and university food service operations are

more complex and diverse. Among the various constituents of food service management are:

Residence hallsSports concessionsconferencesCafeterias/student unionsFaculty clubsConvenience storesAdministrative cateringOutside catering

Introduction to Hospitality, Fourth EditionJohn Walker

©2006 Pearson Education, Inc.Pearson Prentice HallUpper Saddle River, NJ 07458

Trends in Campus Dining

Branded conceptsPrivatization

Pictured is the logo for a campus dining hall at Hamilton University

Campus cards

Introduction to Hospitality, Fourth EditionJohn Walker

©2006 Pearson Education, Inc.Pearson Prentice HallUpper Saddle River, NJ 07458

Healthcare FacilitiesHealth care food

service operations are remarkably complex because of necessity of meeting diverse needs of a delicate clientele. Health care managed services are provided to hospital patients, long term care and assisted living residents, visitors and employees

Introduction to Hospitality, Fourth EditionJohn Walker

©2006 Pearson Education, Inc.Pearson Prentice HallUpper Saddle River, NJ 07458

Healthcare Foodservice Offered

TrayCafeteriaDining roomCoffee shopCateringVending

Introduction to Hospitality, Fourth EditionJohn Walker

©2006 Pearson Education, Inc.Pearson Prentice HallUpper Saddle River, NJ 07458

Healthcare

Challenge because of special meal requirements

Economic pressures of health careUse of sous vide and cook chill methodsIncreased market share of contractorsUse of major quick-service chains

Introduction to Hospitality, Fourth EditionJohn Walker

©2006 Pearson Education, Inc.Pearson Prentice HallUpper Saddle River, NJ 07458

Business and Industry (B&I)

3 Important terms to understand in B&I food service:

1.Contractors – contractors are other companies that operate foodservice for the client on a contractual basis.

2.Self – Operators – companies that operate their own food service operations.

3.Liaison Personnel – are responsible for translating corporate philosophy to the contractor and for overseeing the contractor to make certain that he or she abides by the terms of the contract.

Introduction to Hospitality, Fourth EditionJohn Walker

©2006 Pearson Education, Inc.Pearson Prentice HallUpper Saddle River, NJ 07458

Leisure and Recreation FoodservicesCharacteristics

Unique and fun (Stadiums, arenas and state parks),

Customers are always in a hurry, food service offer the product in a very short period of time

Introduction to Hospitality, Fourth EditionJohn Walker

©2006 Pearson Education, Inc.Pearson Prentice HallUpper Saddle River, NJ 07458

Contract Management Client PerspectiveDisadvantages

Some segments perceived as institutionalized

Potential for lost contracts

Introduction to Hospitality, Fourth EditionJohn Walker

©2006 Pearson Education, Inc.Pearson Prentice HallUpper Saddle River, NJ 07458

Trends in Managed ServicesIncreasing challenges

Reduction of revenuesIncreased cost

Declining enrollmentDeclining balance on debit cardsIncrease in food to goDueling demands for managers from

students and administrators

Introduction to Hospitality, Fourth EditionJohn Walker

©2006 Pearson Education, Inc.Pearson Prentice HallUpper Saddle River, NJ 07458

More Trends

24 hour foodserviceIncrease in healthcare and nursing homesProliferation of branded conceptsDevelopment of home meal replacement

optionsIncreased use of fresh product