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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 including
Leisure and recreation Conference centers Airports Travel plazas Military Airlines Elementary and secondary schools Colleges and universities Health care facilities Business 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
client Guests are captive clientele (they
may not have an alternate dining option)
Foodservice is not the primary business
Produce food in large quantity Volume 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 Financial Quality of program Recruitment of management and staff Expertise in management of service
departments Resources available Labor relations Outsourcing of administrative functions
Introduction to Hospitality, Fourth EditionJohn Walker
©2006 Pearson Education, Inc.Pearson Prentice HallUpper Saddle River, NJ 07458
Airlines Competitive factor Logistical operation
that is complex Expansion industry Cost for average in-
flight meal is $6.00 Foodservice at
airports is typically contracted
Introduction to Hospitality, Fourth EditionJohn Walker
©2006 Pearson Education, Inc.Pearson Prentice HallUpper Saddle River, NJ 07458
Military $6 billion dollars
each year Trends
Contract of officer’s club Fine dining to casual style Prepared foods (MREs) Use of fast food
restaurants on bases
Introduction to Hospitality, Fourth EditionJohn Walker
©2006 Pearson Education, Inc.Pearson Prentice HallUpper Saddle River, NJ 07458
Elementary andSecondary Schools National School Lunch Program
feeds 26 million children daily Good nutrition is the key Potential market for fast food chains Preparation varies amongst schools Contract companies are offering
more flexibility
Introduction to Hospitality, Fourth EditionJohn Walker
©2006 Pearson Education, Inc.Pearson Prentice HallUpper Saddle River, NJ 07458
Figure 9-4Food Pyramid
Introduction to Hospitality, Fourth EditionJohn Walker
©2006 Pearson Education, Inc.Pearson Prentice HallUpper Saddle River, NJ 07458
Colleges and Universities Residence halls Sports concessions conferences Cafeterias/student
unions Faculty clubs Convenience stores Administrative
catering Outside catering
Introduction to Hospitality, Fourth EditionJohn Walker
©2006 Pearson Education, Inc.Pearson Prentice HallUpper Saddle River, NJ 07458
Campus Dining
Challenging Use of cyclical menus Budgeting is easy due to payment
plans Various meal plans Sodexho
Introduction to Hospitality, Fourth EditionJohn Walker
©2006 Pearson Education, Inc.Pearson Prentice HallUpper Saddle River, NJ 07458
Trends in Campus Dining Branded concepts Privatization
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 Facilities Hospitals Extended life
facilities Retirement centers Major growth
segment is the senior citizen market
ARAMARK
Introduction to Hospitality, Fourth EditionJohn Walker
©2006 Pearson Education, Inc.Pearson Prentice HallUpper Saddle River, NJ 07458
Healthcare Foodservice Offered
Tray Cafeteria Dining room Coffee shop Catering Vending
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 care Use of sous vide and cook chill methods Increased market share of contractors Use 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)
Contractors Self-operators 80% of B&I is contracted 30,000 units nationwide Compass Group
Introduction to Hospitality, Fourth EditionJohn Walker
©2006 Pearson Education, Inc.Pearson Prentice HallUpper Saddle River, NJ 07458
Leisure and Recreation Foodservices
Characteristics Unique and fun
Stadiums, arenas and state parks Points of Service
Where food and beverage are provided
Introduction to Hospitality, Fourth EditionJohn Walker
©2006 Pearson Education, Inc.Pearson Prentice HallUpper Saddle River, NJ 07458
Contract Management Client Perspective
Advantages Experience in size and types of
operations Variety of services Resource and support available Hold contractor to higher level of
performance
Introduction to Hospitality, Fourth EditionJohn Walker
©2006 Pearson Education, Inc.Pearson Prentice HallUpper Saddle River, NJ 07458
Support Staff Positions
Sales/Marketing Controller/Audit Financial Analysis Human Resources Training and Development Affirmative Action
Introduction to Hospitality, Fourth EditionJohn Walker
©2006 Pearson Education, Inc.Pearson Prentice HallUpper Saddle River, NJ 07458
Support Staff Positions
Safety Administrator Procurement Technical Services (recipes, menus,
etc.) Labor Relations Legal Aspects
Introduction to Hospitality, Fourth EditionJohn Walker
©2006 Pearson Education, Inc.Pearson Prentice HallUpper Saddle River, NJ 07458
Contract Management Client Perspective
Disadvantages 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 Services
Increasing challenges Reduction of revenues Increased cost
Declining enrollment Declining balance on debit cards Increase in food to go Dueling 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 foodservice Increase in healthcare and nursing
homes Proliferation of branded concepts Development of home meal
replacement options Increased use of fresh product