October 18, 2013
CEO Newsletter
We must look forward, evolve and not be overly concerned with preserving the practices of the past. In essence we need the best practices that work in our current environment. Stated another way we do not want to focus on making our version of the VHS recorder; it’s virtually extinct so who cares? From my perspective today’s challenges are different from yesterday and likewise, those of tomorrow will be different from those that exist today. The reality is we have to adapt and, as I’ve quoted before, the strongest species is the one that adapts most effectively to the environment in which it lives.
If you stop and think about the initiatives that we have in place at the New Orleans Morial Convention Center, Safeco Field, Colorado Convention Center and Nashville City Music Center among others, they were not even a slight consideration four years ago. The inclusion of digital menu boards, portable tablets and guest segmentation studies were all new ideas. Each met a different challenge and provided a different solution than the market previously needed. We must all stay ahead and be relevant to the moment. Strive to keep on top of what’s new; determine what best meets the needs of your venue or department and work to make it happen for today.
Our sales presentations encompass all of our latest developments. Bob Pascal and his team are working hard to refine our thinking and better position our brand. Like all successful organizations, we must continually review all elements of our offerings and push to make ourselves more efficient and effective. We must demonstrate that we are the Best Hospitality provider.
Best People + Best Thinking + Best Execution = Best Hospitality
As I stated last week, our people and how we work together as a team to execute our agenda is a key differentiation. I’m delighted to state that we are continuing to make significant progress in keeping our team motivated, energized and happy to be at Centerplate. As you know, GlassDoor is an independent organization that captures employee feedback for over 260,000 companies across North America. The average employee satisfaction score across all of the companies they track is 3.3 out 5.0 or 66%. At Centerplate we posted 4.2 out of 5.0 or 84% – we are operating with the Best of the Best. In comparison to our direct competitors we are putting more distance between us. Our nearest competitor in employee satisfaction is Levy with 64% and Ovations and SMG are the lowest posting only 48% and 56% respectively. Make sure that you are driving your employee satisfaction daily. I look forward to working with you in Y14 and beyond to further improve our employee satisfaction scores. Remember our goal is 90% – we can get there. Improvements here will be positively felt by our 115 million guests next year – now that’s exciting!
To underscore the importance of our people, I would like to congratulate Jon Davies on being awarded Salesperson of Year at the inaugural Foodservice Cateys, a new national UK award program organized by Caterer & Hotelkeeper, a leading hospitality industry publication. Jon’s recognition when receiving the award was for “innovation and successfully entering new sectors of foodservice, combined with remarkable financial results and contract wins in the last 12 months, his honest approach and the pivotal role he has played in taking his business forward.” Jon is well- deserving of the award for bringing passion and creativity to our business and broadening our core enterprise into the wider leisure sector.
E3 moments of the week …
The Whistler Conference Centre had its busiest month in over 10 years this past September. Events included their biggest conference of the year with 800 on-site attendees and the Building Supply Association’s last conference ever, except they had such a great experience that they are looking to book space again next year. Our facility client could not be happier and sent a note of thanks, “I would like to express our sincere appreciation for all of your hard work over the past couple of months. The accolades we have received from our clients have been incredible, thus demonstrating the amazing efforts put forth by each and every one of you. Tourism Whistler has never been more proud to have Centerplate as our partner.” Now that’s a happy client and it is also about getting the job done the right way. Great job by Cynthia Brassard, Jonathan Britton, William Charlton, Elizabeth Francis, Jean-Pierre Giroux, Nicole Griffiths, Executive Chef Neal Harkins, Nicole Lauzon, Shane MacDonald, Denis Riefel, Logan Smith, David Tees, Dominic Thifault, Anne Trepanier, Jessica Wooding and our entire team in Whistler!
The Texas State Fair has hosted the Texas vs. Oklahoma football game in The Cotton Bowl at Fair Park since 1932. This year for the first time in the game’s history a new Premium Service area, known as the 400 Club, was made available to fans and it included another first, the sale of wine and beer in the stadium. Centerplate was asked by the fair management to provide the hospitality services in this new premium area for the game and we were proud to do so. From our State Fair client, “I wanted to send you a ‘Big Tex’ thanks for the great job you and your wonderful staff did for us. The additions to the Cotton Bowl Stadium were made with improved hospitality in mind. You and your staff’s role in that was spot on. Your company made us better in every way. It is very evident to me why your company is growing so fast in this crazy competitive industry. We look forward to the future and hope there are many other chances to do business.” Job well done to James Alexander, Jose Alvarez, Jesus Armemdariz, Martin Ayala, Melvin Brown, Shawn Budde, Chef Florence Chauvet, Ira Clayton, Willie Conner, Dan Craig, Manuel Cuevas, Ginger Drake, Wylie Evans, Julio Franco, Tom Friedman, Felipe Garcia, Sergio Garcia, Shawana Greene, Jakiel Hall, Marco Hernandez, Roseanne Hubert, Randall Ivory, Toni Jones, Douglas Keller, Paul Lussier, Jackie Matlock, Freddie Moore, William Palacios, Jeff Phillips, Ashley Pope, Tiffany Pope, Israel Quiros, Julie Ramos, Fidel Rivera, Betty Rosas, Richard Ross, David Ruiz, Joe Simon, Senior Executive Chef David Skorka, Michael Stinnet, Lonny Turner, Demesha Wesley and our staff in Dallas!
I ask you all to make certain that Centerplate is offering the Best Hospitality every day. Make your team proud to work for Centerplate and they will return the favor.
