May 9, 2014
CEO Newsletter
Te3am,
As the saying goes – by changing nothing, nothing changes. That statement can never apply to Centerplate, today or especially in our future. We must constantly evaluate the reality on the ground and adjust accordingly to take advantage of the ever-changing landscape.
For sure the landscape, especially on the new business development front, has altered in recent times. The so-called “winners” have been our checkbook driven competitors who have had to increasingly up the bidding ante for the pleasure of buying accounts. We have not played the checkbook game, and apart from the loss of the Titans, in recent years we have renewed all but this one major contract (which was a money game and we were not prepared to work pro bono). The simple truth is that their strategy of buying growth is having no impact on our enterprise. Again, we must work hard to ensure that this remains true.
As I reflect on a few recent bids I think it is important that we remind ourselves that some of the best deals are the ones we didn’t get. Right now, our intelligence is that Ovations is in line to lose $1m+ a year at the Direct Energy Centre. Remember this was an account we had to walk away from because the economics would not work. Additionally, it has become known that Sodexo is losing $1.7m a year at the F1 track in Austin. If you recall, we were 1 of 2 on the short list but Sodexo doubled our investment number. It reminds me of the Kenny Rogers’ song lyrics, “know when to hold’em, know when to fold’em”. We must continue to stick to our principles while challenging ourselves to find ways to drive more value for our current and potential clients.
Our operations mission is that we deliver Results not Rhetoric. Clients renew with people they trust; through our solid operational and strategic planning performance we have underscored our intrinsic value. Our renewal rate over the last 5 years has been the envy of the industry. Let’s make sure we drive the performance to keep it that way. Proof that our clients understand our worth was received just this week in a belated note of congratulations on the extension of our contract from Bob Johnson, our client at the New Orleans Convention Center. “It shows what results from a well-conceived and executed partnership … all done with great people working together. I know the future will be even better.”
E3 moments of the week …
Our client at Sixfields Stadium, home of the Northampton Town Football Club, reached out to us 24 hours ahead of their biggest game of the season following the sudden illness of their Head Chef. With completely booked hospitality suites and a full stadium, they needed our help and we delivered. Our Executive Chef Eddie Stephens and Sous Chef Gary Marshall, from Leicester Tigers, stepped in with less than 18 hours’ notice and delivered superb match day service with time to spare and arrived back at the Leicester Tigers in time for their evening event. We currently operate only the retail and general admission areas at Sixfields and will take over the hospitality service in July. We certainly showed our client the power of the Centerplate Way and proved they made the right decision in awarding us their hospitality services. Great job by Matthew Nicholson, Chef Eddie, Chef Gary and our entire team at Sixfields Stadium!
Congratulations to Beth Williamson, General Manager at Virginia Beach Convention Center, on being honored with the Banquet/Catering Award at the annual National Travel and Tourism Week Awards Celebration, held by the Virginia Beach Convention and Visitors Bureau. Nominations for the “best of the best front-line employees” are accepted from those working in the tourism industry. This year our team at the convention center sent in a special submission, the first time a General Manager has been nominated for this award, “Beth embodies hospitality and inspires her managers to do the same. She empowers and motivates her employees to reach their maximum potential and to execute extraordinary experiences for clients every day.” The nomination by her team already made Beth a winner and speaks volumes about her leadership. Kudos to team members Joseph Carter, Susan Clark and Laura Johnson who also received award nominations!
Further congratulations to Joseph Carter, Banquet Server, for being honored with a 2014 Southern Hospitality Recognition of Excellence (SHORE) Award by ConventionSouth magazine. The award is presented to front-line hospitality workers from 16 states in the South for their dedication to excellence and professionalism in the meetings and hospitality industries. His nomination letter clearly represents all the award is meant to honor, “Joseph has proven himself to be invaluable to our organization’s operation. Joseph’s hard work, dedication and his ability to perform beyond what is expected puts him a step above.” Joseph is the winner for Virginia and will be featured in the August issue of ConventionSouth.
A district manager with our vendor partner Sysco took the time to send a note of appreciation for Sandy Elom, Restaurant Supervisor/Banquet Captain, following a catering event hosted at Holiday Valley Resort. “Sandy always represents your company with a high level of professionalism and does it with a warm, friendly smile every time. Sandy is a great ambassador for the resort and an asset to your organization. I didn’t want to miss the opportunity to say ‘thank you’ and ‘great job’ to an employee that goes over and above the call of duty with a smile.” Way to go, Sandy!
The Federation of American Societies for Experimental Biology show at the San Diego Convention Center was a great success with total attendance of 15,000. A repeat show from 2012, our show client was once again very pleased and they will be back in San Diego in 2016, 2018 and 2020. One of their exhibitors was very impressed with our staff, “The Morning Concession Crew Stand C is really outstanding. I’ve been in the hall the whole time exhibits have been open and they have been remarkably friendly, courteous and helpful. I spend a lot of time in exhibit halls and they are the best food service professionals I have ever interacted with.” Job well done by Patricia Bolanos, Tiffany Cooper, Lynn Graham, Nancy Murgillo, Daryl O’Donnell, Maria Soto, Tim Sullivan and Morning Concession Crew Stand C – Richard Avila, Trudy Kievit, Lindel King, Priscilla Montalvo, Jose Rodriguez and Eva Stant!
The reality is that there are no short cuts to providing insanely great hospitality. Our path is not the easiest but “if you can find a path with no obstacles, it probably doesn’t lead anywhere.” – Frank A. Clark. That is not Centerplate. We are on course to be the most admired hospitality company on earth. We elevate!
Onwards!
Winston Thomas May 12, 2014 at 12:10 pm
N reading the Ctr. Spark 2day 5/12/2014…Everybody can learn something by controlling attitude and effort
Tanja Davis May 10, 2014 at 10:30 am
I just shared yesterday that change happens when conversations are had with the right partners. So much has been left on the floor because we were desperate to just make something happen. I enjoy the working relationship we have here with “the building” at the convention center. I am learning a lot from both sides.