CURRENT ISSUE
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| By Alan Dorich | |
| Sunday, 16 July 2006 | |
 Compass Group Canada is on track to being the most-profitable foodservice firm. “One of the things I've been able to do is surround myself with the most talented men and women in the industry,” he continues. “Everyone's motivated by winning.” Based in Mississauga, Ontario, Canada, Compass Group Canada provides foodservice and facilities management services from coast to coast. “By combining fresh ideas with the industry's greatest talent, we continue to set the standards for food and service excellence,” the company declares. MacDonald says he is celebrating his 10th year at Compass Group Canada. When serving clients, he says the company strives to take a flexible and unique approach to each customer by adopting strategies that will address all the situations. Among clients, MacDonald has noticed more interest in nutrition and healthier foods, as well as concerns about whether its products were made from threatened species, including Atlantic Cod, Wild Sturgeon or Grouper, for example. Additionally, he says, Compass Group Canada's customers have sought diversity within its offerings. To stay ahead of the curve, he says, the company utilizes food committees and third-party surveys, and participates in industry groups. Compass Group Canada also consults within its client group to gain information. The company notes that its associates work with a passion for quality and a can-do attitude. “With pride, integrity and humor, we strive as a team to make an impact - on our customers, clients and on each other,” Compass Group Canada says. “We help great associates develop their careers as they help us develop our organization - and we provide support, encouragement and rewards every step of the way,” it continues. “Compass Group Canada believes the best way to influence the future of our business is to help shape the future of all those working within it.” Continuing Focus Compass Group Canada is a division of Compass Group PLC, a foodservice company based in the United Kingdom. In 1941, the company was originally founded as Factory Canteens Ltd., for the purpose of feeding munitions workers. Over the years, Compass Group PLC says it has grown organically and through acquisitions. “Companies joining the group in the 1990s have brought a combination of strength of heritage and in-depth market awareness - together achieving market leadership through innovation,” it states. “Our aim is to be the world's most-profitable and highest quality foodservice and hospitality group,” it continues. Today, Compass Group PLC says it operates with a staff of more than 400,000, while its market sector covers more than 90 countries. According to the company, its divisions set out to provide a standard of service that is second to none. “Underpinning all our activities is a genuine conviction that how our service is delivered is just as important as what is delivered,” it states. “Putting the customer and the client first therefore remains a priority,” it continues. “We work hard to develop a close working relationship and listen carefully and respond quickly to changing needs.” Compass Group PLC explains that outsourcing foodservice provides clients with improved quality, cost effectiveness and customer satisfaction. “Compass Group companies specialize in meeting the needs of their clients through dedicated teams, experienced in the particular demands of specific market sectors,” it states. “Each Compass Group company can also draw on the power of a unique portfolio of world-leading foodservice brands.” The company notes that it also acts with operational excellence. “From the moment we start, by identifying our clients' foodservice requirements, to the point at which on-site facilities have been installed and beyond, we use and apply superior systems, processes, equipment and standards,” it states. “Our significant investment in information technology and our discerning approach to purchasing are just two examples of how we strive to adopt best practices throughout our business,” it adds. “Compass Group sees the continuous growth in earnings per share and the achievement of superior returns on invested capital as major objectives,” it adds. “We are committed to building volume and net profit growth in order to maximize returns for our shareholders.” Array of Services Compass Group Canada serves multiple markets, including business and industry, education, healthcare, remote/off-shore and defense catering, and airports. Its clients have included IBM; Steelcase; the Ford Motor Co.; Suncor Energy; Sunnybrook & Women's College Health Sciences Centre; the Canadian Museum of Civilization; the Rogers Centre, home to the Toronto Blue Jays and Argonauts; and the Bell Centre, home to the Montréal Canadians. The company also offers a portfolio of brands. Some of its national brands include Tim Hortons, Mr. Sub, Starbucks Coffee and Pizza Pizza. Its owned brands include Ritazza, a coffee brand served in more than 400 outlets in Canada and nearly 40 countries. “Our coffee is selected by experts, blended and brewed to exacting standards to suit every individual culture worldwide,” Ritazza says. “We serve only the finest, 100 percent Arabica coffees.” Its Caffé Ritazza brand operates more than 200 coffee bars in nearly 40 countries. Additionally, the locations feature specialty drinks, toasted paninis, ciabatta sandwiches, salads and pastries. Compass Group Canada says its On The Go brand fulfills convenience-retailing needs. “Whether [a client] needs a comprehensive food-to-go program, an exciting upscale convenience store, or a scaled down dining center, On The Go provides a variety of unique solutions for every convenience retailing opportunity,” the company states. Its Upper Crust brand is known in more than 28 countries for serving fresh baguettes. In addition, the brand offers European pastries, dessert bars, gourmet cookies, salads, soups, and hot and cold beverages. Compass Group Canada's Coyote Jacks's Grill concept specializes in serving charbroiled burgers and chicken sandwiches, while its The Big Pita brand serves hand-held pita pockets with meats, cheeses and vegetables. “We also have excellent resources that we're able to provide to our clients,” MacDonald adds, noting that these include health and safety services. In addition, he says, Compass Group Canada's parentage allows it to pool ideas and delivery models that it can apply to its own clients' situations. These delivery models have included its Profiles III and DreamSteam models. In addition, Compass Group Canada also sourced its director of risk management, Dagmar Wilhelm, from Germany. MacDonald notes that the company focuses on forming relationships with clients. This way, he says, Compass Group Canada's clients believe it will work sincerely to resolve any issue which may arise. MacDonald says he sees growth opportunities ahead in Compass Group Canada's markets. “It's just going to be [a] matter of finding people to do the job,” he says, noting that the company will rise above this challenge by “sourcing, hiring and retaining the best people in the industry.” A Steady Balance This past September, Compass Group Canada introduced its Balanced Choices program. The program was designed to aid Canadians in choosing healthier meals at its outlets. “We have been hearing from our customers that they want more healthy food and beverage choices and we realized that although we already provide healthy choices, in many cases our customers are not seeing them,” MacDonald said in a statement. “After an extensive study of industry health and nutritional plans, we wanted to ensure that our approach to healthy eating is holistic and integral to our operation.” “That's what Balanced Choices is about from our mandatory chef training, to operating units developing their own food and nutritional philosophies, attractive packaging to encourage customers to make healthy choices, and the food ID system that will guide our customers who are ready to make healthier food choices,” he added. MacDonald asserts, however, that the Balanced Choices program is not designed to tell people how they must eat. Instead, “we're trying to get people to understand that you need a balanced diet,” he explains. “Pizza is not going to hurt you if you don't have pizza every day,” he continues. “The key to the whole program is not to just influence people, but to help them learn and take eating habits home.” “It is a bit of an educational process to show the value of a balanced diet,” MacDonald says. He adds that Compass Group Canada not only provides materials to educate customers, but also labels the Balanced Choices products and has its dieticians make on-site visits. “Each of the managers that are running the program have to go through [a] fairly intensive online program,” he adds. “It is an educational process for us, as well.” Delighting the Customer Vice President of Human Resources Brenda Brown says Compass Group Canada specializes in hiring people who want to service and delight customers. “That's what makes us great,” she declares. She notes that Compass Group Canada has determined that prior experience with or knowledge about food is not essential to work at the company. “We can teach them about food,” she explains. “You've got to be someone who gets a kick out of serving other people. That's what we look for when we're hiring - attitude.” She adds that the company will use behavioral interviewing during its hiring process, to discover the attitudes and values of its applicants. During the interviews, applicants will be asked questions to determine whether they possess the skill sets that Compass Group Canada is searching for. Additionally, the company provides an extensive training program with a course curriculum. Compass Group Canada also offers Compass College to its potential leaders, which is a six-day training course that is given over three months. Brown notes that the company also places a high emphasis on talent management and succession-planning. Brown says Compass Group Canada recognizes its associates publicly and individually for their success. In its Be a Star program, for instance, teams of its associates are recognized for achieving specific business goals. Through their efforts, she says, associates will earn stars for their work, which are connected to Compass Group Canada's vision, values and business priorities. “Within their units, they will develop programs and activities that will focus on different topics,” Brown says, noting that topics include health and safety, product cost, diversity and quality assurance. She notes that the company will ultimately name groups of its associates as the national units of the year. Its associates receive an award and an invitation to a celebration in Orlando. Brown notes that Compass Group Canada's values focus on passion for quality, sharing success, embracing diversity, winning through teamwork and a “can-do” attitude. “We're looking to each of the units to demonstrate how they have lived these particular values,” Brown says, noting that the program has a different theme each year. “This year, it was 'Quest For Success.'” She adds that the company also has a program called the “Last Three Feet,” which compares the act of making a touchdown to Compass Group Canada's team delivering on its commitment to a client. “Nobody does it on their own,” Brown says. Brown has been with Compass Group Canada for three-and-a-half years. She joined the firm after working as a vice president of human resources for a wine and spirits company. “What enticed me to join the organization was this potential growth,” she remembers. “There is just so much market potential for us.” She notes that many businesses, educational facilities and healthcare facilities are still self-operated in Canada when it comes to foodservice and facilities management. During the interview process, Brown was interviewed by the majority of Compass Group Canada's senior management team. “I had the benefit of meeting the people who would be my colleagues,” she remembers. “I had the opportunity to size them up and I liked what I saw. “I have a great team of colleagues,” she continues. “We all have different backgrounds and different responsibilities, and thus, bring a different perspective to the table.” Brown also praises Compass Group Canada for the importance it has placed on human resources. “[Human Resources] is an equal player at the table,” she declares, noting that she has a seat on its executive and management boards. “I have an equal vote [and] an equal say at the table.” She adds that the company strives to retain its associates as well as build the loyalty of its staff through recognition and rewards programs. “We are also looking at a different service delivery model,” she says. “It's applying technology to better manage our business.” She notes that this model would find a way for the company to accomplish more with less, which results in a reduced hiring need. “We've got make sure we've got a focus on quality,” she says, adding, that the company is “continuing to recruit and retain the great people.” She notes that the company recruits from all markets. She credits MacDonald for the company's success. “It really is Jack, with his vision of where we're going and how he instills it in the team,” she says. “It's exciting to be part of a team that's got that focus [and] a lot of positive enthusiasm. [You] can't help but get caught up in it and want to be part of it.” Evolving Leaders MacDonald says two of Compass Group Canada's dominant markets are the business dining and remote site sectors. The company serves the business and industry sector through its Eurest Dining Services division, which was founded in 1997. Eurest's portfolio of services has included employee dining centers, on-site catering, executive dining rooms, resident vending and additional managed services. “Diversity is the order of the day as Eurest provides innovative dining services to corporate headquarter locations, law firms, manufacturing facilities, distribution centers and all centers,” Compass Group Canada says. “By meeting clients' expectations with high-performance standards, Eurest will continue to evolve as a world-renowned leader of foodservice management for customers in the workplace,” it adds. Compass Group Canada provides remote site services through its ESS Support Services division. “We supply, basically, a home away from home,” explains Brian Arbuckle, president of ESS North America. “We do all services relating to a remote site installation, be it on shore or offshore.” For its oil and gas exploration clients, the company provides retail and multi-activity services. “We offer services across the spectrum, from supplying full-life support services to 20 men in northeastern British Columbia, bringing comfortable living to offshore employees on the Atlantic, to feeding more than 10,000 hungry workers per day north of Fort Macmurray, Alberta,” ESS says. “Additionally, ESS runs retail, leisure and welfare services, and also provides support in supply and logistics, administration and financial services, laundry, air movements, purchasing and reception,” it adds. ESS notes that it has also served logging and mining locations in remote and isolated locations that include northern Saskatchewan, Baffin Island, northern British Columbia, and Nunavut, Canada. Additionally, the company has served hydroelectric power clients and army cadets. “When a forest fire spreads in the remote wilderness areas of British Columbia and northern Alberta, the tired fire crews need nourishment and living accommodations,” ESS says. A challenge for ESS is the physical locations of the sites. “Getting people that want to live away from their families is a challenge,” Arbuckle says, noting that the majority of the company's work is in Canada. Despite this challenge, Arbuckle says ESS has plenty of work in its pipeline. “We have more than tripled the size of this sector in the last three years,” he says. “I don't see any black clouds on the horizon.” Additionally, Compass Group Canada says its Canteen Vending Service division has developed a reputation as “the most recognized name in vending.” Canteen was founded in 1929 in Chicago, and started by servicing five-cent candy bar machines. “Canteen has grown to be three-times larger than its closest competitor,” it declares. “Revolutionizing the industry, Canteen offers cutting-edge Market Central designs, Fresh To You fresh food options and exclusive partnerships with popular national and international brands. “To provide clients with a high-quality vending service, Canteen uses state-of-the-art equipment that utilizes all new industry innovation,” it states. “For vending or office coffee needs, Canteen of Canada is there to provide [customers] with top-quality service.” Adapting and Adjusting Compass Group Canada serves the educational foodservice market through its Chartwells School Dining and Chartwells College and University Dining divisions. “Serving over a million students per day, we take pride in the fact that we provide customers with the programs and solutions that fit their unique needs,” Chartwells says. “There's no cookie cutter here,” declares Ross Munro, president of Chartwells Education Dining Services. “It's not [as though] when you hire Chartwells, you get simply a standard package.” Munro, a 25-year veteran of the Canadian foodservice industry, joined Compass Group Canada when Beaver Foods was acquired from Cara Operations Ltd. in 2000. He says Compass Group Canada acts with an attitude that thinks globally, but acts locally. “That's very comfortable for me, because I came from a smaller Canadian corporation that was about the Canadian marketplace,” he explains. Because of its specialized service, he says, Chartwells has emerged as the “undisputed leader” of K-12 and community college foodservice in Canada and serves more students in Canada each day than any other contractor. This has included a sales process that is driven on the client's issues. “It really is about relationship building and the development of trust, and getting things done,” Munro says. “Through our campus dining service, we learned that the only way to succeed in higher education is to anticipate trends, continuously provide innovative programs and promotions, offer cutting-edge menu options and effectively communicate our actions,” Chartwells says. “Our marketing and merchandising efforts are designed to support the mission and goals of our partners,” it continues. “Therefore, we execute our strategic approach with programs and promotions in locations most feasible with our client's campus master plan.” Munro notes that Chartwells has adopted Balanced Choices as its nutrition program, and has modified its formats to focus more heavily on the Balanced Choices items. “We have modified the way we have delivered [food] in our cafes,” he says. “We've created Balanced Choices areas in the servery that identify for people how and where these menu items can be found.” For its K-12 dining services, Chartwells has a school nutrition policy with a menu promoting healthier food options, and a school nutrition policy. “These elements will highlight the Balanced Choices program and ensure core standards are met in all foodservice locations,” Chartwells says. According to Chartwells, the policy promotes standards with a Balanced Choices combo feature, items made with canola oil and non-hydrogenated margarine, healthy side items and beverages in combos, sandwiches made with whole grain products and lower-fat fillings, fresh salads and vegetables served with reduced fat dressing, bagel and reduced fat muffin items, and healthy snacks in vending machines. “We know that a well-balanced diet is responsible for an individual's state-of-mind and long-term happiness,” Chartwells says. Munro predicts continued growth for Chartwells, as well as the company retaining the leadership position in the provision of student foodservice in Canada. “We will do this through continued focus on the needs of the students that we're servicing,” Munro states. Partners in Health Compass Group Canada serves the healthcare and senior dining markets through Morrison Healthcare Food Services. “We serve some of the largest and most prominent hospitals, health systems and senior living communities in the country,” Morrison declares. “Nutrition is critical to healthcare, and so we strive to deliver meals that meet patients' and residents' complex daily nutritional requirements, as well as a selection of Balanced Choices meal options to visitors and professional employees,” it adds. Morrison notes that its Management Specialists focus on enabling its hospital partners to focus on patient satisfaction. “The sole focus of Morrison Management Specialists are feeding patients, visitors and professional hospital employees,” it states. “Morrison retail marketing is on the cutting edge of creating healthcare retail programs and our goal is to offer our clients quality and convenient foodservice through a host of customized internal and external brand concepts,” it states. “Together, they have a strong track record for growth and quality services to their customers and clients.” Through Morrison Senior Services, the company serves residents in numerous communities within Canada. “Understandably, today's residents prefer to live in communities where they have a voice and a choice,” it explains. “Morrison Senior Services offers residents the opportunity to express their preferences and, throughout the year, resident satisfaction is measured at each community.” Morrison notes it has partnered with another member of Compass Group Canada, Crothall Services Group. “While Morrison is a dedicated specialist to healthcare food services, Crothall is a company with specialized focus on healthcare facilities management,” it states. “The two areas leverage the synergies, expertise and resources of each other when a client desires both food and facilities management services from one company.” Crothall Services Group serves more than 800 hospitals in Canada and the United States and has a staff of 12,000. “The company focuses on providing housekeeping, laundry and linen, facilities engineering, patient transportation and asset energy management,” Crothall states. The sector adds that it has a 98 percent retention rate and 30 clients in Canada that include the Queen Elizabeth II Health Science Centre in Halifax, Nova Scotia, Canada; Mount Sinai Hospital in Toronto; the Vancouver Island Health Authority; and Central Linen and Laundry Services in Dartmouth, Nova Scotia. Compass Group Canada also serves the sports and entertainment sector through its Levy Restaurants and Eurest Leisure and Entertainment Catering divisions. “These divisions operate fine restaurants in cultural venues such as museums,” the company states, noting that it also serves concessions in sporting auditoriums and arenas. Brothers Larry and Mark Levy founded Levy Restaurants in 1978, as a delicatessen in Chicago. “By 1982, Levy Restaurants pioneered the concept of fine dining in stadium and arena environments in its own backyard at Wrigley Field,” it says. Currently, the company provides foodservices at numerous sports venues across North America. In 2002, Levy Restaurants entered the Canadian market, starting at the Rogers Centre and later serving the Bell Centre in Montreal. “At both of these prestigious venues, Levy operates restaurants and provides on-site catering as well as luxury suite services,” it adds. Through its Eurest Leisure & Entertainment Catering banner, Compass Group Canada says it not only serves sports and entertainment, but other venues including the Canadian Museum of Civilization in Ottawa, Ontario, and War Museum and the Royal Ontario Museum in Toronto. “The Toronto Zoo, Ivor Wynne Stadium in Hamilton, [Ontario] and Montreal's Molson Stadium are a few of the venues that are serviced,” the company adds. “Special events, such as the Tennis Masters Series and LPGA and PGA Golf, round out a diverse and dynamic sector.” Compass PLC's divisions also include Compass Group, The Americas, headquartered in Charlotte, N.C. The division serves clients that include Microsoft, Caterpillar, United Technologies Corp., the University of Arkansas, Louisiana State University and the University of Houston. The division also specializes in catering for events that have included the U.S. Open, Ryder Cup and the Academy Awards. Compass Group Canada notes that this division is the 30th-largest employer in the Americas, with 152,000 associates in the United States, Latin America and Canada. The company also says its Groupe Compass Québec division acts as the leading foodservice management company in Québec, with clients that include IBM Canada and Bell Canada. “In addition, Compass Group Québec provides food services to special events such as Volleyball World Cup, La Coupe Rogers, Les Aloutettes de Montréal and Ski Bromont,” it adds. Devoted to Diversity Compass Group Canada is a diversity-oriented company. “Our goal is to improve the quality of work life by using fair and consistent treatment and providing equal growth opportunities for all associates,” it states. Compass Group Canada notes that diversity acts as a key to innovation, providing it with new insights into its business and new opportunities to serve its markets. “Diversity is also critically important because our associates are very diverse in backgrounds, viewpoints and styles and deserve every opportunity to contribute while maintaining a positive work environment,” Compass Group Canada adds. “Our holistic diversity strategy is a roadmap that will direct us toward diversity maturity,” it continues. “To be a diversity mature organization, we must attract great people from a variety of backgrounds, provide support and development that will allow them to fulfill their potential, continually educate our associates so we can create and maintain a positive work environment, while leveraging diversity to improve our bottom line.” Brown adds that Compass Group Canada is “constantly aware that English is not always the first language of all of our associates.” She notes that the company is focused on operating with a staff that speaks both English and French. “On top of that, we're conscious of the changing demographics of the work force and our customer base,” Brown says. “Particularly on the west coast, we're finding a strong influx of other nationalities.” Within Canada, she notes, there is a large aboriginal population. Brown explains that the company has partnered with the Canadian Council of Aboriginal Businesses to hire aboriginals, to provide training opportunities and to help them succeed in business. Walking the Talk Compass Group Canada says its parent company is dedicated to social responsibility. “Today, after a long series of acquisitions and partnerships, our reach spans the continent,” it states. “As a global company, we are acutely aware of the impact of our operations on the communities in which we do business and on society in general,” it continues. “Acting responsibly is part of our corporate DNA and is at the very heart of our vision and values. “We embrace responsibility to do what's right,” Compass Group Canada states. “Our ambition is to be a truly great company and to be the standard by which others are judged.” To demonstrate this dedication, Compass Group PLC became a signatory of the United Nations Global Compact in July 2004. “This is a signal of our commitment to the 10 principles enshrined in the compact in relation to human rights, labor standards, the environment and anti-corruption,” Compass Group Canada declares. In 2004, ESS Support Services became a five-year sponsor of the Aboriginal Business Hall of Fame. Jocelyne Soulodre, president and CEO of the Canadian Council of Aboriginal Businesses, said that the council was pleased by ESS' sponsorship. “They are a company who works with aboriginal entrepreneurs every day - they understand the important role those business people are playing in returning their communities to economic health,” she stated. “They know that the role will grow and they are taking steps now to be part of the brighter future that is coming.” “At ESS and Compass Group Canada, we walk the talk,” MacDonald said. “We want to help honor the men and women who have laid the foundation for the renaissance that is underway in the Aboriginal Canadian economy.” A Fine Facility This past November, the Milton Cook Chill Facility, operated by Compass Group Canada's Eurest division, received the Silver Award for Service Delivery from the Canadian Council National Awards for Private-Public Partnerships (CCPPP). According to Compass Group Canada, the CCPPP honors governments as well as public institutions and their private - sector partners. “These partnerships have demonstrated excellence and innovation in the establishment of public-private partnerships, which benefit the public interest in infrastructure products or service delivery,” the company explains. “The awards are presented annually to showcase Canadian excellence and innovation in project financing and/or generation of economic benefit, which result in enhanced quality of public services and facilities,” it adds. The facility produces frozen inmate meals for the Maplehurst Correctional Center as well as additional institutions in Ontario. “The cook chill system allows meals to be prepared in advance, for short-term storage and re-heated for serving,” Compass Group Canada states. “This cook chill technology is designed for high food quality, great taste and solid value; allowing the province to save taxpayers dollars through large-volume food preparation,” it adds. Additionally, the Milton facility also received the Gold award of excellence from the Public Sector Quality Fair. The facility received the award for excellence in a public-private partnership. In addition, Compass Group Canada notes that Celine Rousseau, executive vice president of Group Compass Québec, was named the Quebec Private Industry Woman of the Year this past October. The award was presented by Le reseau de femmes d'affaires du Québec, a businesswoman's network, in collaboration with Les Affaires, a business magazine. Berwick Magic Berwick Retirement Communities Ltd. is a leader in the planning, development and management of retirement lifestyle residences, with four locations in Canada, and approximately 700 total residents. The company's main objective is to provide residents with the highest-quality retirement lifestyle. Of course, providing a high-quality lifestyle is not possible without high-quality foodservice. That's why since it opened its doors in 1989 Berwick has contracted its foodservice with Compass Group Canada. “Providing services, including meals, is very important,” says Patricia Towne, Berwick vice president of administration. Working under contract with Berwick, Compass Group Canada is responsible for its own staff and for setting up menus and budgeting for food costs. There are many reasons, Towne says, for the two companies' long-term and positive working relationship. One is Compass Group Canada's buying power, which allows it to maintain competitive food prices. The other is its “wonderful” staff orientation tools, she says. “They're attune to our needs, and that starts from the top with Jack MacDonald, Compass Group Canada's CEO,” she says. “The attention he gives his board, directors and associates is second to none and I've seen this first-hand at one of [Compass Group Canada's] functions in Vancouver.” Towne says one of the main comforts of working with Compass Group Canada is the manner in which it treats clients. “They're not like a contract company,” she says. “It's a close relationship. When Berwick has staff recognition, Compass Group Canada is included. You'd never walk into a Berwick facility and think we are using a contract company.” It also helps that Compass Group Canada has one person who oversees Berwick's foodservice needs. “Kelly Lazaro, district manager, maintains quality service standards and performs orientation [to all residences],” Towne says. Berwick's needs exceed the standard three-meals-a-day routine, too, and Compass Group Canada helps make that possible. “We do special functions, such as a Canada Day celebration, Mother's Day, open houses and staff appreciation,” she says. “We also have dining rooms where seniors book the space and get a five-star dining experience. It's a hotel-type dining presented by our executive chefs.” The combined team of Berwick and Compass Group Canada must be doing a good job, because residents are generally satisfied with the quality of food and service. “We allow them to participate in what they want on the menu [with feedback cards],” she says, adding that Compass Group Canada understands and follows the trends of the senior demographic. Berwick has even let residents step inside of the kitchen to see how much work and quality goes into their meals through Dining with the Chef. This program became a huge success. “At some point, some of our residents got the impression that just because we used a contract foodservice, we were literally bringing food in from the back door,” she says. “Dining with the Chef helped people understand what the chef does on a daily basis.” She says although it seems like a marriage made in heaven, the partners have “had challenges where things don't go as planned,” but the two work it out. “It's my philosophy that we're guests in the residents' homes,” she says, so it's up to Berwick and Compass Group Canada to do what it takes to satisfy their needs. “We feel we have a magic that people can feel,” she says. “We like to call it our Berwick magic. Compass Group Canada associates are very much a part of that.” In the future, Towne says the two companies will continue to work with the staff to further develop quality assurance, presentation and choices. “In the foodservice industry, it's important to work closely together to offer alternatives and choices we never want to be the same old, same old,” she says. “We look to Compass Group Canada to lead us regarding seniors and needs. We think this relationship has worked so well because our philosophies are parallel and we're willing to work through differences. It's about open communication and it's about doing the best thing for the residents.” |
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