Course: Z1748 – Services Information System

Year : 2017

Managed Services
Session # 05
 Objectives
• Outline the different manage services segments
• Describe the five factors that distinguish
managed services operations from commercial
ones
• Explain the need for and trends in elementary
and secondary school foodservice
• Describe the complexities in college and
university foodservice
• Identify characteristics and trends in health care,
business and industry, and leisure and
recreation foodservices
 Overview

• Managed Services consist of:

– Airlines
– Military
– Elementary and secondary schools
– Colleges and universities
– Health care facilities
– Business and industry
– Leisure and recreation
– Conference centers
– Airports
– Travel plazas
 Overview

• Several features distinguish managed services

operations from commercial foodservices:
– In managed services, it is necessary to meet both
the needs of the guest and the institution
– In some operations, the guests may or may not
have alternative dining options available and are a
captive clientele
– Many managed operations are housed in host
organizations that do not have foodservice as their
primary business
 Overview

• Features distinguishing managed services operations

from commercial foodservices (continued):
– Managed services operations produce food in
large-quantity batches for service and
consumption within fixed time periods
– The volume of business is more consistent and
therefore easier to cater
 Airlines and Airports

• Airlines may either provide meals from their own in-

flight business or have the service provided by a
contractor
• Gate Gourmet International is the largest in-flight
foodservices provider—operating in 27 countries on 6
continents from more than 140 catering facilities and
producing more than 250 million meals on average
annually
• In-flight foodservice management operators plan
menus, develop product specifications, and arrange
purchasing contracts
 Airlines
• Airlines regard in-flight foodservice as an
expense that needs to be controlled
• To trim costs, most domestic airlines now sell
snacks instead of meals on a number of short
flights and even on flights that span main
meal times
• As airlines have decreased in-flight
foodservice, airport restaurants have picked
up the business, and the number of chain
restaurants in terminals have increased
 Military
• There are about 1.5 million soldiers, sailors, and
aviators on active duty in the U.S.
• Feeding military personnel includes feeding troops and
officers in clubs, dining halls, and military hospitals, as
well as in the field
• $6 billion dollars each year
• Trends:
– Contract of officer’s club
– Fine dining to casual style
– Menu management
– Prepared foods
– Use of fast-food restaurants on bases
 Elementary and
Secondary Schools
• National School Lunch Act of 1946:
– If students receive good meals, the military
would have healthier recruits
– Such a program would make use of the surplus
food that farmers produced
 Elementary and
Secondary Schools
• National School Lunch Program:
– Federal funding is provided in the amount of
approximately $2.19 per meal per student
• Much work has gone into establishing the
nutritional requirements for children
• Much debate has arisen as to whether fast-food
chains should enter the schools
• Nutrition education programs are now a required
part of the nation’s school lunch program
 Colleges and
Universities
• Residence halls
• Sports concessions
• Conferences
• Cafeterias/student unions
• Faculty clubs
• Convenience stores
• Administrative catering
• Outside catering
 Campus Dining
• Challenging because the clients live on campus and
eat most of their meals at one of the campus dining
facilities
• Daily rate is the amount of money required per day
from each person to pay for the foodservice
• College foodservice operations now offer a variety of
meal plans for students
Figure 8–4 Operating
Statement
 Responsibilities in
Managed Services
• A foodservice manager’s responsibilities in a small or
midsize operation are frequently more extensive than
those of managers of the larger operations
– Larger units have more people to whom certain
functions can be delegated, such as human
resources
– A number of support staff positions offer career
opportunities not only within managed services but
also in all facets of hospitality operations and
arrangements
 Healthcare Facilities
• Health care managed services are provided to:
– Hospital patients
– Long-term care and assisted-living residents
– Visitors and employees
• The service is given by tray, cafeteria, dining room,
coffee shop, catering, and vending
• The main focus of hospital foodservice is the tray line
• Experts agree that because economic pressures will
increase, foodservice managers will need to use a
more high-tech approach to incorporate labor-saving
sous-vide and cook-chill methods
 Business and Industry
(B&I)
• Contractors: Companies that operate
foodservice for the client on a contractual basis
• Self-operators: Companies that operate their
own foodservice operations
• Liaison Personnel: A liaison is 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
 Business and Industry
(B&I)
• Contractors have approximately 80% of the B&I
market
• The size of the B&I sector is approximately 30,000
units
• To adapt to corporate downsizing and relocations, the
B&I segment has offered foodservice in smaller units,
rather than huge, full-sized cafeterias
 Leisure and Recreation
• Stadiums
• Arenas
• Theme parks
• State parks
• National parks
• Zoos
• Aquariums
• Venues where food and beverage are
provided for large numbers of people
 Leisure and Recreation
• What makes this segment unique and fun is
the opportunity to be part of a professional
sporting event, a rock concert, a circus, or
other event in a typical stadium or arena
 Stadium Points of Service

• Leisure and recreation facilities usually have

several points of service where food and
beverage are provided
– Hot dog stands
– Restaurants
– In the stands
– Superboxes, suites, and skyboxes
 Trends in
Managed Services
• College and university foodservice managers face
increasing challenges
• Declining enrollment
• Increase in use of campus cards
• Increase in food to go
• Increase in use of foodservice carts at vantage
points
• Dueling demands for managers from students and
administrators
 Trends in
Managed Services
• 24-hour foodservice
• Business increase in healthcare and nursing
homes
• Proliferation of branded concepts
• Development of home meal replacement options
• Increasing use of fresh products
 REFERENCE

• John Walker. (2012). Introduction to

Hospitality. 06. Prentice Hall. ISBN: 978-
0132814652.