You’ve probably heard the saying, “If you want it done right, do it yourself.” Colleges and universities that want to operate their own dining program often seek to control costs and maintain high standards, but does that really happen? We recently interviewed Marjorie Shamp, Food Service Director at The College of Wooster. She led the dining team when it was self-operated and then became a Creative Dining Services leader and team member when Wooster outsourced its operation.
In a recent interview, she shared her experience, including why the College of Wooster decided to partner with a hospitality company, concerns she had about the potential transition, and advice she has for colleges who are considering making a change. Here’s what she had to say.
As a self-operating program, what concerns did you have in transitioning to a hospitality management company?
“Personally, my biggest fear was that it would become a corporate-feeling dining program; I didn’t want to have menus dictated to us, and I didn’t want to lose the ability to do something for a student who had a really tricky combination of allergens that they just could not accommodate.”
Marjorie was concerned that vendors would be chosen for her, menus and ingredients would be predetermined, and she would lose the ability to accommodate students with special requirements. However, she found that this wasn’t the case.
The Creative Dining Operations team met with her and her staff to address their concerns, answer their questions, and calm their fears. As a result, 93% of her staff stayed on through the transition.
What expectations did you have in moving forward with a contracted management company?
The College of Wooster set the bar high with great expectations. They desired realistic solutions to enhance the campus dining program, such as a space to serve allergen-free meals to students with specific dietary requirements. They also wanted campus dining to be an admissions feeder, working hand in hand with the other departments on campus to grow enrollment.
What changes did you see after you partnered with Creative Dining?
To quote Marjorie directly: “Resources-aplenty!”
Increased technology resources have saved Marjorie and her campus dining program time and energy! Creative Dining provides an online catering system that has allowed her catering manager to put down the pen and paper. Now they can download the latest catering orders directly from an online catering portal where faculty can request food and beverages for meetings 24/7.
Online job recruitment through Creative Dining has been resourceful in filling immediate needs. Candidates who register and are vetted can accept same-day job assignments and receive payment immediately after the work is completed. Marjorie has posted weekend dishwashing positions that always get filled.
Online LMS (learning management systems) training modules can be assigned to staff, allowing them to brush up on their culinary skills and learn how to serve safely. This saves Marjorie significant supervisory time and allows her to focus and contribute to the operation in more meaningful ways.
Marketing and Human Resource specialists have been great resources for Marjorie and her team. From promotions to signage, Creative Dining specialists support her team’s efforts to engage the student body. For team member support, Creative Dining specialists provide training and resources in Psychological and Safety consultations and Mental Health Awareness training.
“With the additional resources Creative Dining has provided, staff recruitment has become easier, and retention is gradually getting better.”
What advice would you offer to private self-op colleges and universities that might be considering outsourcing their food program?
The College of Wooster chose to enlist the expertise of a consultant to facilitate communication between the college and the companies under consideration, and Marjorie was actively involved in the process. She effectively navigated through the financial commitments proposed to help determine whether they were realistic.
Wooster’s decision to involve her in the process helped with the adoption of the new hospitality company and program by the dining staff. Additionally, the dining staff actively participated by meeting with the final two selections, providing valuable input, and seeking clarifications.
Are you considering outsourcing your dining program?
We have a proven method on how we craft personalized dining programs. You keep the control; we bring the resources.
