University Business - October 2009 - (Page 40)

UB Dining Halls of Distinction Small/Medium Private Institution WINNER: Strategic placement of food and beverage stations and a roomy servery keep things moving. Bucknell University (Pa.) LOCATED IN BUCKNELL’S STUDENT center and managed by Parkhurst Dining Services, The Bostwick Marketplace has menus that mirror the ethnic diversity and developed palate of the student body, with one-quarter of offerings focused on world cuisine through the Hemisﬂavors program. At the Egg Bar, Mongo Bongo (Mongolian BBQ), and Bravisimo stations, everything is prepared to order. Beverage stations are located in the dining room, and the ice cream station and Wall of 16 Cereals are near the back exit door— all helping to prevent congestion in the servery. Through the Be a Reﬁller program, students can buy a sticker for a buck and display it on their own mugs to get a price reduction on reﬁlls. On-the-go students can grab a special take-out meal and be on their way; a reusable plastic container is sold for $5, and students can bring it back to exchange for a clean one. To gauge student opinion, the dining team conducts two 300-guest satisfaction surveys and several focus groups each year (student catering and new pizza concepts are some past topics). Outside one entrance a digital picture frame shows responses to submitted comments. Students can also share their thoughts with two peers who serve as dining sustainability coordinators. Other green efforts: One-quarter of produce is purchased locally (which also helps keep costs in check), and biannually a “local and organics” dinner features products from local growers, farms, dairies, and purveyors. To keep quality and customer service top of mind, culinary staff undergo a mandatory Culinary Institute of America web-based training program, and all staff participate in regular associate training. The facility shows so well on tours, which may bring 100 families a day through the space, students have reported that it not only was a deciding factor in enrollment but that it caused them to question other institutions’ dining programs. Management will chime in during tours, particularly to answer questions about special dietary needs. About 20 private storage bins within reach of the cooks are available for students who need particular ingredients. It’s just one example of how a dining program can think globally while paying attention to the details. Spicing Up Campus Dining: 20 Ideas to Consider 1. Personalized décor—featuring a campus mural, as at Georgetown University (D.C.)*, or student artwork, as at Winthrop University (S.C.) and the University of Southern California.* 2. Floral touches—as the College of Mount St. Joseph (Ohio) and Chatham University (Pa.) include. 3. Regular admissions contact—such as at Clark University (Mass.) and Gettysburg College (Pa.), so tour guides know what to highlight. 4. Free food for prospectives—which can be a full meal or even just a treat, as Ashland University* in Ohio and the College of Mount St. Joseph provide. 5. Pre-order options—as at Benedictine University (Ill.),* where students can text message their orders. 6. A signature dish—the Hoya Wrap at Georgetown or the French Dip* at Whitworth University (Wash.) might provide inspiration. 7. Formal and informal feedback mechanisms—from surveys and “dine with the director” events (as at Baylor University* in Texas) to paper and virtual comment cards, to managerial face time with students. 8. Student on staff—such as the paid student promotion coordinator position at Franklin and Marshall College (Pa.) 9. Web communication efforts—such as Loyola University Maryland’s* Facebook and YouTube programs for prospectives, or the live webcams used by Lipscomb University (Tenn.).* 10. A “We Heard You” program to note changes made based on feedback—such as at Southern Methodist University. 40 | October 2009 11. On-campus produce—from an herb or vegetable garden that ideally students tend as a learning experience. 12. Posted nutrition info—via a kiosk, the web, or both. 13. Special cooking demos—with fun titles, a la Embry-Riddle Aeronautical University’s (Ariz.) “How to Impress Your Date for $20.”* 14. A separate take-out area—with biodegradable and reusable containers (try charging those who use disposables). 15. Reusable cups and mugs—with discounts given to those who choose them. 16. Napkin holders on tables—so diners don’t grab more than they need. 17. A cooking oil conversion program—such as at The College of Wooster (Ohio), where a catering truck runs on waste oil. 18. Preservice powwows—before each meal, as the College of Mount St. Joseph, Clark University, and George Mason University (Va.) do. 19. Mystery shoppers*—which Rollins College (Fla.), the University of South Florida, the University of Mary Washington (Va.), and Eastern Kentucky University use to ensure superior service. 20. Community-building events—such as an annual Thanksgiving dinner (like at Chatham and Gettysburg) or “Friday on the Quad”* at Roanoke College (Va.). * See the online version of this article for more delectable details about these add-ons and the must-have features for any dining program today. universitybusiness.com http://www.universitybusiness.com

Table of Contents for the Digital Edition of University Business - October 2009

University Business - October 2009
Contents
Editor's Note
College Index
Company Index
Advisory Board
Behind the News
Viewpoint
Financial Aid
Lessons in Video
Dining Halls of Distinction
Lost in Space
Independent Outlook
Internet Tech
End Note

University Business - October 2009