AHEAD OF THE GAME MOFFAT AND OPTUS STADIUM TEAM UP IN PERTH, AUSTRALIA - Ali Group
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INTERNATIONAL
THE ALI GROUP MAGAZINE ISSUE 7 | OCTOBER 2018
AHEAD OF THE GAME
MOFFAT AND OPTUS
STADIUM TEAM UP IN
PERTH, AUSTRALIA
UNDER THE DOME
PIONEERING PRODUCTS FROM FALCON AND
WILLIAMS AT THE UNIVERSITY OF DERBY
PARADISE WON
PARADISE CASINO IN SOUTH KOREA
TAKES THE SAFEST BET ON AMBACH
COVER STORY ALI GROUP
WELCOME
Let me extend my heartiest welcome
to the latest edition of Aliworld
L
ooking through the stories in this Also in this issue, you’ll see how a
issue reminds me of the fact that even sports venue in Australia is rethinking
though we all have our own individual its food choices by offering a variety of
problems and concerns, many of you both upscale and grab-and-go options.
face the same issues regardless of location. It’s sure to make you reconsider the way
Everyone faces labor-related challenges, you think about so-called ‘stadium food’.
including finding and retaining qualified You’ll also learn how one Michelin-rated
team members. Ever-increasing food costs restaurant and hotel in Sweden capitalizes
affect your bottom line. New ordering on the new interest in Nordic food by using
and delivery systems change the way you fresh, local ingredients in modern, stylish
produce and serve food. And kitchen sizes presentations. And if you’re interested in
continue to shrink to accommodate an high-volume operations, you’ll see how we
increased front-of-house area. helped a casino in South Korea install 20
As always, we at Ali Group have a kitchens. This issue contains these stories
continual focus on designing and producing and a whole lot more that showcase just
products that help you meet those some of the ways that we at Ali Group
challenges. At the same time, we keep an listen to our customers and provide them
eye on the trends looming on the horizon. with products that meet their needs.
One of those trends that affects operators On a personal note, I was happy to see
globally is the advancement of technology. so many of you at HOST in Milan last year.
Consumers today want convenience more We are already in the planning stages for
than ever. We’ll show you some of the HOST 2019, and we look forward to seeing
new technologies and systems that help many of you there as well.
operators facilitate consumer orders from From all of us at Ali Group, let me extend
almost any location and allow diners to my sincerest wishes for a happy and very
take delivery of their food within minutes. prosperous 2019.
The stunning Optus Filippo Berti
Stadium in Perth, Australia, Chief Executive Officer, Ali Group
opened in January 2018
3
COVER STORY ALIWORLD
CONTENTS Rancilio Speciality
gives Baristas more
control over water
temperature profiles
56
78
10 20 30
INTRODUCTION TRENDS PEOPLE 44 FROM THE HEART INNOVATION 78 KITCHEN MASTERS
FICO Eataly World is more than Following Baron's sweeping
just an amusement park for foodies. rebranding, it aspires to be the
06 MAKING YOUR OWN LUCK 16 REALITY TECH 24 TEAM UP Andrea Tolu speaks to the team 68 COLD COMFORT most durable and reliable everyday
Based in Iowa, US, Tim Garbett Foodservice is changing across Changing a company culture can be behind the world’s largest agri-food Otello Cattabriga's eponymous choice for commercial kitchens
is president of ACP, Inc. Here, he all segments of the industry. a tricky business. For Marco Ferroni park about its use of Ali Group brands 90-year-old company, part of
outlines the markets that two ACP The two key driving forces and his team at Lainox recognizing Carpigiani and Esmach Ali Group’s Iceteam 1927, remains 84 ROLL UP FOR THE SHOW
brands, Amana and Menumaster, behind this are primarily the positive effect of people power is as cutting-edge as ever Belshaw Adamatic's self-contained and
operate in, how he sees the sector ever-improving technology essential for future success, reports 50 MODERN MEDICINE versatile donut system, means these
developing and the key long-term and a desire for greater Andrea Tolu In order to deliver high-quality, 70 HISTORY IN THE BAKING tasty treats can be made anywhere
challenges the industry will face convenience from nutritious meals for patients, the Social enterprise Pain et Partage
customers. How the kitchens at AZ Zeno hospital in work closely with Pavailler to create
industry responds to Knokke, Belgium, required Metos a rewarding partnership ALI GROUP WORLDWIDE
COVER STORY these changes in the SUCCESS STORIES to provide the best equipment and
short and long term design solutions, finds Sandra Haurant 74 INTELLIGENT
is pivotal, CURIOSITY 86 AROUND THE WORLD
10 FOR THE LOVE OF THE GAME reports Sarah 30 PARADISE CITY 56 A PROJECT LIKE NO OTHER Top pastry chef International news round-up
Bringing to life a new, premier Gallagher How paradise City Casino in The University of Derby’s grand Leonardo Di Carlo from Ali Group companies
venue for Australian sports fans Incheon, South Korea, raised the Buxton Campus looks to the future describes how across the globe
led Moffat to create a kitchen bar with Ambach equipment with Falcon, Williams and Lainox his relationship
infrastructure to support fine-dining with refrigeration 92 OUR BRANDS
and convenience food outlets that 38 FLEXIBLE FRIENDS 62 SPECIAL MACHINES manufacturer Ali Group’s sector expertise
matched the quality and diversity Why PM & Vänner chose Rancilio’s dive into the global Hiber allows him
of the sporting displays on the Wexiödisk to take its hotel specialty coffee market could set the to focus on quality 94 CONTACT US
pitch, reports Jim Banks warewashing to the next level standard for many years to come and reliability Addresses and contact details
4 5
INTRODUCTION
MAKING YOUR
OWN LUCK
E
Based in Iowa, US, arly in my business life, my mentor agents and parts distributors around the
Jim Thayer, vice president of world to ensure end-users get a satisfying
Tim Garbett is president sales at the appliance company ownership experience.
we worked for, taught me a quote ACP markets its products using two
of ACP, Inc. Here, he from Seneca, a Roman philosopher brands, Amana and Menumaster. Amana
outlines the markets that in Emperor Nero’s court: “Luck is when products are sold to most dealers in the
preparation meets opportunity.” US, while Menumaster products are sold
two ACP brands, Amana That line stayed with me. Opportunities around the world. They go to our largest
may come and go, but the quality of US trading partner and dealers in the
and Menumaster, operate our preparation to take advantage of Europe, Middle East and Africa (EMEA)
in and how he sees the them decides whether or not we are and Asia Pacific (APAC) countries.
successful. Success in business isn’t
sector developing about what we sell. It’s about how we ESTABLISHED AND GROWTH MARKETS
sell it. Having the right teammates, High-speed cooking was invented in
understanding customer needs and the US, where the foodservice industry
meeting those needs eventually wins out. is pervasive and multi-unit operators
At ACP, we are the foodservice industry dominate. For decades we depended
experts in applying radio frequency to heat on the US, while only exporting a little.
food. Our unique selling proposition is US fast food chains use high-speed ovens
simple: we design top-quality, dependable, to deliver hot food to customers and
high-speed ovens and we support our ACP is their primary supplier in our
equipment with the best parts and product category.
service. Operators want a supplier that We have a sales and culinary team
can service and repair equipment quickly devoted to chains in the US and abroad. In
and effectively. the reseller sector, ACP has been voted best
ACP has a global team of sales and in class by US food equipment resellers
service people working in the quick for as long as the award has been around.
service, fast casual, healthcare, business, That’s due to our outstanding network
military and white tablecloth foodservice of sales reps, resellers, consultants, field
sectors. We also have the best service service agents and spare parts distributors.
6 7
INTRODUCTION
operators are growing alongside diverse Sales and service are managed out of
independent operators. Singapore by associates who speak multiple
“ACP’s unique selling ACP manages finished goods and spare languages and work to enhance our
parts inventory in Belgium to supply network of finished goods and spare parts
proposition is simple: dealers across the EMEA region. A team resellers, along with service agents across
we design top-quality, of resident sales reps serves the market the region. We host websites in English and
dependable, high-speed and our customers are supported by a Chinese and sales literature is available in
ovens and we support our multi-lingual call center in Belgium. We local languages. Chefs in the region support
employ chefs in the region to support sales our customers in their languages.
equipment with the best initiatives and end-users. Literature is
parts and service” available in local languages. Our Europe- MAJOR LONG-TERM CHALLENGES
based ACP service manager appoints, trains I believe there are at least four challenges
and supports service agents throughout facing equipment manufacturers. First, we
the region. An independent spare parts face economic and political uncertainty.
We provide unsurpassed customer distributor provides spares in parallel with Average checks and dining frequency
support in the US, where we operate two
call centers. One helps end-users operate
our own spares operation. It’s great for our
customers and they’ve rewarded us with
decline as economic conditions worsen.
Having political, financial and business TIM GARBETT
their ovens, find food heating solutions
and obtain service. The other provides live
excellent sales growth.
Some countries in the APAC region
leaders working together to foster
economic growth and stability would
IN PROFILE
technical support from service experts to have well-developed utility infrastructure, be a blessing. Instead we have too much
I studied history and
our field service agents on the job. Our while others are in varying states of destabilizing political partisanship that
psychology in college before
competitors don’t do that. We also have development. The better the infrastructure, perpetuates the economic cycle of boom
moving into sales for major
chefs who support menu development for the greater the opportunity for our and bust.
appliances. When I got into
foodservice operators that heat food in products. As disposable income rises, Second, we have the challenge of
that business there were
our ovens. ACP manages inventory in 12 dining out increases. We are starting to harnessing improving manufacturing offsets from improvement in product
dozens of US major appliance
warehouses across the US and three introduce our European business model technology. New equipment and process design, fabrication and assembly.
manufacturers selling to
in Canada. to the APAC region. We have a logistics design concepts yield improvements in Next is the challenge of training
thousands of independent
Now, our growth outside the US is on center in Hong Kong to supply the region, productivity and efficiency and, as material operators. The hallmarks of high-speed
family-owned appliance dealers.
a fast track. Europe has excellent utility while more are planned. costs rise, manufacturers can find partial heating equipment are simplicity of
infrastructure. Multi-unit operators are operation, speed of throughput, quality
When I left for the foodservice
steadily increasing their foodservice of output and energy efficiency. Success
equipment industry in 1997,
market share, yet there are still many requires training and management of
there were only three US
successful single unit operators. In the staff to clean and operate the equipment
major appliance companies
Middle East and Africa, where there is and ensure a particular menu item is
and multi-unit appliance
dependable infrastructure, multi-unit a consistent weight, shape and start
retailers dominated the
temperature when it enters the oven. and providing the equipment that chefs
retail sector. In contrast,
Helping operators make that happen is and staff use to make it happen.
while there has been some
a challenge for all manufacturers. On the manufacturing side, much has
consolidation, the foodservice
Finally, attracting and retaining talent changed since I joined the industry. Today
industry remains a personal
is a big challenge. Programs devoted we have lasers that cut and punch, robotic
business: it's still families
to training engineers in commercial press breaks and more automated welding
selling to families.
kitchen equipment design are virtually equipment, while quality assurance uses
non-existent. There are talented people in computer driven lasers for measurement
I love this industry because of
the equipment business, but generally they and bar codes are on the equipment and
the people. My associates, the
are born into it or stumble into it. cartons. It’s a particularly exciting time
reps, dealers and consultants,
I came out of home appliances and into for the industry.
the foodservice people, are
the foodservice equipment sector in 1997. Overall, I am optimistic about the
great folks. It’s fun to work
The challenge of attracting and retaining long-term prospects of the industry.
and socialize with them. The
Attracting employees talent to the industry hasn’t changed Consumers will always dine out for the
market is about satisfying
is a major challenge much. The industry is full of families, their sake of speed, convenience, pleasure
in this industry, but
our operators and their
friends and people who got lucky and and celebration. Where they spend their
Tim Garbett believes consumers. I love good food
found a place in it. The food side is fun. So money in foodservice may shift with age,
there are already and sharing it with friends.
many talented is being a part of the process of creating personal values and income, but they’re
people working in it that food experience by designing, building going to keep spending. ¯
8 9
COVER STORY
The Optus Stadium
in Perth, Australia,
boasts both fine-dining
and convenience food
outlets
10 11
COVER STORY
“Lots of things make
THE STADIUM CAPACITY OF
Moffat a great partner. HOLDS 60,000 65,000 PEOPLE
They are always trying PEOPLE FOR FOR SOCCER
to innovate and stay
attuned to the industry
FOOTBALL AND RUGBY
more than most” MATCHES
This is high praise indeed, considering
that Moffat has worked on sites for both
the London and Sydney Olympic Games.
The Optus Stadium is on the same grand
scale. It has a capacity of more than 60,000
people and will primarily host Australian
rules football and cricket matches. It will
be home to Perth’s two Australian Football 36 MONTHS OF TOTAL
League (AFL) teams – the Fremantle
Football Club and the West Coast Eagles – CONSTRUCTION CAPACITY
OF 70,000
A
but it will also be the venue for a vast range
Bringing to life a new, ustralia’s passion for sport runs
deep. For more than a century, a
of sporting and entertainment events,
including rugby and soccer games, and PLAYING FOR MUSIC
premier venue for Australian love of sport has been sinking into
the soil of Burswood. This suburb
concerts - all of which will take place
under the illuminated halo roof. FIELDS CONCERTS
sports fans led Moffat to of Perth was once home to the first golf
course in Western Australia, built in 1895, FEEDING FANS’ APPETITE FOR THE GAME
MEASURES
create a kitchen infrastructure
and back then its clubhouse was a simple For a stadium that hosts more than 165M X 130M
to support fine-dining and mud hut. Now, from that same soil has 60,000 fans at sporting events and up to
arisen the city’s new home for sport – the 70,000 music lovers when the seating
convenience food outlets stunning Optus Stadium. is reconfigured for concerts, catering
that matched the quality For the last three years, people looking facilities were high on the list of priorities
across the Swan River from the city’s busy in the design brief. The venue houses more
and diversity of the sporting central business district have seen the than 50 food and beverage outlets offering
steady rise of the country’s third-largest meals and refreshment for every taste, be it
displays on the pitch, reports
Jim Banks
stadium, with its eye-catching halo roof
and its unique bronze façade.
fine dining or grab-and-go options.
From the Locker Room, where fans can 50 FOODSERVICE
The doors of this impressive structure
opened in January this year, in the middle
watch players warm up for their matches,
or the Riverview Rooms with spectacular FACILITIES
of Perth’s blistering summer, with the views across the Swan River, to the à
promise of great entertainment and
excitement to come.
la carte and buffet restaurants by the
stadium’s western entrance and the fast- MORE
“This is an outstanding project,” says
Michael Lillico, general manager, sales
food vendors located all around the seating
areas, food is everywhere. Even the former THAN
and marketing at Moffat, which supplied Burswood Golf Course clubhouse and 18,000M2
equipment for all of the food vendors
operating in the stadium.
function rooms are soon to be redeveloped
to add more bar and restaurant facilities. OF TURF
“It is a skyline item in Perth that looks The food in every outlet – from the
sensational. I’ve seen nothing like it and it fine-dining areas to the fast food stalls
will certainly lure more sporting events to – is largely sourced from locally owned
the city. For me, this is up there with the and operated businesses. The menu even
biggest and most satisfying projects I have features exclusive items, such as Mrs. Mac’s
ever worked on.” Dardanup Evertender Steak Pie.
12 13
COVER STORY
incorporating smart door design for
MOFFAT’S “Lots of things make
extra safety. KEY EQUIPMENT SUPPLIED BY
TURBOFAN Moffat a great partner.
The Washtech product range used
in the stadium’s many bars, including
MOFFAT
OVENS They are always trying the Chairman’s Club Bar and Skylounge,
is equally innovative. Robust and easy
Waldorf 800 series heavy-duty cooking
line configurations offer more features
to innovate and stay to service and maintain, the machines and more combinations, clean lines,
attuned to the industry offer an easy-use control panel and also consistency in a modular design to create
more than most” feature unique copper rinse tanks that are an almost seamless kitchen workspace
designed to withstand even the harshest Turbofan convection oven systems
water conditions. have been designed to suit any
Foodservice consultancy Mike Driscoll application, with all the power and
& Associates (MDA) was charged with versatility you need from a convection
“There’s a lot of grab-and-go foodservice, providing the overall catering strategy oven. The clever footprint and ability
so there needed to be facilities to prepare, for the venue as well as the individual to double stack the ovens, or with the
regenerate and hot-hold food products in detailed designs that would meet the many P Series prover/holding cabinet, provides
the outlets so that they are prepared when and diverse needs of the catering plan. more space in the kitchen and increases
the rush comes,” says Lillico. MDA is no stranger to large-scale, flagship the output of product
“The stadium is a very large facility, but projects, having worked on Wembley FastFri is an impressive economical
WEXIÖDISK’S METOS’ people never have to walk more than 40
meters to a food outlet. Our job is to work
Stadium in London and Royal Ascot in
Berkshire, England, and the Carrara Sports
18-liter gas deep fryer. It was easily
incorporated into the food outlets as an
DISHWASHERS KETTLES with the consultant to talk through all of
the difficult areas to ensure that bespoke
Stadium on the Gold Coast, Australia for
the Commonwealth Games. For catering
essential piece of kitchen equipment as it
offers plenty of power reliability and
solutions are used where needed along equipment, MDA knew to turn to Moffat. durability that the industry demands
with the standard equipment.” “Lots of things make Moffat a great Washtech range of warewashing
Moffat supplied all of the essentials for partner, not just with this project but equipment is high-performance and
the stadium kitchens, including ovens, with all specifications, as they are always energy efficient that deliver great results
holding cabinets, trolley washers and trying to innovate, always trying to stay consistently. The simple to use controls
specialized warewashing equipment. attuned to the industry more than most, and easy to service machines are a
“With warewashing, factors such as and always supply first-grade equipment standout in the harshest of commercial
energy efficiency are critical, but the and an exceptional back-up service. Clients kitchens
reality is that in a stadium the seating must know that the products are innovative,” Metos kettles provide various high-
take precedence, so space is always at a says foodservice consultant and principal performance double jacketed kettles to
premium. That is why the use of modular at MDA, Mike Driscoll. ensure high productivity reassurance of
elements is also critical. “Take the Turbofan, for example, which serving for the most demanding of
“The key factors we had to combine is a brilliant piece of equipment. Quality is applications, whether it is for a flight
were performance and footprint. We’re far more important than price, and it gives kitchen, healthcare institution, staff
very mindful of those factors, which define more flexibility to do lots of menu items, canteen and much more
MOFFAT’S WASHTECH’S many parameters, including the placement
of equipment and location of the controls.
not just one. Moffat’s R&D is second to
none, so in specifying that equipment the
Wexiödisk dishwashing machines
focus their dishwashing solutions in
WALDORF 800 WAREWASHERS “Take our Turbofan convection ovens.
With these, you can put in the oven and
customer can be confident and will have
great service,” he adds.
developing reliable machines, featuring
low operating costs, ease of use and
place a holding area directly under it, for Moffat worked closely with MDA and provide optimal hygienic wash results
ease in transferring food,” says Lillico. Caterlink, the contractor charged with the that play a significant part in reducing
complete construction fitout of each part environmental impacts
INNOVATION IS THE KEY TO EFFICIENCY of the project and responsible for the time Friginox self-adapting intelligent blast
The Turbofan range is built for both line of coordinating the equipment fitout. chillers provide high-quality advanced
performance and durability, but the latest Caterlink have many years experience of solutions to engineer hygiene, safety,
iteration of the range has built on these this type of first-class project management. product innovation and dependability
fundamental components of its DNA to All parties delivered a highly bespoke meeting the high demands of the
include new features, including the ability and complex project in just six months of ever-growing industry
to double stack the ovens with P Series the three-year build time. All it took was
prover/holding cabinets. The ovens utilize preparation, innovation and enough hard
clever footprint design and are stackable work to match any of the exploits that will
to provide more kitchen space with be seen on the stadium’s playing field in
greater tray loading capacity, as well as the years ahead. ¯
14 www.moffat.com 15
A
TRENDS
TECHNOLOGY
quick glance at increased engagement and solid sales growth.
some of the biggest Panera Bread, for example, which rolled out
strategic moves its technology-rich Panera 2.0 initiative
being made by the in 2014, had passed the $1 billion mark, or 26%
MEETS
world’s leading of sales, via digital channels at the time
foodservice of its acquisition in July 2017 by JAB Holdings.
companies In its last reportable quarter as a publicly
leaves no doubt traded company (Q1 2017), Panera showed
as to where the same-store sales growth of 5.3% in corporate
CONVENIENCE
industry is headed. stores, outperforming the Black Box all-industry
Almost regardless composite by 690 basis points. The company
of concept or predicted at the time that digital sales could
segment – from double by 2019, and has since completed rollout
quick service and of delivery nationwide.
fast casual restaurants, corporate and college Legions of other brands large and small
Foodservice is changing across all segments of the industry. dining, to convenience stores and coffeehouses continue to follow suit, launching digital and
The two key driving forces behind this are primarily – two key factors continue to drive the future: operational initiatives to cash in on growing
technology and convenience. These inextricably consumer demands for anywhere, anytime, any-
ever-improving technology and a desire for linked forces continue to fundamentally and way-they-want-it restaurant-quality foodservice
rapidly change both the guest experience and and hospitality.
greater convenience from customers. how business gets done. Imagine, for example, that just three years
How the industry responds to Multi-unit operators such as Domino’s, ago almost all orders at McDonald’s restaurants
Starbucks and Panera Bread have paved the in the US were placed by customers in one of
these changes in the short and way, introducing a whole new generation of two ways – either via the traditional means of
tech-savvy consumers to conveniences such interacting with a cashier behind a counter or
long term is pivotal, reports as online and mobile-app order and pay, speaking into an intercom at the drive-thru.
Sarah Gallagher voice-activated ordering, curbside and in-store Today, the fast-food giant and original standard
express pickup, self-serve kiosks and enhanced bearer for convenience helps redefine what
delivery (even testing self-driving cars and that means.
drones). Consumers have rewarded these The company continues to roll out its new
operators for their efforts, both in terms of “Experience of the Future” program, converting
or building new restaurants to the tune of 1,000
units per quarter in which technologies and
services such as self-service kiosks, mobile app
ordering with in-store, drive-thru or curbside
pickup, geolocation, and delivery via third-
party partners feature prominently. McDonald’s
smartphone app, introduced last summer,
has more than 20 million registered users, a
download rate fueled in part by a hugely popular
loyalty program. By this time next year, more
than 10,000 US McDonald’s restaurants will
offer delivery.
Subway is also raising the stakes on technology
and convenience. As part of a 2017 prototype
redesign dubbed Fresh Forward, the global
sandwich chain introduced self-service kiosks
and pick-up stations for to-go and delivery
orders placed via smartphone app or Messenger
chat bot. Subway’s app, which went live in 2015
and has nearly 30,000 downloads, lets customers
easily find the nearest Subway unit; order ahead
for express pick-up or delivery, where available;
customize, name and save favorite orders; access
promotional discounts; and pay via smartphone
on a pre-loaded Subway card or credit card.
16 17
TRENDS
To help ensure
“Consumer quality as well
OPERATOR FOCUS expectations are as convenience,
the chain
“Consumer expectations
are changing. They want
changing. They called on Metro
to develop
convenience and more options want convenience custom-branded
for convenience, but they also and more options transport
cabinets that
want high quality. We need for convenience, maintain both
to be proactive about meeting hot and cold
those expectations,” notes
but they also sandwich
Frank Chetcuti, operations want high quality. temperatures
during deliver or
project manager at Subway. “The beauty of the unit is We need to be consumers how we can make for in-store-pick
orders
When it comes to delivery, that it allows us to deliver proactive about their lives better, and 7NOW is
which all franchisees have the hot and cold subs in the same a proprietary solution to their
option of offering, managing carrier,” Chetcuti notes.
meeting those on-demand needs. The app will
the last mile to ensure “And most importantly for expectations” enable our customers to get
individual Subway customers us is that we can do so while FRANK CHETCUTI, the products they want, when
and catering clients receive maintaining high quality, SUBWAY and where they want them,
the same quality sandwiches whether we’re delivering hot quickly and conveniently. This
that they do when visiting meatball sandwiches or fresh, is redefining convenience.”
the stores, is mission critical. cold veggie sandwiches. It’s the version developed for Using the app, consumers
To that end, Subway recently a boon for our franchisees’ Subway sports green doors can purchase a wide selection
partnered with Ali Group delivery programs, especially and the chain’s logo, which of snacks, hot food items and
company Metro, a global now with more orders Chetcuti says is important for beverages (including beer and
manufacturer and distributor coming in through our app, extending brand messaging wine), as well as home goods,
of cabinets, carts and because we’re able to maintain outside of the restaurants. greeting cards, cosmetics
shelving, to develop a custom temperatures and ensure that Tapping next-gen and other nonfood items in
Mightylite™ transport cabinet. delivery product quality is the convenience trends and new 7-Eleven’s inventory. The
The lightweight cabinet, same as in-store. We’re also operational solutions to help plans to expand the service
manufactured from expanded able to use the units for staging ensure success isn’t limited to to more markets.
polypropylene, maintains mobile pick-up orders,” he says. traditional restaurants, either.
product temperatures for Introduced to franchisees in Global convenience store
extended periods and comes August 2018 as the corporate brand 7-Eleven, for instance,
with three slide-in basket trays, standard for delivery, the began offering third-party
each of which can hold up to cabinets were also designed delivery in some markets
six foot-long (30.5cm) or 12 to promote Subway branding. roughly three years ago.
six-inch (15cm) subs securely While Mightylite carriers are And the company, which
during delivery. typically black with red doors, operates 62,000 stores in 18
countries, is now testing a
new mobile app in Dallas and
New York markets.
“Today’s digitally Named 7NOW, the
savvy consumer app offers customers
expects a wide on-demand ordering for
range of options delivery or in-store pickup
and is part of what the
right at their retailer calls its digital
fingertips and transformation.
7-Eleven is “Today’s digitally savvy
delivering on consumer expects a wide
range of options right at their
that promise” fingertips and 7-Eleven is
GURMEET SINGH, delivering on that promise,”
7-ELEVEN says 7-Eleven chief digital
officer Gurmeet Singh in the
company’s announcement.
“We continuously ask our
18 19TRENDS
“Technology THE ANALYST’S VIEW and the US have been largely flat, traffic driven TECH UPDATE takeout and/or delivery. The compact,
“Technology has enabled an unprecedented level by mobile ordering was up 32% in Great Britain Warren Solocheck, formerly president of efficient workstations include an CK
HE
has enabled an of convenience for foodservice consumers,” and 50% in the US in the third quarter of 2017 NPD Group’s foodservice practice, sees two arm that can hold a tablet that LOC
SO
unprecedented notes Bob O’Brien, global senior vice president over the prior year. key back-of-house implications as front-of- can receive and display orders
EN
level of
R
at market research firm The NPD Group, in a Studies show on average, restaurant orders house technologies improve and become more coming from remote devices.
WAR
convenience recent blog. placed via mobile app or self-service kiosk are pervasive. One is strategic reconfiguration Additionally, a separate
“With a few scrolls, taps and clicks, they can larger – often more than 20% higher than orders of production areas and practices to ensure “ambient order cart,” which can
for foodservice get what they want, when and where they want placed through an employee. that staff handle delivery, takeout and mobile feature the operator’s graphics,
consumers” it, with great speed. Digitalizing the market Noting increasing consumer comfort app orders quickly and efficiently. Another is serves as a staging area that
BOB O’BRIEN, – mobile ordering, delivery, apps, order with technology and, indeed, their having the right equipment in place to be able to holds orders awaiting pickup by
THE NPD GROUP kiosks, the internet – is growing growing expectations for the deliver on both speed and quality while meeting customers or delivery personnel.
rapidly in foodservice markets. N customization, personalization, demands for convenience. While technology’s march into
It has been the one thing that IE speed and convenience it “Operators need seamless systems for the front of the house and beyond
R
O’B
has grown consistently in this enables, O’Brien notes, receiving orders and sequencing the way that changes the customer experience at
“Operators need
BOB
decade of good and bad news “It’s no longer a choice for food gets prepared for delivery versus for guests both foodservice and retail, Solocheck adds
around the world.” foodservice operators to dining in. It’s a very different process and equipment technologies help enable the seamless systems
O’Brien adds that while offer digital ordering. Doing requires very different timing,” Solocheck says. convenience revolution and create efficiencies
foodservice markets in UK it well is table stakes.” “For a restaurant doing dine-in, takeout and for operators. High-speed cooking technologies,
for receiving orders
delivery, pains must be taken to ensure that one in particular, increase throughput and and sequencing the
channel doesn’t negatively impact another. You decreasing customer wait times. way that food gets
don’t want employees tripping over each other “In the old days, if you went out for pizza prepared for delivery
“Technology enables in the back of the house trying to produce orders you’d expect to be there a while. The ovens
versus for guests
coming in from different channels.” were slower, the whole experience was slower,”
operators to meet In testing its new app-based, mobile order Solocheck observes. “Except perhaps for a dining in. It’s a very
changing customer takeout and delivery service, 7-Eleven turned special occasion or fine-dining experience, different process
demands and tap to Metro to help ensure a seamless experience consumers today have little desire to sit in a and requires very
into new revenue for staff and customers, alike. Metro provides restaurant and wait for an extended period for
different timing”
specialized, dedicated workstations where their food. We just don’t have as much time as
streams” culinary staff prep food and assemble orders for we used to.” WARREN SOLOCHECK
JUAN MARTINEZ FCSI
THE CONSULTANT’S PERSPECTIVE number of people can order at the same time.
Juan Martinez FCSI of Profitality, a Miami-based While that’s an exaggeration, it illustrates a key
foodservice consulting firm, agrees. Companies challenge that operators need to think about,”
not already well down the path toward Martinez says. “The design of the kitchen needs
implementing convenience-driven technology to account for these virtual consumers in the
and digital initiatives are behind the eight ball, production cycle. This can mean segregated
he says, and at risk of being left behind. production areas for mobile takeout and delivery
Martinez cautions, however, that adopting orders, just as some QSR concepts went to years
a holistic approach is critical. Putting ago to better handle drive-thru orders. Or, in
self-serve and mobile technologies full-service restaurants, it might mean
into customers’ hands without designing better integration and
Z
first putting strategic thought
T INE systems into existing kitchens as
into design and operations to virtual orders start flowing in.
R
MA
accommodate those orders If you aren’t ready to produce
JUAN
can be an even bigger risk. and deliver those sales to
“Consumers’ having guests in fast, seamless and
order-entry available in the consistent ways, virtual sales
palms of their hands means, can negatively impact the
theoretically, that an infinite rest of your business.”
20 21TRENDS
UK retailer
Marks & Spencer
PRODUCT FOCUS ACP works with chain along with design has installed
In addition to high-speed operators’ internal IT teams reconfigurations to handle HALO automated
cooking technologies, “smart” to find the right products and more mobile, takeout and gourmet coffee
kiosks in many
equipment, with connectivity solutions for their needs. In the delivery orders, as an locations. HALO
to the “Internet of things” case of a fast-growing regional investment in growth, offers shoppers
can help tech-forward operators c-store chain, ACP provides fully Martinez notes. “It a quick and easy
gourmet cup of
improve quality and consistency connected True-Touch™ HT comes back to the word coffee under its
as well as be more flexible with Touchscreens on ARX/MRX enabler, which is what own M&S Coffee
their menu offerings. and AXP/MXP combination technology really is,” To Go branding
Mike Groen, director of microwave ovens. he says.
engineering at ACP, Inc., the “This chain runs a lot “Whether it’s accelerated
manufacturer and distributor of limited-time offers and cooking tools, smart or
of Amana® and Menumaster® promotions. Having the connected equipment, or the VEND TREND: QUALITY
Commercial accelerated connectivity to a single server latest front-of-house or mobile COFFEE, ON THE GO
cooking solutions, says interest makes loading recipes and order-entry tools, technology Thanks to the meteoric rise of the specialty
in IoT- and WiFi-enabled cook-time changes across their enables operators to meet coffee industry, consumers today are coffee-
cooking equipment is high, entire system fast and easy,” changing customer demands savvy and quality-driven. But they’re often also
but many companies aren’t Groen says. “All updates come and tap into new revenues. rushed. Much as they’d love that large latte with
yet clear on how to apply it to from a central location and Every operator’s first instinct an extra shot of decaf, they can’t always wait for
their businesses. allow management complete is to focus on the investment, the barista to whip up their coffee.
control to ensure consistency. but I suggest that they look Enter the next big opportunity in high-tech
It gives them a lot of flexibility instead at the potential return. convenience – gourmet, coffee-house-style coffee
“Having the to keep menus fresh and What’s it doing long-term to available anywhere, anytime via self-serve, measure we know that the cup quality from the
connectivity to offer new items to keep drive everything they need automated kiosks. It’s a segment that’s beginning EGRO is really strong. We essentially built the kiosk
a single server those convenience-oriented to do to go where the market to percolate, with the recent introduction concepts and the customer experience around that machine
customers interested and is headed, which is straight such as Café X, a robotic coffee bar concept in San because we knew it could deliver. It was also an
makes loading coming back.” toward more tech and greater Francisco, and HALO, a next-gen kiosk developed obvious choice because it’s so reliable, even under
recipes and cook- Operators should view convenience, and help their by Matthew Algie, a Glasgow-based roaster that consistently heavy demand. Our highest volume
time changes such equipment upgrades, brand grow?” supplies premium beans, equipment and training machine does several hundred cups a day. We need
across their resources to operators across the UK and Ireland. that kind of reliability.”
“As in the US, we’ve seen a big trend in the UK Technology advancements ensure convenience
entire system around convenience for coffee, but also this idea extends to the operator and the consumer. The
fast and easy” of quality,” says Andrew Jack, marketing director, EGRO’s internal telemetry system enables kiosk
MIKE GROEN Matthew Algie. “As the availability of coffee owners to monitor and control the machines
improves, people are more discerning. We’d been remotely. “For a single machine or for machines
thinking about vending for a number of years and across multiple locations, they’re able to remotely
set out to deliver the best cup of vending coffee adjust drink settings; check bean and milk inventory
out there. While existing offerings were quite nice levels; analyze sales statistics; and receive
from a technology and user experience standpoint, messages relating to technical assistance and
vending coffee quality was invariable disappointing.” maintenance,” Lucchini says.
With coffeehouse-level quality a primary focus, Designed to service on-the-go customers in
Matthew Algie partnered with Rancilio Group to markets from service stations and hospitals to
put the fully-automatic EGRO coffee machine at the department stores and gyms, the HALO kiosk
heart of the HALO vending kiosk. features a large, high-definition touch screen
“We began collaborating on this about five years interface. The compact units can be finished with
ago, bringing together Matthew’s coffee expertise any operator’s branding and set up to accept
and Rancilio’s equipment expertise to create a contactless payment and/or payment at cashier.
high-quality solution for the vending market,” says Beverages available include coffee and espresso-
Andrea Lucchini, sales manager, Europe, Rancilio. based drinks, tea and hot chocolate. The kiosks hold
“The idea was to put a professional, fully-automatic two types of fresh milk and two varieties of coffee
machine inside a kiosk with an iconic, premium and beans. Customers simply use the touch screen to
engaging aesthetic.” select their drink (including latte, cappuccino, flat
“We were lucky to have a good partner to develop white, espresso/double espresso, macchiato and
this with,” adds Ewan Reid, managing director, mocha). They choose their bean and milk preferences
Matthew Algie. “We work with a lot of different before being prompted to place their cup. In under a
coffee machines, but across just about every minute, their beverage is ready. ¯
22 23PEOPLE
24
TEAM UP 25PEOPLE
“You can’t tell a plant to
grow, but you can create
the best conditions for
it to grow. The same
happens with people”
Giancarlo Roig
W
Changing a company culture ords like ‘values’, ‘teamwork’ case study of how a brand can effectively ten values that best represent the brand,
and ‘change’ are often thrown evolve alongside a changing foodservice such as trust, result-oriented and team
can be a tricky business. around in the business world, market by putting the focus back on people. spirit. (And because transparency is also
ending up overworked and For Ferroni, ‘people are important’ is one of those values, the full list can be
For Marco Ferroni and his nearly void of meaning. What gets lost is a gross understatement. In fact, they can found on the Lainox website.)
team at Lainox recognizing the main reason why these terms are so make or break a company. “People are Typically, after this type of groundwork
important: they can make the difference both the engine and the fuel,” he says. “A some employees may find out they are not
the positive effect of people between market leaders and everyone else. company with a mediocre product but the really on board. “Of course, not everyone
Marco Ferroni was aware of all that right people has more chances of success identified with our values. Those are the
power is essential for when he became executive director than one with a great product but people people who tend to leave,” says Ferroni.
success, reports Andrea Tolu of Lainox in 2012, and he set about to who are not motivated and passionate
change the company’s culture and apply about the market.” THE MYTH OF THE MOTIVATING MANAGER
those concepts in earnest. Lainox’s brand ‘The right people’ in this case are Once you have the right people, it’s about
emerged revitalized from this process, and those whose values are aligned with the making them work together towards the
in 2013, the company launched Naboo, company’s. Values and attitudes are not same goal. Here, there are a few basic
the first multi-function oven connected something you can change, so managers steps to follow.
to the cloud and programmable remotely. need to know who to hire. To do that, One is to set clear objectives for teams
With Naboo, Lainox transformed from a
“People are both the however, it’s necessary to go back to the and individuals in order to keep the right
manufacturer of multi-function ovens to a engine and the fuel” drawing board and redefine values. For Lainox's Marco balance between the two levels. What
Ferroni and his
2.0 ‘application company.’ Marco Ferroni It’s a discovery process that Ferroni team, people are so
also helps Lainox is that they much prefer
The interviews with Ferroni and three started a few years ago, making sure to important they make team players. “We don’t like hotshots,”
members of his team could be a textbook involve everyone. Eventually, they chose or break a company says Ferroni.
26 27PEOPLE
“To get the best out of a
team, you need to get to
know the people, using
a clear and transparent
style of communication”
Guido Gritti
Guido Gritti, Lainox’s director of metaphor. “You can’t tell a plant to grow, MAKING PEACE WITH CHANGE different things and keeping everyone on
operations and R&D, who manages but you can create the best conditions for it The words of Marco Ferroni and the the same boat is my hardest challenge,”
a team of 91, explains another of the to grow. The same happens with people.” members of his team are remarkably in says Ferroni.
fundamentals. “Everyone is different, According to Roig, providing the best tune, and that gives an idea of how far Working with employees to increase
some thrive under pressure and some conditions for people to grow means Lainox has come in the process of aligning their awareness about the company
don’t perform well with heavy workloads. setting clear objectives, allowing employees both the team and the brand’s values. and themselves – even through less
To get the best out of a team, you need to to have open discussions and share ideas “When I arrived, I found a group of conventional paths such as meditation
get to know the people, using a clear and and trusting them by giving them the people who were very proud about the workshops and a holistic trainer, as Ferroni
transparent style of communication.” autonomy to make their own decisions so brand and also loyal, but they were also did – is likely to be met with scepticism
Transparency also works at an individual they can gain experience and confidence. reluctant to change because they were not at first, but constancy, another one of the
level. “Since I started in Lainox, I feel I’m “Yes, sometimes they can make mistakes, aware of the necessity to evolve with the company’s values, worked extremely well
much more professional,” says Alberto but they can learn from them. If you don’t sector,” says Ferroni. for Lainox.
Marzocchi, sales director for Lainox Asia. allow them to act freely and make their But a brand, however prestigious, has no In fact, rewards can arrive every day,
“Sharing experiences with colleagues was own decisions they lose motivation.” magical power, and the market waits for if one knows where to look. “Sometimes
fundamental for my growth.” These remarks hint at one of the side no one. Change is, therefore, necessary, even the way a team member formulated
The one thing a manager is not supposed effects of truly considering people ‘both “Sharing experiences but first you need to convince people to an email can be a source of satisfaction,”
to do, however, is motivate people. “We’re the engine and the fuel’. In turn, they was fundamental for accept that. says Gritti. Or, rewards can come from the
not motivators,” says Ferroni, “we set feel trusted and have more freedom. That So here comes the caveat: it’s hard, quality of the relationships.
targets and then coach and help people so can have a great impact. For Marzocchi,
my growth” daily work in a continuous process with Lainox believe change “The greatest satisfaction – even greater
Alberto Marzocchi is necessary, but
they can reach them.” “feeling trusted and being part of a possibly no end in sight. In addition, you than my portfolio of products – comes
employees first need
Giancarlo Roig, Lainox’s export manager company that isn't afraid to compete in the have to sweat the small stuff. “Changing a to be convinced of it from the trust I have in the people working
for Latin America, explains that with a global market” is the strongest motivator. company’s culture is comprised of 1,000 in order to accept it with me,” says Roig. ¯
28 29SUCCESS STORIES
TAKE ME
DOWN
TO THE
PARADISE
CITY
Two years of preparation were required
to design and install the kitchens at Asia’s
largest casino complex. Elly Earls meets
project managers Hwang JungHoon and
Jin Park to find out why teamwork and
attention to detail were crucial to the
success of the project
30 31SUCCESS STORIES
W
Paradise City’s
hen tourism integrated casino resort
and hospitality in Incheon, South Korea,
operator Paradise has 669 gaming stations
Group opened and a 711-room
luxury hotel
Paradise City Casino
in Incheon, South Korea,
in April 2017, they wanted
to both raise the bar for the
country’s gaming sector and set a new standard for
South Korean hospitality.
On top of its 669 gaming stations, the ‘integrated
casino resort’ is home to a 711-room luxury hotel, a
high-end spa, a convention center, a shopping center
and more than 20 different food and beverage (F&B)
outlets serving everything from Michelin-standard
Asia’s largest casino complex
cuisine to casual poolside snacks. also boasts a high-end spa, a
Fine-dining options include Milan-inspired Italian convention center, a shopping
restaurant La Scala, contemporary Japanese restaurant center and more than 20
Raku, a new outlet of award-winning Cantonese different F&B outlets
concept Imperial Treasure, which achieved three
Michelin stars across its Shanghai and Singapore
outlets in 2017, and high-end international buffet
restaurant On The Plate.
Elsewhere in the 330,000 square meter complex,
hotel and casino guests can access various lounges,
bars and clubs as well as a bakery and the European-
style Garden Café. Banqueting facilities include the
Grand Ballroom, which seats up to 1,800 people.
AN HISTORIC PROJECT FOR KOREA
Korean kitchen contractor Daeryung Co., Ltd was
tasked with providing the kitchens, bars and pantries Daeryung Co., Ltd’s Hwang
for every F&B outlet in the complex including staff JungHoon and Jin Park
dining. From the outset, project manager Hwang (pictured) led the project
JungHoon and his assistant Jin Park were only too
aware of the magnitude of the task on his hands.
“This project was an historic and remarkable project
in the Korean kitchen field due to its huge scale, which
required a particular design that could perfectly drive
everything in a smooth way from the kitchen to the
table,” he says.
In total, Daeryung was asked to supply 20 back-
of-house kitchens, eight open kitchens and 10 bars.
The piece de resistance was the show kitchen for On
the Plate, which - as it would be seen by hundreds Daeryung decided
of guests every day - the Paradise Group wanted to long-time partner
exemplify the resort’s overall mission: to provide a Ambach was the best
high-quality hospitality offering to a sophisticated kitchen equipment
provider for the
international client base. majority of
At On The Plate, nothing is left sitting on the the job
buffet counter; every dish is cooked to order in front
of diners using fresh, seasonal ingredients. “As our
customers are able to see the cooking in real-time in
32 33SUCCESS STORIES
front of them, it builds up the communication between
chefs and customers,” says sous chef Lim HeeDo.
HIGH ON QUALITY AND PERFORMANCE
JungHoon quickly decided that Daeryung’s long-
time partner Ambach would be the best kitchen
equipment provider for the majority of the job, based
on a combination of the company’s reliability and its
robust, high-quality products.
Ambach’s System 850 and System 700 lines were
selected over the larger scale System 900 products
Daeyrung had specified for previous projects because
of the space limitations of Paradise City’s behind-the-
scenes facilities.
“Despite the large scale of the entire hotel, because
of the narrow hallways, numerous pieces of equipment
required, and the space that was needed for storage,
cold rooms, food preparation and dish washing, the
actual kitchen space for the
Ambach islands was limited,”
explains Park, who supported
JungHoon in managing this
complex project.
The System 700 line was
chosen for a handful of the
project’s back-of-house
kitchens, while System 850
islands took center stage at
both La Scala’s open pizza
kitchen and the hotel’s main
show kitchen at On The Plate,
as well as being used back of
“Ambach islands are house at Imperial Treasure,
La Scala, the bakery, the
both heavy-duty banqueting facilities, several of
pieces of equipment the casino’s dining and lounge
and pieces of art and areas and for the central hot
also meet our strict food production kitchen.
“We chose the System 850
standards when it line based on its robustness,
comes to hygiene, finish and appearance, as
reliability and high well as its ability to deliver
performance” high-quality cooking results.”
JungHoon notes. “Ambach
islands are both heavy-duty
pieces of equipment and pieces
of art and also meet our strict
standards when it comes to hygiene, reliability and
high performance.”
MINIMIZING STAFF, MAXIMIZING EFFICIENCY
Two of Paradise Group’s key criteria were to minimize
the number of kitchen staff required and maximize
the speed and efficiency of food delivery. “A detailed
kitchen design is crucial to cooking efficiency and the
kitchen layout also determines the overall flow from
34 35SUCCESS STORIES
the kitchen to the table, which determines the success
of the entire resort,” says JungHoon.
As there were so many restaurants and kitchens to Throughout the
consider, getting the overall design flow right was no two years of the
easy task. project approximately
100 basic drawings
“Throughout the two years of the project, around and design reviews
100 basic drawings and design reviews were required, I were required
had numerous meetings with world-renowned kitchen
consultants and spent countless hours and travel miles
to completely finish everything,” recalls JungHoon. “I
had to review and double check every single kitchen
including its size, capacity per cooking zone and
serving path from the kitchen to the table.”
The whole lot then had to be installed in only
eight months, something that could only have been
accomplished with all the parties involved pulling in
the same direction.
“Every department – including the drawing Every kitchen had to
team, the sales division, the be installed within eight
installation team, the MEP months, a feat only achieved
because all parties
company, the interior designers
pulled together “in the
and the importing department – same direction”
had a significant contribution to
make to ensure the successful
outcome of the project. But
teamwork and communication
between different departments
was the main key,” says Park.
DAERYUNG’S MOST SUCCESSFUL
PROJECT YET
In the end, the team’s hard
work paid off and JungHoon
believes the Paradise City
“My team’s first
Casino project was Daeryung’s impression was
Hwang JungHoon says
most successful yet. “Despite ‘wow’ – due to the Paradise City was Daeryung’s
the various challenges and the Ambach island’s “most successful project yet”
seemingly endless missions we
faced during the project, we
black finish. They are
successfully met our client’s also super satisfied
high expectations and our high with its performance,
standards,” he says. user-friendliness
HeeDo was particularly
impressed with the sleek
and safety”
System 850 island – complete
with black finish and one-
piece top – at On the Plate’s
show kitchen. “My code states that customers should
Ambach’s System
taste the food with their eyes, nose and mouth and 850 island, with black
the layout of this kitchen means I can fulfil that. My finish and one-piece top,
team’s first impression was ‘wow’ – due to the Ambach was installed in On
island’s black finish. They are also super satisfied with the Plate’s show
kitchen
its performance, user-friendliness and safety.” ¯
36 www.ambach.comYou can also read
