In this blog series, we’re exploring the most widely experienced challenges for dining operations across the nation, and one of the biggest roadblocks to creating a next-level dining program is insufficient resources.
[—> if you haven’t yet, be sure to check out Ann Roebuck discussing Using Data to Understand Your Dining Program <—]
Overall, we've seen the concept of insufficient resources manifest a few different ways, the first and perhaps most prominent today being staffing shortages. But beyond just staffing, insufficient resources can also create challenges through a lack of professional resources or external support, and even through the ability to carve out enough hours in the day to dedicate towards continuous improvement for dining.
Staffing and Human Resources
A significant barrier to success in terms of insufficient resources comes through human resources and staffing. During the last couple of years, the food industry has been challenged to keep dining locations fully staffed and operational, and higher-ed (already dealing with a high student staff turnover) is especially feeling the effects. Staffing shortages are unfortunately becoming the norm for some colleges and universities. In some cases, labor shortages have even forced administrators and managers to take on some operational duties themselves. A reduction in service levels inevitably causes a reduction in customer satisfaction, which is, of course, not preferable for dining programs. Unfortunately, sometimes this can lead to fewer operation locations staying open, fewer stations open in the dining hall at any given time, or perhaps even limited hours of operation.
None of these solutions are great for customer satisfaction. As a result, many programs have had to find new ways to be even more efficient with the resources they do have.
More recently we've seen dining programs relying more heavily on customer-facing technology to help maintain service levels. Mobile ordering apps like GrubHub have gained a lot of popularity – especially during the pandemic – because they offer a no-contact pickup delivery option. We’ve seen an increase in self-order kiosks and cashierless checkout options, as well as some more sophisticated vending options such as pizza vending machines. Another solution comes through smart markets; these offer 24-hour solutions with no labor requirements other than restocking.
Robotics is also increasing in popularity. A popular system on college campuses has been Sally the Salad Robot, and several universities are piloting robotic meal delivery vehicles. We’re seeing a lot of innovative technology pop onto campus dining programs, and many dining programs are investing in back-office technology to increase management efficiency. Dining programs are getting a lot more creative when it comes to using technology to enhance the dining program. and I'm sure this is only the beginning of what we're going to see in the future.
Time
Another common insufficient resource is time. It seems like anybody working in dining is constantly pulled in a million directions. Dining directors and contract administrators who might be overseeing multiple contracts at a time are certainly no exception – both have limited time and multiple responsibilities.
I witnessed this firsthand through my dad. He used to be the associate director of retail food at Michigan State University, and he's how I got my first glimpse into the industry. When I was a student at MSU, I would pop into his office between classes, make him buy me lunch, sometimes study there for a little bit. I got to observe a lot while I was there. He was always in and out, going across campus for meetings, to check on different operations, and students and staff were always stopping in his office.
It really deepened my respect for foodservice administrators, and it opened my eyes to the time and effort that goes on behind the scenes to create a great dining experience for students.
To be honest, I don't know if this challenge has a one-size-fits-all solution. No one ever has enough hours in the day, but we’ve seen how important it is to have a support program and toolset that is not only easy to use, but easy to gain meaningful insights from.
Professional Resources
Dining administrators might seek guidance from peers in the industry or organizations they're a part of, but sometimes this is easier said than done. Not all dining programs are going to have the same access to external support, but we know firsthand how incredibly helpful that type of resource can be in terms of driving continuous improvement for your dining program. Data and technology are impactful, but we also know how important simply connecting with others from the industry can be, so finding a support system of fellow professionals can really prove helpful. We can all learn so much from each other through sharing our experiences and our insight.
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