APRIL 2007

Compass Group Australia—Best Site Caterer
Compass Group Australia has won the Restaurant & Catering Association’s National Award for Excellence 2006. Earlier in 2006, our remote site, ESS Telfer won the Western Australia State award in this category which enabled us to compete for the National Award.

Congratulations to ESS Staff Paul Simmons, Kathy Dickfos, Paul Bullard, Cipriano, Stanley, and the whole team at Telfer on winning this prestigious award. A special mention must go to Shaun Palmer who was the Project Manager at the time of judging.

The Site Caterer category includes only Caterers with single or multiple sites (contracted or self-managed) that provide services for staff cafeterias, client sites including hospitals, aged care, prisons and the educational sector.

Restaurant & Catering Australia is the Industry Association of Australia. It represents restaurants and caterers, is dedicated to maintaining and improving the quality and professionalism of the industry and promotes the enriching aspects of the dining experience to the public.

Compass Excels in Mystery Shopper Audits!
Throughout the year we use a Mystery Shopper program to evaluate customer service and employee performance.

Mystery Shopping is a technique in market research, widely used to evaluate customer satisfaction and employee performance based on observations and judgments of the mystery shopper.

All Mystery Shoppers are independent observers who are not influenced by internal factors such as loyalty to the company. This is necessary for reliable and unbiased reporting.

Mystery Shopping measures the customer journey and combined with other research tools, provides us with clues as to why customers do or do not return. This is one method we use to see ourselves and our performance through the eyes of our customers and make necessary improvements when and where they are needed.

Our Mystery Shopper program consists of several key performance indicators including Physical Environment; Product; Staff Efficiency; Service Delivery ; Staff Competence and Staff Presentation

After evaluating more than 100 specific questions relating to each of these indicators we aim to have a clear view of a customer’s overall experience and then work with site to achieve a 100% rating each time our secret shopper visits.

We want all customers to be able to respond this way: “The site was well presented, very clean and tidy and had a great atmosphere. The range of food was great, prices were good and the service was friendly. There was some cleaning performed while I was there, all tables were clean. I did not have to wait long. Overall it was an enjoyable experience and I would definitely eat there again given the opportunity.”

Treetops Cafe (Taronga Zoo), Ritazza Lounge and Hot Wok (Sydney Airport) achieved 100% in recent mystery shopper visits.

Taste Life
Compass Group is focused on helping our population become more aware of healthy eating options.
The Compass Group Taste Life program communicates to consumers using “tabletalker” cards and posters with quick health messages designed to be read & understood in under a minute!
This regularly updated information about food choices is presented as a reminder just before purchase point.

Taste Life Plus
Taste Life Plus is a more interactive extension of Taste Life. The program aims to promote a healthy culture on site which will lead to improved quality of life as well as increase productivity and performance.
The Taste Life Plus program can include a variety of activities including weight loss or health improvement programs, trivia lunches/dinners, walk-around-the world programs, one-on-one consultations with a Dietician, presentations on a health related topic, organising functions to coincide with health weeks such as Heart Week, Diabetes Week.
A three month Taste Life Plus program was run recently at a large, mostly male populated site. The participants in the program were all male and generally overweight with an average age of 47.
Their program focused on improving the participant’s health by looking at food choices, serving sizes, food shopping, eating out and exercise. The groups’ demographics demanded that the topics of heart disease and diabetes were also discussed.
All participants were given a pedometer, as well as an exercise diary and food diary to complete. The food diary could be completed as often as desired. Their diary was then analysed by the Taste Life Dietician and feedback provided.

Over the three month period, on average, 3kg was lost per participant, although weight loss was not a particular focus of the program. Further presentations have been conducted at this site since completing the program to offer participants a gentle nudge to stay on track.
Sites all over Australia regularly request the presence of their local Taste Life Dietician for individual consults with students/resident’s/customers to give information from basic nutritional advice to answering more complex questions about specific diet concerns.
The Taste Life Plus program is a flexible health & wellness program offered exclusively to Compass Group clients.
Taste Life Plus options may include:
> General fitness & excercise classes
> Onsite Pilates classes
> Stretching classes
> Massage
> Diet consultant
 
On site employee general health assessments
> Flu vaccines
> Skin checks
> Pain management plans
> Health presentation
> Health event planning
> Health improvement plans

Phenomenal Fundraiser for RFD
The Royal Flying Doctor Service of Australia is a not-for-profit charitable service providing aeromedical emergency and primary health care services together with communication and education assistance to people who live, work and travel in regional and remote Australia.
On Wednesday the 5th of July Gerhard Poelzl, Managing Director- Pacific, and Ross Wealleans, Operations Director Eastern Region, proudly presented a cheque to Stephen Penberthy, Director of Public Affairs of the Royal Flying Doctors Service to the value of $11, 906.65!!!
How was this fantastic donation possible? The ESS employees based at Cannington, Phosphate, Middlemount, Ensham, Century and Grosvenor rallied together in a combined effort to carry out fundraising for this worthy cause.
Having to rely on the Royal Flying Doctors in the past, our remote staff have seen first hand the value that their essential services play. Mr Penberthy advised that the funds raised go towards the replacement of ageing aircraft and to update medical equipment… and they would like to convey their sincere gratitude and appreciation for our support of the Service.

Scolarest at Training College
The NSW Police Training College is set on 48 hectares close to the centre of Goulburn and provides modern teaching and residential facilities for up to 1100 course participants at any one time.

In 1984 a residential College was established in Goulburn on the site of the former College of Advanced Education and an extensive building program since then, has added many new and specialised facilities, including the driver training school, computer records network, police library and chapel. The NSW Police College now has facilities valued at an estimated $70 million and employs a total of 190 staff.

The training facility was successfully mobilised in January last year. Scolarest’s role as the multi-service provider includes running the residential dining for recruits, police officers and visitors, operating the bar and café, as well as the cleaning of accommodation and education facilities including lecture theatres, the gymnasium and Scenario village.

The mobilisation team led by Gary Peacock and managed by Craig Landry, included Matt White & Marcia Hageman who were supported by Craig Tolladay, Sharon Hammond, Vicky Papadolias, Sylvia Toomeh and Ken Kerr.

Scolarest has been busy since the successful mobilisation delivering Best Practice service to the NSW Police Training College and tracking our service performance against the changing needs of the college community through the Scolarest OPEX (Operational Excellence) system.

Developed in Australia with client input and leveraging world’s best practice programs developed in Europe, North America and Asia, Scolarest has created a comprehensive benchmarking and tracking tool to ensure operational excellence. The OPEX system is giving control of the performance measurement process back to Scolarest and the client which helps us meet the unique needs of the education community in Australia today .

We welcome NSW Police Training College to the Scolarest community.

Two Awards For DeltaFM Project
DeltaFM contractors Superstruct & DK Electrical have each won an award for building excellence for the Roebourne Multi Purpose Covered Courts Project.

The awards Excellence in Structural Steel (Superstruct) and Excellence in Electrical Layout (DK electrical) were presented at the Master Builders Awards Dinner in Broome. Well done to Kim Janney, Tim Fleischer and team. DFM Project Manager on this contract was Derek Jager.

The Building Excellence Awards 2006—Kimberley/Pilbara Region awards are held annually at the Mangrove Hotel in Broome and highlight excellence in achievement in various categories for works performed in the North West.

The Structural steel award is presented to the Builder and Contractor for outstanding achievement for Commercial Level Structural Steel manufacture and installation.

The Electrical award is presented to the Builder and Contractor for outstanding achievement for Excellence in Electrical Layout and installation for both Commercial and Domestic categories

This building was designed to provide shelter and amenities to two proposed basketball sized outdoor courts, located in Roebourne. The courts were designed and line marked to be multi purpose, allowing for a range of sports, such as, Tennis, Netball, Volleyball, Badminton and Basketball.

The roofed area of the structure measured approximately 2080m2 and was constructed totally with steel construction (concrete footings). Roebourne is located in the highest cyclonic region in Australia, the structure had to be designed and constructed to withstand cyclonic wind loads.

The design comprised of 2 opposing skillion roofs, which finished at different heights to allow for ventilation at the peak of the roof. Zincalume roof sheeting was also used to aid in the deflection of heat from direct sunlight. Additional shading of spectators and participants was provided through the use of high-level perforated metal sheet screening, attached to external columns.

The concrete floor was covered with “Premier Court” advanced sporting surfacing. This surface is the ultimate in cushion technology and has been used worldwide for Davis Cups and international Netball.

Early Birds Open the New Adelaide Qantas Club Lounge
On the 26th of April 2006 the Restaurant Associates team commenced the Food & Beverage operation for the Qantas Club at the new Adelaide Airport.

The new lounge opened as part of the Airport Terminal development. Located on the Departures level of the Adelaide Multi-User Integrated Terminal it is nearly double the size of the old lounge. The Lounge features contemporary and stylish furniture and fittings with additional space and comfort for members.

The first day of operation started at 4.30am and went extremely smoothly with a mix of existing staff and new team members servicing over 300 passengers in the first hour of opening!

Restaurant Associates operate the Qantas Lounge services in Adelaide, Brisbane, Melbourne, Sydney & Perth employing over 500 staff.

Adelaide was the 4th port to open with a new menu and 12 week-old building! The Domestic and Chairman's Lounges service approximately 15,000 passengers a week. The new lounge has been well received by Qantas Club members.

Warwick Langworthy and Sean Anderson were in Adelaide to oversee the implementation of RA into the Qantas Lounge. Pamela Rosenthall was the Project Mobilisation Manager who in the weeks leading up to the commencement of the contract worked closely with the operational team to mobilise the site.