"The initial phase of the program focused on nutrition,
healthy cooking techniques, and Asian, Mediterranean, and Latin American
cuisines," says Don. "We then studied healthy techniques as they apply to
baking, pastry, and ice cream." Other phases of the program have included food
and wine pairing, service training, flavor dynamics, and Certified Executive
Chef testing—in fact, the company now has 15 staff with C.E.C.s. Classic
Residence has made a significant commitment to foodservice training in order to
deliver quality at a luxury level.
 This comes as good news for the company's residents, who are
delighted with all of the changes that have occurred on the menus and in the
dining rooms. Each meal features a variety of menu options, and recipes now
feature heightened flavor and texture, and are lower in fats, salt, and sugar.
"The program at Greystone has been a great success," says Don. "As soon as our
chefs learn new skills, they practice the trends on their menus." Don and his
staff will be returning to Greystone next year to delve deeper into
international cuisine, and to further advance their cooking techniques, recipe
applications, and menu items.
In combination with the culinary program at Greystone,
employees of Classic Residence receive continued training through the CIA's
Training On-Demand program, a customized Web-based system offered through the
Intellectual Property Division at the Hyde Park, NY campus. The innovative
on-line program, Quality Every Day Streaming Video Solutions, features streaming
videos of chef demonstrations and foodservice lessons, and allows employees the
convenience of training anytime, anywhere.
The Intellectual Property Division is also finalizing the
production of a custom video for front-of-the-house staff. "Exceeding Resident
Satisfaction" will document the service standards of Classic Residence, and
will feature lessons that can be accessed through the Web-based system. The
company expects the custom video to be applicable at all of their locations,
remaining relevant for five or more years.
Don appreciates the quality of training and skill management
techniques that CIA Consulting Services has developed for his staff. He is looking forward to
continuing the relationship Classic Residence shares with the CIA. In fact,
they have already begun discussing future projects. "The CIA is assisting us on
our journey from 'good to great' and down a strong path of developing an
innovative and outstanding training program for our foodservice teams. At
Classic Residence by Hyatt, we nurture and treasure a learning environment for
our culinary and dining staff who then help us deliver the highest quality for
our residents...every day."
Q&A with Don Clawson
Considering that service is the number one reason
customers return to a restaurant, how do you ensure quality service in your
operation/s?
We ensure quality service by hiring individuals with a
hospitality-driven attitude. We then train them according to our standards and
use a variety of techniques to teach our service 'how-tos,' including verbal
instruction, demonstrations, immersion, role-playing, training videos, and
streaming video. Our relationship with the CIA has enabled us to hone in on
this and accelerate this essential facet of our business. They have looked at
our staff training and have tailored a program to meet those needs.
Health and wellness is a pressing topic in foodservice
today. Are your customers asking for "healthy" menu options?
Yes, more and more frequently. Health and wellness is key to
our business. We are focusing more attention on it each year. We are featuring
'classically caring cuisine' on all menus every day (including desserts) with
reduced fat, sugars, and salts—but not taste—and are also utilizing the CIA's
Worlds of Flavors approach.
What new innovations or technologies are you implementing
in your foodservice operation?
We're making strides on so many fronts that it's hard to
know where to begin. In the technology venue, we are focusing on time
management, scheduling, forecasting, and point-of-sale equipment. We are also
assessing various kinds of enabled management tools.
Meanwhile, in training, our chefs and dining directors
partake in professional development courses, continuously increasing their
education and advancing their skills, so that we can remain at the forefront or
our industry. We believe in investing in our staff, aiding them in obtaining
various levels of certification, including: Certified Dietary Management
(C.D.M.), Certified Executive Chef (C.E.C.), and Certified Food & Beverage
Executive (C.F.B.E.). We supply our staff with immersion training for healthy
cooking techniques, nutrition, flavor dynamics, and food and wine pairing. We
are also expanding the streaming video training to include over 90 topics with
certificates of completion and accomplishment. CIA Consulting Services plays a major role in these efforts.
On a local front, we are developing teaching and display
kitchens to improve our culinary training, involve our residents, and improve
our facilities.
What do you predict to be the greatest challenges facing
Classic Residence by Hyatt's food and beverage department in the future?
To remain an industry leader, we need to be cognizant and in
front of current trends. Looking forward, our focus will be in developing our
current offerings and continuing to take them to the next level, reflecting the
evolving environment and market segments. Since our success begins and ends
with our people, we aim to not only develop and retain our current staff, but
continue to add talented people to our organization. Our goal is to
consistently deliver quality service and exceed resident expectations. |
