Bravo Fall 2025 | The Solutions Issue

From Fedele

That get-it-done spirit, coupled with our commitment to excellence, sets us apart and keeps us ahead.

DEAR TEAM,

FALL IS ALWAYS ONE OF MY FAVORITE SEASONS — ONE OF FRESH STARTS, NEW SCHOOL SEMESTERS, AND THE FINAL STRETCH OF THE CALENDAR YEAR. AT BON APPÉTIT, THINGS GET BUSIER AS THE SEASON PROGRESSES — BACK TO SCHOOL BEGETS THE EAT LOCAL CHALLENGE, FOLLOWED BY THE RUN-UP TO THE HOLIDAYS. IT’S A BUSTLING TIME IN THE BEST POSSIBLE WAY.

Among the hustle of this time of year, I hope you’ll carve out a few quiet moments to appreciate the latest issue of Bravo. The issue is dedicated to solutions, a theme that captures the resourcefulness and resilience that define Bon Appétit.

Our teams are known for their ability to find creative answers in the face of challenges, and for their drive for continuous improvement, even when the bar is already high. Whether it’s navigating supply chain surprises, finding new ways to reduce food waste, or customizing offerings for our diverse client communities, Bon Appétiters show up with purpose and with a problem-solving mindset. That get-it-done spirit, coupled with our commitment to excellence, sets us apart and keeps us ahead.

In this issue, we share stories from across the company that reflect the smart and creative ways our teams are meeting the challenges of this moment. From increasing productivity and efficiency with smart choices about service and labor (page 32), to scaling our excellence with commissary kitchens (page 34), to how we flex and adapt in the age of hybrid workplaces (page 28). And as in every issue, we celebrate new openings and share impactful events, safety milestones, and more.

I’m always impressed by the many ways our teams are turning constraints into opportunities and continuing to raise the bar for what’s possible in food service. Your hard work, dedication, and creativity all pay dividends toward our continued success as a company.

I hope this issue leaves you feeling energized for the season ahead.

With gratitude, Fedele

IMAGE & STYLE

01 FROM FEDELE — Fedele Bauccio

26 THE HEART OF BON APPÉTIT — Michael Bauccio

04 COME IN, WE’RE OPEN!

Welcoming the new season with a new set of openings and remodels

08 FROM THE FIELD

Inspiration from your fellow Bon Appétiters

22 FOOD RECOVERY TIPS AND TRICKS

From operators, for operators

18 THE DIAC IN ACTION

Creative solutions for equity and inclusion

20 THE GENIE IN YOUR KITCHEN Excellence lies in the details

40 PAUSE AND REFRESH

How the BSI builds relationships and moves accounts forward

44 PRODUCE PRINCIPLES

Cover Crops: serving up soil superheroes for Earth Day

46 NUDGE

Calling all gadget and gearheads!

38 NIMBLE AND EFFICIENT

The story of Transy’s transformation

48 CUSTER’S SAFETY CULTURE Teamwork makes the dream work!

28 OFFICE OPTIONAL, HOSPITALITY REQUIRED

Bon Appétit teams meet the hybrid moment in many ways

50 MERCH & DESIGN TO THE RESCUE

Before-and-After: small upgrades can make café spaces more inviting

32 BOOSTING EFFICIENCY, BRINGING CREATIVITY

How our teams are managing throughput

54 THE BACK TO SCHOOL KIT

Supporting student success through hospitality and communication

34 NEVER SAY NO Best practices for running commissary kitchens

56 2025 CHEF OF THE YEAR

Congrats to Nimal Amarasinghe!

52 SOCIAL TOP 3 Our ready-made social media resources

A

Come In, We’re Open!

BY CHLOE OBOLENSKY

As the seasons change, so do our spaces — and this season, we’re excited to unveil a fresh wave of openings and renovations that have taken place across our accounts over the past few months.

Kicking things off on the West Coast with entertainment company Skydance Media, who introduced The Hangar Café in Santa Monica, CA, this past June. Since acquiring the creative campus in 2019, Skydance has steadily transformed it into a vibrant environment that serves as both a collaborative workspace and a welcoming dining destination. With the recent café launch — and a Coffee Bean & Tea Leaf location set to open in the coming months — the site is quickly becoming a go-to hub for employees.

The Hangar Café is already seeing great success, with standout menu items like the Mandarin Cashew Chicken Salad earning such high praise that it’s now a permanent fixture on the menu. As General Manager Kim Maldonado shared, “We’ve received numerous verbal compliments from customers expressing how happy they are with the café, the variety of food options, and how delicious everything tastes.”

Heading a bit north to Sunnyvale, CA, Synopsys Inc. celebrated a major campus refresh at the end of May. The upgraded headquarters now features two new cafés, a coffee bar, and a new Executive Briefing Center. The enhancements didn’t stop there — the space was also elevated with new wall art, smallwares, updated uniforms, a modernized POS system, refreshed Bon Appétit standards, and digital signage.

CONGRATS TO THE ENTIRE SKYDANCE CREW!

BRAND ACTIVATION MANAGERS, LEFT TO RIGHT: EMILY HENSPETER; JARY SERRANO; AND ASHLEY ALDRIDGE PREP FOR OPENING DAY AT SYNOPSYS

GRAB-AND-GO AT THE HANGAR

CATERING PREP COOK ADELINA HERNANDEZ (L) AND CATERING COOK ANDRES MATOS PREPPING FOR OPENING DAY AT SYNOPSYS

EXECUTIVE CHEF ANTHONY BAETIONG (L) AND REGIONAL EXECUTIVE CHEF PETER ALFARO AT THE SKYDANCE HANGAR OPENING

REGIONAL CULINARY DIRECTOR ALAN LI (L) AND GENERAL MANAGER MARISA IBARRA IN THE DINING ROOM AT SYNOPSYS

And on the East Coast, Bon Appétit has recently acquired the entire foodservice program at Wingate University in Wingate, NC. Since reopening in early June, the space has already made a positive impression on faculty, staff, and summer campers alike.

Wendy Sellers, program director for the Master of Social Work program, shared some enthusiastic feedback: “We’re getting rave reviews from health sciences campers about the dining hall. There’s been a noticeable improvement in the pizza and salads.”

And there’s more: Bon Appétit at Wingate unveiled a full refresh of all dining locations in August, giving students a delicious kick off to the backto-school season.

And finally, we’re proud to announce the grand opening of Luther College in Decorah, IA. Since its soft launch earlier this summer, the partnership has already brought exciting changes and momentum to the campus dining experience.

Major enhancements include the renovation of Oneota Market and The Caf, which now has a renewed focus on local and sustainable food options. Also, the campus coffee shop Nordic Brew has undergone a relocation and rebranding allowing for a more centralized and accessible location.

Luther College’s strong commitment to sustainability and local agriculture aligns seamlessly with Bon Appétit’s core values. With many of our partner farms just minutes away, the team is uniquely positioned to source fresh, seasonal ingredients from trusted local producers, making Luther College a perfect addition to the Bon Appétit family.

Luther College is off to a great start, and Bon Appétit is thrilled to be part of the campus community.

Congratulations to all the teams who brought these exciting projects to life. Here’s to a season of fresh spaces and continued success!

COOK MICHAEL SNITCKER AT THE BRAND NEW SALAD BAR AT LUTHER COLLEGE

From the Field

ANOTHER SEASON, ANOTHER WHIRLWIND OF ACTIVITY. OUR TEAMS ARE ALWAYS BUSY COOKING SOMETHING UP — WHETHER IT’S BRINGING SAN FRANCISCO TO CHICAGO BY WAY OF CIOPPINO AND A FACSIMILE OF THE GOLDEN GATE BRIDGE (SEE PAGE 10!), OR FINDING NEW WAYS TO RAISE THE BAR ON OUR HOSPITALITY AND ENGAGEMENT EFFORTS. HERE’S YOUR LATEST BRAVO SNAPSHOT OF WHAT FOLKS ARE UP TO ACROSS THE COUNTRY. HINT: IT’S ALL THE THINGS.

Wellness & Food Literacy

Santa Clara University Meets Student Needs in Multiple Ways

Since their SimplyOasis station was launched at Santa Clara University in Santa Clara, CA, in 2023, it quickly became one of the most celebrated stations on campus, a go-to destination for all students, not just those with special dietary needs. This station offers meals prepped in a separate area that is marked, and dishes are made without gluten-containing ingredients and the top nine allergens.

Thanks to the leadership of Culinary Director Eugene Zelditch, in collaboration with Regional Wellness Directors London Baker and Melanie Berdyck, SimplyOasis has set a new standard for allergen-aware dining in a college environment. What used to be a common area of concern for students — lack of safe options — has transformed into one of the most loved dining experiences on campus.

“Dining at SimplyOasis is like dining at a 5-star restaurant,” shared one enthusiastic student. The student newspaper, The Santa Clara, recently featured SimplyOasis in a glowing article titled “Simply the Best.”

Fresh Bytes is another station that’s been evolving to meet student needs. Historically, upperclassmen tend to dine off-campus after their first-year meal plan requirement ends. Fresh Bytes aimed to change that narrative by offering fast, flavorful, and made-fromscratch food that makes staying on campus the better choice. Launched initially in 2021, it faced several pandemic-related hurdles, but the vision remained clear.

When Culinary Director Eugene Zelditch joined the team in 2023 from Bon Appétit at NVIDIA, he worked with the team to reimagine the menu to meet the demands of this high-volume, small-footprint location. Together, they developed offerings that are not only delicious and efficient to produce, but also culturally

relevant and appealing to a global student body — with an emphasis on plant-forward options.

Today, Fresh Bytes has evolved into a campus destination. Strategic additions like boba tea help increase foot traffic throughout the day, while a creative grab-and-go tapas menu keeps guests coming back for breakfast, lunch, or anytime snacks.

This tiny location has significantly boosted revenue and guest satisfaction, while supporting our goal of keeping students on campus with food they’re genuinely excited about. Fresh Bytes may be small, but its impact continues to grow — one bite at a time.

— Submitted by Merilee McCormick, district marketing manager, NorCal

REGIONAL WELLNESS DIRECTOR LONDON BAKER (L) AND SANTA CLARA’S CULINARY DIRECTOR EUGENE ZELDITCH AT THE OPENING OF THE SIMPLYOASIS STATION AT SANTA CLARA UNIVERSITY

Healthy Kids, Happy Chefs:

A Joyful Day of Cooking at St. Olaf College

Staff at St. Olaf University in Northfield, MN, welcomed 14 curious and enthusiastic children of St. Olaf faculty and staff — ages 5 to 12 — for a hands-on culinary adventure. Guided by the incredible Chef Kris Koch and Fellow Grace Mennerick, and supported by Director of Operations Dylan Johnson, the class was a true team effort.

The kids got to taste-test a variety of fresh ingredients, including basil (which sparked some strong reactions!), juicy heirloom and cherry tomatoes, and lychee fruit. From start to finish, it was a celebration of food, fun, and exploration.

Rolling, Stretching, and Smiling: Pizza Time

Next, Chef Kris led the students through every step of pizzamaking, from mixing and activating the yeast (“The dough is alive!” one child excitedly shouted) to stretching the dough and adding toppings.

While the pizzas baked, the group shifted focus to fruits and their powerful vitamins. Chef Kris offered a quick knife safety demo,

and then the kids got to work chopping and assembling their own vibrant fruit kabobs — their confidence growing with every slice.

A Pizza Party to Remember

With kabobs complete and pizzas hot and ready, everyone headed to Stav Hall to enjoy the fruits (and vegetables!) of their labor. As the kids savored their meals, the young chefs shared their favorite part of the day. Their answers — stretching pizza dough, skewering fruit, and trying new foods like lychee — were as varied and colorful as their kabobs.

“Watching the students grow more curious, confident, and connected over the course of the class was incredibly rewarding,” writes Grace. “We hope these young chefs keep cooking, tasting, and exploring all that healthy food has to offer — and that they come back soon!”

— Submitted by Grace Mennerick, Midwest regional fellow

CHEF KRIS KOCH (R) MAKING PIZZA DOUGH WITH A HEALTHY KIDS PARTICIPANT

THE BON APPÉTIT TEAM IN FRONT OF A GOLDEN GATE-INSPIRED STATUE. FRONT ROW FROM LEFT TO RIGHT: PRESIDENT MICHAEL BAUCCIO; VICE PRESIDENT OF IMAGE & STYLE CARRIE BUCKLEY; DIRECTOR OF CULINARY, CHICAGO KRISTINE SUBIDO; CEO FEDELE BAUCCIO; GENERAL MANAGER, CHICAGO KIM LILLEBERG; RESIDENT DISTRICT MANAGER CARYN BOBROWSKI; LEAD LINE COOK ELVIS RAYMUNDO; DIRECTOR OF CULINARY TERRENCE CRANDALL; REGIONAL VICE PRESIDENT MARK LACHANCE; REGIONAL MERCHANDISING MANAGER, IMAGE & STYLE REBECCA CACCAMISE; AND CAO LIZ BALDWIN. BACK ROW FROM LEFT TO RIGHT: DISTRICT MANAGER TOM DIXON; DIRECTOR OF CULINARY OPERATIONS ROBBIE LEWIS; LEAD LINE COOK DERRICK WARREN; AND EXECUTIVE CHEF DORAN PAYNE.

Food & Cooking

For a Compass Global event in Chicago this summer, the Bon Appétit team fed 230 of Compass’ senior global leaders. Robbie Lewis, the regional director of culinary, led a Chicago team on preparing this delightfully Bay Area-inspired menu for the evening’s festivities:

San Francisco Seafood Cioppino

Pacific halibut, red crab, clams, mussels, octopus, Calabrian chili broth, fennel, sourdough croutons

Mission District Street Tacos

Slagel Farms pork, El Popocatepatl tortillas, salsa verde crudo

Green Goddess Salad

Baby gem greens, petit croutons, Point Reyes Toma

Nice work, all!

— Submitted by Tom Dixon, district manager

The Food Education team is excited to share the Hispanic Heritage Month Cookbook, Buen Provecho, filled with recipes from our talented Hispanic culinarians in the field all over the country. With recipes like Pork Pozole, Shrimp in Aguachile, and Patacon, it’s a delicious dose of culinary inspiration from some of the world’s greatest cuisines.

Scan the QR code to check it out!

TOM DIXON (L) AND MARK LACHANCE IN THE KITCHEN AT THE COMPASS GLOBAL EVENT

SAN FRANCISCO CIOPPINO AT THE COMPASS GLOBAL EVENT, FEATURING SEARED HALIBUT, LITTLE NECK CLAMS, PEI MUSSELS, BLUE CRAB, CALABRIAN CHILI BROTH, AND PARMESAN SOURDOUGH CROUTONS

Community & Hospitality

U of P Recipes from Home

At University of the Pacific (U of P) in Stockton, CA, the team took a fresh approach to Recipes from Home, using the activation as a way for students to get to know the dining team better. Student feedback suggested that students weren’t clear on who to approach with dining questions or suggestions, so the team set out to change that.

To that end, the U of P team designed a series of Recipes from Home pop-ups. Every week, a different member of the team hosted a tabling event featuring samples of a home or heritage recipe, and opportunities for guests to ask questions about campus dining, the dish, or the team member’s story. The team’s diverse backgrounds were well-represented, from Executive Chef Zulma Rodriguez Rios’ dish of green chicken pozole to Café Manager Zita Mata’s caldo verde, and much more.

Lo and behold, students and staff got to know the team behind the meals, discovered new recipes they loved, and felt seen and heard in our dining spaces. The series boosted morale among our team members by celebrating their stories and cultures, and many of the dishes became new guest favorites, driving engagement and increasing participation in our dining program.

— Submitted by Merilee McCormick, district marketing manager

Events in the 512 (Austin, TX)

They’ve been stepping up the event offerings at the Austin location of a national financial services company. A recent “512 Week” highlighted local vendors, who joined the team on-site to sample their products and connect with guests. The team handed out “512 Passports” to guests, which they could get stamped by visiting each vendor. Every stamp earned them an entry into a drawing for a gift basket filled with items generously provided by the participating vendors.

Alongside the showcase, they featured a weeklong Texas BBQ menu at the Explore station. Chef Tony, known for his expertise in BBQ, led the effort, and it was a huge hit. Due to ongoing guest requests for his BBQ, it was the focus of the week — with a creative twist each day, including a vegan option. Great feedback and a fantastic week!

The team also recently introduced afternoon tea, which began as an intimate gathering for four guests and has quickly grown in popularity. Mini tea sandwiches, freshly baked scones with marmalade, our curated selection of Numi teas (served in vintage teacups — too fun!), and an array of mini desserts have all driven overwhelming success (it’s been officially added to the catering program). Adding to the fun, many guests embrace the spirit of the occasion by arriving in elegant dresses and fancy hats!

— Submitted by Dana Andrae, general manager, national financial services company, Austin location

U OF P CAFÉ MANAGER ZITA MATA AT A CHEF CHAT FEATURING HER FAMILY RECIPE FOR CALDO VERDE

AFTERNOON TEA FEATURING MINI TEA SANDWICHES, FRESHLY BAKED SCONES, MINI QUICHES, MACARONS, AND ASSORTED MINI PASTRIES

Butler University in Indianapolis, IN, Deepens its Commitment to Responsive, Inclusive Partnership

Butler Dining aims to be a true partner to the universities we serve, engaged in student life and aligned with institutional goals. Two recent developments demonstrate our success in these efforts.

Midtown Late Night

Earlier this year, we launched our Midtown Late Night menu at Butler University. The new limited menu, available to students on weeknights from 8p.m. to 12a.m., was a direct response to student feedback and a testament to the power of strong campus partnerships. The results have been overwhelmingly positive.

The Late Night launch contributed significantly to the rebound in overall student dining satisfaction, which returned to and surpassed historical averages in Spring 2025, after a notable dip in Fall 2024. The new, student-driven program is an example of Bon Appétit’s ability to empower student voices, identify student needs, and implement solutions that resonate deeply with the student body.

Black-Owned Business Showcase

This past winter, Butler hosted a Black-Owned Business Showcase, an initiative that reflected the university’s dedication to fostering

engaged citizens and building an inclusive campus community. The showcase was a collaborative effort with key campus partners, including Butler’s Black Student Union and Diversity Program Council.

Butler Dining leveraged its connections with local businesses to bring over 10 Black-owned vendors to campus. These entrepreneurs created a vibrant marketplace and a meaningful, engaging exchange of culture and commerce. The impact of the event has extended well beyond a single day, with one standout vendor building a partnership to offer fresh-pressed juices in select campus retail locations!

Butler Dining and Butler University are excited to grow this event in the coming years. With a continued focus on innovation and partnership, the Black-Owned Business Showcase stands as a testament to Bon Appétit’s role as committed partners in creating vibrant, inclusive, and student-centered campus experiences.

— Submitted by Kevin Asselin, marketing manager, Bon Appétit at Butler University

DESCHANTRICE SMITH FROM HIGHER SERENITY, AN INDIANAPOLIS-BASED WELLNESS COMPANY, INTERACTING WITH BUTLER STUDENT SADIE NELSON AT THE BLACK-OWNED BUSINESS SHOWCASE

Stiff (and Tasty) Culinary Competitions Build Community!

Top Chef at Trine

At Trine University in Angola, IN, Bon Appétit partnered with Trine staff to host the first Top Chef: Trine Edition: Staff vs. Students. Two Trine staff members, Cisco Ortiz (vice president for student affairs/ dean of students) and Bill Milnes (executive director of housing and residential life), competed against two Trine students.

General Manager Jackie Kramer, Executive Chef Jasan Kramer, and Catering Manager Kate VanGordon served as judges. An audience of students, faculty, and community members joined to watch the challenge at the Whitney Commons Café at Trine. The event was a great success, bringing the community together for some friendly competition.

“What a fun time and a great event,” said Cisco. “If this is not something you see at other schools, I would love to see this become a common event. We plan to do it each year and grow it.”

— Submitted by Jackie Kramer, general manager at Trine University

Emory

Food Fight

Since 2021, Atlanta’s Emory University has hosted campuswide food fights, and they’ve grown year after year. This past spring, Atlanta-area accounts Emory ATL , Emory Oxford College, Porsche Experience Center, Savannah College of Art and Design ATL , and Spelman College came together for the second annual throwdown event hosted at Emory’s main café.

Chefs created seasonal, local menus beloved by college students (who vote for their fave dishes for the People’s Choice prize), and clients from all accounts were invited to join the festivities. This year, General Manager Allana Jules and Chef Demetrise Edwards, with their culinary team, took home the Judge’s Choice trophy to Emory Oxford College, while General Manager Asia Hunter and Executive Chef John Flagello, with their culinary team, took home the People’s Choice prize to Emory ATL! Here’s a peek at the winning menus:

• Korean Fried Chicken Bao Bun, Hot Honey-Gochujang Glazed Tteokbokki, Kimchi, Ginger-Soy Pickled Cucumber

• Tandoori Chicken Wings, Raita, Mango Chutney

Teams are often so busy with the day-to-day tasks of operations. This event shakes everyone up and brings the Bon Appétit communities within the city together. It gives teams the chance to step away, network, create new friendships, and share successes.

— Submitted by Michelle Reuter, resident district manager, Emory University

A Solution for the Grads: Rose-Hulman Commencement Boxes!

With commencement falling after Memorial Day at Rose-Hulman Institute of Technology in Terre Haute, IN, service was business as usual, plus over 600 guests attending the Senior Celebration in the Mussallem Union. Normally the teams do buffet tables with grab-and-go appetizers, but with the time constraints and less than two hours to turn the building around, the team spoke to the client and came up with this idea to present each registered guest with individual charcuterie boxes with some fun graduation items included.

— Submitted by Ryan Rogers, retail manager at Rose-Hulman

THE WINNING TEAM AT EMORY’S FOOD FIGHT, LEFT TO RIGHT: COOK

YOLANDA CARTER; CULINARY SUPERVISOR SHAVON DAWSON; COOK AYANNA ANDERSON; COOK ALVIN COURTNEY; NAVIGATE INTERN AND COOK KAYLA SMITH; EXECUTIVE CHEF JOHN FLAGELLO; BOOKKEEPER TED DAVIS; AND GENERAL MANAGER ASIA HUNTER

ROSE-HULMAN’S COMMENCEMENT BOX, FILLED WITH DELIGHTS

LEFT TO RIGHT: TRINE’S GENERAL MANAGER JACKIE KRAMER; EXECUTIVE CHEF JASAN KRAMER; AND CATERING MANAGER KATE VANGORDON AT THE JUDGE’S TABLE!

Porsche Serves up Style at the 50th Annual Paramount Block Party

The Porsche LA team participated in this charitable event to benefit the Concern Foundation in an incredible opportunity to showcase everything Restaurant 917 at the Porsche Experience Center Los Angeles (PECLA) has to offer.

With nearly 3,000 attendees, it was the perfect platform for brand visibility, community engagement, and supporting a great cause. The team partnered with Long Beach Mushrooms, a local forager and grower, who generously donated product for the event.

Their stunning oyster mushrooms became the star of one of the signature dishes: grilled mushrooms with cotija cheese, crispy potatoes, cilantro, and aji verde. A non-alcoholic “Forager’s Punch” — a spirit-free beverage crafted to highlight the same complexity and intention brought to the cocktail program — was a huge hit and a perfect complement to Chef Matt’s grilled mushrooms.

Everyone may know the Porsche brand, but events like this allowed the team us to show the community what Bon Appétit hospitality truly looks — and tastes — like. It was an honor to represent PECLA and Bon Appétit in such a fun and meaningful way — and yes, they were the “fun-ghis” of the event.

THE PARAMOUNT BLOCK PARTY IN EFFECT!

THE RESTAURANT 917 TEAM, LEFT TO RIGHT: EXECUTIVE CHEF MATT LEE; GENERAL MANAGER TYLER ST. PIERRE; OPERATIONS MANAGER, FOOD & BEVERAGE OPERATIONS HAILEY SZUH; AND VIP SPECIALIST FOR PORSCHE BRIANA CASTANEDA

Safety

Hats off to the team at the Fred Hutchinson Cancer Center in Seattle, WA, who recently celebrated SIX YEARS SAFE! The team celebration included a WOWS “You Are The WOW” workshop with team members sharing what they do to stay safe every day.

General Manager Jay Payne, Executive Chef Kenny Oglesby, Operations Manager Veronica Coria Hernandez, and Safety

Champion Jurich Tanner have built a safety culture that works and are continuously reinforcing the shared commitment to the Bon Appétit safety pledge and to keeping their teams safe. Congrats to this team on this significant milestone!

— Submitted by Kristin White, brand activation manager

NICHOLAS ARMSTRONG, BARISTA

VERONICA CORIA HERNANDEZ, OPERATIONS MANAGER

SLOANE MILLER, CATERING COORDINATOR

TARRAHAN SWANSON, CATERING DIRECTOR

KIM-DIEP NGUYEN, CASHIER

Sustainability

Our coffee commitment — to beans that are certified organic, shade-grown, Fair Trade, Rainforest Alliance Certified, Bird Friendly Certified, or sourced through Farm to Fork vendors — means we have an ecologically and socially responsible, delicious portfolio of coffee roasters.

One vendor can even trace its roots to one of our accounts — Nomadic Coffee was conceived by two administrative staff in the San Francisco’s California College of the Arts’ architecture division. Founder Thomas Landry and Director of Coffee Judy Krasnick left CCA to pursue their dream. Today, their exceptional coffee is served at the school, where they also come to conduct tastings with the guests. Cheers to the dedication and perseverance of the Nomadic Coffee team!

Vendor to St. Olaf College in Northfield, MN, Tiny Footprint is a carbon negative company that works with women-owned cooperatives from all over the world. They assist in replanting trees and the reforestation of cleared areas. St. Olaf student ambassadors recently toured the roasting facility to learn more about the business of sourcing and roasting exceptional coffee.

BACK ROW, LEFT TO RIGHT: ST. OLAF COLLEGE

CLIENT BRIAN IMS; TINY FOOTPRINT CO-OWNER

ALAN KROHNKE; AND DIRECTOR OF OPERATIONS

DYLAN JOHNSON. FRONT ROW: MEMBERS OF ST. OLAF’S STUDENT AMBASSADORS ALLIANCE.

FARM TO FORK PARTNER NOMADIC COFFEE’S JUDY KRASNICK SETS UP A COFFEE TASTING AT CCA

The DIAC in Action: Creative Solutions for Equity and Inclusion

BY TARA BARANOWSKE

IF YOU’VE READ BON APPÉTIT’S WEEKLY NEWS FROM HOME EMAILS, YOU’VE LIKELY SEEN THE RECENT BUZZ ABOUT THE ROSETTA STONE LANGUAGE LEARNING AND FAIR TREATMENT WOWS PROGRAMS. WHO COMES UP WITH THE IDEA FOR THESE INITIATIVES? CUE THE DIVERSITY AND INCLUSION ACTION COUNCIL , OR THE DIAC FOR SHORT,

THE BEHIND-THE-SCENES

BRIDGE BUILDERS OF BON APPÉTIT.

The DIAC was formed in 2020 when we embarked on a journey to examine our corporate responsibility to address and disrupt the bias unintentionally embedded in our corporate structure. “We needed a new structure that captured the voices and perspectives of people from across the company and turned their ideas into action,” says Liz Baldwin, Chief Administrative Officer and executive sponsor of the DIAC. The timing dovetailed with HR’s plans for response to the DEI and engagement surveys they’d recently sent to employees. The committee convened in the context of what was happening in the world along with people’s own personal experiences at Bon Appétit, says Katie Collins, vice president of Human Resources.

The DIAC was born bearing a wealth of employees’ thoughts and experiences in the realm of diversity, equity, inclusion, and to reflect and discuss the results of the survey, with the goal of identifying priorities for the council to address. These priorities then became the foundations for subcommittees, which count among their ranks both corporate and in-unit employees.

Now delivering on their focus areas, the five (so far!) committees have been spreading the word about new initiatives and activities they have created. But just because they’re sharing results doesn’t mean they’re done. In fact, they’re just getting started. With the latest engagement survey results in, the DIAC is digging in to see what more they can do.

And your input isn’t all they’ll have to work with. Maybe a DIAC member identifies an opportunity for improvement that shows a pattern within their district or region, or maybe HR recognizes a companywide area where inclusivity is lacking. Once the council is made aware, they’re poised to take action to find and suggest ways to better support all our employees. Because of the variety of voices from different roles, the range of perspectives in the council and on each committee offering insight allows them to more successfully further the DIAC’s goal to increase equity and inclusion within Bon Appétit.

“DIAC members connect with our employees across the country and always bring back inspiring ideas that help shape our culture,” says Liz. “I am incredibly proud of what the DIAC has accomplished and look forward to how it evolves in the future.” Now more than ever, Bon Appétit stands firm that diversity, equity, and inclusion are crucial parts of what makes us who we are. “No matter what some other companies are doing and abandoning their programs, we think that it’s important, and it’s work that we plan to continue,” says Katie. The DIAC is here to put those words into action, to ensure a diverse workplace that offers a sense of belonging to all.

MEET THE DIAC COMMITTEES

THE DIAC’S FIVE COMMITTEES ARE TASKED WITH FIGURING OUT WAYS THE COMPANY CAN BETTER SUPPORT INCLUSIVITY AMONG OUR PEOPLE:

ESL COMMITTEE

The brains behind the Rosetta Stone program, this team makes language learning accessible to full- and part-time employees, empowering better communication in the workplace.

HOURLY AND SALARIED DEVELOPMENT COMMITTEE

Aiming to provide training and professional development to all seekers, this group supports the learning and development team by exploring and dismantling barriers to participation. They are responsible for revising the Leadership Certification Training as well as expanding the Recipes for Retention library and are focusing on making employees feel like they have an auspicious future with Bon Appétit.

MENTORSHIP COMMITTEE

With the third cohort of the mentorship program underway and hundreds of people who have participated so far, this crew is looking to embrace the connections that are being made. Expanding the program to include small groups that share insights and co-develop critical skills opens up a bounty of new opportunities.

TRAINING FOR PEOPLE SKILLS COMMITTEE

With new WOWs exercises such as “Little Fires” and “Fair Treatment for Everyone: Fair is Not Square” under their belt, this committee is looking to foster communication among our people and create activities that build resilience and adaptive skills.

COMMUNICATIONS COMMITTEE

Spread the word! The DIAC wants more people to know about the council and their work, and the Communications Committee is here to share.

The Genie in Your Kitchen

BY CHLOE OBOLENSKY

AOne often overlooked but essential detail? Labeling.

T BON APPÉTIT, WE KNOW EXCELLENCE LIES IN THE DETAILS — EVERYTHING FROM SMALLWARES TO THE GARNISHES ON FINISHED PLATES OF FOOD.

While it may seem small in the grand scheme of a busy kitchen, accurate food labeling is fundamental for food safety and customer trust. So, we’re excited to introduce a new solution designed specifically for today’s fast-paced kitchens: Date Code Genie (DCG), a new way to manage labeling in accounts with high volume grab-and-go programs.

While we already have a reliable, cost-free labeling solution that pulls from Café Manager and generates compliant front- and back-of-package labels, DCG is specifically designed for accounts with high-volume grab-and-go programs.

How does it work?

The tool allows kitchens to automate packaged food labels in bulk — increasing kitchen efficiency and reducing errors. DCG connects directly to Café Manager via API. It automatically pulls in menu data and generates fully compliant labels — including calories, nutrition facts, ingredient statements, and net weight. To reduce packaging clutter and waste, DCG uses a QR code that links to a dedicated information page on cafebonappetit.com.

DCG also auto-manages “use by” dates, eliminating the need for manual labeling.

Who’s it for?

At Emory University in Atlanta, GA, the team has fully transitioned to using the tool. A formerly malfunctioning printer drove Jamie Kalogeros, Emory’s senior wellness manager, to initiate the change, as the volume of grab-and-go means that labeling systems need to be functional and accurate.

Many cafés also lack a dedicated computer and printer setup in the kitchen, making the labeling process inefficient and time-consuming. “The convenience is that you can take the printing out of your office…it’s a solution that makes printing more efficient and eco-friendly,” says Dayna Munich, manager of wellness solutions.

“Right now, our accounts are required to put on a frontof-package label, a back-of-package label, a safety seal, and a date — that’s four labels per package. This streamlines it down to one label plus the safety seal which helps reduce human labor, error, and waste,” she explains.

The takeaway:

If your account manages a robust grab-and-go program, DCG may be an operational solution for you. It might not replace every system, but for the right accounts it offers benefits worth exploring.

“It’s definitely been a worthwhile investment for our team at Emory,” says Jamie. “It streamlined the workload and made our operations run more smoothly.”

“It’s one more tool in our box for grab-and-go label printing,” says Dayna. “It’s a newer solution that accounts might not be aware of but may find beneficial.”

Food Recovery Tips and Tricks: From Operators, for Operators

BY PETER TODARO

BON APPÉTIT’S OPERATORS AND CHEFS, MANY OF WHOM HAVE SPENT THEIR CAREERS IN PROFESSIONAL KITCHENS OF ALL KINDS, HAVE EXPERIENCED THE FOOD WASTE ISSUE FIRST-HAND.

Anti-hunger group Feeding America estimates that restaurants nationwide send approximately 20 billion pounds of edible food to the landfill each year, while approximately 20% of the country remains food insecure. It’s been a persistent problem for decades.

In 2007, Bon Appétit formalized a commitment to preventing and reducing food waste as part of our Low Carbon Diet program. Over the years, our waste-fighting initiatives have grown. We were among the first companies nationwide to be named on the USDA and EPA list of U.S. Food Loss and Waste 2030 Champions, pledging to reduce food waste by 50%. We adapted to the EPA’s new Wasted Food Scale and positioned

Waste Not 2.0TM, our patented waste tracking system, as a critical tool for managing waste at all stages of production and service.

But while Waste Not 2.0 has helped us make great strides in preventing food waste (the top priority on the Wasted Food Scale), it’s worth revisiting the second most-preferred option for edible food: food recovery and donation — ensuring wholesome excess food feeds people, not landfills.

We checked in with four teams across the country for ideas on how to make food recovery programs successful.

THE BON APPÉTIT AT WHITMAN TEAM WITH THEIR PARTNERS FROM THE CHRISTIAN AID CENTER

Mount St. Mary’s University

Los Angeles, CA

For Executive Chef Frank Gurrola and the team at Mount St. Mary’s University, food recovery is as simple as partnering with Vesta Foodservice, which operates Chefs to End Hunger (CTEH). CTEH, available to all Bon Appétit accounts in California, provides food recovery kits to collect excess edible food, which will be distributed to the community. “It’s very easy — our team packs up the food and it’s picked up the next time Vesta delivers,” says Frank. Frank advises other California operators to explore the CTEH program and select one or two backof-house staff to serve as food recovery leads. “These team members will know what food can be repurposed and check on the quality of the food that they will be donating,” Frank notes.

Carleton College

Northfield, MN

I knew we could make a big difference with this partnership, and it turned out to be really rewarding.

St. John’s College

Annapolis, MD

The Bon Appétit at St. John’s College team has had their food recovery program for a decade, with support from a student-run Food Recovery Network chapter, an Assistant Dean of the College, as well as the Delegate Council, and the college’s student government body. General Manager Michael Cleary and the team donate food once a week to The Lighthouse, a homeless prevention support center. Michael notes that he’s been able to overcome lapses in the program that can sometimes occur as students graduate by working closely with his on-campus partners. As for Michael’s tips for other operators, he encourages them to take the plunge: “Once you decide to [start recovering food], it just becomes like another day-to-day task — it’s not as daunting as it seems.”

The team at Carleton College, led by General Manager Charlie Schwandt, collaborates with the college’s Center for Community and Civic Engagement (CCCE) to operate a successful and streamlined decade-long food recovery program as a Food Recovery Network chapter. CCCE mobilizes students to participate in volunteer efforts on- and off-campus, with food recovery offered as a weekly service opportunity. Recovered food is sent most weekdays to the Northfield Community Action Center, a local hunger-fighting organization. “Our team simply has to have the equipment ready for the students,” says Charlie. “Then it’s really for the students to do their job — it’s not a chore; it’s more of a fun social event for them.” Charlie encourages teams to partner with a volunteer organization on campus which ensures institutional memory between class years and sets an expectation amongst team members that food recovery is part of their daily workflow.

Whitman College Walla Walla, WA

General Manager Shannon Null and the team at Whitman College have formed a partnership with a hunger-fighting non-profit that extends beyond simply donating food. The team started a relationship with the Christian Aid Center in Walla Walla, WA in 2023, donating food weekly, and even preparing and serving catered meals at the Center twice a month. “We’ve actually donated equipment and hired individuals who have gone through the Center’s program,” remarks Shannon. “It’s really become a special partnership.” For teams just starting their food recovery journey, or looking to improve their existing program, Shannon recommends evaluating where you can have the biggest impact in your community. “Some organizations are big already,” Shannon says, “I knew we could make a big difference with this partnership, and it turned out to be really rewarding.”

START YOUR OWN FOOD RECOVERY PROGRAM!

HOW TO START A FOOD RECOVERY PROGRAM

BY ROSE BENJAMIN, STRATEGIC PROJECTS AND WASTE PROGRAMS MANAGER

GET SUPPORT from management and stakeholders. Designate a ServSafe certified food recovery lead and connect with your local health department and client about the idea of starting a food recovery program.

UNDERSTAND YOUR SURPLUS FOOD. Track surplus food using Waste Not 2.0 and identify food that can be donated from week to week. Confirm that your program can maintain proper food storage guidelines outlined in the Guide to Food Recovery, accessible via the QR code below.

FIND A FOOD RECOVERY ORGANIZATION by reviewing resources included in the Guide to Food Recovery.

SCHEDULE AN INITIAL CONVERSATION with your food recovery partner, confirm they are a 501(c)3 non-profit, and align on logistical details.

Once a food recovery partner has been identified, FINALIZE YOUR PARTNERSHIP by completing the required documentation to save to your files, available in the Guide to Food Recovery.

BEGIN DONATING! Collect and label food to donate, track donations via Waste Not 2.0, and begin your food recovery partnership.

Continually TRAIN STAFF and reinforce food recovery actions.

For additional information, review the Guide to Food Recovery, which contains detailed guidance and how-to information.

Email Rose.Benjamin@cafebonappetit.com with any questions, or to schedule a call.

REGISTER YOUR FOOD RECOVERY PROGRAM yearly with Bon Appétit by submitting a Food Recovery Registration Survey on the Wellness Help Desk.

OPERATORS’ TIPS FOR A SUCCESSFUL FOOD RECOVERY PROGRAM

1.

Institutional memory is important, so find PARTNERS ON CAMPUS who will help provide continuity between student class years.

2.

Make sure to DESIGNATE TEAM LEADS on any food recovery project and set an expectation among staff that this is part of the daily workflow.

3.

Take the plunge! As you GET MOVING WITH THE PROJECT, it will integrate into the day-to-day and seem much less daunting.

4.

Choose external partners strategically so you can MAXIMIZE YOUR IMPACT in the community.

Michael Bauccio

DEAR TEAM, THE HEART OF BON APPÉTIT HAS ALWAYS BEEN IN OUR KITCHENS AND CAFÉS. I SEE THIS ALL THE TIME; OUR CAFÉS, KITCHENS, AND COMMUNITIES ARE SPECIAL PLACES WHERE OUR TEAMS SHOW UP EVERY DAY AND MAKE MAGIC HAPPEN. THE STORIES IN THIS ISSUE CELEBRATE AND SHINE A LIGHT ON YOUR WORK — FROM THE PRACTICAL DAILY ACTIONS THAT GROUND US IN SERVICE TO THE CREATIVE INNOVATIONS THAT PUSH US FORWARD.

As we approach the last part of the calendar year, change and evolution continue to be the constants, both in the world and in our business. Our clients’ needs are evolving, and we’re meeting those needs. In this issue, you’ll read about how teams are adapting to hybrid workplaces with thoughtful, flexible service models. The safety of our employees and guests is a top priority for us and for our clients, and in this edition, you’ll read about how one leader is inspiring a culture of safety with his team. You’ll also hear from seasoned operators who are innovating and evolving our operations to provide memorable, high-quality experiences while staying sharp on plate costs.

And you’ll hear from teams who are breathing new life into long-standing accounts and demonstrating that retention isn’t about doing the same thing year after year, but about staying curious, responsive, and invested. Our ability to grow and thrive as a company depends on how well we care for our clients — not just when a contract is new and exciting, but through every season and shift.

That means staying close with our clients, asking the right questions, and finding tailored solutions that reflect their changing goals. It means being proactive, not reactive. And it means delivering excellence consistently — something we know a little about.

All our work requires the ability to thrive in intense, dynamic environments, and it’s happening across the country because of you. That’s what sets Bon Appétit apart — and what makes me so proud of all of you. Thank you for everything you do to find solutions of all kinds that drive us forward.

With appreciation,

Michael Bauccio

OFFICE OPTIONAL

HOSPITALITY REQUIRED

BY ALLY PADRICK

BON APPÉTIT TEAMS MEET THE HYBRID MOMENT IN MANY WAYS

The phrase “return to office” has become something of a corporate bogeyman — dreaded by employees, debated by leadership, and tied to broader questions about culture and engagement. In the era of hybrid work, office life has a different rhythm, one that flexes by the week, the team, even the weather.

For many of the guests we serve, this flexibility is part of the appeal of their workplace. But it also means our food programs must do something they were never quite built for: shift seamlessly from 100 guests to 700, often multiple times a week.

This challenge can feel daunting. But it also offers a chance to work collaboratively with clients to realign both goals and definitions of success. Across our accounts, operators are finding creative, strategic ways to adapt, not just to survive in a hybrid world, but to thrive in it.

Guest counts used to follow a predictable pattern. Not anymore. While some clients now mandate specific in-office days, others leave attendance entirely up to employees. That leaves our teams planning meals for unpredictable headcounts with labor, quality, and guest satisfaction still expected to hold steady. “We’ve seen a clear difference in how people are planning their days,” says Director of Dining Services Natalie Foster.

Shifting

Strategies for Fluctuating Populations

At one large, multi-site technology company in the San Francisco Bay Area, the team navigates two very different settings: a large, full-service campus that supports up to 3,000 people, and a much smaller downtown headquarters location where the same standards are expected despite far fewer resources. When considering fluctuating populations, many think of the doldrums

of service, where customers trickle in. But this team had to think quickly to scale up services to match unanticipated high-attendance days, not only to feed more people but to mitigate bottlenecks in busy areas.

One solution to re-orient people in crowded spaces? They rolled out a soft serve ice cream program in quieter buildings, mirroring a hit amenity from headquarters. “It created buzz, helped spread foot traffic, and gave us an unexpected revenue boost,” says Director of Operations Michael Bear. “It also let us relieve pressure from pinch points without compromising experience.”

A California-based social media company successfully embraced flexibility, especially on slower days. The team implemented a Friday brunch service that spans both breakfast and lunch windows. Guests love it, and it allows the culinary team to use saved staff time for prep and cleaning tasks, using labor hours more efficiently. And when a scheduled influx of employees from another location showed up for an all-hands meeting, the team responded by offering a second brunch window to accommodate the spike — a small shift that made a big impact.

As the on-site team’s Vice President of Client Relations Andrew Znidarsic puts it, “While we continue to focus on serving great food, we also appreciate the need to present our program in a way that makes people feel good about coming in.”

GUESTS EAGERLY AWAIT THEIR LUNCH AT A SILICON VALLEY TECHNOLOGY COMPANY

EXECUTIVE CHEF JUAN PABLO GALEANO PREPARES TO WELCOME DINERS FOR A SPECIAL EVENT AT A TECHNOLOGY COMPANY

BARISTA BRENDA SALAZAR WELCOMING GUESTS TO A BOUNTIFUL SOFT SERVE STATION AT A TECH COMPANY IN NORTHERN CALIFORNIA

Scaling Smarter

At another corporate account in the area, when the client merged services to fewer vendors, a bold, system-wide approach was needed. Fewer vendors meant Bon Appétit’s scope increased from four to 10 locations under this new, shared program. While challenging, the increase in volume and client-side consolidation effort streamlined both labor and food costs. Serving more locations revealed multiple efficiencies in categories like labor, food cost, and other controllable and non-controllable expenses, reducing the overall cost per person per day by seven percent, says the account’s National Director of Operations Scott MacGowan.

In addition to built-in flexibility from a larger team (like absorbing issues such as callouts and shift changes), an unforeseen benefit to quickly scaling was “watching our team grow, learn, and see what people were truly capable of,” says Culinary Director Kirk Raschhuber Moore.

Partnering for Greater Impact

And while we always celebrate homegrown solutions to widespread challenges, Compass Group can play an important supporting role. Adobe, for instance, has embraced every facet of a data-driven program offered by Compass. In partnership with the client, the team has added a dedicated, senior E15 analyst to the portfolio. E15 helps accounts like Adobe turn feedback and operations data into smarter program design.

The results speak volumes: a 10% reduction in total costs, 8% higher check averages, and the highest guest satisfaction scores on record. Participation now regularly tops 100%, as employees engage with multiple touchpoints throughout the day. Adobe hasn’t raised prices since 2012, yet the program remains financially strong — proof that good data paired with smart strategies can stretch resources further than expected.

The Foundation: Trust and Transparency

THE HYBRID PLAYBOOK

4 STEPS TO STRATEGIC SUCCESS

Every account with a hybrid office schedule is different. But behind the most successful ones? A thoughtful, client-aligned plan of attack. Here’s how to shape one that delivers results.

1

Start with a WITY or SWOT Exercise. Before making changes, pause to align. A WITY (What’s Important to You [the Client!]) or SWOT (Strengths, Weaknesses, Opportunities, Threats) exercise helps teams understand what the client values most. Bring KPIs (Key Performance Indicators), guest feedback, survey results, sales data, and any other data to the table to guide a meaningful conversation.

2

Define Your Win. Is your goal to reduce waste? Increase check averages? Create more excitement around in-office days? Naming your priority, ideally in partnership with your client, helps anchor decisions and build buy-in for bold changes. Make sure it is specific enough to track! A goal of increasing Monday participation by 15% in Q3 is far more actionable than simply “increase café participation.”

3

Between client and teams, a shared commitment to partnership connects these efforts. Operators aren’t just responding to client requests; they’re working alongside clients to shape the strategy itself. Whether through alignment exercises, detailed dashboards, or creative event planning, teams are building trust by being transparent about tradeoffs and outcomes. This collaborative spirit is part of our ethos and is mirrored by our clients. As MacGowan put it, when Bon Appétit introduced a commissary program out of his client’s kitchen that saved the client money through shared cost and menu synergies, “the client didn’t just want to realize the savings — they wanted to reinvest it to make the program even better.”

We may not be able to control how many people come to the office on any given day. But we can control how they experience it. Across Bon Appétit, our teams are showing what it means to stay nimble, imaginative, and people-first.

Chart the Course. Whether it’s consolidating service, rotating stations, or piloting a new offering, make sure your plan ties back to the client’s goals. Highlight how the proposed change meets business needs and guest expectations. Present your ideas in a format that works for your client and any relevant decision makers. Does your client love PowerPoint presentations, or would they prefer to see direct connections to established KPIs?

4

Measure and Celebrate. Track the impact of your changes. That could mean participation rates, transaction data, or even anecdotal feedback from regular customers. Share early wins, and if possible, reinvest increased financial or bandwidth efficiencies to further improve the program and guest experience.

EFFICIENCY BOOSTING BRINGING CREATIVITY

BY LEIGH BELANGER

HOW OUR TEAMS ARE MANAGING THROUGHPUT

WHETHER MANAGING HYBRID WORKPLACES OR BUSY COLLEGE CAMPUSES, THROUGHPUT IS A CONSTANT CHALLENGE TO BE SOLVED. HOW DO WE FEED ALL OUR GUESTS IN THE LIMITED TIMEFRAME THEY HAVE AVAILABLE, WHILE MAKING SURE THEY HAVE THE CHOICES THEY’RE LOOKING FOR? TIME TO GET CREATIVE. THE FOLLOWING ACCOUNTS SHARED THEIR THROUGHPUT SOLUTIONS HERE.

NATIONAL FINANCIAL SERVICES COMPANY AUSTIN, TX, LOCATION

The Challenge:

The most popular station, Spice Route, occupied one of the smallest station footprints, creating congestion during peak lunch hours.

The Solution:

The team relocated the Explore station to the café entrance, allowing Spice Route to take two station areas. There’s now more workspace and a samosa box that offers a hot grab-and-go option for guests with limited time. Meanwhile, Explore has its own tablet that allows guests to order and pay at the station, further expediting traffic, and offers specialty items at a premium price point, boosting average check value.

UNIVERSITY OF SAN FRANCISCO, CA

The Challenge:

The team at USF was challenged by the client to reimagine some stations for efficiency while generating buzz, boosting participation, and working within existing budget and space limitations.

The Solution:

They launched the Sambal Station, featuring Asian-inspired bowls that blend regional flavors with a streamlined meal format. Decor was refreshed using supplies on hand and Image & Style created fresh signage. The resulting station quickly became a guest favorite while meeting the needs for an option that had lower labor and food costs and an efficient service format.

ST. OLAF COLLEGE, NORTHFIELD, MN

The Challenge:

Popularity of the meal plan has led to congestion in St. Olaf’s main dining hall, slowing down operations and sometimes delaying meals for busy students.

The Solution:

The team opened two new concepts, which could be purchased or used with a meal swipe. A build-your-own Mediterranean bowl meal is now sold in the school’s retail space. Freshly rolled sushi burritos are served out of Bon Appétit’s catering space, and they’ve instituted a bag lunch program that students can take to go. These efforts offer new options to students while redirecting 700 guests away from the dining hall during the lunch rush.

BAY AREA SOFTWARE COMPANY, CA

The Challenge:

The salad station was overwhelmed at this Bay Area software company, due to facility changes and the station’s growing popularity among the company’s health-conscious employees.

The Solution:

The team revived the Blended station by focusing on plant-forward meals that aligned with the diverse dietary needs and wellness aspirations of guests at the account. Executive Chef Miriam Russell (now Culinary Director at the Foster City location of a national financial services account) rolled out an inspired menu of Balanced Bowls (each paired with a power shot!). The revitalized offerings relieved pressure on the salad station while exciting guests with something new.

Never Say No

Best Practices for Running Commissary Kitchens

BY LEIGH BELANGER

As Bon Appétit continues to grow alongside our corporate clients, commissary kitchens have become an important part of our operational toolkit. With companies expanding into new offices, opting for lighter real estate footprints, or managing hybrid office schedules (see story on page 28), full-scale on-site kitchens aren’t always feasible or desired by clients — but expectations for fresh, high-quality food and customizable programs haven’t changed.

LEFT PAGE: MEMBERS OF THE CULINARY TEAM AT ELLIOTT BAY CULINARY,

LEFT TO RIGHT: SOUS CHEF DAVID SANCHEZ; COOK HUNTER BLAKE; EXECUTIVE CHEF LINDSEY HAYTER; AND LEAD COOK SAWED CHANTAPAN BELOW: THE FULL TEAM AT ELLIOTT BAY

We’ve turned our operation on its head so many times in the last three years that that’s just kind of old hat to us now.

That’s where commissaries come in. These culinary hubs allow us to prepare, package, and deliver Bon Appétit’s culinary experience (in any number of configurations — hot food, grab-and-go, breakfast, snacking or coffee programs, baked goods — the list goes on) with efficiency. The model offers clear advantages: clients get access to our excellent food and service without the need for extensive kitchen infrastructure, sometimes at a savings. On our end, we benefit from increased scalability, streamlined production, controlled costs, and added growth opportunities for our people.

While off-site kitchens serving multiple clients help us grow thoughtfully and strategically, offering each client a multitude of options, translating Bon Appétit offerings from an on-site to a commissary model comes with a learning curve. “There’s nothing harder in our business, than commissary work and its built-in challenges,” says Regional Vice President Joseph Alfieri. We talked to some of our commissary operators to learn what it takes to build and run a successful commissary, and the best practices that set us up for success. Here’s what they shared:

Never say no... ...but use your expertise to find a workable solution. Managing unlimited inbound requests is part of the job for all operators, regardless of the type of account. “I always try and figure out a way to say yes,” to those requests, says Brian Anderson, a district manager in the Bay Area whose territory includes Custer Commissary in San Francisco, CA. “Maybe not entirely, maybe I make an offer that’s part of the ask, but you can’t say no,” he says.

That’s the philosophy at Custer, he says. “You gotta stay open to new things. You’re going to put yourself in a difficult position, maybe, but that’s how you learn.” Custer, which opened in 2017 with one high-growth tech client, has grown to serve thousands of meals per day to eight clients and counting. Their openness to new ideas and offerings means the commissary now operates a coffee roasting program and manages break room offerings for clients who ask.

Adaptation and growth feed each other By its nature, the commissary model is a flexible one that invites an iterative approach to growth. When Mark Raynor, executive chef at Elliott Bay Culinary in Seattle, WA (which operates out of Expedia’s headquarters), joined the account in early 2020, it wasn’t long before they were reacting and responding to pandemic-related challenges. As the new frontier of hybrid work emerged, “we had to ask ourselves how we were going to rationalize being the stewards of this amazing facility,” he says. In addition to feeding the hybrid workforce, the team started using the Elliott Bay space to produce grab-and-go meals for all the accounts in the region, many of which are satellite offices with a smaller population of workers and no on-site kitchen.

They built the cold grab-and-go program and added bakery in the first year, then took on a hot carry-in program for one social media company,

then another — adding a new level of scale and complexity to the operation. The rapid growth has meant the team has had to constantly adapt and iterate, a process that comes with learning curves and growth opportunities, both of which Mark and his team have faced — and embraced. That growth mindset is crucial to success in a commissary, he says.

“A defining trait in this commissary world is adaptability and nimbleness, along with willingness and ability to throw something away as soon as it doesn’t work, and restart and rebuild,” says Mark. “We’re used to doing that in real time. We’ve turned our operation on its head so many times in the last three years that that’s just kind of old hat to us now,” he says.

10X communication is key

This constant adaptation means “there’s no road map for success in the commissary business,” says Regional Vice President Michael Aquaro, whose region is home to six commissaries serving 16 clients. The solveas-you-go approach means that close communication is crucial.

On the client side, says Michael, “you can’t be afraid to share what you need in order to make the program successful.” Whether that’s more equipment or even a larger space to accommodate a growing program, clear and open channels of communication with clients is key to meeting the shared goal of delivering a meaningful and successful program.

Internally, communication is the glue that holds the kitchen and the logistics team together, says Alex Scover, director of operations at Custer. “If I’m working side by side with our culinary director,” Alex says, “he might see something I might not see and vice versa, so we just work in collaboration to make sure everything rolls in the right direction and that ultimately, the client is happy. That’s the crux of it.”

ELLIOT BAY TEAM MEMBERS, LEFT TO RIGHT: EXECUTIVE CHEF LINDSEY HAYTER; LEAD COOK SAWED CHANTAPAN; SOUS CHEF DAVID SANCHEZ; AND COOK HUNTER BLAKE

Make friends with creative culinary troubleshooting

“The most critical item in the commissary world is having the right menu,” says Michael Aquaro. While bakery items and cold grab-and-go sandwiches and salads are relatively straightforward, the challenge arises when programs expand to hot food that needs to stay hot and delicious on its trip to the site. At Elliott Bay, they send 1,000 hot boxed meals daily to one account for both lunch and dinner. They needed to not only find the right equipment for that undertaking, but build a collection of menus that would look, smell, and taste good after being held in a hot box during transport.

It’s one thing to do that with meat — starting with higher fat meats and low and slow cooking techniques was one tactic — but quite another to do with vegetables, which are always in high demand. It took a few months of trial and error to come up with vegetable sides that fit the bill. Based on guest feedback, they played with the vegetable options until settling on ones that worked — typically served cold and spiked with garnishes upon serving to bring them back to life. “Really the work is never done,” says Mark. “Whenever my chefs or cooks are composing a new dish, I ask, ‘could it better?’ and then we talk about what we need to do to get there. Because it can always be better.”

The spirit of continuous improvement is alive and well in Bon Appétit’s commissary world, where success is hard-won but comes with great rewards. The one high-growth company that Custer opened with? We now serve them nationwide, and in partnership with Compass, they’ve become our first global account. “Commissaries are a way to get our foot in the door,” says Joseph. “We get in, and we then grow with our client base and partner with them.”

BUSINESS GROWTH = PROFESSIONAL GROWTH

For teams at both Custer and Elliott Bay, the expansion of commissary business has meant increased opportunities for our people. From chefs rolling up their sleeves to do R&D for the types of menus that suit commissary services, to operations managers solving logistical puzzles with routing and deliveries, commissaries offer pathways for associates to stretch and grow in ways they maybe didn’t anticipate.

“It offers so many different growth opportunities for different people in different roles and different lanes,” says Mark, who points to an entrylevel catering manager who took on grab-and-go operations when they started, and is now on the path to becoming a GM; and his sous chef, for whom the growth has meant learning more about financials, hiring, and training. “Everybody has had to get their hands into different pots that were technically not part of their job description,” says Mark, “and all that professional growth has been extremely rewarding to be part of.”

At Custer, where Alex Scover worked his way up to director of operations after starting as a driver in 2019, they look internally to promote people who have “earned their stripes,” he says. “I have one gentleman who was with me when I was a driver,” he says, “who now oversees our whole logistics operation.” Many of the chefs and sous chefs at Custer have worked their way up in the commissary, fostering a tight-knit culture and a set of longtime employees who mentor new hires, says Alex. That culture serves them in the fast-paced commissary world, where “it takes a special kind of person to thrive,” says Joseph.

SOUS CHEF CIPHEOR WILLIAMS (L) AND LEAD COOK MALIK WILSON FIGURE THINGS OUT AT CUSTER

MEMBERS OF THE BAKERY 350 TEAM HARD AT WORK AT CUSTER, FRONT TO BACK : BAKERY 350 SOUS CHEF GABRIEL NUNEZ; BAKER ANGELA XIAO; AND BAKER JERRYL SMITH

Nimble and Efficient: The Story of Transylvania’s Transformation

BY PETER TODARO

Across the country, Bon Appétit teams are responding to changes in the economic environment and their clients’ budgets. In higher education, many operators are being asked to do more with less, preserving our promise of delivering high quality, seasonal, from-scratch fare while reducing food costs.

At Transylvania University in Lexington, KY, the team has responded to their clients’ evolving priorities with ingenuity. Their example offers a case study to other teams in how a dining program can thrive without sacrificing quality or guests’ experiences.

Shifting Service Styles

When General Manager Mitch Fox joined Bon Appétit at Transylvania (affectionately known as Transy) in July of 2024, he stepped into a well-established dining program undergoing a strategic shift. “I knew that we had to preserve our commitment to quality while making the program more nimble,” Mitch says. Supported by Regional Director Liz Simmonds, Mitch began thinking through and implementing service style changes, with the introduction of “à la minute” options. Differing from the traditional all-you-care-toeat model, Transy’s “à la minute” model involves cold-holding mise en place for each entrée before preparing individual meals to order, similar to a fast-casual restaurant.

When students returned for the fall 2024 semester, they embraced the change. The team created a designated spot for order placement and pick-up, assisting with wayfinding and easing lines during high-traffic times. “Students really worked with us and understood,” says Mitch. “They come back in five minutes after placing an order, and there’s something fresh and ready for them.”

Mitch explains that the switch to this service style helped to reduce food costs by using ingredients more efficiently, which has the added benefit of reducing food waste. “Now instead of making a batch of 10 sandwiches with only three of them getting eaten, the quality of the sandwich is better, it’s a better experience all around, and we’re reducing waste as much as possible,” Mitch says. This approach now extends to a rotating selection of college student

staples, such as burgers, grilled cheese, and pizzas, as well as options for vegan guests.

Focused Spending Over Shortcuts

Mitch and the team have applied creative thinking to purchasing and plating as well. He and Executive Chef Jackie Byrd evaluate food costs weekly, identifying sales trends and product cost increases, then switch to alternative ingredients if needed. “We never want to diminish quality — it’s about lower cost, but not lower quality,” says Mitch.

They often focus on animal proteins, which represent a substantial percentage of dining program budgets. “About 50% of our student body are athletes, who need a lot of protein,” Mitch remarks. “We meet that need by offering appropriate portions and determining whether we can offer a boneless chicken thigh over a boneless chicken breast, for example.” The team also began offering a house-made vegan protein bar. With an average of 15 grams of protein per bar, it’s become a hit with athletes, who often grab a bar to supplement the animal proteins on their plates.

FORMER CATERING MANAGER ERIN CHENAULT (L) AND GENERAL MANAGER MITCH FOX

Creating a Hands-on Culture

Equally transformative has been Mitch’s focus on employee engagement. Since he arrived on campus, he’s been determined to create an environment where people want to stay, investing in long-term relationships and taking an all-hands-on-deck approach. He sets expectations during the interview process with employees, to ensure they feel comfortable with cross-functional work and reinforces that managers will be there to help them every step of the way.

“We always want to be the employer of choice,” Mitch says. “I want people to choose to work with us because it’s a good place to work, and because we all pitch in.” As a result of this approach, Mitch has maintained a stable workforce, resulting in zero temporary staff being hired since his tenure began at Transy. “The positive changes compound when you have the same people working in a café,” Mitch shares. “They’re only getting more proficient at their job, which results in a lower labor cost downstream.”

A Stronger Program

While Mitch and the team have thoughtfully implemented strategies to make the program more efficient, the changes have met with a positive reception by the client. “I think they see the progress, which is proven by the feedback we receive from students,” says Mitch. Liz Simmonds agrees: “For a new manager to step into Bon Appétit and fully embrace a transformation like this is nothing short of remarkable. But it wouldn’t have been possible without the buy-in, hard work, and belief of his team. That collective effort is what’s truly driving the success.”

Lower Your Costs: Tips From the Transy Team

Š Consider shifting a station to made-to-order. Madeto-order might not work for every high-volume station or meal period, but if you can identify a station to beta test, doing so can help find food cost efficiencies and reduce waste without slowing down service.

Š Get creative to serve high-protein eaters. Consider swapping in high quality, but lesser cost animal proteins and focus on serving appropriate portions. Offer creative plant proteins through protein bars or smoothies.

Š Review costs collaboratively. Make managing food costs a team sport by meeting weekly with both back- and front-of-house to make intentional ingredient swaps.

Š Cross-train intentionally. Help build versatility by cross-training staff, allowing them to flex between roles thereby reducing reliance on temporary labor.

THE TRANSYLVANIA TEAM

Pause and Refresh

How the BSI Builds Relationships and Moves Accounts Forward

THE BIOLA TEAM!

DOING THE SWOT ANALYSIS FOR BIOLA’S BSI, LEFT TO RIGHT: REGIONAL WELLNESS MANAGER MELANIE BERDYCK; BIOLA EXECUTIVE CHEF SIDOE DUKEMAJIAN; BIOLA SOUS CHEF SERGIO AVINA; BRAND ACTIVATION MANAGER RICHARD URIBE; AND MERCHANDISING MANAGER REBECCA CACCAMISE

BY LEIGH BELANGER

WHEN

STUDENTS AT BIOLA UNIVERSITY IN

LA MIRADA, CA, RETURNED TO CAMPUS THIS FALL, THEY WERE GREETED IN THE DINING HALL BY 10 BRAND-NEW DIGITAL SIGNS THAT THE BON APPÉTIT TEAM INSTALLED OVER SUMMER BREAK.

The signs — light, bright, and able to transmit not just daily menus but branded storytelling moments that also convey meaningful information about wellness, national promotions, and how we source our ingredients — can help transform a space, says Kari Menslage, senior regional director of activation and public relations.

Digital signage was one of the key investments coming out of a Brand Standards Intensive (BSI) that Kari and other members of the Image & Style team held with the team at Biola last spring. The BSI is a comprehensive program developed by Image & Style that helps teams reimagine (and then execute) what’s possible from a brand perspective at our accounts, strengthening loyalty on the part of our guests and clients in the process.

We’ve partnered with Biola, our first education account, for 36 years. Biola and other accounts like it are built on trusting, long-term relationships. These partnerships give us stability, referral power, less churn, and the capital that comes from institutional knowledge.

Retaining long-term accounts is an important piece of the puzzle of our business. And there are many tactics operators can use to this end, from delivering on our promise of quality and consistency, to embodying our mission of food service for a sustainable future, to cultivating close and collaborative client relationships. And a key tool in the toolkit is tapping the Image & Style team, whose suite of tools for visual transformation and experiential engagement can have a major impact on how the Bon Appétit brand comes to life in our cafés. The BSI is one place to start.

WHO NEEDS A BSI?

Think of the workshop as a strategic reset — whether there’s a change in leadership on our side or the client’s side; fresh eyes in the form of new managers who might see opportunities to enliven parts of the café, the menu,

or the service; or a sense that an RFP might be coming down the pike. “These shifts are the perfect time to get a little extra support,” says Kari.

At Biola, retirements at the school and among the team at Bon Appétit provided a moment for new District Manager Bob Rall to connect with the Image & Style team and put a BSI on the schedule. “This business is all about relationships,” says Bob, and the retirements, especially of former Senior Vice President Cary Wheeland, who lived within walking distance of the school, meant that “coming in, we recognized we needed to strengthen these new relationships, and the BSI was a great way to do that.”

A COLLABORATIVE OPPORTUNITY

Because Bob was new to the account as a DM, embarking on the BSI allowed him and managers on the on-site team to come together with the new client and hear what was on their minds in terms of ideas for the food program, and talk further about the depth and breadth of Bon Appétit’s programming. This exchange and collaboration helped to kick off the relationship in a positive way, showcasing our expertise and offerings, and demonstrating our responsiveness as partners.

On the account side, the workshop is also a vehicle for relationship-building. At accounts like Biola, where there’s very little turnover and many associates who have been with the company for two or three decades, says Bob, some can be resistant to making changes suggested by regional and corporate management. “One thing we’ve done is take the whole management staff out to dinner with their whole team,” he says. “Everything lightens up when you’re able to break bread, tell stories, and get to know each other over a meal.” From there, he says, it makes the work ahead much easier.

IDENTIFYING PRIORITIES

When Kari and other members of Image & Style kick off a BSI with the on-site team, they start with a SWOT analysis, identifying strengths, weaknesses, opportunities, and threats. This allows teams to talk about what they see on the ground in a structured way, and to start to identify patterns that can then be categorized and prioritized. Image & Style then comes back to the team with recommendations from each SWOT category, helping them to identify strengths they could leverage, quick wins they could implement, and high-priority projects to address.

In this case, they recommended upgrading infrastructure and communication processes, which led to the purchase of digital signage — a modest investment that will pay dividends from a brand perspective.

QUICK FIXES AND STACKING HABITS

While still on-site, members of the merchandising and activations team got to work, refreshing and modernizing decor, engaging the team with an “I Spy” activity to get them looking at the space with fresh eyes, and training station leads on weaving brand standards into everything they do.

Within a BSI, Image & Style makes both big-picture recommendations and those that seem small, but that add up to a series of impactful moments and impressions that revitalize environments, reinforce brand loyalty, and foster a sense of pride in the team.

Whether it’s a mini station refresh, training on a wellness pop-up, or establishing regular pre-shift meetings, the seemingly small changes can stack up to something quite meaningful, says Kari. Plus, “just the idea that [the team] is getting support, someone is taking the time to focus on them and make them feel seen,” she says, is valuable for morale, and sets the stage for continued improvement and gradual transformation over time.

Start Small

The BSI is just one (very comprehensive) tool in the Image & Style toolkit. If you’re looking to breathe new life into parts of your operations but can’t commit to a three-day workshop, the team offers many resources that can meet you where you are.

You could start with one of their One-on-One calls (“It’s basically like a therapy session,” says Kari), where you can schedule an hour with a member of the Activation team and talk through some of the issues you’re facing; or a Back to Basics walkthrough, where your Activator or Brand Activation Manager can help you identify low-hanging fruit to focus on for a quick refresh that can revitalize your space, energize your team, and inspire your guests.

At CHS, a corporate account in Inver Grove Heights, MN, a remodel is on the horizon, but Resident District Manager Katie McKenna knew they couldn’t wait two years to address some of the needs the account

had in the look-and-feel department. They asked Midwest Regional Director of Activation Jessie Gentz to do a Back to Basics and work with the team to identify a list of small things they could do to bring the account up to date.

From changing out signage and the salad bar vessels, to optimizing the gluten-free countertop cooler, Jessie brought fresh eyes to the space but more importantly, says Katie, “worked with the hourly employees to explain the why behind what we’re suggesting.” That hands-on approach helped staff feel good about the changes, she says. “They have a different sense of pride about what they do and how they’re doing it because these small changes really do make a difference.”

And that’s not all! Follow the QR code to the Cultivate folder in Cervello, where a suite of brand-related tools and resources are available.

CAFÉ MANAGER CAMEY WISEMAN DOING “I SPY”

COVER CROPS: SERVING UP SOIL SUPERHEROES FOR EARTH DAY

BY ELISE KULERS

This year’s Earth Day celebration highlighted the importance of soil health for food production and the environment, giving our chefs the chance to “dig in” to our year-round commitment to support a more sustainable food system. Cover crops present an encouraging (and tasty) solution to the concerning global issue of soil degradation, which carries deep consequences for our global ecosystems and food security. Never fear — the mighty cover crop is here!

For thousands of years, farmers have planted cover crops to protect and enrich the soil between harvests. While plants used as cover crops are not usually harvested, many common examples are both edible and delicious. To help raise awareness and appreciation for these soil superheroes, we challenged our chefs to feature edible plants used as cover crops in their Earth Day menus, resulting in a creative display of soil-friendly grains, greens, root vegetables, legumes, and more.

Our chefs are no strangers to friendly competition, so we put their inventions to the test with a light-hearted Cover Crop Recipe Challenge! Creative entries flooded in, from Black-Eyed Pea Tostadas to Barley and Kale Risotto. RVPs cast their votes for the top recipe, and one Cover Crop Recipe Champion was crowned: an innovative “Seed and Soil Salad” that evokes a delicious edible garden, submitted by Executive Chef Davin Klippel from Jessup University in Rocklin, CA.

Dehydrated black olives represent the “soil” which is covered with a mound of tasty cover crops including fava beans, winter peas, sliced radishes, and millet, tossed with wild arugula and topped with smoked trout, fresh herbs, and a lemon-poppy Greek yogurt dressing.

“The inspiration behind the ‘Soil and Seed’ salad comes from a similar dish I experienced at Chef David Kinch’s Restaurant, Manresa in Los Gatos,” says Chef Davin. “When the idea came up to create a dish inspired by soil cover crops for Earth Day, I took that inspiration and crafted the Earth Day version, with seasonal cover crops like fava beans, minty millet, winter peas, ‘edible soil,’ and local radishes, and paired them with smoked trout. The result was served at our Farm to Fork Station.”

The dish is a clear reflection of the thoughtful approach carried out by Chef Davin, who has served as the Executive Chef at Jessup University for nearly 15 years, and his team.

Many congratulations to Chef Davin and all the incredible chefs who submitted their Cover Crop Recipes, and who consistently create delicious food that honors our commitment to sustainability on Earth Day and throughout the year.

EXECUTIVE CHEF DAVIN KLIPPEL

“SEED AND SOIL SALAD”

Minty millet and winter peas salad with fava beans, local radish, and smoked trout in a lemon-poppy yogurt dressing.

Ingredients:

For the black olive “soil”:

› 300 grams pitted black olives, sliced

For the salad:

› 1 cup millet

› 3 pounds fava beans, picked, blanched, shocked, and cleaned

› 3 pounds winter peas, blanched and shocked

› 2 Easter radishes, shaved and shocked

› ½ cup pickled red onions

› 4 baby carrots, shaved and shocked

› 3 eggs, hardboiled and passed through a sieve

› ½ cup smoked trout, skin removed, sliced on bias

› 1 pound wild arugula

› Herbs, handful each: tarragon, chervil, mint

For the dressing:

› 1 cup plain Greek yogurt

› 2 tablespoons extra virgin olive oil

› ¼ cup sherry vinegar (or use apple cider vinegar)

› 3 tablespoons honey

› 2 teaspoons Dijon mustard

› 1 tablespoon poppy seeds, toasted

› 1 pinch salt and pepper, to taste

Directions:

Dry the black olives as much as possible with a kitchen paper towel, then put them in a 110°F oven for about 4 hours (or a food dehydrator set to 52°F for 4 hours). When dried, finely chop or blitz them in a food processor for soil-like texture and set aside. You’ll want the texture to be a bit coarse to resemble soil instead of a fine powder.

Rinse millet, cover with 2 cups water and steam for 22 minutes.

In a medium-sized mixing bowl, whisk together yogurt, olive oil, vinegar, Dijon mustard, honey, poppy seeds, salt, and pepper. Lightly toss the peas, fava beans, millet, wild arugula, radish, and shaved carrots with the dressing.

To assemble, place the olive soil on base of the platter, then start to arrange the tossed vegetables with arugula and scatter shaved radish, pickled red onions, smoked trout, sieved eggs, and fresh herbs, resembling a garden.

THE WINNING COVER CROP RECIPE!

N U D G E

CALLING ALL GADGET AND GEARHEADS!

IN the kitchen, we all have our secret ingredients, our good luck charms, and of course, our go-to tools that make kitchen and café life run a little more smoothly. We asked teams: what’s your go-to gadget? From mandolines to duct tape, these faves run the gamut. Keep reading to learn what’s in everybody’s tool kit!

Wine opener: “My BA wine opener gets the job done! From afterhours wine time to opening boxes, it’s my go-to tool!”

— Cara Brechler, regional director of activation, Image & Style

Roasting rack: “You see a roasting rack, I see the fastest (and safest) way to dice an avocado.” — Allison Vanderburg, executive chef, Porsche Experience Center Atlanta

MY NAILS!: “I don’t get them done much anymore but when I did, I always asked my nail tech to make them extra sharp. Like claws. Need a package opened? Easy. Something too hot to hold? Not with nails. Need a self-defense weapon? I’ve got it on my fingers!”

— Emily Henspeter, brand activation manager, Image & Style

Mandoline: “My trusty Benriner” — Bruce Calvert, resident district manager, University of Pennsylvania

Instant-read thermometer: “Safety first!” Eric Thomas, general manager, Willamette University

Allen wrench: “You wouldn’t believe how many options of these I need!”

College

Stanley tumbler: “I use this to drink water and to defend myself lol” — Amanda Romero, catering supervisor, Palo Alto Networks

Air Fryer: “It has permanent spot on my counter. I use it to make fresh beans every week, and it’s perfect for air frying my kids’ favorite foods like chicken nuggets, French fries, and cheese sticks. My kids can’t get enough of the queso I whip up on the slow cooker setting. It’s also my go-to for reheating leftovers, especially pizza.” — Debbie Gordon, breakroom manager, Palo Alto Networks

Badge holder: “This is a handy gadget we have as a badge holder... it’s a box cutter in the sharp corner, plus it’s awesome for getting these coffee creamer boxes opened by lifting the corners!” — Jean Kitchen, food service worker, Aurora PHQ

— Brenna Frisbie, catering manager, Whitman

A pen!: “The pilot G-2 IYKYK! Best in the game and a lifetime staple in my kitchen career.”

— Eric Battles, general manager, Starbucks

Serrated spatula spreader: “Need something cut? Need the first piece of cake to be served? Need your toast buttered? It does it all!”

— Dylan Johnson, director of dining services, St. Olaf College

Stainless scoop: “The scoop: a baker’s friend.” — Gary Arvidson, baker, Macalester College

Duct tape: “Macgyver’s best friend!” — Michelle Kirkwold, regional director, Central Region

Rubber spatula: “My kind of utensil for cooking!” — Isaiah Adams, dishwasher, Saint Martin University

Snippers: “This tool helps inspire many smiles!”

— Robert Bowman, catering manager, Macalester College

Allen wrench: “Non kitchen related but always good to have!”

— Lucas Szaran, executive sous chef, Starbucks

Potato slicer: “Best $10 I spent 20 years ago! My go to for homemade fries and hash browns” — Sumiya Khan, senior wellness coordinator, Samsung SSI

Whisk: “My favorite utensil”

— Katlyn Simmons, pastry chef, Colorado Christian University

Carving knife: “Not a chef knife, but certainly a carving knife!”

— Ryan Jensen, general manager, Lewis & Clark College

Whisk: “I’ve used it to mash potatoes and shred chicken!!”

— Shavon Dawson, cook, Emory University

Wine key: “Undeniably the one tool that can do it all”

— Justin Goo, general manager, BMR-Gateway

CUSTER’S SAFETY CULTURE

TEAMWORK MAKES THE DREAM WORK!

CUSTER COMMISSARY IN SAN FRANCISCO, CA, (HOME TO BAKERY 350) AND THEIR 75-PERSON STAFF CELEBRATED FOUR YEARS SAFE THIS SUMMER (READ MORE ABOUT CUSTER ON PAGE 36). HERE’S A Q&A WITH DIRECTOR OF OPERATIONS ALEX SCOVER ON HOW THE TEAM REACHED THIS MILESTONE:

HOW DO YOU GET BUY-IN FROM YOUR TEAM WHEN IT COMES TO FOLLOWING SAFETY PROTOCOLS?

I explain the why behind each protocol. When the team understands how these measures protect them, they’re more likely to take ownership. By fostering a no-blame culture, I invite team members to challenge ideas collaboratively and without fear. And I reinforce good habits as frequently as possible.

HOW DO YOU ENSURE CONSISTENCY IN SAFETY PRACTICES ACROSS ALL SHIFTS & TEAM MEMBERS?

Consistency comes from clear, standardized procedures combined with a culture where every team member and leader takes ownership of safety. Clear signage, thorough SOPs, and ongoing spot checks ensure everyone understands and follows the same standards no matter the position or shift.

HOW DO YOU CELEBRATE SAFETY MILESTONES WITH YOUR TEAM?

We highlight milestones during team meetings and give personal shout-outs as they arise. To make it extra special, we’re bringing in an ice cream truck soon to celebrate the team’s achievement of over four years injury-free! These celebrations reinforce that safety is something to be proud of, not just a requirement.

Consistency. Engagement. Creating a strong safety culture. Being proactive every day rather than just reacting after incidents. And importantly, not targeting individuals personally when mistakes happen, focusing instead on learning and improvement. 1. 3. 5. 2. 4. 6. 8. 7.

WHAT DO YOU BELIEVE IS THE NUMBER ONE REASON YOU HAVE STAYED INJURY FREE?

THE CUSTER CREW. FRONT ROW, LEFT TO RIGHT: SOUS CHEF CIPHEOR WILLIAMS; CHEF DE CUISINE BRIANDA ORTIZ; AND KITCHEN MANAGER JARVIS BATISTE. BACK ROW, LEFT TO RIGHT: CHEF DE CUISINE FRANCISCO GONGORA; BAKERY 350 CULINARY DIRECTOR IAN FARRELL; DIRECTOR OF OPERATIONS ALEX SCOVER; CULINARY DIRECTOR MATT AZEVEDO; EXECUTIVE CHEF JORGE LUMBRERAS; KITCHEN MANAGER LUIS MARTINEZ; AND EXECUTIVE CHEF DANIEL KING.

WHAT ROLE DOES COMMUNICATION PLAY IN KEEPING YOUR TEAM SAFE, AND HOW DO YOU KEEP THAT DIALOGUE OPEN?

Open, honest communication is critical. I encourage the team to speak up if something feels unsafe or unclear. Maintaining daily 10@10s, a visible culture, and an open-door policy all help keep the dialogue active. And I reinforce good habits as frequently as possible.

HOW DO YOU HANDLE THE MOMENTS WHEN SOMEONE IS CUTTING CORNERS OR NOT FOLLOWING PROTOCOL?

I treat the individual as a responsible adult who understands the importance of boundaries and the consequences of crossing them. We have an honest conversation about the facts; what happened, why it’s a concern, and the potential impact on safety. The goal is to support them in making better choices moving forward, not to belittle or shame.

WHAT DOES ONBOARDING LOOK LIKE FOR NEW TEAM MEMBERS OR TEMPORARY STAFF, ESPECIALLY WHEN IT COMES TO SAFETY?

All new hires receive a focused safety walkthrough on day one , including PPE, kitchen layout, and emergency protocols. They are also informed about the hierarchy and how to escalate concerns as needed. For temps, we keep it efficient but thorough, and pair them with experienced staff to ensure accountability. We also communicate clearly with our agencies about our standards.

WHAT ADVICE WOULD YOU GIVE TO OTHER MANAGERS/SAFETY CHAMPIONS WHO WANT TO IMPROVE THEIR SAFETY RECORD?

When your team understands that you care about them, not just the rules, they’ll begin to prioritize safety more. Importantly, avoid putting immense pressure on maintaining an injury-free streak. When too much focus is placed on the time without injuries, team members may fear speaking up after incidents for fear of being blamed or “ruining” the safety record. Help the team understand why and how safety protocols matter; not just that they must be followed.

MERCH & DESIGN TO THE RESCUE

DIRECTOR OF MERCHANDISING ELLEN MCGHEE AND REGIONAL MERCHANDISING MANAGER HEATHER LEE ON THE IMAGE & STYLE TEAM SHARE A SUPERPOWER OF KNOWING JUST WHAT TO DO TO MAKE CAFÉ SPACES MORE INVITING WITH SMALL TOUCHES. THIS SERIES OF BEFORE-AND-AFTERS SHOWS HOW JUST A FEW SMALL UPGRADES CAN CHANGE A SPACE’S LOOK AND FEEL, BRINGING A SENSE OF PRIDE TO THE TEAM AND ENHANCING GUEST EXPERIENCES.

Before

“Pastries deserve a stage, not a plastic box,” says Ellen. “How they’re displayed is the difference between ‘have a pastry’ and ‘wow.’ The domed platters elevate the ordinary, so every bite feels fresh, crafted, and worth savoring.”

After

After

Before

“Yesterday empty, today irresistible,” says Ellen. Turning an empty counter into a small space that draws you in with color, texture, and whimsy (hello, ghost-shaped cutting board!) can revive a pass-through area into one that feels fresh and invites people to linger.

After

Before

”From a handful of toppings to a full spread, salads just got a glow-up with a few exciting additions that turn every bowl into a spectacular, flavor-packed masterpiece,” says Ellen.

Before

At a recent station makeover at the University of the Pacific in Stockton, CA, Heather Lee turned an existing sushi station into an Italian-inspired deli in just a few strokes.

She transformed the white and brown painted walls that were adorned with koi fish cloth panels with vinyl wall wrap to mimic vertical white tile with dark green grout, worked with Image & Style on the new name of the station, and came up with a new sign.

“The new, round station sign serves two purposes,” says Heather. “One to bring in the new pop of color with the tomato illustrations and new logo; and two, it covers up an old porthole in the wall that used to house coffee beans.” We love a win-win solution!

After

All About our Ready-Made Social Media Resources

Make your life easier and your social media profile pop with these thoughtful social media resources. We’ve considered your feedback over the years to curate solutions that fit your needs, whether they be content generation, handling guest feedback, or getting easy-tounderstand analytics for QBRs.

BY WILLIAM PERSSON

HOOTSUITE

Š Spend $0 to save yourself time generating content.

Š Access a library of filterable, customizable, and ready-to-share content for any season, activation, or communication needs.

Š Deal with all your online customer feedback in one place (even if you have a Google Business account to manage)! The best part? Built in replies within Inbox 2.0 make responding quick.

THE CONTENT LIBRARY

Š Save time searching for content from the Social Media Cheat Sheet!

Š Easily navigable using the side bar, the content library is organized by intuitive categories and subcategories.

Š Not finding what you need? Send your request here!

THE SOCIAL MEDIA TOOLKIT

Š Learn the basics of posting to Instagram and Facebook.

Š Get a deep dive on our social media strategy so you feel equipped to help implement it at your account.

Š Learn how to interpret analytics from your social media accounts (best when paired with Hootsuite’s easy-to-use analytics tab)!

Š Download our one-page guide on responding to guest feedback online. It’s a decision-making matrix with contacts for sensitive cases, such as those that should involve our safety or wellness teams.

The Back to School Kit

SUPPORTING STUDENT SUCCESS THROUGH HOSPITALITY AND COMMUNICATION

WHEN MERILEE MCCORMICK SERVED AS GENERAL MANAGER AT MILLS COLLEGE IN OAKLAND, CA, (NOW PART OF NORTHEASTERN UNIVERSITY) SHE RECOGNIZED THE NEED FOR A MORE SUPPORTIVE AND INFORMATIVE EXPERIENCE FOR BOTH STUDENTS AND PARENTS NAVIGATING CAMPUS DINING. FROM THAT VISION, SHE BEGAN DEVELOPING A SUITE OF TOOLS TO MAKE THE TRANSITION TO COLLEGE LIFE EASIER AND MORE WELCOMING. THE RESULT WAS THE FOUNDATION OF THE BACK TO SCHOOL KIT — A CURATED SET OF RESOURCES THAT HELP FAMILIES CONNECT WITH CAMPUS DINING IN MEANINGFUL WAYS.

WHAT’S IN THE KIT?

The Back to School Kit includes:

Š Dining FAQs for parents and students

Š Event calendars and seasonal menu updates

Š How to contact the dining team + meet the team

Š Submitting a Recipe from Home, recipes contributed by our chefs and team members. Students and families are also invited to submit their own recipes from home and heritage.

Š Hours of operation

Š How meal plans work

Š Station/café descriptions + offerings

Š Allergen and dietary support tools

Š Social media incentives to engage students

Š “Meet the Team” staff profiles

EXPANDING THE VISION

After sending two of her own children off to college, Merilee gained new insight into what parents and students need. In her current role as district marketing manager for Northern California higher education accounts, she discussed creating a cohesive suite of visually appealing materials that can be branded in school colors.

In collaboration with operations teams and district leadership, the Image & Style team, her clients, students, and campus partners, Merilee expanded this vision into a robust, comprehensive back-to-school kit, first launched in fall 2024 across all district accounts, including: University of San Francisco (USF), Santa Clara University, University of the Pacific, Pacific Union College, California College of the Arts, Santa Catalina School, and Jessup University

CAMPUS COLLABORATION IN ACTION

Merilee worked closely with Heather Lee from the Image & Style team to set up USF as a model campus for the kit. Together, they also co-developed a successful social media campaign called “Just Ask,” encouraging students to reach out with dining questions. The campaign was simple, accessible, and widely embraced by the student body — providing a great example of how digital engagement can foster hospitality and trust.

DISTRICTWIDE LAUNCH

This back-to-school season saw many more accounts across the country adopt the kit. With the Back to School Kit, we’re not just feeding students — we’re welcoming them, supporting them, and building a sense of home. You can visit the Marketing Help Desk to request a kit for next year!

CHEF OF THE YEAR

OUR 2025 CHEF OF THE YEAR, NIMAL AMARASINGHE, stands out for leading with purpose, innovation, and heart. From the kitchen of Cleveland Commons at Whitman College in Walla Walla, WA, Chef Nimal has gained recognition for his dedication to creating a scratch-made college dining program that is culturally rooted and sustainable.

Committed to fostering the growth of his team, he recently mentored and promoted long-term employees into senior sous chef roles. By cultivating a culture of continuous learning and cross-training, he has also elevated employees’ skills and morale.

In a groundbreaking initiative with the college’s Native American Outreach office and the Confederated Tribes of the Umatilla Indian Reservation, Chef Nimal and General Manager Shannon Null launched the First Foods Station, which features the cuisines of local Indigenous communities — the Cayuse, Umatilla, and Walla Walla tribes. An unprecedented collaboration on a U.S. higher education campus, the program has been praised for its educational impact and respectful collaboration with Native communities.

Chef Nimal is also a disciplined operator. He has driven revenue increases and managed costs without sacrificing quality or sustainability. With his contributions, Cleveland Commons now boasts LEED Gold certification, has a thriving Eco-Takeout program, and achieved Blue Zones recognition for plant-forward menuing and an environment that encourages healthy choices.

Overall, his inclusive approach combines authentic global menus that meet multiple dietary needs with dining events designed to inspire community connections.

“He doesn’t just feed this campus community; he inspires it,” writes Regional Vice President Michael Aquaro.