[ 107 ] ONBOARD ALL-DAY DINING OFFER Menus are regularly reviewed based on customer feedback, industry trends and local competition. At BaxterStorey, it’s important to curate a menu that takes passengers from morning to evening, with a refined dining option. Ahead of the 2023 summer season, BaxterStorey was looking at introducing a range of nutritious breakfast items, as well as buddha bowls and salads inspired by global flavours. These included an Asian noodle bowl served with vegetable gyozas, noodle egg roll, Asianstyle vegetables and a miso broth, or grilled chicken and Mexicanstyle vegetables, served with spiced rice and ‘pico de gallo’. of Coffee Development, Jana Slamova, started as a general assistant 11 years ago,” continues Delaroue. “She is now responsible for BaxterStorey’s Beverage Academy and has previously competed in the UK Barista Championships. In developing an onboard coffee offer, Jana worked with the team to recalibrate the coffee machines. Onboard water systems work differently to those on land, and the machines needed careful expert tweaking to ensure they still produced the quality coffee we would expect. It’s this level of detail we bring to every element of the food and drink offer.” Keeping passengers refreshed also means a carefully curated beverage menu. The Club Lounge allows passengers to take in the views with a glass of fizz, but alongside a great wine menu with a selection of Champagnes and Proseccos to complement the holiday experience, BaxterStorey is careful to include non-alcoholic options. There has been a huge increase in demand for non-alcoholic drinks options, helped in part by a younger generation who are health-conscious and demanding better, low or no-alcohol options. More UK adults are reducing their alcohol consumption, with health cited as a big driver. In 2022, the low and non-alcoholic drinks market saw a huge surge in sales in the UK, with GBP 255 million in volume sales. Beer dominates this market, with mainstream brands launching non-alcoholic alternatives. A PEOPLE BUSINESS Every hospitality experience is fuelled by a team of brilliant people. “Investing in training opportunities so our teams can invest in themselves is part of our DNA,” Delaroue says. “Hospitality is diverse, fun and offers endless career progression — we’re proud to shout about it. From creative chefs and baristas to those working behind the scenes in supply chain or finance, it’s one of the only industries you can enter with little to no qualifications and develop into a general manager or chief executive.” BaxterStorey has over 60 development journeys available to its teams, from apprenticeships through to degree level. “We regularly review and evolve our training academies to give our teams relevant, modern learning that is engaging and progressive. Giving team members a positive experience alongside growth and development opportunities goes a long way in team member retention, and we’re ensuring there is a good balance of mandatory training and vocational days, from street food tours to visiting suppliers, to having quality time to discuss career goals over a coffee.” As Delaroue points out, “Creating a working environment that supports and empowers our teams is incredibly vital when it comes to recruitment and retention. We ensure our teams are on top of trends while keeping customer experience at the front and centre of everything we do. “We recognise our chefs are the experts in food innovation. Creating a supportive working environment with innovative hubs and a collaborative network, our teams feel motivated to push themselves and develop their professional skills. The knockon effects of this are profound. From new food concepts, grab and go ranges and masterclasses to virtual cook-a-longs and food waste initiatives — all led by chefs that are empowered with the space to innovate and build on their craft. Increased job satisfaction brings with it increased retention, as well as improved productivity that transmits all the way to delighting the customer, which is our overall objective in creating a memorable hospitality experience.”
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