London 2012 Olympics
CASE STUDY
Hospitality Project Management
Client
- Paul Vesper, Managing Director at Smart Hospitality directed the team that were appointed the Official Hospitality Caterers for the International Olympic Committee (IOC) Marketing Partners, at the Olympic Park in East London.
The Challenge
- The Olympic Games is a unique world sporting event. Smart Hospitality were responsible for delivering five-star catering for 60,000 guests over 17 consecutive days. It was to become the UK’s largest uninterrupted hospitality service & facility, holding that record to this day.
- The level of detailed planning required to meet the strict security procedures and the operating criteria set by the London Organising Committee of the Olympic and Paralympic Games (LOCOG) was unprecedented.
- The profile and expectation of the Marketing Partners, the International Olympic Committee (IOC) and their guests was exceptional.
- The high standards agreed for menus and service needed to be consistent over the 17 days.
The Solution
- Paul Vesper appointed Devlin Consulting to manage direct client contact, critical milestones, and catering event delivery for the IOC suite (International Olympic Committee) and LOCOG’s tier 2 and 3 sponsors. The contract duration was 18 months.
- The IOC Suite hosted up to 250 invited guest a day, including Heads of State, Royal Families, and the Committee members of the Olympic Organising Committee and the National Organising Committee (NOC) from the nations attending.
- The East Albion Club was the hospitality facility for London Organising Committee of the Olympic and Paralympic Games (LOCOG) this offered a rolling buffet and small plates for up to 750 guests a day.
- We met regularly with stakeholders for both organisations scheduling the dining times that worked with all the different client’s hospitality programmes and ticket times for the events.
- Briefed operations teams to prepare for client menu tastings, which we hosted. This included equipment requirements, staffing levels, service times.
- Client requirements were collated and fed back into the catering teams for food ordering and scheduling staffing requirements which had significant variation given that the facilities were open 14 hours a day.
The Results
- Provided clients with single point of contact throughout the planning process which was carried through to the onsite delivery and gave confidence that their specific requirements were understood and were met and exceed expectation.
- Allowed the operational teams time to concentrate on there planning without being diverted into time consuming client meetings.
- Successfully delivered a first class hospitality experience, exceeding client expectations.
- The success of these ventures gained an award for Devlin Consulting’s Director Jayne Devlin from recognising the contribution Jayne made to the Smart Hospitality service.
- The experience led to Devlin Consulting being appointed to project manage tender submissions for future catering contracts.
The Testimonial
“Jayne’s vast experience in event catering working at a senior level was fundamental in ensuring a smooth and first-class delivery of the International Olympic Committee suite and East Albion Club, thanks again Jayne”
Paul Vesper Managing Director, Smart Group 2012
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What we do.
- Are you a Commercial Director seeking to improve your venues catering performance?
- Does your in-house catering team need direction and expertise to uplift standards, grow sales and improve profit?
- Or have your venue caterers lost their direction and require support?
- We work with destination venues and blue-chip organisations in the UK to deliver the very best customer experience and optimise financial returns.
- We are a truly independent catering consultancy, with both operational and strategic expertise, able to assist with short & long-term projects.
- With a proven track record of giving sound catering advice, driving revenues and improving efficiencies we can help your business thrive.
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Business
Development
We can help develop your business to its full potential by building on your current strengths and identifying how to improve areas of weakness. By looking at all areas of your catering offer – across strategy, tactics, product, and finances – we can align these to your overall business objectives. This results in identifying any quality issues, recommending efficiency improvements, analysing new markets and evaluating new opportunities. By doing so, we ensure you exceed your customer’s expectations.
Project
Management
Using our combined skills, we are able to initiate, plan, execute and manage new initiatives or changes for your business applying process that will delivery projects on time, within budget, scoping the innovations that will be delivered to the agreed standard.
Your project will be planned with key milestone dates identified. Regular project meetings held with agenda and minutes circulated to team members. Stakeholders’ briefings prepared and delivered throughout project duration.
Performance
Management
People are at the heart of hospitality. The passion, warmth, generosity and openness of owners, directors, managers, and their teams contributes hugely to the customer experience.
Harnessing these qualities ensuring they are used to achieve the business goals is essential for success. We bring our experience, ability, and proven track record to maximise performance management in your business.
The Team.
Jayne Devlin
Managing Director
Andy Cleary
Retail & Mobilisation
Laura Whitehouse
Development Chef
Mark Arnull
Procurement &
Systems Management
Mick Markham
