Betty Hanlon-Deever: Serving hospitality

Betty has enhanced the foodservice department at Pfizer La Jolla by supporting and recognizing her employee team, resulting in low turnover.

At a Glance

  • 940 employeesat Pfizer
  • $850,000 annual sales volume
  • 260 meals served per day (excluding catering)
  • 9 foodservice employees

Accomplishments

Betty Hanlon-Deever has enhanced the foodservice department at Pfizer La Jolla by:

  • Maintaining a high standard of customer service that has defined the program and keeps guests on campus
  • Implementing client-requested health initiatives, including locally sourced produce, farmers’ markets and a juicing station
  • Supporting and recognizing her employee team, resulting in low turnover

Employee relations

With virtually zero employee turnover of her nine-person staff during her tenure, Hanlon-Deever is a proven successful manager. “I believe that the reason I don’t have turnover is because I treat my crew as family. I know all about them. I’m tough on them but fair. I listen to them as much as I communicate,” she says.

In addition to supporting her employees, Hanlon-Deever has implemented reward, promotion, team-building and employee recognition programs. For example, for one week in April, the staff will play the Egg Game, where a plastic golden egg containing at least a $50 prize is hidden among a basket of plastic eggs containing T-shirts, candy or movie tickets. Each day before service, the employee who correctly answers a work-related question selects an egg. “They look forward to this week of answering questions and winning prizes,” Hanlon-Deever explains.

“She’s really kind of more of a mother figure to these folks,” Hasham says. “She’s really protective of her staff. She takes care of them, of course, [but] she demands the best out of them. The staff is very happy as well. They will go above and beyond. She puts them on a growth development plan and provides them with opportunities, whether it’s here or at another account. She looks out for her people. That’s not easy to do as a manager. It really comes from within.”

More From FoodService Director

Ideas and Innovation
salad

We’re currently piloting a Salad Bar Happy Hour 
in Cafe 16. Due to Health Department regulations, any self-serve salad bar items must be disposed of after service. The salad bar goes “on sale” for 25 cents an ounce post-lunchtime to help reduce waste as well as offer value to customers.

Menu Development
sauces

Adding an entirely new cuisine to the menu can feel daunting. But what if you could dabble in international flavors simply by introducing a few new condiments? For inspiration, FSD talked to operators who are offering a range of condiments plucked from global regional cuisines.

“Most ethnic cuisines have some sort of sauce or condiment relishes that go with their dishes,” says Roy Sullivan, executive chef with Nutrition & Food Services at UCSF Medical Center in San Francisco. Condiments offered to diners at UCSF Medical include chimichurri (Argentina), curry (India), tzatziki (...

Ideas and Innovation
turnip juice brine

Give leftover brine new life by adding it to vegetables. In an interview with Food52, Stuart Brioza, chef and owner of State Bird Provisions in San Francisco, says that he adds a splash of leftover brine while sauteeing mushrooms to increase their flavor profile. “We like to ferment turnips at the restaurant, and it’s a great way to use that brine—though dill pickle brine would work just as well,” he says.

Menu Development
side dishes

Operators looking to increase sales of side dishes may want to focus on freshness and value. Here’s what attributes consumers say are important when picking sides.

Fresh - 73% Offered at a fair price - 72% Satisfies a craving - 64% Premium ingredients - 56% Natural ingredients - 49% Signature side - 47% Something familiar - 46% Housemade/made from scratch - 44% Something new/unique - 42% Large portion size - 42% Healthfulness - 40% Family-size - 40%

Source: Technomic’s 2017 Starters, Small Plates and Sides Consumer Trend Report , powered by Ignite

FSD Resources