Betty Hanlon-Deever: Serving hospitality

Published in FSD Update

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

By Megan Warmouth, Associate Editor

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.”

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