Patti Malloy: Banking on It

The traits that make Pattie Malloy a successful operator are the very ones that make it difficult to find out from her just what it is that she does so well, since she never blows her own horn.

Malloy is general manager for Parkhurst Dining Services at PNC Bank's headquarters in Pittsburgh. She's a communications specialist by education, "people person" by nature and a lover of food, all rolled into one. And if helping to win new accounts while generating interest in the cafe where she's based and in three other PNC sites she helps oversee, and keeping guests in all locations coming back for more, are all part of the game, then she's the consummate team player.

She joined the contractor five years ago following a 21-year stint with Select Restaurants (formerly Stouffer's), where she began her foodservice career during her freshman year of college. "I studied communications management but I always had a passion for food and guest services," Malloy says.

Initially, she served as Parkhurst's director of dining services at Robert Morris University in Pittsburgh before her move to the PNC Firstside account three years ago. Then, last August, Parkhurst was awarded PNC headquarters plus its loan center, and Malloy became general manager of the headquarters account.

PNC Firstside, PNC Loan Center and PNC Cafe 36, all similar cafeteria operations, are within walking distance of headquarters and have separate directors who report to Malloy. Her team includes chef Dave DeCollo, who has been with Parkhurst for about 10 years, and Bryan Marince, vice president of the western region.

"I help with marketing, budgeting and general oversight to ensure we're exceeding our guests' expectations," she explains. "I have daily phone conversations with the directors and occasionally stop by, sometimes unannounced, to make sure they're maintaining our standards."

Building a team: When Malloy arrived at the PNC Firstside account in 2003, she had no choice but to take a hard line, not her usual tactic, and make drastic yet necessary changes. Finding a well-entrenched staff that was "basically there for a paycheck," she let most everyone go, and then began to build a staff from scratch, hiring individuals who had a customer focus.

"That really turned the operation around, or so I heard," Malloy recalls. "At a management meeting later on, I was told that (turnaround) was instrumental in (Parkhurst's) being awarded these other PNC locations. I'm still on a first-name basis with hundreds of guests and I bent over backwards giving them what they wanted. I'm always out there with my guests."

By the end of this month, Malloy will begin to make quarterly progress comparisons as the first full year at the headquarters location is completed. At this point, she and her staff of 17, counting the chef and herself, serve an average of 600 to 750 daily lunchtime guests; the check average is about $2.20 for breakfast and $4.55 at lunch. Total sales for the year at the headquarters cafe are just over $1.4 million, with catering contributing about 25% of the total.

Diffusing P&L angst: Fortunately, Malloy inherited a "wonderful staff" at the headquarters account and reports very low turnover. The major challenge was to win over the minds and hearts of guests who were used to paying lower, subsidized prices.

"One of the ways we did that was by marketing our FarmSource program," she points out. "Depending upon the time of year, we menu a lot of vegetables and fruits that are locally grown, as well as hormone-free milk, locally made cheese and honey from local bees. The honey is used as a menu ingredient and jars of it are available for purchase."

In keeping with the FarmSource theme and her own personal passion for gardening and cooking, Malloy and Chef Dave recently marketed a Fresh Herb Week. Pots of locally grown basil, thyme, oregano and sage were displayed along with typed descriptions of the uses of each. These herbs were then featured in recipes throughout the week with appropriate signage indicating their inclusion.

More From FoodService Director

Industry News & Opinion

Six Philadelphia hospitals were honored by the city’s department of public health for healthy food initiatives introduced as part of the local Good Food, Healthy Hospitals program, bizjournals.com reports .

The hospitals each debuted healthy measures to their dining services, such as lowering the cost of water bottles and seltzers, and offering dishes that incorporate local produce. One hospital was also honored for operating its own organic farm.

The facilities that were honored were:

Einstein Medical Center Philadelphia Cancer Treatment Centers of America’s Eastern...
Sponsored Content
chili flakes and peppers spicy hot

From Catallia.

When planning your menus, take note: college and university students think spicy is hot.

Fifty-seven percent of consumers age 18-34 find spicy flavors, “extremely appealing,” according to Technomic. And almost 50% of college students surveyed said they would like their schools to offer more ethnic foods and beverages, states a recent Technomic College & University Consumer Trend Report. Translation: they like their food kicked up a notch!

More Options than Ever

“Students of today are all about flavor,” says Steve Mangan, director of dining for...

Industry News & Opinion

Sodexo is partnering with celebrity chef Robert Irvine in an attempt to provide military communities with healthier meals.

The 10-year partnership will allow Sodexo to access chef Irvine’s knowledge of nutrition and fitness in its aim to benefit the quality of life for military members, the vendor said in a news release.

Sodexo hopes that Irvine’s popularity as the host of Food Network’s "Restaurant: Impossible" will draw attention to its commitment to nutrition, health and well being. Irvine also has a military history himself—before embarking on his culinary career, he...

Industry News & Opinion

The cafeteria at the Smithsonian's new National Museum for African American History and Culture is intended to be an extension of the museum, showcasing stations that offer cuisines from different geographic locations such as the Creole coast and agricultural South, Time reports .

The eatery, Sweet Home Cafe, was set up to highlight the wide range of African-American cuisine, Executive Chef Jerome Grant told Time. When it officially opens later this month, it will serve dishes such as shrimp and grits, pan-roasted oysters and a fried catfish po’boy.

Celebrity chef Carla...

FSD Resources