Fall 2023 Campus Dining Today - 44

engagement:
A GEM of an Idea
employee
WHERE S ERVICE MEET S SATIS FACTION
Dining company creates
position focusing on
guest experience
Juliann Green
director of marketplace strategy,
Harvest Table Culinary Group
As Harvest Table Culinary Group, a collegiate foodservice
company, built their management team structure, they evaluated
how traditional and somewhat antiquated operations roles could
be inhibiting their ability to change the way they think and
operate with their unique brand of campus hospitality. One result
of this evaluation was the development of the guest experience
manager position, affectionately nicknamed " the GEM. "
While GEMs do some of the things that might be considered
traditional marketing, including growing revenue, their primary
focus is on the guest experience. GEMs align with what
is important to their campus partners, especially building
community, offering experiential learning, and enabling student
success.
" GEMs are really there to cultivate relationships and be mission
extenders of our guests that we serve-and that includes all of
our stakeholders, " said Kate Williams, director of guest experience
since Harvest Table's launch in 2016.
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CAMPUS DINING TODAY | EMPLOYEE ENGAGEMENT: WHERE SERVICE MEETS SATISFACTION

Fall 2023 Campus Dining Today

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