we should have thought of that! program enhancements & issues to consider before your next...
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WE SHOULD HAVE THOUGHT OF THAT!PROGRAM ENHANCEMENTS & ISSUES TO CONSIDER BEFORE YOUR NEXT RENOVATION
PKC & GEORGIA SOUTHERN UNIVERSITY
Jeff YawnDirector of Eagle Dining ServicesGeorgia Southern University
H. David Porter, FCSI, AuthorPresident & CEOPorter Khouw Consulting, Inc.
Your Hosts
Campus Snapshot Significant enrollment growth Estimated total enrollment for Fall 2013: 20,205
Residential students: Commuter students:
4,000 beds GSU may add 1,000 new beds on South campus
New 5,000 commuter students by 2016.
Project Background
PKC assisted GSU with creating the building blocks that would inform this project.
Key components: Renovate Landrum Dining Hall &
Lakeside Cafe
Project Building Blocks
Keys to successful renovation projects! Set goals & objectives:
Goal: To develop a meaningful campus dining program to support the social fabric of campus.
Key objectives: Grow voluntary meal plan participation Provide contemporary, state-of-the-art dining venues
that would attract existing & potential customers. Provide more customer-friendly meal plans
& customer preference-based campus dining options.
Project Building Blocks
Complete a campus-wide master planning study. Determine:
Current customer habits & preferences (off-campus restaurants & delivery)
Hours of operation Menu variety & selection
Completing this step will create the building blocks you need to build a strong customer-based, innovative dining program. Goal: To avoid “Gee, I wish we had
thought about that before we started this renovation!”
Areas to Consider When Thinking Ahead
How & in what venues will customers be able to use meal plan money?
How do current staffing schedules need to be modified to meet customer demand & extended hours of operation?
What menu offerings are going to be available in each venue? What kind of equipment layout/utilities will be needed?
What changes to the campus landscape (new building, new arteries through campus) could impact the success of the dining program?
Are our current facilities undersized & how large do they need to be to accommodate any changes in enrollment?
What impact will these proposed changes have on your department’s bottom line?
Creating a campus-wide dining services master plan will
help answer these questions!
Determine Who You Are
• What makes your campus unique?
• Demographics
• Geography
• Culture
• Traditions
• Preferences
• Growth plans/enrollment
• Political environment
• Financial realities
GOAL: To expand & enhance the student dining experience.
Determine Who You Are
Ask these questions: What is your retention rate? What is your missed meal
factor? Is meal plan participation up or
down? Are the meal plans a good
value or not? Can students use their meal plans when they want to?
Is there a lack of social connectivity on campus?
Does the program attract or subtract from student life on campus?
Market Research Interview students & stakeholders.
Directors of admissions, housing, res life and advancement (retention)
Residential & commuter students Faculty & staff Catering customers & conference planners Campus administrators
Determine customers’ perceptions regarding: Hours of operation Monday-Friday& Saturday and
Sunday Menu variety Meal plans Methods of service Locations Ambiance Speed of service Customer service
OUT
Market Research
Survey the campus community including students, faculty & staff. Where are customers eating off campus/calling for delivery? What time of day/night? How do they pay for purchases? What they do now is a better indication of what they will do.
Use market research determine where the program is lacking & where opportunities lie.
OUT
Market Research
Evaluate your facilities. Do they meet today’s standards or are they in a time
warp? Are they competitive with your cross applicant schools? How much deferred maintenance exists?
Optimum Dining Program
Develop the optimum dining program for YOUR campus. Elements should include:
Concepts Brands Hours (Monday-Friday & weekends) Menu variety Meal plans Methods of service Methods of payment Locations Ambiance Speed of service Customer service
Optimum Dining Program
Financial consequences How will meal plan participation
change, especially with growing enrollment?
How much more labor will you need or how can the current labor be better utilized? Can you reduce labor?
If you open new locations, how many operating days will they be open and what will the average check be?
How will your operating expenses change?
How much can you anticipate growing your bottom line in a five-year period?
Optimum Dining Program
Identify necessary facility changes. Facilities should be designed to
functionally support the optimum dining program.
Do the current spaces need to enlarged or redesigned to ensure easy customer throughput & the ability to provide top-notch service?
How many customers does each facility need to support at the peak meal period? Will this change in the future?
How much will it cost to make changes?
For this project, PKC created demand analysis to determine square footage requirements & capital cost investments (including planned enrollment).
Issues & Opportunities @ GSU
Issue: Meals-per-week plans were not popular, students were buying down to lower-priced plans & dissatisfied with meal equivalences. Opportunity: Create more flexible meal plans that
eliminate leftover meals & eliminate the need for equivalencies.
Issue: Limited hours of operation Opportunity: Extend hours of operation in dining venues
with most variety to create value-added dining program.
Issue: Limited menu variety & selections Opportunity: Expand food/beverage selection by adding
more offerings & display cooking so customers can customize their meals to order.
Issue: Dated, uninviting facilities & lack of meaningful social gathering space. Landrum had a split personality: half food court/half all-you-care-to-eat. Opportunity: Renovate Landrum into a state-of-the-art
facility anytime dining venue.
A New Vision for Dining at GSU
Unlimited access featuring unlimited seconds & made-to-order food.
New venue name: Landrum Dining Commons
Hours: Monday - Thursday: 7:00am-
11:00pm Friday - Saturday: 7:00am-
9:00pm Sunday: 8:30am-11:00pm
Anytime Dining in Landrum Dining Commons
More cooked to order & display cooking (eatertainment) Menu variety expanded to respond to
customers’ requests for different types of food offerings
Stations will include: Mongolian grill An Espresso/Smoothie Bar Made-to-order crepe station International station with different
choices from all around the world each day
Brick-over pizza by the slice and made-to-order pasta
Special dietary needs (Vegan, Vegetarian, Gluten-Free, etc.) station
Anytime Dining in Landrum Dining Commons
Extreme makeover! State-of-the-art servery
with interactive stations Inviting seating area with
a variety of options (booths, banquettes, high-tops, etc.)
Contemporary & inviting colors, lighting, merchandising
GSU colors & memorabilia
Anytime Dining in Landrum Dining Commons
Currently a retail café but will offer anytime dining following the renovation.
Extended hours of operation: Monday - Thursday: 7:00am-11:00pm Friday: 7:00am-9:00pm
New food stations at Lakeside will include: Pizza/Pasta Home-style foods Southwestern cantina Hibachi Grill Deli & tossed-to-order salads Soup/salad bar
Lakeside Café
Amenities
Digital menu boards Flat-panel TVs Soft seating High-top tables,
counter seating along the windows, banquettes, community tables.
Free wi-fi Fireplace with soft
seating Power outlets Upbeat music
Methods of Payment
Meal plan money/unlimited access
Dining Dollars Cash Credit/debit cards Consider biometric
hand readers
Unlimited Access Anytime Dining Meal Plans
What Is Social ArchitectureTM?
Compelling Benefits of Social ArchitectureTM
The DNA of a Successful Anytime Dining Program
Value Proposition
Promotes less food waste/consumption
Provides ultimate in flexibility
Appeals to parents/easy transition from home
No leftover meals Higher gross
profitability Lower food cost (21-
28%) Voluntary meal plan
participation increases
Promotes food waste Unnecessary spending Less gross profitability Meals must generally
be consumed during certain time periods.
Leftover meals/dining dollars causes dissatisfaction
Does not appeal to parents
Access Driven: Anytime Dining
Consumption Driven: Meals Per Week/Semester
Moving Forward
Using the master plan as a guide, GSU hired PKC (+two architects) to complete the facility renovations.
Project goal: “To create new, aesthetically-pleasing & attractive complexes to attract not only the 5,100 on-campus students but to also increase voluntary participation among commuters.”
Project Details
Landrum Dining Center: Constructed in 1996, 385 seats Demolished & reconstructed, tripled in size, located near
the heart of the freshmen residential community. 75,000 sq. ft., 1,100 seats
Lakeside Café: Constructed in 1991, 350 seats Central campus location New facility: 27,000 sq. ft., 515 seats
Project details: Projects completed concurrently Estimated completion date: July 2013 Construction Manager at Risk Project budget: $21 million
PKC Design Process Programming & Schematic Design Design Development
To-scale CAD floor plans with equipment specs
Utility loads Equipment cut sheets
Contract Documents Capital budget estimate Electrical & mechanical spot
connection drawings Elevation drawings
Construction Administration Services Bid analysis Shop drawings review Punch lists
Phasing Strategy Site & equipment survey As-built drawings (obtain and/or create) Phase-by-phase electrical & mechanical
spot connection drawings for both facilities.
Coordinate with project architects in the development of: Architectural demolition drawings Temporary power & lighting layout Construction partition & other
documents critical to the success of the phasing strategies.
Coordinated with Owner to tag or identify existing equipment that will be reused or salvaged.
Identified timeline for the purchase & fabrication of new equipment.
Transition
During construction, GSU created a temporary dining venue called The Nest.
Accommodated combined customer counts (5,000 daily) at the two closed facilities during the 2012-2013 school year.
All-you-care-to-eat service Seven food stations Cost for facility: $
Challenges
Trying to “sell” our FY13 freshmen on our temporary dining facility – The Nest. Taking both dining halls off-line at the same time was not received well. However, we did a great job with our temporary facility providing adequate dining during construction.
Challenges with communication/coordination between project team members – we need to all be on the same page! Most of this discontinuity was due to the state processes we had to follow.
The lack of understanding of our new “all access” program and dining halls. As aggressive as we have been with marketing, students and faculty need to “experience” the program to understand it.
Construction Progress - Landrum
Construction Progress - Lakeside
