Lets face it. We should all eat better.  We know it and have a ready list of excuses as to why we don’t.  That’s why Still Waters SERVICE features our Healthy Heart station. It is based around a rather novel concept. Food that is good for you CAN taste good! Our chefs have spent several years developing a series of recipes that are low in fat yet high in flavor. Ever had low fat Baklava? Neither had we! But it is now one of the most popular features in the Healthy Heart station. Information on the fat, caloric, protein, carbohydrates and sodium levels are all available to the customer in this station. Never has eating well been so easy!

Poultry Dishes

Baked Tarragon Chicken * Blackened Chicken Breast * Chicken & Braised Vegetable * Chicken & Corn Salsa * Chicken & Zucchini Bake * Chicken Chasseur * Chicken Dijonnaise * Chicken Griglia * Chicken Lo Mein * Lemon Herb Chicken * Moroccan Lemon Chicken * Spinach & Mushroom Stuffed Chicken Breast * Steamed Chicken & Broccoli * Steamed Chicken with Spinach * Turkey & Broccoli Casserole * Turkey Divan

Pasta Dishes

Angel Hair Florentine * Pasta & Sun Dried Tomatoes * Pasta Primavera * Shrimp Primavera * Spaghetti & Mushrooms * Spaghetti Marinara * Seafood Primavera * Pasta Diablo

Seafood

Poached Cod in Mustard Sauce * Baked Cod Garden Style * Baked Hoki Alkmondine * Broiled Catfish * Cod & Mushroom Parsley Sauce * Cod Marinara * Crispy Baked Cod * Curried Bay Shrimp * Ginger & Sesame Pollack Steaks * Greek Baked Cod * Italian Grilled Pollack Steak * Jamaican Mandarin Catfish * Japanese Poached Salmon * Lemon Baked Cod * Lemon Baked Trout * Lemon Basil Pollack * Lemon Crushed Mahi Mahi * Lemon Herb Whitefish * Orange Rosemary Snapper * Poached Cod Veronique * Salmon & Cilantro Pepper Sauce * Shrimp Creole * Tomato Basil Poached Cod

Vegetarian Dishes

Eggplant & Salsa * Eggplant Casserole * Italian Vegetable Bake * Ratatouille * Roasted Vegetable Platter * Rotini & Summer Squash * Squash & Roasted Vegetables * Vegetable Stir-Fry * Vegetarian Stuffed Peppers * Zucchini & Mushrooms * Zucchini & Pasta Bake

Salads

Asian Noodle Vegetable * Beef Fajita * Broccoli Salad * Cajun Chicken * Caribbean Spinach * Chicken Fajita * Fresh Fruit Salad * Garden Pasta * Greek Chicken * Greek Salad * Mediterranean * Oriental Chicken * Seafood Salad * Spinach * Spinach Turkey * Strawberry Spinach * Tuna Chef * Vegetable Dip

Westcoast Grill

Grilled chicken breast, a fresh burger or grilled seasoned seafood are just a few of the special offerings available at the Westcoast Grill.  The Westcoast Grill is the center stage for sizzling quick cuisine, served with a flair and style by our master grill chef.  Each order is prepared with your specification at the time you ordered and not sitting under a warmer or in a steam table.  The possibilities for menu imagination are unlimited.

Grill Favorites

Gourmet Burgers on Fresh Baked Rolls

California Grilled Chicken Sandwich

Vegetarian Garden Burgers

Tuna Melt on Sourdough with Swiss Cheese

Grilled Ham & Cheese on Jewish Rye

Mediterranean Roasted Vegetable Wrap

Southern Fried Chicken Sandwich

Jumbo Grilled Polish Sausage

Chicken Tenders with Dipping Sauce

Double Decker Turkey Club

All American Patty Melt

Grilled Bacon, Tomato & Cheddar on Sourdough

Beef Champignon on a Baguette

Roman Burger on an Italian Roll

Classic Monte Cristo

Kentucky Hot Brown

Chicken Stir Fry Pita

Battered Onion Rings

The Dinner Plate

Traditional entrée selections are available at The Centre Plate.  These menu items include new features that are tailored to our customers’ needs and preferences.  They also provide a variety of popular items, exciting change of pace choices, and seasonal and local favorites.

Let the Feast Begin

Chicken & Mushroom Linguine * Macaroni & Cheese * Baked Tarragon Chicken * Blackened Chicken Breast * Chicken & Braised Vegetable * Chicken & Corn Salsa * Chicken & Zucchini Bake * Chicken Dijonnaise * Chicken Lo Mein * Moroccan Lemon Chicken * Spinach & Mushroom Stuffed Chicken * Turkey & Broccoli Casserole * Chicken & Spinach Lasagna * Chicken a La King * Chicken Cacciatori * Chicken Cordon Bleu * Chicken Florentine * Chicken Hunter Style * Chicken Marsala * Chicken Oregano * Chicken Parmesan * Chicken Piccata * Chicken Pot Pie *
Chicken Wellington * Chicken Wings * Curried Honey Orange Chicken *
Greek Chicken Souviaki * Mesquite Chicken Mostacolli * Ortega Chili Stuffed Chicken * Sausage Stuffed Chicken Breast *
Southern Chicken Stew *
Southern Fried Chicken * Teriyaki Chicken * Turkey Tettrazini * Poached Cod in Mustard Sauce * Baked Cod Garden Style * Baked Hoki Almondine * Broiled Catfish * Cod & Mushroom Parsley Sauce * Crispy Baked Cod * Curried Bay Shrimp * Ginger & Sesame Pollack Steaks * Greek Baked Cod * Jamaican Mandarin Catfish * Japanese Poached Salmon * Lemon Baked Trout * Lemon Crushed Mahi Mahi * Orange Rosemary Snapper * Poached Cod Veronique * Salmon & Cilantro Pepper Sauce * Shrimp Creole * Blackened Yellow Tail * Catfish with Lime Cilantro Sauce * Fish & Chips * Shrimp & Mushroom Risotta * Stuffed Filet of Sole * Eggplant & Salsa * Pasta Diablo * Ratatouille * Vegetarian Stuffed Peppers * Broccoli & Bleu Cheese Quiche * Fresh Herb Omelet * Greek Frittata * Potato Pirogues * Vegetable Tempura * BBQ Pork Ribs * Breaded Pork Chops * Grilled Ham Steaks * Pork Chops & Apricot Sauce * Pork Lo Mein * Sweet-n-Sour Pork * Tenderloin Scaloppini * Bayou BBQ Tri-Tip 8 Beef Goulash & Beef Kabobs * Beef Stew * Beef Stroganoff * Beef Tips al A Deutch * Broccoli Beef * Chicken Fried Steak * Chop Steak Au Poive * Corned Beef & Cabbage * Irish Stew * Italian Meatloaf * Kielbasa & Sauerkraut * Pepper Steak * Salisbury Steak * Shepard’s Pie * Swiss Steak Jardinière * Texas Red Stew

Dining Center Pricing

Still Waters SERVICE has developed a price and portion guide in conjunction with Xyz . The pricing goal was to provide our customers with the highest quality food at a price that will be a high-perceived value.

The prices submitted are our recommendations for your food service program.  In addition Still Waters Food Service will guarantee these prices for a minimum of one year.  We will never raise a price without first obtaining approval from Xyz.  All prices are non inclusive of California State tax.

SMALL EXAMPLE

PRICE LIST
XYZ
Menu Selection	Price		Menu Selection	Price
BREAKFAST			GRILL
Bagel			Garden Burger
Bagel with cream cheese			Hamburger
Toast			Cheeseburger
Pancake-1 w/syrup			Bacon Cheeseburger
English Muffin			Turkey Burger
Raisin Bread-1 slice			Gourmet Hamburgers
French Toast-1 slice			Philly Steak Sandwich
Breakfast Sandwich w/Meat			Grilled Chicken Sandwich
Breakfast croissant Sandwich w/Meat			Patty Melt
Egg			Tuna Melt
Bacon or Sausage			Hot Dog quarter pound
Hash Browns			Fish Sandwich
Biscuit			Grilled Panini Sandwich
Biscuit w/Gravy			Focaccia Sandwich
Cold or Hot Cereal			French Fries
Omelets with choice of Filling			Pizza Slice
Breakfast Burrito with Meat
Breakfast Burrito			SOUP & SALAD
Breakfast Quessadilla			Salad Bar by the ounce
			Pre-Made Entrée Salads
			Salads Tossed to Order
DELI			Caesar Salad
Ham, Turkey or Roast Beef Sandwich			Caesar Salad with Chicken
Carved Sandwich			Whole Fresh Fruit
Club sandwich			Fresh Fruit Salad
Bacon, Lettuce & Tomato Sandwich+			Soup 8 ounces
Tuna, Egg or Chicken Salad Sandwich			Soup 12 ounces
Croissant extra			Chili 8 ounces
Cheese			Chili 12 ounces
Avocado
Sprouts
Pre-Made Sandwich Platter

Menu Selection	Price		Menu Selection	Price
ENTRÉE			BEVERAGES
Full meal Entrée			Coffee 12 ounce
Wok Display Cooking			Coffee 16 ounce
Pasta Display Cooking			Starbucks Coffee 12 ounce
Fajita Fiesta			Flavored Coffee 16 ounce
Sizzling Salads			Fountain Soda 12 ounce
			Fountain Soda 16 ounce
			Fountain Soda 24 ounce
			Fountain Soda 32 ounce
DESSERT			Tea
Muffins			Hot Chocolate
Donuts			Milk
Glazed Twists			Bottled Juices
Danish			Bottled Water
Coffee Cake			Snapple
Cake
Brownie
Scone
Pie
Turnover
Cinnamon Roll
Cookie
Pudding and Jello
Cheese Cake
Specialty Cake
Yogurt
Apple Fritters
Haagen Daz
Ice Cream Novelty

Promotions & Merchandising

Marketing Plan
Still Waters SERVICE marketing approach is based on developing food programs that are customer driven to meet the specific food service requirements of Xyz . Our goal in developing a marketing plan maximize participation and customer satisfaction at Xyz .

Promotions

Still Waters SERVICE believes that monthly promotions are a must in a corporate dining environment. As people become more familiar with an operation, you run the risk of being taken for granted. Monthly promotions are key in maintaining customer excitement and satisfaction in the dining center.

Our current promotions have been customized around items of particular interest to Xyz in conjunction with the calendar the managers get at the beginning of the year.  The main purpose of a promotion is to generate traffic and excitement regarding the dining center. Often times we will partner with groups like the National Beef Council, National Olive Council, etc. who will provide Point of Sale material and prizes. The goal is excitement, and Still Waters Food Service delivers!

One of our most successful programs has been “Chef for a Day”. We invite our customers to submit their favorite recipes to the dining center manager. Whether it is Mom’s Enchiladas, Grandmothers Hungarian Goulash or Auntie’s Lumpia, the winning entry will be prepared in the dining center and sold on the designated day. The winner is invited to come down, don a Chef’s hat and serve the winning entry to their co-workers. It is a great way for employees to get involved in the dining center and also insures that they provide us with constant feedback and menu ideas.

Promotions and marketing opens the door to higher customer participation and satisfaction.  We are committed to meet the changing needs of Xyz .  Our promotions are carefully marketed and merchandised in an appealing and exciting manner.

Each month Still Waters Food Service will have a featured promotion to keep the excitement alive in your dining room.  Whether it’s our Beach Party Barbecue, special pricing for our After Tax Special, Movie Giveaway drawing, Free Lunch, Baby Picture Contest, Carnival Days or any one of our other great features, we guarantee our customers fun.

Along with our feature events each month, we will celebrate that month’s holiday with a special menu and atmosphere to coincide with that holiday.  So whether it’s a Christmas Prize Giveaway, a Thanksgiving special dinner, Father’s Day golf extravaganza, Mother’s Day celebration or Secretary’s Day luncheon be ready for great food and fun.

The real success of each concept is determined by the support material of each program, beginning with training and cooking procedures to presentation and motivation of our food service team, all necessary elements to ensure predictable and successful results.

Still Waters approach to a sound financial program is not how much we can cut costs, but how much we can increase sales.  If a restaurant decides to stop advertising and focus on how much food and labor can be cut to make a profit, how long will they be in business?  We are no different from that restaurant.  If we don’t constantly advertise, promote and maintain the highest quality of service and food, we will be out of business.

We will feature a bundled special for extra value to our customers.  These bundled specials are offered at one or more of our food station areas.  Some of our specials would be mirrored from restaurant specials that are being advertised on television to enhance customer perception. 

Let’s face it: Even if you do have the best products and the best service and incredible variety, you still need to attract customers and keep ‘em coming back.  To promote participation and assure satisfaction, we’ve designed a series of special menus, holiday and theme promotions specifically for your enjoyment.  The support materials for each program, beginning with training and cooking procedures to presentation and marketing all necessary elements to ensure customer satisfaction, determine the success of each concept.  All of these promotions will be scheduled at a time most convenient for you, so that everyone can participate in the fun.

Still Waters realizes that Xyz  is growing and will constantly be bringing in new employees.  This is our opportunity to gain new customers.

Remember your first day on a new job?  We do.  Trying to become oriented to your new surrounding, company policies and just finding out where everything is can be challenging.  At Still Waters, we realize one of the top priorities is proper employee orientation. We want to partner with you on this important first day.  Our Food Service Director will be happy to make a brief presentation to Xyz ’s new employees about the food service.

Still Waters will take the opportunity to introduce your new employees, our new customers, to the food service.   We will supply Human Resource, with literature to insert in new employee packages such as: Current Weekly Menu, Our Daily Menu and Station descriptions.  In addition, a special gift certificate, worth 50% off a meal, will be provided.  We know once our new customers are in the door, our quality of food and service will keep the coming back.

With Still Waters, merchandising and promotions isn’t a “sometime thing.”  It’s an on-going thing.

To promote the cafeteria and stimulate business, Still Waters encourages diners to use their Frequent Diner Club Card.  As their cards are punched, diners earn a free meal after only twelve visits to their food service.  Not bad!
Still Waters goes to great lengths to broadcast our Specials and our Food Promotions.  We will advertise in the cafeteria, e-mail, and work with Xyz  to come up with the best methods available to get the word out.  The recommendations that you see have one primary objective…to ensure customer satisfaction and participation by offering the highest level of quality products and service.

Our promotions, advertising and merchandising are extensive, but our best advertising is our customers’ glowing words of praise and satisfaction.

Merchandising

“We eat with our eyes”

This old saying merits a lot of support.  Some experts go so far as to say,
“Presentation is everything!”

At Still Waters, we strongly believe that food taste is primary, but food presentation ranks a close second.  Indeed, why shouldn’t food look good on the steam table? 

Our merchandising manager, who ensures that our marketing program and quality standards are in place and consistent throughout, will be an active member of the Still Waters Service team. They will be in the operation at start up and continually to insure we are achieving our standards. 

At Still Waters we know that taste and presentation are not mutually exclusive!  We focus on the garnishment that surrounds the steam table and that adorns the serving trays.  Food quality is also merchandising.  When food is prepared and handled properly it looks good. 

Company Overview

Raising The Bar

"Raising The Bar" is Still Waters commitment to quality that assures we do not become stagnate when it comes to improving our service to our customers. Our systems are a guideline on what needs to be done and how to do it, with enough flexibility to constantly be able to improve them. We strive to go above and beyond what are customers expect from us. So each day we raise the bar a little higher to become better people to provide a better service.

Food Programs

Still Waters Service has one central theme that flows through all of our food programs, freshness. We are dedicated to the premise that everything we serve will be as fresh as possible. Starting with the first meal of the day, everything will be prepared to order whenever possible. Those items that cannot be prepared fresh we will “batch cook”, meaning that we prepare small quantities several times a day to insure that our guests receive the freshest possible product.

An artistic blend of innovation, merchandising and graphic presentations has been blended to create a Retail Style approach we know your employees will enjoy. Our success has been through constant vigilance focused on leading ourcustomers to new culinary heights and through this dynamic concept, to passionately shape each dining center regardless of size with exciting images and a strong food presence.

Focus on the Customer

Rather than a broad approach with the hope of success, we have developed a targeted approach to ensure success. Our strategy is to get the direction and input of both users and non-users of the Xyz Dining Center. We believe that by putting up-front focus on the customer and the foods they eat, the food service facility will more accurately reflect the specific needs of the Xyz employees. In return, participation in the food service program should reflect a higher level of acceptance. In developing a partnership, Still Waters SERVICE will seek input from you in establishing the best food service program possible for your facility. Building a partnership insures communication of goals and continuity of understanding.

Focus Groups

One way to focus on the customer is to conduct customer focus groups to reconfirm our marketing strategy. Upon awarding the food service contract, we would recommend conducting a focus group from different groups or departments within Xyz who would be representative of our customer base. While we are confident that our customers are happy with our food and services, additional information can only help us achieve our goal of total customer satisfaction.

Look at the Competition
Analyzing the competition plays a key factor in understanding the allure to “go out” for lunch, or choose an outside caterer for their special event. Many food service companies elect to ignore or deny that there is any impact on their business from these outside firms. Still Waters strategy is exactly the opposite. If we can learn as much as possible about our competition, the more competitive and successful we will be in maximizing the participation at the facilities.

The purpose of this type of analysis is to get the following information:

• Location and accessibility
• Type and variety of services offered
• Pricing evaluations
• Strength and weakness evaluation analysis
• Quality and portion of food products

This information helps educate our team and is a key source of information in assisting us in the direction to take with your food service.

Dare to Compare
After analyzing our competition outside your establishment, we go about proving to our customers that Still Waters Food Service Dining is the best value in town.  We will choose a select number of restaurants and design a pricing comparison from the items on our menu to similar items on theirs to demonstrate that the best value is your dining center.  Still Waters Food Service will set out a table comparing the actual items to similar items served in your Dining Service to compare quality. After demonstrating that we do not only offer a better value, but also offer a higher quality our customers decision where to eat is made simple.

Measurements
It has been said, “If you can’t measure it, you can’t manage it.” We feel this is especially true of such an emotional issue as food.  For this reason we conduct an employee survey twice a year to establish the level of satisfaction in your location in addition to our statistical tracking of sales, customer count, check average, etc. Still Waters SERVICE brings an attitude of  “continuous improvement” to the dining center. We would partner with Xyz in gathering the data and together evaluating and reacting to the responses. Distribution and retrieval of the forms can be the most challenging aspect of the survey. They can be done electronically or on paper. It is very important that they not be distributed through the dining center! We need to get the feedback of those people who are not using the facility as well as that of those who do.

Comment Cards

We also utilize a customer comment card that can be returned to the manager if the customer has the time, or placed in the conveniently located comment card box located in the dining area. The form has a place for the employees name and phone number if they would like a response. The completed surveys are kept on site and reviewed by management during visits.

Secret Shopper

One of the most tried and true systems for determining the overall level of service in a facility is the “Secret Shopper”. We will periodically send someone unknown to the staff to go through the dining center and record their experience. We have a detailed list of areas to be reviewed, the first being “How long until you were acknowledged by a Still Waters SERVICE associate?” This is where good customer service starts, so we start to measure there. The form is then returned to senior management for review with the onsite manager and their staff. This direct feedback helps the staff to know what they are doing right, and what needs improvement.

Total quality management (TQM) isn’t a new concept, but it’s getting a lot of attention these days.  Many of today’s most successful companies have been applying TQM for years—and Still Waters is among them.

Still Waters operation philosophy is based upon achieving customer satisfaction through:

• Establishing and maintaining strict standards of performance in food preparation and service.
• Utilizing the highest quality products.
• Obtaining customer feedback for continuous quality improvement through our “Raising the Bar” program.
• Providing individualized personal attention.
• Strict enforcement of our safety and sanitation programs.
• Implementation of ideas developed through food service committee meetings.

Purchasing Standards
Still Waters has a strong and responsive purchasing structure that utilizes name brand products to satisfy the unique requirements of you, our customer and valued client. Quality is of utmost importance and we believe our products represent the highest quality and are of value to our customers.

Preparation Standards

Following our purchasing program, Still Waters Food Service has a high-quality, pre-tested, recipe file, which is used to maintain consistent and excellent products.  (Although our recipe cards are specific, we have the flexibility to change recipes to meet the tastes of our customers at each location.)

Food production records are kept on a daily,

per shift basis.  Five day, advance production forecasting is adhered to for proper purchasing and menu planning.

As part of the production records, accurate numbers are kept on customer counts, meals served, date, weekday, weather, and prepared -vs.- over prepared foods.  These records are beneficial for accuracy in future food preparation.

Before the actual food production begins, the Manager will brief all employees on their individual responsibilities.  The employees then prepare food in accordance to our special recipes.

Presentation and Serving Standards

Proper panning and garnish procedures are included in our standard recipe file.  Each service area will be properly setup and presented for attractiveness and accessibility.
Before serving, the manager will inspect each area and brief all of his employees on proper serving procedures.  The manager will also sample food and check temperatures before service begins.

The manager will be visible during service times, continually monitoring customer satisfaction while checking food temperatures, proper service practices and portions.

The following are other important areas in our Quality Assurance Program:

• Menu boards properly prepared
• Accurate portion scales
• Sanitation procedures
• Utensil inventory (measuring cups, spoons, etc.)
• Posted cleaning schedules
• Posted work schedules
• Office procedures
• Unannounced, on-site evaluations

 

Food standard evaluation and Quality Assurance is a very detailed, important aspect in Still Waters food service program. 

To make sure quality is maintained, an Account Visitation Report is filled out by both the Manager and the Food Operations Director. This report covers every aspect of the operation and is a reminder of everything that must be maintained to obtain our high quality standards. Still Waters Food Service uses this report in reviewing the progress of our managers.

We would like Xyz to be involved in the Account Visitation Report process. This involvement will give you the opportunity to see, first hand, the extent to which we go to assure nothing but top quality food and service for you, and obtain your comments on other items you would like us to address. Our clients have access to all of our reports, which will be sent and reviewed upon request.

We assure you our quality is superior and that we take every possible step to maintain it.

Still Waters has enjoyed tremendous growth due to our unique operating methods and continuous awareness of our clients and customers as individuals with individual needs. Our philosophy does not permit us to take any customer for granted.

Still Waters would like Xyz to appoint a food committee which would meet monthly with our management team.  In the meeting we would review:

• Comments on promotions held that month
• Suggestions for future promotions
•  Review customer comments from our “Raiding the Bar” program
• Suggestions on how we can improve our service
• Follow-up on the previous month’s suggestions

Part of Still Waters training, both employee and management, involves listening.  We all listen to the customers every day, then share that information at the “How Did We Do” meeting right after service.  At this meeting employees share the thoughts of our

customers and their thoughts on how to make our food service the best. 

Don’t be surprised to see your manager in the dining room pouring coffee and asking how your meal was. 

Customer input is the same principle we use in training our people.  We don’t just tell our people to do a job, we help them by giving them guidance, suggestions on how to do the job better, encouragement, and explain exactly what is expected of them.  We find this is the best way to help a person to be successful and make a business successful. 

Still Waters goal is to constantly improve all of the services that we provide.  Part of our “Raising the Bar” program includes a focus on quality with a constant search to find a better way to deliver a better product. 

We will routinely review all aspects of our service and advise you of our performance.  We will set goals for improvements and keep you abreast of our progress and attempts to become the best we can be.

Still Waters Food Service

“raising the bar” Commitment

• We will never be completely satisfied with the job we do today, but will continually strive for better performance each day
• We will listen to our customers to understand their needs and desire and to do our best to develop a plan to meet those needs
• We will address each customer concern courteously and have a satisfactory resolution to that concern in a timely manner
• We will maintain a clean and safe environment for both our customers and employees
• We will look at everything we do through the eyes of a customer, assuring that our service and food are the same high quality we would demand as a customer
• We will make every customer feel welcome as they enter the dining center, for our customers are the reason we are in business
• We will make the Dining Center a place where our customers enjoy coming to by offering a variety of delicious food, promotions, décor and a great value
• We will guarantee satisfaction by offering a full refund or replacement for any product our customers are not completely satisfied with including catered events
• We will constantly train our staff on new procedures as they are developed along with continuous training on existing procedures, especially on safety and sanitation
• We will respond to any question or concern within 48 hours of request to our customer’s satisfaction

Our Business is People

In any service business, listening to customers is important. At Still Waters, we have both formal and informal ways to elicit valuable customer feedback.

Still Waters relies on Customer Surveys for input. Invariably, listening to customers helps us to improve service, to expand menu items, and to show customers that we listen and care. What a valuable tool. Not surprisingly, Still Waters recommends Customer Surveys annually for all accounts and recommends one before the opening of a new cafeteria to assist us in preparing the proper menus, promotions and to make sure we cater to our new customers.

Any successful food service operation is a result of the skills and attitudes of our management and staff. We put a great deal of effort in our recruiting and training.  A key to retaining staff is making sure that they understand that it is them that make a difference in our dining center.  Still Waters Dining feels we have an obligation to provide our people with a safe and pleasant working environment.  There is no reason why the time our people spend at work shouldn’t be one of the best times of their day.  It’s a time they spend with their fellow workers, who become friends as well as associates, a time they are treated with respect from our management as well as our customers, an opportunity to be praised for what they have accomplished, a time they are surrounded by people who know their name, and an opportunity to become successful in what they do.  There are few things more rewarding than the feeling of success and at Still Waters we do whatever we can to give our people the necessary tools and support to obtain that feeling.  Work should not only be something we have to do, but something we desire and enjoy doing.

 

Ever get a fabulous meal delivered by a server with a horrendous attitude? Neither have we! The best food in the world, if served with disdain or an indifferent attitude, will never be better than O.K. That’s why our focus is service. We recruit people that love the business! Find and nurture employees who genuinely care about your dining experience and you can’t help but succeed. We seek out exceptional people and work with them to develop their skills even further. Our goal is to develop them so they are ready to move upward to new challenges within the organization. They work with our chefs and managers so they can provide the best possible service in their current position, and will be ready to move up when the opportunity presents itself.

Through these highly skilled and seasoned professionals we are committed to elevating your food service program to superior levels. We guarantee it.

General Manager

A responsive dining service must be sensitive to the client’s objectives and the needs of the employees. This requires continuity, coordination and a strong management direction.  A great deal of Still Waters effort goes into finding, training and developing our managers and then matching their talents with the right location.

The on-site managers are the most important people in our company.  They make everything we have to offer work in the unique environment of our customers.  Each food operation we manage is different and management success of each account rest on the shoulders of the dedication and hard work of the on-site manager

Your Dining Center Manager in conjunction with the Food Operations Director will constantly monitor important areas. These areas include levels of customer satisfaction, overall appearance of the dining service, food presentation, observation of Still Waters SERVICE sanitation standards, employee training and all internal controls such as purchasing, production, quality and accounting.
On the following pages, we will illustrate how this management structure and organization will work for you.

The most important people at Still Waters SERVICE are the managers and their team, who provide services to our customers each day. In our organization, they are the true heroes, whose day-to-day enthusiasm and diligence make or break us. Taking care of them and our customers are our top priorities.

With Still Waters local ownership and management you can be assured of:

• Caring, local management readily available
• Management team committed to realizing your service and financial objectives
• Operating team of food service professionals who are successfully operating other food service locations like your own.

On-Site Manager
Duties and Responsibilities
The on-site manager is experienced and is responsible for the functioning of each operation on an economically sound basis and is given the authority necessary to accomplish these objectives.

The On-Site Manager is given the authority necessary to conduct an efficient, sanitary and well-run operation.  They are further responsible for the administration of a predetermined plan of operation in accordance with Still Waters SERVICE and Xyz policies and the delivery of the highest professional standards.

The following is a list of the duties and responsibilities of the On-Site Manager:

• To satisfy the needs of the customer by providing high quality, cost effective foodservice
• To maintain good public relations with the client, the foodservice customer and the community
• To supervise, direct and schedule the activities of unit foodservice personnel
• To maintain a sanitary and safe operation in accordance with federal, state, county and Still Waters company policies
• To purchase all food and non-food supplies in accordance with Still Waters procedures and specifications
• To maintain accurate and timely accounting and financial records
• To prepare and monitor site-operating budgets
• To implement Still Waters employee training and development programs
• To tailor programs that meet the requirements of the account
• To participate in the interviewing and hiring of unit employees according to Still Waters standards and policies and all Federal, State and County guidelines
• To establish communication channels with customers and site management which provide feedback on unit operations, leading to the implementation of operational improvements that better satisfy customer needs
• To implement and maintain Still Waters quality foodservice programs
• Perform unit evaluations and sanitation checklists monthly
• To safeguard all cash and assets
• Responsible to communicate Still Waters catering capabilities, menu offerings, prices and services as well as coordinate all catering services.

Uniform Standards

Still Waters Service believes that a professional appearance conveys a professional attitude. To this purpose we have a standard uniform for all of our food service locations. There is a uniform for production and sanitation staff, another for chefs and a third for managers.  All Still Waters employees wear a company issued photo I.D. so that they may be readily identified as representatives of the dining center.

The daily uniform standards for associates are:

• Wear a clean uniform daily; your appearance reflects the image of Still Waters Food Service
• Never substitute personal apparel for the approved uniform
• Hats must be worn by all food handlers, chefs and cashiers
• Replace uniforms that are permanently soiled, stained or the incorrect size
• Shirts and blouses must be tucked into pants. All buttons except the top one are to be buttoned.
• Slip resistant shoes are required at all times. These may be purchased through the company or you may purchase them on your own and provide the manager documentation that the soles are slip resistant. All shoes must be closed toe, dark, polished and in good repair
• Still Waters SERVICE issued name tag must be worn at all times you are on the clients property

It’s simple:

Quality Service Comes from Quality Employees

Today many food service contractors are finding it difficult to staff their cafeterias with people who can deliver quality service.

Not at Still Waters!
Pardon our boasting, but at Still Waters we go to great lengths to screen applicants in our efforts to hire and keep the best. We go beyond the “normal” hiring process in the food service industry. We sincerely believe that in the long run, qualified workers add to (rather than detract from) profitability. We believe that success starts with effective hiring practices—specifically, it begins with the interview process.

At Still Waters our people must:

• Advance successfully through each stage of our Three-Level Multiple-Interview Process.
• Complete satisfactory reference checks (both personal and professional).
• Attend an employee orientation, which:
• Amplifies on job descriptions
•  Addresses company history
•  Details corporate policies
•  Provides safety training
•  Lists corporate standards

4. Successfully complete a pre-employment drug test.

Our Business is People

Our employees are part of our family and we are as protective of them as any family would be. Associate safety is as important to us as any part of the business. Our promise to our associates is that we will provide them a safe work environment. Our commitment from them is that they will make sure that the dining center is a safe place for all of our guests.  It is the responsibility of employees to prevent injury to themselves and to others.  An employee’s willingness to work in a safe manner is a condition of their employment.

It is the responsibility of each supervisor to protect the safety of employees working under their area of authority.  It is the responsibility of all levels of supervision to support our safety policy and to actively participate in it.

To help insure that each person is looking out for the well being of his or her fellow worker Still Waters has developed our Safety Lottery.  Whereas if there are no accidents within the month we spin the Safety Wheel to see who will win this month’s cash prizes.

All of our managers are ServeSafe© certified to make sure that we are at the forefront of the industry in making sure that your dining experience is both pleasant and safe. All of our associates are certified by the County to insure that they are not only in compliance with the law, but cognizant of how they are responsible for the safety of all our guests.

Food borne illnesses can be serious. We have developed our purchasing specifications based on the guidelines put out by the Food and Drug Administration, U.S. Department of Agriculture and the National Restaurant Association as well as other technical and quality control organizations to insure that we provide the best and safest product possible to our customers. The following is a detail of the purchasing standards in all Still Waters Service locations.

Meat

All meat and meat products shall have been slaughtered, processed and manufactured in plants operated under the United States Department of Agriculture (USDA) inspection programs. These products shall bear the appropriate seal. Meats must be free of objectionable odors and other signs of deterioration. No preservatives, tenderizers or coloring agents may be added to any fresh meat products.

1. Beef Products will be USDA Choice or Prime
2. Pork products will be USDA #1 as defined in SRA Number 171, US Standards for Grades of Pork Carcasses
3. Veal will be USDA Select or Choice
4. Lamb will be USDA Prime or Choice
5. Provision and Variety Meats will be Grade #1 from USDA inspected plants
6. Sausage Products will be Grade #1 from Federal, State or City inspected production facilities
7. Poultry is USDA “A” for all graded fresh or frozen poultry and poultry products
8. Butter Is USDA Grade “A” score of 92 required for this grade
9. Milk and milk products are USDA grade “A”
10. Eggs- Fresh USDA or State Graded “A”
11. Cheese- USDA Grade “A” for all types of graded cheese
12. Fish and Seafood- Top grade of fish and seafood products will be used exclusively. Frozen fish must be nationally distributed brands packed under the continuous inspection of the US Department of the Interior. When purchased locally it will only be from a reputable supplier who has passed all local inspections and carries appropriate liability insurance
13. Canned Fruits will be USDA Grade Fancy
14. Canned Vegetables will be USDA grade Fancy
15. Fresh fruits will be purchased from a reputable supplier and USDA #1 will be utilized
16. Frozen Fruits and Vegetables will be USDA Grade “A”

Quality Control Program

Our hands on management utilize a six-stage program to insure that the correct quantities of food are produced in a safe and sanitary fashion. This process is on going and insures our customers of the safety and variety of choices available to them in the dining center.  The steps that we follow are:

Step 1 Ordering of Product

Through the use of the cycle menu and detailed production records, we are able to accurately forecast the number and type of meals that will be made. The key is that having these done in advance allows our on-site Manager to order products in a timely manner. This is very important in two respects. Having the product in house ahead of time allows the manager to respond to any last minute changes required by Xyz and guarantees that the product will be handled properly, minimizing the chance of any contamination.

Step 2 Receiving of Product

Product received is compared to the purchase order printed when the order is placed. This insures that the proper quantities and types are being delivered. All delivered product is visually inspected to insure that it is free of damage or contamination. All temperature sensitive products are checked at this time to insure that they did not reach the temperature danger zone during the shipping process. Any product that does not comply with our strict quality standards will be rejected and removed from the invoice at that time. Deliveries will not be allowed during the lunch service period as all personnel are to be focused solely on our customers at that time.

Step 3 Storage

Where applicable, products are dated and labeled prior to being placed in storage. Our use of a national distributor insures that most products come through the door with a label indicating the product, date of shipment and manufacturer control number. All product is immediately stored according to the “First In, First Out” method.  This means that product is rotated upon receipt. Temperature sensitive products are stored first to insure that they do not reach the temperature danger zone.

Step 4 Issuing of Products for Production

The manager is responsible for the proper issuing of product to the production personnel. All employees are trained in the FIFO (First In First Out) method of product rotation and the manager insures that this occurs daily. The manager also insures that the proper amount is utilized to achieve that days production needs.

Step 5 Production

Menu items are produced in accordance with our recipes that are distributed to the employees by the on-site manager on a daily basis. Some recipes that are produced on a daily basis (i.e. tuna fish) will be laminated and placed in the associate’s station. The on site manager insures that the actual production matches the quantities as detailed on the production record. A pre-production meeting is held at the beginning of the shift to insure that any changes required to the day’s production are communicated at that time.

Step 6 Storage
After service, the manager will personally review all products that have not been utilized. They will use their training to verify that the products have been held for service correctly and evaluate as to whether that product should be stored for use or disposed of properly. The operative phrase here is: “When in doubt, throw it out”. If product is deemed safe to be used, it will be labeled, dated and stored as quickly as possible.

Having programs to assure sanitation and sterilization is one matter; making certain that these programs are followed as a continuing standard practice, is another.  Still Waters Food Service has not only established specific health, sanitation and safety programs, but has also developed a scheduling and reporting system that guarantees that these programs are adhered to and maintained for the life of the food service contract.

This program was developed by our corporate Food Service Team, while working in conjunction with our food service supervision.  It is composed of a series of checklists that must be filled out and reviewed by various levels of key hourly and management at specific intervals.

In addition, all employees are given specific instructions regarding health, sanitation and safety requirements and procedures.  These instructions are in writing and are reviewed with each employee on a regular basis, including their review process.  These policies and programs include monthly safety meetings, films, manuals, signs, incentive programs and continuous on the spot training.