Foodservice forum: Beverages

How do you ensure that you offer the very best beverages?

Mikey Simpson-Pratt
Catering operations manager, Amadeus at the NEC
It’s all about giving our staff the tools to deliver a high-quality, consistent coffee every time. We see 2.1m people pass through our doors each year, each with different requirements, so naturally this can be quite a challenge!

This is why we devised a barista academy around two years ago. It gives our staff the knowledge they need to exceed expectations for visitors, being trained in service techniques, customer service and how to ensure that consistency in product. As part of the programme, our staff are also trained, audited and assessed on-site. We’re continually reviewing our practices, not resting on our laurels as coffee trends move so quickly.

It’s particularly interesting having Starbucks on-site at the NEC. Operating three of its units across our business keeps us on trend, analysing their techniques to see how it can benefit our offering.

In recent times we opened the SK Coffee and Bakehouse, an artisan barista coffee shop that serves cakes that are freshly baked by Amadeus’s in-house chefs. We have two outlets based on the NEC’s atrium plaza, as well as roving mobile units designed for in-hall catering. This premium beverage offering gives visitors an out-of-hall experience, where they can take the time to enjoy a delicious coffee.

To ensure that we deliver, we make sure each staff member understands the journey that the coffee bean has been on. It takes so much work, from seed to cup, yet we have around 30 seconds to do that process justice when we’re making our beverages. It’s vital for us that each coffee is created singularly, to spec, for the benefit of the customer.

While quality is always number one, because of our industry we must factor in volume too. In the short term we are going to be investing in new machinery, whether that’s a barista-based or a more automated approach. Technology has taken us to a point where we are able to produce high-quality coffee on a large scale.

Ultimately, it comes down investing time and money in staff training and the right equipment. Customers have higher expectations than ever for their coffee – and we have to make sure we keep up with demand. The customers who visit our wide range of events are so fluid in their tastes, so we know having this dedicated offering with trained staff will ensure that every requirement is met to a high standard.

Miguel Camara
Head of coffee and tea, BM Caterers
Tea and coffee are the most loved beverages around the world, but how do we ensure what we’re serving is a quality product? Let’s first establish that quality can be based on perception. I can say that I have a product of great quality, but it’s whether my audience enjoys what I have produced and is willing to recommend it to others that matters. Quality perception can be broken down into four aspects:

Quality of the raw product. Buying a good quality product is the first step. But with so many options out there, how do you know what to choose? Getting closer to the producer is always a good place to start. 

They can offer great insight on what quality looks and tastes like. Selecting products that have solid certifications, for their sustainability for example, is also a solid base, as that at least does some of the legwork for you from a sourcing perspective.

Best practice. Understanding how to prepare your beverages for your market is key as this really impacts how your business is perceived. This can be achieved in two ways: by understanding your local demographic, and then defining your operating standards to achieve that balance between doing right by your product and giving your customers what they want.

Look and feel. We as customers buy first with our eyes, so it is important that whatever we are buying looks appealing. Being served by someone with a great personality also helps, as we know that positivity and a smile are infectious, and having happy people working for you giving the best service will make customers happy, too.

Authenticity. When it is so easy to access information, but at the same time there’s so much disinformation, how can we stand out in a crowd and communicate our values? Having a great social media presence is currently the best way to engage with a wider audience.

Managing all of the above may sound difficult, but with the right team behind you living your values, it will feel easy and seamless. Creating a self-assessment system and exciting hierarchy could just do the trick. The team will feel engaged by having targets to achieve and places to progress into.

Morag Freathy
Managing director, business and industry, Eurest
Our bespoke Coffee by Eurest has been developed to help your people pause, reflect and connect. We believe quality coffee is an integral part of the workplace. It's an opportunity to meet new colleagues and interact with those you wouldn't normally connect with.

Employee wellbeing and mental health is at the forefront of our activity. Like everything we do, our coffee is designed to fuel productivity, spark creativity, build connections and boost energy. We see coffee as so much more than refreshment – it’s the lifeblood of the workplace.

Sourcing quality coffee is an art. The Eurest team, clients and their people continuously conduct rigorous taste tests to perfect our range. This encompasses high-quality daily coffees suitable for large volumes, to premium blends using the finest beans.

In line with Eurest’s environmental standards, we have a variety of sustainable blends to suit every palate. Our Fairtrade-accredited Sicilia coffee is made with arabica-robusta beans grown in South America, Vietnam and Tanzania. Enticing hints of dark chocolate combine with a smoky finish, making for a dark and intense taste. Sicilia is ideal for espresso coffee or as a great base for cappuccinos and lattes.

Eurest’s Santa Marta coffee is blended with arabica beans and adheres to the Rainforest Alliance programme for international and social standards. These beans have a nutty and caramelly flavour, with hints of red fruit acidity. Santa Marta is a good choice for those looking for a unique, bold flavour for their pick-me-up. It is made in harmony with wildlife, promoting healthy ecosystems and ensuring soil and water quality.

Ueshima is our new range of precision-roasted Japanese coffee. Inspired by the 'fire mountain' south of Tokyo, the Fuji Mountain blend is bold and indulgent. It features a rich blend of cocoa, roasted nuts and brown sugar.  Or there’s the Ueshima house blend, with delightful notes of granola, caramel and dark chocolate. These distinct blends are 100% Rainforest Alliance certified.

We have created this range in partnership with Mental Health UK to highlight the importance of taking breaks to boost wellbeing. We donate 5p from every cup of coffee we sell to help the charity. This assists with funds for vital work such as mental health resilience training.

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