Southport Sharks Club
Gold Coast, Australia
Future Food were engaged by Southport Sharks AFL Club to undertake a comprehensive review of their Food & Beverage operation.
The review included background information, communication and research with the client that led to the establishment of a Scope of Work with four clearly defined stages.
Our most recent service with the Club consisted of a two-stage process aimed at improving the front-of-house service offer. Initially Future Food provided an anonymous customer service audit, to understand the shortcomings in the service offer with specific regard to front of house service teams. Future Food then used this information to build a Service Excellence Workshop delivered to the service teams, that provided effective solutions and service strategies to maximise the customer experience.
Customised Food & Hospitality Services
Membership survey & feedback evaluation. Future Food undertook analysis of & made Key Recommendations around the existing experience audits for the club. The stage focused on Questionnaire Development, Scale Development, Data Analysis & Key Recommendations.
Operational Reviews. A comprehensive evaluation of all Food & Beverage outlets both Front & Back of House Food & Beverage & Service Standards. This enabled us to provide the club with both macro & micro understanding of the Food & Beverage Quality A & Operational Standards.
Controlling the Controllables – In-Depth Analysis & Review of the controllable costs within the club – providing the management team with Key Recommendations for a more profitable Food & Beverage Operation.
Food & Beverage Strategy – provision of a Food & Beverage Strategy taking into account the Local Area Demographic & Competitive Landscape. To ensure that the club remains a relevant competitor in the Trade Area with Key Points of difference as well as suggested pathways to increase market share over the long term.
Customer Service Audit (Anonymous) of 4 Food & Beverage outlets
Service Excellence Workshop with Service Team Staff members