Back at the start of October, Janine Swales of BaxterStorey triumphed in the Academy of Food & Wine Services 2013 UK Restaurant Manager of the Year competition. H & C News visited Janine out at the Tottenham Hotspur Training Ground in Enfield, where she works as General Manager, to find out more about her background, and the challenges of delivering the diet and nutrition required by successful international footballers.
Credit where it’s due
The Spurs training facility is described as ‘world class’ and the immaculately manicured grounds and gleaming, spotless buildings with their teaching, training and dining facilities certainly bear this out. Great thought and attention to detail obviously went into all elements of the design and equipment, which makes it all the more essential that the team headed by Janine matches up to their environment.
The BaxterStorey team on site includes no fewer than four chefs – delivering up to 220 covers per day, as well as Reception staff. As can be imagined, diet is considered a vital element of the training and fitness regimes of both the first team and academy squads, so it’s not only the players who take a keen interest in what they are served.
Career Progression
Janine Swales in fact began her career working as a chef – she worked for two years at Le Caprice – before becoming successively Restaurant then Hospitality Manager at London’s City Hall in the Ken Livingstone era. She joined BaxterStorey in 2005, working at Treasury Solicitors in High Holborn before moving to Edexel as General Manager. Two years at Pearson’s in Harlow was followed by maternity leave, before she was lured back to BaxterStorey and the challenge and opportunity of the Spurs project, which was actually still in construction at the time.
Fine dining for sports
Janine’s passion and commitment to the highest standards in all aspects of her job is clearly communicated in discussion: it’s easy to see both why she proved a formidable and effective competitor in the Restaurant Manager competition – and why BaxterStorey were at pains to lure her back to work!
The Spurs players provide some interesting challenges: 22 different nationalities on site not only present different cultural backgrounds – with implications for food expectations and choices – but also communication challenges.
Indeed, a comparison with fine dining may well be relevant: different nationalities, service expectations, communications – and a range of extremely affluent ‘customers’ who appreciate being consulted about their likes and dislikes. Janine is actively out on the floor talking with and servicing those customers – customer interaction and satisfaction is clearly a part of the job which she enjoys and relishes.
As you’d expect, food products are organic and sourced locally as much as possible, and there’s even a plan to grow some products on site: greenhouse, fruit trees (there’s plenty of room!), even bee hives…These developments will certainly introduce some new management challenges.
Training and development
Janine’s team is busy: the facility is open seven days a week throughout the year except for a six weeks end of season break which affords valuable time for training and development of all staff.
One of the great benefits of working for BaxterStorey is the company’s commitment to structured, ongoing training and development, and the resources it invests. At the time of our meeting, Janine had recently completed a three day Level 3 Nutrition course – nutrition, diet, and knowledge of allergies are all increasingly and generally important, but of even more relevance in her present role.
During the six week break, members of the team may also have the opportunity to train at other BaxterStorey sites, gaining new experience and ideas to bring back and apply.
There is, of course, the BaxterStorey Chef Academy and its programmes – renowned across the industry – but perhaps less well known is the attention which Front of House also receives. ‘Service with Style’ is the company’s own, bespoke customer service training programme that every team member in BaxterStorey completes – H & C News will be taking a closer look very shortly.
The balancing act
Like every senior manager, the job requires balancing the demands of everyday operations – never to be under-estimated, especially when it involves the health and well-being of players costing millions and being paid millions – with planning ahead and both managing and developing the team.
The challenge of delivering high quality food and service at Tottenham Hotspur Training Ground is a real one: Janine and her team are passionate about not just meeting but exceeding expectations. At the same time, Janine is also passionate about helping and mentoring her team both to succeed in their present roles, and to develop successful futures.
H & C News will be watching with interest to see how Janine, her team and Spurs progress!