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FERRY FOODSERVICE B


retail and hospitality projects have been completed so far


18


increase in bar revenue


17%


customer satisfaction survey scores since the refurbishment


8 out of 10


“The ferry bar is one of the most successful restyled concepts – in the first year revenue increased by 17%”


satisfaction has improved further. Dirk Spoor says the project was successful “not just because of our new concepts, but also because we strive for continuous improvement. For example, we reduced the prices of some our products to make them more appealing to our customers.” The increase in revenue was a welcome outcome, especially at a time when the industry is showing a decrease in average customer spending.


overall image. Important adjustments included the stewards becoming pursers and hotel managers being put in charge of safety and hospitality. As the chief money- handlers on board, the pursers have a unique overview of the operations and are thus able to intervene when necessary. In addition to the restructuring and restyling of the company hospitality model, there were improvements on the food front, too. The quality of products was upgraded, with fresh ingredients such as salads and fruits, luxury coffee and quality pastries being introduced, and the outlets’ decor was refreshed and their logistics improved.


Since the transformation, passenger For more go to foodserviceconsultant.org


Reaping the rewards Over the past four years, Rederij Doeksen implemented a great number of improvements. Up until now, 18 retail and hospitality improvement projects have been completed. The ferry bar, called Café op Zee, or café on the sea, is one of the most successful restyled concepts – in the first year revenue increased by 17%. The main contributing factors behind this success are simple – improved accessibility and user-friendliness mean it is now easier to process orders during peak hours because the logistics of the operation are better, for example, the bar stools have been removed so it is easier for guests to get to the bar.


The reorganisation and the necessary improvements required great deal of effort and investment from Rederij Doeksen, and stirred up further change within the organisation. However, the company is confident it will continue to reap the benefits in the coming years. “Everything is in place, the biggest investments are behind us,” says Dirk Spoor. “We’re confident it will all be smooth sailing from here on.”


Tom Rietveld FCSI, is a hospitality guru who has spent more than 30 years in the industry. His


previous experience


as general manager at various four- and five-star hotels in Amsterdam, being part different management teams organising events, and directing theatres and the Holland Casino, led him to work for HTC Concepts. Tom enjoys sharing his experience with companies and organisations, as well as designing food and beverage concepts.


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