Food for thought

FOOD SERVICES

There are a range of eateries on offer on the campus, including a main refectory space – called The Social which is open for the three main meals a day, from breakfast through to lunch and dinner. This represents more of a traditional environment with lots of seating and three distinct hot counters. There is a variety of menus available each day, with grab and go options, including soups, baked potatoes, salad bar and pre-packaged sandwiches, which, since the contract began are all now made on site.

Alongside this is an ancillary unit called The Deli, where customers can purchase food to take to their desks or the scenic outside seating areas. The university also boasts a flagship venue, one half operating as a premium high street quality coffee shop, offering freshly made pastries and cakes, and the other as a full service a la carte restaurant that operates during the lunch hours Monday to Friday.

According to Houston, the initial mobilisation took place during the quieter Christmas period which included transferring around 42 team members over to the new contractors.

He says: “That December period was about engaging the team. We all set relatively realistic expectations from day one of service and at what we could change quickly that really needed to be changed from a customer/student experience, from the branding of the areas to how food was presented, and the kind of experience we wanted people to have.”

Of particular importance to Brooke was the ability to compete with the local food service providers in nearby Baker Street on price points as well as on quality and variety, and he was pleased to see a focus on high quality ingredients. “There is, in my opinion, nowhere providing good quality bought-in sandwiches that are any better than a petrol station sandwich. Changing to making them fresh on site has made a huge difference and we’ve seen that in the increased sales.”

All the menus are developed and cooked on site by the head chef supported by the team and the general manager. Alongside introducing homemade sandwiches and a selection of delicious cakes, the new team improved the quality of the coffee. It was decided to switch solely to an independent brand with a good social story and without exception, sales have gone up, margins have increased and it has resulted in very positive feedback.

The contract also supports Regent’s Events, run by Houston and Hawkes’ dedicated hospitality manager and a team of chefs, sommeliers and mixologists. Foodservices range from delivering lunches, teas and coffee breaks for conferences to providing barbecues, street food, sit down dinners, fork buffets, canapes and drinks receptions for corporate summer parties, outdoor weddings and private dinners in larger spaces including the York Lawns, Tuke Hall auditorium and Herringham Hall.

STAFF AND SUPPLY CHAIN

Finding and retaining front of house staff, supervisors, restaurant managers, chefs and baristas in central London is a challenge, and according to Houston, with most good employers paying the Living wage, staff wellbeing isn’t just about pay but providing a good environment with space for development within the senior team.

But whatever the role, an important aspect for Houston and his partner Dave Hawkes is creating a collegiate culture. “The fact they see me and the senior team visiting the site, popping into the kitchens and talking to the staff has always been a fundamental part of how we want people to feel supported.”

In 2025, Houston & Hawkes was named one of The Caterer’s Best Places to Work in Hospitality for a third consecutive time. According to Houston, “This was a genuine reflection of a people-first culture and the energy, care and passion our teams bring to the table every day.”

Another key aspect of the contract is in promoting sustainability. Food production innovations include using till data to measure the types of products which get the most traction and assessing demand by forging a close relationship with the facilities and security team to discover how many people are in the building.

Sustainability is also a key component when managing the supply chain, an area which has been nurtured by David Steel, Houston & Hawkes’ Director of Food. B Corp certification requires the company to purchase at least 50 per cent from independent suppliers within 50 miles of London. It currently exceeds 90 per cent.

“We deal directly with our fishmongers, our butchers and our bakers, which is unusual in this sector,” says Houston. “We want that sort of entrepreneurial feel. We want the chef to be able to pick up the phone and have conversations with suppliers and come up with good deals and what to offer.

“All this goes back to having a general manager and a head chef, working in partnership with the client and with the freedom to flex.”

FUTURE

Explains Houston, one of the advantages of operating a seven-year contract is there is space to develop ideas, and with year one intended to “raise the bar” there are now opportunities to “wow customers” and grow the partnership over the course of the contract. He also believes there are some exciting new opportunities with technology, using tech to monitor how students interact with the food and drink services, how they pay, how they communicate, and how they manage their dietary requirements and their wellbeing objectives.

He says: “I think that is very much focused on the next, you know, five to 10 years. It’s not a one-year objective so we’ve got months to consider our tech options as we want to get that right for the long term.”

For Brooke continuing to maintain the quality and foster an entrepreneurial approach to delivering catering is the most crucial aspect and he’s pleased with how it has resulted in offering food spaces that feel independent and not part of a corporate entity.

He concludes: “One of the real opportunities is for further engagement with the students, but also with the staff. Food and drink for me is emotive and should be an experience rather than a function. It’s why I don’t call it catering, I always call it food and drink.”