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Food Service

FSM Talks Self Service Kiosks

APPETIZE: Self Service Kiosks Boost Sales

Posted by Tim Newcomb | May 9, 2019 | ConcessionsGeneralPulse 


The self-service concessions kiosk is no longer an optional solution in sports venues, said Mike Plutino, founder and CEO of consultancy Food Service Matters. Appetize, a point-of-sale, inventory and analytics platform, agrees, releasing new data from three U.S. sites that shows self-service kiosks create a significant increase in average order size compared with traditional counter interactions.


Take Me Out to The Ball Game

‘Buy Me Some Peanuts and Cracker Jack’

Tim Newcomb

Apr 18, 2019

Expansion of MLB FoodFest a testament to baseball’s ties to food

After the success of Major League Baseball’s inaugural FoodFest event in New York City in 2018, the league has not only brought back the event but also expanded it to Los Angeles and London for 2019. The event, which makes its first appearance in LA later this month, brings unique concession items from all 30 MLB stadiums under one roof and testifies to the prominence of concessions at the heart of the baseball stadium experience.

“Baseball games appear to be about the experience throughout the ballpark as much as it is about seeing the two teams play,” said Andrew Spencer, vice president of customer engagement and revenue at Delaware North.

Compared with in-game transactions at NFL, NHL and Major League Soccer venues, where purchases primarily happen during breaks in the action, MLB transactions take place evenly throughout the game.

“We have tracked transaction dollars and unit sales by time and see that baseball per caps rise about an hour before the first pitch and tend to be very stable throughout the game versus other leagues, when the game play will interrupt sales in a very dramatic fashion,” Spencer said. “Our findings indicate that the importance of food and food choice is more important to baseball fans than other sports fan.”

While Aramark spokesperson David Freireich said that food isn’t necessarily more valuable to the baseball experience, it is more integrated. “Perhaps more than any other sport, the food experience in baseball has become an essential part of shaping the overall gameday experience as well as a defining ballpark characteristic,” he said.

Various factors help contribute to this: the warmer months encouraging movement around the stadium, the length of the game and style of play with 18 half-inning changeovers, and the length of an 81-game home season attracting fans to the stadium multiple times. Especially for season-ticket holders, having a “wide variety of great food becomes very important,” Spencer said. Baseball also tends to attract more families.

“All of these factors create an environment that encourages socializing and is conducive to moving around,” Freireich said. “It’s important to remember that fans are foodies too, so we design our menus to appeal to a wide variety of tastes and flavors. Menus need to be fresh, innovative, on-trend and taste good.”

Mike Plutino, founder and CEO of the Food Service Matters consultancy, said the culture of baseball and food are more closely aligned than in other sports. He credits the history — the “buy me some peanuts and Cracker Jack” line from “Take Me Out to the Ball Game” comes as part of the tradition — of connecting fans to food and also teams creating a preseason “food story” every season. “It sets the stage for a season’s worth of taste-testing and it is a win-win for the fans, the teams and the team’s food and beverage sponsors,” he said.


Taylor Brown Joins Food Service Matters


Atlanta, Georgia– April 1, 2019–   Food Service Matters (FSM), a leading food service advisor and advocate for the ownership groups of some of the biggest names in sports, is bolstering its leadership team and client services with the addition of Taylor Brown.

As an innovative disruptor in the hospitality industry, FSM’s growing roster adds an additional layer to its infrastructure with Brown, whose financial acumen combined with Food Service Matters’ operational expertise, will continue to showcase the group as an industry Power Player as named by Sports Business Journal, as a best in class resource and business leader.

Brown is a licensed CPA and holds a Master’s Degree in Accountancy from the University of Georgia’s Terry College of Business. His background includes four years as a CPA performing large scale company audits and consulting projects for industry heavy hitter Deloitte in their Atlanta office before relocating to Austin, TX with Holtzman Partners. He most recently served a year in the role of Sales Director with MindStart in Austin. 

Mike Plutino, Food Service Matters’ Founder and CEO announced, “We’re excited to introduce Taylor as an addition to the FSM team.” He went on to add “With five years under our belt we’ve come to recognize the importance that financial performance plays into our clients’ needs.  Driving and tracking our growth plans is an important component of our business and it became evident that evolving our team with a seasoned financial expert was a priority.  With his diverse and accomplished background Taylor will bring a wealth of knowledge and a proven track record of successfully driving revenue that will pair with our operational excellence to support our client’s goals in increasing food and beverage revenue and guest satisfaction.”

While Food Service Matters is headquartered in Atlanta, GA, Brown, who’s official start date is April 1st,will office out of Austin, TX. 

About Food Service Matters

Food Service Matters (FSM) is a solutions-based food, beverage, and hospitality consulting group specializing in sports and entertainment food service. FSM is focused on providing facility and team ownership with an objective, independent evaluation of their food and beverage operation. FSM clients include Rose Bowl Stadium, Golden State Warriors, Memphis Grizzlies, Atlanta Hawks, Miami Dolphins, Tennessee Titans, and Speedway Motorsports, Inc. 

For more information on Food Service Matters please visit


FSM Responds to ESPN’s Report on Food Safety


Food Service Matters, Industry Leading Sports & Entertainment Hospitality Consultant Firm, Responds to ESPN’s Outside the Lines Story on Sports Food Safety

Atlanta, Georgia – January 9, 2019 – The recent release of ESPN’s Outside the Lines food-safety inspection report on the nation’s 111 North American pro-sports venues has stirred up the food service industry and raised red flags, putting a roster of teams, leagues and food service providers on the offensive regarding the health and safety of the food being served in their respective venues.

Food Service Matters (FSM), advisors and advocates for the ownership groups of some of the biggest names in sports responded to the December 13th report in which more than 16,000 food-safety inspections from 2016 and 2017 were collected and reviewed from the health departments that monitor the referenced sports facilities.

Mike Plutino, Food Service Matters’ Founder and CEO agrees that food safety and sanitation is of the utmost importance when serving millions of fans across the country, however takes issue with the research metrics and reporting stating, “Food safety is paramount to keeping fans safe throughout our industry. ESPN’s broad brush portrayal of an industry in crisis was incomplete at best and negligent at its worst”.  He went on to add, “While we believe every venue actively focuses on food safety, ESPN failed to provide the necessary context and a level playing field to present an accurate picture of each venue’s food safety performance.”

While the ESPN article speaks to the approach of their rankings, the findings are misleading and inaccurate for a variety of reasons that include inconsistency in health department codes from city to city and state to state. Health codes and violations, and how they are documented, differ throughout the country, making it virtually impossible to use as a comparable performance benchmark. Another variable skewing the article’s reporting is the inconsistency in health inspections which holds little to no guidelines around the timing of inspections (whether a building is open or closed, an event day or non-event, or if the venue is even in season or off season).

Jim Dalton, Food Service Matters Chief Operations Officer states, “I have seen instances where a health department might send one inspector to a building and another will send a team of two to three for an inspection, it is a completely inconsistent process and varies from department to city to state”.

Dalton also notes many of the larger food service providers have independent companies evaluating the food safety and sanitation of the venues they are operating so they have an independent and consistent review of the properties they operate.

Plutino adds, “With the importance that hospitality plays in the overall fan experience, food safety and sanitation should be something that each league incorporates into their operating plan going forward to ensure they’re holding venues to their individual leagues’ code of conduct and brand promise as it relates to the fan experience.”

About Food Service Matters

Food Service Matters (FSM) is a solutions-based food, beverage, and hospitality consulting group specializing in sports and entertainment food service. FSM is focused on providing facility and team ownership groups with an objective, independent evaluation of their food and beverage operation. FSM clients include Rose Bowl Stadium, Golden State Warriors, Memphis Grizzlies, Atlanta Hawks, Miami Dolphins, Tennessee Titans, and Speedway Motorsports, Inc. 

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For more information, contact:

Patti Green  312.550.7341


FSM Offers Up Solutions to Iconic Venues Hosting Major Events

Why Lines Got Long At Winter Classic

Concessionaire Levy says it confronted ‘unique challenges’ at outdoor NHL game

by Tim Newcomb and Don Muret

January 3, 2019

at Notre Dame Stadium on January 1, 2019 in South Bend, Indiana.

It was all good in the stands for the New Year’s Day game at Notre Dame Stadium, but things didn’t go as smoothly on the concourses, according to fans on Twitter. (Getty Images)

Notre Dame Stadium in South Bend, Ind., welcomed more than 76,000 for the Bridgestone NHL Winter Classic outdoor regular-season game Jan. 1, but fans took to social media to call out the venue for long food and beverage lines and stands that ran out of food and beer.

Comments on Twitter told stories of fans missing the entire second period waiting in line, and fans complained about the venue running out of beer early and stands running out of food in the first of the two intermissions. “Forty people deep for a pretzel?” one commenter on Twitter wrote. “They don’t have trouble serving food here for football games.”

Levy, the stadium’s food and beverage provider for all events, had said before the game it planned plenty of hot chocolate and comfort-food items to keep the crowd warm and was already versed in selling beer inside the stadium at concerts, even though it doesn’t sell beer there for Notre Dame football games. It responded after the game that hosting a Winter Classic for the first time at the stadium “presented some unique challenges and attracted a different range of fans.”

Levy said some confusion may have come from converting stands that normally sell food to selling only beer, making it appear those stands were out of food.

Also, per NHL regulations, no beer was sold after the second period. “Stands were restocked as beer was sold,” a Levy spokesperson said. “Some concession stands did run out of an item or two, but none were without food options.”

Levy and Notre Dame Stadium may have also run into a different issue: The timing of food and beverage sales for a hockey game differ greatly from those at a football game. When as many as 80,000 fans fill the stands to watch the Fighting Irish play football, those three-plus-hour games come with multiple breaks in the action, two quarter breaks and a halftime. The meandering nature of a football game leads to plenty of opportunity to hit concession stands. Hockey fans generally stay seated for the action and hit the concourses during one of the game’s two intermissions.

“There are unique challenges when iconic venues host high-profile one-off events as the fan behavior and spending patterns can differ greatly from their existing fan base where they often have detailed data and analysis based on a venue’s historical performance,” said Mike Plutino, founder and CEO of consultancy Food Service Matters.

Plutino says that the ability to “flex” an operation to accommodate capacity and increased consumption is the key to hosting unique events. “We would recommend ensuring that more locations can serve a dual purpose — both food and beverage — as well as adding or enhancing any existing vending programs to significantly increase the current point-of-sale rations while also ensuring that fixed and portable menus are limited in their offering and engineered for speed of service,” he said.



FSM Leads Rose Bowl to Dynamic New F&B Partnership


Best Beverage Catering (BBC) and Levy Partnership to Bring Industry-Leading Hospitality to Rose Bowl Stadium, Brookside Golf Course & Clubhouse, and Arroyo Seco

PASADENA, Calif. (July 9, 2018) – The Rose Bowl Stadium has selected Best Beverage Catering (BBC) and Levy as its hospitality partners for the legendary stadium campus, including the Rose Bowl Stadium’s general concessions, Brookside Golf Course and Clubhouse, and the Arroyo Seco. The partnership brings together Best Beverage Catering, the concessionaire behind festivals and events including Coachella Valley Music and Arts Festival, Stagecoach Festival and Arroyo Seco Weekend, and Levy, acclaimed restaurateurs and leaders of sports and entertainment dining, to craft an innovative food and beverage experience for the entire campus that leverages their collective expertise in gameday dining, events and cutting-edge hospitality.READ MORE


Hospitality – The Odds Are Against You

You can learn these things in restaurant school or on the job, like us. A good summary of all the odds stacked against you though. The last two lines of #10 in the article below ring especially true across the board, not just at steakhouses. High priced cocktails, beer and wine are commonly used to make up for low profit margins on food offerings, especially in venues. READ MORE


A Cashless Shake Shack

Screen Shot 2017-10-04 at 2.41.01 PM

Shake Shack, in a turnaround of sorts, is going fully cash-free and cashier-less at a location in NYC later this month. Touch screen kiosks, which we’ve been preaching about for a while now, will be fully implemented at the Astor Place location, where guests will receive a text alert when food is ready. The thought process behind Meyer’s shift? Shorter lines, higher pay for employees, less human error during ordering, and of course, no cash. READ MORE


Community Partnerships a Win-Win


It’s great to see a sports stadium partnering with the community to provide continued on-the-job training and opportunities. We’re seeing more partnerships like these pop-up around the country – and are encouraging our partners and clients to get more involved and do the same. With all new builds, emphasis should not just be on construction jobs, but continued community outreach and access, particularly in the hospitality spaces. A win-win.READ MORE