2009 Delaware North Annual Report

Transcription

Delaware North Companies Retrospective
September 2008 – December 2009
Delaware North Companies
Retrospective at a Glance
The Delaware North Family of Companies …………………………………..2
Family Leadership.……………………………………………………...……...4
Financial Overview……………………………………………………...……...6
Vision and Mission……………………………………………………...………7
Operating Company Reviews:
Delaware North Companies Boston ……..……………………...………8
Delaware North Companies Gaming & Entertainment.……...………14
Delaware North Companies International .…...……...……...………20
Delaware North Companies Parks & Resorts..………………...……...26
Delaware North Companies Sportservice.……………………...……..32
Delaware North Companies Travel Hospitality Services……....……..38
Core Capabilities:
GuestPath®……....………………………………………………...…….44
Culinary……....…...……………………………………………...…….46
Retail……...........………………………………………………...…….48
Corporate Social Responsibility and GreenPath®………....………...……. 50
Awards and Recognition……..………………………………………...……..54
The Faces and Places of Delaware North...…………………………...…….58
Executive Team and Corporate Information………………………...……..60
1
The Delaware North Family of Companies
Sportservice
Delaware North Companies is a global leader
in hospitality and food service with operating
companies in the lodging, sporting, airport,
gaming and entertainment industries. Among its
many assets are several world-renowned resorts
and Boston’s TD Garden, widely acclaimed as
one of the top-three sports and entertainment
venues in the United States.
Delaware North began in 1915 in Buffalo, N.Y.
Today, the city is still home to the company’s
award-winning global headquarters. It is one
of the largest privately held companies in the
world with annual revenues in excess of $2
billion. Each year, its 50,000 associates serve
half a billion customers in the United States,
Canada, the United Kingdom, Australia
and New Zealand.
The cornerstone of Delaware North is Delaware
North Companies Sportservice, the oldest
name in sports hospitality. For nearly a century,
the company has provided retail expertise, and
concessions, gourmet catering and fine dining
services to sporting and entertainment venues,
and convention centers in the United States and
Canada. Today’s client portfolio includes 50 of
the most recognizable names in the sports
2
Gaming & Entertainment
world, including the St. Louis Cardinals, Boston
Bruins, San Diego Padres, Chicago Bears,
Minnesota Twins, and New York Jets and Giants.
Delaware North Companies Gaming &
Entertainment is one of the most innovative
gaming and racing operators in the country,
specializing in racing venues with added amenities
such as video gaming machines, poker rooms,
full-service restaurants, retail shops and hotels.
The company manages more than 6,000 video
lottery terminals throughout the United States
and operates at venues in New York, Arizona,
Florida, West Virginia, Oklahoma and Arkansas.
Delaware North Companies International
manages the company’s award-winning
operations in Australia, New Zealand and the
United Kingdom. Its special brand of hospitality
and food service can be found in hotels,
resorts, airports, railway stations, sporting and
entertainment venues, and cultural centers.
Its contract at Wembley Stadium and Emirates
Stadium, as well as its long-standing involvement
with the Australian Open, have given Delaware
North’s growing international division a welldeserved reputation for handling large-scale
events at premier properties.
International
Parks & Resorts
Travel Hospitality Services
Boston (TD Garden)
Delaware North Companies Parks & Resorts
was founded in 1992 following the company’s
winning bid for the largest contract in the U.S.
National Park Service: Yosemite National Park.
With Stewardship and Hospitality in Special
PlacesSM as its credo, Delaware North Companies
Parks & Resorts has quickly emerged as a leader in
the hospitality sector. In addition to operating at
some of the crown jewels among national parks,
Delaware North has a portfolio that includes
world-renowned hotels and attractions. It has
been in the national spotlight on many occasions
for its environmental, marketing, culinary,
recreation and management expertise.
Delaware North Companies Travel Hospitality
Services is one of the world’s leading airport food
service and retail companies. Through contracts
at major U.S. airports and toll plazas, Travel
Hospitality Services manages 300 restaurants
and retail stores, and serves more than 350
million customers each year. At nearly 70 years
old, the company is one of the oldest in the
Delaware North family and a respected member
of the travel industry. Its Gateway Concept that
revolutionized U.S. airports by transforming
them into harbingers of the sights and sounds
of the host cities continues to set the standard.
The Boston Bruins
(Owned by Jeremy Jacobs,
Chairman & CEO,
Delaware North Companies)
Delaware North Companies Boston is one of
the nation’s premier providers of world-class
entertainment and hospitality experiences. As
the owner/operator of TD Garden, the company
serves more than 2.5 million visitors each year,
more than 200 days a year. Home to the NHL’s
Boston Bruins and NBA’s Boston Celtics, the
arena is one of the few multi-tenant facilities in
the United States and arguably among the best
venues of its kind in the world.
The Boston Bruins organization is one of the
original six teams of the National Hockey League,
known equally well for an unrelenting style of play
that has led it to five Stanley Cup championships.
Over the 30-plus years that Delaware North
Companies Chairman and Chief Executive
Officer Jeremy Jacobs has owned the legendary
team, it has showcased some of the best talent the
sport of hockey has ever seen. Almost 50 Bruins
have been inducted into the Hockey Hall of Fame.
3
Family Leadership
In 1915, brothers Marvin, Charles and
Louis Jacobs took the first step toward
realizing the American dream of their
immigrant parents by establishing a
modest popcorn and peanut vending
business in Buffalo, N.Y. Through hard
work, dedication and innovative thinking,
that small business grew into one of the
most admired food service and hospitality
companies in the world.
But while the company may be global, it
is still a family business. Delaware North
places great value on being a private,
family-owned and -operated company.
Current Delaware North Companies
Chairman and Chief Executive Officer
Jeremy Jacobs, the son of founder Louis
Jacobs, represents the second generation
of the Jacobs family to own and lead
the company. His three sons, Jerry
Jr., Lou and Charlie, are principals of
Delaware North and are key leaders in the
company’s long-term business strategy.
From the beginning, the company
embraced its clients, customers and
dedicated associates who continually
achieve new levels of success in
delivering hospitality across the globe.
4
5
Financial Overview
Financial stability has always been a priority
for Delaware North. Despite a weak global
economy, Delaware North met its financial
objectives and finished the year with more
than $2 billion in revenue. With approximately
200 locations in seven market sectors served by
50,000 associates around the world, Delaware
North is one of the largest privately held
companies. As well, it is one of the most
respected culinary and hospitality companies.
set to open in 2010, and to submit a competitive
bid to develop and operate a casino at Aqueduct
Racetrack in Queens, N.Y.
With signs of economic improvement on the
horizon, Delaware North is well-positioned
financially to pursue growth and take advantage
of market changes.
A decision several years ago to manage its
investments prudently has paid off. In the
past year, Delaware North purchased two
hotels in North America and five prestigious
resorts in Australia, giving the company a
lodging foothold there. In addition, it
was able to make the necessary financial
commitments to win important new
business at the New Meadowlands Stadium
2.2 Billion
$
Annual revenue
Revenue by Operating Company
207
50,000
200
300
Forbes rank
Locations
6
Associates
Retail locations
500 Million
Guests served
Sportservice 23%
Travel Hospitality Services 12%
Gaming & Entertainment 30%
TD Garden 3%
Parks & Resorts 17%
International 11%
Boston Bruins 3%
Other <1%
A global leader in hospitality and food service.
Vision
To become the preferred provider of
products and services that foresee and
satisfy the needs of customers, balancing
the highest level of satisfaction consistent
with maximizing returns to stakeholders.
Mission
Creating special experiences
one guest at a time.®
7
Delaware North Companies Boston
Championship-caliber teams. Passionate
players. Superior fan entertainment.
These are just some of the reasons that for the
fourth time in seven years, Boston took the top
spot in The Sporting News’ annual rankings of the best
sports cities in America. Arguably no other city can
compare to Boston’s sporting prowess in recent
years, and at the epicenter of New England’s success
has been TD Garden, the region’s premier sports
and entertainment arena.
Owned and operated by Delaware North
Companies Boston, TD Garden is home to the
legendary Boston Bruins and Boston Celtics
franchises, and has a diverse sports schedule
that includes top collegiate hockey conferences,
nationally recognized events such as NCAA
tournaments and hundreds of annual concerts,
family shows and special events.
Through an unparalleled commitment to
delivering memorable live events, Delaware
North’s management team in Boston has built its
own championship squad off the ice and court,
stocked with all-star players and a focus on the
fan experience.
8
Stellar season
The Boston Bruins, owned by Delaware North
Companies Chairman and Chief Executive Officer
Jeremy Jacobs, excited the team’s faithful fan base
all year, posting one of the best regular seasons in
team history during the 2008-09 campaign. With
an Eastern Conference-leading 53-19-10 record,
the Black and Gold were dominant on both ends
of the ice. The team ranked first in the National
Hockey League in defense with a stingy 196 goals
allowed, and ranked as the league’s second-best
offense (274 goals), a dramatic turnaround from
the number-25 ranking the previous season.
Since his hiring in May 2006, General Manager
Peter Chiarelli has brought a combination of
youth and experience to the Boston locker room
through shrewd free-agent signings, trades and
player development within the Bruins system.
In recognition of his re-engineering the Bruins
into one of the league’s most competitive teams,
Chiarelli was honored by The Sporting News as the
2008-09 NHL executive of the year by a poll
of his peers, and earned a contract extension
that will keep him at the team’s helm for several
years to come.
9
The team’s tremendous regular-season showing
was also worthy of several prestigious individual
honors. Claude Julien became the third coach
in team history (Pat Burns (1998), Don Cherry
(1976)) to be selected as the winner of the NHL’s
Jack Adams Award, which is awarded “to the head
coach who has contributed the most to his team’s
success.” Bruins goaltender Tim Thomas was
named the winner of the Vezina Trophy, which
is awarded “to the goalkeeper adjudged to be the
best at his position.” Additionally, All-Star Zdeno
Chara joined Ray Bourque (five-time winner)
and Bobby Orr (eight-time winner) as only the
third Bruins defenseman to be awarded the Norris
Trophy, which is given “to the defense player who
demonstrates throughout the season the greatest
all-round ability in the position.”
Off the ice, the Bruins were equally committed
to giving back to the Greater Boston community.
Under the leadership of Bruins Principal Charlie
Jacobs, the foundation distributed more than
$222,500 in grants to 30 different children’s
charities throughout New England, and was
involved in a myriad of other outreach initiatives.
10
Another banner year
For the Boston Celtics and their fans, it was a year
to celebrate and bask in the glow of championship
glory. In just two short years, General Manager
Danny Ainge and Head Coach Doc Rivers have led
one of the most dramatic franchise turnarounds in
NBA history. Following a series of stunning trades
that added All-Stars Kevin Garnett and Ray Allen
to a team that already included star Paul Pierce,
the Celtics promptly lived up to their promise by
winning the NBA Championship.
On Oct. 28, 2008, Banner 17 joined one of
the greatest collections of championship banners
in an arena, and was ceremoniously hoisted to
the Garden’s hallowed rafters in a dramatic
celebration that included many of the Celtics
legends from years past.
Despite an injury-riddled 2008-09 season, the
Celtics have reloaded with the recent additions
of stars Rasheed Wallace and Marquis Daniels.
Their veteran-laden roster now has the Celtics
once again poised as title contenders for the
next few years at least.
Garden party
The Garden was nominated as a finalist for
SportsBusiness Journal’s coveted Arena of the Year
award, and not just because of the improved
play of its two primary tenants.
For starters, the Garden added a third sports
tenant with the launch of the Boston Blazers
franchise. The newest entry to the National
Lacrosse League has been no stranger to New
England lacrosse fans. The Blazers previously
served as the moniker of the Major Indoor
Lacrosse team that played in Worcester in the
early ‘90s and the old Garden and FleetCenter
until 1997.
But it was Delaware North’s ability to attract the
highest-quality entertainment, and its commitment
to the fan experience that has garnered the lion’s
share of the praise in the venue industry. Despite
the sluggish national economy, the Garden posted
double-digit increases in both concerts and family
show bookings, generating more than 20-percent
revenue growth. Night after night, the arena has
been cast in the spotlight as it hosted nationally
televised events, including NCAA Men’s Eastern
Regional Finals, in addition to Bruins and Celtics
sporting events.
Among the new Premium Club additions
generated this past year was The Lofts. As the
name suggests, the concept includes a loft-inspired
design that features a trendy lounge décor in a
two-tier space overlooking the arena. This allinclusive experience comes complete with a small,
plated five-course menu, game tickets and parking.
Other new premium spaces include a lounge and
raw bar (Club Lounge), corporate event suite
(The Executive View), reinvented and relocated
Banners restaurant (Banners Harbor View) and an
enhanced function room (The Partners Room).
The arena’s concert schedule was buoyed by
visits from some of the music industry’s top acts.
Featured artists included veteran performers such
as Madonna, The Who, Metallica, AC/DC, Tina
Turner, Bruce Springsteen and the Eagles.
“Over the past three years, our multimillion-dollar
investments and improvements in the building
have been a balanced approach to addressing
business, technical and service improvements
for all of our equally deserving constituents,”
said John Wentzell, president of TD Garden
and Delaware North Companies Boston.
“Hospitality and entertainment needs are
consistently evolving, and we are looking to
provide a wide variety of corporate-focused
products and amenities to meet them.”
Premium fan experience
Based on feedback from focus groups and in-depth
client surveys, the Delaware North team has
succeeded in continually launching new products
based on clients’ hospitality and entertainment
needs. In response to the evolving needs of
business clientele, the Garden’s Premium Club
was the first to integrate a model with amenities
beyond the four walls of the arena into its
premium-seating membership. In addition, the
Garden is now leading the way in the types of
products made available to premium clientele,
including capturing trends such as all-inclusive
food, smaller ticketing packages and flexible
seating. The final phase of the venue’s three-year
strategic plan for recreating the Premium Club
portfolio included a $4 million renovation project.
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Corporate synergies
Continued collaboration with Delaware North
subsidiary Sportservice has also resulted in further
integration of a new point-of-sale operation,
touch-screen ordering, faster credit card
processing and Concessions Express kiosks
for self-orders.
In addition, Garden executives have embraced
Delaware North’s leadership in the sustainability
and environmental areas of the company’s
business. The green agenda has been broad and
ambitious for the Garden’s entire operation in
recent years as the venue began a feasibility study
for energy conservation. A subsequently signed
contract with an expert consultant has reduced the
arena’s electricity usage by nearly 20 percent.
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Delaware North Companies Boston was also
responsible for carrying these green efforts
into the North Station, the major mass transit
terminal that underlies the arena, in order to
provide more energy-efficient heating and air
conditioning. Other programs implemented at
the Garden include the collection of food waste
for composting, a “green” concession stand
and the use of sustainable local food products
at restaurants in the arena.
Lighting it up
While the venue continues to lead the way in
many respects for the industry, it also has been
lighting the way for Boston fans in recent months.
An exterior lighting project with a specialty energysaving LED platform, was installed to illuminate
the Garden at night. The new design provides a
60-percent decrease in kilowatt consumption
over the previous equipment.
The project brings an exciting new live lighting
element to the venue’s exterior with an assortment
of lighting capabilities to signify the events that
are happening within the building. When the
Boston Bruins are playing at home, the building
now basks in a gold glow; for the Boston Celtics, a
leprechaun green; the Boston Blazers, a fiery red;
concerts shimmer in a rainbow of tie-dye; and
special events radiate a blue hue.
To celebrate a home-team win, the building
has the ability to do the “wave” through a special
lighting effect, signifying the victory within the
city skyline.
With a recent name change to TD Garden, new
vibrant entertaining spaces, the Bruins and Celtics
returning to the form of their glory days, and
more big-name musical acts lining up to take
the Garden stage, Delaware North Companies
Boston is uniquely poised to generate even more
celebratory waves and memorable live experiences
for New England sports and entertainment fans
for many years to come.
HIGHLIGHTS
For the fourth time in less than a decade,
Boston owns the title of best sports city in
America, according to The Sporting News. At the
epicenter of New England’s sports prowess is
TD Garden, the region’s premier sports and
entertainment arena.
Proving a bear market is a good thing, the
Boston Bruins post one of the best seasons in
team history during the 2008-09 campaign.
Boston Celtics General Manager Danny Ainge
and Head Coach Doc Rivers lead one of the
most dramatic turnarounds in NBA history. On
the heels of a championship in 2008, the Celtics
advance easily to postseason play in 2009.
The Garden is a finalist for SportsBusiness Journal’s
coveted Arena of the Year award. Adding a new
tenant (the Boston Blazers), double-digit
increases in concerts and family shows, and a
20-percent increase in revenue are just some
of the reasons it is the center of the sports
world’s attention.
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14
Gaming & Entertainment
Whew! It seems like a good time for Delaware
North Companies Gaming & Entertainment to
catch its collective breath.
After several years of major renovations,
expansions or opening of new facilities at most of
the division’s locations, the focus shifted during
the second half of 2008 and first half of 2009 to
honing those operations. In fact, it could be said
that Delaware North arrived in 2009 with a vastly
different and much larger portfolio of gaming
properties than it had only a few years earlier.
Consider what 2008 alone yielded. A brand-new
$30 million Daytona Beach Kennel Club & Poker
Room opened in May; Wheeling Island HotelCasino-Racetrack completed its first year as a fullfledged casino with table games; and the finishing
touches – a new steakhouse and simulcasting center
– were the icing on the more than $40 million
renovation of Southland Park Gaming & Racing.
Similarly, Wheeling Island and Daytona Beach
gained recognition as popular, top-flight
regional casino and poker venues, respectively.
Wheeling Island did so in the midst of
increased competition in nearby Pennsylvania,
differentiating itself with entertainment and great
restaurants to complement its hotel, gaming and
racing offerings.
But not to rest too long, the division began a
new phase of renovations this year at Finger
Lakes and began work on a gaming and hospitality
building at Fairgrounds. The Delaware North
Companies Gaming Hospitality Group added a
major contract in early 2009 with the addition
of a new property in Oklahoma. And the company
is awaiting a decision from New York state on
its bid to develop and operate a world-class
regional gaming and entertainment destination
at Aqueduct Racetrack in Queens, N.Y.
The new and added amenities, combined with
Delaware North’s operational focus, resulted
in increased revenue at several locations, most
notably Southland Park and the company’s three
video lottery terminal (VLT) operations in New
York state. Earlier expansion and renovation
projects helped position Finger Lakes Gaming &
Racetrack, Fairground Gaming & Raceway, and
Saratoga Gaming and Raceway as popular regional
gaming and entertainment destinations.
15
Wheeling’s Moon a poker star
They’ve only been playing poker at Wheeling
Island Hotel-Casino-Racetrack since December
2007, yet already one of its patrons has made it
to the top. Darvin Moon, who qualified at a
Wheeling Island tournament, will be at the final
table at the 2009 World Series of Poker.
In July, Moon eliminated poker professional
Jordan Smith to fill the field of nine who will play
for the game’s ultimate title in November. All nine
players in the world-championship event will earn
at least $1.26 million. The winner will take home
$8.55 million.
Moon, who had never been to Las Vegas prior to
July, owns and operates a small logging company
in Maryland.
16
An exciting first year
In just a year, the new Daytona Beach Kennel
Club & Poker Room has landed on the
international poker map.
Since moving to the new facility and opening
a 50-table poker room with a Las Vegas feel, it
has furthered its reputation as a gaming leader
in Central Florida. For example, the room’s
$181,500 in revenue for the week ending Jan.
18 broke a property record, thanks largely to
World Series of Poker events, other qualifying
tournaments and hefty jackpots.
Daytona Beach was also designated as a World
Series of Poker satellite location, drawing
professional poker star and actress Tiffany
Michelle, known as Hot Chips to poker insiders,
for one of the tournaments in April.
Nothing but the best
Casino Player named Wheeling Island HotelCasino-Racetrack best casino as part of its
2009 Best of Gaming awards.
Wheeling Island received eight other first-place
gaming awards from the publication, including
best hometown slots, best reel slots, best video
poker, best cash back, best promotions, best
service and luckiest casino. Casino Player is one of
the most respected gaming trade publications.
Let us entertain you
Part of Wheeling Island’s successful positioning
has been as a complete entertainment destination,
with regular big-name concerts leading the way.
For example, Styx & REO Speedwagon headlined
a concert on Independence Day weekend. The
summer also saw concerts featuring country
star Dwight Yoakam and 1970s rock legend
Peter Frampton.
A fine vintage in New York wine country
Finger Lakes Gaming & Racetrack celebrated its
fifth year of video gaming operations in February,
offering guests a weekend of special promotions
and entertainment, plus a dinner with VIP players.
Like the vineyards in the Finger Lakes region,
the venue continues to become a more popular
destination for Rochester-area residents and
tourists alike. Delaware North has responded with
exterior aesthetic and venue access enhancements
and interior hospitality-area renovations.
And even the racetrack portion of Finger Lakes,
already busy three seasons of the year with the only
thoroughbred racing in the state west of Saratoga,
is becoming a year-round venue. A new kind
of horsepower was on display in February when
the International Series of Champions (ISOC)
AMSOIL Championship Snocross Series made
its first-ever appearance.
More than 13,500 fans turned out over the three
days of fast-paced Snocross action, with the success
prompting an agreement for the event to return in
2010 and 2011.
17
We showed the way
Earlier this year, Delaware North completed its
five-year management engagement and facilitated
a smooth transition for Saratoga Harness Racing,
the parent company of Saratoga Gaming and
Raceway, to assume operational management of
its own facility.
Southland Park saw a general increase in revenue
after the campaign, part of an effort to rebrand
the venue in a market that largely believed it still
only offered racing. The campaign used humor
and 1950s-era characters to promote the venue’s
gaming offerings, including electronic poker
and blackjack.
Delaware North guided Saratoga through
major expansion projects in 2004, when
Saratoga became the first video gaming
facility in the state of New York, and again
in 2007, when it added more gaming,
hospitality and entertainment amenities.
We know how to share our know-how
At Saratoga, Finger Lakes and Fairgrounds,
Delaware North has demonstrated it knows
how to create and operate a successful regional
gaming and racing entertainment destination.
“We are very proud of what we have accomplished
by working closely with Saratoga Harness Racing
every step of the way,” said Bill Bissett, president
of Delaware North Companies Gaming &
Entertainment. “We demonstrated how to
collaborate with the ownership and operator
of the racing side to run an effective
entertainment destination.”
The two companies are still working together
on potential new gaming venues and to build
Gideon Putnam Resort’s reputation as the premier
historic hotel and spa in New York’s capital region.
Southland Park gets lucky
Southland Park Gaming & Racing received
recognition for its creative – and some might
say provocative – 2008 advertising campaign
at the Voice Awards in Las Vegas.
The gaming destination’s “Be Lucky That Way”
billboard campaign was a Voice Award finalist for
Best Outdoor Advertising Campaign. Southland
Park worked with Memphis-based advertising
firm CS2 on the campaign.
18
So, Empire Resorts Inc. knew where to find help
in improving the results at Monticello Casino &
Raceway in downstate New York. Empire Resorts
tapped Delaware North earlier this year for a
three-year management agreement that includes
marketing and strategic advisory services.
“Delaware North is here to help Monticello Casino
& Raceway realize its full potential,” said Empire
Resorts’ Joseph E. Bernstein. “The company has
hit the ground running and has already identified
significant action items to help improve our
business and expand customer appeal.”
Gaming Hospitality Group grows with
new contract
The Delaware North Companies Gaming
Hospitality Group took a major step forward
earlier this year with an agreement to develop
and manage restaurants at the new Durant
Casino Resort Spa in Oklahoma.
When it is completed in early 2010, the new
casino will include a 330-room, four-star
hotel, spa and fitness center, 40 table games,
a 30-table poker room and more than 3,000
slot machines. Located just 90 minutes north
of Dallas, the casino is owned by the Choctaw
Nation of Oklahoma.
Delaware North will handle food and beverage
operations for the 150-seat casual dining
Blue Moon Café, 100-seat 1830 Steakhouse,
450-seat Butterfield’s Buffet, 45-seat Mexicanstyle Tomatillo’s Grill, the 30-seat Jackpot
Java Coffeehouse and the 100-seat food court.
Delaware North will also oversee onsite
catering and banquet operations for the
casino’s conference and meeting areas.
“This is an exciting opportunity for us to display
our hospitality expertise in a new market,” said
Gaming Hospitality Group Managing Director
Nick Liberto. “We’re committed to bringing
culinary excellence to the Durant resort.”
Launched in late 2007, the Gaming Hospitality
Group began working with its first client in 2008,
a consulting and management agreement with the
Stockbridge-Munsee Band of Mohican Indians.
Delaware North is assisting with the expansion and
enhancement of hospitality amenities and food
and beverage offerings at its North Star Mohican
Casino in Wisconsin, located between Green Bay
and Wausau.
HIGHLIGHTS
Delaware North gaming and racing venues
continue to increase their appeal as regional
entertainment destinations in part by
leveraging the company’s significant
investments in recent years to expand
gaming and hospitality amenities.
Additional expansion projects at Finger Lakes
Gaming & Racetrack, and Fairgrounds Gaming
& Raceway are in the works to continue to
position the venues in the Western New York
gaming and entertainment markets.
Delaware North’s Gaming Hospitality Group
obtains a significant contract to develop and
manage restaurants at the new Durant Casino
Resort Spa in Oklahoma when it opens in 2010.
The company is sought out and accepts a
consulting agreement to help Empire Resorts
Inc. enhance operations and marketing
efforts at Monticello Casino and Raceway
in downstate New York.
19
Delaware North Companies International marked
five consecutive years of strong growth in 2008
and then made a splash in August 2009 with the
announcement that it had acquired five prestigious
luxury resorts in Australia.
The resorts, acquired from the GPT Group,
are located in some of Australia’s most beautiful
locations. Delaware North is set to begin
operations this year at the resorts, the company’s
first foray into lodging outside of North America.
“Delaware North has an amazing history of
operating in special places,” said Jonathan Tribe,
managing director of Delaware North Companies
International. “Visitors to our resorts will find
themselves in special places that only Australia can
offer – from the Kimberley to the Red Centre and
the Great Barrier Reef.”
Delaware North expanded into another new
business line later this year when it entered the
United Kingdom’s travel hospitality sector with
contracts for three major airports – Heathrow,
Gatwick and Edinburgh – and one railway
station. In addition, the company expanded
its U.K. sports venue portfolio, adding Derby
County Football Club’s Pride Park Stadium
to the new Wembley Stadium and Emirates
Stadium. Wembley Stadium, meanwhile, upheld
its reputation as one of the premier sports and
entertainment venues in the world with a series of
high-profile concerts.
20
Back in Australia, the company and its associates
at Melbourne Park set a new standard for
performance under difficult circumstances by
handling world-record attendance for a tennis
Grand Slam event on several days while dealing
with extreme heat at the 2009 Australian Open.
Delaware North also expanded its interests in the
education sector in Australia with a new contract
at Curtin University. In addition, the company
in 2008 and 2009 completed a round of new
openings at many of its travel sector locations,
including the new food court in Melbourne
International Airport.
Looking ahead, Delaware North Companies
International is exploring additional opportunities
in the travel hospitality, sports venue and other key
company sectors in countries in which it currently
operates, as well as countries in Europe and Asia
in which it does not yet have operations.
Planes, trains and hospitality
Delaware North is entering the U.K. travel
hospitality sector this year in a big way,
debuting concepts in three major airports
and a railway station.
Caffé Cucina opened in June in London’s
Euston Railway Station, while En Toast opened
in July in Gatwick Airport. A third concept –
The Dining Street Restaurant – opened in
Heathrow Airport in October. In Scotland,
Delaware North will open a restaurant, and an
ice cream and crepe bar in Edinburgh Airport
by year’s end.
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Delaware North was able to penetrate the highly
competitive market by developing concepts that
meet the branding needs of clients, especially
tailoring concepts to promote the character
of specific travel sites, and the changing tastes
of consumers.
Crowded house
Even by Delaware North standards, the 2009
Australian Open was a massive food service
and catering undertaking.
With attendance at more than 600,000 this
year, the event has drawn more than one-half
million guests for 10 consecutive years. The
highest-ever day/night attendance in Grand
Slam history was recorded three times, with
the new record of 66,018 set Jan. 24.
And, as is their custom, visitors ate and drank.
A lot. More than 12,000 meat pies, for example,
meaning that preparations were essential. This
included installing and operating 954 electrical
appliances, 272 of them additional refrigerators,
and three new temporary kitchens. In total,
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Delaware North established 88 new structures
using 3,378 pieces of equipment to meet the
tremendous hospitality needs.
All of this was accomplished in extreme weather
conditions, with temperatures regularly rising
above 100˚F and reaching a high of 111˚F
(44˚C). Yet, Delaware North managers and
associates were able to “keep cool,” and provide
exceptional customer service in the company’s
GuestPath® tradition.
Responding to a tragic event
All Australians and many international friends
were deeply affected by the ferocity of the bushfires
(wildfires) that swept across Victoria in February
2009. The fires claimed 195 lives, destroyed towns
and thousands of farms, killed countless animals
in the wild and farm stock animals, and devastated
many areas of remarkable forests.
Delaware North associates were evacuated
from one site during the fires as a precaution.
Fortunately no associates were killed or injured,
but many had family and friends who were
directly affected.
In the aftermath, Delaware North associates
donated more than $90,000 (Aus.), countless
voluntary hours and leftover food to help ease
the burdens of many others.
But have you played Wembley Stadium?
The summer concert season at Wembley Stadium
featured an amazing lineup of artists – including
AC/DC, Take That, and Oasis – with a halfmillion people attending eight concerts in three
weeks in June and July. During this period, more
than 2,000 Delaware North associates worked
each event day.
In August, U2 set a Wembley Stadium concert
attendance record when 88,000 attended one
of the Irish rock legend’s two shows.
Food for thought
Delaware North recently began operating four
dining locations at Curtin University in Western
Australia, expanding the company’s operations in
the education sector.
Located in the Perth suburb of Bentley, Curtin
University was established in 1966 and is now the
largest provider of higher education in Western
Australia. In 2009, there were more than 30,000
enrolled students with approximately 1,500
students in residence and a staff of 2,500.
We wok on less water
Australia is the driest continent in the world. It
has suffered from extended drought conditions,
with many regions having been in the midst of a
drought for five years. Responsible use of water
is therefore considered to be one of the highest
priorities, with water restrictions in place in many
parts of the country.
So, Delaware North recently introduced waterless
woks at its Billy Chu outlets in Melbourne and
Adelaide airports. Each wok reduces water use
by 70 percent, resulting in savings of more than
1,300 gallons (5,000 liters) a day. Each wok
installed will save 370,000 gallons (1.4 million
liters) of water every year.
Spreading healthier foods
Delaware North’s Culinary Wellbeing™ program is
spreading out so our patrons’ waistlines might not.
Over the last year, the program has been
introduced at Etihad Stadium, Melbourne Park
and Melbourne Zoo. Later this year, it will be
available in Wembley Stadium and Emirates
Stadium in London and Australia’s The Terrace
in the Royal Botanic Gardens, Albert by the Lake
function center and Curtin University.
The catering services at Curtin have been managed
by small independent operators and the Student
Guild. By the end of 2009, there will be 12 food
and beverage outlets in operation on campus.
The guild will operate six of these, independent
operators will manage two and Delaware North
will handle four proprietary café concepts.
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Introduced in 2008, Culinary Wellbeing™
is a Delaware North corporate program that
focuses on lighter and healthier food options
that offer genuine reduced levels of fat, salt and
sugar while improving fiber and whole-grain
content. Delaware North strives to use fresh, local
ingredients and organic products for these dishes.
Branching out in Sydney
Delaware North in late 2008 opened its first
outlets in Sydney International Airport, which is
undergoing a major expansion and renovation.
The company already has an existing operation
in the Sydney Domestic Airport.
Among the new outlets Delaware North brought
to the airport are Hungry Jack’s (the Australian
Burger King franchise) and an Oporto’s
franchise. Delaware North has relationships
with both brands.
Oporto’s chicken and chicken burgers have
a unique, Portuguese-influenced flavor. Its
restaurants offer a fun, irreverent and highquality fresh-cooked dining experience.
Oporto’s uses fresh ingredients, as emphasized
by its key marketing statement: “Fresh–Not
Frozen, Grilled–Not Fried.” Delaware North
also has an agreement to assist with the entry
of Oporto’s into the U.K. market.
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We take pride in our catering
Delaware North began providing hospitality and
food services at its third stadium in the United
Kingdom when it took over operations at Pride
Park Stadium, home of the Derby County
Football Club, in July 2008.
As part of the agreement, Delaware North
manages the sales and marketing for nonevent-day
conferencing and banqueting at the venue.
Derby County Football Club is currently in
the English FA Coca-Cola Championship and
is building to return to the Barclay’s Premier
League. Derby County is known as the Rams
and its supporters are recognized as being among
the most passionate in English sports.
HIGHLIGHTS
The company takes its lodging and hospitality
prowess beyond the shores of North America
with the purchase of five Australian resorts.
Delaware North enters the United Kingdom
travel hospitality sector and will operate in
three airports and one railway station by the
end of 2009.
World-record attendance and extreme heat are
dealt with in turn by Delaware North associates at
the 2009 Australian Open at Melbourne Park.
Delaware North expands its interests in the
education sector in Australia with a new contract
at Curtin University.
A zeal for big parties
Thanks to Delaware North, in just two years since
its opening, Vector Arena has become the go-to
venue for New Zealand’s biggest banquets.
erby County Football Club’s Pride Park
D
Stadium now features the food service,
hospitality, and sales and marketing expertise
of Delaware North.
Delaware North hosted the New Zealand Property
Council Awards, a formal, sit-down dinner for
970 guests. Despite the awards dinner having been
staged at many high-profile venues over the years,
the dinner at Vector Arena was proclaimed the
best ever by the council’s leadership.
But that record didn’t last long. The venue then
hosted the Halberg Awards, a dinner and awards
ceremony honoring the nation’s best athletes.
More than 1,000 people attended the prestigious
event, held in February 2009.
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Parks & Resorts
Leave it to Delaware North to be well-positioned
in the destination-travel sector even at a time
when the economy prompted many to stay put –
or at least stay closer to home.
As so-called “staycations” increased in popularity
since summer 2008 and into summer 2009,
properties came to understand, appreciate and
leverage their value. The key, operating company
President Kevin Kelly said on CNBC, has been
the special places in which Delaware North
operates and the company’s strong efforts to
ensure guests have memorable experiences.
“Whether we continue to see increased travel and
people traveling closer to home or the industry
changes and brings us completely different kinds
of travelers, we take pride in enabling them to best
experience these special places and destinations,”
Kelly said. “Telling the stories of these historic
places and seeing to it that guests get everything
they hope for from their vacations are what strikes
to the core of our company.”
While the U.S. Travel Association was predicting
domestic travel during summer 2009 would
be at a five-year low and that 10-percent fewer
international travelers would arrive on U.S.
soil, Delaware North locations like The Lodge
at Geneva-on-the-Lake, Tenaya Lodge and
Yosemite National Park were bucking the trend.
Delaware North acquired two inns near key
national park locations, and won a bid to
operate the Queen Mary, a historic ocean liner
permanently docked in Long Beach, Calif.
Delaware North also continued to be recognized
for its effectiveness in managing and operating
Kennedy Space Center Visitor Complex in
Florida and all lodging, food service and visitor
recreational services in Yosemite National Park.
Another bite at the Apple
Looking to expand its lodging offerings for visitors
to the fabled Yosemite National Park, Delaware
North in December 2008 completed the
acquisition of the 53-unit Apple Tree Inn. The
inn is adjacent to the Delaware North-owned and
-operated Tenaya Lodge, just south of Yosemite
in Fish Camp, Calif.
Delaware North immediately launched a softgoods renovation of the inn and began welcoming
guests this spring. The acquisition came as
Delaware North continued work to expand
Tenaya Lodge’s High Sierra conference and spa
facilities for the 2010 season. The main ballroom
is growing to 10,000 square feet and three new
700-square-foot breakout spaces are being added.
A new 8,000-square-foot spa, with numerous
treatment rooms, is also being built. Tenaya also
opened a new restaurant, Embers, this summer.
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Adding special places
Delaware North continued to expand its portfolio
of owned and managed properties in May with the
purchase of the Holiday Inn West Yellowstone, a
123-room, full-service hotel located less than a
mile from an entrance to Yellowstone National
Park. It was the fourth hotel Delaware North has
acquired since 2001, marking another “special
place” where the company offers its distinctive
brand of hospitality to travelers.
The Holiday Inn West Yellowstone caught the
company’s eye because of its position as the
market leader in the area and its location at the
gateway to the oldest and one of the most beloved
of America’s national parks. Built in 1994, the
inn offers guests a 175-seat restaurant; a 125-seat
lounge; 10,000 square feet of function space;
and an indoor pool, hot tub, dry sauna, fitness
room and guest laundry.
In fall 2009, Delaware North began managing
the storied Queen Mary, the grand 1936 ocean
liner that is now permanently docked in Long
Beach, Calif.
Resorting to renovations
When Delaware North gets a hold of a special
place, things start happening to make it as special
as possible. It’s called stewardship, and that’s
why New York state brought in Delaware North
to operate the historic Gideon Putnam Resort,
including the Roosevelt Baths & Spa in Saratoga
Spa State Park.
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Earlier this year, Delaware North completed
$1.8 million in renovations, part of a planned
20-year, $18 million investment program that
will include improvements to the hotel’s guest
accommodations, lobby, corridors and dining
room, as well as the storied mineral baths and spa.
Constructed in the 1930s, Gideon Putnam is one
of the Historic Hotels of America as designated by
the National Trust for Historic Preservation.
As part of the project, this spring the renovated
Putnam’s restaurant opened with menus
featuring locally grown foods and produce,
and regional beers and wines.
Smooth operator
Lodging Hospitality, a major trade publication of the
lodging industry, named Delaware North one
of the top management companies in regard to
properties owned, managed and operated. The
report noted Delaware North currently oversees
more than 3,800 rooms at properties the
company either owns or manages for others.
ShermansTravel.com named The Ahwahnee
in Yosemite National Park the best national
park lodge. The Ahwahnee is one of numerous
properties Delaware North operates in Yosemite
National Park.
USA Today travel correspondent and esteemed travel
writer Peter Greenberg profiled Yosemite, giving
readers a personalized tour and providing insider
tips. In the column, Greenberg credited The
Ahwahnee as one of the great places to stay in any
national park and also praised the Wawona Hotel
and its interesting menus.
Helping visitors take it all in
A significant part of Delaware North’s mission
of stewardship of the special places at which
the company operates is interpreting them so
that visitors can enjoy the most memorable
experiences possible.
To add to the many ways in which Delaware
North does this for the thousands who
visit Yosemite National Park each year, the
company partnered with travel and hospitality
marketing communications agency MMG
Worldwide to launch a new integrated
campaign focused on helping people
explore Yosemite. Through the “Take It All
In” campaign, park visitors are urged to
step outside their vehicles and use Global
Positioning System (GPS) technology
to actively engage in biking, hiking and
sightseeing.
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A stellar attraction
Kennedy Space Center Visitor Complex, operated
by Delaware North for some 13 years, just keeps
getting better and better.
On the heels of the 2007 opening of Shuttle
Launch Experience, Delaware North opened
Eye on the Universe: The Hubble Space
Telescope exhibit in October 2008. The exhibit
celebrates the stunning discoveries of one of the
most useful telescopes ever built by featuring
powerful Hubble images that let visitors step into
the universe and walk toward the ancient stars,
nebulas and galaxies.
Kudos for Kennedy
The accolades for the Delaware North-operated
Kennedy Space Center Visitor Complex came in
regularly. Here is a sampling:
MSNBC.com: “Launch or not, they won’t be
bored – not when they can see IMAX movies,
including one narrated by Tom Hanks, or
‘blast off’ during the Shuttle Launch
Experience to get a sense of what it feels like for
shuttle astronauts as they are blasted into space
at 17,500 miles per hour or get a view of Earth
as the payload doors open.”
From a blog: “I spent the day at Kennedy Space
Center Visitor Complex and enjoyed every
minute of it. I took the NASA Up Close tour and
was able to get close to launch pads. I even saw the
pad where they are preparing for the next launch.
Everything was explained well by the staff and the
IMAX show was amazing.”
Kennedy Space Center Visitor Complex was
honored with two safety awards from the United
Safety Council, a safety training organization that
promotes safety in every aspect of American life.
The property earned both the Vehicle Fleet
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Safety Award, for associates driving approximately
1.5 million miles in company vehicles without
an at-fault accident, and the Safety Achievement
Award for outstanding safety performance.
The public relations team at the visitor complex
picked up some hardware by capturing two
statewide public relations awards in the 2008
Golden Image Awards held by the Florida Public
Relations Association. Kennedy associates received
an Award of Distinction for the Shuttle Launch
Experience integrated marketing campaign in the
Public Information and Promotional Marketing
categories. The successful campaign resulted in a
double-digit increase in attendance, an increase
in Florida resident visitation and $2.5 million
worth of publicity.
Grapes, not gripes, at this lodge
The Lodge at Geneva-on-the-Lake celebrated
its fifth anniversary earlier this year, providing
an opportunity to note the steadily increasing
occupancy that Delaware North has fostered.
In the face of a global travel slump that saw the
Cleveland market down 11 percent in hotel
occupancy through April 2008, the lodge
posted a nearly 3-percent increase.
Delaware North has done this by providing
exceptional customer service, carving out a
niche as a go-to spot for fine dining and
Cleveland-area staycations, and employing
innovative marketing approaches.
An example is the lodge’s successful Grape
Camp for families, begun in summer 2008.
It proved so successful, that it was expanded for
summer 2009. Along with providing guests
with tours of local wineries, the resort staff led
grape-related activities for children, including
a vineyard scavenger hunt and learning about the
region’s grape industry around the campfire.
HIGHLIGHTS
Delaware North acquires two lodging
properties to add to its operations near two
of the most popular national parks: the
Apple Tree Inn adjacent to the Delaware
North-owned and –operated Tenaya Lodge
near Yosemite National Park and the Holiday
Inn West Yellowstone near an entrance to
Yellowstone National Park. The new inns
add to Delaware North’s portfolio of owned
properties. The company also continues a
project to expand conference and spa
facilities at Tenaya Lodge.
Continuing the company’s strong tradition
of stewardship, Delaware North completes the
first phase of a 20-year, multimillion-dollar
rehabilitation and restoration of Gideon
Putnam Resort, including the historic
Roosevelt Baths & Spa, in Saratoga, N.Y.
weathers the storm of economic recession by
embracing the emerging “staycation” trend
of people recreating closer to home and
leveraging the special places at which it
operates as popular regional getaways.
elaware North’s management and massive
D
operations in Yosemite National Park and
Kennedy Space Center Visitor Complex
continue to be recognized in the news
media and through various awards.
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Delaware North Companies Sportservice
As the dark clouds of economic recession
began gathering during the second half of
2008, Delaware North Companies Sportservice
was nevertheless well-prepared and positioned
for the future.
Under the leadership of President Rick Abramson,
Sportservice was undeterred in continuing to
expand its client base, adding four new accounts
and increasing the scope of several others,
especially in retail merchandising.
Sportservice was also ahead of the game in
anticipating customers would be looking to stretch
their dollars in 2009. Working with its Major
League Baseball clients, the company introduced
bundled value meals at all of its ballparks and
$1 concession items at select locations. Fans
responded by gobbling up the special deals,
helping Sportservice clients provide another
reason for families to make the ballpark their
destination of choice for entertainment.
“The Jacobs family invented the concessions
business and guided the company through the
Great Depression and other challenging economic
times,” Abramson said. “Sportservice will continue
to innovate and always find ways to succeed.”
Over the last year, Sportservice was also bolstered
by strong showings from a number of client teams,
including the Milwaukee Brewers, Chicago White
Sox and Los Angeles Dodgers, all of which made
the 2008 playoffs. The Brewers were joined by the
Detroit Tigers in helping Sportservice by posting
attendance records.
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The Columbus Blue Jackets made their first-ever
NHL playoff appearance in May, and Sportservice
was there to provide Nationwide Arena fans with
great food and merchandise to celebrate.
But the brightest spot for Sportservice once again
was at Delaware North’s own TD Garden in
Boston. On the heels of the Celtics’ 2008 world
championship campaign and playoff appearance by
the Bruins, each team posted an impressive regular
season in 2008-09 – the Bruins led the Eastern
Conference – and followed with two exciting
playoff series.
New York, New York
In 2010, Sportservice will have a larger presence
in the NFL – and in the Big Apple – when the
company begins operating food and beverage
concessions, premium dining, catering and
retail services for the New York Giants and Jets.
Sportservice was selected through a competitive
bidding process by the New Meadowlands Stadium
Co., the two teams’ joint venture developing the
world-class venue. A formal announcement is
being planned for later this year. The Jets and
Giants represent the fifth and sixth NFL clients
for Sportservice.
Located near the current stadium in New Jersey,
the $1.7 billion New Meadowlands Stadium will
seat 82,000 fans, including 17,000 indoor seats
in clubs and suites. It will feature more than
800 points of sale, and a catered tailgating area
outside the stadium will serve fans arriving via
commuter rail.
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“Delaware North Companies Sportservice is
working with the Giants and Jets to develop a
unique, world-class experience for the fans at the
New Meadowlands,” Sportservice President Rick
Abramson said.
Sportservice anticipates operating a significant
catering business, as well as handling hospitality
and food service for large concerts and other
entertainment events at the New Meadowlands.
Bullish on New Jersey…and Glendale….
and Hartford
Sportservice’s presence in the New York-New
Jersey area will grow even larger in 2010 with a
contract to operate food and beverage services at
the new Red Bull Arena.
The soccer-specific venue is being built to serve
as the home of Red Bull New York, the Major
League Soccer (MLS) team formerly known as the
MetroStars before being purchased by Austrian
energy drink producer Red Bull. The new arena
in Harrison, N.J., will seat 25,000 fans under a
European-style roof that leaves the field open.
Sportservice has been spreading out in other
regions as well. Earlier this year, the company
opened Camelback Ranch, the impressive new
spring training home of the Los Angeles Dodgers
and Chicago White Sox in Glendale, Ariz.
Sportservice is providing all concessions,
premium dining, catering and retail services
at the 10,000-seat ballpark, which includes
12 private suites and an all-inclusive premium
seating area behind home plate. The ballpark
set a Cactus League attendance record in spring
2009, and Sportservice helped make the venue’s
first-ever concert, featuring Bob Dylan and John
Mellencamp in August, a great success.
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In September 2008, Sportservice began operating
food and beverage services at the XL Center
in Hartford, Conn., the state’s largest indoor
sports and entertainment facility. The XL Center
is the home of the national power University
of Connecticut Huskies men’s and women’s
basketball teams, and the Hartford Wolf Pack
of the American Hockey League.
Getting ready for Twins
Sportservice has been ramping up its new
operation in Minneapolis-St. Paul in
preparation for the inaugural season next
year at Target Field, the Minnesota Twins’
signature ballpark. The company will handle
all concessions, catering, premium dining
and retail for the 40,000-seat ballpark.
Sportservice took over management of the team’s
two suburban retail stores in November, and in
January handled retail sales at the annual Twin
Fest at the Metrodome. Sportservice worked
with the team on sponsorships and themes for
planned restaurants and clubs at Target Field and
continued planning menus and assembling the
culinary and retail teams.
Widening the retail trail
Sportservice continued to expand its retail
operations – in terms of revenue, scope of
retail stores and number of clients.
The company’s revenue growth was fueled by
strong sales for a number of client teams, most
notably the Boston Bruins, Los Angeles Dodgers
and Milwaukee Brewers, who were honored as the
MLB Retail Club of the Year for 2008.
At Miller Park, 2008 saw Sportservice open the
new Brewers Team Store at Home Plate Gate
and then fully renovate the Brewers Team Store
by Majestic Athletic in time for the start of the
2009 season. In St. Louis, Sportservice opened
a new TOUCH by Alyssa Milano boutique store
at Busch Stadium and Cardinals Team Store
presented by Nike at nearby Ballpark Village in
time for the 2009 All-Star Game. After taking
over retail operations for the Buffalo Bills in mid2008, Sportservice greatly expanded the number
of retail outlets at Ralph Wilson Stadium.
In addition to the Bills account, Sportservice
took over management of the Columbus Blue
Jackets’ retail stores prior to the start of hockey
season, as well as the Twins’ stores located outside
of the stadium.
An all-star performance in St. Louis
The 2009 MLB All-Star Game might well have
been the largest-ever Sportservice operation,
feeding 150,000 people and selling merchandise
to likely just as many fans over the four-day event
in St. Louis. Regardless, there’s no doubting it
was one of the company’s shining moments.
Sportservice received praise from many quarters
for its ability to offer St. Louis favorites such as
pulled pork in sweet St. Louis-style barbeque
sauce and toasted ravioli in both concessions
and premium areas. Chefs and culinary
managers from across the company pitched in
at Busch Stadium and the temporary operation
Sportservice erected in Ballpark Village to cater
MLB’s two big parties, each of which drew more
than 4,000 guests.
It was the first time MLB selected the All-Star
Game venue concessionaire to cater its gala and
pregame party. Meanwhile, Sportservice’s new
stores and Ballpark Village kiosks helped achieve
what is believed to be the highest retail sales ever
for the Mid-Summer Classic.
To top it off, Sportservice hosted a pregame
reception that drew several clients and MLB
team executives, as well as Baseball Hall of
Fame members Harmon Killebrew and
Ferguson Jenkins.
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Grand venue, grand menu
Two exciting events over the last year spotlighted
the restored Grand Ballroom of the historic
Plaza hotel in New York City.
The iconic Grand Ballroom, operated through a
partnership between Sportservice and New York
caterer Great Performances, was selected
by NBC to host the reception for “Today
Throws a Wedding.”
Seen by millions, the live show in July afforded
one lucky couple a fantasy wedding and reception
within the gilded splendor of the landmark
ballroom, which was restored by Delaware North.
Also on the show, CPS Events unveiled a new
signature drink, the Pomona.
In August 2008, CPS Events hosted a dinner
for a select crowd of 250 New York City
insiders to celebrate the ballroom’s 100-Mile
Menu, composed solely of ingredients sourced
within a 100-mile radius of New York City.
The Plaza Grand Ballroom was the first major
entertainment and event venue in the country to
incorporate the 100-Mile “field to fork” concept
into all of its menus.
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Family values
Sportservice and its Major League Baseball clients
received plenty of positive press for bringing
family-friendly pricing to ballparks for the 2009
season. In addition to regional media such as the
Milwaukee Journal Sentinel and Cincinnati Business Courier,
ESPN the Magazine credited Sportservice’s efforts and
quoted President Rick Abramson: “A family can
come to the ballpark and enjoy the experience on
a fixed budget.”
Another family-friendly effort of Sportservice was
expanding menu choices at several Major League
ballparks hosting home openers on Good Friday,
on which Roman Catholics are to abstain from
eating meat. For example, in San Diego, Padres
fans enjoyed whole roasted fish, shrimp burritos,
fruit cups, salads, clam chowder and fish ‘n chips.
Helping farms
Willie Nelson, Dave Matthews and John
Mellencamp helped provide the music, and
Sportservice provided the appropriate food
for the Farm Aid annual benefit concert
September 20 at the Comcast Center in
Mansfield, Mass.
Sportservice put the environment and the role
family farmers play in protecting it center stage
by serving guests, crews, artists and VIPs familyfarm food. Sportservice’s menus included pizza,
hamburgers, hot dogs, sandwiches, burritos,
corn on the cob, baked goods and fresh fruits.
Going healthier in Cleveland
As more and more fans in recent years have
sought to eat healthier at sporting events,
Sportservice has played a major role in fulfilling
their wishes with ever-broader menus featuring
vegetarian and other lower-calorie fare.
HIGHLIGHTS
Sportservice adds another marquee account with
the New Meadowlands Stadium in New Jersey,
which will serve as the home of the NFL New
York Giants and New York Jets beginning in
2010. The state-of-the-art venue will also host
top college football games, concerts and many
other events.
Not far from the New Meadowlands,
Sportservice will begin operating at the new
Red Bull Arena in Harrison, N.J., in 2010.
The 25,000-seat, soccer-specific venue will
be home to Major League Soccer’s Red Bull
New York team.
Sportservice continues to grow its retail business,
adding the Buffalo Bills, Columbus Blue Jackets,
Minnesota Twins, New York Giants and New
York Jets to its lineup.
For the 2008 season, Sportservice took the
trend a step further by offering a new line of
ultrahealthy menu options at Progressive Field
under the world-famous Cleveland Clinic’s Go!
Foods program. Sportservice Regional Executive
Chef James Major developed a number of dishes
for suite and club menus, and concessions items
for a new grab ’n go station, all meeting strict
nutritional standards: no trans fats; no more
than 4 grams of saturated fats for main dishes
and 2 grams for salads, soups and desserts; and
less than 600 milligrams of sodium for main
dishes and 480 grams for sides and desserts.
Among the Go! Foods menu items are fresh
fruit and veggie cups, yogurt parfaits, vegetable
chili, guacamole with whole-grain chips, Waldorf
salad, grilled chicken and salmon sliders.
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38
Travel Hospitality Services
With the airport travel sector hard hit by
the economic recession during the last year,
Services nevertheless aggressively reinvested in
the 60-plus-year-old business.
The results, quite frankly, have been astounding.
Under the leadership of operating company
President Matt King and a new business
development team, Delaware North announced
a wave of strategic alliances with high-profile
national brands such as The Travel Channel
and Which Wich.
Some of these new partnerships are providing
Delaware North with added appeal in seeking
new and expanded airport contracts. Others
have already resulted in completed or soon-tobe-developed new locations, including Sports
Illustrated, Heineken, The Coffee Bean & Tea
Leaf, Moe’s Southwestern Grill, and Pink’s
Hot Dogs.
Pink’s, a second location of the well-known
Hollywood gourmet hot dog restaurant, is just
one of a number of new concepts that Delaware
North is adding or has added over the last year
that fits the company’s innovative Gateway
Concept. Delaware North works to select
appropriate local, regional and national brands
that enable airports to reflect their communities
and serve as economic engines for the region.
Services is well-positioned to increase its market
share as one of the nation’s leading airport food
service and retail companies.
Illustrating Delaware North’s value in Detroit
In September 2008, Delaware North opened six
new food and retail concepts, including the firstof-its-kind Sports Illustrated retail store, when
Detroit Metropolitan Wayne County Airport
unveiled its new North Terminal.
The SI store features an array of SI-branded
consumer products and branded merchandise
of the area’s professional (Red Wings, Tigers,
Pistons, Lions) and college (Michigan State
University and the University of Michigan)
sports teams. Delaware North also created
interactive kiosks where fans can access the latest
sports news at SI.COM and visit SI VAULT,
the magazine’s online archive containing
150,000 stories, 2,800 covers and more than
500,000 photographs.
Additionally, Delaware North opened a
second location of Detroit’s popular
Hockeytown Café, a Le Petit Bistro, an
Everything ASAP shop, a new T.G.I. Friday’s
restaurant, and a Gayle’s Chocolates.
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Delaware North also opened a Popeye’s
Louisiana Kitchen restaurant, famous for its
chicken and biscuits, in the airport’s McNamara
Terminal, the first food and beverage concept
Delaware North has operated in the airport’s
A concourse. With the opening of these new
concepts, Delaware North now operates more
than 30 retail and restaurant locations in
the airport.
We love L.A.
In July, Los Angeles International Airport
(LAX) awarded Delaware North Companies a
contract extension to continue operating the
popular Daily Grill restaurant, the largest
full-service airport restaurant in the United
States, through 2013.
The Daily Grill features a private dining room,
intimate booths and large bar. Delaware North
will undertake renovations to open up the
floor plan, modernize the bar and update
the exterior facade.
Equally exciting, the extension includes the
go-ahead for Delaware North to bring Pink’s
to LAX. Pink’s will arrive at the Tom Bradley
International Terminal of LAX later this year.
The Hollywood restaurant dates back to the
40
‘30s and is a favorite of many celebrities,
with customers routinely lining up outside
its busy doors.
Turning over a new leaf
Earlier this year, Delaware North struck an
exclusive partnership deal with The Coffee
Bean & Tea Leaf. In addition to opening new
shops in Ontario International Airport in
California and Phoenix Sky Harbor Airport last
year, Delaware North is set to open two more
shops this fall in Detroit Metropolitan Wayne
County Airport.
The Coffee Bean & Tea Leaf, a privately owned
chain of specialty coffee and tea stores based
in Southern California, is now Delaware
North’s preferred coffee concept. The concept
is known for its signature coffees, teas and Ice
Blended® drinks.
New gateway a brewin’
Boulder Beer Co., founded in 1979, was
Colorado’s first microbrewery. That gives
the enterprise a special place in the
microbrewery landscape, given the state’s
status as a major player in the increasingly
popular microbrew industry.
Knowing a great Gateway Concept when we see
one, Delaware North opened the Boulder Beer
Tap House in Denver International Airport in
summer 2008. Now travelers to Denver can
taste some of the most flavorful beer in the
world from the still-operating brewery, which
celebrated its 30th anniversary this year.
“We’re passionate about the cities and airports
in which we operate and we work hard to find
concepts that embody their cultures,” King said.
Channeling all travelers
Few things are more important to travelers
than great experiences…and great hospitality
while enjoying those experiences. So, imagine
combining Delaware North’s world-class
hospitality with Travel Channel’s dedication
to exploring extraordinary travel experiences.
Delaware North did, and the result will be a
unique retail experience for millions of travelers.
Earlier this year, the company announced an
exclusive partnership with the Travel Channel
to develop retail stores at airports throughout
the United States. The Travel Channel stores
will entertain shoppers with the prominent
display of Travel Channel’s extensive library
of media content, travel-related products and
merchandise for fans of the channel’s popular
television shows.
Give me Heineken
Newark Liberty International Airport now
boasts one of the best airport bars in the
country, according to ForbesTraveler.com,
thanks to Delaware North and its opening
of the first Heineken Lounge in December.
Delaware North leveraged the international
brand to create a premium, welcoming
experience for the millions of travelers who
stream through the airport each year. The
moodily lit, nightclub-quality bar is outfitted
with white-leather couches and features,
naturally, the Netherlands’ favorite beer on tap.
In addition, travelers can enjoy other libations,
premium snacks and light tapas-style meals.
Delaware North keeps the music alive
in Austin
Austin-Bergstrom International Airport has
become well-known for the live music it has
featured for more than a decade, with area
bands of all genres entertaining travelers and
celebrating the city’s rich musical heritage.
But when the airport’s music program was
suddenly jeopardized by the pullout of a
major sponsor, Delaware North stepped in
to plug the funding gap. The airport’s main
venues for live music are Delaware Northoperated Ray Benson’s Roadhouse, Lefty’s
Bar & Grille, Earl Campbell’s Sports Bar
and Waterloo Records/Austin City Limits.
Since it was introduced in 1999, the airport’s
music program has grown from two to 11 shows a
week. In addition, when the airport celebrated its
10th birthday this year, Delaware North provided
free birthday cake, live music and discounted
concessions for all ticketed guests.
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We can handle it
At Newark Liberty International Airport,
Delaware North’s performance in transitioning
one airport concept helped the company win
the right to develop another in an unused
airport space.
The airport awarded Delaware North the
opportunity to operate an A&W Root Beer
stand after the company completed the successful
turnover of a Seattle’s Best coffee concept to
a Jake’s Coffeehouse. The company’s efforts
impressed the airport and helped earn the
additional opportunity.
Doing fine in Oklahoma
Another airport. More great concepts from
Delaware North. The company this year added
two new restaurants in Will Rogers World
Airport in Oklahoma City: Moe’s Southwest
Grill and The Salt Lick Bar-B-Que.
Dropping anchor in Buffalo
Travelers shuffling off to and from Buffalo
are now enjoying a much-expanded array
of restaurant choices in Buffalo Niagara
International Airport, thanks to the completion
this summer of the majority of Delaware North’s
$7.5 million renovation and expansion project.
The fun and engaging Moe’s Southwest Grill is a
fast-casual concept serving a wide variety of fresh,
made-to-order Southwest fare. The Oklahoma
location is Delaware North’s first Moe’s, but
promises not to be its last. The Salt Lick is a
Southern barbecue restaurant that originated
in Texas. Delaware North opened its first Salt
Lick in Austin-Bergstrom International
Airport in 2007.
The new offerings include the Labatt Blue
Zone and a food court featuring such concepts
as Villa Italian Kitchen, Freshens, Checkers
and the Anchor Bar, a tourist destination
that has bragging rights as the birthplace of
Buffalo chicken wings. Delaware North also
opened the new Lake Erie Pub, a presecurity
lounge featuring a variety of light fare, and an
Everything ASAP travel convenience store.
Man, are these guys busy!
Delaware North’s busy year of putting fresh
new concepts in airports included Memphis
and Richmond, Va.
Through an exclusive partnership, Delaware
North is bringing one additional new concept,
the innovative new sandwich chain Which Wich,
to the airport this winter.
Memphis City Blues, a relaxing new wine bar
featuring a large selection of wines, spirits
and gourmet food, opened in Memphis
International Airport. Delaware North also
introduced the Samuel Adams Brewhouse in
Richmond International Airport.
Checkmate
In yet another example of how Delaware North
Companies Travel Hospitality Services has forged
exciting new partnerships, the company opened
its first Checkers restaurant and two others in
Western New York.
Two of the casual-dining restaurants, known
for their outstanding burgers, fries and
milkshakes, were opened on the New York
State Thruway and another in Buffalo Niagara
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Take a bow, Delaware North
Airports Council International (ACI)
announced the top-performing airports in
the Airport Service Quality (ASQ) survey
earlier this year. Airports at which Delaware
North operates that were honored: AustinBergstrom International Airport, Detroit
Metropolitan Wayne County Airport,
Dallas/Fort Worth International Airport
and Denver International Airport.
Airport Revenue News (ARN) tapped a number of
airports in which Delaware North operates as
winners of 2009 Best Airport Concessions
Awards: Newark Liberty International Airport,
Phoenix Sky Harbor International Airport,
Dallas/Fort Worth International Airport,
Nashville International Airport, Albuquerque
International Sunport and Minneapolis-St. Paul
For the first time ever, ARN also polled frequent
travelers about their favorite airports, and
Minneapolis airport was recognized for having
the best retail offerings. Delaware North
operates a number of retail stores in the
airport, including proprietary concepts
Everything ASAP and Gadgets 2 Go.
Los Angeles International Airport’s Encounter
Restaurant, operated by Delaware North, was
recognized as one of the best airport restaurants
in the country, according to popular culinary
magazine Food & Wine. Encounter Restaurant
is well-known for its space-age décor and
360-degree views. Meanwhile, Travel + Leisure
put two Delaware North restaurants – The
Encounter and The Salt Like Bar-B-Que –
on its list of the nine best airport eateries
in the world.
HIGHLIGHTS
Delaware North strikes up strategic partnerships,
many of them positioning the company as the
exclusive airport operator, with a number of
exciting national and international brands such
as The Travel Channel, The Coffee Bean & Tea
Leaf, and Which Wich.
The company completes the development of
more than 25 new restaurants and shops in
airports around the country, including many
first-ever concepts such as the Heineken
Lounge in Newark and the Sports Illustrated
Store in Detroit.
Along with the great national brands, Delaware
North expands its pioneering Gateway Concept
with new restaurants and stores reflecting
regional culture and heritage. Examples include
Hockeytown Café in Detroit and the Pink’s Hot
Dogs planned for LAX.
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GuestPath
®
When Delaware North developed GuestPath®, its
data-driven continuous improvement process,
it had one thing in mind: providing exceptional
experiences to its 500 million customers around
the world. Now celebrating its fifth year as part of
Delaware North’s core competencies, GuestPath®
has been implemented companywide. More
importantly, it has become part of the fabric
of Delaware North’s being.
To celebrate GuestPath®’s fifth anniversary,
Delaware North declared 2009 the Year of the
Guest and went on the road to tape GuestPath® in
action. The result is a library of online videos that
shows what it takes to create special experiences,
not to mention how paying attention to guests can
strengthen an operation. Even clients were happy
to make cameo appearances on GuestPath® TV.
We’re replaceable
Delaware North’s internal motto is: One company.
One brand. One vision. Perhaps nowhere is this
played out more completely than in the area of
customer service. Indeed, one of the strengths of
the GuestPath® team is its ability to cross operating
company lines. Because business partners are
responsible for regions rather than subsidiaries,
each business partner can easily cover for another.
The structure works so well, Delaware North is
beginning to apply it to other areas of the company.
If they’re happy, they will spend
GuestPath®’s ability to improve guests’ experiences
is undisputed. But it wasn’t until Delaware North
decided to examine the relationship between
satisfaction and spending that an additional
advantage of GuestPath® came to light. Using
the company-owned resort Tenaya Lodge and
Yosemite National Park’s The Ahwahnee as
case studies, Delaware North set out with a
hunch: Happy guests spend more.
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To determine if the notion had validity, the
GuestPath® team went to work. The first task was
to comb through GuestPath® data revealing the
satisfaction levels of former guests. Second, the
guests’ folios were pulled so that discretionary
spending (i.e., purchases other than the nightly
room charge) could be charted. In the end, the
data showed a positive relationship between good
experiences and guests’ discretionary spending
while at the resorts. Furthermore, the study
revealed the amount of discretionary spending for
things like food, spa treatments and retail items
increased as a guest’s satisfaction increased, thus
suggesting a correlation between the two.
Nowhere to hide
Since its founding five years ago, GuestPath®
has been embraced by Delaware North associates
at all levels of the organization. Recognition of
the system, however, is now extending beyond
Delaware North’s 50,000 employees. It has been
instrumental in the company’s winning new
business at places like Target Field and the New
Meadowlands, as well as the reason Delaware
North officials have been invited to speak at
industry conferences.
GuestPath® even managed to help Delaware North
Companies Travel Hospitality Services broaden
its reach in Newark Liberty International Airport.
When airport officials needed an operator to
tend to an ailing coffee concept and later, to
fill an empty spot, Delaware North got the nod.
The reason? GuestPath® has made a measurable
difference in the busy New Jersey air terminal.
Walking the GuestPath®
Senior managers responsible for leading Delaware
North’s Australian and U.K. operations were
enlightened, if not humbled, when they donned
uniforms and spent the day as frontline associates.
The exercise – called Walking the GuestPath® –
is a worthwhile and lighthearted tradition at
Delaware North. Executives learn firsthand
what it takes to create special experiences for
guests while taking orders, flipping burgers
and stocking refrigerators.
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Culinary
Despite more than 90 years in the
food business, Delaware North continues
to find ways to keep its culinary expertise
at the forefront of the industry. The past
year was especially noteworthy. A maiden
journey to the International Culinary
Olympics, a show-stopping performance
at the MLB All-Star Game, award-winning
performances from individual chefs and
a renewed commitment to having the best
chefs in the world are just some of the
stories we have to tell.
They came back with hardware
Delaware North left the 2008 International
Culinary Olympics with three medals and
two diplomas, thanks to the efforts of the
chefs who competed under the company’s
banner. They are: Tab Daulton, executive
chef at HSBC Arena in Buffalo, N.Y.; Kevin
Doherty, a regional chef for Sportservice
and executive chef at TD Garden in Boston;
Scott Green, executive chef at Fairgrounds
Gaming & Racing in Hamburg, N.Y.; and
Ambarish Lulay, executive sous chef at
PETCO Park in San Diego.
The chefs were coached by Roland Henin,
Delaware North’s corporate chef and chief
culinary ambassador. Henin, one of only
60 or so American Culinary Federationcertified master chefs in the United States,
is a highly regarded culinarian with
significant coaching experience at the
international level. He led the American
national team to a gold medal in the
1992 Culinary World Cup, and was the
coach of Team USA at the Bocuse d’Or
event in Lyon, France, last January.
46
More than medals
Jeremy Jacobs Jr., Delaware North principal and
the force behind the company’s campaign to be
the most respected culinary company in the world,
described the chefs’ Olympic accomplishments as
“phenomenal” after the final awards ceremony.
“You exceeded all of our expectations,” Jacobs
told the chefs.
The road to the Olympics is just one in a series of
efforts Delaware North undertook several years ago
to demonstrate its expertise in every manner of
food service. The company established the sports
concessions industry nearly a century ago, and is
oftentimes more closely identified with casual fare
than it is with high-end cuisine.
“The fact is, we have incredible culinary talent,”
Jacobs said. “And we’re determined to tell that
story to our clients and guests.”
Delaware North operates The Ahwahnee, arguably
the most luxurious and fabled hotel in the national
park system. In addition, two of the company’s
airport restaurants – Salt Lick Bar-B-Que in
Austin-Bergstrom International Aiport and The
Encounter at Los Angeles International Airport –
were named two of the nine best airport eateries in
the world by Travel + Leisure.
All-stars off the field
Delaware North handled all of the culinary
needs of MLB’s annual All-Star Game last July,
including the pregame catering. Chefs were intent
on using their skills not only to provide delectable
cuisine, but to put host city St. Louis in the
international spotlight. They took great pains to
use local ingredients and present menu items that
are favorites of the Gateway to the West.
Championship chefs
Delaware North encourages participation in
culinary competitions, and more than ever, chefs
are taking advantage of the opportunities to test
their mettle. From Yosemite to Boston to London
and many places in between, Delaware North
culinarians took home top prizes from regional
and national contests.
Staying close to home
As further evidence of its commitment to organic
and sustainable cuisine, CPS Events at The Plaza,
a partnership between Delaware North and
Manhattan-based Great Performances, hosted a
100-Mile Menu dinner for a select crowd of New
York City insiders. Serving a menu comprised
solely of ingredients sourced within a 100-mile
radius of the city, CPS Events indulged more than
250 invited guests with a “Country Chic” buffet
dinner featuring locally grown or sourced food,
wines and spirits.
Not resting on its laurels
International competitions, grand-scale events
and awards notwithstanding, Delaware North
keeps a watchful eye on a number of initiatives
it began several years ago. They include:
he Culinary and Hospitality Council that
T
was formed in 2003. It is a group that meets
every other month to examine issues such
as recruitment, retention, training
and standards.
andatory ACF certification of all Delaware
M
North chefs within three years of joining the
company. Delaware North pays for the training
and the exam, and makes it possible for chefs
to have time away from their jobs in order to
prepare for and take the exam.
he continuation of culinary scholarships in the
T
name of Delaware North at the Culinary Institute
of America and at Johnson & Wales University.
he Delaware North Food & Beverage Summit,
T
a weeklong developmental and teambuilding
experience designed to give company chefs
and front-of-the-house staff much-needed
time away from the kitchen for the sake of
meeting colleagues, learning about trends
and discussing challenges.
47
Retail
The secret of Delaware North’s retail expertise
and experience is apparently out. At least that’s
the conclusion to be drawn from the impressive
list of brand names that have placed their trust in
Delaware North to manage their most important
retail locations or introduce their retail brands
to the marketplace.
Over the last year, both longtime sports journalism
leader Sports Illustrated and the Travel Channel,
the only television network devoted exclusively to
travel entertainment, enlisted Delaware North
Companies Travel Hospitality Services to help
them take their well-known media brands to
the retail sector.
In September 2008, Delaware North opened
the first-ever Sports Illustrated store in Detroit
Metropolitan Wayne County Airport. Earlier
this year, it was announced that Delaware North
has the exclusive rights to develop and operate
Travel Channel stores in airports nationwide.
Then there is the growing list of major sports
franchises that have turned to Delaware North
Companies Sportservice to operate their teambranded retail stores – both at their sports venues
and in additional locations such as shopping malls.
Since summer 2008, Sportservice has taken over
retail operations for the Buffalo Bills, Columbus
Blue Jackets and Minnesota Twins. New accounts
with other new high-profile sports clients are
in the works.
Sportservice already handles retail operations
for the Boston Bruins, Chicago Bears, St. Louis
Cardinals and a dozen other franchises.
The right stuff
The way people shop at airports has changed
significantly since the Sept. 11, 2001, terrorist
attacks and continues to change as travelers look
for value and convenience.
48
Recognizing this, Delaware North Companies
Travel Hospitality Services developed an innovative
proprietary brand of airport convenience stores
called Everything ASAP. The stores have opened in
the Detroit, Minneapolis and Buffalo airports.
USA Today highlighted the stores and their focus on
providing customers with value and convenience
by offering full-size toiletries, cosmetics and overthe-counter medications in addition to snacks and
souvenirs. The story noted that customers, many of
whom want to skip an extra trip to a convenience
store on the drive from the airport, are no longer
willing to pay premium prices for small quantities
of these items.
Pushing Pepsi
The thousands of retail coolers and shelves that
Delaware North Companies oversees at its various
operations now feature the broad spectrum of
beloved brand-name beverages and foods of
PepsiCo. That’s thanks to a seven-year, $95
million national agreement the companies
signed earlier this year.
It’s the first time in its nearly 100-year history that
Delaware North Companies has joined forces with
PepsiCo, coming in as one of the soft-drink giant’s
top-five accounts. The decision, which came after a
lengthy review process, was made in part because of
PepsiCo’s outstanding social responsibility platform.
Among PepsiCo’s brands: Pepsi, Diet Pepsi,
Mtn Dew and other carbonated drinks; Gatorade
sports drink; Tropicana juices; Aquafina water;
Frito-Lay snacks such as Lays and Doritos; and
Quaker breakfast and snack products.
A retail all-star
If you were a fan attending the 2009 Major
League Baseball All-Star Game and associated
events in St. Louis in 2009, chances are you
stopped by a Delaware North Companies
Sportservice-operated retail location.
That’s because Sportservice was all over the
place. It opened new stores inside Busch
Stadium, including a popular TOUCH
by Alyssa Milano boutique store, as well as
one outside in nearby Ballpark Village: The
Cardinals Team Store presented by Nike.
Sportservice also set up retail kiosks around
the perimeter of the stadium and several
Majestic brand tents.
The result was sales of MLB, All-Star Game and
Cardinals apparel and merchandise that are
believed to have set a record for the event. It
was also the latest example of Sportservice being
adept at setting up a large retail operation for
a special event. It handled a similarly successful
retail operation at Ralph Wilson Stadium in
Buffalo, N.Y., for the first National Hockey
League Winter Classic in 2008.
That’s our bag, man
As those familiar with Delaware North’s
successful GreenPath® environmental
management system know, initiatives that help
preserve the environment can be beneficial in
many different ways.
So, it should come as no surprise that the
reusable shopping bags that first appeared
in Delaware North Companies Parks &
Resorts locations quickly became a popular
item for guests to add on to their purchases,
reducing paper-bag costs and enhancing direct
branding efforts, in addition to helping the
environment.
At the company’s Grand Canyon retail stores,
for example, one of every six customers was
purchasing a bag this spring. The attractive
bags, which feature the GreenPath® and other
appropriate Delaware North or client logos,
are being rolled out at Delaware North’s
airport and sports venue retail locations
throughout the year.
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50
Corporate Social Reponsibility
and GreenPath
®
From the earliest days of its incorporation, Delaware
North has been bolstering its communities with
gifts of time, talent and treasure. Nearly a century
later, Delaware North is a major global company.
And true to its roots, evidence of that deep sense
of social responsibility instilled in it by its founders
can be seen throughout the world. On inner-city
streets in its hometown of Buffalo, N.Y., where
organizations are working to give children a shot at
the American dream. In Australia, where associates
came together this year to help those whose lives
were upset by bushfires. In Boston, where the staff
believes no one should be cold or hungry. Especially
on Thanksgiving. In Fort Lauderdale, where a man
who once had no home now has a job and a place to
call his own. In boardrooms, in hospitals, in food
pantries. Everywhere people are working to make
life a little easier for those who hurt. That’s where
you’ll find Delaware North.
Time to talk
For the first time in its 95-year history, Delaware
North made an attempt to put its arms around
the multitude of contributions, undertakings
and volunteer efforts that fall under the social
responsibility banner with the publication of a
social responsibility report. “We know it is
incomplete, and that it most likely always will
be. Still, we persevere. The time has come to share
the dedication and commitment of our associates
with the rest of the world, and to inspire others
to give back,” said the Jacobs family in the opening
letter to stakeholders.
Home sweet home
In the wake of the worst natural disaster ever to
occur on U.S. soil, Delaware North stepped up and
announced plans to help its associates and other
residents of New Orleans. Since then, the company
has built a long-term partnership with New Orleans
Habitat for Humanity, which included funding the
building of two homes in neighborhoods ravaged by
Hurricane Katrina. What could be better? Delaware
North thought of one thing: a celebratory dinner
prepared by Delaware North Corporate Chef and
Chief Culinary Ambassador Roland Henin.
A responsible employer
Delaware North takes a broad view of social
responsibility that extends inward to associates
and outward to vendors, clients and guests. Where
associates are concerned, the company believes its
success has always depended on them. So, 2009 was
the year of the unveiling of Delaware North Career
Path, the name given to the employer brand. That
is, the partnership the company has with its associates
in the development of their careers. Included in
Delaware North Career Path are total rewards
practices, company culture, training and other
initiatives aimed at helping associates develop their
skills, further their careers and achieve their goals.
Behind Delaware North Career Path is a belief in the
importance of fostering diversity by hiring associates
with different backgrounds, ethnicity, beliefs and
challenges. Delaware North has been recognized
on several occasions for its success in employing
older workers and those who have disadvantaged
backgrounds.
Charitable giving
Being a good corporate citizen means more than
simply writing checks. Delaware North thinks it
means making a difference in the lives of associates,
customers and clients, not to mention strengthening
the communities in which we live and work. The
company gave a minimum of $3.3 million last year
to charitable organizations, focusing on those that
work to eradicate hunger, strengthen education
and help disadvantaged children, especially through
sports and culinary programs.
The Boston Bruins Foundation at it again
Long known for its determination to improve the
quality of life for kids in New England, The Boston
Bruins Foundation has funneled more than $2
million into the community since 2003 when the
Jacobs family established the nonprofit foundation.
One recent example of the foundation’s work is
NHL Street, a program that gives kids a free athletic
and educational program. The foundation and the
NHL provide street hockey equipment and conduct
clinics for children ages 7-12, enabling schools and
youth centers to expand their recreational programs
and let kids play sports, a novelty for many.
51
No small endeavor
When Delaware North served fans at the Little
League Baseball® World Series in Williamsport,
Penn., it also aided numerous area not-for-profit
organizations. Through a unique vendor program,
the company allows charitable organizations in
the Williamsport area to vend different concession
stands during the 10-day event. The organizations
are then able to take home 10 percent of all
profits from their stands. Sportservice has
surpassed $250,000 in total donations at the
Little League World Series since the company
began operating at the event in 2001.
The practice has been in place throughout
Sportservice for many years, but it wasn’t until last
summer that Chef Jeramie Mitchell decided to put
a different spin on it. Faced with the opportunity
to put Sportservice in the international spotlight
by handling the culinary operation of the Major
League Baseball All-Star Game in St. Louis,
Mitchell not only tapped fellow Delaware North
chefs for assistance, he went to the local chapter
of the American Culinary Federation and invited
students to assist as well. The junior culinarians
had the doubly sweet experience of receiving
practical experience by working with nationally
recognized chefs at a major American sporting
event. Delaware North donated what it would
have paid in wages to the ACF.
April showers bring May flowers and vegetables
Delaware North celebrated Earth Day 2009 in
a variety of ways, including planting a garden at
the inner-city site of a Boys & Girls Club location
in Buffalo, N.Y. Not only did the garden teach
the children some principles of farming, they
were able to enjoy the literal fruits of their labor.
Families reaped what Delaware North helped sow.
ENVIRONMENTAL STEWARDSHIP
GreenPath®, Delaware North’s formal and
documented system of environmental management,
originated in 1999 in the Parks & Resorts division.
Its roots go back much earlier, however. Of all the
companies that bid on the Yosemite contract in the
early ‘90s, only Delaware North was willing to pay
for the cleanup and removal of leaking underground
storage tanks left by a previous park concessionaire.
This sense of environmental stewardship eventually
was articulated through a formal EMS. And thus,
GreenPath® was born. Delaware North associates
soon decided they wanted more. Not only did
they want to take pains to make GreenPath® a
permanent part of the Delaware North culture. They
wanted to demonstrate the depth of the company’s
commitment to the environment and inspire others
to follow suit. In 2001, GreenPath® became the first
EMS of a U.S. hospitality company to be registered
to the standards put forth by the International
Organization for Standardization (ISO 14001).
GreenPath® has been recognized nearly 50 times
with regional, national and even international awards
from organizations such as the U.S. Department
of the Interior, the U.S. National Park Service,
NASA, IMEX and the U.S. Travel Association. In
2008, Delaware North expanded GreenPath® into
all of its operating companies: Sportservice, Travel
Hospitality Services, Gaming & Entertainment,
Boston and International. GreenPath® easily
transcends department and operating-company
walls, helping the company devise new and better
ways to protect the environment. And the results
speak for themselves. Delaware North has diverted
thousands of tons from the solid waste stream, saved
millions of gallons of water, and reduced energy
consumption while demonstrating its commitment
to do the right thing.
Taking a stand
TD Garden in Boston launched a number of new
recycling initiatives and has developed what may well
be the greenest concession stand in sports. One
of the Pile High deli locations uses Energy Star
equipment for long-term energy savings, purchases
produce from local vendors, recycles materials and
52
uses environmentally friendly cleaning supplies.
Testing such sustainable practices is a worthwhile
challenge. The arena seats nearly 20,000 people
and is one of the busiest indoor entertainment
and sports venues in the world.
Reduce, reuse, recycle
Delaware North was lauded twice in as many years
by the U.S. National Park Service for the recycling
programs in place in Yosemite and Yellowstone
national parks.
One company’s trash is another’s treasure
At PETCO Park, where as many as 42,500 San
Diego Padres fans devour peanuts, Diego dogs and
fish tacos during a game, they don’t just track the
food that’s eaten. They count the food that’s not
eaten. By the ton. It’s a part of a comprehensive
food waste diversion program in which associates
collect the remains of hot dog buns, peanut shells,
popcorn and other foods, compost them and turn
them into fertilizer. In 2008, more than 153 tons
of food scraps – approximately 2 tons per game –
were diverted from local landfills.
Making the whole world greener
Delaware North’s commitment to environmental
stewardship extends to all of its worldwide
operations. Delaware North Australia and New
Zealand appointed a manager of corporate social
responsibility in 2008, the first time someone
has been dedicated solely to social responsibility
for those Delaware North operations.
A first for airports
Services at Fort Lauderdale/Hollywood
International Airport made history in 2009
when it became the first airport concessionaire in
the United States to have its operation registered
to the standards put forth by the International
Organization for Standardization (ISO 14001).
The announcement came just nine months after
the location implemented GreenPath® and caught
the ears of those organizing the Airports Council
International – North America annual conference.
Delaware North was invited to speak about its
accomplishment to conference attendees.
All that’s green is gold
Delaware North missed the mark when it set out
to build Daytona Beach Kennel Club & Poker
Room to LEED’s (Leadership in Energy and
Environmental Design) silver standard. That is,
it overshot it. In the end, the property reached
the gold level, thanks to Delaware North’s
extra efforts such as recycling 95 percent of all
construction waste, and the building of a property
that is 40-percent more water-efficient and
25-percent more energy-efficient than the complex
it replaced. Daytona appears to be the only gaming
venue ever to meet LEED’s gold standard.
Four sites – Melbourne Zoo, Melbourne Park, The
Terrace and Sovereign Hill – are well on their way
down the GreenPath® and moving toward a carbonneutral business model. In 2008, 293.73 tons of
materials were recycled. In addition:
elaware North Companies Australia is
D
currently moving to Rainforest Alliance-certified
coffee. In this way, the company is helping to
maintain rainforests and improve biodiversity
for future generations.
elaware North Companies Australia has
D
introduced waterless woks into Billy Chu sites
in Melbourne and Adelaide airports, with others
to follow. Each wok reduces water use by 70
percent. At 5,000-plus liters a day, each waterless
wok saves over 1.4 million liters of water every year.
reen and healthy, Crisco Liquid Gold cooking
G
oil is being used extensively in Delaware North’s
operations in Australia. This unique oil is
cholesterol-free, gluten-free and virtually trans
fat-free. It is approved by Heart Foundation
Tick and comes in large 15-liter bags that don’t
produce as much packaging waste as smaller bags.
s the food and beverage provider for the
A
Australian Open, Delaware North is now
using 100-percent recycled packaging for
all food items.
53
Awards and Recognition
elaware North Companies Sportservice takes
D
three of the top-six spots on the 2008 PETA
list of best vegetarian-friendly ballparks.
F ood Management ranks Delaware North fourth on
its list of 50 top management companies.
aster Chef Roland Henin, Delaware North’s
M
corporate chef and chief culinary ambassador,
is recruited to coach Team USA in the 2009
international Bocuse d’Or cooking competition.
enin travels to Erfurt, Germany, with five
H
Delaware North chefs to compete in the
International Culinary Olympics. Chefs
Scott Green and Ambarish Lulay receive
silver medals; Chef Kevin Doherty receives
a bronze medal; and Chef Tab Daulton
receives a diploma.
elaware North Companies Parks & Resorts
D
at Yellowstone National Park receives a 2008
EcoStar Award for successful and efficient
waste reduction efforts at the historic park.
elaware North enjoys another successful
D
evening at the Restaurant & Caterers Association
(Victoria) 2008 Awards for Excellence. The
company is named caterer of the year and
receives two category awards: one in venue
catering and another in wedding catering.
elaware North at The Terrace, part of Royal
D
Botanic Garden Melbourne, is named wedding
caterer of the year, in light of the fact that in
2008 The Terrace was the wedding venue of
choice for 120 couples.
54
he Jacobs family receives the 2009 Hero
T
of the Heart award from the American Heart
Association for its contributions to improving
vascular health.
elaware North Companies again has a presence
D
on Forbes’ List of America’s Largest Private
Companies. The company is 207 on the roster.
elaware North Companies Sportservice helps
D
its client the Milwaukee Brewers receive Major
League Baseball’s (MLB) Retail Club of the
Year award. Sportservice handles the retail
operation for the Brewers.
he Yosemite National Park Deaf Services
T
Program is selected as the recipient of the 2008
National Park Service (NPS) Programmatic
Accessibility Achievement Award.
elaware North Companies Parks & Resorts is
D
twice lauded by the U.S. National Park Service,
receiving an environmental achievement award
in 2008 and 2009 for its recycling programs in
Yosemite and Yellowstone national parks.
S outhland Park Gaming & Racing is recognized
for its advertising efforts at the Voice Awards
in Las Vegas. The Delaware North gaming
destination’s “Be Lucky That Way” billboard
campaign is a finalist in the best outdoor
advertising category.
he Profit Sharing Council of America (PSCA)
T
gives Delaware North Companies an honorable
mention for its “The Right Direction” employee
benefits enrollment guide. The PSCA cites the
piece for being engaging, easy to understand
and full of positive messaging.
55
he Lodge at Geneva-on-the-Lake earns
T
recognition as the employer of the year for
hiring veterans in the state of Ohio.
elaware North Companies Chairman and
D
Chief Executive Officer Jeremy Jacobs is again
named one of the most influential people in
sports business, according to SportsBusiness Journal.
The popular sports business trade publication
publishes a list of the top 50 sports business
executives each year.
elaware North Companies Parks & Resorts
D
operates and manages two of the 500 best
hotels in the world, according to popular travel
magazine Travel + Leisure. Both The Ahwahnee in
Yosemite National Park and The BALSAMS
Grand Resort Hotel in New Hampshire make the
magazine’s list. Delaware North’s contract at The
BALSAMS ends several months afterward.
os Angeles International Airport’s Encounter
L
Restaurant is among the best airport restaurants
in the country, according to popular culinary
magazine Food & Wine.
he Encounter is again singled out when Travel
T
+ Leisure names it and Salt Lick Bar-B-Que two
of the nine best airport restaurants in the world.
Both are Delaware North operations.
asino Player names Wheeling Island HotelC
Casino-Racetrack best casino as part of its 2009
Best of Gaming awards. The Delaware Northowned and –operated gaming and entertainment
destination receives eight other first-place awards
from the respected publication.
elaware North Companies chefs from
D
Emirates Stadium in the United Kingdom
compete in the British Open Cookery
Championships. The team consists of Executive
Chef Kieran Moore and Chefs Mark Reynolds
and Oleg Ibragimov. Collectively, the group
earns one best-in-category award, one gold
award and two silver awards, along with a
certificate of merit.
56
echniques for Effective Alcohol Management
T
(TEAM) Coalition honors individual Delaware
North trainers for their commitment to
responsible alcohol management training of
their operations and concessions associates.
ennedy Space Center Visitor Complex is
K
honored with two safety awards from the United
Safety Council, a safety training organization
that promotes safety in every aspect of American
life. The property earns both the Vehicle Fleet
Safety Award for driving approximately 1.5
million miles in company vehicles without an
at-fault accident, and the Safety Achievement
Award for outstanding safety performance and
making great strides in improving procedures
and policies. Trudy Shomo receives the Certified
Occupational Safety Specialist of the Year Award
for her commitment to making the complex a
safe workplace.
A irport Revenue News (ARN) names numerous North
American airports within which Delaware
North operates winners of 2009 Best Airport
Concessions Awards. Those airports are: Newark
Liberty International Airport, Phoenix Sky
Harbor International Airport, Dallas/Fort Worth
International Airport, Nashville International
Airport, Albuquerque International Sunport and
Minneapolis-St. Paul International Airport.
elaware North Companies benefits publications
D
employing the theme “The Right Direction”
earn a second-place award for excellence in
training, advocacy and education at the Pension
& Investments Eddy Awards.
L odging Hospitality, a major trade publication of the
lodging industry, names Delaware North one
of the top management companies based on the
portfolio of properties it owns and/or operates.
irports Council International (ACI) announces
A
the top-performing airports in the Airport
Service Quality (ASQ) survey. Austin-Bergstrom
International Airport, Detroit Metropolitan
Wayne County Airport, Dallas/Fort Worth
International Airport and Denver International
Airport – four airports where Delaware North
has a presence – make the grade.
elaware North at Melbourne Zoo is named
D
caterer of the year by the Restaurant & Caterers
Association (Victoria) for professionalism,
vision and creativity of the front- and back-of
the-house teams in consistently delivering service
excellence in catering and hospitality.
elaware North Companies Principal Charlie
D
Jacobs is inducted into SportsBusiness Journal’s Forty
Under 40 class of 2009.
elaware North Companies receives a handful
D
of ADDY awards from the American Advertising
Federation for its 2008 annual retrospective and
a global branding video. Daytona Beach Kennel
Club & Poker Room’s team earns a bronze
ADDY for its consumer-focused Web site.
aytona Beach Kennel Club & Poker
D
Room achieves Leadership in Engineering
and Environmental Design (LEED) gold
certification from the United States Green
Building Council (USGBC). The gaming
facility is now the first LEED-certified project
in the city of Daytona Beach, Fla., and the first
gold-certified project in Volusia County.
D Garden receives a prestigious regional
T
Environmental Protection Agency (EPA) award.
The Garden and its associates receive the awards
for the considerable strides they’ve made in
reducing the building’s environmental impact.
In particular, The Garden provides newspaper
and bottle recycling opportunities for more than
20,000 commuters who walk through North
Station in Boston each day and 2.5 million
people who attend concerts, shows and sporting
events at the venue each year.
ETCO Park in San Diego is awarded
P
Recycler of the Year for 2008 by San Diego’s
Environmental Services Department. Delaware
North Companies Sportservice operates all
concessions, catering and retail at PETCO
Park and has helped integrate strong
environmental practices at the ballpark.
he Delaware North-operated Gideon
T
Putnam Resort and Roosevelt Baths & Spa are
included in the New York Post’s list of top 100
U.S. destinations within a six-hour drive or
one-hour flight of New York City.
embley Stadium in London is nominated as
W
a Venue of the Year in the Association of Event
Organizers (AEO) Excellence Awards and as a
finalist in the sales and marketing category of
the Official Football Hospitality Awards.
oston Bruins Head Coach Claude Julien is
B
named NHL coach of the year by The Sporting News,
one of the premier sports-news publications
in the United States. Soon after, General
Manager Peter Chiarelli is named NHL
executive of the year.
elaware North Companies is honored by the
D
Buffalo Niagara Partnership as a major Western
New York company that has thrived for 50
years or more. Delaware North was founded
in Buffalo, N.Y., in 1915.
team of chefs from TD Garden and nearby
A
Agganis Arena receive the highest overall
score for the third consecutive year during the
American Culinary Federation’s competition
at the University of Massachusetts at Amherst.
Competing chefs are: Kevin Doherty, Patrick
Kilduff, Josh Ingraham and Paul Hartz. The
Ahwahnee Executive Chef Percy Whatley
receives the highest overall score at another
ACF competition on the West Coast.
wo Delaware North locations—Southland
T
Park Gaming & Racing and Fort Lauderdale/
Hollywood International Airport—achieve
firsts in their industries by capturing ISO
14001 registration for their environmental
management systems.
mirates Stadium is voted best business venue
E
in the Enjoy England Awards for Excellence,
following its win in the Visit London Awards
in the same category. Emirates Stadium hosted
more than 1,000 business events in its first 18
months of operation.
57
Faces and Places
of Delaware North
Delaware North is nothing if not a
collage of some of the most remarkable
faces and places on the planet. No one
knows that better than our 50,000
associates. So, we asked them to take
their best shots – literally – and send
us photographs of the faces and places
that make us what we are. We received
hundreds of responses from every corner
of our company. We invite you to take
a look at the moments, the scenery, the
smiles and the experiences that fill our
days, and make up the kaleidoscope of
images that is Delaware North’s alone.
G
RAND PRIZE
Submitted by Jillian McRae, Kennedy
Space Center Visitor Complex.
Jillian McRae poses in front of a
space shuttle preparing to roll out
to the launch pad.
R UNNER-UP
Submitted by Shawn Mattox,
Rangers Ballpark in Arlington.
Shawn Mattox captures the
excitement of opening day 2009.
UNNER-UP
R
Submitted by Carrie Putz, Grand Canyon.
Delaware North associates show
their pride at the South Rim of the
Grand Canyon.
R
UNNER-UP
58
Submitted by David Stone,
Yosemite National Park.
Yosemite firefighter Gary Rosenfeld
demonstrates the power of water.
59
Executive Team and Corporate Information
LEADERSHIP
OPERATING MANAGEMENT
Jeremy M. Jacobs Sr.
Chairman & Chief Executive Officer
Boston Bruins
Peter Chiarelli, General Manager
Daniel J. Zimmer, Vice President, Business Operations
Jeremy M. Jacobs Jr.
Principal
Delaware North Companies Boston
(TD Garden)
John Wentzell, President
Louis M. Jacobs
Principal
Delaware North Companies Gaming & Entertainment
William J. Bissett, President
Charles M. Jacobs
Principal
Boston Bruins/Delaware North Companies Boston
(TD Garden)
Charles E. Moran Jr.
President & Chief Operating Officer
Kevin Kelly, President
Delaware North Companies Sportservice
Rick Abramson, President
Dennis J. Szefel
Chief Administrative Officer
Delaware North Companies Travel Hospitality Services
Matthew King, President
CORPORATE EXECUTIVE STAFF
Global Headquarters
40 Fountain Plaza
Buffalo, New York 14202
716.858.5000
Bruce W. Carlson
Vice President, Controller and Treasurer
Jeffrey Hess
Vice President, Retail
James Houser
Vice President, Facilities Project Management
Bryan J. Keller
Vice President, General Counsel & Secretary
ABOUT DELAWARE NORTH COMPANIES
Australia and New Zealand
Delaware North Companies International, Ltd.
Delaware North Companies Australia Pty. Ltd.
Level 2, 630 Church Street
Richmond, VIC 3121
Australia
61.(3)9413.6200 Main
61.(3)9429.3992 Fax
Jamel Perkins
Vice President, Information Technology
United Kingdom
Delaware North Companies (UK) Ltd.
12th Floor, York House
Empire Way
Wembley HA9 OWS
United Kingdom
44.(0)20.8795.9000 Main (Wembley Stadium)
44.(0)20.8795.9630 Managing Director
44.(0)20.8795.9640 Fax
Michael Reinert
Vice President, Supply Management Services
Web Site
www.DelawareNorth.com
Eileen Morgan
Vice President, Human Resources
Wendy A. Watkins
Vice President, Corporate Communications & Marketing
60
Jonathan Tribe, Managing Director
Simon Dobson, Managing Director, United Kingdom
Maria Kucherhan, Director of Marketing & Strategic Growth
www.DelawareNorth.com

2009 Delaware North Annual Report

Transcription

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