FOODTHOUGHT for - Cathay Pacific · 2004 did of course come with its own "unique" challenges for...
Transcript of FOODTHOUGHT for - Cathay Pacific · 2004 did of course come with its own "unique" challenges for...
In This Edition
Service Excellence in a New Era . . . 3
“Overseas Best Caterer of 2003“ 4
1st Runner up - Gone to CPCS
British Airways Recognizes CPCS as 4
a Partner in Excellence . . .
“Wok the Talk“ . . . 5
Ride High with New Hi-Loaders in CPCS 5
Safety Heroes . . . 2004 Airport Staff 6
Safety Recognition Scheme
Aeroflot . . . New First & Business Class 6
In-flight Service in Hong Kong
Eyes on Hygiene . . . 7
We Care . . . Donations for Tsunami Victims 8
Heart Warming Trip to India 9
“Pedal for Those Who Can't“ . . . 9
CPCS Sponsorship for the
18th Pedal Kart Grand Prix
Blend in with Nature . . . 10
Eco-Walk to Sha Lo Wan
CPCS Offered Kind Hospitality . . . 10
Charity Airport Tour
Our New Chinese Cuisine Consultant 11
Welcome to New Head of 11
Marketing and Customer Services
Department Wings . . .
. . . and Farewell to Marketing and 11
Customer Services Manager Leslie
An Applause to Vietnam Air Caterers 12
News Update for 12
Cebu Pacific Catering Services
Management Movements 12
CATHAY PACIFIC CATERING SERVICES11 Catering Road East, Hong Kong International Airport, Lantau, Hong KongTelephone : (852) 2116 2288 Fax : (852) 2765 7355 Sita : HKGHMCX
We welcome your comments on our newsletter. Please contact Ms. Wings Mok at�Telephone : (852) 2116 2013 Fax : (852) 2765 7355 E-mail: [email protected]
2004 did of course come with its own "unique" challenges for the global aviation industry
and Cathay Pacific Catering Services (CPCS). Security concerns continued to be a feature
and as a result of high fuel prices, what had promised to be a much more profitable year
for the airlines was actually quite the opposite, with industry analysts predicting a consolidated
industry loss of more than US$4 billion for the year. Nevertheless, given the issues faced
by the international aviation markets, our results were encouraging. Passenger numbers
increased significantly, over the previous year, and as a group I'm pleased to say that we
have provided a record number of meals.
Our profitability can only be attributed to the exceptional professionalism exhibited by
both management and staff in the continued efficient and effective use of our resources.
My sincere thanks to you all for ensuring that we controlled our costs and remained a viable
entity. Nevertheless, our results cannot give us a sense of complacency and we must be
both prudent and vigilant in 2005. It should be noted that although we have been successful
in maintaining our customer base, it has only been achieved in working closely with our
customers to reduce their own operating costs; average meal prices have gone down,
operational and commodity costs have gone up, and as a result, our yields have continued
to decline at an alarming rate.
3
We must, therefore, ensure that we continue to provide a "seamless" service for all of our
customers, whilst simultaneously lowering costs and being more innovative in the products and
services we develop. We also need to respond quickly in facing whatever new challenges may
be out there in the second half of the year. One market segment that we all need to look at
more closely is the emergence of Low Cost Carriers (LCC); I do believe, that if they haven't
already arrived in your area of operation, then they will do so in the very near future. We need
to embrace these new airlines, LCCs have a specific market and are focused on developing a
new passenger base that wasn't there before. Although they may take some traffic from our
full-service airline customers, they are more likely to provide us with new opportunities to
provide alternative products and services, albeit in a completely different guise to the ones
we provide now.
Whoever we work with, we must guarantee that our partnerships continue to be based upon
trust, and the desire to provide the very best products and services possible. We have, of course,
demonstrated our professionalism in yet another turbulent year, we have won awards, we have
gained new customers in 2004 and glad to say, we have also acquired a new customer recently.
If we can continue to prudently manage our resources, for the benefit of all our stakeholders,
then CPCS can look to the future with confidence and know that we are providing secure jobs
and prospects, for everyone in the organisation. Once again, my heartfelt thanks, to each and
every one of you, for all of your efforts over the past year and I sincerely hope that the rest of
the year of the Rooster and 2005 bring us all wealth, health and happiness . . .
Alex Chau, CEO
Service Excellence in a New Era . . .
CPCS has won the Silver Prize of All Nippon Airways'
"Overseas Best Caterer" of the year 2003. Mr. Angus
Barclay, General Manager, Ms. Clara Ma, Commercial
Manager and Mori-san, our Japanese chef were all
invited to attend the reception of the award, which
was held at Narita ANA Hotel on 14th October, 2004.
The Silver Prize that CPCS won reflected CPCS' high
performance over a variety of criteria such as in-flight
meal quality, hygiene control, bacteria investigation,
incidents of foreign articles, equipment control, loading
quality and routine handling evaluation. The group
effort of CPCS means that it could never succeed without
good teamwork of its staff members. Let's keep it up!
“Overseas Best Caterer of 2003“1st Runner up - Gone to CPCS
4
CPCS was honoured to be awarded by British Airways as one of their "Partners in Excellence 2003/04".
The award is in recognition of our ability to deliver a safe and consistent catering product which
has been fundamental to British Airways' success throughout the year. Once again, such award is
to recognize us as a supplier which does our utmost to provide the finest service to our customers.
British Airways Recognizes CPCS asa Partner in Excellence . . .
"Partners in Excellence 2003/04" Award
1 From left: Torahiko Sato (ANA), Shun-Ichi Furue (ANA), Mori Shizuaki,Clara Ma, Junko Yamauchi (ANA) and Angus Barclay
2 "Overseas Best Caterer" Award
1
2
The above awards mean a lot to CPCS. They serve as an incentive and a drive behind
every one of us towards a new horizon of excellence together.
CPCS upgraded its equipment with a delivery of new hi-loaders
as part of its continual improvement plan. The purpose of
introducing the new catering trucks is to enhance our operational
efficiency as well as customer service. The chilling system in the
new catering trucks allows the temperature of the trucks to
come down even more quickly and hence further raises our
efficiency and quality standards. In 2004, 4 new hi-loaders
with the capacity of 16 tons were introduced in CPCS.
In recognizing the constant growth in demand for Chinese cuisine, CPCS "woks" the talk,
and expands its wok station and steaming pot facilities. The HK$2 million investment will
aid production of Chinese cuisine in even larger volumes with optimised processes and labour.
This new equipment is one of our milestones showing CPCS' continual commitment to meeting
our customers' needs, exceeding their expectations and satisfying their taste buds.
Made in Bangkok and Singapore, these new vehicles were
also installed with side doors for easier access. Moreover,
the new hi-loaders are equipped with a new transmission
gear box. Instead of using a manual gear-stick, the drivers
just need to press a button for different driving mode for
forward, reverse and neutral positions. This design allows
drivers to focus on the busy traffic in the ramp area instead
of the operation of the truck.
“Wok the Talk“ . . .
5
Ride High withNew Hi-Loaders in CPCS
New wok station! Growth for business! Chef Cheung and Chef Paul enjoy cooking at the new wok station!
Show off time for our new hi-loaders!
In order to recognize airport staff who are exemplary safety role
models for other staff, the Airport Authority launched the 2004
Airport Staff Safety Recognition Scheme. Mr. Sunny Chow and
Mr. Shum Fuk Shing of CPCS were presented the awards on 25th
October in recognition of their strong concept in safety and
putting it into action. They helped prevent any accidents from
happening and made well thought out safety suggestions to
CPCS. Being ramp safety ambassadors, they provide ramp safety
briefings to our ramp operation staff regularly for the purpose
of raising their safety awareness. Moreover, both of them took
the initiative to communicate with AA's Duty Manager to discuss
ramp safety issues, role models indeed.
Russia's leading air carrier Aeroflot Russian Airlines launched its new first class and business class
on its Hong Kong - Moscow Route at a press conference and cocktail reception at the Grand Hyatt.
Flights between Moscow and Hong Kong are now operated by Aeroflot and its code share partner
Cathay Pacific Airways using Boeing 767 aircraft. Mr. Alexey Sumchenko, Aeroflot's General Manager
- Hong Kong, was joined by Mr. Andrey Smorodin, Consul General for Russia in Hong Kong,
Mr. Lev Koshlalov, Aeroflot's Deputy Director General Commercial from Moscow, Cathay Pacific's
General Manager Internetional Affairs, Mr. Ian Callender and Cathay Pacific Catering Services'
Executive Chef, Mr. Jorg Kubisz for the presentation which included a demonstration of the new
in-flight catering services and food by Aeroflot flight crew, and a show of the elegant new uniforms
which reflect the airline's distinctive new silver, orange and dark blue livery.
Aeroflot . . . New First & Business ClassIn-flight Service in Hong Kong
Safety Heroes . . .2004 Airport StaffSafety Recognition Scheme
2
From left: Simon Tam (OPS), Raymond Au (OPS-CXO), Sunny Chow(OPS-ITO), Angus Barclay, Ronald Lau (PER), Kuby Hong (PER)
1
1 From left: Aeroflot crew, Ian Callender, Alexey Sumchenko, Lev Koshlalov, Aeroflot crew, Andrey Smorodin
2 From left: Jorg Kubisz, Aeroflot crew, Lev Koshlalov, Aeroflot crew, Alexey Sumchenko
6
To create awareness and to enforce proper hygiene standards, Production Department has
been conducting a hygiene blitz once a week. Furthermore, Production Department and Quality
Assurance Department launched a "100% Error Free Campaign" named "Eyes on Hygiene" in
October 2004. The main objective of this campaign is to motivate Production staff to follow
exemplary hygienic practices so that the hygiene standard is maintained at the highest level.
This campaign is divided into four quarters, and related to four different hygiene tasks
(as shown in the table).
Eyes on Hygiene . . .
7
The first quarter "Grooming Grooming" was satisfactorily
ended. All Production staff showed their interest in this
campaign. They participated in the on-site quiz actively
and were willing to correct any errors. The award
presentation was held on 28th February 2005, and
managed by our Executive Chef, Jorg Kubisz. The winners
- Butchery and Special Meal sections - were greatly
appreciated because of their good performance. They
are becoming the Hygiene Super Stars in Production
area. Other guys from production, CATCH THEM UP!
Quarter Period Theme
1 Oct 04 to Dec 04 Grooming Grooming
2 Jan 05 to Mar 05 Don't forget hand washing
3 Apr 05 to Jun 05 Work place food safety: Equipment and food storage
4 Jul 05 to Sep 05 Hygiene Quiz: Risk of food contamination
Staff participating in the hygiene blitz!
1
"100% Error Free Campaign" Billboard
Some of the winners (from left): Ma Ching Chung (BUT),Lai Hon Lok (BUT), Kwong Chi Ming (BUT), Ming Kin Hung(BUT), Mui Wai Bun (SPML), Wong Chi Kin (BUT)
The death toll continued to climb
in one of the most powerful
earthquakes in forty years that
unleashed a tsunami which
ravaged South and Southeast
Asia.
Anywhere from 228,000 to
310,000 people are believed to
have died as a result of the
tsunami, and the count is not yet
complete. Some are missing,
feared killed. Management of
CPCS immediately led and
encouraged staff to play their
part in the donation to the Hong
Kong Red Cross - South Asia Relief
Fund. CPCS has already
contributed HK$120,000 for the
disaster relief fund. In addition
to that, we have made
contributions to the relief effort
in other ways. CPCS staff have
been contributing to help those
in need by donating to the
UNICEF "Change for Good"
fundraising programme which for
three months was sent to South
Asian relief work. Collections
were made in the CPCS building
and as of 28th January, we have
collected HK$21,201.58. In
addition, we participated in a
2-day fund-raising event
organized by CX, and donated
400 homemade cookies. With
the help of two of our chefs,
Mr. Mak Lok Tin and Mr. Fung
Hung Kwok, all cookies were sold
out. Proceeds will go to support
disaster relief efforts. Thank you
all for your effort to make the
world a caring and loving place
to live.
We Care . . . Donations forTsunami Victims
From left: Fung and Mak of CPCS showedtheir love and support through theirhomemade cookies
From left: Daisy Ng (CX crew), Fung Hung Kwok (CPCS),Mak Lok Tin (CPCS), Louisa Lai (CX ISD)
Our General Manager, Angus Barclay,presented the cheque to Lady Wu, AssistantDirecter of the Hong Kong Red Cross
8
9
Four colleagues from CPCS, together with other 30 companions from Cathay Pacific
Airways, joined a field trip co-organized by CX and The United Nations Children's
Fund. They stayed in Mumbai, India from 18th to 22nd September to see the operations
of UNICEF there, and get to know how the funds raised through the "Change for
Good" programme on CX flights is used for improving the lives of children there.
Before the trip, participants took part in a toy sale and fund raising event, and gathered
totally HK$61,000 for UNICEF in India.
"Change for Good", which started from 1991 on CX flights, encourages travellers to
donate foreign change to UNICEF on their return trips. Last year, over HK$7 million
was raised, making the total raised since the start HK$52 million. A little goes a long
way. Our spare change could help make a significant difference to the lives of all
underprivileged children in India. Please give generously while enjoying your travel!
The Pedal Kart Grand Prix is organized annually by the Hong Kong Human
Powered Vehicle Association and the Round Table to raise money for the less
fortunate. This time the event took place at Victoria Park on the 27th and
28th November 2004.
The theme of this event was to encourage athletic excellence while promoting
charitable acts. Its motto is "Pedal for Those Who Can't". This long-established
charity race in Hong Kong has raised over HK$23 million for charity since its
inception in 1986.
The concept was deceptively simple: teams of
enthusiastic people design, engineer, build,
train and race in Pedal Karts to raise money
for charity. Teams which managed to
successfully combine the three main aspects of
the race do well: that is to design a kart capable
of winning, build a kart well enough so that
it survives the race, and train a team capable
of lasting the race.
Although CPCS did not send any team to this
meaningful event, we did sponsor food and
beverage to the teams of Cathay Pacific Airways
to ensure the peddlers neither went hungry
nor thirsty, giving our support to them and the
event.
Heart Warming Trip to India
“Pedal for Those Who Can't“ . . .CPCS Sponsorship for the18th Pedal Kart Grand Prix
Seems to have lots of fun!
Children from India welcome the team from CPCSand CX
Cathay Pacific Airways' Pedal Kart
CPCS is always supportive of charity and gives confidence to the
staff to participate in events for good causes. In December, CPCS
co-organized an Eco-Walk to Sha Lo Wan with the Produce Green
Foundation. The walk raised funds to promote organic farming
and to develop environmental education activities.
Produce Green Foundation is a non-profit charitable organization
established in 1988 by a group of local enthusiasts concerned about
modern farming and protection of the environment. Through
various activities, the message of nature conservation to all walks
of life was spread, urging everyone to maintain a harmonious
relationship with nature.
The walk took place on 4th December. The day was cool but bright
and sunny. The route located on the north of Lantau Island is a
coastal path connecting Sha Lo Wan and Tung Chung. The path
is part of the Tung O Ancient Trail and remains a popular route
for visitors today. More than 140 persons participated in the walk
and raised more than HK$34,000 for the Produce Green Foundation.
A photography competition was held to spur participants to share
the beauty of nature with others, advocating the importance of
conservation of nature.
CPCS sponsored food and gave support to a charity airport
tour on 21st July. Led by Jardine Ambassadors, 13 students
with outstanding performance in the Health in Mind
Programme were awarded with an incentive tour to visit
two Jardine business units, the Excelsior Hotel and Jardine
Airport Services. They shared the special memories when
touring a British Airways aircraft. "Mindset Programme",
from which the students received awards, is intended to
make a difference in the area of mental health and change
peoples' attitudes towards mental health issues. The tour,
kicked off at the Chek Lap Kok International Airport, is to
recognize the contribution of all students and the efforts
of the teachers in promoting the awareness of mental health
over the past year. With the sponsorship of light snacks and
beverages by CPCS, the group enjoyed immensely!
10
Blend in with Nature . . .Eco-Walk to Sha Lo Wan
CPCS Offered Kind Hospitality . . .Charity Airport Tour
1 The gang of nature lovers started off the walk
2 Our GM, Angus Barclay, presented the cheque to the Chairmanof Produce Green Foundation, Simon Chau
2
Cheers! Jardine Ambassadors, students from "Mindset Programme",British Airways representative, and our Airline Account Manager,Gary Cheung pictured for memory!
1
Wings Mok has joined the family of CPCS as the Marketing and Customer Services
Manager in December. Wings takes the lead to head the department and Airline
Account Managers, playing a front-end marketing and customer relations role.
Having served the hospitality industry for 8 years, Wings is excited to take up
her new and challenging position with CPCS.
A well-travelled food expert, Chef Cheung Chin Choi was born in Hong Kong and yet is highly
international. From 1984 to 1996, he worked for the Hyatt Group, and looked after the Chinese
kitchens of the hotels in Dubai, Jeddah, and Perth. In 1997, Chef Cheung dedicated his effort to the
Bali Hyatt where his acclaimed dishes were as well received as before. He became the Chinese Chef
in the InterContinental Chengdu in 1998 and was later the Executive Chinese Chef at the InterContinental
Phnom Penh in Cambodia. Throughout the journey of his culinary career, he demonstrated his
capabilities which were further sharpened on the way. His expertise was recognized by the Vocational
Training Council in Hong Kong, and he joined it in 2002 as the Chief Instructor. Before joining CPCS,
Chef Cheung was the winner of the silver medal in the 5th World Championship of Chinese Cuisine
in Guangzhou, China. With Chef Cheung as part of our team, we will continue to make every
endeavour to maintain and raise the standards of our always top quality products for our customers.
Our New Chinese Cuisine Consultant
11
Welcome to New Head ofMarketing and Customer ServicesDepartment Wings . . .
Cheung Chin Choi
From left: Gary Cheung, Stanley Siu, Johnnie Mak,Wings Mok, Pat Cheung, KK Leung, Jackson Ng
Leslie Bailey, Marketing and Customer Services Manager of CPCS, said goodbye to all of us
to take up a new and challenging position. Leslie joined CPCS in 1997 as a chef and rejoined
the family in November 2003 as the head of Marketing and Customer Services Department,
leading his team in improving the service quality that our customers value so greatly.
Leaving with sadness, he wants to say thank you for all the hard work done by his team
and to everyone for bringing him unforgettable memories over the years of serving CPCS.
He would also like to take the opportunity to say that he is very proud to have worked for
CPCS and he will never forget his time with a tiptop company like CPCS.
. . . and Farewell to Marketing andCustomer Services Manager LeslieLeslie Bailey
Vietnam's surge in foreigner investment and tourism seems to benefit the total
meal units uplifted by Vietnam Air Caterers. The total meal units have reached
10,000 per day on average at its 20,000-meal unit facility in Ho Chi Minh City.
In the year of 2004, the company has gained 3 other catering accounts from
Garuda Indonesia, Air France and the most recent newcomer United Airlines
which started its first daily flight on 11th December 2004. This brings the total
number of regular Airline Partners uplifting from Vietnam Air Caterers to 16.
The company has strived to gain accreditation of OHSAS 18000. External audit
was conducted in December 2004. Other Systems in place are: ISO 9001:2000
and HACCP as well as 5S.
At the same time the company will commence its project of upgrading its ware-
wash section. A new ware-wash line will definitely be able to cope with the
increasing business in the year of 2005.
12
Cebu Pacific Catering Services had just finished a two-day workshop on HACCP on 18th -19th November 2004.
Facilitated by Mr. Ruben Bueno Jr. of MacroAsia Eurest, Manila, the 13 team members were oriented and trained,
and had the initiative formally launched in preparation for the HACCP conditions to be implemented and subsequent
Certification targeted in the middle of the year 2005.
The year-end Board of Directors Meeting took place in the CPCS Conference Room on 24th November 2004 when
we were graced by the presence of Ms. Quince Chong, Cathay Pacific Director Service Delivery and Chairman of
CPCS Hong Kong. She arrived together with Mr. Alex Chau, CEO of CPCS, Mr. Mark Sutch, Country Manager for
Cathay Pacific Philippines, and Ms. Anna Cheung, Station Manager for Cathay Pacific Cebu.
The Shareholders meeting was also held with the attendance of Mr. Reynaldo Munsayac and Mr. Amador Sendin,
both from MacroAsia Corporation, Atty. Patrick Lucido, Corporate Secretary, Mr. Tony Garcia, General Manager
and of course Mr. Manuel H. Osmeña, Chairman of the Board. They were well catered for by Mr. Benjamin S. Jabat,
Cebu Pacific Catering's Executive Chef.
Last but not least, our hands are full in preparation to focus on improving our safety. This covers Food Safety
and Ramp Safety. Our first ever Family Day celebration was also kicked off on 18th December 2004 along with
the annual Christmas Party of the whole facility.
We look forward to the improvements we are undergoing and expect to move forward with a much faster speed!
News Update for Cebu PacificCatering Services
An Applause toVietnam Air Caterers
Appointments
Cathay Pacific Catering Services, Hong KongMr. Cheung Chin Choi Appointed as Chinese Cuisine Consultant (Apr 05)
Ms. Wings Mok Appointed as Marketing & Customer Services Manager (Dec 04)
Mr. Kenny Lau Promoted to Quality Assurance Manager (Nov 04)
Management Movements