What happens when the global food service juggernaut, Aramark, meets the trials of Brexit, a pandemic, and the passion of a Garth Brooks concert? ReThink delved into a conversation with Rachel Malyan, Aramark’s Head of Workforce Management, and David Rogers, VP of Sales and Marketing at WorkJam. With three decades of experience under her belt, Rachel offers a unique perspective on the difficulties facing the food industry, from recruitment and retention, to planning high-profile events.
Listen to the full podcast episode:
Rachel Malyan brings a wealth of experience to the table, boasting almost 30 years in the food and hospitality industry. Her journey began during her university days when she worked with Yum! Brands, including Pizza Hut and Whitbread, in the UK. Eventually, her career took her to Ireland, where she led operational franchise support for Pizza Hut.
Today, Rachel serves as the Head of Workforce Management for Aramark, overseeing workforce productivity initiatives and employee experience strategies across various sectors.
Aramark is a powerhouse in the food service industry, with a presence in markets such as education, healthcare, business and industry, sports, leisure, and entertainment. Operating primarily in North America but extending its services to 20 other countries, Aramark generates an annual revenue of approximately $16 billion.
In the UK and Ireland, the company rakes in approximately a billion in annual revenue, offering food and facilities management services to clients, including 14 OCA retail locations across the island of Ireland.
As Rachel and David, the GM of EMEA for WorkJam, discuss the challenges faced by the food service industry, they touched upon several critical points:
David highlighted that in response to these challenges, organisations are increasingly turning to automation and digital solutions to optimise frontline workforces. WorkJam, in particular, is playing a significant role in helping businesses maximise their workforce’s efficiency. A digital frontline workplace offers a more engaging and productive way to connect with employees, aligning their skills and preferences with available shifts and tasks.
Garth Brooks, an American country music icon, is adored by fans worldwide. His concerts in Ireland are nothing short of national events. In 2022, he announced plans to bring his tour to Croke Park Stadium, presenting a unique set of challenges for Aramark. Croke Park Stadium, one of Aramark’s clients, has an 83,000-seat capacity and is primarily a sports venue. Hosting five Garth Brooks concerts out of season, with a reduced workforce and many staff members returning to school or university, posed substantial challenges for Aramark.
The 2014 Garth Brooks Controversy
To understand the context fully, it’s essential to mention the 2014 Garth Brooks controversy. Back then, Garth Brooks’ concerts in Ireland were cancelled due to licensing restrictions. This sparked a nationwide debate and mass disappointment. The country was divided between those who wanted the concerts to go ahead and those concerned about the impact on residents and local businesses.
The Role of WorkJam
In 2022, Aramark faced the daunting task of managing a massive event with limited resources in a time crunch. They had to secure 1,100 staff members per night to support the five concerts. WorkJam’s platform played a crucial role in tackling these challenges.
Learn more about how Aramark thought differently about filling 5,500 shifts and leveraged WorkJam to revolutionise its frontline operations: download the case study.
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