Commitment to Strengthening Engagement
Providing trusted, personalized service, financial stability and peace of mind through unbiased advice is the mission of a private wealth management company headquartered in New York. The organization’s uninspiring on-site dining program struggled to translate critical elements of that purpose into employee engagement, however, especially in its Tri-state locations. Employees regularly left the office in search of more satisfying meals, frustrated by the lack of choice and poor quality fare in the on-site offering.
Recognizing the evolving workplace environment and value of food as both a differentiator for high-value talent and a motivator for in-person work, the company shifted its strategy. It formed a new partnership with Guckenheimer, ISS’ North America culinary division, for its Manhattan headquarters in 2020. Guckenheimer’s chef-crafted, innovative cuisine, dedication to well-being and sustainable practices, hospitality-trained staff and menus tailored to business needs and employee preferences spurred this new relationship, which grew to encompass two locations with on-site cafés, catering, pantry and office coffee services.
Taking Action to Create a Destination
Immediately after contract signing, the Guckenheimer team set out to understand the previous food program and the reasons behind its engagement issues. Client employees were polled to understand how best to meet their needs — and what would entice them to re-engage. A strategy was developed to connect dining, people and client culture, while introducing greater diversity of options, higher-quality food, more attractive and energetic spaces, and a welcoming staff vested in customer relationships.
The culinary team introduced exciting, new options for individual meals and catered events featuring global cuisine and trends. They circulated around the dining room to introduce themselves and gather feedback. Touchless ordering through a kiosk speeded the process and reduced errors. A marketing campaign promoting new menus, special events, pop-ups such as farmers markets and more boosted awareness and re-energized the café, while catering tailored to the attendees created sophisticated gatherings that made the executive team proud. Pantry offerings were re-thought to support wellness, sustainability and waste management.
Outcomes that Exceed Expectations
The client expanded Guckenheimer’s mandate to an additional New Jersey location in 2026, introducing the same quality food and hospitality-driven services as what was provided in Manhattan — with updates to reflect the New Jersey population’s profile and preferences. Having the opportunity to eat in the New York café at some point in the past, the employees in New Jersey knew what to expect and embraced their new options, boosting engagement immediately. Altogether, Guckenheimer now serves 1,500+ meals per day to this client’s people across the New York Metropolitan Region.
In an indication of the value the client’s employees place on their upgraded food program in all locations, Guckenheimer’s revenue from catering reached 95% of the previous provider’s full-year result in just the first five months of service. No need to go to outside caterers or restaurants now that they trust the food and presentation provided.
More than half of client employees currently purchase breakfast or lunch from the on-site café, resulting in breakfast revenue nearly 78% above and lunch 22% above the previous provider’s monthly average. Giving employees a reason to stay on-site has strengthened connections with colleagues, inspired collaboration, injected new energy into the dining space as a culture facilitator and elevated the client’s workplace reputation in a competitive industry.
