SATISFYING APPETITES AT one of the country's most multicultural institutions was the challenge when this contract caterer took over the School of Oriental and African Studies' (Soas) canteen. Detailed discussions with students and faculty led to the creation of menus that draw on different cuisines and feature numerous vegetarian and vegan options. What's on offer now attracts the hungry from across the University of London. Soas is one of 458 sites operated by Staines-based Elior UK, from care homes to Queens Park Rangers' football ground, from army bases to the Imperial War Museum. The company prides itself on listening not just to its clients but to its staff, too. Senior leaders spend days back on the floor to better understand how the 6,101-strong workforce operates. They are also examples of how individuals can make progress — 60% of the board, including chief executive officer Catherine Roe, are internal appointments. Supervisors and chefs receive training from more than 40 inhouse programmes on topics such as teamwork and communication skills. Location managers put their learning into practice by talking honestly with others, a 77% positive score, and are quick to respond to signs of stress (68%, ranking 11th on our list of big companies). They also regularly express appreciation for a job well done (74%) — not least by rewarding anyone displaying excellence or initiative with a “thank-you cheque” that gives them an opportunity to win one of 40 gift vouchers each month.Reflecting the fact that wages in the industry are low, two-thirds of staff earn less than £15,000 a year but employees — almost half of whom are part-timers — don't feel the job intrudes on life at home (69%, a top ranking). A network of 530 customer service champions mentor people's development, while aspiring chefs can learn the fundamentals over nine months at a school with its own dedicated kitchen. Last year, 1,185 employees including 332 apprentices received formal training. The recognition awards ceremony in 2014 had a 1940s theme, but all eyes at Elior are on the future. www.elior.co.uk
