“And to keep that contract, we have to keep our clients happy.”
The operation
Sodexo is the food service provider for this Google building. James's team runs breakfasts, lunches, receptions and happy hours on floors 18 to 31, mostly Tuesday to Thursday.
The challenge
Google's employees see every server and bartender. A server in the wrong clothes or a bartender who only knows beer and wine is a problem with the client, not only with the shift.
“There's more damage that can be done with a bad attitude or presentability than there could be with someone who's just not as qualified.”
Four things, each in their own words.
“When they apply, I'll click on their profile and it says how many hours they worked, and I like that it breaks down how many hours of each type of work they've done.”
James Miraglia · Catering DirectorProfiles show hours worked in each role, so James can tell a trained banquet server from someone who has mostly washed dishes.
“It's pretty easy to block them, which is good, so we don't accidentally get someone back in.”
James Miraglia · Catering DirectorIf a person is not right for his building, James blocks them in one tap. They no longer see his shifts.
“One of our regulars now had never worked any Upshifts before, and we brought him in a month or two ago, gave him a shot, and he's been great. We've been bringing him back every week.”
James Miraglia · Catering Director83% of the account's Upshift shifts went to someone who had already worked there. Favorites get every invite first.
“If I don't have time to go through and do the booking, if I'm busy, she can do it all for me… she'll reach out to our favorites. That's a huge help, especially on our really heavy catering days.”
James Miraglia · Catering DirectorJames moves between floors all day. On heavy days he emails his account manager, Maria Santos. She posts the shifts and invites his favorites first.
The platform is really intuitive, that makes it a lot easier… That, and having the dedicated person… So the personal attention is definitely a plus.
On a 15-minute call we look at your events and show you how posting works. Vetted servers, bartenders and dishwashers on W-2 payroll.
