By JESMA MAGILL

Frequent Kiwi flyers will likely have visited Air New Zealand Koru Lounges at Wellington and Christchurch airports. And while passengers have either just left home or are heading back there, extraordinary efforts by contracted caterers, White Tie Catering, go into making the Koru Lounge experience very homely as well.

Christchurch-based White Tie Catering started catering for the Christchurch Koru Lounges in 2008 and Wellington Koru Lounges in 2009 and by all accounts it’s a happy marriage: White Tie was named Most Outstanding Caterer in the 2009. Hospitality Awards and Deloitte named the firm one of the top 50 fastest growing companies in New Zealand in 2009 and 2010.

For White Tie, the key to achieving operational efficiency and quality in a challenging airport environment (that’s location, security and disrupted flight schedules), was introducing an on-site production model, according to White Tie general manager Katie Duncan.

“We operate Air New Zealand’s commercial kitchens at both Christchurch and Wellington airports. We have on-site managers and head chefs at each site, leading teams preparing menus from scratch. Food is fresh all day, every day, and we can respond quickly to fluctuations in passenger numbers,” says Duncan.

Christchurch has an additional challenge. The on-site kitchen is located ‘airside’ through Aviation Security (AvSec), and for smooth security checks, White Tie works closely with AvSec and suppliers, making sure work processes follow the same schedule every day.

“Food quality is paramount to Air New Zealand,” Duncan says. “We use trusted suppliers and send back goods we’re unhappy with. Our chefs are managed by a food services manager, our creative director designs all lounge food and recipes incorporated on our menus are tested at our base commercial kitchen in Christchurch.”

She’s also convinced the key to managing contracts away from your company’s home base is having head office presence and good relationships across all sites, and maintaining the commitment of an already loyal team.

Security

As part of AvSec standard protocol, all staff applicants undergo security and police background checks, and staff issued with AvSec passes are subject to additional daily security requirements. And that means no hugs with friends or family visiting international arrival or departure areas.

“Everything – product and staff – in and out of our airside locations is thoroughly checked. For staff, it’s like departing on an international flight every day – no water bottles, no liquids.” Supplier personnel undergo the same security checks as staff when delivering goods and to ensure AvSec has the required time to check all incoming goods, clashes with departing international flights are avoided.”

Disruptions

Duncan says the on-site kitchen model is the greatest asset for the unexpected. “All airports in New Zealand are affected by each other’s delays and Christchurch and Wellington particularly so in winter. This means the average time spent per passenger in one of Air New Zealand’s domestic lounges can go from 15-20 minutes to several hours, and when people are tired, disgruntled and bored, they eat!

“For disruptions, we have specific menus in addition to the food already prepared. We quickly make batches of pikelets, scones and muffins – the perfect comfort food. It literally takes five minutes to make several hundred. We have stores of homemade classics such as bacon and egg pie and mousetraps that we get to the buffet quickly. Producing off-site would make this extremely difficult.

“During disruptions, we can go from 40 people to several hundred in the space of 20 minutes and this will always impact on service levels; the availability of glassware, crockery and clearing of tables. Regardless, our priority is to ensure hot, fresh food is delivered constantly to the buffet.”

Christchurch quake

For White Tie Catering, the Christchurch earthquake on September 4 last year was one of the most challenging disruptions to Koru Lounge operations. Christchurch airport was closed while damage was assessed. Thousands of passengers who’d already been processed had to wait outside, while others arriving for scheduled flights were keen to depart as quickly as possible.

“Our White Tie Koru staff and Air New Zealand Lounge concierges were also shaken and thinking about their own families and homes; however, opening the lounge for passengers was a major priority and all staff stayed to pitch in.”

Duncan says the international and domestic lounges were a mess, beverage fridges and glassware had spilled all over the floor and the aftershocks kept everyone on edge. Although off duty, Air New Zealand’s Lounge concierges turned up to work, plus White Tie owners and management.

“We swept and mopped; some of us in slippers after running from home at 4.30am. Senior managers made club sandwiches while the chef baked scones and pikelets. Supplies couldn’t be delivered, so the pikelets and stores of bacon and egg pie were crucial to stock the buffet. When the airport reopened a mere few hours later, passengers were welcomed inside and the lounge was virtually back to normal. They could escape the chaos; get an espresso, a warm cheese scone and a comfy armchair.”

Home away from home

White Tie feeds more than 14,000 people in the Koru Lounges every week and endeavours to please each palate. “Air New Zealand wanted a menu that reflected New Zealand, used modern regional produce and was homely and comforting too.

“We use local suppliers as much as possible to reflect the best ingredients of the region and the menus reflect seasonality – guaranteeing quality, relevance and cost efficiencies.

“Menus change monthly and inspiration largely comes from the ideal of the Kiwi home and childhood. We take an idea, develop a recipe that enhances that idea, and then add contemporary flair. This is the essence of dishes such as our Canterbury lamb braise with sage and olives, hokey pokey steamed pudding, beef and beer casserole and the best homemade macaroni cheese. Both lounges have freshly baked Kiwi classics such as ANZAC and hokey pokey biscuits, buttery shortbread, Louise slice and lamingtons.

“We want the Koru Lounges to be a home away from home,” says Duncan. “A place to enjoy a glass of Riesling with rhubarb and white chocolate custard while waiting for a 9pm flight; or a bowl of hot chilli with sour cream and salsa (our most popular dinner dish) and a beer, while relaxing on the couch watching telly. Just like home.”