1. Watch our catering guidance video
This short video will take you through the catering elements that you will need to consider.
Improving the catering experience you offer
Providing visitors with a high quality catering experience can be crucial. This is irrespective of the type of business you operate.
Benchmarking against some of the best attractions that Scotland has to offer can help you to raise standards and deliver success.
2. Best practice examples
Browse the following catering elements we assess. These are some of the best practice examples of businesses that have achieved the highest scores.
Please note that all specific examples should be taken as general guidance of 10/10. There may be some changes in standards since those scores were awarded.
Visitor flow management describes the control of volume and movement of visitors.
This is both into and within the catering area as well as the space around and between any obstacles. These obstacles can be anything like display counters, standing menus, tables and chairs, doors.
Lastly, you should take the flow onward to the exit or other areas of the attraction into consideration.
Currently there are no scores of 10/10, however many are 9/10 and 10/10 is attainable with the following:
- unobstructed and spacious catering area (visitors can easily manoeuvre around tables, chairs and comfortably browse products and menus)
- the catering area should be clearly defined and used solely for selling food and drinks
- clear and obvious indication of either self-service or table service
- self-service (leave ample queueing space at and around service area / counter with clear indicators of where visitors should queue. Have an obvious and sequential route to the payment point, and cutlery, crockery and glassware pick up points)
- maximum effort given to ensure all visitors can access all areas, browse produce and menus
Some / all of the following should be considered to offer improved visitor flow management:
- clear signage directing customers as well as advising if counter or table service
- logical flow along counter with tray rack, moving from start to finish at till, collecting cutlery and glasses along the way, or at end of counter
- clear entry and exit with queue barriers to guide customers
- spacious layout allowing ease of movement for customers
Image Credit: VisitScotland / Luigi Di Pasquale
This looks at the intrinsic quality and condition of menus, but also at the layout and information contained within menus.
Also give thought to things such as logical and comprehensive positioning, branding, themed, and the use of specials boards.
There are currently no scores of 10/10, however many are achieving 9/10 and 10/10 is attainable with the following:
- menu should be presented at the earliest opportunity, externally and within the main attraction to promote the catering facilities
- menu will be repeated at the entrance to the catering facility, this including daily specials and any promotions
- professionally produced menus placed on tables or issued to customers at tables (make use of high-quality presentation, clean and in pristine condition)
- any produce displayed (cakes and traybakes as an example) should be clearly labelled
- specials board should be well positioned to ensure all can view it
- all menus should be professionally presented, descriptions, full list of food and drink choices, daily specials and up to date pricing
Additional points for self-service:
- professionally produced presentation of the full menu located in an easy to view position prior to the counter and start of queueing area which is then repeated at the counter
- in addition, a table menu should also be in place
- specials board should be well positioned to ensure all can view it
This section looks at the range, sourcing, seasonality, culinary skills, dietary considerations, linked theming, presentation of dishes and counter display items.
Scotch Whisky Experience
- a wide range of high-quality produce available, which suits the visitor mix, including a children’s menu and one for those with dietary requirements
- a high proportion of the produce is made fresh, is seasonal and is sourced from local suppliers
- recognition of theme of attraction in range of produce offered
- excellent culinary skills demonstrated
- all food served at appropriate temperature and hot dishes served on warm plates
- excellent presentation to offer a high-quality visual appearance
Seaflower Skye
- an impressive shellfish platter is served on a board and is the signature dish at this attraction
- the story enhances the experience: the food is provided to diners by the owner's family who have fished local waters for over 45 years
- the catering offering is generous and suits all types of diners, including having an excellent choice of vegetarian options
Five-star standards will see that staff that are well presented and easily identifiable as staff. Use of high quality fabrics, branding, name badges, smart in overall appearance and appropriate to role within catering.
The Royal Yacht Britannia
Image credit: Helen Pugh photography
- high quality fabrics in excellent condition
- full complement of uniform appropriate to catering
- corporate branding on items of clothing including aprons
- individual corporate name badges worn by all staff and visible on clothing
- all clothing and footwear clean and well presented
- all staff to have a well-groomed appearance
Casual catering "appearance of staff" best practice
Not all uniforms need to be formal. Casual appearance can also score 10/10, this would include:
- inclusion of clear corporate branding (could be on the back of tops and front of aprons so diners can easily identify team members)
- personalisation of staff members, for example name badge worn, or name embroidered onto apron
- clean and tidy appearance
- uniform look amongst all catering staff
This looks at the intrinsic quality of décor, flooring, fixtures and fittings, condition, enhancements used. Effective use of (and the condition and maintenance of) lighting, heating and ventilation. Includes table appointment, crockery and cutlery.
There are no specific examples of 10/10 as this score can be affected with wear and tear, refurbishment and re-decoration year on year. Businesses should display:
- high quality décor with all aspects in excellent condition and with no wear and tear
- pristine paintwork and woodwork
- use of enhancements
- high quality and hard-wearing flooring, appropriate to the catering environment
- high quality furnishings including counter, display units, shelving, tables and chairs, and all in excellent condition with a co-ordinated finish
- crockery, cutlery and table appointment of a high quality, with items in excellent condition, matching / co-ordinated
- all fixtures and fittings maintained to a high standard
- ventilation, heating and lighting of a high standard and in full working order