Year In - Michigan State University · organization, adopting the principles of “Good to Great” outlined by Jim Collins. Our strategic plan outlined three themes: Lead with Food,

Fall 2015

A publication of The Division of Residential and Hospitality Services at Michigan State

Year In

2014 2015

SERVING STATE | FALL 2015 2

THE EVOLUTION OF HIGH PERFORMANCE A MESSAGE FROM THE VICE PRESIDENT FOR AUXILIARY ENTERPRISES

As the semester comes to an end, it is a good time to reflect on last year’s accomplishments and

performances. In 2008, we embarked on a journey to become a “great” organization, adopting the principles of

“Good to Great” outlined by Jim Collins. Our strategic plan outlined three themes: Lead with Food, First Year Experience and Create a Superior Student/Guest Experience.

Seven years later, we continue the 20-mile march. You are probably asking why the analogy of the 20-mile march. Simply put, the process of becoming a great organization is a marathon and not a sprint. We just completed our dining master plan, which was the reinvention of Culinary Services’ offerings on campus that culminated with opening of The Edge at Akers. Our Culinary Services is ranked 20th in the country and number one in the state. We have much to be proud of.

The First Year Experience pilot program evolved into the Neighborhood Concept, which redefined our undergraduate

experience and student support services. Our success has attracted grant funding from the Bill and Melinda Gates Foundation and Dow Corporation to help improve persistence, retention and academic success. Most recently, US News and Report stated that MSU students outperform predicted academic expectations by 11 percentage points due to integrated success programs including the Neighborhood Concept. Most recently, Residence Education and Housing Services was named the site for the National Housing Training Institute. We have much to be proud of.

Customer service is the hallmark of our brand. Our employees and our services are our brand. The Spartan Hospitality Group achieved a record year. A number of our employees have been named Stars of the Year by Michigan Tourism and Hospitality Association. Recent renovations to Kellogg Hotel and Conference Center have solidified our position as the leading hospitality location in mid-Michigan. Forest Akers golf has the leading winter golf program in

Vennie GoreVice President, Auxiliary Enterprises

“WE ARE PART OF A GREAT UNIVERSITY — A TOP 30 PUBLIC

UNIVERSITY, A TOP 100 UNIVERSITY IN THE WORLD AND A

MEMBER OF THE PRESTIGIOUS ASSOCIATION OF AMERICAN

UNIVERSITIES. WE HAVE MUCH TO BE PROUD OF.”

mid-Michigan, and MSU Tennis provides a venue unmatched in the area. We have much to be proud of.

This issue is dedicated to the accomplishments of the men and women of Residential and Hospitality Services. It takes a team effort to succeed within our division and for our university. Our activities add value and enhance the reputation of Michigan State. We are part of a great university — a top 30 public university, a top 100 university in the world and a member of the prestigious Association of American Universities. We have much to be proud of.

With Warmest Regards,


DIVISION OF RESIDENTIAL AND HOSPITALITY SERVICES Auxiliary EnterprisesCulinary ServicesResidence Education and Housing ServicesSpartan Hospitality Grouprhs.msu.edu

Serving State is an online publication for guests and partners of the Division of Residential and Hospitality Services at Michigan State University. Our goal is to share divisional news and initiatives with Team MSU. Serving State is produced by the Residential and Hospitality Services Information Services Creative Team, 373 Service Road, Michigan State University, 517-353-9147.

Editors Ilene Davis, Casey Bye

Design & Layout Elizabeth Ayres, Linda Beach, Libby Singh

Photography Meghan Hendrickson, Allison McGinn

Production Manager Dean Snyder

Office Assistant Pamalee Rahall

Contributing Writers Alex Barhorst, Casey Bye, Ilene Davis, Julia Pickens

rhs.msu.edu/mc/creative-services

• Apartments for single students and student families to replace stock at Spartan Village, which will come offline in 2017

• Retail space to include a grocery-lite marketplace, Starbucks, Spartan gear shop and ticket office

• Student resources, including fitness room, bookable community space, Student Employment Office, Housing Assignments Office, community gardens, outdoor play space, music practice rooms and more

• Office space for RHS and Intercollegiate Athletics administrators• Event parking to replace the parking currently on the site

Any questions on the project can be directed to [email protected]

Keep up with the latest news on

at future.rhs.msu.edu


18

CONTENTSIN THIS ISSUE

2 THE EVOLUTION OF HIGH PERFORMANCE A MESSAGE FROM VPAE VENNIE GORE

5 SPARTANS FOR LIFE UNIVERSITY CONFERENCE SERVICES SHINES

7 RHS SCORECARD

12 CULINARY SERVICES: YEAR IN REVIEW

14 RESIDENCE EDUCATION AND HOUSING SERVICES: YEAR IN REVIEW

16 SPARTAN HOSPITALITY GROUP: YEAR IN REVIEW

18 VICE PRESIDENT FOR AUXILIARY ENTERPRISES: YEAR IN REVIEW

20 FISCAL RESPONSIBILITY: YEAR IN REVIEW

21 MEET RHS INTRODUCING OUR TEAM MEMBERS


It takes meticulous planning and scrupulous scheduling to accommodate thousands of

university guests. Thankfully, that’s what Laurin Gierman and her team at Michigan State University’s Conference Services does best. Gierman is the senior sales manager at University Conference Services (UCS). She and her team are responsible for booking conference clients and ensuring the stay at MSU is planned and executed properly. Although summer is peak conference season, it is a year-round job to ensure each conference is a success.

This past conference season was full of accomplishments for UCS, which is a unit within the Division of Residential and Hospitality Services’ Spartan Hospitality Group. In addition to planning the numerous camps, programs and conferences that Michigan State hosted, the team also oversaw both classroom and culinary bookings, which packs a great deal of work into the short 12-week conference period.

In June, the Academic Orientation Program (AOP) took place on campus. AOP is an overnight introduction to Michigan State University in which students take a campus tour, have their first experience living on campus and eat at the dining halls. UCS welcomed

the newly admitted students by planning an informative and engaging Spartan experience.

Many of the conferences held at Michigan State throughout the summer are sports and academic programs for youths. These programs introduce young people to the university and help foster physical and mental development of future Spartans. UCS takes pride in their involvement in youth programs and the mark they leave on the participants during these youth conferences.

“The number of youth who come in who would otherwise not be impacted by Michigan State and their experience is insurmountable,” Gierman says. “If we can get them to love Michigan State at 12, 13 or 14 years old, then they are going to want to come back as a student. Our offices create Spartans for life.”

Spartan alumni also play an important role in many of the conferences at Michigan State. Connecting alumni with today’s students and faculty is important to celebrating the past and looking to the future. This summer, Grandparents University celebrated 10 years on campus. The event gives alumni and their grandchildren the opportunity to experience MSU together. Through this program, alumni and their

grandchildren stay in residence halls, attend classes and explore campus. Participants have the opportunity to relive their days on campus while strengthening the bonds between grandparents and grandchildren. It is an event that creates lasting memories for Spartans of all ages, and, with more than 1,190 attendees, this year’s event was dubbed the biggest and best of all.

While the majority of conferences take place in the summer, the planning and scheduling goes on all year. UCS oversees culinary and classroom bookings during the academic year along with finalizing details for the summer conferences. April marks the transition into conference season. This year, UCS was honored to plan two of the largest campus events of the summer. Gierman refers to these events as “mega-conferences,” and this year, MSU hosted both The Odyssey of the Mind World Finals and the National Order of the Arrow Conference. In past years, Michigan State has hosted only one mega-conference every other year. These events took a vast amount of planning and preparation from all Residential and Hospitality Services (RHS) team members. A team of 35 university-wide departmental appointees met on a monthly basis to ensure the success of these events, and staff for these events work tirelessly

Summer is not a vacation for the Conference Services department. In fact, it is their busiest time of the year. This summer, more than 215 conferences took place at Michigan State with 47,186 conference participants, 287,031 bed nights and 644,021 meals served. Participants came from all over the world and took part in sports camps, academic conferences and alumni events.

SPARTANS FOR LIFE


to ensure that all participants receive superior Spartan service.

The Odyssey of the Mind World Finals kicked off in May with 850 teams from all over the world arriving to campus to compete in problem solving competitions. UCS starts planning large-scale competitions, such as Odyssey of the Mind, months in advance. The department begins communicating with divisional partners and culinary teams as soon as planning begins. The planning process includes weekly meetings with hall staff year-round to ensure a cohesive event. Gierman attributes the success of the conferences this summer to consistent communication between departments.

Because Odyssey of the Mind was scheduled immediately following the 2014-15 residence hall move-out, the division of RHS had to work exceptionally hard to clean and maintain all of the facilities used for the event. Some of the work included the installation of more than 200 air conditioners, the cleaning of 1,800 suite bathrooms and the preparation of more than 8,000 bed spaces, which included placing mattress pads, pillows and blankets in each room – all this just following the move out of 14,000 residence hall students and another 1,000 University Village and Spartan

Village residents. Odyssey of the Mind regulations required that more than 6,000 lofted beds be lowered to a standard height. Accommodating the evolving guest needs for each conference is a task that Smart Technology-based Education and Training (STET) takes head on. Chip Hornburg, STET manager in East Neighborhood, says the training as well as departmental cooperation plays an important role in planning and preparing for large conferences and is essential to the continued success of conferences at MSU: “Conference Services brings clients to Michigan State, but it’s up to Facilitates to create a lasting impression for them so we have repeat business come back time and time again.”

Michigan State was also chosen to host the 2015 National Order of the Arrow Conference (NOAC), which brought 15,000 Boy Scouts from around the country to East Lansing. Conference participants were provided the opportunity to participate in scout activities and special events. The NOAC conference housed participants in all neighborhoods on campus, which required RHS team members to work overtime to ensure all residence and dining halls were ready for occupants. The organized planning and hard work by all RHS team members made NOAC

a successful experience for all who participated.

MSU’s UCS puts extraordinary Spartan service into every conference they plan. Teamwork and effective interdepartmental communication help make conferences successful at MSU, and the success of NOAC and the Odyssey of the Mind conferences showcases the hard work and dedication from all RHS team members. All RHS departments worked tirelessly to make this year’s conference season successful, and the 85 percent return rate for Michigan State conferences is a testament to the hard work and dedication of everyone involved. 3

Photos: NOAC Conference


18PERCENT

22%INCREASE

FACULTY AND STAFF MEAL PLAN REVENUE

2%INCREASE INRETURNINGSTUDENTS

INCREASE IN THE SPARTAN SPIRITSHOP REVENUES

4.5% IN TOTAL REVENUEIN

CR

EA

SE

$35,701.80TOTAL CASH AND

IN KIND DONATIONS:

THE FOLLOWING PAGES ILLUSTRATE OUR DIVISION’S WIDE RANGE OF ACCOMPLISHMENTS OVER THE PAST YEAR.

RHS SCORECARD 2014/2015

SERVING STATE | FALL 2015 8 506TONS OF CHICKEN

41.8 TONS OF BROCCOLI

OF CEREAL CONSUMED

250,000 GALLONS OF JUICE

ENOUGH TO FILL OVER 6 LARGE SWIMMING POOLS

30 TONS 15

TONS15TONS

COFFEEOF

CULINARY SERVICES 2014/2015

FRESHMEN MOVE-IN DAY 2015

ANNUAL HOUSING COUNT: 14,709

8 A.M. 1 P.M.

5 HOUR MOVE-IN COUNT: OVER 4,500 STUDENTS9 A.M. 10 A.M. 11 A.M. 12 P.M.

13,000 BLANKETS LAID OUT

60,000 TOWELS FOLDED

10,000 PILLOWS FLUFFED

DURING SUMMER CONFERENCES

5,000 SPORTS CAMPERS

RHS HOSTED OVER

THAT’S ENOUGH ATHLETES TO POPULATE THE NFL ROSTER NEARLY 3X OVER

IN TOTAL, THERA STAFFWORKED MORE THAN

205,200 HOURS

HOUSING SERVICES 2014/2015RESIDENCE EDUCATION AND


KELLOGG CENTER

$4.7MIN GUEST ROOM REVENUE

56,675ROUNDS OF GOLF

8,095HOURS OF TENNIS PLAYED

MEALS SERVED

SPARTAN SIGNATURE CATERING

$3.4MIN FOOD REVENUE

71,507

43,204ROOMS BOOKED

1,931EVENTS BOOKED

SPARTAN HOSPITALITY GROUP 2014/2015


EVERY FRESHMAN GIVEN A BAG FOR RECYCLING

POUNDS OF RECYCLABLE OR REUSABLE MATERIALS COLLECTED DURING MOVE IN

436,246

PACK UP PITCH IN HELP OUT

FOR THESE 2015 RHS EVENTS

9,993 LBS. OF MATERIALS DIVERTED FROM LANDFILL

EMPLOYEE APPRECIATION

GOLF OUTING

FALL KICK OFF

SPARTANSPECTACULAR

PARTNERSHIP WITH REHS,MSU RECYCLING AND SURPLUS

SUSTAINABILITY 2014/2015


The Dining Master Plan, set in motion in 2009, was completed this year with the opening of renovated Heritage Commons at Landon and The Edge at Akers. These two renovations were the last of seven major construction undertakings in the Master Plan, which also included Brody Square, Riverwalk Market at Owen Hall, Holden Dining Hall, South Pointe at Case and The Vista at Shaw. The completion of the plan brings parity to all campus neighborhoods and creates a truly integrated campus dining program to campus, which escalates the customer experience. This focus on culinary excellence has gained national recognition and gained an enthusiastic response from students, guests and the Greater Lansing community.

Culinary Services has hired a consulting firm, Envision Strategies, to assist in updating the culinary strategic plan, which will address several priorities: reviewing the Dining Master Plan, aligning goals and objectives with the RHS Strategic Plan and conducting an update on the demand analysis for both residential and retail dining locations.

As part of the continuing effort to provide the highest quality dining experience to students and guests, Culinary Services, like many RHS departments, is in the process of conducting a five-year review. The process provides Culinary Services the opportunity to examine current programming and services, validate strengths, and identify opportunities to maintain a healthy and high-performing organization. Data gathering began in May 2014 and ended in November 2014. From that data, an internal review report was created and presented to RHS Leadership.

As part of the process, an external review team comprised of professionals from peer institutions visited Culinary Services in April to conduct a National Association of College & University Food Services (NACUFS) Professional Standards Review. The review covered 112 standards in 16 categories. In September, Culinary Services received the NACUFS review report and approximately 122 items were brought forward from both the internal assessment and the external review, which were then evaluated by an internal team. Based on the evaluation, the team disbursed the list of items to Culinary Services Leadership for clarification or refuting of any misinformation that the external review team may have gathered. This was a critical step in the process since these items need to be placed in the final report.

Culinary Services Leadership met and formed consensus on action and non-action items and is in the process of drafting the final report and action plan for submission to RHS Leadership. The three-year action plan will provide additional guidance to the department as it continues to focus on its mission, vision and its role in the RHS Strategic Plan.

Culinary Services hit yet another milestone this year by serving more than 10 million customers across all units. The MSU Concessions team continues to enhance the guest experience at Spartan Stadium by expanding offerings and adding new items to stadium menus as well as a few new food carts throughout the stadium concourse.

The department has also introduced nut-friendly dining. Last year, Holmes Dining Hall became a nut-friendly dining hall and will continue that role to create a safe space for

YEAR IN REVIEW

Campbell Thompson, Student Communications Coordinator, RHS Information Services

What is your favorite memory working with RHS this year?“We do team building exercises, so in the spring we had a Wii bowling tournament and a chili cook-off. People in Information Services are very focused because we do a lot of programming and computer work. It’s nice to be able to take a break and do something fun.”

What are you looking forward to in the upcoming year?“Taking on more responsibilities. My boss Melanie wants me to get involved with an HR project, so I am excited to take on a new role.”

Culinary Services


students with special dietary needs. Holden Dining Hall has joined that rank in 2015 with all entrees served at the main serving venues being void of tree nuts or peanuts. This, along with gluten-friendly offerings, helps students and guests make safe choices while still having a great dining experience when they Eat at State.

A few other ways Culinary Services strives toward divisional goals is by contributing to campus’ Neighborhood Engagement Centers’ programs and events as well as by sending a representative to attend weekly Residence Hall Association meetings to provide information to students regarding campus dining and answer any questions they may have. Occasionally, the corporate kitchen hosts special RHA dinners to test recipes and solicit feedback from students for menu development. Additionally, a partnership with the MSU Human Nutrition and Foods Foodservice Management Experience class allows students to work with dining hall managers and chefs to plan and host events throughout the campus dining halls to gain a hands-on experience in foodservice management. Past themes have included “Made in Michigan” and a “Tour of the Orient.”

All these ways of engaging with students and guests provides an experience that has achieved overall customer satisfaction from students evidenced by the NACUFS Customer Satisfaction Benchmarking Survey. The survey measures, evaluates and benchmarks the varied characteristics, needs and opinions of customers. It’s just another way Culinary Services assists in advancing knowledge and transforming lives.

This past year also saw several awards land in Culinary Services kitchen. The group was named a 2015 Leader in Foodservice Awards winner for the non-commercial channel by Food Allergy Research & Education (FARE) — The Business of Food, a conference hosted by FoodService Director magazine. The awards began as a way to exemplify the cross-channel education and networking that happens at FARE. Honorees balance culinary creativity with a greater business plan, exemplify the evolution of food service to meet changing needs, and are already seen as leaders within their respective channels. Culinary Services Director Guy Procopio traveled to Nashville, Tenn., in July to represent Culinary Services at the eighth annual conference.

Looking ahead, the department continues to be excited about leading with food to advance the culture of persistence, retention and graduation while continuing to expand its partnerships with academic colleagues and assist with sustainable and research projects. They also look forward to the development of 1855 Place, the State Police Post Redevelopment that centers on MSU’s mission to be Bolder by Design. In addition to single-student and family housing, the development will offer a Starbucks and a marketplace — yet another new opportunity for Culinary Services to shine.

Ken Horne, Outreach Coordinator, Residence Education and Housing Services

What is your favorite memory working with RHS this year?“I started in January, so I would have to say working with AOP — just the excitement of those newly admitted students and how REHS is able to play a role in that transition.”

What are you looking forward to in the upcoming year?“This year I am looking forward to expanding on the opportunities for our office. It is a fairly new office in the division and what we see is that there is a need for us to expand some of the services that we offer in terms of tours. So seeing what that role looks like for us in the future is exciting.”

Photos: The Edge at Akers, Heritage Commons at Landon


Oh, what a difference a year can make. Take the Residence Education and Housing Services (REHS) Facilities team, for example, who recently replaced the water main in McDonel Hall, flooring in Shaw Hall corridors, the dryers in Shaw, McDonel, Holmes, Akers, Hubbard and Owen halls, the lint media filter system in South Hubbard Hall, the front entrance doors in North and South Hubbard Hall, all of the fitness equipment in the Akers Hall fitness room, the basement flooring in Case Hall, the corridor carpet in Mason/Abbot Hall, the steam traps in Snyder/Phillips Hall, carpet on the main and ground floors in Yakeley Hall, the towel bars in Emmons Hall, three passenger elevators in Owen Hall, 330 lofted beds in Holmes Hall, and, respectively, 1,300, 950, 650 and 300 student room chairs in Akers, Shaw, Mason/Abbot and Wonders halls. And that’s all just items replaced, not to mention those updated, stripped, painted, installed, repaired, refurbished, re-caulked, re-sealed or rebuilt.

And let’s not forget that all of the above was accomplished during just this past summer.

Summer is an especially busy time for the REHS team, because just like the rest of the Residential and Hospitality Services (RHS) division, they don’t get the summer off once the students leave at the end of spring semester. In fact, outside of the university, it’s a relatively little-known fact that during the summer, the MSU campus is teaming with both students and guests living in the residence halls.

While Facilities spent the summer both making sure the needs and comforts of those staying on campus were met and making adjustments and updates for the 2015-16 academic year, the REHS Communications staff spent some time developing systems for how the department presents and markets itself. The end of the 2014-15 academic year

saw the Live On brand refresh go into action with the tagline “Your Spartan Experience Happens Here” decorating campus residence and dining halls. Branding was also developed for the Wonderbodies gym found in Wonders Hall.

Amidst it all, the entire REHS team found time to assist the MSU Police with the largest evacuation drill in Spartan Stadium history. Although it was a packed summer, the previous academic year was no time to slouch for the department.

Communications, throughout the year, focused on helping make students aware of the on-campus resources available to them, particularly Engagement Centers and other benefits found right in their neighborhoods, while also promoting a safe and inclusive environment for students. The creation of a message guide brought an improved consistency of talking points and brand messaging for all of the benefits of living on campus.

Last year’s implementation of the “Campus Called” campaign, coupled with an increased push of sign-up themed events, social media posts and conversations with students, brought an increased awareness of sign-up timelines and procedures to students looking to Live On for the 2015-16 academic year. An updated “Campus Called” campaign aims for similar results this housing sign-up season.

Much planning also went into developing the new sign-up system, now an all-electronic process where students use a tiered system based on seniority and their choice to retain their current housing or to live elsewhere on campus. A Live On Apartment Web page redesign developed over the summer will also go live soon.

Project teams worked with the Housing Assignments Office (HAO) to determine a process that allowed first-year students to select their living space for the first time. More

Lucas Petto, Graduate Assistant for Outreach,

Residence Education and

Housing Services

What is your favorite memory working with RHS this year?“We formatted a data collection system so that we can make more data driven decisions for our tours. It’s exciting to have a more solidified system.”

What are you looking forward to in the upcoming year?“The continuation of change that’s going on. There’s a lot of positive steps in RHS right now, and it’s exciting to see that.”

YEAR IN REVIEW

Residence Education andHousing Services


than 4,400 first-year students were eligible for self-assign with nearly 90 percent having selected a room (or having been selected as a roommate) by the end of the spring semester. The fall vacate process also went electronic, allowing HAO the ability to more quickly access what spaces were available for new spring students. The development of new reporting techniques allows staff to keep track of real-time check-in compared to occupancy stats throughout move-in.

With student, visitor and staff safety always a top priority of REHS, 2014-15 saw the installation of a new electronic key control system to control access to student room master keys, as well as an audit of 50,000 student room keys and the implementation of electronic store front readers to allow the locking and unlocking of entrances to residence halls in South Neighborhood and Landon Hall.

A stellar year was made even more so by a reinvigorated approach to REHS’ responsibility to outreach via a realignment to the RHS student employee competencies for student tour guides and hosts. With monthly meetings and training focused on logistical job knowledge, leadership and self-development, REHS student employees are ensured an opportunity to develop their time management skills, their employability and the many skills that translate directly to their ability to achieve academic success. Ever evolving, the training will benefit from surveys and other assessments done on a semester basis to determine the effectiveness of the curriculum and how it might be improved upon.

REHS is also partnering with Admissions, the Alumni Association and Pre College program staff to develop the MSU Campus Tour Program Project Proposal that would see all campus tours — including protocols, processes, procedures, staffing and office space — combined under

one office, creating a more consistent, effective, efficient and professional tour experience for all guests to MSU. Throughout the process of proposing this project, the department is excited to connect with the Collegiate Information and Visitors Services Association to learn from the systems used by tour programs at campuses throughout the country.

Continuing to focus on the division’s values of purpose, practice and people, REHS is on the path to an even more successful year in 2016. Six months of preparation last fall went toward creating a bid to host the James C. Grimm National Housing Training Institute (NHTI) for 2016-18. Following an extensive selection process, this past January, the Association for College and University Housing Officers International announced MSU would be a host partner institution. During NHTI, attendees establish mentor relationships with experts in the field, create professional development plans and gain skills and competencies needed to meet the current and future demands of the profession. Visiting faculty and students will have the opportunity to share their experience with the MSU community and, in turn, learn from MSU.

While the list of items REHS Facilities replaced last year may be long, far more important is to consider the list of commitments the department, as a whole, continues to fulfill: to student and guest experience; to quality throughout, to social responsibility; to strategic thinking; to a mindset of innovation; to fiscal responsibility; to a spirit of partnership; to teamwork and inclusion; to staff development; to effective communication.

That’s quite the list itself.

Brittany Woods, Receptionist, Culinary Services

What is your favorite memory working with RHS this year?“Sparticipation — it was different this year because it was at Cherry Lane Field. It was nice because the way it was set up was different from previous years, I appreciated that they had multiple tents set up so it was easier for me as an RSO to be in the tents and help out.”

What are you looking forward to in the upcoming year?“Seeing the new development at 1855 Place. It will be exciting to see how the finished product is and to see students enjoying living over there.”

Photos: NOAC Evacuation Drill, Wonderbodies Identity


YEAR IN REVIEW

The Spartan Hospitality Group (SHG) commitment to providing the ultimate in guest services and satisfaction has confidently been met in the last year. From the Kellogg Hotel and Conference Center to the Breslin Center, from golf to tennis, SHG has put smiles on the faces of everyone to interact with the department.

The Kellogg Hotel & Conference Center hosted numerous events throughout the past year with a focus on green initiatives, staff development and education, networking, and opportunities for idea generation.

In December 2014 the Kellogg Center held the annual GreenUp Conference. The conference strove to be a zero-waste event, and 96 percent of the waste generated by the event was diverted from landfills. The Greater Lansing Food Bank held the 9th annual Empty Plate Strolling Dinner and Auction at the Kellogg Center. The fundraising event raised more than $400,000, which equals more than 3 million meals. Guests enjoyed fare from Spartan Signature Catering and The State Room Restaurant along with several other local dining and catering establishments.

Kellogg has held the Innovate Michigan! Summit for the past four years, providing economic developers, entrepreneurs, community leaders, investors, scholars, students and state government officials the opportunity to learn from one another to benefit Michigan’s economic future. This year, the 38th annual Michigan Wine Competition was also cosponsored by the Kellogg Hotel and Conference Center. Kellogg then had the honor of hosting a Gold Medal Wine Reception featuring the best wines from the competition. This past summer, The State Room once again offered outdoor, riverside patio dining. Guests

could enjoy the view while sampling from The State Room’s award-winning wine list.

Conference and Event Planning stayed busy accommodating guests on campus with the success of several high profile conferences throughout the summer (read the full article regarding conferences on page 5). Manager of University Conference Services, Laurin Geirman was presented the Red Arrow Award for her dedication and hard work in hosting the National Order of the Arrow Conference.

Recently, Paul Jennett joined The State Room’s team as the new general manager. Jennett brings more than 20 years of experience in the food and beverage industry. Prior to joining The State Room, Jennett worked as the restaurant club director at the Ritz-Carlton Club in Aspen, Colo., and is a level-one sommelier.

Spartan Hospitality Group was the recipient of many awards as well. Kellogg Hotel and Conference Center employee Ryan Hemingsen was recognized as the Michigan Lodging & Tourism Association’s (MLTA) “2015 Student Star of the Year.” The State Room Restaurant is also one of 67 Michigan restaurants to be a recipient of Wine Spectator’s 2015 Restaurant Awards. The establishment also achieved the Best of Award of Excellence, a nod that only 973 restaurants received wordwide, for a wine list of more than 300 quality selections with significant vintage depth or breadth in various renowned wine regions.

SHG’s Forest Akers Golf enjoyed a stellar year as well. The Winter Golf Program sold out for the fifth consecutive year. The program, which offers private, individual golf instruction, is especially popular with the availability of

Whitney Hengesbach,

Student Employment Coordinator, RHS Human

Resources

What is your favorite memory working with RHS this year?“My favorite memory was the RHS picnic on the roof of the Kellogg Center. They grilled out and had a D.J.!”

What are you looking forward to in the upcoming year?“I have a conference in San Diego I will be attending for student employment, which should be very exciting.”

Spartan HospitialityGroup


Forest Akers’ covered, heated driving range. Forest Akers is also getting the word out around town about its pristine greens by joining the Greater Lansing area’s 21st annual “Be a Tourist in Your Own Town” event. As part of the event, PGA golf staff was on hand to offer free golf lessons for adults and children.

The MSU Tennis Center has also been serving its fair share of aces. In early 2015, Cody Cross, USTPA, PTR Tennis Professional, became the newest member of the MSU Tennis Center professional teaching staff. Cross graduated from Ferris State University with a degree in Professional Tennis Management and has worked as a tennis pro at the world renowned Topnotch Resort and Spa in Stowe, Vt. He brings fresh ideas and the opportunity for growth in the tennis center’s existing instructional classes. The MSU Tennis Center also hosted a Coach Youth Tennis Workshop, which was sponsored by the United States Tennis Association (USTA) and is designed to equip coaches with the skills necessary to engage and instruct children ages 10 and under. The Tennis Center continues to expand their offerings to MSU team members and the public with classes, workshops, lessons and more.

Staff of the Spartan Spirit Shop put in extra effort to make sure that the expectations of the large number of guests visiting the university over the year were exceeded. Grandparents University, Grad Fest, Spring Break, Game Day and Holiday sales kept the crew extra busy.

Spartan Signature Catering’s (SSC) services were also in high demand, and each year, the demand for SSC’s services grows. The team brought their expertise to the always highly anticipated annual Hoophouse Gala and even found

time to represent MSU in the fourth annual Taste of East Lansing. The National Order of the Arrow Conference kept the catering team especially busy as they prepared food for 15,000 leaders, coordinators and scoutmasters during their weeklong visit this past summer.

A thoroughly busy 2014-15 has allowed SSC to tackle the increasingly high demand of the team with aplomb. Early fall 2015 saw SSC diving headlong into catering suites and tailgating for a tasking stretch of four consecutive home games at Spartan Stadium, including the Homecoming game, where expectations of an especially outstanding Spartan experience are always high. Becoming busier each year, SSC continues to build a brand of expertise and care in catering.

There’s no slowing down for the Spartan Hospitality Group. This year will see major renovations to the Breslin Center concourse as well as upgrades to the building systems and restrooms. Enhancements to concessions stands and signage are planned with other improvements focused on safety, security and ventilation and sustainability upgrades. The project is scheduled to be completed in fall of 2017.

The renovation promises to make for an even more memorable experience for Spartan Hospitality Group’s guests to the Breslin Center. Continued dedication in all of SHG’s efforts toward offering extraordinary guest services in dining, entertaining and learning — from Kellogg to the Spartan Spirit Shop — guarantee the department’s continued success in create lasting memories.

Donna Svendsen,Operations Supervisor, Spartan Linen Services

What is your favorite memory working with RHS this year?“Working on student special events and dining services and providing a homecoming event that showcased our amazing Spartan spirit.”

What are you looking forward to in the upcoming year?“I am looking forward to being part of our five-year review and planning what our future holds for Spartan Linen Services.”

Photos: Kellogg Patio Dining, 9th Annual Empty Plate Strolling Dinner


Vice President for Auxiliary Enterprises

YEAR IN REVIEW

Another year is in the books for RHS, and in the VPAE office, the last year-long chapter has been quite the page-turner.

With the valued support of the MSU Board of Trustees at its back, the division has broken ground on the State Police Post Redevelopment project, and the construction of 1855 Place is officially underway. The leadership and strategic planning provided by team members across the VPAE unit has begun to bring life to the vision for 1855 Place — a residential community complete with apartment-style housing for single students and student families, a business office for RHS team members and MSU Athletics staff, an on-site marketplace, retail destinations, indoor and outdoor community engagement spaces, and more. Phase I of the redevelopment project, which includes the development of the parking deck and family housing spaces, is well underway.

In further campus development news, across the street from the future site of 1855 Place lies the Breslin Center, which is also soon to undergo renovations and remodeling. A major facilities upgrade — focused on improving the visitor experience — has been planned and prepared for, with construction set to begin in January 2016. Among the tasks expected to be completed by August of 2017 are expanding and upgrading concession areas and concourses, improving bathroom facilities, upgrading passenger and freight elevators, improving exterior entrances and parking lots, and replacing chiller and water connections.

Within the division, VPAE leadership continues to apply

Integrated Program Organization (IPO) processes as part of an ongoing effort to analyze, measure and improve workflows across RHS. IPO studies involve reviewing work processes for efficiency and asking the question, “Are we doing things right the first time?” Each department now suggests business processes or production processes to leadership to be reviewed using IPO methodology. Currently, there are 26 processes across the division that are in various stages of the IPO program.

To further review business practices across RHS, members of the VPAE office created and directed Future Search. Spanning three days, Future Search gathered team members from across the division representing various teams and departments and had them review the history of RHS, current business procedures and potential solutions to a number of the division’s greatest challenges. Future Search gave team members outside of the leadership team a platform to voice their opinion on where the division should be going moving forward. The open conversations and team exercises had participants’ creative juices flowing. Ideas generated during the workshop were presented to the leadership team and met with resounding support. Implementation of ideas generated during Future Search is currently underway.

The department has also made great strides in determining the most valuable uses of plant cash across the division by continuing to implement the “choosing by advantages” system. Choosing by advantages has given

Carol Betcher Noud, Human Resources Administrator, RHS Human Resources

What is your favorite memory working with RHS this year?“The human resources team participated in the United Way Day of Caring, so that was a great teambuilding exercise.”

What are you looking forward to in the upcoming year?“I think it is going to be a very exciting year with the new RHS project, 1855 Place. We are starting to see where we are going to sit and how the dynamic of so many people in one building will work.”


divisional leadership a method to rate plant cash requests using balanced, divisionally focused measurement criteria to score the value of plant cash requests and determine the most pertinent immediate uses of plant cash. Through the application of the choosing by advantages system, RHS ensures that its resources are most effectively invested in divisional needs that will improve and add value to the guest experience.

Speaking of the guest experience, data provided from the Marakon study — an analytical data overview of what draws students to live on campus or move off it — continues to be applied to RHS decision making under the guidance and insight of VPAE leaders. The Marakon study gave leadership a clearer picture of who its primary audiences are and who they aren’t, which has allowed for more targeted marketing strategies and departmental policies. By analyzing what defines an outstanding Spartan experience to on-campus guests, RHS team members have been able to more effectively and efficiently provide one.

Students who are part of the VPAE team give RHS team members who supervise students yet another opportunity to enhance guest experiences by creating fun and fruitful work experiences. In RHS Sustainability, student team members have had the opportunity to get down and dirty by getting involved in campus food waste audits, ensuring waste-free RHS events, promoting divisional and university-wide sustainable practices, and more. In Information Services, talented and technologically inclined student team members

have helped repair, replace and service malfunctioning devices or create videos and digital artwork. The skills students learn and mentorship they receive while being a part of VPAE teams helps springboard them into the working world.

Looking forward, work around the VPAE office is far from over. The bulk of the execution for the State Police Post Redevelopment and Breslin Center renovation projects is still to come. RHS has successfully budgeted for the past fiscal year and stayed responsibly within its means. As major renovations and expenses continue to arise and unfold, keen fiscal management, strategic thinking and planning, thorough and effective communication, and additional services provided by the department will continue to be in high demand.

With that said, members of the VPAE office are enthused and optimistic about their impending move to the new business offices located in the heart of 1855 Place. At a more centralized and collaborative location, RHS team members will have the opportunity to maximize their working efficiency with the synergy a consolidated office space presents. Like their fellow members of RHS, VPAE team members have established themselves as leaders in their respective fields, and they eagerly anticipate taking their work to new heights in the successful year to come.

Bruce Wen, Front Desk Agent, Kellogg Hotel & Conference Center

What is your favorite memory working with RHS this year?“Meeting local people. I enjoy interacting with people and making their day.”

What are you looking forward to in the upcoming year?“At the Kellogg Center we always talk about delivering an outstanding Spartan experience. I study hospitality, so I am looking forward to taking the DOSE experience wherever I go.”

Photos: Renderings of 1855 Place and Breslin Student Events Center


For the Division of Residential and Hospitality Services (RHS), the goal of fiscal responsibility is to support the division’s mission of Delivering Outstanding Spartan Experiences (DOSE) to students, guests and customers.

Fiscal year 2014-15 was very successful for RHS in terms of both DOSE and for the fiscally responsible use of students and guest resources. Multiple successful renovations to RHS facilities were completed in 2014-15, including updates to the Kellogg Hotel and Conference Center, Butterfield Hall, Landon Hall, Heritage Commons Dining, and the new Edge Dining facility in Akers Hall.

From an operations perspective, Residence Education and Housing Services, Culinary Services and Spartan Hospitality Group all exceeded their budget expectations for the fiscal year.

RHS also generates additional revenue during summer months by hosting many residential conferences and group events. These funds help to offset annual operating costs and allow room and board rates for students to be lower than if our facilities were not in use during summer months. In 2015, Odyssey of the Mind World Finals and Boy Scouts of America National Order of the Arrow (NOAC) international conferences were both hosted by MSU, providing additional funding to RHS and the Greater Lansing community.

RHS continues to seek ways to keep the division’s costs as low as possible for students, guests and customers. DOSE also means providing a good value proposition for all.

RHS FOR YEAR 2014-15 CONSOLIDATED FINANCIAL SUMMARY:

OPERATING REVENUES $249,547,906OPERATING EXPENSES ($218,176,824)DEBT SERVICE COSTS ($16.580.319)PLANT CASH/JIT ($9,110,175)

NET INCOME TO RESERVES $5,680,588

JUNE 30, 2015 RHS RESERVES BALANCE (MAX. LEVEL) $59,963,491 JUNE 30, 2015 RHS LONG TERM DEBT LIABILITY ($280,285,765)

Special thanks again to all RHS students and staff for their diligent efforts to help keep the division fiscally responsible. 3

Carol Peterson, Customer Service Representative, MSU Tennis Center

What is your favorite memory working with RHS this year?“Working with the retired faculty and staff group that plays at the MSU Tennis Center three days a week.”

What are you looking forward to in the upcoming year?“The Midwest Senior team championship which is played at the outdoor courts in May. We always have a great time hosting that event.”

YEAR IN REVIEWFiscal Responsibility


Michigan State is home to some of the most beautifully designed dining and residence halls in the country. Linda Luoma, interior designer at the Planning and Projects Office, helps make these designs come to life. For 13 years, Linda has worked on designing comfortable and convenient spaces for residents and staff throughout campus. She has designed spaces for The State Room Restaurant, the Kellogg Center, the MSU Union, various student apartments and lounges throughout campus, and most recently, the upcoming 1855 Place.

Before working for Michigan State, Linda designed spaces for many well-known places around the Detroit area. She worked on the remodel of the Joe Louis Arena and the Fox Theatre as well as the renovation of the old Tigers Stadium. Linda completed her undergraduate degree in Art and Home Economics Education from Central Michigan University. She also completed her degree in interior design from Eastern Michigan University. In 2013, Linda received her Master’s in Historical Preservation from Michigan State University. Through her designs, Linda is able to balance preserving Michigan State’s historical charm, while keeping buildings updated with modern amenities for students and staff to enjoy. Linda said she strives to keep history alive at Michigan State. “That is what a university is about — the roots.”

Linda’s favorite part of her job is the comradery between the designers. Interacting with students and staff is a huge part of designing practical spaces. Linda credits input from students and maintenance staff with the success of many of her projects.

IN LINDA’S WORDS: “Working with so many creative individuals keeps me constantly thinking about what we can be doing differently to enhance the experience of our students and staff.”

Keeping the facilities of Michigan State in working order is essential to the success of the university. Chip Hornburg, facilities manager, guides the facility operations for East Neighborhood. Before working for the facilities department, Chip attended Michigan State and received his degree in Hospitality Business. While attending MSU, Chip was a student employee at Wonders Hall. Through his position as a student supervisor, Chip gained lifelong skills and a passion for customer service. He uses this passion for customer service to create outstanding accommodations for residents of East Neighborhood. Throughout his 26 years at Michigan State, Chip has held 13 different jobs and has contributed to projects in every neighborhood on campus.

Chip says his favorite part about his position as facilities manager is the everyday interactions he has with the staff and residents of East Neighborhood. Chip’s involvement in summer conferences and fall move in are his favorite times of year. Seeing guests happy and comfortable makes the hard work worth it. Making sure residents in East Neighborhood receive the highest quality service is the number one priority for Chip and his staff.

IN CHIP’S WORDS:“Right now is an exciting time in East Neighborhood. We are making better accommodations for our residents not only through an energy and sustainability standpoint, but bottom line comfort for residents.”

MEET RHSINTRODUCING OUR TEAM MEMBERS

MEET LINDA LUOMA INTERIOR DESIGNER, RHS PLANNING AND PROJECTS OFFICE

MEET CHIP HORNBURG FACILITIES MANAGER, EAST NEIGHBORHOOD


Gina Keilen, culinary coordinator for Culinary Services, works hard every day catering to student and staff needs. For three and half years, Gina has served as a dietician for Michigan State’s Culinary Services. In addition to her position as culinary coordinator, Gina assists with menu management for the dining halls throughout campus. Gina received her undergraduate degree in dietetics from MSU. Before coming to Michigan State, Gina worked as a production manager at the University of Michigan. Gina is passionate about student health and wellness and works to provide assistance to students with allergies and dietary restrictions.

This year, Gina worked on creating an allergy-training program for Culinary Services staff. Through this program, Gina hopes to spread awareness about the nutrition and allergy information available to students. Many advancements have been made within the last year to foster this program. Monthly health and wellness events throughout campus promote the resources that students have available while they are eating on campus. Allergy information is posted at points of service for staff and students. Gina has also helped introduce an online resource where individuals can look up allergy information about food served at Michigan State.

Gina’s favorite part of her position is working one-on-one with students and their families. Being able to provide comfort for worried parents is a high priority for Culinary Services. She said, “Being able to interact with parents of children with dietary restrictions and putting their mind at ease brings us a great sense of accomplishment.”

IN GINA’S WORDS: “Promoting the resources that students have available while they eat at state allows us to bring diet and allergy education to students.”

As a tennis professional at the MSU Tennis Center, Cody Cross works both in the office and on the court. Cody is responsible for teaching instructional classes and managing the day-to-day operations of the MSU Tennis Center. The MSU Tennis Center is home to the Michigan State University men’s and women’s tennis teams and serves as a teaching center for the Department of Kinesiology.

Cody has been passionate about tennis since he was five years old. This passion soon transitioned into pursuing a career in the game. In 2014, Cody received his degree in professional tennis management from Ferris State University. Before coming to Michigan State, he worked as a tennis pro at the world-renowned Topnotch Resort and Spa in Stowe, Vt.

Cody’s favorite part of his job is the connections he has with the people he coaches. “Interacting with the players and my coworkers is what makes my job rewarding,” Cody said.

Cody uses the skills he learned to create the highest quality of service at the MSU Tennis Center.

IN CODY’S WORDS: “The MSU Tennis Center has grown quite a bit in the last year. Since I have been here we have almost doubled our classes and offerings. This allows us to provide even more students and residents of East Lansing with a great tennis experience.” 3

MEET CODY CROSS TENNIS PROFESSIONAL, MSU TENNIS CENTER

MEET GINA KEILEN CULINARY COORDINATOR, DINING SERVICES

MEET RHSINTRODUCING OUR TEAM MEMBERS

Documents

Year In - Michigan State University · organization, adopting the principles of “Good to Great” outlined by Jim Collins. Our strategic plan outlined three themes: Lead with Food,