Food Service Caterer of the Year

Chris Hind

Outstanding financial performance, phenomenal growth over a short time plus the skills to run a large-scale operation while ensuring each customer still receives the specialist touch - these are the attributes that won Chris Hind the Food Service Caterer of the Year 2000 award.

The judges were impressed with Hind's exceptional standards as the driving force behind Nelson Hind, having built the company up into what was, prior to the recent takeover by Elior UK, the largest remaining independent national food caterer.

Hind set up the company in 1989 with business partner Andrew Nelson, having both left senior positions at the Sutcliffe catering company. Nelson Hind became so well known that it was being invited to bid for large contracts that it would not have been considered for two years ago. It was even turning down some contracts because it would not risk having fewer staff than it needed to honour the high standards it had set itself.

The number of contract wins for the company snowballed over the past two years. A glimpse at the Nelson Hind portfolio showed customers ranging from a Derbyshire quarry to Charterhouse public school and Rolls-Royce's London head office.

But what set the business apart was that no two of its operations were alike. Hind ensured that chefs were given the autonomy to set their own menus, do their own purchasing - mostly local and seasonal - and run each unit as a small business.

It was this approach, pointed out judge Fergus Chambers, that made Hind an inspirational leader. "He earns the respect of both staff and clients," he said - and clearly, from the judges' comments, of the industry itself.

Judge Frank Bell said: "I came to judge this award with a completely open mind, but having reviewed all those nominated, Chris's achievements made his name fly to the top.

"He had his finger on the pulse. He knew exactly what was happening in the company, but still allowed his staff the freedom to buy locally."

Hind's formula paid off. The past few years saw the company grow at up to 70% per year in terms of turnover, with the last set of accounts filed (1998) showing a 58% leap in pre-tax profits to £1.2m.

Despite controlling some 220 contracts, Hind was exceptionally careful to avoid centralising supplies and reducing staff to bump up the pre-tax margin, which stood at 5.1%. Larger players in the industry work on an average profit margin of 10%, but Nelson Hind's ethos was that to cut the company's high standards to boost the margin would crucify its long-term interests.

This left the company with about 3,500 suppliers, which would be a logistical nightmare for most operators.

"Handling that many suppliers is one hell of an achievement," commented one judge.

But with heavy investment in information technology to manage the data, plus ensuring that each catering manager was responsible for the quality of food, Hind ensured that customer satisfaction was the company's top priority.

Hind's attitude to his staff was also a major consideration for the judges. Described as a man who "leads from the front", Hind has high regard for training and nurturing staff with a focus on offering careers to energetic and resourceful people. The reward was a team driven by Hind that remained loyal throughout the rapid growth of the company and contributed to its success.

As judge Tim West summed up: "It's an outstanding achievement. He's a tough cookie and has managed a smooth transition from a small company into a big player - and he's in great demand."

Judges

Frank Bell, chairman, Castle View Services

Kevin Bryne, head of menu development, Gate Gourmet

Fergus Chambers, director of Glasgow City Council

Allen Watts, executive director, Caterforce

Tim West, chief executive, Elior UK

Sponsored by Bernard Matthews Food Services