Food Service Matters

Food Service Matters presents Future Perspectives – a special mini-series exploring how changing expectations are reshaping the future operating model of food service.

In Episode 3, Patrick McDermott explores a shift that could have significant implications for the food service industry:

What happens when the people we're feeding are no longer standard?

The rise of GLP-1 medications has brought changing appetites and portion sizes into sharp focus. But this episode goes beyond GLP-1s to explore a much broader change in consumer behaviour – one where people are increasingly eating differently, making more personalised choices and redefining what they consider value from a meal.

Patrick explores why food service may be moving from feeding populations to feeding individuals, and what that could mean for portion sizes, menu design, waste, personalisation and the future operating model.

Key themes include:
How GLP-1 medications are influencing appetite and consumption 

Why people aren't simply eating less – they're eating differently 

The changing definition of value in food service 

Smaller portions, protein demand and wellness-led choices 

Moving from feeding populations to feeding individuals 

The role of data and technology in understanding changing behaviour 

Why the food service winners of the future will understand who they're feeding, not simply what they're serving 

Food Service Matters: Future Perspectives is a five-part series examining the trends, behaviours and expectations that will shape the next generation of food service operations.

Season 4, Episode 6: Willie Cho, Vice President of Operations at Thomas Cuisine

In this episode of Food Service Matters, Patrick McDermott sits down with Willie Cho, Vice President of Operations at Thomas Cuisine, a US-based food service company operating across 15 states and serving schools, hospitals, retirement communities, workplaces and professional sports teams.

At the heart of the conversation is a simple but powerful idea: food should do more than fill a plate. It should fuel performance, support health, improve wellbeing and help people live better and longer lives.

Willie shares the story behind Thomas Cuisine's "Real Food" philosophy and explains how the company has built its reputation around scratch cooking, exceptional ingredients, avoiding additives and delivering food that is loaded with nutrients. The discussion explores everything from employee culture and leadership to food waste, supplier relationships, performance nutrition and the challenges facing modern food service operators.

Patrick and Willie also discuss how food can be viewed as medicine, fuel and an investment in long-term health, whether serving school children, hospital patients, workplace teams, professional athletes or residents in retirement communities.

What You'll Learn:

- The meaning behind Thomas Cuisine's "REAL Food" philosophy
- Why food should be viewed as fuel, medicine and a tool for better health
- How culture, teamwork and leadership drive long-term employee retention
- The role of scratch cooking in delivering quality and consistency at scale
- How local supplier partnerships help maintain standards across multiple regions
- Technology and forecasting are critical to reducing food waste
- The growing importance of performance nutrition in professional sport
- The biggest challenges facing food service operators today

Food Service Matters is brought to you by DigiTally, helping food service operators connect operational data to drive better decisions, reduce waste and improve performance.

The Sustainable Operator: Why Visibility Comes Before Sustainability | Future Perspectives Ep. 2
Food Service Matters presents Future Perspectives – a special mini-series exploring how changing expectations are reshaping the future operating model of food service.
In Episode 2, Patrick McDermott challenges one of the biggest assumptions surrounding sustainability:
What if sustainability doesn't start with carbon... but with visibility?
As sustainability climbs higher on every food service agenda, operators are investing in ESG initiatives, carbon reduction and environmental targets. But before businesses can improve sustainability, they first need to understand what's really happening inside their operations.
Drawing on insights from previous Food Service Matters guests and examples from across the food service sector, Patrick explores why operational visibility, better data and continuous improvement may be the true foundations of both profitability and sustainability.
Key themes include:
Why sustainability starts with visibility

The commercial cost of food waste

Why profitability and sustainability go hand in hand

Operational visibility and better decision-making

The power of continuous improvement and marginal gains

Building more resilient and sustainable food service businesses

Food Service Matters: Future Perspectives is a five-part series examining the trends, behaviours and expectations that will shape the next generation of food service operations.

Season 4, Episode 5: Michael Hales, CEO of Juniper Ventures

In this episode of Food Service Matters, Patrick McDermott sits down with Michael Hales, CEO of Juniper Ventures, one of London's largest school catering providers, serving approximately 26,000 meals every day across primary schools in the Borough of Newham.

With more than 40 years of experience in hospitality and school food, Michael shares his perspective on the challenges facing school catering today, from funding pressures and food waste to changing nutritional standards and the future of school meals.

The conversation explores the ongoing review of school food standards, the balance between nutrition and pupil uptake, and why creating healthier meals isn't always as straightforward as it seems. Michael also discusses the surprising realities of packed lunches, the role of education in shaping lifelong food choices, and why school meals should be viewed as an investment in health, learning and social mobility.

Patrick and Michael also dive into the practical side of food service operations, including staff training, menu design, waste reduction, supplier partnerships and the innovative work Juniper is doing to incorporate surplus produce into its supply chain.

What You'll Learn:
- Why making school meals healthier isn't always as simple as changing the ingredients
- The surprising statistic behind packed lunches and nutritional standards
- How data can help reduce food waste and improve operational performance
- Why staff training and menu design are critical to successful school catering
- How supplier partnerships can support sustainability and reduce waste
- The funding challenges facing school food providers
- Why school meals play a much bigger role in education and social mobility than many people realise

Food Service Matters is brought to you by DigiTally, helping food service operators connect operational data to drive better decisions, reduce waste and improve performance.

Food Service Matters presents Future Perspectives – a special mini-series exploring how changing generational expectations are reshaping the future operating model of food service.

In Episode 1, Patrick McDermott explores a simple but important question:
Has convenience become more important than hospitality?
From QR ordering and mobile apps to self-service technology and frictionless customer journeys, every generation now expects convenience in different ways. The challenge for food service operators is finding the balance between efficiency and the human experience that hospitality is built upon.
Patrick discusses how customer expectations are evolving, why friction has become one of the biggest threats to customer satisfaction, and what food service leaders can learn from industries that have already embraced convenience as the standard.
Key themes include:
Hospitality vs convenience

Digital ordering and customer expectations

Generational differences in service preferences

Frictionless customer experiences

The role of technology in hospitality

What the future of food service may look like

Food Service Matters: Future Perspectives is a five-part series examining the trends, behaviours and expectations that will shape the next generation of food service operations.