Unsung heroes: Event catering team

From glamourous formal dinners and electrifying parties to casual buffets, sandwiches and coffees, catering plays a significant role in shaping delegate experience at an event. Members of Matcham’s Catering at Harrogate Convention Centre talk to us about what it’s like to work in event catering and what keeps them going.

Unlike restaurants, bars and cafes that have a steady flow of customers, event catering, which often involves feeding hundreds and thousands of delegates at a time, is a different beast.

Garnering great feedback from event organisers since moving in-house last year, Harrogate Convention Centre’s (HCC) catering team, Matcham’s, is probably one of the coolest teams at the venue – young, energetic, diverse and always putting customers first, just like the rest of the bigger team.

Meet the team

Today we sit down with AJ Thomas, Catering Sales Planner, Abhishek Das, Catering Event Manager, and John Wright, General Manager at Matcham’s, to find out what it is like to work in event catering and what keeps them going.

AJ started as part-time catering agency staff working at the York Racecourse, Doncaster Racecourse, York Railway Museum, Leeds Royal Armouries and Matcham’s while studying for her maths degree, taking advantage of the flexible hours that perfectly complemented her studies.

She was then promoted to Catering Supervisor and put in charge of catering point and banquet set-up, dinner serving and clearing, ensuring data from menus to allergens and dietary requirements are accurately communicated, managing casual staff and supervising retail points, among other tasks. AJ recently took up the role Catering Sales Planner and will be working with clients to bring in catering revenue.

Abhishek ventured into the hospitality with a degree in business management and administration and a master’s in strategic management and leadership. After working for several hospitality businesses such as JW Marriott, Novotel and Matcham’s, as event catering assistant and supervisor, Abhishek decided that catering is the career he was looking for.

As Event Catering Manager, Abhishek’s plans and coordinates catering services for events, manages food and beverage operations and liaises with clients to meet dietary needs. He also oversees kitchen and service staff, ensuring health and safety compliance and a high level of customer service. Abhishek also works on budgeting and cost control.

John who took on the mammoth task of bringing HCC’s catering operations in-house last year, is a seasoned hospitality professional with more than two decades under his belt. His experience ranges from managing multiple restaurants for household names such as Hard Rock Café and Viva Brazil, to overseeing event catering operations at venues including Manchester United and Aston Villa.

Best part of the job: “It’s not the same job every day.”

Many eventprofs would agree: the ever-changing nature of the events industry, the exposure it offers, and the satisfaction of delivering a successful event for happy clients seemingly against all odds, are what keep things fresh and the job exciting year after year. Event catering is no exception.

“I quite like seeing different types of events without having to go out and look for it myself. Depending on the event, we could be delivering a dinner, a retail shop, a bar or other new things,” says AJ. “I like having different things to do all the time. It's not the same job every day and that's what I like.”

“The best part of my job is client satisfaction,” says Abhishek. “Every event is different, so are the tasks and challenges that we face. You have to be dynamic and innovative, and that keeps the job exciting.”

“The best part of my job is the challenge.”

After decades working on different aspects of catering, John took on the mammoth task of bringing Matcham’s in-house last year and that is paying off.

“The best part of my job is the challenge, without a doubt, when we brought Matcham’s in-house. We took an operation from a contract caterer and re-established all the infrastructure in-house. We should take a lot of pride in that,” says John.

And they should indeed. Below are just some of the client and delegate feedback on Matcham’s catering:

“Your staff looked after us all excellently, and a special mention to the catering team for a very high quality and attractively plated Yorkshire menu – one of the best we have enjoyed over nearly ten years of holding this event around the north of England.” - David Bentley, Past Master, Worshipful Company of Bakers, Vice Chairman East Brigantes, The Association of City of London Liverymen in the North of England

“The catering at the Harrogate’s Hospitality & Tourism Awards demonstrated excellent execution—the perfect blend of high-quality seasonal produce, vibrant colours and meticulous presentation. This was a real masterclass in banqueting catering and a cut above the norm: well done team!” - Adam Green, General Manager, Hotel du Vin & Bistro

Matcham’s have transformed itself in such an impressive way that Rob Telfer, Executive Chef, and Noel Dobbin, Catering Operations Manager, were shortlisted for Harrogate’s Hospitality & Tourism Awards 2024 and Noel won the Unsung Hero award.

The social aspect is also high on the list of things people enjoy in event catering.

“My job is broken up by a lot of interaction with the staff. It's lovely when you walk around asking how they are and cheering the team up a little bit,” says John. “It lightens the day.”

Challenges: Hours, unexpected situations, hard work

On the other hand, let’s not pretend catering is all fun and games. From the irregular hours, unexpected situations and dealing with customers’ demands to maintaining the bottom line through the peaks and troughs of the business, catering work takes some getting used to—and strength of character—to succeed.

“Event catering can be unsociable in terms of the hours,” John warns. “Maybe I’m old-school, but there is an element of just suck it up and get on with it. Catering is hard work.”

Nevertheless, depending on one’s lifestyle, some find it more acceptable.

“The irregular schedule can be something to get used to, but I didn’t mind it. It was useful when I first joined because of my studies,” says AJ.

“Always having to think ahead, remembering each event is different and not mixing them up, can be challenging,” AJ adds.

Abhishek concurs: “The biggest challenge is always handling unexpected situations, like a last-minute menu change or increase in guest numbers. We all need to be flexible.”

On the business management level, John faces a different kind of challenge.

“Taking Matcham’s Catering in-house involves putting new infrastructure in, which nobody really sees; this is one of those things that you take for granted,” says John. “It's almost like starting a new business. We had to carry on meeting the demands of events whilst also trying to set up the infrastructure of the business, and that has been a massive challenge.”

The biggest misconception

The common misconception of the catering profession can also deter people from considering it for a career.

“Just understand that people think catering is much easier and simpler than it actually is,” says AJ. “We're just serving food and drinks, but making sure everything is on time and meeting all requirements is not easy.”

John concurs: “It's far from easy if you do it properly - controlling costs, food and drink purchases, analysing your numbers to make the business profitable.”

Advice for newcomers: Be open-minded, start at the bottom and accept different opinions

So, for those who are considering event catering for a career, what’s their advice?

AJ: “Remembering the basics will get you through most situations. As long as you're open-minded and ready to adapt, there shouldn't be many things that are that hard to get past.”

John shares his advice as a veteran who has worked in different sectors within the catering business.

“If you are to become a rounded manager who understands the different facets of the business, you have to have worked kitchens, done all the pot washing and all the dirty jobs, because if you don't understand the job and you can't empathise with your team, how are you going to instruct them and ask them to do something that may be unfair—unless you know it's doable and you've done it yourself,” says John. “It takes time and patience.”

Good time management and advance planning are essential.

“Event catering is a specific animal compared to the rest of the catering industry. It is very peaks-and-troughs, feast-or-famine. It’s either really busy or really dead,” says John. “There's the old saying that ‘In times of peace, prepare for war; in times of war, prepare for peace’. When it's quiet, that's when we're planning for when it's busy.”

Last but not least, as with all work that involves customer service, customers always come first.

“Be a good listener so that you can learn. Take feedback; learn from your mistake and improve,” Abhishek concurs.

“Accept criticism positively; accept subjectivity and not take it personally,” says John. “You might have a dinner for 400 people and you might get three saying they weren't happy, but you've got to accept a different opinion.”

“Embrace technology and innovation, and obviously, you have to stay passionate about food and delivering exceptional service,” says Abhishek, who enjoys cooking and is a foodie himself.

"Event catering is a fantastic career for those who are passionate about food, creativity, and making memorable experiences."

Indeed, it is apparent Abhishek has found his true calling.

"Event catering is a fantastic career for those who are passionate about food, creativity, and making memorable experiences. One of the biggest perks of the job is the opportunity to work with local flavours, especially in a region like Yorkshire, which is renowned for its rich culinary heritage. Presenting these local delicacies not only adds a unique touch to events but also allows you to take pride in showcasing the best of what Yorkshire has to offer. This career lets you blend creativity with cultural pride, making every event a celebration of both food and local tradition," says Abhishek.

Matcham's seek enthusiastic individuals who can provide outstanding levels of customer service across various casual roles, including Casual Chefs and Casual Catering Assistants. Interested? Contact matchamscatering.har@northyorks.gov.uk and visit Vacancies for permanent position openings.