95
d e l a wa r e n o r t h c o m p a n i e s r e t r o s p e c t i v e
2010
In 1968, the Buffalo Evening News
published a piece that chronicles
the beginning years of Delaware
North. Charley, the middle Jacobs
brother, was fast losing patience
with the family’s poverty.
“I’m down at the corner candy
store watching the other kids
spend a penny for one of these
and a penny for one of those.
We don’t have any pennies for
anything. So I went home and
said to Marvin, ‘Come on, get
out those shoe-shining boxes,
we’re goin’ into business!’”
From the onset, the boys had a
strategy. “We started building up
a regular clientele. The other kids
used to water down the liquid
polish. Marvin and I didn’t. We
gave better shines; we got more
business. Simple.”
Delaware North Companies
Retrospective at a Glance
The Delaware North Family of Companies…………………..…..2
Family Leadership………....……………………………………..…4
Profile: Jeremy Jacobs.………………………....…………..……...5
Profile: Jerry Jacobs Jr.........……………………………….……..8
Profile: Lou Jacobs........……..…………………………………..10
Profile: Charlie Jacobs.......………………………….…………...12
Financial Overview...……....……………………………………...14
Vision/Mission…..……......……………………………………….15
Operating Company Reviews:
Fast-forward to 2010. With
200 locations worldwide and
more than $2 billion in annual
revenue, it’s safe to say Delaware
North leaders no longer count
their earnings in pennies. But the
principle of giving better shines,
as it were, is alive and well.
Delaware North Companies Sportservice……………….…..16
In fact, it could be the secret to
how and why this company has
survived – and thrived – since
its founding in 1915.
Delaware North Companies Parks & Resorts..……………..47
Join us now as we look back. We
celebrate the people, places and
things that have made us a global
leader in hospitality and food
service. And something much
more: the fulfillment of the
dream of three young boys.
Delaware North Companies Gaming & Entertainment……23
Delaware North Companies Travel Hospitality Services…..29
Delaware North Companies International.…...……...…..34
Delaware North Companies Boston.……..…………………40
10 Memorable Moments...........………………………………...52
Core Capabilities:
GuestPath®……....…………………..……………………….54
Culinary……....…...………………………………………....56
Retail.……...........……………………………………….....58
Brands..…...........…………………………………………...60
Corporate Social Responsibility and GreenPath®………....……62
Awards and Recognition..…..…………………………………….66
Executive Team and Corporate Information…………………….70
1
The Delaware North Family of Companies
Delaware North Companies
Sportservice
Delaware North Companies is a global leader
in hospitality and food service with operating
companies in the lodging, sporting, airport,
gaming and entertainment industries. Among its
many assets are several world-renowned resorts
and Boston’s TD Garden, widely acclaimed as
one of the top-three sports and entertainment
venues in the United States.
Delaware North began in 1915 in Buffalo, N.Y.
The city is still home to the company’s awardwinning global headquarters. It is one of the
largest privately held companies in the world, with
annual revenues in excess of $2 billion. Each
year, its 50,000 associates serve half a billion
customers in the United States, Canada, the
United Kingdom, Australia and New Zealand.
The company began with Delaware North
Companies Sportservice, the oldest name in
sports hospitality. For nearly a century, the
company has provided retail expertise and
concessions, gourmet catering and fine
dining services to sporting, entertainment
and convention center venues in the United
States and Canada. Today’s client portfolio
includes 50 of the most recognizable names
in the sports world.
2
Delaware North Companies
Gaming & Entertainment
Delaware North Companies
International
Delaware North Companies Gaming &
Entertainment is one of the most innovative
gaming and racing operators in the country,
specializing in regional gaming venues with
added amenities such as video gaming machines,
poker rooms, full-service restaurants, retail
shops and hotels. The company manages more
than 5,000 video lottery terminals throughout
the United States and operates at venues in
New York, Arizona, Florida, West Virginia,
Oklahoma and Arkansas.
Delaware North Companies International
manages the company’s award-winning
operations in Australia, New Zealand and the
United Kingdom. Its special brand of hospitality
and food service can be found in hotels,
resorts, airports, railway stations, sporting and
entertainment venues and cultural centers.
Contracts at Wembley Stadium and Emirates
Stadium, as well as long-standing involvement
with the Australian Open, have given Delaware
North’s growing international division a welldeserved reputation for handling large-scale
events at premier properties.
Delaware North Companies
Parks & Resorts
Delaware North Companies
Travel Hospitality Services
Delaware North Companies
Boston (TD Garden)
Delaware North Companies Parks & Resorts
was founded in 1992 following the company’s
winning bid for the largest contract in the U.S.
National Park Service: Yosemite National Park.
With Stewardship and Hospitality in Special
PlacesSM as its credo, Delaware North Companies
Parks & Resorts has emerged as a leader in the
hospitality sector. In addition to operating at
some of the crown jewels among national parks,
Delaware North has a portfolio that includes
world-renowned hotels and attractions. It has
been in the national spotlight on many occasions
for its lodging, culinary, retail, environmental,
marketing, recreation and management expertise.
Delaware North Companies Travel Hospitality
Services is one of the world’s leading airport food
service and retail companies. Through contracts
at major U.S. airports and toll plazas, Travel
Hospitality Services manages 300 restaurants
and retail stores, and serves more than 350
million customers each year. At nearly 70 years
old, the company is one of the oldest in the
Delaware North family and a respected member
of the travel industry. Its Gateway ConceptSM that
revolutionized U.S. airports by transforming them
into harbingers of the sights, sounds and tastes of
the host cities continues to set the standard.
The Boston Bruins
(Owned by Jeremy Jacobs,
Chairman & CEO,
Delaware North Companies)
Delaware North Companies Boston is one
of the nation’s premier providers of world-class
entertainment and hospitality experiences.
As the owner/operator of TD Garden, the
company serves more than 2.5 million visitors
each year, more than 200 days a year. Home
to the NHL’s Boston Bruins, NBA’s Boston
Celtics and NLL’s Boston Blazers, the arena
is one of the few multitenant facilities in the
United States and arguably among the best
venues of its kind in the world.
The Boston Bruins organization is one of the
original six teams of the National Hockey League,
known equally well for an unrelenting style of play
that has led it to five Stanley Cup championships.
Over the 30-plus years that Delaware North
Companies Chairman and Chief Executive
Officer Jeremy Jacobs has owned the legendary
team, it has showcased some of the best talent the
sport of hockey has ever seen. Almost 50 Bruins
have been inducted into the Hockey Hall of Fame.
3
Family Leadership
In 1915, brothers Marvin, Charles and Louis
Jacobs took the first step toward realizing the
American dream of their immigrant parents
by establishing a modest popcorn and peanut
vending business in Buffalo, N.Y. Through
hard work, dedication and innovative thinking,
that small business has grown into one of the
most admired food service and hospitality
companies in the world.
Yet, it is still a family business and Delaware
North places great value on being a private,
family-owned and -operated company. Current
Delaware North Companies Chairman and
Chief Executive Officer Jeremy Jacobs, the son
4
of founder Louis Jacobs, represents the second
generation of the Jacobs family to own and lead
the company. His three sons, Jerry Jr., Lou and
Charlie, are principals of Delaware North and
are key leaders in the company’s long-term
business strategy.
From the beginning, the company embraced
its clients, customers and dedicated associates
who continually achieve new levels of success
in delivering hospitality across the globe. It is
that commitment to service that has given rise to
one of the world’s most enduring and successful
private enterprises.
Jeremy M. Jacobs
Chairman and Chief
Executive Officer
Jeremy Jacobs is chairman and chief executive
officer of Delaware North Companies, a position
he has held more than 40 years. Son of company
founder Louis M. Jacobs, he oversees a $2 billion
business that includes global sports stadia and
arenas, airports, destination resorts, national
and state parks, and gaming and entertainment
venues. The Buffalo-based company is one of the
largest private, family-owned business enterprises
in the world.
Jacobs notes that his position at Delaware North
hasn’t always been so grand or gratifying. One of
his earliest memories of working for the company
dates back to age 14. He crawled out of bed a few
minutes too late to catch the bus on Main Street
to his dishwashing job at Batavia Downs racetrack.
“I had no choice except to hitchhike,” he recalls.
“It took me hours to get there.”
As Jacobs scrambled to reach his destination, he
was already dreading what he knew would await
him at home that evening: a stern lecture from
Louis Jacobs in his dual roles of disappointed
father and demanding boss. The anticipated
disapproval was duly delivered.
“Let’s just say I never missed that bus again!”
says Jacobs.
The lesson in promptness sank in
permanently. Today, more than a half century
later, the chairman’s car is still often the first
one in the parking lot at Delaware North’s
corporate headquarters.
“And that’s after Dad’s been to the gym,” says
middle son, Lou Jacobs, grinning.
Jacobs took over from his father as Delaware
North’s chief in August 1968. That’s when the
elder Jacobs – nicknamed “LM” – died from a
heart attack at his desk. The young Jacobs was
thrust into a role for which he felt little prepared.
“Fortunately my dad left me with a generally
solid, healthy company,” says Jacobs. “We had a
number of contracts, a very loyal customer base
and an equally loyal employee base.”
LM Jacobs left behind another useful legacy.
Jacobs had driven his father to work every day
for more than a decade, time during which the
duo reviewed customer accounts, operations and
inevitable problems. In those days, the company’s
principal business was running concessions
at racetracks, ballparks, arenas and airports.
The daily tutorials in the nuts and bolts of the
business stood the younger Jacobs in good
stead during the next four decades as he worked
hard to grow into his role as chairman, diversify
his father’s company and professionalize
its management.
5
“I would be lying if I said we didn’t have some
very tough times and dark days,” says Jacobs.
“The trick was to keep the best aspects of my
father’s approach to business, while figuring out
how to change with the times.”
Delaware North’s original food service business
is now more than 90 years old. Some of the
company’s customer relationships stretch back in
time to its founding, including an eight-decadelong affiliation with baseball’s Detroit Tigers.
Jacobs’ youngest son, Charlie Jacobs, credits
his father with passing along the core values that
defined the company under LM Jacobs.
Following Delaware North’s expansion into travel
hospitality, Jacobs was appointed to the U.S.
Travel and Tourism Advisory Board by the U.S.
Department of Commerce. He is now serving his
third term. Colleagues on the 15-member board
have included the chairmen of Disney, Marriott,
American Express and other global companies.
“Thanks to my dad, my grandfather’s practices
and management style are still carried through
today at Delaware North. Knowing your business.
Being the best operator you can be. Values that
work in every era and every situation.”
The eldest son, Jeremy Jacobs Jr., believes his
father’s success in building the company from
a few thousand employees in 1968 to 50,000
today is partly grounded in a knack for picking
great people.
“I think his insight into the human nature of
the people who work for him is uncanny,” says
Jacobs Jr. “He has an ability to get people to work
passionately for him and for the business. I think
that’s his greatest strength.”
Having good people on board, often for decades,
has allowed Jacobs to take the company well
beyond anything his father imagined. During
his 41-year tenure as chairman, Delaware North
has diversified into travel, hotels and parks, and
partnerships with major sports teams, as well as
ownership and operation of an array of gaming,
sports, and resort and entertainment facilities.
The company has served fans and athletes at
major sporting events such as the Olympics, the
Commonwealth Games, Australian Open, World
Series, all-star games, World Cup and Super Bowl.
6
On a more personal basis, Jacobs has continued
a family tradition by investing directly in sports
teams. In the 1940s, his father owned minor
league teams in baseball and hockey. In 1975,
Jacobs purchased one of the most valuable
franchises in professional sports: the Boston
Bruins. He remains the owner to this day.
Ownership of the Bruins and Boston’s celebrated
indoor arena for more than three decades
has taken Jacobs deeply into the world of
professional hockey and made him one of the
most prominent sports industry figures in the
world today. Besides leadership roles on the
National Hockey League’s Board of Governors –
including chairman of the board – he has been
instrumental in evolving the sport and expanding
its reach around the world.
Jacobs also pioneered the private-arena finance
model that has been used by major cities to build
sports arenas and stadiums without municipal
financing. He built Boston’s FleetCenter (now
known as TD Garden) for $168 million with no
public funds.
Philanthropy and education rank high on Jacobs’
personal and company priorities. Delaware North
and the Jacobs family together have donated
millions of dollars back to the communities where
the company operates.
In the realm of education, Jeremy and Margaret
Jacobs have donated more than $18 million to the
University at Buffalo, part of the State University
of New York. Their gifts have been used for
scholarships and special needs, as well as the
creation of the Jacobs Institute, a collaborative
partnership between UB and Kaleida Health in
the study of heart and vascular care, research and
teaching. More than $1 million of the family’s
gifts have helped fund two academic chairs and the
School of Management’s MBA program in China.
Jacobs has served as chairman, trustee and
director of the UB Foundation, chairman of
the President’s Board of Visitors and advisor
to the School of Management. In 1998, he was
appointed chairman of the University at Buffalo
Council by New York Gov. George Pataki.
An alumnus of UB’s School of Management
and the Harvard School of Business Advanced
Management Program, Jacobs has received
honorary doctorates from UB, Canisius College
and Johnson & Wales University.
We’re easy to distinguish
from our competitors. We’re
family-owned. The next generation
is in place. We have proven
experience, which I consider a
real plus. We are predictable and
we are dependable.
“I think I’ve been a good link between the first and
third generations,” says Jacobs. “I’ve tried to bring
in sophisticated management and technology and
grow the business, while preserving our original
values. I’ve been with the company more than 50
years, so my memory of the early days is something
I can pass along to the next generation, including
my children.”
“By the way, I’ve enjoyed the hell out of myself,”
continues Jacobs, with a broad grin. “Frankly,
I haven’t really ‘worked’ for years because this
business is such a joy to be in.”
He and his wife, Margaret, have six children,
18 grandchildren and one great-grandchild.
The couple’s three sons – Jerry Jr., Lou and
Charlie – are principals and active in the business.
7
Jerry Jacobs Jr.
Principal
Jerry Jacobs Jr. is a principal of Delaware North
Companies, a vantage point he shares with his
two brothers, Lou and Charlie. Together the trio
represents the next generation of Jacobses to play
hands-on roles in the management and guidance
of one of the largest family-owned businesses in
the world.
In his current executive role, Jacobs and his
two brothers bear primary responsibility for the
long-term strategic direction of Delaware North
and its six operating companies. He pinpoints
attractive mergers and acquisition candidates,
works with financial institutions to develop and
implement overall business strategy and positions
the company in emerging markets.
While Jacobs’ focus is Delaware North’s future, he
believes in mining the company’s rich past for the
lessons it offers. He credits his grandfather, Louis
“LM” Jacobs, with laying a foundation that has
stood the test of time.
“LM was a great operator and knew his business
inside out,” he says. “He also grasped the value of
cultivating relationships for the long term. I think
he was the first to recognize that baseball was really
a brotherhood. That the team owners were a
tightly knit group of people. How you treated one
affected your relationship with all the others.”
The focus on strong relationships, says Jacobs,
distinguishes Delaware North from many of its
public-company competitors.
8
“I can’t tell you how powerful it is to be able to
tell a customer, ‘Call me anytime – evenings,
weekends – if you have a problem,’” says Jacobs.
“Most companies can’t offer that level of access.
My customers know that I’m a principal in this
business. I’m not going anywhere. That has
special meaning in the sports community where
private owners want to meet you and know you’re
going to be there when they need you.”
Jacobs began his career with Delaware North while
he was still in high school, rotating through jobs
that gave him a taste of each of the company’s
areas of operation. One summer stint involved
the Melody Top Theatre in Milwaukee during his
sophomore year in college.
Privately held companies like
ours are held for reasons beyond
just pure economics. They’re also
held for longer periods of time
than public ones, and with more
commitment to disciplined practices.
Private companies tend to focus
more on the long term.
“The theater was only set up in the summertime,”
says Jacobs. “A big tent for the performance, one
central concession stand and two bars. The first
step was get everything out of storage and assemble
the temporary buildings. I’ll never forget the
look of horror on my supervisor’s face when he
saw me perched on top of the concession stand,
painting the roof. He figured that if I fell off,
he would have to answer to my dad. So he made
me come down!”
Jacobs was graduated by Georgetown University
in 1985 and returned to Delaware North as
director of development for the company’s
airport business in Dallas. “[It was] the best
experience I ever had,” he says.
After receiving an MBA from the Wharton School
at the University of Pennsylvania, Jacobs returned
to Delaware North in 1989 as vice president
of development. He was named executive vice
president of the company in 1991.
Four years later, he took the rein of Sportservice,
the company’s flagship subsidiary and its
oldest business division, founded in 1915 by
his grandfather and two great-uncles: Louis,
Charles and Marvin Jacobs. Under his leadership,
Sportservice successfully pursued new clients,
venues and events. The growth continues.
Sportservice’s revenue was $179 million in 1995.
It has nearly tripled since then. Jacobs also
cultivated Delaware North’s premium dining
expertise and its retail prowess.
In 2001, Jacobs was named one of the most
influential in sports by Street & Smith’s
SportsBusiness Journal’s Forty Under 40. He serves
as alternate governor for the Boston Bruins, the
hockey franchise his father has owned since 1975.
Jacobs served on the Georgetown College of Arts
& Sciences advisory board from 1995 to 2000.
He remains an active alumnus interviewer.
He also makes time for an array of civic and
philanthropic activities, including fundraising
and other leadership roles in the United Way.
But his first loyalty is to Delaware North, “My
father’s seventh child,” he says, laughing. “This
company is part of the family. My dad had to
fight hard to keep the business when his own
father died suddenly. Delaware North means the
world to him and to our family. We’ll be around
for many more generations to come. Because
this is so much more than just a business to us.
It’s part of who we are. A pile of cash just has no
appeal. We love what we do. So why would we do
anything different?”
9
Lou Jacobs
Principal
Lou Jacobs is a principal of Delaware North
Companies and a member of the company’s
senior management team.
“My focus is on looking at acquisitions, key
investment opportunities and hopefully
representing the family as a responsible and good
owner,” says Jacobs. “In a nutshell, I spend my
time looking at the big picture.”
Only 4 years old when his grandfather – company
founder Louis M. Jacobs – passed away, Jacobs’
earliest memories of Delaware North are of
tagging along with his father, Jeremy Jacobs Sr.,
to the office on Saturdays.
“My brothers, Jerry and Charlie, and I would
latch on to the vending machine folks and help
them refill the machines or do other little odd
jobs around the building. How helpful we actually
were is anybody’s guess.”
Jacobs’ first summer job with the company was
staffing the pari-mutuel window at the Buffalo
Raceway when he was in high school.
“I’ll never forget my first night,” he says. “My
boss reminded me straight off that I was there to
learn the business, not have fun. He was a pretty
intimidating guy. Anyway, I stood behind this
machine, figuring out as fast as I could what the
various gaming terms meant as old hands placed
rapid-fire bets. I was nervous, because if you
made a mistake, you owned the ticket. I could
have lost a week’s wages if I blew it. It was such an
adrenaline rush! I loved that job. The summer
flew by.”
10
After being graduated by Harvard in 1986,
Jacobs joined the company’s gaming division.
He was named vice president two years later and
given responsibility for expanding Delaware
North’s pari-mutuel operations. After taking a
break to earn his MBA from Harvard’s business
school, Jacobs returned to the family business
and relocated to Sydney, Australia, in 1993 to
become chairman of Delaware North (Australia)
Pty Ltd, a division of the company’s international
operations. The following year, he was appointed
president of Delaware North Companies
International. He returned to the company’s
global headquarters in Buffalo in 1995, at which
time he was appointed executive vice president.
“In the 25 years I’ve been with the company, one
of the things I’ve come to appreciate most is the
self-effacing culture we have,” says Jacobs. “We’re
nothing if not an organization that can laugh at
itself, laugh at our mistakes and have fun with
what we’re doing. I love how tenacious we are,
how open we are and the way we attack problems.”
An accomplished equestrian, Jacobs has competed
in horse sports for more than 34 years, including
two World Cup Finals as a representative of
the United States Equestrian Team. He is
chairman of the finance committee of the
National Horse Show’s Board of Directors and
a member of the organization’s board. He also
is vice chairman of the Lake Placid Horse Show
Board of Directors, and a member of the amateur
and audit committees of the United States
Hunter Jumper Association.
Jacobs was named one of the young leaders in
the sports industry by SportsBusiness Journal’s Forty
Under 40. In keeping with family tradition, he is
active in philanthropic causes as a director of The
Martin House Restoration Corporation and the
Roswell Park Alliance Board of Directors. He is
also an alternate governor for the Boston Bruins
National Hockey League franchise, the team his
father has owned since 1975. Asked about the
company’s future, Jacobs emphasizes his family’s
commitment to the future.
I don’t want to be the smartest
guy in the room. I want to surround
myself with incredible people who
take this company forward. I want
to recruit the people who will boldly
say: ‘Here’s where we’re going to
take this company. Climb aboard!’
“Our country is coming out of an age when great
fortunes were made in flipping businesses by
people who were short-term thinkers. It never
occurred to us to sell Delaware North, to cash
out. Why would we? This company means far
more to my family than transactions or money.
“My family sees its role as defining the culture,
preserving the values and committing resources –
including human resources – to help us grow well
into the future. Our goal is to bring in the most
incredibly talented people to grow this company
beyond anything we thought it could be and in
the process, help them have fabulous careers in
which they can do extraordinary things.”
11
Charlie Jacobs
Principal
Charlie Jacobs is a principal of Delaware
North Companies and a member of the senior
leadership team that guides the company’s global
operations. He oversees the Jacobs family’s
business and philanthropic activities in Boston,
including the Boston Bruins hockey franchise and
the charitable Boston Bruins Foundation,
of which he is president.
He is also responsible for the TD Garden,
Boston’s premier entertainment and sports
arena. Home to the Boston Bruins, the arena
was privately financed, a path-breaking model
that many other major sports teams have
since adopted.
During summer breaks while attending Boston
College, Jacobs worked for Delaware North in
various positions, including a stint in Wisconsin
lobbying for gaming legislation. After graduation,
Jacobs accepted a position with the Los Angeles
Kings hockey team, holding positions in the
finance, marketing and sales divisions. He later
joined the product and services division of TRW
Systems Integration Group before becoming
president and CEO of Total Media Group in
San Francisco. He had responsibility for the
management and operations of the company
and all of its operating units and led the
company through dramatic growth, including
the development of three new business segments:
Web development (Total Net), interactive media
(Total Interactive) and broadcast design. The
San Francisco-based venture gave him deep
appreciation for what it takes to make a business
successful. He still serves on the company’s board.
12
“I can tell you about the weekends spent at the
office and the late-night phone calls about
problems that needed to be fixed,” says Jacobs.
“I see Delaware North through a lens that I
wouldn’t have if I hadn’t worked outside and
then returned.”
When he returned to the family business, the
opportunity to focus on the Boston Bruins
franchise was tailor-made for Jacobs. An avid
sports fan and enthusiast, he plays hockey in
his spare time and is also an accomplished
equestrian. In fact, it is Jacobs’ involvement in
the sports world that earned him the title of one
of the most influential leaders in sports awarded
to those bright stars in the industry under 40
years of age. He received the same honor from
the business community in his home city of
Boston when he was named one of Boston’s 40
under 40 leaders to be watched in their fields.
We are stewards of the amazing
Boston Bruins legacy. Moments
and experiences transcend time,
passing from one generation of fans
to the next. The same holds true for
Delaware North. When a company
has been around for 95 years, has
been built from the ground up and has
touched so many people, you feel an
immense amount of pride, but also a
monumental responsibility to ensure its
success for generations to come.
“When my grandfather started the business
more than 90 years ago, we were by and large
a concession business,” says Jacobs. “But
as opportunities presented themselves, he
broadened the scope of the company. Watching
his sports-team customers run their businesses,
he started purchasing sports franchises as well,
including the Buffalo Bisons hockey team and
later, the Cincinnati Royals. I am proud to be
playing a role in carrying on the family tradition.
The sports industry is so dynamic and exciting.
I wouldn’t trade it for anything.”
Although Jacobs never had a chance to meet
his grandfather, Louis M. Jacobs, a well-known
sports leader of his time, he says he is touched
anytime he meets someone who knew the
company founder.
Jacobs’ philanthropic interests are immense
and include the Boston Bruins Foundation, an
organization he helped create. The foundation
supports charitable organizations that enhance
the quality of life of children in the community.
Since its inception in July 2003, it has raised
millions of dollars and benefitted thousands
of youth and area organizations. In 2010, the
foundation sponsored its first team in the
famous Boston Marathon.
“The fact that people still remember and speak
fondly of my grandfather reinforces in my mind
the value of being a family-run business, where
heritage and continuity between generations
mean something.”
Jacobs also appreciates the blend of enthusiasm
and opportunism that drove much of Delaware
North’s growth during his grandfather’s and
father’s time at the helm.
In addition to his roles at Delaware North,
Jacobs serves the Boston Bruins as an alternate
governor on the National Hockey League’s Board
of Governors, a position he has held since 2000.
He is also a member of the board of directors of
the New England Sports Network (NESN) and
New England Sports Museum.
Jacobs and his wife, Kim, also support numerous
other charitable endeavors throughout New
England, including the Dana-Farber Cancer
Institute, Boston’s Children’s Hospital, March
of Dimes, Bridge Over Troubled Waters and
the Cardinal Cushing School.
13
Financial Overview
Among the qualities for which Delaware North
is most respected is its financial stability. Despite
a weak global economy, the company again
met its financial objectives and finished 2009
with more than $2 billion in revenue. With
200 locations in seven market sectors that are
served by 50,000 associates around the world,
Delaware North is one of the largest privately
held companies in existence.
Delaware North was able to take advantage of a
buyer’s market and its own financial standing to
acquire four hotels in North America and five
prestigious, one-of-a-kind resorts in Australia,
giving the company a lodging foothold there.
In addition, it was able to make the necessary
financial commitments to win important new
business at the New Meadowlands Stadium and
to rebid and win the contract for the operation
of Kennedy Space Center Visitor Complex
for NASA.
With signs of economic improvement dawning,
Delaware North has its objectives clearly in focus:
Concentrate on steady growth while
maintaining shareholder-return thresholds;
Manage the balance sheet to investmentgrade standards;
Expand owned assets in core businesses; and
Continue to be opportunistic.
2.1 Billion
$
Annual revenue
207
Forbes rank
200
Locations
14
Revenue by Operating Company
50,000
Associates
300
Retail locations
500 Million
Guests served
Gaming & Entertainment 31%
Sportservice 23%
Parks & Resorts 16%
Travel Hospitality Services 11%
International 11%
Boston Bruins 4%
TD Garden 3%
Other <1%
Vision
A global leader
in hospitality and
food service.
To become the preferred provider
of products and services that
foresee and satisfy the needs of
customers, balancing the highest
level of satisfaction consistent with
maximizing returns to stakeholders.
Mission
Creating special experiences
one guest at a time.®
15
Delaware North Companies Sportservice
1915
As the dark clouds of economic recession
continued into 2009, Delaware North Companies
Sportservice was well-prepared and positioned
to face the challenges. Under the leadership
of President Rick Abramson, Sportservice was
undeterred in continuing to expand its client
base, adding some major new accounts and
increasing the scope of several others.
Sportservice was also ahead of the game in
anticipating customers would be looking to stretch
their dollars in 2009. Working with its Major
League Baseball clients, the company introduced
bundled value meals at all of its ballparks and
$1 concession items at select locations. Fans
responded by gobbling up the special deals,
helping Sportservice clients provide another
reason for families to make the ballpark their
destination of choice for entertainment.
“The Jacobs family invented the concessions
business and guided the company through the
Great Depression and other challenging economic
times,” Abramson said. “Sportservice will continue
to innovate and always find ways to succeed.”
Although 2009 was not a banner year for
Sportservice’s Major League Baseball clients –
only two made the playoffs – it was certainly a
memorable season for the St. Louis Cardinals,
one of the company’s oldest clients. The team
hosted the 2009 All-Star Game in July. It
was also a huge and successful undertaking for
Sportservice, which not only handled its normal
food, beverage and retail services at Busch
Stadium, but also at many locations outside the
16
stadium. Sportservice realized more than $5.1
million in sales for the three days, its largest-ever
single event in terms of revenue. Add to that the
fact that for the first time in the history of the
game, the stadium food service provider (i.e.,
Sportservice) was awarded the right to cater the
galas leading up to the big night.
Earlier in the year, the Columbus Blue Jackets
made their first-ever NHL playoff appearance,
and Sportservice was there to provide Nationwide
Arena fans with great food and merchandise to
mark the occasion.
But the brightest spot for Sportservice once again
was at Delaware North’s own TD Garden in
Boston. On the heels of the Celtics’ 2008 world
championship campaign and playoff appearance
by the Bruins, each team posted an impressive
regular season in 2008-09 – the Bruins led the
Eastern Conference – and followed with two
exciting playoff series. The story was exciting in
2010 as well. The Bruins came from behind to
defeat the Buffalo Sabres in the Eastern Region
quarterfinals, while the Celtics again met the Los
Angeles Lakers in the championship round.
The year also saw Sportservice gear up to begin
major food, beverage and retail operations at
three new venues – two in New York/New Jersey
and one in Minnesota – and the company also
landed another major client and venue in early
2010. And as the new year dawned, Sportservice
was working with Food Network on new premium
menu concepts for its Major League ballparks
and other venues.
17
New York, New York
Sportservice has a larger presence in the NFL –
and in the Big Apple – now that it operates food
and beverage concessions, premium dining,
catering and retail services for the New York
Giants and Jets.
Sportservice was selected through a competitive
bidding process conducted by the New
Meadowlands Stadium Co., the joint venture
formed to develop the one-of-a-kind, world-class
venue. Located next to the old stadium in New
Jersey, the $1.7 billion New Meadowlands Stadium
seats 82,000 fans, including 17,000 indoor seats
in clubs and 218 suites. It features more than 800
points of sale, and a catered tailgating area outside
the stadium serves fans arriving via commuter rail.
Sportservice’s executive and sous chefs at New
Meadowlands Stadium are being assisted by Great
Performances, the acclaimed New York caterer
with which Delaware North partners to operate
the historic Grand Ballroom of The Plaza
in Manhattan.
In addition, celebrity guest chefs are being
featured in the exclusive Commissioner’s Club,
which offers luxury dining in either a private or
communal setting. Meanwhile, the flagship retail
store, at more than 9,000 square feet, is setting
a new standard in the NFL.
18
Fans of the New York Giants and New York Jets,
as well as attendees of concerts and year-round
special events, are experiencing contemporary
takes on traditional favorites and the region’s
unique twists on specialties from across the
globe. Sportservice developed the “Home
Food Advantage” concessions theme for New
Meadowlands Stadium that features the best New
York and northern New Jersey fare. Sportservice
culinary officials and chefs spent a year visiting
restaurants and tasting the fare of the most
popular street vendors to create the menus.
Bullish on New Jersey…and Arizona…
and North Carolina
Although a contract for the New Meadowlands
Stadium would appear to be enough for one year,
there’s much more going on for the oldest name
in sports hospitality. Sportservice’s presence in
the New York-New Jersey area grew even larger
in 2010 with a contract to operate food, beverage
and retail services at the new Red Bull Arena.
The soccer-specific venue has been built to serve
as the home of Red Bull New York, the Major
League Soccer (MLS) team formerly known as the
MetroStars before being purchased by Austrian
energy drink producer Red Bull. The new arena
in Harrison, N.J., seats 25,000 fans under a
European-style roof that leaves the field open.
Sportservice has been spreading out in other
regions as well. In early 2009, the company
opened Camelback Ranch, the impressive new
Glendale, Ariz., spring training home of the
Los Angeles Dodgers and Chicago White Sox.
These are just a few of the regional favorites that
Sportservice has worked with the Minnesota Twins
to feature at the new ballpark. Making the food
and beverage experience there something fans
can savor is job one.
Sportservice is providing all concessions,
premium dining, catering and retail services at
the 10,000-seat ballpark, which includes 12
private suites and an all-inclusive premium
seating area behind home plate. The ballpark
set a Cactus League attendance record in
spring 2009.
“The menu roster that Sportservice has put
together for Target Field will grant Twins fans a
locally diverse sampling of some of the best food
the Twin Cities has to offer,” said Dave St. Peter,
Twins president.
In February 2010, the Carolina Panthers chose
Sportservice to take over food, beverage and
retail operations at Bank of America Stadium in
Charlotte. The team had been handling the services
on its own. The Panthers represent Sportservice’s
seventh National Football League client.
Taste of Twins Territory
Walleye fingers. Pork chops on a stick. A signature
steak sandwich inspired by one from Murray’s, a
legendary Minneapolis steak house. Traditional
bratwurst, Polish and Hungarian sausage made
fresh daily by Kramarczuk’s, a family-owned
operation only a mile from Target Field.
Sportservice spent 2009 ramping up its new
operation in Minneapolis-St. Paul in preparation
for the 2010 inaugural season at Target Field.
The company is handling all concessions,
catering, premium dining and retail for the
40,000-seat ballpark.
Widening the retail trail
With new retail contracts in place for the New
York Giants and New York Jets, the Carolina
Panthers and the New York Red Bulls, it’s safe
to say Sportservice’s retail business is growing at
a rapid pace. In addition, the Minnesota Twins,
Buffalo Bills and Columbus Blue Jackets came
on board two years ago.
19
It was the first time MLB selected the All-Star
Game venue concessionaire to cater its gala
and pregame party. Meanwhile, Sportservice’s
new stores and Ballpark Village kiosks helped
achieve second-highest retail sales ever for the
Midsummer Classic.
To top it off, Sportservice hosted a pregame
reception that drew many clients and MLB team
executives, as well as Baseball Hall of Fame members
Harmon Killebrew and Ferguson Jenkins.
Sportservice is continuing to remake existing
retail stores and open new ones for its clients.
Perhaps there’s no better example than its effort
in St. Louis in 2009. Sportservice unveiled a
new TOUCH by Alyssa Milano boutique store
at Busch Stadium and Cardinals Team Store
presented by Nike at nearby Ballpark Village in
time for the 2009 MLB All-Star Game.
An all-star performance in St. Louis
The 2009 MLB All-Star Game was the largestever Sportservice operation. The company fed
150,000 people and sold merchandise to likely
just as many fans over the four-day event in
St. Louis. By all accounts, it was also one of
Sportservice’s shining moments.
Sportservice received praise from many quarters
for its ability to offer St. Louis favorites such as
pulled pork in sweet St. Louis-style barbeque
sauce, and toasted ravioli in both concessions
and premium areas. Chefs and culinary managers
from across the company pitched in at Busch
Stadium and at the temporary operation
Sportservice erected in Ballpark Village to
cater MLB’s two big parties, each of which
drew more than 4,000 guests.
20
The place to party
The Delaware North-restored Grand Ballroom
of the historic Plaza hotel in New York City is
fast regaining its decades-old reputation as the
place for important social events.
The singular Grand Ballroom, operated through
a partnership between Sportservice and New
York caterer Great Performances, was selected
by NBC to host the reception for “Today
Throws a Wedding.”
Seen by millions, the live show in July 2009
afforded one lucky couple a fantasy wedding
and reception within the gilded splendor of
the landmark ballroom that was restored by
the partnership. Also on the show, CPS Events
unveiled a new signature drink, the Pomona.
Then in October, the Grand Ballroom further
demonstrated it is a world-renowned venue for
premier weddings as the magazine Martha Stewart
Weddings celebrated its 15th anniversary. More than
900 guests attended, and CPS Events brought in
celebrity chef Masaharu Morimoto of “Iron Chef
America” fame to add to the culinary splendor.
In November, multifaceted celebrity Sean John
Combs, better known as Diddy, celebrated his
40th birthday with a lavish gathering. U2’s Bono,
and Jimmy Fallon and Martha Stewart helped the
record producer, rapper, actor, fashion designer
and dancer get the party rockin’.
Family values
Sportservice and its Major League Baseball clients
received plenty of positive press for bringing
family-friendly pricing to ballparks for the 2009
season. In addition to regional media such as the
Milwaukee Journal Sentinel and Cincinnati Business Courier,
ESPN the Magazine credited Sportservice’s efforts
and quoted Abramson: “A family can come
to the ballpark and enjoy the experience on a
fixed budget.”
Another family-friendly effort of Sportservice was
expanding menu choices at several Major League
ballparks hosting home openers on Good Friday,
on which Roman Catholics are to abstain from
eating meat. For example, in San Diego, Padres
fans enjoyed whole roasted fish, shrimp burritos,
fruit cups, salads, clam chowder and fish ‘n chips.
Highlights
Sportservice adds another marquee account
with the New Meadowlands Stadium in New
Jersey, which opened in 2010 as the home of
the NFL New York Giants and New York Jets.
Sportservice operates all food service, catering
and retail at the state-of-the-art venue, which
also hosts top college football games, concerts
and many other events.
Sportservice and the Minnesota Twins
open Target Field, the team’s new ballpark.
Sportservice handles all concessions, premium
dining, catering and retail, and features a
number of Minnesota favorites on its menus.
Not far from the New Meadowlands Stadium,
Sportservice begins operating at the new Red
Bull Arena in Harrison, N.J., in 2010. The
25,000-seat, soccer-specific venue is home to
Major League Soccer’s Red Bull New York team.
Sportservice adds a seventh National Football
League client in early 2010 when the Carolina
Panthers organization foregoes a competitive
bidding process and asks Sportservice to take
over the food, beverage and retail operations
that the team has been operating at Bank of
America Stadium.
Tapping its deep culinary and operational talent
from across the country, Sportservice handles all
food, beverage and retail services inside and
around Busch Stadium in St. Louis for the
2009 MLB All-Star Game, including catering
two parties that draw 4,000 guests each.
21
22
Delaware North Companies
Gaming & Entertainment
1939
Delaware North Companies Gaming &
Entertainment enjoyed a year of growth in 2009
as its popular regional gaming and entertainment
destinations outperformed many gaming venues
in the hard-hit international gaming industry.
Delaware North’s gaming properties were well
positioned for success, thanks to several years of
major renovations and expansions. These included
the new $30 million Daytona Beach Kennel Club
& Poker Room, which opened in mid-2008, and
Wheeling Island Hotel•Casino•Racetrack, which
two years ago added table games to become a full
casino resort destination.
Southland Park Gaming & Racing continued to
grow its Arkansas and Memphis-area audience for
gaming, adding a new steakhouse and simulcast
center, the finishing touches on its two-yearold, $40 million expansion. Southland Park also
bolstered its offerings of electronic poker and
blackjack, while adding 300 new gaming machines
with popular themes.
Delaware North’s video lottery terminal (VLT)
operations in New York state posted revenue gains
in 2009 as well, further solidifying themselves as
regional gaming and entertainment destinations.
Finger Lakes Gaming & Racetrack completed
the first phase of a multiyear renovation and
expansion project, and Hamburg Casino at the
Fairgrounds broke ground late in the year on a
new gaming and hospitality building.
Similarly, Wheeling Island and Daytona
Beach gained recognition as popular, top-flight
regional casino and poker venues, respectively.
Wheeling Island did so in the midst of
increased competition in nearby Pennsylvania,
differentiating itself with entertainment and
outstanding restaurants to complement its hotel,
gaming and racing offerings.
The Delaware North Companies Gaming
Hospitality Group added a major contract in
2009 with the $300 million Choctaw Casino
Resort, which opened in February 2010 in
Durant, Okla. Delaware North is operating a
wide variety of restaurants as the casino’s food
and beverage partner.
Wheeling’s Moon a poker star
They’ve only been playing poker at Wheeling
Island since December 2007, yet already one of its
patrons has made it to the top of the poker world.
Darvin Moon, who qualified at a Wheeling Island
tournament, finished second and picked up a cool
$5.2 million at the 2009 World Series of Poker
in Las Vegas. Moon wore a Wheeling Island shirt
during the tournament “out of respect,” he said,
turning down lucrative endorsement deals with
poker websites.
Moon, who owns and operates a small logging
company in Maryland, began playing poker
only a few years ago and honed his skills at
Wheeling Island.
23
An exciting first year
In just a year, the new Daytona Beach property
landed on the international poker map.
Since moving to the new facility and opening
a 50-table poker room with a Las Vegas feel, it
has furthered its reputation as a gaming leader
in central Florida. For example, the room’s
$181,500 in revenue for a single week in January
2009 broke a venue record, thanks largely to
World Series of Poker events, other qualifying
tournaments and hefty jackpots.
Daytona Beach was also designated as a World
Series of Poker satellite location, drawing
professional poker star and actress Tiffany
Michelle, known as Hot Chips to poker insiders,
for one of the tournaments in April 2009.
Nothing but the best
Casino Player named Wheeling Island best casino
as part of its 2009 Best of Gaming awards. The
Delaware North-owned and -operated gaming
destination received seven other first-place gaming
awards from the publication, including best
hometown slots, best reel slots, best video poker,
best cash back, best promotions, best service
and luckiest casino. Casino Player is one of
the most well-known and respected gaming
trade publications.
24
Let us entertain you
Part of Wheeling Island’s successful positioning
has been as a complete entertainment destination,
with regular big-name concerts leading the way.
For example, the Temptations appeared in
April 2009, while Styx & REO Speedwagon
headlined a concert on Independence Day
weekend. The summer also saw concerts
featuring country star Dwight Yoakam and
1970s rock legend Peter Frampton.
A fine vintage in New York wine country
Finger Lakes Gaming & Racetrack celebrated
its fifth year of video gaming operations in
February 2009, offering guests a weekend of
special promotions and entertainment, plus a
dinner with VIP players.
Like the vineyards in the Finger Lakes region,
the venue continues to grow in popularity as a
destination for Rochester-area residents and
tourists alike. Delaware North has responded with
exterior aesthetic and venue-access enhancements
and interior hospitality-area renovations.
And even the racetrack portion of Finger Lakes,
already busy three seasons of the year with the
only thoroughbred racing in the state west of
Saratoga, has become a year-round venue.
The International Series of Champions (ISOC)
AMSOIL Championship Snocross Series began
an annual tour stop at Finger Lakes, drawing
large crowds to the inaugural event in February
2009 and again in February 2010 to see the
fast-paced action.
We showed the way
In early 2009, Delaware North completed its
five-year management engagement and facilitated
a smooth transition for Saratoga Harness Racing,
the parent company of Saratoga Gaming and
Raceway, to assume operational management
of its own facility.
Delaware North guided Saratoga through major
expansion projects in 2004, when Saratoga
became the first racetrack video gaming facility
in the state of New York, and again in 2007,
when it added more gaming, hospitality and
entertainment amenities.
“We are very proud of what we have accomplished
by working closely with Saratoga Harness Racing
every step of the way,” said William Bissett,
president of Delaware North Companies
Gaming & Entertainment. “We demonstrated
how to collaborate with the ownership and
operator of the racing side to run an effective
entertainment destination.”
“Southland’s transformation from a sleepy
greyhound racing venue into a multipurpose
entertainment facility has helped it thrive at a
time when other gaming-based operations are
struggling,” the Memphis Commercial Appeal wrote
in January 2009.
Getting the word out that Southland Park
now offers gaming and great entertainment in
addition to racing was a key part of that success.
It continued to reach the Memphis audience with
its creative – and some might say provocative –
advertising campaign. The “Be Lucky That Way”
billboard campaign was a finalist for Best Outdoor
Advertising Campaign in 2008 at the Voice
Awards in Las Vegas.
Southland Park worked with Memphis-based
advertising firm CS2 on the campaign. The
campaign used humor and 1950s-era characters
to promote the venue’s gaming offerings,
including electronic poker and blackjack.
The two companies are still working together
on potential new gaming venues and to build
Gideon Putnam Resort’s reputation as the
premier historic hotel and spa in New York’s
capital region.
Southland Park gets busy…and lucky
By all accounts, competitors’ casinos in
Tunica, Miss., were losing patrons amid
2009’s challenging economy. But only an
hour away in West Memphis, Ark., Delaware
North’s Southland Park Gaming & Racing
was bucking the trend to the point of seeing
its business increase.
Southland Park successfully expanded its
customer base in Arkansas and the Memphis
area by continuing to enhance itself as a nightout destination, adding a new steakhouse and
simulcast center that are the crowning touches
on a multiyear, multimillion-dollar expansion.
25
Breaking ground at the fair
Delaware North began work in late 2009 on a new
home for Hamburg Casino at the Fairgrounds at
the Erie County Fairgrounds in Hamburg, N.Y.,
just outside of Buffalo, N.Y. The $25 million
casino building replaces the current gaming area
below the Buffalo Raceway grandstand.
The new building connects to the International
Agri-Center building, which regularly hosts trade
shows. In addition, the venue is more accessible
and visible to the public, especially during the
two-week Erie County Fair that draws nearly 1
million visitors each August.
While the project did not add to the current
950 gaming machines, the 66,000-squarefoot casino provides a more comfortable and
efficient gaming floor and larger and more
diverse hospitality amenities, including a
260-seat buffet and 135-seat bar and lounge
that hosts local entertainment acts.
26
Big Oklahoma debut for the Gaming
Hospitality Group
After months of planning, developing an
impressive lineup of restaurants and putting
together a 270-person food and beverage
staff, the Delaware North Companies Gaming
Hospitality Group got its moment in the spotlight
as the Choctaw Casino Resort kicked off a six-day
opening celebration in early February 2010.
The brand-new $300 million casino opened its
doors to large crowds that quickly discovered the
tremendous culinary experience that Delaware
North is providing as the casino’s food and
beverage partner. Delaware North is managing
and operating the casino’s wide variety of
restaurant concepts, including the sophisticated
1832 Steakhouse; Tomatillo’s and its Mexican
fare; the Blue Moon Café; and the Las Vegas-style
Butterfield’s Buffet.
Highlights
Delaware North gaming and racing venues
continue to increase their appeal as regional
entertainment destinations in part by
leveraging the company’s significant
investments in recent years to expand
gaming and hospitality amenities.
Additional projects at Finger Lakes Gaming
& Racetrack and Hamburg Casino at the
Fairgrounds are in the works to continue to
position the venues in the Western New
York gaming and entertainment markets.
A 150-seat food court offers four specialty
concepts: Americo’s, Dixon’s Grill, the Durant
Station Deli and the famous, award-winning
Salt Lick Bar-B-Que of Austin, Texas, with
which Delaware North has partnered in airport
locations. Delaware North is also managing onsite
catering and banquet operations for the casino’s
conference and meeting areas.
Two Delaware North gaming venues put the
company on the poker map. Both the new
Daytona Beach Kennel Club & Poker Room
and Wheeling Island Hotel•Casino•Racetrack
regularly host World Series of Poker qualifiers,
with Wheeling Island producing the secondplace finisher in the 2009 championship in
Las Vegas.
Delaware North’s Gaming Hospitality Group
develops and begins managing and operating
restaurants at the new Choctaw Casino Resort
in Durant, Okla.
The ongoing Choctaw partnership represents a
major account for the Gaming Hospitality Group.
The new casino includes a 330-room, four-star
hotel, spa and fitness center, 38 table games, a
30-table poker room and 3,000 slot machines.
Located just 90 minutes north of Dallas, it is
owned by the Choctaw Nation of Oklahoma.
27
28
Delaware North Companies
Travel Hospitality Services
1941
Despite its more than 60 years in the business,
Delaware North Companies Travel Hospitality
Services reinvested in its brand in a major way
in 2009. The results, quite frankly, have
been astounding.
Under the leadership of operating company
President Matt King and a new business
development team, Delaware North announced
a wave of strategic alliances with high-profile
national brands such as Food Network, Travel
Channel, The Coffee Bean & Tea Leaf and
Which Wich. It also began working with Iron
Chef Masaharu Morimoto on a new airport
dining concept.
Some of these new partnerships are providing
Delaware North with added appeal in seeking
new and expanded airport contracts. Others
have already resulted in completed or soonto-be-developed new locations, including
Sports Illustrated, Heineken, The Coffee
Bean & Tea Leaf, Moe’s Southwest Grill and
Pink’s Hot Dogs.
Pink’s, a second location of the well-known
Hollywood gourmet hot dog restaurant, is just
one of a number of new concepts Delaware
North is adding or has added over the last year
that fits the company’s innovative Gateway
ConceptSM. Delaware North works to select
appropriate local, regional and national brands
that enable airports to reflect their communities
and serve as economic engines for the region.
With a strategy centered on meeting the demands
of a new generation of travelers who seek fresh,
fast and healthy dining options, Delaware North
Companies Travel Hospitality Services is
well-positioned to increase its market share
as one of the nation’s leading airport food
service and retail companies.
With a little help from our friends
Delaware North Companies Travel Hospitality
Services announced in October 2009 that it
is teaming up with celebrity chef Masaharu
Morimoto to develop new fast-casual airport
restaurants at several larger airports across
the country.
The new restaurant concept, Skewers, will feature
yakitori-style meals – skewered meats with vegetables
grilled or fried and served with rice bowls. Yakitori
is popular as street and bar food in Japan, but is
little known in the United States. Soups and salads
will also be on the menu, which is intended to
offer fare that is convenient, tasty and healthy.
“The restaurant will provide travelers with
a unique Asian dining experience and
connect them with Morimoto’s fabulous
interpretation of Japanese cuisine,” said
Matt King, president of Delaware North
Companies Travel Hospitality Services.
In addition to working with Morimoto, one
of Food Network’s most well-known iron
chefs, Delaware North is collaborating with
the popular cable television station on several
new airport dining concepts.
29
Here comes more sun
Delaware North has been making a splash in
Florida. Since mid-2009, the company has
added new national restaurant concepts to Fort
Lauderdale-Hollywood International Airport,
not to mention a handful of regional brands that
are garnering attention as well.
Delaware North recently opened an airport
outlet of Sushi Maki, the acclaimed South
Florida sushi and seafood restaurant that has
three other locations in the region. Sushi Maki
was voted one of the top 50 sushi restaurants in
the United States by the Wall Street Journal and is a
preferred sushi caterer for a number of South
Florida luxury hotels.
It joins a stellar lineup of other regional
favorites like Pasha’s, a popular Mediterranean
restaurant; Chef Allen’s 2 Go, kiosks that offer
Chef Allen Susser’s signature Caribbean and
Latin American-influenced dishes; and Casa de
Fresco, known for healthy fare such as chicken
mojito sandwiches, and its signature “floribbean”
tuna, salads and wraps.
Turning over a new leaf
Delaware North struck an exclusive partnership
deal with The Coffee Bean & Tea Leaf in 2009.
In addition to opening new shops in Ontario
International Airport in California and Phoenix
Sky Harbor Airport, Delaware North unveiled
two more shops in October 2009 at Detroit
Metropolitan Wayne County Airport.
30
The Coffee Bean & Tea Leaf, a privately
owned chain of specialty coffee and tea stores
based in Southern California, is now Delaware
North’s preferred coffee concept. The concept is
known for its signature coffees, teas and
Ice Blended® drinks.
Channeling all travelers
Few things are more important to travelers
than great experiences…and great hospitality
while enjoying those experiences. So, imagine
combining Delaware North’s world-class
hospitality with Travel Channel’s dedication to
exploring extraordinary travel experiences.
Delaware North did, and the result will be a
unique retail experience for millions of travelers.
In 2009, the company announced an exclusive
partnership with Travel Channel to develop
retail stores in airports throughout the United
States. Travel Channel stores will entertain
shoppers with the prominent display of Travel
Channel’s extensive library of media content,
travel-related products and merchandise for
fans of the channel’s popular television shows.
But when the airport’s music program was
suddenly jeopardized by the pullout of a major
sponsor, Delaware North stepped in to plug
the funding gap. The airport’s main venues for
live music are Delaware North-operated Ray
Benson’s Roadhouse, Lefty’s Bar & Grille, Earl
Campbell’s Sports Bar and Waterloo Records/
Austin City Limits.
Give me Heineken
In December 2008, Delaware North opened
in Newark Liberty International Airport its
first Heineken Lounge. The airport now
boasts one of the best airport bars in the
country, according to ForbesTraveler.com.
Delaware North leveraged the international
brand to create a premium, welcoming
experience for the millions of travelers who
stream through the airport each year. The
moodily lit, nightclub-quality bar is outfitted
with white-leather couches and features,
naturally, the Netherlands’ favorite beer on tap.
In addition, travelers can enjoy other libations,
premium snacks and light tapas-style meals.
Delaware North keeps the music alive in Austin
Austin-Bergstrom International Airport has
become well-known for the live music it has
featured for more than a decade, with area
bands of all genres entertaining travelers and
celebrating the city’s rich musical heritage.
Since it was introduced in 1999, the airport’s
music program has grown from two to 11
shows per week. In addition, when the airport
celebrated its 10th birthday in 2009, Delaware
North provided free birthday cake, live music and
discounted concessions for all ticketed guests.
And the airport and Delaware North will
continue making beautiful music together for
some time to come. In December 2009, the
airport gave the company contract extensions
for both food and beverage, and retail
operations, as well as four additional locations.
We can handle it
At Newark Liberty International Airport,
Delaware North’s performance in transitioning
one airport concept helped the company win
the right to develop another in an unused
airport space.
The airport awarded Delaware North the
opportunity to operate an A&W Root
Beer stand after the company completed the
successful turnover of a Seattle’s Best coffee
concept to a Jake’s Coffeehouse. The company’s
efforts impressed the airport and helped earn
the additional opportunity.
31
Doing fine in Oklahoma
Another airport. More great concepts from
Delaware North. The company in 2009 added
two new restaurants in Will Rogers World
Airport in Oklahoma City: Moe’s Southwest
Grill and The Salt Lick Bar-B-Que.
The fun and engaging Moe’s Southwest Grill is a
fast-casual concept serving a wide variety of fresh,
made-to-order Southwest fare. The Oklahoma
location is Delaware North’s first Moe’s, but
promises not to be its last. The Salt Lick is a
Southern barbecue restaurant that originated
in Texas. Delaware North opened its first
Salt Lick in 2007 in Austin-Bergstrom
International Airport.
Man, are these guys busy!
Delaware North’s busy year of putting fresh
new concepts in airports included Memphis
and Richmond, Va.
Memphis City Blues, a relaxing new wine bar
featuring a large selection of wines, spirits
and gourmet food, opened in Memphis
International Airport. Delaware North also
introduced the Samuel Adams Brewhouse in
Richmond International Airport.
Dropping anchor in Buffalo
Travelers shuffling off to and from Buffalo
are now enjoying a much-expanded array
of restaurant choices in Buffalo Niagara
International Airport, thanks to the completion
in 2009 of most of Delaware North’s $7.5
million renovation and expansion project.
The new offerings include the Labatt Blue
Zone and a food court featuring such concepts
as Villa Italian Kitchen, Freshens, Checkers
and the Anchor Bar, a tourist destination that
has bragging rights as the birthplace of Buffalo
chicken wings. Delaware North also opened an
Everything ASAP travel convenience store and
the new Lake Erie Pub, a presecurity lounge
featuring a variety of light fare.
32
Through an exclusive partnership, Delaware
North brought one additional new concept, the
innovative new sandwich chain Which Wich, to
the airport in spring 2010.
Checkmate
In yet another example of how Delaware North
Companies Travel Hospitality Services has
forged exciting new partnerships, the company
opened its first Checkers restaurants in Western
New York. Two locations of the casual-dining
restaurant, known for its outstanding burgers,
fries and milkshakes, were opened on the New
York State Thruway and another in Buffalo
Niagara International Airport.
Take a bow, Delaware North
Airports Council International (ACI)
announced the top-performing airports in
the Airport Service Quality (ASQ) survey in
early 2009. Airports at which Delaware North
operates that were honored are: AustinBergstrom International Airport, Detroit
Metropolitan Wayne County Airport, Dallas/
Fort Worth International Airport and Denver
International Airport.
Airport Revenue News (ARN) tapped a number of
airports in which Delaware North operates as
winners of 2009 Best Airport Concessions
Awards: Newark Liberty International
Airport, Phoenix Sky Harbor International
Airport, Dallas/Fort Worth International
Airport, Nashville International Airport and
Minneapolis-St. Paul International Airport.
For the first time ever, ARN polled frequent
travelers about their favorite airports. The
Minneapolis airport was recognized for having
the best retail offerings. Delaware North
operates a number of retail stores in the airport,
including proprietary concepts Everything ASAP
and Gadgets 2 Go.
Los Angeles International Airport’s Encounter
Restaurant, operated by Delaware North, was
recognized as one of the best airport restaurants
in the country, according to popular culinary
magazine Food & Wine. Encounter Restaurant
is well-known for its space-age décor and
360-degree views. Meanwhile, Travel + Leisure put
two Delaware North restaurants – Encounter
and The Salt Lick Bar-B-Que – on its list of the
nine best airport eateries in the world.
Highlights
Delaware North strikes up strategic partnerships
with a number of exciting national and
international brands such as Food Network,
Travel Channel, The Coffee Bean & Tea Leaf,
and Which Wich. Many of them position the
company as the exclusive airport operator.
Delaware North announces in October 2009
that it is teaming up with celebrity chef Masaharu
Morimoto to develop new fast-casual airport
restaurants at several larger airports across the
country. The new restaurant concept, Skewers,
will feature yakitori-style meals – skewered
meats with vegetables grilled or fried and
served with rice bowls.
The company completes the development
of more than 25 new restaurants and shops
in airports around the country, including
many first-ever concepts such as the Heineken
Lounge in Newark and the Sports Illustrated
Store in Detroit.
Along with the great national brands,
Delaware North expands its pioneering
Gateway ConceptSM with new restaurants
and stores reflecting regional culture and
heritage. Examples include Pink’s Hot Dogs
in LAX and the Anchor Bar in Buffalo
Niagara International Airport.
33
Delaware North Companies International
1960
Delaware North Companies International ended
a decade of incredible growth with a big splash in
August 2009 when it announced the acquisition
of five prestigious luxury resorts in Australia,
the company’s first foray into lodging outside of
North America.
The resorts, acquired from the GPT Group,
are located in some of Australia’s most beautiful
locations. In particular is Lizard Island, which is
on Travel + Leisure magazine’s list of the world’s best
hotels and on Conde Nast’s list of the 100 best places
to stay in the world.
“Delaware North has an amazing history of
operating in special places,” said Jonathan Tribe,
managing director of Delaware North Companies
International. “Visitors to our resorts will find
themselves in special places that only Australia can
offer – from the Kimberley to the Red Centre and
the Great Barrier Reef.”
Delaware North’s expansion continued in late
2009 when it entered the United Kingdom’s
travel hospitality sector with contracts at three
major airports – Heathrow, Gatwick and
Edinburgh – and one railway station.
34
That came on the heels of an expansion of its
U.K. sports venue portfolio, adding Derby
County Football Club’s Pride Park Stadium
in 2008 to Wembley Stadium and Emirates
Stadium. Wembley Stadium, meanwhile, upheld
its reputation as one of the premier sports and
entertainment venues in the world with a series of
high-profile concerts.
Back in Australia, the company and its associates at
Melbourne Park set a new standard for performing
under extraordinary circumstances by handling
near-record attendance for a tennis Grand Slam
event on several days while dealing with extreme
heat at the 2009 Australian Open.
Delaware North’s excellence for the annual
concert series was also acknowledged in late 2009
when it was named by the National Restaurant
Caterers Association as National Venue Caterer of
the Year for its delivery of hospitality and catering
at a record 17 Pink concerts.
Delaware North also expanded its interests in the
education sector in Australia with a new contract at
Curtin University, Western Australia. In addition,
the company in 2008 and 2009 completed
a round of new openings at many of its travel
hospitality services locations, including the new
food court in Melbourne International Airport.
35
Looking ahead, Delaware North Companies
International is exploring additional
opportunities in the travel hospitality,
sports venue and other key company sectors
in countries in which it currently operates,
as well as in new markets in Europe and Asia.
Delaware North was able to penetrate the highly
competitive market by developing concepts that
meet the branding needs of clients, especially
tailoring concepts to promote the character
of specific travel sites and the changing tastes
of consumers.
Planes, trains and hospitality
Delaware North entered the U.K. travel
hospitality sector in 2009 in a big way,
debuting concepts in three major airports
and a railway station.
Bigger and bigger down under
Even by Delaware North standards, the Australian
Open Grand Slam of the Asia Pacific has become
a massive hospitality and catering undertaking.
Caffé Cucina opened in June 2009 in London’s
Euston Railway Station, while En Toast opened
in July in Gatwick Airport. A third concept –
The Dining Street Restaurant – opened in
Heathrow Airport in October. Delaware North
opened a restaurant, and an ice cream and
crepe bar in Scotland’s Edinburgh Airport
in early 2010.
36
Temperate weather and exceptional tennis
and food helped the Australian Open set an
attendance record in January 2010 when
653,860 people came through the gates. The
previous record, set in 2008, was 50,000 less.
The 2010 tournament twice posted the world’s
highest-ever Grand Slam combined day/night
attendance, with 77,043 fans attending Jan. 23,
11,000 more than the previous record.
With 2009 attendance also topping 600,000,
the event has drawn more than one-half million
guests for 10 consecutive years.
The 2010 challenge for Delaware North’s staff
was the reconfigured grounds at both of the
venues that host the tournament. The main
public area was shifted to a massive oval area,
allowing Delaware North to feature a new culinary
offering: Flavours of the Grand Slams, with
menu items inspired by Wimbledon, New
York City, Paris and Melbourne.
In 2009, the challenge was the extreme weather
conditions, with temperatures regularly rising
above 100˚F and reaching a high of 111˚F
(44˚C). Yet, Delaware North managers and
associates were able to “keep cool” and provide
exceptional customer service in the company’s
GuestPath® tradition.
Developing communities through partnership
All Australians and many international friends
were deeply affected by the ferocity of the
bushfires (wildfires) that swept across Victoria
in February 2009. Delaware North associates
quickly raised $70,000 (AUD) and hosted a
bushfire benefit at Melbourne Park for the brave
men and women who were on the front line.
Together with its suppliers, the company donated
$25,000 (AUD) in food, 150 volunteer hours
and 175 staff hours to ensure the benefit was
a fitting success. At Etihad Stadium, Delaware
North worked with its client at the NAB Cup
Bushfire Appeal, where close to $1 million
(AUD) was raised.
But have you played Wembley Stadium?
The summer concert season at Wembley Stadium
featured an amazing lineup of artists – including
AC/DC, Take That and Oasis – with one-half
million people attending eight concerts in three
weeks in June and July. During this period, more
than 2,000 Delaware North associates worked
each event day.
In August, U2 set a Wembley Stadium concert
attendance record when 88,000 people attended
one of the Irish rock legend’s two shows.
Food for thought
Delaware North in 2009 began operating four
dining locations at Curtin University in Western
Australia, expanding the company’s operations
in the education sector.
Located in the Perth suburb of Bentley, Curtin
University was established in 1966 and is now the
largest provider of higher education in Western
Australia. In 2009, there were more than 30,000
enrolled students with approximately 1,500
students in residence and a staff of 2,500.
37
We “wok” on less water
Australia is the driest continent in the world. It
has suffered from extended drought conditions,
with many regions having been in the midst of a
drought for five years. Responsible use of water
is therefore considered to be one of the highest
priorities, with water restrictions in place in
many parts of the country.
So, Delaware North recently introduced waterless
woks at its Billie Chu outlets in Melbourne and
Adelaide airports. Each wok reduces water use
by 70 percent, resulting in savings of more than
1,300 gallons (5,000 liters) a day. Each wok
installed will save 370,000 gallons (1.4 million
liters) of water every year.
Spreading healthier foods
Delaware North’s Culinary Wellbeing™ program is
spreading out so its patrons’ waistlines might not.
In Australia, the program has been introduced at
Etihad Stadium, Melbourne Park, The Terrace
in the Royal Botanic Gardens, Albert by the Lake
function center and Curtin University. In the
United Kingdom, it is now featured at Wembley
Stadium and Emirates Stadium in London.
Introduced in 2008, Culinary Wellbeing™
is a Delaware North corporate program that
focuses on lighter and healthier food options
that offer reduced levels of fat, salt and sugar,
while improving fiber and whole-grain content.
Delaware North strives to use fresh, local
ingredients and organic products for these dishes.
38
Branching out in Sydney
In late 2008, Delaware North opened its first
outlets in Sydney International Airport, which is
undergoing a major expansion and renovation.
The company already has an existing operation
in the Sydney Domestic Airport.
Among the new outlets Delaware North brought
to the airport are Hungry Jack’s (the Australian
Burger King franchise) and an Oporto’s
franchise. Delaware North has relationships
with both brands.
Oporto’s chicken and chicken burgers have
a unique, Portuguese-influenced flavor. Its
restaurants offer a fun, irreverent and highquality fresh-cooked dining experience. Oporto’s
uses fresh ingredients, as emphasized by its
key marketing statement: “Fresh–Not Frozen,
Grilled–Not Fried.” Delaware North also has
an agreement to assist with the entry of Oporto’s
into the U.K. market.
We take pride in our catering
Delaware North began providing hospitality and
food services at its third stadium in the United
Kingdom when it took over operations at Pride
Park Stadium, home of the Derby County
Football Club, in July 2008. As part of the
agreement, Delaware North manages the sales
and marketing for nonevent-day conferencing
and banqueting at the venue.
A zeal for big parties
Thanks to Delaware North, in just two years
since its opening, Vector Arena in Auckland
has become the go-to venue for New Zealand’s
biggest banquets.
Delaware North hosted the New Zealand Property
Council Awards, a formal, sit-down dinner for
970 guests. Despite the awards dinner having been
staged at many high-profile venues over the years,
the dinner at Vector Arena was proclaimed the
best ever by the council’s leadership.
But that record didn’t last long. The venue then
hosted the Halberg Awards, a dinner and awards
ceremony honoring the nation’s best athletes.
More than 1,000 people attended the prestigious
event, held in February 2009.
Highlights
The company takes its lodging and hospitality
expertise beyond the shores of North America
with the purchase of five Australian resorts.
Delaware North enters the United Kingdom
travel hospitality sector with contracts for three
airports and one railway station.
A record 653,860 people attend the 2010
Australian Open at Melbourne Park in
January, with Delaware North rising to the
challenge and rolling out new food and
beverage offerings. A year earlier, Delaware
North associates successfully overcome
extreme heat to serve patrons of the Grand
Slam event.
Delaware North expands its interests in the
education sector in Australia with a new contract
at Curtin University, Western Australia.
Derby County Football Club’s Pride Park
Stadium now features the food service,
hospitality, and sales and marketing
expertise of Delaware North.
39
Delaware North Companies Boston
1975
Championship-caliber teams. Passionate
players. Superior fan entertainment.
These are just some of the reasons why Boston
continually ranks in The Sporting News’ top spots
for best sports cities in America and was chosen
by the National Hockey League to host its third
annual Bridgestone NHL Winter Classic.
Arguably no other city can compare to Boston’s
sporting prowess in recent years, and at the
epicenter of New England’s success has been
TD Garden, the region’s premier sports and
entertainment arena.
Owned and operated by Delaware North
Companies Boston, TD Garden is home to the
legendary Boston Bruins and Boston Celtics
franchises and the new Boston Blazers National
Lacrosse League team. It has a diverse sports
schedule that includes top collegiate hockey
conferences, nationally recognized events such
as NCAA tournaments and hundreds of annual
concerts, family shows and special events.
Through an unparalleled commitment to
delivering memorable live events, Delaware
North’s management team in Boston has built
its own championship squad off the ice and court,
stocked with all-star players and a focus on the
fan experience.
This strong reputation, coupled with the
organization’s dedication and the commitment
of the Jacobs family, paid off richly when the
announcement came that the 2010 Bridgestone
NHL Winter Classic would be coming to
Boston’s legendary Fenway Park.
40
For more than a year, Delaware North Chairman
and Chief Executive Officer Jeremy M. Jacobs
and his son Charlie, a Delaware North principal,
worked to have the Boston Bruins host the
outdoor game, which has become one of North
America’s favorite sporting events.
Their persistence paid off when 40,000 fans
bundled up on New Year’s Day and packed the
historic baseball stadium to cheer the Bruins to
a victory against the Philadelphia Flyers.
Taking a classic to new heights
On July 15, 2009, a warm summer day at Fenway
Park, NHL Commissioner Gary Bettman
announced that Boston had been selected to host
the 2010 Bridgestone NHL Winter Classic on
New Year’s Day. Fenway Park would serve as the
outdoor venue for the battle between longtime
rivals the Boston Bruins and Philadelphia Flyers.
The dream became reality several months later
when the Bruins faced off against the Flyers in
what was only the third regular-season outdoor
NHL game ever to be played in the United States.
The stands were packed. Indeed, the Bridgestone
NHL Winter Classic ticket has become one of the
most sought-after in sports.
During ceremonies prior to the thrilling contest
that was won by the Bruins 2-1 in overtime, the
Jacobs family was honored for its dedication in
bringing the banner event to Boston.
41
Perhaps the biggest of the three Winter Classics,
the weekend included not only the New Year’s Day
game, but also free skating sessions, team practices,
Winter Classic parties and the Bruins Legends
Classic game that pitted Bruins and NHL greats
against each other for a friendly competition
Jan. 2. The game raised more than $500,000
for charity.
Stellar season
The Boston Bruins, owned by Jeremy Jacobs since
1975, excited the team’s faithful fan base all year,
posting one of the best regular seasons in team
history during the 2008-09 campaign. With an
Eastern Conference-leading 53-19-10 record,
the Black and Gold were dominant on both ends
of the ice. The team ranked first in the National
Hockey League in defense with a stingy 196 goals
allowed, and ranked as the league’s second-best
offense (274 goals), a dramatic turnaround from
the number-25 ranking the previous season.
Since his hiring in May 2006, General Manager
Peter Chiarelli has brought a combination of
youth and experience to the Boston locker room
through shrewd free-agent signings, trades and
player development within the Bruins system.
In recognition of his re-engineering the Bruins
into one of the league’s most competitive teams,
Chiarelli was honored by The Sporting News as the
2008-09 NHL executive of the year by a poll
of his peers, and earned a contract extension
that will keep him at the team’s helm for several
years to come.
42
The Bruins’ tremendous regular-season showing
was also worthy of several prestigious individual
honors. Claude Julien became the third coach
in team history (Don Cherry, 1976; Pat Burns,
1998) to be selected as the winner of the NHL’s
Jack Adams Award, which is awarded “to the head
coach who has contributed the most to his team’s
success.” Bruins goaltender Tim Thomas was
named the winner of the Vezina Trophy, which
is awarded “to the goalkeeper adjudged to be the
best at his position.”
Additionally, All-Star Zdeno Chara joined Ray
Bourque (five-time winner) and Bobby Orr
(eight-time winner) as only the third Bruins
defenseman to be awarded the Norris Trophy,
which is given “to the defense player who
demonstrates throughout the season the
greatest all-round ability in the position.”
And 2009 Jennings Trophy recipients Tim
Thomas and Manny Fernandez were recognized
for letting fewer than the average number of
goals in their net.
Off the ice, the Bruins were equally committed
to giving back to the greater Boston community.
Under the leadership of Charlie Jacobs, the
foundation distributed more than $320,000
in grants to 30 different children’s charities
throughout New England, and was involved
in a myriad of other outreach initiatives.
Another banner year
For the Boston Celtics and their fans, 20082009 was a season to celebrate and bask in the
glow of championship glory. In just two short
years, General Manager Danny Ainge and Head
Coach Doc Rivers have led one of the most
dramatic franchise turnarounds in NBA history.
Following a series of stunning trades that added
all-stars Kevin Garnett and Ray Allen to a team
that already included star Paul Pierce, the Celtics
promptly lived up to their promise by winning the
NBA Championship. Even more, the Celtics have
demonstrated their staying power.
On Oct. 28, 2008, one of the greatest collections
of championship banners in an arena gained a
17th as the 2008 banner was ceremoniously
hoisted to the Garden’s hallowed rafters in a
dramatic celebration that included many Celtics
legends from years past.
Despite an injury-riddled 2008-09 season, the
Celtics reloaded with the additions of stars Rasheed
Wallace and Marquis Daniels. Their veteran-laden
roster helped take the team to the 2010 NBA
Finals and has the Celtics once again poised as
title contenders for the next few years.
Garden party
The Garden was nominated as a finalist for
SportsBusiness Journal’s coveted Arena of the Year
award, and not just because of the improved
play of its two primary tenants.
For starters, the Garden added a third sports
tenant with the launch of the Boston Blazers
franchise. The newest entry to the National
Lacrosse League has been no stranger to New
England lacrosse fans. The Blazers previously
served as the moniker of the Major Indoor
Lacrosse League team that played in Worcester
in the early 1990s and the old Garden and
FleetCenter until 1997.
But it was Delaware North’s ability to attract the
highest-quality entertainment and its commitment
to the fan experience that have garnered the lion’s
share of the praise in the venue industry. Despite
the sluggish national economy, the Garden posted
double-digit increases in both concerts and family
show bookings, generating more than 20-percent
revenue growth. Night after night, the arena has
been cast in the spotlight as it hosted nationally
televised events, including the NCAA Men’s
Basketball Eastern Regional Finals, in addition
to Bruins and Celtics sporting events.
The arena’s concert schedule was buoyed by
visits from some of the music industry’s top acts.
Featured artists included veteran performers
such as Madonna, The Who, Metallica, AC/DC,
Tina Turner, Bruce Springsteen and the Eagles.
Premium fan experience
Based on feedback from focus groups and in-depth
client surveys, the Delaware North team has
succeeded in continually launching new products
based on clients’ hospitality and entertainment
needs. In response to the evolving needs of
business clientele, the Garden’s Premium Club was
the first to integrate a model with amenities beyond
the four walls of the arena into its premiumseating membership. In addition, TD Garden is
now leading the way in the types of products made
available to premium clientele, including capturing
trends such as all-inclusive food, smaller ticketing
packages and flexible seating. The final phase of
the venue’s three-year strategic plan for recreating
the Premium Club portfolio included a $4 million
renovation project.
Among the new Premium Club additions
generated this past year was The Lofts. As the
name suggests, the concept includes a loft-inspired
design that features a trendy lounge décor in a twotier space overlooking the arena. This all-inclusive
experience comes complete with a small, plated
five-course menu, game tickets and parking. Other
new premium spaces include a lounge and raw
bar (Insight Club Lounge), corporate event suite
(The Executive View), reinvented and relocated
Banners restaurant (Banners Harbor View) and an
enhanced function room (The Partners Room).
43
“Over the past three years, our multimillion-dollar
investments and improvements in the building have
been a balanced approach to addressing business,
technical and service improvements for all of our
equally deserving constituents,” said John Wentzell,
president of TD Garden and Delaware North
Companies Boston. “Hospitality and entertainment
needs are consistently evolving, and we are looking
to provide a wide variety of corporate-focused
products and amenities to meet them.”
Corporate synergies
Continued collaboration with Delaware North
subsidiary Sportservice has also resulted in further
integration of a new point-of-sale operation,
faster credit card processing and Concessions
Express kiosks for self-orders.
44
In addition, Garden executives have embraced
Delaware North’s leadership in the sustainability
and environmental areas of the company’s
business. The green agenda has been broad and
ambitious for the Garden’s entire operation in
recent years as the venue began a feasibility study
for energy conservation. A subsequently signed
contract with an expert consultant has reduced the
arena’s electricity usage by nearly 20 percent.
Delaware North Companies Boston was also
responsible for carrying these green efforts into the
North Station, the major mass transit terminal that
underlies the arena. Other programs implemented
at the Garden include the collection of food
waste for composting, a “green” concession stand
and the use of sustainable local food products at
restaurants in the arena.
Lighting it up
While the venue continues to lead the way in
many respects for the industry, it also has been
lighting the way for Boston fans. An exterior
lighting project with a specialty energy-saving
LED platform was installed to illuminate the
Garden at night. The new design provides a
60-percent decrease in kilowatt consumption
over the previous equipment.
The project brings an exciting new live lighting
element to the venue’s exterior with an assortment
of lighting capabilities to signify the events that
are happening within the building. When the
Boston Bruins are playing at home, the building
now basks in a gold glow; for the Boston Celtics, a
leprechaun green; the Boston Blazers, a fiery red;
concerts shimmer in a rainbow of tie-dye; and
special events radiate a blue hue.
To celebrate a home-team win, the building has the
ability to do the “wave” through a special lighting
effect, signifying the victory within the city skyline.
With a name change to TD Garden, new vibrant
entertaining spaces, the Bruins and Celtics
returning to the form of their glory days and more
big-name musical acts lining up to take the Garden
stage, Delaware North Companies Boston is
uniquely poised to generate even more celebratory
waves and memorable live experiences for New
England sports and entertainment fans for many
years to come.
Highlights
After Boston is selected in July 2009 to host the
2010 Bridgestone/NHL Winter Classic on
New Year’s Day, the outdoor game more than
lives up to the hype as the Boston Bruins defeat
the Philadelphia Flyers 2-1 in overtime. The
Jacobs family is credited with bringing the
highly popular sporting event to Boston and
with expanding it into a weeklong series of
public events.
Proving a bear market is a good thing, the
Boston Bruins post one of the best seasons in
team history during the 2008-09 campaign.
The team sees its share of postseason play in
2010 as well.
Boston Celtics General Manager Danny Ainge
and Head Coach Doc Rivers lead one of the
most dramatic turnarounds in NBA history.
On the heels of a championship in 2008,
the Celtics advance easily to postseason play in
2009 and 2010.
The Garden is a finalist for SportsBusiness Journal’s
coveted Arena of the Year award. Adding a new
tenant (the Boston Blazers), double-digit
increases in concerts and family shows, and a
20-percent increase in revenue are just some
of the reasons it is the center of the sports
world’s attention.
45
46
Delaware North Companies
Parks & Resorts
1992
Leave it to Delaware North to be well-positioned
and holding its own in the destination-travel
sector even at a time when the economy is
prompting many people to stay put.
Independent lodging industry research firm
Smith Travel Research reported that in 2009,
revenue per available room (RevPAR) was down
17 percent nationally, with the average room
rate dipping 8.8 percent. Meanwhile, Delaware
North Companies Parks & Resorts’ rate for its
lodging portfolio was up 3 percent in 2009 and
RevPAR was flat.
“I think it’s noteworthy to be able to hold rate
and RevPAR in this tough economy,” said Jan
Freitag, Smith Travel’s vice president of global
development, during a recent joint conference
call with leading travel and lodging trade media.
“Not relying on group business is such a positive
in this environment, as is having the types of
locations that are singular and distinctive.”
Indeed, the company’s management approach has
put it in a better position to weather the recession.
“We’re succeeding because of our strategy to
focus on providing Stewardship and Hospitality
in Special PlacesSM, and our ability to do it well,”
said Kevin Kelly, president of Delaware North
Companies Parks & Resorts.
“We want to operate in places that people look to
for extraordinary experiences – historic locations
and places of incredible natural beauty. But being
selective about the right locations is only the
beginning. We have created and implemented
integrated management systems that are crucial to
our success, and we are also leveraging Delaware
North’s overall strength and stability,” he said.
Since late 2008, Delaware North has acquired
four lodging properties near national parks
and won a bid to operate The Queen Mary, the
historic ocean liner permanently docked in Long
Beach, Calif. Delaware North also continued to be
recognized for its effectiveness in managing and
operating Kennedy Space Center Visitor Complex
in Florida and all lodging, food service and visitor
recreational services in Yosemite National Park.
Tapped to continue the mission
Most recently, Delaware North’s commitment to
stewardship in special places and its operational
excellence were recognized when NASA awarded
the company a new 10-year contract to operate
Kennedy Space Center Visitor Complex
in Florida.
The new agreement, which began May 1, 2010,
has a 10-year base period with one five-year
option and five one-year options. Delaware
North came out on top in a competitive bid
process that began in 2009.
“We’re elated and honored,” Kelly said. “Over
the last several years, we have worked closely with
NASA to tell the story of space exploration to
millions of guests from around the world through
new experiences. We look forward to building
on our platform and continuing the journey
with NASA to showcase space exploration’s past,
present and future.”
47
Adding special places
Delaware North continued to expand its portfolio
of owned and managed properties in May 2009
with the purchase of the Holiday Inn West
Yellowstone, a 123-room, full-service hotel
located less than a mile from an entrance to
Yellowstone National Park. It is the fourth hotel
Delaware North has acquired since 2001, marking
another “special place” where the company offers
its distinctive brand of hospitality to travelers.
48
Delaware North has operated Kennedy Space
Center Visitor Complex – the public component
of the Kennedy Space Center launch facility –
for NASA since 1995. During the past 15
years, the company has worked with NASA to
implement extensive educational programs,
including designing and building major new
attractions such as the Apollo/Saturn V Center,
a tribute to NASA’s lunar landing program; and
Shuttle Launch Experience, which simulates what
astronauts experience while launching into space
aboard a space shuttle.
The Holiday Inn West Yellowstone caught the
company’s eye because of its position as the
market leader in the area and its location at the
gateway to the oldest and one of the most beloved
of America’s national parks. Built in 1994, the
inn offers guests a 175-seat restaurant; a 125-seat
lounge; 10,000 square feet of function space; and
an indoor pool, hot tub, dry sauna, fitness room
and other amenities.
A family favorite for 75 years
Yosemite’s Badger Pass Ski Area celebrated
its 75th anniversary during the 2009-2010
ski season. Appropriately so, during summer
2009, Delaware North Companies Parks &
Resorts completed construction projects that
have enhanced accessibility and enjoyment of the
Sierra’s first ski resort. The new lift construction
included all-new towers, drive terminal, return
terminal machine house, operator house and
chairs. The project added yet another dimension
to Delaware North’s Stewardship and Hospitality
in Special PlacesSM credo, as it worked with the
U.S. National Park Service on another project to
safeguard the national treasure that is Yosemite
National Park.
In late December 2008, the company expanded
its lodging offerings for visitors to the fabled
Yosemite National Park with the acquisition of
the 53-unit Apple Tree Inn. The inn is adjacent
to the Delaware North-owned and -operated
Tenaya Lodge, just south of Yosemite in Fish
Camp, Calif., and has been incorporated into
that operation.
In 2010, the company closed on two additional
hotel properties in West Yellowstone: Gray Wolf
Inn & Suites and The Yellowstone Park Hotel.
Delaware North immediately launched a softgoods renovation of the inn and began welcoming
guests in spring 2009. The acquisition came as
Delaware North continued work to expand
Tenaya Lodge’s conference and spa facilities for
the 2010 season. The main ballroom is growing
to 10,000 square feet and three new 700-squarefoot breakout spaces are being added. A new
8,000-square-foot spa with numerous treatment
rooms is being built as well. Tenaya also opened a
new restaurant, Embers, in 2009.
Long live the queen
In fall 2009, Delaware North began managing
the storied Queen Mary, the grand ocean
liner that is now permanently docked in Long
Beach, Calif.
A New York state of mind
When Delaware North gets a hold of a special
place, things start happening to make it as special
as possible. It’s called stewardship, and that’s
why New York state brought in Delaware North
to operate the historic Gideon Putnam Resort,
including the Roosevelt Baths & Spa, in Saratoga
Spa State Park.
In early 2009, Delaware North completed
$1.8 million in renovations, part of a planned
20-year, $18 million investment program that
includes improvements to the hotel’s guest
accommodations, lobby, corridors and dining
Launched Sept. 26, 1934, The Queen Mary
enjoys a rich history that continues to grow with
the addition of new management from Delaware
North Companies Parks & Resorts.
Over the next five years, The Queen Mary
management team plans to continue restoring the
Long Beach icon. It will also focus on enhancing
The Queen Mary’s powerful draw as an attraction
by hosting events such as the annual Halloween
Terrorfest, SHIPWRECK!, honoring its elegant
traditions such as fine dining at Sir Winston’s and
building its reputation as a popular conference
venue and hotel.
Delaware North has already begun bringing
back the ship’s luster by undertaking renovation
of its primary restaurant, Sir Winston’s, and its
meeting spaces.
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room, as well as the famous mineral baths and spa.
Constructed in the 1930s, Gideon Putnam is one
of the Historic Hotels of America as designated by
the National Trust for Historic Preservation.
Kudos for Kennedy
The accolades for the Delaware North-operated
Kennedy Space Center Visitor Complex came
in regularly. Here is a sampling:
As part of the project, in spring 2009 the
renovated Putnam’s restaurant opened with
menus featuring locally grown foods and
produce, and regional beers and wines.
MSNBC.com: “Launch or not, they won’t be
bored – not when they can see IMAX movies,
including one narrated by Tom Hanks, or
‘blast off’ during the Shuttle Launch Experience
to get a sense of what it feels like for shuttle
astronauts as they are blasted into space
at 17,500 miles per hour or get a view of
Earth as the payload doors open.”
Smooth operator
Lodging Hospitality, a major trade publication of the
lodging industry, named Delaware North one
of the top management companies in regard to
properties owned, managed and operated. The
report noted Delaware North currently oversees
more than 3,800 rooms at properties the
company either owns or manages for others.
ShermansTravel.com named The Ahwahnee
in Yosemite National Park the best national
park lodge. The Ahwahnee is one of numerous
properties Delaware North operates in Yosemite
National Park.
USA Today travel correspondent and esteemed
travel writer Peter Greenberg profiled Yosemite,
giving readers a personalized tour and providing
insider tips. In the column, Greenberg credited
The Ahwahnee as one of the great places to stay
in any national park and also praised the Wawona
Hotel and its interesting menus.
Helping visitors take it all in
A significant part of Delaware North’s mission
of stewardship of the special places at which
the company operates is interpreting them so
that visitors can enjoy the most memorable
experiences possible.
To add to the many ways in which Delaware North
does this for the millions who visit Yosemite
National Park each year, the company launched
a new integrated campaign focused on helping
people explore Yosemite. Through the “Take It
All In” campaign, park visitors are urged to step
outside their vehicles and use Global Positioning
System (GPS) technology to actively engage in
biking, hiking and sightseeing.
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From a blog: “I spent the day at Kennedy Space
Center Visitor Complex and enjoyed every
minute of it. I took the NASA Up Close tour and
was able to get close to launch pads. I even saw the
pad where they are preparing for the next launch.
Everything was explained well by the staff and the
IMAX show was amazing.”
Grapes, not gripes, at this lodge
The Lodge at Geneva-on-the-Lake celebrated
its fifth anniversary in early 2009, providing
an opportunity to note the steadily increasing
occupancy that Delaware North has fostered.
In the face of a global travel slump that saw the
Cleveland market down 11 percent in hotel
occupancy through April 2008, the lodge
posted a nearly 3-percent increase.
Delaware North has done this by providing
exceptional customer service, carving out a
niche as a go-to spot for fine dining and
Cleveland-area staycations, and employing
innovative marketing approaches.
An example is the lodge’s successful Grape Camp
for families, which started in summer 2008.
It proved so successful, it was expanded and
rolled out again for summer 2009. Along with
providing guests with tours of local wineries,
the resort staff led grape-related activities for
children, including a vineyard scavenger hunt
and learning about the region’s grape industry
around the campfire.
Highlights
Delaware North Companies Parks & Resorts
weathers the storm of economic recession and
outperforms the lodging industry as a whole,
thanks to its strategy of operating in must-see
special places and the integrated management
systems that have equipped it to do so very well.
After a competitive bidding process, NASA
taps Delaware North Companies Park & Resorts
for a new 10-year contract, with options for
another 10 years, to continue operating
Kennedy Space Center Visitor Complex.
Delaware North has been credited with
transforming the complex into a popular,
exciting and educational destination.
Delaware North acquires four lodging properties
to add to its operations near Yosemite and
Yellowstone national parks and also adds a new
management contract to operate the historic
Queen Mary in Long Beach, Calif.
Continuing the company’s strong tradition
of stewardship, Delaware North completes the
first phase of a 20-year, multimillion-dollar
rehabilitation and restoration of Gideon
Putnam Resort, including the Roosevelt Baths
& Spa, in Saratoga, N.Y.
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10 Memorable Moments
1930 – Sportservice, the company that
1915 – America proves to
today has contracts at dozens of professional
sporting venues on three continents, inks
its first deal with a major league team – the
Detroit Tigers – in 1930. The relationship is
the longest in Delaware North’s history.
be the land of opportunity
for three immigrant brothers
named Marvin, Charles and
Louis Jacobs. After several
years of shining shoes, selling
newspapers and providing
programs and candy to
theatergoers, they establish a
food service company that will
someday be Delaware North,
one of the largest and longeststanding private enterprises
in America.
1992
– Delaware North
decides to venture into the
hospitality arena in a big way by
pursuing the granddaddy of all
U.S. national park contracts:
Yosemite. The winning bid is
the impetus for the creation
of Delaware North Companies
Parks & Resorts, as well as
GreenPath®, the company’s
award-winning environmental
management system.
1968
– What was started by
young men is now in the hands of
another. Upon the untimely death
of his father, Louis M. Jacobs,
Jeremy M. Jacobs assumes Delaware
North’s top spot. Although only
28, he leads the company through
unprecedented growth on a
global scale.
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1975
– Jeremy Jacobs’ interest
in operating concessions for the
Boston Garden is nothing if not
serendipitous. He takes advantage
of an opportunity to purchase the
Boston Bruins and the legendary
arena where the storied franchise
hangs its skates.
1941
1939
– Delaware North begins operating
concessions at racetracks, eventually moving into venue
ownership. This diversification strategy effectively sows
the seeds of today’s Delaware North Companies Gaming
& Entertainment.
– When U.S. President
Franklin D. Roosevelt inaugurates
Washington’s National Airport,
Delaware North is there as a
concessionaire. The event not only
is a milestone for the novel mode
of transportation known as air
travel, it gives Delaware North a
new line of business: the modernday Delaware North Companies
Travel Hospitality Services.
1960
– Delaware North
sets its sights on new territory by
establishing its first operation
outside North America. The
burgeoning operating company is
at home today in Australia, New
Zealand, England and Scotland.
Today
– Delaware North
approaches a century of
operation with a clear idea
of its mission: creating
special experiences one
guest at a time®.
2001 – Delaware North becomes
a hotel owner for the first time with
the purchase of Tenaya Lodge, a
four-diamond resort at the gateway to
Yosemite National Park. Based on a
successful track record at Tenaya, the
company purchases 10 more hotels
during the next decade and earns a
reputation as one of the largest and
best hotel operators in the industry.
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GuestPath
®
When Delaware North developed GuestPath®, its
data-driven continuous improvement process,
it had one thing in mind: providing exceptional
experiences to its 500 million customers around
the world. Having just celebrated its fifth year
as part of Delaware North’s core competencies,
GuestPath® has been implemented companywide.
More importantly, it has become part of the
fabric of Delaware North’s being.
To celebrate GuestPath®’s fifth anniversary,
Delaware North declared 2009 the Year of the
Guest and went on the road to tape GuestPath® in
action. The result is a library of online videos that
shows what it takes to create special experiences,
not to mention how paying attention to guests can
strengthen an operation. Even clients were happy
to make cameo appearances on GuestPath® TV.
Across the lines
Delaware North’s internal motto is: One company.
One brand. One vision. Perhaps nowhere is this
played out more completely than in the area of
customer service. Indeed, one of the strengths of
the GuestPath® team is its ability to cross operating
company lines. Because business partners are
responsible for regions rather than subsidiaries, each
business partner can easily cover for another. The
structure works so well, Delaware North is beginning
to apply it to other areas of the company.
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If they’re happy, they will spend
GuestPath®’s ability to improve guests’ experiences
is undisputed. But it wasn’t until Delaware North
decided to examine the relationship between
satisfaction and spending that an additional
advantage of GuestPath® came to light. Using
the company-owned resort Tenaya Lodge and
Yosemite National Park’s The Ahwahnee as case
studies, Delaware North set out with a hunch:
Happy guests spend more.
To determine if the notion had validity, the
GuestPath® team went to work. The first task was
to comb through GuestPath® data revealing the
satisfaction levels of former guests. Second, the
guests’ folios were pulled so that discretionary
spending (i.e., purchases other than the nightly
room charge) could be charted. In the end, the
data showed a positive relationship between good
experiences and guests’ discretionary spending
while at the resorts. Furthermore, the study
revealed the amount of discretionary spending for
things like food, spa treatments and retail items
increased as a guest’s satisfaction increased, thus
suggesting a correlation between the two.
Just ask
Can a service strategy drive business? Associates at
Cleveland’s Progressive Field believe that it can,
especially after testing the theory in May 2009.
The Delaware North team first documented sales
of combo meals. Then it added a simple greeting
(“Welcome to Progressive Field. Would you like
to try a combo meal?”) and counted up the sale
of combo meals again. The results showed a
73-percent increase in daily sales after the new
greeting was put in place.
Nowhere to hide
Since its founding five years ago, GuestPath®
has been embraced by Delaware North
associates at all levels of the organization.
Recognition of the system, however, is
now extending beyond Delaware North’s
50,000 employees. It has been instrumental
in the company’s winning new business at
places such as Target Field and the New
Meadowlands Stadium, as well as the reason
Delaware North officials have been invited
to speak at industry conferences.
GuestPath® even managed to help Delaware
North Companies Travel Hospitality
Services broaden its reach in Newark Liberty
International Airport. When airport officials
needed an operator to tend to an ailing coffee
concept and later, to fill an empty spot,
Delaware North got the nod. The reason?
GuestPath® has made a measurable difference
in the busy New Jersey air terminal.
Walking the GuestPath®
Senior managers responsible for leading
Delaware North’s Australian and U.K.
operations were enlightened, if not humbled,
when they donned uniforms and spent the
day as frontline associates. The exercise
– called Walking the GuestPath® – is a
worthwhile and lighthearted tradition at
Delaware North. Executives learn firsthand
what it takes to create special experiences for
guests while taking orders, flipping burgers
and stocking refrigerators.
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Culinary
Despite more than 90 years in the food business,
Delaware North continues to find ways to keep
its culinary expertise at the forefront of the
industry. 2009 was noteworthy. It began as
Delaware North was still basking in the success
of its first journey to the International Culinary
Olympics, and was soon followed by a showstopping operation at the MLB All-Star Game,
award-winning performances from individual
chefs and a renewed commitment to having the
best chefs in the world.
They came back with hardware
Delaware North left the 2008 International
Culinary Olympics with three medals and two
diplomas, thanks to the efforts of the chefs who
competed under the company’s banner. They
are: Tab Daulton, executive chef at Hamburg
Casino at the Fairgrounds in Hamburg, N.Y.;
Kevin Doherty, a regional executive chef for
Sportservice and executive chef at TD Garden
in Boston; Scott Green, executive chef at HSBC
Arena in Buffalo, N.Y.; and Ambarish Lulay,
executive chef at PETCO Park in San Diego.
The chefs were coached by Roland Henin,
Delaware North’s corporate chef and chief
culinary ambassador. Henin, one of only 60
or so American Culinary Federation-certified
master chefs in the United States, is a highly
regarded culinarian with significant coaching
experience at the international level. He led the
American national team to a gold medal in the
1992 Culinary World Cup, and was the coach of
Team USA at the Bocuse d’Or event in Lyon,
France, in January 2009.
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The Olympics not only demonstrated Delaware
North’s ability to hold its own with some of the
best culinarians in the world, it has been the
impetus for a number of the company’s chefs to
pursue high-level competitions as a way of honing
their skills. Through its Culinary and Hospitality
Council, Delaware North supports these endeavors
philosophically and with resources.
More than medals
The road to the Olympics is just one in a series of
efforts Delaware North undertook several years ago
to demonstrate its expertise in every manner of
food service. The company established the sports
concessions industry nearly a century ago, and is
now making its mark on high-end cuisine.
“The fact is, we have incredible culinary talent,”
Jerry Jacobs Jr. said. “And we’re determined to tell
that story to our clients and guests.”
Delaware North operates The Ahwahnee, arguably
the most luxurious and fabled hotel in the U.S.
National Park Service. In addition, two of the
company’s airport restaurants – The Salt Lick
Bar-B-Que in Austin-Bergstrom International
Airport and Encounter Restaurant at Los Angeles
International Airport – were named two of the nine
best airport eateries in the world by Travel + Leisure.
All-stars off the field
Delaware North handled all of the culinary needs
of MLB’s annual All-Star Game in July 2009,
including the pregame catering. Chefs were intent
on using their skills not only to provide delectable
cuisine, but to put host city St. Louis in the
international spotlight. They took great pains to
use local ingredients and present menu items that
are favorites of the Gateway to the West.
Championship chefs
Delaware North encourages participation in
culinary competitions and more than ever, chefs
are taking advantage of the opportunities to test
their mettle. From Yosemite to Boston to London
and many places in between, Delaware North
culinarians took home top prizes from regional
and national contests.
Staying close to home
As further evidence of its commitment to organic
and sustainable cuisine, CPS Events at The Plaza,
a partnership between Delaware North and
Manhattan-based Great Performances, hosted a
100-Mile Menu dinner for a select crowd of New
York City insiders. Serving a menu composed
solely of ingredients sourced from within a 100mile radius of the city, CPS Events indulged more
than 250 invited guests with a “country chic” buffet
dinner featuring locally grown or sourced food,
wines and spirits.
Not resting on its laurels
International competitions, grand-scale events and
awards notwithstanding, Delaware North keeps a
watchful eye on a number of initiatives it began
several years ago. They include:
The Culinary and Hospitality Council that was
formed in 2003. It is a group that meets every
other month to examine issues such as
recruitment, retention, training and standards.
Mandatory American Culinary Federation
certification of all Delaware North chefs within
three years of joining the company. Delaware
North pays for the training and the exam, and
makes it possible for chefs to have time away
from their jobs in order to prepare for and
take the exam.
The continuation of culinary scholarships in the
name of Delaware North at the Culinary Institute
of America and at Johnson & Wales University.
The Delaware North Food & Beverage Summit,
a weeklong developmental and team-building
experience designed to give company chefs and
front-of-the-house staff much-needed time
away from their operations for the sake of
meeting colleagues, learning about trends and
discussing challenges.
57
Retail
The secret of Delaware North’s retail expertise
and experience is apparently out. At least that’s
the conclusion to be drawn from the impressive
list of brand names that have placed their trust in
Delaware North to manage their most important
retail locations or to introduce their retail brands
to the marketplace.
Both longtime sports journalism leader Sports
Illustrated and the Travel Channel, the only
television network devoted exclusively to travel
entertainment, enlisted Delaware North
Companies Travel Hospitality Services to help
them take their well-known media brands to the
retail sector.
Shortly before 2009, Delaware North opened
the first-ever Sports Illustrated store in Detroit
Metropolitan Wayne County Airport. Shortly
thereafter, it was announced that Delaware North
won the exclusive right to develop and operate
Travel Channel stores in airports nationwide.
Then there is the growing list of major sports
franchises that has turned to Delaware North
Companies Sportservice to operate team-branded
retail stores – both at sports venues and in
additional locations such as shopping malls. Since
summer 2008, Sportservice has taken over retail
operations for the Buffalo Bills, Columbus Blue
Jackets, Minnesota Twins and Carolina Panthers.
Add to those new business at Red Bull Arena
and at New Meadowlands Stadium for the NFL’s
Giants and Jets, and it’s fair to say Delaware
North’s retail program is on a roll. Sportservice
already handles retail operations for the Boston
Bruins, Chicago Bears, St. Louis Cardinals and a
dozen other franchises.
Taking up space
A major company effort in 2009 involved
preparing a proposal that would convince
America’s space agency, NASA, that Delaware
North should continue operating Kennedy Space
Center Visitor Complex for the next 10-20
years. Included in the bid was a plan for the sales
and marketing of the largest collection of space
memorabilia in the world, a definite jewel in
58
Delaware North’s retail crown. As 2010 dawned,
the company received word that NASA indeed
wanted it to build on the success it has enjoyed
at the property since it was awarded its first
contract in 1995.
The right stuff
The ways people pack for trips and shop at airports
have changed significantly since the terrorist
attacks of Sept. 11, 2001, and they continue to
evolve as travelers look for value and convenience.
Recognizing this, Delaware North Companies
Travel Hospitality Services developed an innovative
proprietary brand of airport convenience stores
called Everything ASAP. The stores have opened in
the Detroit, Minneapolis and Buffalo airports.
USA Today highlighted the stores and their focus on
providing customers with value and convenience
by offering full-size toiletries, cosmetics and overthe-counter medications in addition to snacks and
souvenirs. The story noted that customers, many of
whom want to skip an extra trip to a convenience
store on the drive from the airport, are no longer
willing to pay premium prices for small quantities
of these items.
Pushing Pepsi
The thousands of retail coolers and shelves that
Delaware North Companies oversees at its various
operations now feature the broad spectrum of
beloved brand-name beverages and foods of
PepsiCo. That’s thanks to a seven-year, $95
million national agreement the companies signed
in January 2009.
It’s the first time in its nearly 100-year history
that Delaware North Companies has joined forces
with PepsiCo, coming in as one of the soft-drink
giant’s top-five accounts. The decision, which
came after a lengthy review process, was made
in part because of PepsiCo’s outstanding social
responsibility platform.
Among PepsiCo’s brands are: Pepsi, Diet Pepsi,
Mountain Dew and other carbonated drinks;
Gatorade sports drink; Tropicana juices; Aquafina
water; Frito-Lay snacks such as Lay’s and Doritos;
and Quaker breakfast and snack products.
A retail all-star
If you were a fan attending the 2009 Major
League Baseball All-Star Game and associated
events in St. Louis in 2009, chances are you
stopped by a Delaware North Companies
Sportservice-operated retail location.
That’s because Sportservice was all over the
place. It opened new stores inside Busch
Stadium, including a popular TOUCH
by Alyssa Milano boutique store, as well as
one outside in nearby Ballpark Village: The
Cardinals Team Store presented by Nike.
Sportservice also set up retail kiosks around the
perimeter of the stadium and several Majestic
brand tents.
The result was sales of MLB, All-Star Game
and Cardinals apparel and merchandise that
are believed to have set a record for the event. It
was also the latest example of Sportservice being
adept at setting up a large retail operation for
a special event. It handled a similarly successful
retail operation at Ralph Wilson Stadium in
Buffalo, N.Y., for the first National Hockey
League Winter Classic in 2008.
That’s our bag, man
As those familiar with Delaware North’s
successful GreenPath® environmental
management system know, initiatives that help
preserve the environment can be beneficial in
many different ways.
So, it should come as no surprise that the
reusable shopping bags that first appeared
in Delaware North Companies Parks &
Resorts locations quickly became a popular
item for guests to add on to their purchases,
reducing paper-bag costs and enhancing
direct branding efforts, in addition to
helping the environment.
At the company’s Grand Canyon retail stores,
for example, one of every six customers was
purchasing a bag last spring. The attractive
bags, which feature the GreenPath® and other
appropriate Delaware North or client logos, are
being rolled out at Delaware North’s airport
and sports venue retail locations.
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Brands
Delaware North has long understood that
forming relationships with powerful brands
is an effective way of earning consumers’
trust, not to mention strengthening its own
reputation in the global marketplace. What
the company is also discovering increasingly
is that brands are seeking out Delaware
North as well in an attempt to associate with
a global leader in hospitality and food service
and its many high-profile locations.
At last count, there are more than 300
brands in Delaware North’s food and retail
categories alone. PepsiCo, Nike, Applebee’s
and Sports Illustrated are just a handful of the
names Delaware North brings to the table.
Pepsi is it
For the first time in its history, Delaware
North announced in January 2009 that it
was joining forces with PepsiCo to quench
the thirst of many of its one-half billion
annual guests. Dennis Szefel, Delaware
North’s former chief administrative officer,
made the announcement, lauding the maker
of Pepsi and a host of other beverages and
packaged snacks for its corporate values and
the quality of the bid it made to fill Delaware
North’s sizeable soft-drink needs.
The seven-year, $95 million deal with
PepsiCo covers Delaware North’s U.S.
operations. PepsiCo worked hard to beat
out Coca-Cola, for which Delaware North
was the second-oldest fountain-drink client.
Delaware North’s business represents one of
PepsiCo’s five largest accounts.
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That’s what we call ironclad
When it came time to develop a new idea for an
airport restaurant, Delaware North Companies
Travel Hospitality Services had an idea: Team up
with Masaharu Morimoto, a celebrity restaurateur
and iron chef known the world over. The new
restaurant concept, Skewers, features yakitori-style
meals of skewered meat with vegetables, grilled or
fried, and served with rice.
“Everyone knows I love a challenge,” Morimoto
said. “As soon as my name appears in airports, I
know I’ll be counted on to deliver the quality food
that all of my operations serve. With Delaware
North as my partner, I’m confident that I’ll rise
to the occasion.”
Channeling our creativity
Why stop at one Food Network chef when you can
have all of them? At least in a manner of speaking.
As 2009 was drawing to a close, Delaware North
was shaking hands with Food Network to bring the
brand to airports, sporting venues and attractions.
The company now has an exclusive arrangement
with the only television channel devoted entirely to
food and cooking. Food Network reaches nearly
100 million households throughout the world,
and its website gets more hits than any other
dealing with cooking.
The news of Food Network joining Delaware
North’s portfolio of brands came shortly after
an alliance with the Travel Channel aimed at
developing a line of airport stores. The Travel
Channel stores will boast travel-related products
and merchandise for fans of the popular network.
Travel Channel footage will run in the stores.
Top-flight brands
Delaware North’s travel hospitality business is
also the driving force behind the development of
Newark Liberty International Airport’s Heineken
Lounge, the first of its kind. The bar is located
in the same terminal that captured 2009’s best
concessions program award from Airport Revenue News.
A few months later, ForbesTraveler.com named
the Heineken Lounge one of the best airport bars
in the United States.
Sometimes we are our own brands
In addition to strong alliances with local, regional
and national brands, Delaware North has a cadre
of stellar brands that are proprietary. Among
them are Gadgets 2 Go and Everything ASAP,
two concepts that led seasoned travelers to name
the Minneapolis-St. Paul airport as the one with
the best retail offerings.
Sportservice just did it
Delaware North used its longtime relationship
with Nike to develop and debut a new team store
at Busch Stadium in time for the 2009 Major
League Baseball All-Star Game. The Cardinals
Team Store by Nike features exclusive merchandise
from the well-known sports apparel brand, as well
as MLB-licensed products. The grand opening
included meet-and-greet sessions with former
Cardinals greats Willie McGee, Lou Brock, Bob
Gibson and Ozzie Smith. In addition to the new
Nike team store, Delaware North developed a new
in-stadium store called TOUCH by Alyssa Milano
that showcases the popular actress’s clothing line
for women who love sports.
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62
Corporate Social Responsibility
and GreenPath
®
From the earliest days of its incorporation, Delaware
North has been bolstering its communities with
gifts of time, talent and treasure. Nearly a century
later, Delaware North is a major global company.
And true to its roots, evidence of that deep sense
of social responsibility instilled in it by its founders
can be seen throughout the world. On inner-city
streets in its hometown of Buffalo, N.Y., where
organizations are working to give children a shot at
the American dream. In Australia, where associates
came together last year to help those whose lives
were upset by bushfires. In Boston, where the staff
believes no one should be cold or hungry. Especially
on Thanksgiving. In Fort Lauderdale, where a man
who once had no home now has a job and a place to
call his own. In boardrooms, in hospitals, in food
pantries. Everywhere people are working to make life
a little easier for those who hurt. That’s where you’ll
find Delaware North.
Time to talk
For the first time in its 95-year history, Delaware
North made an attempt to put its arms around
the multitude of contributions, undertakings
and volunteer efforts that fall under the social
responsibility banner with the publication of a social
responsibility report. “We know it is incomplete, and
that it most likely always will be. Still, we persevere.
The time has come to share the dedication and
commitment of our associates with the rest of the
world, and to inspire others to give back,” said the
Jacobs family in the opening letter to stakeholders.
Home sweet home
In the wake of the worst natural disaster ever to occur
on U.S. soil, Delaware North stepped up in 2005
and announced plans to help its associates and other
residents of New Orleans. Since then, the company
has built a long-term partnership with New Orleans
Habitat for Humanity, which included funding the
building of two homes in neighborhoods ravaged by
Hurricane Katrina. What could be better? Delaware
North thought of one thing: a celebratory dinner
prepared by Delaware North Corporate Chef and
Chief Culinary Ambassador Roland Henin.
A responsible employer
Delaware North takes a broad view of social
responsibility that extends inward to associates
and outward to vendors, clients and guests. Where
associates are concerned, the company believes its
success has always depended on them. So, 2009 was
the year of the unveiling of Delaware North Career
Path, the name given to the employer brand. That
is, the partnership the company has with its associates
in the development of their careers. Included in
Delaware North Career Path are total rewards
practices, company culture, training and other
initiatives aimed at helping associates develop their
skills, further their careers and achieve their goals.
Behind Delaware North Career Path is a belief in
the importance of fostering diversity by hiring
associates with different backgrounds, ethnicity,
beliefs and challenges. Delaware North has been
recognized on several occasions for its success in
employing older or disabled workers and those who
have disadvantaged backgrounds.
Charitable giving
Being a good corporate citizen means more than
simply writing checks. Delaware North thinks it
means making a difference in the lives of associates,
customers and clients, not to mention strengthening
the communities in which we live and work. The
company gave more than $3.3 million in 2009 to
charitable organizations, focusing on those that work
to eradicate hunger, strengthen education and help
disadvantaged children, especially through sports and
culinary programs.
The Boston Bruins Foundation at it again
Long known for its determination to improve the
quality of life for kids in New England, The Boston
Bruins Foundation has funneled more than $2
million into the community since 2003 when the
Jacobs family established the nonprofit foundation.
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One recent example of the foundation’s work is NHL
Street, a free athletic and educational program for
kids. The foundation and the NHL provide street
hockey equipment and conduct clinics for children
ages 7-12, enabling schools and youth centers to
expand their recreational programs and let kids play
sports, a novelty for many.
No small endeavor
When Delaware North serves fans at the Little League
Baseball® World Series in Williamsport, Pa., it also
aids numerous area not-for-profit organizations.
Through a unique vendor program, the company
allows charitable organizations in the Williamsport
area to vend different concession stands during
the 10-day event. The organizations are then able
to take home 10 percent of all profits from their
stands. Sportservice has surpassed $250,000 in total
donations at the Little League World Series since the
company began operating at the event in 2001.
The practice has been in place throughout
Sportservice for many years, but it wasn’t until
summer 2009 that Chef Jeramie Mitchell decided to
put a different spin on it. Faced with the opportunity
to put Sportservice in the international spotlight by
handling the culinary operation for the Major League
Baseball All-Star Game in St. Louis, Mitchell not
only tapped fellow Delaware North chefs to help, he
went to the local chapter of the American Culinary
Federation and invited students to assist as well. The
junior culinarians had the doubly sweet experience
of receiving practical experience by working with
nationally recognized chefs – a rare certified master
chef among them – at a major American sporting
event. Delaware North donated to the ACF what it
would have paid in wages.
April showers bring May flowers...and vegetables
Delaware North celebrated Earth Day 2009 in a
variety of ways, including planting a garden at the
inner-city site of a Boys & Girls Club location in
Buffalo, N.Y. Not only did the garden teach the
children some principles of farming, they were able
to enjoy the literal fruits of their labor. Families
reaped what Delaware North helped sow.
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ENVIRONMENTAL STEWARDSHIP
GreenPath®, Delaware North’s formal and
documented environmental management system
(EMS), originated in 2000 in the Parks & Resorts
division. Its roots go back much earlier, however. Of
all the companies that bid on the Yosemite contract
in the early ‘90s, only Delaware North was willing
to pay an unlimited amount for the cleanup and
removal of leaking underground storage tanks left
by a previous park concessionaire.
This sense of environmental stewardship eventually
was articulated through a formal EMS. And thus,
GreenPath® was born. Delaware North associates
soon decided they wanted more. Not only did they
take pains to make GreenPath® a permanent part
of the Delaware North culture, they wanted to
demonstrate the depth of the company’s commitment
to the environment and inspire others to follow suit.
In 2001, GreenPath® became the first EMS of a
U.S. hospitality company to be registered to the EMS
standards put forth by the International Organization
for Standardization (ISO 14001). GreenPath® also
has been recognized at least 50 times with regional,
national and even international awards from
organizations such as the U.S. Department of the
Interior, the U.S. National Park Service, NASA, the
U.S. Environmental Protection Agency, IMEX and
the U.S. Travel Association.
In 2008, Delaware North expanded GreenPath®
into all of its operating companies: Sportservice,
Travel Hospitality Services, Gaming &
Entertainment, Boston and International.
GreenPath® easily transcends department and
operating-company walls, helping the company
devise new and better ways to protect the
environment. And the results speak for themselves.
Delaware North has diverted thousands of tons from
the solid waste stream, saved millions of gallons
of water and reduced energy consumption while
demonstrating its commitment to do the right thing.
Taking a stand
TD Garden in Boston launched a number of new
recycling initiatives and has developed what may well
be the greenest concession stand in sports. One
of the Pile High deli locations uses Energy Star
equipment for long-term energy savings, purchases
produce from local vendors, recycles materials and
uses environmentally friendly cleaning supplies.
Testing such sustainable practices is a worthwhile
challenge. The arena seats nearly 20,000 people and
is one of the busiest indoor entertainment and sports
venues in the world.
One company’s trash is another’s treasure
At PETCO Park, where as many as 42,500 San
Diego Padres fans devour peanuts, Diego dogs and
fish tacos during a game, they don’t just track the
food that’s eaten. They count the food that’s not
eaten. By the ton. It’s part of a comprehensive food
waste diversion program in which associates collect
the remains of hot dog buns, peanut shells, popcorn
and other foods, compost them and turn them
into fertilizer. More than 150 tons of food scraps –
approximately 2 tons per game – are diverted each
year from local landfills.
A first for airports
Delaware North Companies Travel Hospitality
Services at Fort Lauderdale-Hollywood International
Airport made history in 2009 when it became the
first airport concessionaire in the United States to
have its operation registered to the environmental
management standards put forth by the International
Organization for Standardization (ISO 14001).
The announcement came just nine months after
the location implemented GreenPath® and caught
the ears of those organizing the Airports Council
International – North America annual conference.
Delaware North was invited to speak about its
accomplishment to conference attendees.
All that’s green is gold
Delaware North missed the mark when it set out to
build the new Daytona Beach Kennel Club & Poker
Room to the U.S. Green Building Council’s LEED
(Leadership in Energy and Environmental Design)
silver standard. That is, it overshot it. In the end, the
property reached the gold level, thanks to Delaware
North’s extra efforts such as recycling 95 percent
of all construction waste and the building of a
property that is 40-percent more water-efficient and
25-percent more energy-efficient than the complex
it replaced. Daytona appears to be the only gaming
venue ever to meet LEED’s gold standard.
Reduce, reuse, recycle
Delaware North was lauded twice in as many years
by the U.S. National Park Service. The recycling
programs in place in Yosemite and Yellowstone
national parks were cited in 2008. In 2009,
GreenPath® was called out.
Making the whole world greener
Delaware North’s commitment to environmental
stewardship extends to all of its worldwide operations.
Four sites – Melbourne Zoo, Melbourne Park,
The Terrace and Sovereign Hill – are well on their
way down the GreenPath® and moving toward a
carbon-neutral business model. Hundreds of tons
of materials have already been recycled at
these locations since 2008. In addition:
Delaware North Companies Australia is
currently moving to Rainforest Alliance-certified
coffee. In this way, the company is helping to
maintain rainforests and improve biodiversity
for future generations.
Delaware North Companies Australia has
introduced waterless woks into Billie Chu sites in
Melbourne and Adelaide airports, with others to
follow. Each wok reduces water use by 70 percent.
At 5,000-plus liters a day, each waterless wok saves
more than 1.4 million liters of water every year.
Green and healthy, Crisco Liquid Gold cooking
oil is being used extensively in Delaware North’s
operations in Australia. This unique oil is
cholesterol-free, gluten-free and virtually transfat-free. It is approved by the Heart Foundation
Tick and comes in large 15-liter bags that don’t
produce as much packaging waste as smaller bags.
As the food and beverage provider for the
Australian Open, Delaware North is now using
100-percent recycled packaging for all food items.
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Awards and Recognition
Delaware North is again listed on Forbes’
roster of America’s largest privately held
companies. It is 207th.
The Jacobs family receives the 2009 Hero
of the Heart award from the American
Heart Association for its contributions to
improving vascular health.
Master Chef Roland Henin, Delaware North’s
corporate chef and chief culinary ambassador,
coaches Team USA in the 2009 international
Bocuse d’Or cooking competition.
Delaware North Companies Parks & Resorts is
twice lauded by the U.S. National Park Service,
receiving environmental achievement awards in
2008 and 2009 for its implementation of
GreenPath®, the company’s environmental
management system, at Grand Canyon, Yosemite,
Sequoia and Yellowstone national parks.
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Delaware North Companies benefits
publications featuring the theme “The Right
Direction” earn a second-place award for
Excellence in Training and Advocacy/Initial
Education at the 2009 Pension & Investments
Eddy Awards. The benefits publications feature
clever road map and roadside assistance sections
that help associates make choices about their
retirement packages. The same publication
earns a second-place award earlier in the year
for initial education.
Casino Player names Wheeling Island
Hotel•Casino•Racetrack best casino as part
of its 2009 Best of Gaming awards. The
Delaware North-owned and -operated gaming
and entertainment destination receives seven
other first-place awards from the highly
regarded publication.
Techniques for Effective Alcohol Management
(TEAM) Coalition honors individual Delaware
North trainers for their commitment to
responsible alcohol management training of
their operations and concessions associates.
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Los Angeles International Airport’s Encounter
Restaurant is among the best airport restaurants
in the country, according to popular culinary
magazine Food & Wine. Encounter Restaurant is
again singled out when Travel + Leisure names it
and The Salt Lick Bar-B-Que two of the nine
best airport restaurants in the world. Both are
Delaware North operations.
Kennedy Space Center Visitor Complex is
honored with two safety awards from the United
Safety Council, a safety training organization
that promotes safety in every aspect of American
life. The property earns both the Vehicle Fleet
Safety Award for driving approximately 1.5
million miles in company vehicles without an
at-fault accident and the Safety Achievement
Award for outstanding safety performance and
making great strides in improving procedures
and policies.
Airport Revenue News (ARN) names numerous
North American airports at which Delaware
North operates winners of 2009 Best Airport
Concessions Awards. Those airports are:
Newark Liberty International Airport, Phoenix
Sky Harbor International Airport, Dallas/Fort
Worth International Airport, Nashville
International Airport and Minneapolis-St. Paul
International Airport.
Airports Council International (ACI) announces
the top-performing airports in the Airport
Service Quality (ASQ) survey. Austin-Bergstrom
International Airport, Detroit Metropolitan
Wayne County Airport, Dallas/Fort Worth
International Airport and Denver International
Airport – four airports where Delaware North
has a presence – make the grade.
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Delaware North Companies Principal Charlie
Jacobs is inducted into SportsBusiness Journal’s
Forty Under 40 class of 2009.
Daytona Beach Kennel Club & Poker Room
achieves Leadership in Engineering and
Environmental Design (LEED) gold certification
from the U.S. Green Building Council. The
gaming facility is now the first LEED-certified
project in the city of Daytona Beach, Fla.,
and the first gold-certified project in
Volusia County.
Wembley Stadium in London is nominated as a
venue of the year in the Association of Event
Organizers (AEO) Excellence Awards and as a
finalist in the sales and marketing category of
the Official Football Hospitality Awards.
Boston Bruins Head Coach Claude Julien is
named NHL coach of the year by The Sporting News,
one of the premier sports-news publications in
the United States. Soon after, General Manager
Peter Chiarelli is named NHL executive of
the year.
Two Delaware North locations – Southland
Park Gaming & Racing and Fort LauderdaleHollywood International Airport – achieve firsts
in their industries by capturing ISO 14001
registration for their environmental
management systems.
Kennedy Space Center Visitor Complex is
named business of the year for its community
efforts in Brevard County. The property, which
Delaware North operates for NASA, receives the
honor at the 18th annual FLORIDA TODAY
Volunteer Recognition Awards.
ForbesTraveler.com names Newark Liberty
International Airport’s Heineken Lounge,
a Delaware North concept, one of the best
airport bars in America.
Delaware North Companies chefs from
Emirates Stadium in the United Kingdom
compete in the British Open Cookery
Championships. The team consists of Executive
Chef Kieran Moore and Chefs Mark Reynolds
and Oleg Ibragimov. Collectively, the group
earns one best-in-category award, one gold
award and two silver awards, along with a
certificate of merit.
TD Garden receives a prestigious regional
Environmental Protection Agency (EPA) award.
The Garden and its associates receive the award
for the considerable strides they’ve made in
reducing the building’s environmental impact
and for providing newspaper and bottle
recycling opportunities to more than 20,000
commuters who walk through North Station
in Boston each day and 3.5 million people
who attend concerts, shows and sporting events
at the venue.
Smart Meetings, a monthly travel trade publication,
selects Tenaya Lodge as one of its Platinum
Choice award winners. The award is given to
properties that meet strict industry standards
set by Smart Meetings for overall guest experience,
meeting space, dining facilities, guest services
and recreational activities.
The Boston-area chapter of the March of
Dimes honors Charlie and Kim Jacobs and
the Boston Bruins Foundation at its 2009
Franklin Delano Roosevelt Humanitarian
Award Gala. The award recognizes their role
as philanthropists who were instrumental in
the creation of the Boston Bruins Foundation,
whose mission is to assist charitable
organizations that demonstrate a strong
commitment to enhancing the quality
of life for children in the community.
Delaware North Companies International is
named the 2009 retailer of the year for
operations in the QANTAS terminal of
Melbourne Airport in Australia.
Lodging Hospitality, a major trade publication
of the lodging industry, names Delaware
North one of the top management companies.
The Delaware North-operated Gideon Putnam
Resort is included in the New York Post’s list of top
100 U.S. destinations within a six-hour drive or
one-hour flight of New York City.
TripAdvisor.com, a leading online travel
community, names Grand Canyon and
Yosemite national parks to the list of the
10 best national parks in the United States.
Delaware North operates in both.
Delaware North Companies Australia at
Melbourne & Olympic Parks earns
recognition as the venue caterer of the year
at the 2009 Restaurant & Catering Victoria
Awards for Excellence.
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Executive Team and Corporate Information
LEADERSHIP
Jeremy M. Jacobs Sr.
Chairman and Chief Executive Officer
Delaware North Companies
Jeremy M. Jacobs Jr.
Principal
Delaware North Companies
Louis M. Jacobs
Principal
Delaware North Companies
Charles M. Jacobs
Principal
Delaware North Companies
Boston Bruins/Delaware North Companies Boston
(TD Garden)
Charles E. Moran Jr.
President and Chief Operating Officer
Delaware North Companies
Dennis J. Szefel
Chairman
Delaware North Companies International
Christopher J. Feeney
Chief Financial Officer
Delaware North Companies
CORPORATE EXECUTIVE STAFF
Bruce W. Carlson
Vice President, Controller and Treasurer
Delaware North Companies
Jeffrey Hess
Vice President, Retail
Delaware North Companies
James Houser
Vice President, Administration
Delaware North Companies
Bryan J. Keller
Vice President, General Counsel and Secretary
Delaware North Companies
Eileen Morgan
Vice President, Human Resources
Delaware North Companies
Jamel Perkins
Vice President, Information Technology
Delaware North Companies
Michael Reinert
Vice President, Supply Management Services
Delaware North Companies
Wendy A. Watkins
Vice President, Corporate Communications
Delaware North Companies
Daniel J. Zimmer
Vice President, Corporate Finance and Development
Delaware North Companies
OPERATING MANAGEMENT
Boston Bruins
Peter Chiarelli, General Manager
Delaware North Companies Australia
Gary Brown, Managing Director
Delaware North Companies Boston
(TD Garden)
John Wentzell, President
Delaware North Companies Gaming & Entertainment
William J. Bissett, President
Delaware North Companies Parks & Resorts
Kevin Kelly, President
Delaware North Companies Sportservice
Rick Abramson, President
Delaware North Companies Travel Hospitality Services
Matthew R. King, President
Delaware North Companies UK
Simon Dobson, Managing Director
ABOUT DELAWARE NORTH COMPANIES
Global Headquarters
40 Fountain Plaza
Buffalo, New York 14202
716.858.5000
Australia and New Zealand
Delaware North Companies International, Ltd.
Delaware North Companies Australia Pty. Ltd.
Level 2, 630 Church Street
Richmond, VIC 3121
Australia
61.(3)9413.6200 Main
61.(3)9429.3992 Fax
United Kingdom
Delaware North Companies (UK) Ltd.
11th Floor, York House
Empire Way
Wembley HA9 0PA
United Kingdom
44.(0)20.8453.5060 Main
44.(0)20.8453.5064 Managing Director
44.(0)20.8453.5070 Fax
Website
www.DelawareNorth.com
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www.DelawareNorth.com