- With Ken Toong at the helm, UMass Amherst Dining Services is recognized as a leader in the field. The National Association of College and University Food Services has awarded it seven Loyal E. Horton Dining Awards. The 2006 citation recognized UMass Amherst Dining Services for its menu selection, merchandising, presentation, marketing, and nutritional soundness.
Livelihood: Feeding about 11,000 students, as head of UMass Amherst Dining Services.
One Big Family: As Toong walks through the dining commons, he makes small talk with workers, calls them by their names, and nods his head in appreciation. He treats the workers and students as one big family, and he is the father. Many loyal UMass Amherst dining workers are Chinese immigrants. Says Toong, “I’m currently taking Mandarin classes so that I can speak to the workers in Mandarin.”
Feedback Welcome: “I value students’ feedback. I like to tell them what’s going on. I want them to be happy and meet their needs.” Of course not all communication is positive. In the extreme cases of negative feedback he says, “I e-mail them back immediately, or I arrange a meeting with them. I want to address their problem quickly so we can fix it.”
A Fish Tale: Under Toong, UMass Amherst became one of just two campuses in the nation (the other is the UCLA) to offer all-you-can-eat fresh sushi on special nights. The kitchen serves 600-1,000 pieces per meal on the days it’s offered.
Roots: He was born in 1957 into a traditional Chinese family, the oldest son of five, in Hong Kong.
Taste of Home: The Great Wall of China restaurant in Florence, Massachusetts, offers the closest thing to real Chinese food in the area, says Toong. A look of contentment washes over Toong’s face as he swallows a spoonful of winter melon soup prepared by owner Clara. “I don’t know how to cook well, but I know how to appreciate it,” he says.
Starting at the Bottom: All through college (he got his bachelor’s at the University of Acadia, in Nova Scotia), Toong worked in food-related jobs. “My first job was a pot washer at one of the dining halls. That lasted one day. I was mad because those cooks burned everything in those pots, and I had to scrub all of them,” he says smiling. The food at the university was, “okay, but it was bland and not exciting. It was very institutionalized.”
Food Is Fun: Toong makes sure every day at the dining commons at UMass Amherst is fun and exciting. “We need to continue to change the menu daily. It has to be different. We have live entertainment and specials now,” he says. Working with the campus’s music department, Toong offers the opportunity for student musicians to perform during mealtime. “Food is like fashion. We must constantly change to meet new trends,” he says.
Get Fresh: This year, Toong will spend 15 percent, or $150,000, of his $1 million produce budget locally, satisfying students’ desires for local, organic, and less processed foods by creating relationships with local farmers.
