University of Southern Indiana rolls out ghost kitchen and robot vending machines

The University of Southern Indiana has updated some of its traditional retail space to be more tech savvy. This fall, the University Center East unveiled new dining options geared towards busy students including a ghost kitchen operation and a robotic vending wall.

The move came on the heels of a contract renewal with dining services operator Sodexo. University Center East was also due for a renovation, and "we just wanted to stay updated and modern on the popular concepts that are going on," says dining services manager Karen Johnson. The renovation, which totaled $740,000, outfitted the dining area with new design, equipment, graphics, small wares, seating, and digital and static signage.

The ghost kitchen, named Eagle Eats, replaced a branded retail concept that many students found too expensive. The menu features smash burgers, hot dogs, vegetarian bratwurst, tater tots with a variety of toppings, baked potatoes, and funnel fries with chocolate dipping sauce. Customers can place their orders through GrubHub.

Eagle Eats is fast and efficient. Once the kitchen receives an order, it's prepped, bagged, and placed in an individual locker. The customer is notified that the order is ready, along with a code to unlock the locker and retrieve their food. "There's no waiting in line, they're just able to pick up their order and go," Johnson says.

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Customer convenience aside, Johnson is a fan of the ghost kitchen concept because it offers menu flexibility. "I have main staples, but I can mix it up with other things. It's easy to pick up different concepts." Especially since the ghost kitchen is has a range of equipment, including a combi oven, steam kettle fryer, flat top grill, and heating element area. The fact that it's not branded also means the unit doesn't have to pay royalty fees, "which helps keep prices down."

Customers craving Asian flavors can stop by Yo-Kai, one of two machines at the robotic vending wall, which serves hot ramen, pho, and rice bowls that are ready in just 45 seconds. "The feedback has been that it's a little pricey, but nice for convenience," Johnson says. "It reminds me of the Jetsons, how you can order your food, lift up a door, and out comes the food. That's exactly how the Yo-Kai machine works."

Fresh bread, baked goods, and more are available at the La Bread micro-bakery, the other machine at the robotic vending wall. "We can do pizzas, sandwiches, cinnamon rolls, croissants, and brownies," says Johnson, who notes that the machine involves more work for staffers than the Yo-Kai machine. "We prep the food in the back of the house, par-bake it, put it in the machine, and when it's ordered, the machine finishes up what needs to be done."

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La Bread cinnamon rolls, for instance, come to the prep kitchen as frozen rolls. "They sit overnight and proof, then we bake them most of the way, put them in the fridge, and load them into individual boxes. The supervisor also makes the icing and puts that on the roll," Johnson explains. Then the rolls are loaded into the machine. When a customer orders one, the roll gets a final bake and comes out warm and gooey in just 90 seconds.

Eagle Eats and the robotic vending wall aren't just convenient for students. They've helped Johnson navigate the staffing issues that have plagued the foodservice industry since the pandemic. "Before I had to have at least 7 to 9 people. Right now I can operate with three during the day, and an extra person that takes care of trash in the dining room. There are fewer hiring struggles and reduced labor costs." The robotic vending wall also provides options for customers who want food after-hours without having to worry about overnight staffing.

She points out that the new offerings limit staffers' opportunities to interact with customers. "While it's a loss, we're able to turn out orders faster. We do like interacting with the students, but students don't want to stand in line. They'd prefer to order food off of the app."

And that preference for speed, convenience, and app-based ordering is here to stay, Johnson predicts. "If another opportunity becomes available, something like another ghost kitchen or other robotic units, we'll look into it."