When the club put the catering out to tender, they "should have" put some stipulations in the contract or KPI's as they are known, basically a minimum level of service required to satisfy the terms of the contract. These should include maximum price, standard of food, minimum manning level per kiosk, minimum maintenance level of equipment (ovens, urns etc), food & drink stock levels etc (Especially for non short term perishables & standard replenishables like hot water), as for the queing system a standard LEAN exercise done in any other industry showing flow, bottlenecks, point of use etc will sort most of that out