campus opening plan fall 2020
TRANSCRIPT
CAMPUS OPENING PLAN
FALL 2020
©2020 Compass Group, NA and Chartwells Higher Education. Confidential and Proprietary, all rights reserved, do not duplicate.
Guide Contents:
Safety Procedures Across Campus• Cleaning standards
• Social distancing modifications
• Associate requirements and training
Service Modifications - Residential and Retail • Campus ‘mapping’ of safety and service
enhancements
• Meal plan campaign innovation
Catering Modifications
• Introducing new: Drop-off catering &
contactless service model
Communications, Digital and Marketing Plans
Athletics Approach
Page 2
Page 8
Page 18
Page 21
Page 24
2
Safety Standards and Requirements – all locations
Packaged
meals
Limited
seating
Take-away
MIDDLE
T I E R 2
LEAST DISTANCING
T I E R 3 T I E R 1
MOST DISTANCING
Served by
associate
Limited
seating
Take-away
only
In order to support re-opening with a range of options for appropriate
distancing, we’ve classified solutions into a three-tier model.
As we open at the University of Toledo we will operate within a hybrid
of the second and third tiers (which aligns with Recovery Scenario 4
in the UToledo ReStart Plan) with an understanding that we may
move to the other tiers as the climate surrounding COVID-19
changes.
The impact to service models, required equipment, hours of
operation, safety enhancements, menu modifications and a plan for
student and parent communications is outlined in this plan.
The basic safety standards will not vary and will be used across all
campus venues.
VERSION: 2
7/27/2020
3
Safety Across
the Business
SA
FETY
+ T
RA
ININ
G
The safety of the campus community, our guests and our associates remain our
top priority. In this time of physical distancing, we have adapted our procedures to include associate wellness checks. We have also increased the frequency of sanitization procedures, introduced new PPE and implemented social distancing signage.
4
All Rocket Dining associates are vital for an effective sanitation and health program.
Hand Washing: Correct hygiene and frequent handwashing with soap is vital to help combat the spread of virus. All associates will be instructed to wash their hands, or use sanitizer when a sink is not available, every 60 minutes (for 20-seconds) and after any of thefollowing activities: using the restroom,
sneezing, touching the face, blowing the nose, cleaning, sweeping, mopping, smoking, eating, drinking, entering, going on break and before or after starting a shift (Hand Washing Log-Exhibit B)
COVID-19 Training: All associates will receive training on COVID-19 safety and sanitation protocols with more comprehensive training for our teams with frequent guest contact including Housekeeping, Food & Beverage and Lobby Entrances. Personal Protective Equipment (PPE): Appropriate PPE will be worn
by all employees based on their role and responsibilities and in adherence to state or local regulations and guidance. Training on how to properly use and dispose of all PPE will be mandatory. Every employee entering the venue will be provided a mask and required to wear that mask while onsite. Gloves will be provided to associates whose responsibilities require them as determined by medical experts including, housekeeping and public area attendants and security officers in direct contact with guests.
Daily Pre-Shift & Timekeeping: Employee pre-shift meetings will be conducted virtually or in areas that allow for appropriate physical distancing between employees. Larger departments will stagger employee arrival times to minimize traffic volume in back of house corridors and service elevators. Hand sanitizer will be available at each time clock location and employees will be required to sanitize their hands after clocking in. Our management team will ensureconstant communication and proper PPE and sanitation procedures are followed and updated per the latest expert guidance.
Associate Responsibilities
Personal Protective Equipment
Face coverings will be provided and worn at all
times by associates.
Gloves are worn at all times when handling food.
Plexi health shield barriers used at all registers and
points of interaction.
At all locations, the following
enhanced safety standards
will be in place daily.
Daily Wellness Checks Every associate will receive
a wellness check to include
self-reported illnesses and a
contactless temperature
check. We will follow the
CDC six question check.
5
Diversey
Suma Pan
Clean or
Suma Light
Detergent
Diversey
J512
Sanitizer
Disinfectants
Diversey
Virex II 256
J-fill
10 min
Diversey Virex
RTU Spray
3 min
Oxivir Wipes
1 min
OR OR
“Normal routine cleaning with soap and water will decrease how much of the virus is on surfaces and objects, which reduces the risk of exposure.”
CDC Guidelines for Reopeninghttps://www.cdc.gov/coronavirus/2019-
ncov/community/pdf/Reopening_America_Guidance.pdf
We will have designated
associates continuously
cleaning tables, chairs and all
high-touch surfaces with
sanitizer.
Sanitizer stations are available
for guests to use at the
entrances and exits and in the
production areas for associates.
Upon closing for the day, the
team will disinfect the entire
facility utilizing Diversey
disinfectant.
Back of house cleaning
procedures will take place every
30 minutes. The culinary team
will clean and sanitize surfaces
and high-touch areas.
EVERY 30 MINUTES DAILY / DOWNTIMES
#1
CLEANING AND SANITIZING
What is the difference between cleaning, sanitizing, and disinfecting?
Cleaning is the removal of debris. This is done with our standard surface cleaners to remove the presence of food and beverage particles.
Sanitizing is the removal of pathogens, such as those known to cause foodborne illnesses.
Both cleaning and sanitizing protocols exist within the USDA Food Code guidelines Chartwells has always followed.
Disinfecting is the killing of specific pathogens, such as COVID-19. CDC guidelines were updated May 20, 2020 to reflect new COVID-19 transmission understanding that high contact surfaces are not a primary source of infection.
6
Trainings
ServSafe COVID-19 safety training for both managers and food handlers.
Ongoing trainings will be covered at pre-shift meetings and provide the most up-to-date procedures.
Close coordination with local health departments on best practices.
Working through our purchasing company, FoodBuy, we will ensure that vendors follow similar safety protocol for their drivers and other associates and, delivery drivers will be discouraged from entering buildings and required to wear masks.
Social Distancing
One-way traffic management to help guests navigate dining and seating areas.
Social distancing in our kitchens and other back of the house areas.
New capacity thresholds for each dining location.
Reduction or elimination of cash handling.
Signage visible at all hand washing sinks and time clocks.
Floor decals and signs for guests to follow proper distancing and flow of service.
SOCIAL DISTANCING AND ASSOCIATE TRAINING
Our associate onboarding training will cover all COVID-19 policy changes including: - Mask, hand wash and glove
requirements- Tobacco & cell use policies
- Cell phone use policy- Cough and sneeze
etiquette- Guest interactions- Cleaning policies and
procedure changes - Social distancing
expectations of associates- Symptoms/temperature
checks process
7
SUPPLIER RISK MANAGMENT
• Full disinfection 2-3 times per day which may require closures• Available through SSC:
• Electrostatic Spray Disinfection • Hygenia EnSURE Sanitation Verification – using a hand-held
device, samples from high-contact areas are processed in a few minutes to determine efficacy of sanitation.
• Chartwells has multiple options for facility deep cleaning if the operations require it.
For a detailed list of cleaning and sanitation steps, follow this link.
Monitoring the Supply Chain
Chartwells is closely monitoring the supply chain for potential disruptions due to COVID-19. Our supply chain management team is maintaining daily contact with all suppliers to monitor daily inventory at distributors, track manufacturing progress of key items, and assisting with development of mitigation plans if necessary. A supply chain task force has been developed that includes sourcing, category management, quality assurance and distribution representatives. This task force meets daily to discuss all supplier risk management issues.
Additionally, supplier and delivery protocols have been developed to
ensure product arrives to each unit safely. We have established COVID-19 specific distributor and manufacturer policies that ensure pandemic preparedness in our supply chain and distribution systems. Regular supply chain updates will be shared as the situation evolves.
ADDITIONAL OPTIONS FOR CLEANING
8
Location-
Specific Plans
Se
rvic
e M
od
ific
atio
ns
The following pages provide a plan for University of Toledo, with special considerations and a customized approach.
9
Residential Service Model Tiers 3, 2, 1
We will be operating under Tier 2, however all three tiers are here for reference and it is possible we would move between them based on ever-evolving situations.
EXPERIENCE: CHANGE: MODIFICATION:
DINING ROOM Open Cleaning every 30 min
FOOD STATIONS OpenServed by associate,no self-serve
BEVERAGE Fountain open Cleaning every 30 min
DISHWARE Available Served by associate
FLATWARE Used but protected Served by associate
TIER 3LEAST
SOCIAL
DISTANCE
EXPERIENCE: CHANGE: MODIFICATION:
DINING ROOM Closed To-go only
FOOD STATIONS No self-serveAssociates serve pre-packaged or pick-upwindow
BEVERAGE Limited or no fountain Bottled/disposable cup
DISHWARE Not used All disposable
FLATWARE Not used All disposable
TIER 1MOST SOCIAL
DISTANCE
EXPERIENCE: CHANGE: MODIFICATION:
DINING ROOM Open with restrictionTables arranged forsocial distancing
FOOD STATIONS No self serveAssociates serve pre-packaged or pick-upwindow
BEVERAGE Limited fountain/bottles Bottled/disposable cup
DISHWARESupport take-awayservice
To-go packaging
FLATWARE Used but protectedHanded out byassociate, no self-serve
TIER 2MID SOCIAL
DISTANCE
10
Retail Service Model Tiers 3, 2, 1
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Specific University of Toledo Mapping Plan
We are pleased to present our COVID-19 specific and
customized plan of service following CDC, local and
State of Ohio guidelines.
The BasicsLocation Name & Tier Level: University of Toledo, Tier 2Guest capacity seating for each location will be managed to 50%Location COVID-19 Safety Manager is Daria Blachowski Dreyer
Delivery for quarantined students:
Food will be delivered to the
two designated buildings
Carter East and West – See
Crisis Feeding Plan for full
details
Front of the House
Retail Dining All retail locations will be open
(except for those under
construction) with order and go
options.
All seating areas will be at 50%
capacity
Boost Mobile Ordering can be
used at all retail (except for
Chick-fil-A and the Markets) for
contactless pay, pick up and go
This plan serves as a
baseline given current
CDC and NRA restaurant
guidance on COVID-19.
Local state or health
department regulations
may necessitate modification to this plan..
Residential Dining All retail and grab-and-go
locations will be open
(except for those under construction).
Student Union Dining will operate at 50% capacity.
Ottawa East will operate at 50% capacity.
No self-service in SUD or OE
dining.
Boost Mobile ordering can be used at OE for contactless pay, pick up, and go
STEP 1: The Dining Spaces
12
Specific University of Toledo Mapping Plan
STEP 3: Serviceware Solutions
STEP 2: Guest Entrance Requirements
All Dining Locations
Sanitizer stands (touchless)
Plexi health shield barriers at all points of ordering and interaction
Associates in gloves and masks
Signage for guests that masks are required
Sanitizing stations will be available at all locations and a entrance to
dining halls for guests
Retail
Cutlery
• Pre-wrapped kit
Dishware
• Disposable to-go packaging
Residential
Cutlery
• Reusable cutlery options,
served by associate
Dishware Options
• Disposable to-go packaging
if guests choose to go option
• Dine-in plates, cups, etc.
Cashiers are not required to
automatically provide a receipt.
Associate will offer receipts by asking
guest, “would you like a receipt?”
Associates must wash hands after
handling currency (cards or cash)
Associates handling currency must
remove gloves and wash hands
before touching food or packaging
Associates changing from currency
handling to other tasks must remove
gloves and wash hands before
starting that new task
13
Specific University of Toledo Mapping Plan
STEP 4: Residential Station/Location Plan
Allergen Station – we will offer a G8 in
Ottawa East as well as encourage all
students with special dietary needs to work
with our dietitian on understanding all of our
dining options across campus
Salad Bar and Deli Stations will all be served
by associates, no self-serve
Condiments will be individual portions or PC’s
and served by associate
Hand fruit will be individually wrapped or
served by associate
No unprotected food available for self serve-
everything will be served or individually
packaged
Pre-packaged to go options available in
designated spaces at both locations
To go option available at stations served by
associate as well as dine in options available
Beverages
Disposable
cups
served by
associate
for single
use for all
beverages
STEP 5: Retail Locations Plan
All locations will operate
with social distancing
indicators and guests will
order at POS
Seating capacity at 50%
Addition of Boost Mobile
for pre-order and then just
pick up and go
Beverages
Bottles only in retail locations with
no fountain machine
Fountain served by associates in
CFA
Cups served by associate in Food
Court for single use at fountain
machines
To support safety, the operation of the following stations have been altered
and the following practices have been put into place:
All locations will have a designated cleaning concierge regularly
cleaning and sanitizing all high tough areas.
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General and Back of House Requirements: Identified back of house
cleaning porter Completed daily BOH and
FOH QA Checklist Back of House disinfection
will occur 1 x/day with Diversey Oxivir TB Cleaner Disinfectant
Trainings completed include: Cleaning high-touch
surfaces Cleaning process and
differences between disinfection processes.
Back Dock/Receiving: Sanitizer station for back door Dock cleaned and organized Visitor alert signage posted
with manager contact for deliveries
All delivery personnel must be wearing a mask
Identify receiving spaces Follow vendor/supplier visitor
guidelines Identified associates for
product delivery handling Trainings completed include:
Product delivery handling COVID-19 Receiving
Procedures Policy
Back of the HouseAll back of the house items will be implemented in all dining locations on campus.
15
Food Prep Areas: Rearranged and organized workstations to
facilitate social distancing. Staggering of associate schedules when
possible to achieve social distancing Set up individual stations and avoid
assembly line production
Time Clock: Identified manager to conduct wellness
checks of associates clocking in. Review process/train managers to
conduct wellness checks. Identify private space to conduct
wellness checks (manager’s office, private hallway, or exterior tent/location) to maintain associate privacy.
Utilization of Manager Decision Tree for any associate showing symptoms of illness.
Associate Break Room/Locker Room: Sanitizer in associate rest rooms, break
rooms and locker rooms. Modified table/chair arrangements in break rooms and/or locker rooms to facilitate social distancing.
Signage Posted:
Cough/sneeze etiquette
Mask Use SOP’s
Tobacco/nicotine
product use policies
Cell phone use policies
Glove and
handwashing policies
Designated workspaces
Social distancing
requirements
Specific University of Toledo Mapping Plan
Back of the House
These items will be consistent through all locations on campus
including residential, retail and catering spaces.
Food Hall at Ottawa East
Breakfast
Mon-Fri: 7am – 10:30am
Sat-Sun: 9am – 10:30am
Lunch
Mon-Sun: 10:30am – 4pm
Dinner
Mon-Thurs: 4pm – 8:30pm
Fri-Sun: 4pm – 8pm
Eatery at Student Union Dining
Breakfast
Mon-Fri: 8am – 10:30am
Sat-Sun: Closed
Lunch
Mon-Thurs: 10:30am – 4pm
Fri:
10:30am – 2pm
Sat-Sun: Closed
Dinner
Mon-Thurs: 4pm – 7:30pm
Fri-Sun: Closed
Parks Tower Fooderie
Late Night:
Mon-Thurs: 8pm-1am
Fri-Sun: Closed
Meal Swipes, Dining Dollars or Dining
Dollars+, Cash or Credit.Meal Swipes, Dining Dollars or Dining
Dollars+, Cash or Credit.
Meal Exchange, Dining Dollars or
Dining Dollars+, Cash or Credit.
Market at Ottawa East
Mon-Fri: 9am – 12am
Sat-Sun: 12pm – 12am
Meal Exchange, Dining Dollars or Dining
Dollars+, Cash or Credit.
Starbucks (Library)
Mon-Thurs: 10am – 7pm
Fri: 10am – 3pm
Sat-Sun: Closed
Dining Dollars or Dining Dollars+, Cash or
Credit.
Hours of Operation(beg. Aug 17)
Freshens
Mon-Thurs: 10am – 7pm
Fri: 10am – 3pm
Sat-Sun: Closed
Rocket Hall
Mon- Thurs: 7:30am – 3:00pm
Fri: 7:30am – 2pm
Sat-Sun: Closed
Meal Exchange Dining Dollars or Dining
Dollars+, Cash or Credit.
Market at Student Union
Mon-Thurs: 11am - 7pm
Fri: 11am – 3pm
Sat-Sun: Closed
Meal Exchange, Dining Dollars or
Dining Dollars+, Cash or Credit.
Meal Exchange, Dining Dollars or
Dining Dollars+, Cash or Credit.
Chick-fil-A
Mon-Thurs: 10:30am – 8pm
Fri: 10:30am – 7pm
Sat: 11am – 7pm
Sun: Closed
Dining Dollars or Dining Dollars+,
Cash or Credit.
Steak n Shake
Mon-Thurs: 10am – 7pm
Fri: 10:30am – 3pm
Sat-Sun: Closed
Dining Dollars or Dining
Dollars+, Cash or Credit.
Subway
Mon-Thurs: 10am – 8pm
Fri: 10am – 7pm
Sat: Closed
Sun: 12pm – 5pm
Dining Dollars or Dining Dollars+,
Cash or Credit.
Wild Pie
Mon-Fri: 11am-3pm
Sat-Sun: Closed
Meal Exchange, Dining
Dollars or Dining Dollars+,
Cash or Credit.
Ace Sushi with Boba + Bowls
Mon-Thurs: 10am – 8pm
Fri: 10am – 7pm
Sat: 11am – 5pm
Sun: 12pm – 5pm
Dining Dollars or Dining
Dollars+, Cash or Credit.
Starbucks (Union)
Mon-Thurs: 7am – 8pm
Fri: 7am – 7pm
Sat: 9am – 5pm
Sun: Closed
Dining Dollars or Dining Dollars+,
Cash or Credit.
Hours of Operation
Rocket Hall
18
Contactless
Catering
CA
TER
ING
NEW Drop-off and contactless catering options are available on
your campus to help promote safety and social distancing practices.
19
Tier 2
All buffets will be attendant-served
using disposables. Buffets will have the
addition of portable sneeze guards or
protective dome covers. Guests will
be encouraged to maintain 6ft social
distancing. We still recommend
offering the contactless menu
approach in this tier.
Servers Service
Gloves changeevery
30 minutes
Buffet with portable
sneeze guards
Must wear mask All disposables
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CONTACTLESS CATERING
We proudly introduce drop-off and contactless catering. This menu allows for
flexibility to provide catering solutions for a wider variety of service levels.
How to order contactless catering
Contactless catering provides simple
ordering via Catertrax via mobile or
desktop.
Orders can easily be placed online
through Catertrax and dropped off or
picked up at a designated space with no
contact required.
The Packaging Approach
All menu items in the contactless catering
service will be packaged individually in
disposable packaging. The packaging
was selected to keep foods at the proper
temperatures during delivery and drop
off. A complete disposables guide has
been aligned for all menu items to ensure
accessibility and keep costs at a
minimum to remain a competitive option
in the business.
21
Conveying
Confidence
CO
MM
UN
ICA
TIO
NS &
DIG
ITA
L
With so many elements of the student experience changing to adapt to new safety measures, a strong communication plan is key to conveying our
message. The following tools will be implemented to help generate excitement and instill confidence as students return to campus.
CUSTOMER COMMUNICATION
UToledo Collaboration
A complete guest communication package will be implemented to match the brand standards created by the University of Toledo.
22
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For Students and Parents- Dining video teasers.- Paid social media advertising, targeting students and parents with
ads focused on dining program value. - Branded newsletters for students and parents outlining dining
commitments and a new student experience. - Dining committee meetings.- Participation in campus opening and welcome back events.
Dining Website- Interactive dining map.- Homepage banners to convey important information.- Dedicated pages on our safety response.- Up-to-date information on location hours and levels of service.
Social Media- Messages from the team.- Safety + Service Approach.- Instagram posts and engagement activities.
COMMUNICATIONS AND DIGITAL TOOLS
Game Day Plans
+ ProceduresJuly 9, 2020 v1
PA
TH T
O O
PEN
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0
We will continue to receive and evaluate guidance from several sources.
Regulations are typically guidance. Local health departments issue code/law
changes that must be practiced and followed. Policies will continue to be refined
through Chartwells and the University of Toledo. Changes in food service
presentation, holding, or serving procedures should carefully be navigated. Just
because it seems like a good idea to locally make a change, it may have
broader financial ramifications.
Guidance Hierarchy
CDC (issues guidance)
FDA (federal regulation)
State Opening Guidelines
OSHA (compliance)
Toledo Health Dept. (code)
REG
ULA
TIO
N
Toledo Athletics
NCAA/ MACPO
LIC
IES
Responsible Restart Ohio
Rocket Restart
Chartwells Path To Open
ENTRY AND TEMPERATURE TRACKING• Temperature check is required
• Temperature of 100.3 or higher will be sent home
• CDC six question check is required
MASKS• Must are required and will be
provided as part of the uniform
GLOVES• Gloves must be worn at all times
• Gloves must be rotated every 30 min when
handling food and between tasks
• Gloves should not be worn when on break or
using the restroom
SNEEZE GUARDS• Sneeze guards required for club spaces only,
wiped down as often as required
SANITATION• Follow handwashing guidelines, including at
start of shift, between tasks, when returning
from break/restroom, and additionally at timed
periods during the event
• Use sanitizer as required
• Wipe down surface areas as required
• UToledo Athletics will provide for all common
spaces for guests
GAMEDAY STAFF
SIGNAGE• Chartwells to provide signage with spacing guidelines, COVID practices
and policies, handwashing, sanitation standards and safety practices.
• We will work with UToledo Marketing to identify materials needed for
guest-facing communications.
CONCESSION OPERATIONS
PORTABLE CARTS• Appropriate social distancing markers and line queuing will be
implemented
• Mobile payment options for contactless service
• Simplified menus for speed of service
• Identify portable cart locations as designated mobile order pick up
points as needed
FOOD PACKAGING• All food will be wrapped or boxed when served
CONDIMENTS• Packaged condiments available at concession stands, no bulk
condiments available
NAPKINS• Self-serve, single-pull containers
DRINKS• Wrapped straw served with drink
UTENSILS• Pre-packaged, single use silverware, provided as appropriate to orders
SODA OPTIONSOffering fountain soda, in single-use
cups with no refills or re-use of cups
at portable carts. Bottled beverage
options available for continued
purchase.
POPCORNPopcorn sold in closed top boxes
only, aligning with the packaging
standards for concessions.
CONCESSION PAYMENT• Recommend movement to cashless to reduce touchpoints
and increase speed of service
• If moving to cashless, we recommend a cash
conversion option in the venue for those who may not
have credit card
• We will implement that all points of sales at all concessions
are enabled to accept mobile payments and chip-enabled
transactions
• Hawkers will not be used in 2020 but we plan for cashless
solution in 2021 upon their return
• Mobile ordering capabilities and designated pick up points to
minimize line queuing.
• Working with UToledo facilities to identify line queuing needs
and practices to ensure safe social distancing for lines
CONCESSION MENU HIGHLIGHTS
BEER OPTIONSIf the liquor license
policy allows for the
sale of beer without
opening, we will follow
that; if we cannot, we
will have dedicated
staff opening beer to
avoid single staff
person handling
payments and opening
beer
SUITE OPERATIONS
FOOD SERVICE
• All common area suite food stations will be served by
Chartwells staff, with all food behind plexiglass guards
CHINA
• Health Department has approved continued use which
would be used in the President’s Suite only
ALCOHOL SERVICE
• No lids on drinks
• No fruit at bars
• Fruit juices will be available as a replacement and served
by bartender
DRINK SERVICE
• Bar area will have dedicated bartenders for making and
serving all drinks
• Staff will serve soda (with lids)
SNACKS
• Pre-packaged snacks only
CONDIMENTS
• Will be available for guests at food stations
NAPKINS
• Napkins and Silverware will be provided in wrapped,
single-use setup by staff at stations
Service in suites will be determined in partnership with suiteholders,
while adhering to guidelines set by State of Ohio, CDC and Chartwells.
• Suites will be able to order from menu for items directly into their
suite, as previously allowed
• Dessert station will be modified to ensure safe service and portability
• Suite attendants will continue to be available to suites for game day
orders and beverage restocks