Campus Opening Plan Fall 2020

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.

https://www.cdc.gov/coronavirus/2019-ncov/community/pdf/Reopening_America_Guidance.pdf

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

https://mycompass2.compass-usa.com/corp-services/safety/food/Pages/Manager's-Guide-to-Food-Safety.aspx

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


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


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

11

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


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


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.

14

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


Back of the House

These items will be consistent through all locations on campus

including residential, retail and catering spaces.

https://mycompass2.compass-usa.com/coronavirus/Documents/COVID-19%20Decision%20Tree%20for%20Unit%20Managers.pdf

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


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


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


Market at Student Union

Mon-Thurs: 11am - 7pm

Fri: 11am – 3pm

Sat-Sun: Closed





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


Fri: 10:30am – 3pm

Sat-Sun: Closed

Dining Dollars or Dining


Subway


Fri: 10am – 7pm

Sat: Closed

Sun: 12pm – 5pm


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


Fri: 10am – 7pm

Sat: 11am – 5pm

Sun: 12pm – 5pm

Dining Dollars or Dining


Starbucks (Union)


Fri: 7am – 7pm

Sat: 9am – 5pm

Sun: Closed


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

20

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

23

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

202

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