Chartwells Monthly | September 2016

Back-to-School Edition

Inside: President’s Circle Award Winners | New YouFirst Program

Mission

Move-InPhoto Bus

at Auburn University

CHARTWELLSMONTHLY.COM | SEPTEMBER 2016 2

communication / executive message

2 Letter from the Editor

3 Chartwells on Campus

4 New Dine on Campus Website

5 New YouFirst Program

Sustainability Award

6 President’s Circle Awards

9 New Faces

New Accounts

10 Contact Chartwells

contents:table of

6President’s Circle Awards

Welcome Back to CampusFall Opening is easily one of my favorite times of year here at Chartwells Higher Education. There is an air of expectation and anticipation across all of our campuses—not only from our student body, but also from their families, our clients and our associates.

I remember vividly my experience as a parent in settling my two children, Cassie and Brian, into their college experience. I was so excited for them and filled with an overwhelming sense of hope, because those days seemed to mark the start of their lives.

It’s an incredible time here at Chartwells and this summer was no exception. In July, we hosted our first-ever National Summit in the “Windy City” of Chicago, bringing together our associates from near and far for two days of inspiring talks and group activities. It was held on the banks of the Chicago River, where we also debuted our first-ever President’s Circle Awards, recognizing associates who go above and beyond everyday expectations.

This summer we also celebrated several successes, which you can read about in this special Back-to-School edition of Chartwells Monthly. We announced a new YouFirst program, launched an all-new Dine on Campus website, and welcomed many new faces.

I look forward to welcoming you all back as I travel throughout the semester.

Lisa McEuen President & CEO Chartwells Higher Education Dining Services

letter from the ceo

Lisa McEuenPresident & CEO, Chartwells Higher Education Dining Services

9New Faces Around Town

AwardsGreen Mountain College has been re-certified as a 3-Star Certified Green Restaurant.

The University of Utah has won the NACUFS Continental Region Culinary Challenge for the third year in a row.

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2 Letter from the Editor

3 Chartwells on Campus

4 New Dine on Campus Website

5 New YouFirst Program

Sustainability Award

6 President’s Circle Awards

9 New Faces

New Accounts

10 Contact Chartwells

The Future of Pizza is Here24-Hour Pizza ATM at Xavier Universityn Late-night pizza has always been a staple of college life, but fresh pizza in the middle of the night is not always easy to find. That is, until now.

This fall, Chartwells at Xavier University debuted America’s first ever 24-hour pizza vending machine, providing students with a late-night pizza option. Hungry students in the popular Fenwick Place Resident Hall now have access to freshly made pies any time of the day.

While the machine is automatic, the pizza is still hand prepped and loaded daily by the Xavier dining team, offering the same quality of pizza as the traditional dining hall. The only difference is that the machine automatically heats up the pizza, instead of manually by an associate.

The machine itself holds up to 70 pies and can dispense a fully cooked, 12-inch pie within three minutes of ordering. Using this advanced technology, Chartwells at Xavier University is able to offer students what they want, when they want it, no matter the time of day.

Mission Move-InTiger Dining Embraces Auburn Culturen This fall, the Chartwells team at Auburn University brought innovation to move-in day, which made this special time among students, families, and friends even more memorable.

This year ’s Mission Move-In was designed to welcome stu-dents to campus with fun, interactive activities on move-in day. It was also an opportunity for dining services to pro-mote their offerings by providing students and parents with bottles of fresh, cold water to enjoy while they moved into their residence halls.

An exciting element was a vintage photo bus, entitled Mem-ories in Motion. This ultra-hip, vintage Volkswagen bus came equipped with fun, interactive props that celebrated school pride with signs that said, “I Love Auburn,” and “Go War Eagles.”

Students were encouraged to take photos with their new roommates and their families as a memory of their first day as a college student. Each session came with a photo strip that was branded with the Tiger Dining logo and social me-dia tag, #wherehungrymindsgather. To promote community living, Tiger Dining also brought in local DJ, Nellie Vanelli, who spent the day playing pop music and encouraging stu-dents (and even parents) to sing and dance along as they unpacked their belongings. Sam Holt, Director of Marketing and Guest Experience, said, “It was a fun touch that helped relieve some of the tension that goes along with moving for both the students and the parents.”

As the on-campus dining services partner, Chartwells has an opportunity to impact the lives and memories of students, and this year ’s Mission Move-in was truly made memorable by the great Auburn team!

news / communication

Chartwells On Campus

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communication / news

Explore the New Dine on Campus Websiten This past summer, we were pleased to debut our new, dynamic Dine on Campus website. The new site continues to offer the same features our guests know and love, but in a clean and modern design that our Generation Z guests have become accustomed to in the marketplace.

Each website is customizable to the University’s branding and utilizes large imagery to infuse cam-pus life into the website.

During development, Google Analytics was used to determine the most efficient layout of the site, making sure that popular, revenue-generating features were the most prominent. The ability to add declining balance dollars directly to a card can now be completed right from the home-page. The day’s menu and hours of operation are located right above the page fold, allowing our guests to view this information at a glance.

Not only is the site easier to use for our guests, but a full reconstruction of our back-end content management system was completed as well, making site maintenance a breeze. This allows our mar-keters to focus on other tasks, such as enhancing the guest experience and creating promotions.

Dine on Campus is just the first of two new cus-tomer-facing applications we will be deploying this year. In November, we will also be launching our brand-new mobile application that will work in conjunction with our Dine on Campus web-site and offer the ability to purchase meal plans directly from mobile devices.

Pokémon Go Lures in Guests at University of West Floridan Pokémon Go, the new augmented reality mobile game has been spreading wild throughout the country and participation at our college campuses has been no exception.

This summer, the University of West Florida decided to take advantage of this new craze sweeping its campus by turning their popular Starbucks location into a “PokéMart” offering Pokémon seekers a place to charge their cell phones and hydrate during their hunt.

A special PokéMart menu was designed to encourage fans of the app to purchase a branded beverage to accompany them on their hunts. Each drink on the menu was curated in house and was only offered at that location. 44 Pokémon drinks were sold during the month of August and the most popular drink was the MysteryBerry Refresher, which is still requested regularly.

“The most exciting aspect of running the Pokémon special was getting to meet new customers who only stepped inside after seeing our chalkboard sign on the path,” says Danielle Rudd, Director of Marketing and Guest Experience at UWF. “While not every new customer ordered from the specialty menu, we were able to generate awareness surrounding our new location and promote the student-focused amenities offered in our Starbucks such as lounge spaces for group gatherings, study tables, and a plethora of electrical outlets.“

Compared to previous promotions, such as the launch of the new Citrus Green Tea Latte last Spring, the Pokémon promotion was much more successful as it brought our guests and associates closer together and increased sales during an off-peak month that typically yielded lower sales volume. Although Pokémania has died down on campus, the marketing team at UWF is continuously looking for ways to capitalize on new trends and technologies in the marketplace.

Chartwells on Campus

The PokéMart menu was designed to resemble the screen of the app and featured Pokémon-specific menu items.

The newly designed Dine on Campus website

The University of West Florida embraces the Pokémon Go craze.

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awards & recognition / people

Celebrating Our People Chartwells Launches New YouFirst ProgramYouFirst, Chartwells’ associate engagement strategy, focuses on improving key busi-ness outcomes by being intentional about how we hire, train, communicate with, and recognize associates at all levels. This approach involves treating associates and managers as strategic partners with active responsibility for Chartwells’ performance in safety, guest/client satisfaction, productivity, waste management, food cost, shrink-age, and more. It also means Chartwells is committed to creating a loyal, engaged workforce through creating a culture of caring.

This year we completed a rebranding of YouFirst, focused on gathering, developing and rewarding our associates. As part of this rebrand, new tools and resources were developed and a full training program was rolled out to our associates so that all members of the team could effectively use the platform.

UMass Dartmouth Wins Sustainability Award Since its inception in November 2015, Freight Farms has been making a significant sustainability impact at the University of Massachusetts Dartmouth. Growing over 5,000 heads of lettuce each semester, Freight Farms produce is incorporated into over 2,000 meals per day.

This year, University of Massachusetts Dartmouth was selected as a bronze recipient for procurement practices in the 2016 Sustainability Awards given by the National Association of College and University Food Services (NACUFS).

More than 55 colleges and universities across North America submit entries and are judged by a team of dining professionals, including foodservice directors and sustainability coordinators. Congrats to the UMass Dartmouth team!

at the University of Massachusetts Dartmouth

LETTUCE TYPES GROWN:

– ALKINDUS– – STAR FIGHTER – – GREEN STAR –

5,000 HEADS OF LETTUCE GROWN PER SEMESTER

3,100 HEADSCAN BE GROWN

AT ONE TIME

2,000 MEALSSERVED WITH

FREIGHT FARMS LETTUCE PER DAY

FREIGHT FARMS

FREIGHT SIZE: 40 FT

The Wow Card is just one of the tools rolled out in the new program to recognize and reward those associates who go above and beyond their everyday duties. Pictured above: Chartwells CFO Darryl Lomax.

The Wow Card

The new Social Stars campaign highlights and celebrates Chartwells associates on popular social media sites.

6

PEOPLE

GREG MORAN // 2015-16 has truly been an outstanding year for Greg Moran. Re-cently promoted to Regional Director, he has been instrumental in the successful selling and opening of Florida Gulf Coast University that was so flawless, it inspired a client to write a letter to our CEO Lisa McEuen. An instrumental part of that success was selecting an all-star team and taking calculated risks—something Greg does regularly as he seeks to do what is best for his associates’ careers. Greg makes tough decisions about people that pay off with increased client and student satisfaction.

HENRY HOWARD // As a member of the Central Support Team, Henry Howard takes every opportunity to have an influence on our associates seriously and regularly seeks to travel with field-based team members, making a point to meet with every member of the team from dishwashers, to cashiers to Regional Directors of Marketing. Understanding the impact a positive comment or a moment of recognition can have, Henry passionately leads a broader conversation to make Chartwells a better place to work, while simulta-neously always giving his all to the team he is both a part of and the team he leads. He truly embodies the culture of the business Chartwells is trying to drive and is an example for others to follow in treating people with care and concern.

TONY HEIN // Tony Hein began his career as a kitchen manager for the Old Spa-ghetti Factory, working at eleven different locations, and eventually becoming one of its General Managers. He came to Chartwells in 2001 as a dining hall manager and then became the Director of Operations holding this position for many years. In October of 2012, he was promoted to Regional District Manager and has since lead the team to a Centers for Excellence designation through his focus on innovation, ability to coach and mentor his leaders, and believe in his team. When he's not on campus, Tony is a humble mentor and an inspiration for the People Pillar.

During this year ’s first-ever National Summit in Chicago we were proud to honor the following individuals who embody the values of our brand pillars with an induction into the newly created and exclusive President’s Circle.

Introducing the First-Ever President’s Circle Award Winners

people / awards & recognition

CHARTWELLSMONTHLY.COM | SEPTEMBER 2016

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awards & recognition / people

COMMUNITY

LORI LIMING // Lori has a wide vision as it relates to the campus community and has done a tremendous job leading OnSite/InSites at several operations this past year learning what is important to a campus community and finding ways to deliver. Lori has led several community events that have made a difference to thousands of people in need. Her influence has driven initiatives that not only set teams up for success but also separate Chartwells from the competition.

BERNIE LANG // Bernie has been providing wide-ranging financial support and insight as part of the Chartwells Finance team for more than a decade. He has a tremendous understanding of the higher education commercial model and acts as a go-to resource to many within the sector, regardless of their functional discipline. This year, he has made tremendous strides in helping build relationships with the Compass Field Accounting and Foodbuy groups. Chartwells is fortunate and grateful to have such a talented and committed associate on its team.

MICHAEL PAULUS // Michael Paulus is able to listen to guests, satisfy their needs, and deliver the WOW experience with every meal served. Bowling Green State University (BGSU) students are always his first priority. He has created a model at BGSU that works so well that representatives from many schools have visited the campus seeking to adopt similar models. He is constantly thinking about what he can do to accomplish the next WOW experience for BGSU guests and keep customer satisfaction scores high.

The students are highly concerned about the planet, so BGSU has adopted many suc-cessful sustainability programs. Parents have often commented that BGSU was chosen specifically because of the attention to special dietary needs. Michael’s forward-thinking ability is definitely his strongest asset and his stellar leadership benefits everyone he leads.

CUISINE

CHEF JOE LABOMBARDA // Over this past year, Chef Labombarda has worked collaboratively throughout the organization to infuse innovation into Chartwells’ culinary initiatives. He has partnered with, supported, and trained unit culinarians and operators to bring culinary visions to life. Chef Joe has helped with the rebranding of the cater-ing program, The Gathering, and continues to dedicate himself to ensuring Compass Community Council conferences are a culinary success. He does all of these things and more, with an unwavering enthusiasm for creating locally sourced, made-from-scratch foods and a let’s-get-it-right mentality. He is truly an inspiration to culinary leaders who demand only the best of themselves and desire to create exciting culinary experiences through superior quality cuisine.

continued on page 8 >>>

Introducing the First-Ever President’s Circle Award Winners

Chartwells CEO & President Lisa McEuen presents a President’s Circle Award to Michael Paulus of Bowling Green State University.

CHARTWELLSMONTHLY.COM | SEPTEMBER 2016 8

people / awards & recognition

CULTURE

COURTNEY HILL // Courtney Hill has lived the Culture Pillar of our brand every day since she came on board in 2014. Facing challenges head on has always been her approach. Courtney has always believed that success was not just an option, but instead, was the only outcome visible from the very start. By assimilating that approach into her day-to-day management and leadership style, she has reshaped the Chartwells brand on the campus she leads.

Her results have been nothing short of outstanding, increasing voluntary meal plan sales, implementing new meal plan programs, rebranding seven internal concepts and devel-oping two new concepts. There has not been a single initiative or challenge Courtney has not taken head on.

DANNY DAWKINS // Danny has taken on the challenge of being a District Manager head on from day one. Having taken over a territory previously managed by an opera-tor with 25 years in the business, Danny hit the road with tremendous energy, passion, exuberance, and a positive outlook to maintain all of the business, improve the financial results, grow his territory, and win over each of his clients and management teams.

From the onset, his approach has been to be an enabler for his managers and a trusted confidant for all of his clients. He has improved the district’s profitability, DSO and safety results, as well as selling three accounts in 2015. He is a tireless worker and gives of himself for the benefit of Chartwells each and every day.

MICHAEL WINNICK // Michael is the “go-to guy” for his region as a key resource for Webtrition, staff, new account openings, and numerous special projects. He has an incredible level of tenacity, persistence, and dedication along with an uncompromising expectation of high standards. He is a resource, mentor, trainer, and problem solver for almost every account leader in the region. Michael epitomizes the Culture of the Chartwells organization and is always up for a challenge.

STACEY SCLAFANI // Stacey recently led an incredibly important new account opening at Rutgers University in Newark, New Jersey. Culture can only be taught by example and Stacey’s work ethic and sense of urgency with all aspects of the operation has transcended the team she leads. It’s this Culture that makes us successful, especially with all of the moving parts that are involved in opening a new account.

Congratulations to all Chartwells President’s Circle Award winners!

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1 2 3 4

ALABAMAUniversity of North Alabama FLORIDAFlorida Gulf Coast University INDIANAHuntington University MASSACHUSETTSBabson College MICHIGANEastern Michigan University

MINNESOTASaint Cloud State UniversitySouthwest Minnesota State UniversityPENNSYLVANIA Kings CollegeTEXASUniversity of Texas Arlington

Chartwells Welcomes New AccountsChartwells is pleased to introduce its new partnerships and welcome everyone back to school!

New Faces Around Town1. SALLI DARDEN, Vice President of Marketing and

Communications – Salli has over 15 years of senior- level marketing leadership experience in brand management, concept development, innovation and strategy. She has led high-performing teams to develop new business opportunities, experiences and outcomes within the business dining industry. Salli has a unique multi-disciplinary skill set in not only mar-keting and strategy but also in operations and culinary with an MBA from Drexel University and a Culinary Arts degree from the Culinary Institute of America.

2. CHEF DANIEL BARASH, Vice President of Culinary – Daniel has over 20 years of experience, ranging from

fine dining to casual and quick service multi-unit restaurant portfolios, including global accountability for multiple brands (4,500 – 7,000 units) for a $1 billion company.

Daniel is known for his intellectually curious mind, a disciplined focus on execution and an unwavering passion for food. He accelerates new thinking and elevates culinary strategy to remain ahead of ever-evolving consumer trends. He has a B.S. in Culinary Arts from Johnson and Wales from which he is also scheduled to complete his MBA in 2017.

3. ANDREA JOHNSON, Director of Retail Strategy – With us since April 1, Andrea Johnson joins us in the newly

created role of Director of Retail Strategy. Responsible for ex-panding retail operations and implementing our internal and external brand strategy, Andrea has already hit the ground running in her new role. She has 15 years experience in all avenues of retail, from operations to new restaurant openings, and has spent the last few years focusing on growth manage-ment and transition strategies.

4. JOE FISCHIONI, Regional Vice President for Chartwells, West Region – Joe Fischioni joined Chartwells in March

2015 as Regional Director, having held positions of increasing responsibility in business dining, conference centers and health care. During his tenure with Chartwells, Joe has made a significant impact on regional performance through exceptional personal commitment, participative team leadership and operational expertise. Joe earned his Bachelor of Science in Hospitality and Tourism management at Grand Valley State University.

In his new role as Regional Vice President of the West Region, Joe oversees Chartwells business across the West region.

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