campus planning guide fall 2020 · 2020-07-22 · -symp toms/ emp ra ure checksprocess 6. location...
TRANSCRIPT
©2020 Compass Group, NA and Chartwells Higher Education. Confidential and Proprietary, all rights reserved, do notduplicate.
CAMPUS PLANNING GUIDE
FALL 2020
Packaged
meals
Limited
seating
Take-away
TIER 2
HYBRID
TIER 3
LESS DISTANCING
TIER 1
MOSTDISTANCING
Served by
associate
Limited
seating
Take-away
only
VERSION: 29,
2020
In order to support re-opening with a range of options for appropriate
distancing,we’veclassified solutions into a three tier model.
We have created this plan for the Medaille College with social distancing in
mind for each tier. We are operating under the assumption that we will re-
open in a tier 3 model and retain the ability to evolve as necessary.
The impact to service models, required equipment, hours of operation, safety enhancements, menu modifications and a plan for student and parent communicationsis outlined.
The basic safety standards will not vary, but be used across all campus venues.
Safety Standards and Requirements – all locations
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4
Safety Procedures Across Campus
At all location daily the following enhanced safety standards will be
in place:
ASSOCIATESAFETY
Daily Wellness Checks
Every associate will receive wellness check to include self-
reported illnesses and a contactless temperature check.
Personal Protective Equipment
Face coverings will be provided and expected tobe
worn at alltimes by associates.
We recommend guests wear masks as well, except when eating
Gloves are worn at all times when handling food.
Plexi health shield barriers used at all registers and
points of service.
What is the differencebetweencleaning,sanitizing,and disinfecting?
Cleaning is the removal of debris. This is done with our standard surface cleaners to remove the presenceof 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.
Diversey Suma Pan Clean orSumaLight Detergent
Diversey J512Sanitizer
Diversey Virex II 256 J-fill10min
Diversey Virex RTUSpray3min
Disinfectants
OxivirWipes
1 min
5
OR OR
“Normal routine cleaning with soap and water will decrease how much of the virus is onsurfaces and objects, which reduces the risk ofexposure.”
CDC Guidelines for Reopening https://www.cdc.gov/coronavirus/2019-
ncov/community/pdf/Reopening_America_Guidance.pdf
EVERY30 MINUTES DAILY /DOWNTIMES
#1
CLEANING ANDSANITIZING
Associates wash hands and change gloves every 30 minutes, or less.
Associates continuously cleaning tables, chairs and all high-touch surfaces withsanitizer.
Sanitizer stations are available for guests to use atthe entrances and exits and in the production areas for associates.
Upon closing for the day, the team will disinfect the entire facility
utilizing Div erseydisinfectant.
Back of house cleaning procedures will take placeevery 30 minutes. The culinary team will clean and sanitize surfaces and high-touch areas.
Restrooms will be sanitized every 30 minutes.
Closing for Disinfection: Sullivan Center Dinning from 2:00pm-5:00pm daily
ServSafe COVID-19safety trainingfor both
managersand foodhandlers.
Ongoing trainings will be covered at pre-shift meetings and provide the most up-to-date procedures.
Close coordination with local health
departmentson best practices.
Working through our purchasing company,FoodBuy, Chartwells 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 towear masks.
SAFETY MEASURES AND ASSOCIATETRAINING
Social Distancing
One-way traffic management to help guests navigatedining and seatingareas.
Social distancing in our kitchens and other back of the house areas.
Understand and evaluate capacity thresholds for eachdining
location.
Cash designated to one POS
Signage visibleat all hand washing sinks and time clocks.
Floor decals and signs for guests to followproper distancingand flow
ofservice.
TrainingsPlan associate trainingto cover all
COVID-19policychangesincluding
- Mask,hand wash and glov requirements
- Tobacco& celluse policies- Cell phone use policy
- Cough and sneeze
etiquette
- Guestinteractions
- Cleaning policiesand
procedurechanges
- Social distancingexpectationsof associates
- Symptoms/temperature
checksprocess
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Location
Specific Plans
Ma
pp
ing
yo
ur
Loc
atio
ns
Each of our dining locations and operations are unique. On the following pages, you will find our location-specific plans and adaptations for social distancing.
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Residential Service Model Tiers 3, 2, 1
The three tier levels are here for reference. The differences betweenthem may evolve over time.
EXPERIENCE: CHANGE: MODIFICATION:
Open
Open
Cleaning every 30 min
Served by associate
TIER 3 -
LEAST
SOCIAL
DISTANCE
EXPERIENCE: CHANGE: MODIFICATION:
DINING ROOM Closed To-go only
FOOD STATIONS No self-serve
Associates serve pre-
packaged or pick-up
window
BEVERAGE Limited or no fountain Bottled/disposable cup
DISHWARE Not used All disposable
FLATWARE Not used All disposable
TIER 1 -
MOST
SOCIAL
DISTANCE
EXPERIENCE: CHANGE: MODIFICATION:
DINING ROOM Open with restrictionTables arranged for
social distancing
FOOD STATIONS No self serve
Associates serve pre-packaged or pick-upwindow
BEVERAGE Limited fountain/bottles Bottled/disposable cup
DISHWARESupport take-away
serviceTo-go packaging
FLATWARE Used but protectedHanded out by
associate, no self-serve
TIER 2 -
MID SOCIAL
DISTANCE
y Cleaning every 30 miny
ancing
in.
y associate
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DINING ROOMPartially open, exclusivel to Cougar Card currenc
Tables arranged fordist
and sanitized every30
FOOD STATIONSOpen withmodified menus
Served by associate, no self-serve
BEVERAGE Fountain openSingle use cups served b w/ station sanitizedevery
DISHWARE Available Served by associate
FLATWARE Used but protected No-touch dispenseror served by associate
30min.
Retail Service Model Tiers 3, 2, 1
The three tier levels are here for reference. The lines between themmay evolve over time.
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Medaille College Dining Mapping PlanWe are pleased to present our COVID-19 specific and
customized plan of service following CDC and local
and state guidelines. Campuses may implement
additional safety measures and expectations above
and beyond this plan. These plans will apply to all
resident dining and internal retail dining locations. For
national brands, follow guidance and policies
defined by the brand if provided. If no guidance is
provided, utilize the guidance below.
The Basics
Tier level: Sullivan Center Dining / Starbucks WPS Tier 3Anticipated guest capacity campus-wide is:Sullivan 175 Starbucks 25
Student Center Dining Starbucks WPS
Number of total associates - both full time and part time: 30Location COVID-19 Safety Manager is Janet Elis
Front of the House
STEP 1: The Dining Spaces
Revised and newly added Pick-Up Locations
This plan serves as a
baseline given current
CDC and NRA restaurant
guidance on COVID-19.
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Local state or health department regulations may necessitate modification to this plan, so please check with your local health department.
UH Dining Mapping Plan
STEP 2: Guest Entrance Requirements
All Dining Locations
Sanitizer stands
Plexi health shield barrier at service points andregisters
Associates in gloves and masks
Signage for guests that masks are strongly advised in service area/ lines
Sanitizing hands is required for entrance to facility (guests and associates)
Payment methods (options)
Contactless Credit Card System Update
Mag Stripe Contactless Student Swipe Systems
Designated Cash Only POS
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Cutlery
Pre-wrapped kit
Touchless dispenser
Dishware Disposable to-go packaging
STEP 3: Service Ware Solutions
.
Residential / Retail
Medaille College Dining Mapping Plan
STEP 4: Residential/Retail Station Plan
To support safety, the operation of the following stations have
been altered and the following practices have been put into
place:
All stations– will operate with enhanced safety
communications
Common condiment areas will be associate served
Queues/lines marked with floor decals, separated by 6ft
Appropriately distanced waiting spaces implemented for
WPS Starbucks
Salad bar/Deli bar – fully served / pre packaged
Soft Serve Yogurt – full service
Breakfast / Coffee -breads, fully served
Pasta / Pizza Station – fully served
Hand fruit will be individually wrapped – excludingpeel-to-eat
No unprotected food available for self serve-everything
must be served or individually packaged
Fountain Beverages- will remain self-serve with single
use, associate will provide cup and lid
Soda cans and bottled water- for grab and go meal
trade option available
Condiment Stations – individual serving packets
Closing for Disinfection: Sullivan Center Dining from
2:00pm-5:00pm Daily
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Sullivan Center Dining:Monday through Friday 7:30am-2:00pm – Dinner -5:00pm-7:00pm
(closed between 2:00pm & 5:00pm)
Saturday & Sunday 11: 30am-1:30pm- Dinner-5:00pm-7:00pm
(closed between 1:30pm-5:00pm)
Sullivan Center Dining Closed During Winter Breaks and Summer
Starbucks WPS:Monday through Thursday 8:00am-8:00pm
Friday 8:00am-4:00pm
Winter Breaks 2020 and Summer 2021:Starbucks WPS Monday through Friday 8:00am-2:00pm
Medaille College Dining Mapping Plan
STEP 6: Hours of Operation
The hours below are based on the assumption that classes will resume in person and are
subject to change based on Medaille College plans and enrollment.
Changes from previously proposed hours include Student Center Dining & Starbucks
WPS
Medaille Dining Mapping Plan
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STEP 11: Hand Sanitizer StationsFreestanding touchless sanitizer stations for guests to use will be available at
all entrances and exits and in the production areas for associates.
2 in each dining commons - located at entrance and exit points and
stations
STEP 13: Labor
Residential and Retail
Cleaning Concierge on the floor at all times, continuous 30
minute sanitation routine in effect
Porter service moved to in-house management to monitor
sanitation closely
Complete shutdown for daily disinfection of restaurants and
service areas
STEP 12: Guest SignageOur signage package is designed to communicate important safety
information throughout the guest experience.
Signage includes floor decals, posters, window clings, floor banners,
sanitization signage, one way walk arrows, mask request, safety
process communications, service update communications, station
closed signage
Food Prep Areas:
Rearrange and organize workstations to
facilitate social distancing.
Will stagger of associate schedules with
possible third shift to achieve proper social
distancing
Set up individual stations, avoid assemblyline production
Time Clock:
Identified manager per concept to
conduct wellness checks of associates
clocking in.
Review process/train managers to
conduct wellnesschecks.
Identified private space to conduct
wellness checks (manager’s office,
private hallway, or exterior tent/location)
to maintain associate privacy. Our goal
is to minimize associates being in the
preparation areas of the facility prior to
symptom checks.
Will utilize Manager Decision Tree for any
associate showing symptoms of illness.
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
Medaille College Dining Mapping Plan
New Back of the House procedures and requirements
These items will be consistent through all locations on campus including residential,
retail and catering spaces.
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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.
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REQUIREDSIGNAGE
Our communication approach is designed to provide instructions to our guests
while providing a sense of security. Below outlines the required approaches for each area of our diningfacility.
. Requiredat Dining Venue All Entrances
Mask RequiredReminder Hand Sanitizer Callouts Dining SafetyCommitment
The horizontal indicator sign is
designed to communicate
social distancing in front of
station.
Required at All Dining Stations or Cues
Station Front Indicator Clings for All AreasPlace This Every 6ft In
Station Line Queue
One WayDirectional
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Back of
house
associate
safety
reminder
What
+
Where
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Communications and Digital
The following communication methods will be used on campus to share important dining information, safety updates and convey meal plan value.
For Students and Parents• Customizable dining video outlining diningoptions
• Branded newsletters and templates for students and parents outlining dining commitments and a new student experience
• Virtual dining committee meetings• Participation in virtual orientation• Guest text, email and private social messaging capabilities• Monthly/quarterly student surveys sent via email• Student surveys administered via social media
Dining Website• Updates to Dine on Campus site and mobileapp
• Homepage banners with important information• Dedicated pages on our safety response• Up to date information on location hours and levels of service• Integrated traffic status into our locations• Live chat options
Videos• Live cooking classesand
Teaching Kitchens• Recipe and food prep videos• Virtual town hall
DIGITAL MARKETING PLAN
Ways to Make StudentsFeel Safe
Our strategy of communicating daily with students via multiple platforms is designed to
maximize reach and make them feel safe. The following vehicles will be included in
our approach to communicate with students and build their confidence in dining.
Connecting on multiple social platforms provides the ability for UH dining to meet students where they are. Our social strategy w ill
lead with Instagram as it has the most engagement. How ever, Twitter and YouTube will be deployed aswell.
Timeline: (6/15) 4 posts perweek
StudentAmbassadors Multiple SocialPlatforms Communicating Safety
Peer to Peer to communication via Student Ambassadors and interns serves as an effective platform for disseminating dining events and periodical messaging. Once students return we w ill a recruit a student ambassadorteam.
Timeline: 4 weeks into semester
Once students arrive on campus, communicating health and safety withindining will becritical. UH Dining will have a full communication strategy that provides specific overviews and instructions on how we are keeping dinerssafe.
Timeline: Day 1 of service
Connecting on mobile devices with our Gen Z students will provide real-time messaging. Event details, diningfeedback and information on campus dining venues will be a consistent offer for students on mobile.
Timeline: (6/15) 4 post perweek
Dining Websiteand LiveChat MobileMessage Dining Video
dineoncampus.com/uh will be the one stop for all things dining. Additionally, students will have the option of accessing dining via our feedback function –directly from the site.
Timeline: Immediately
Our dining video will show case the highlights of the program that students w ill experience upon their return to campus. The target audience of this dynamic video w ill be parents and the campuscommunity.
Timeline: immediately
• Student Ambassadors
• SocialPlatforms
• Onsite Communications
• Dining Website• MobileMessaging
• Dining Video
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MARKETING PLAN
Communicating with Intention
Medaille Dining will support with the goal of driving confidence in dining and
assist by communicating what diners will experience upon their return.
• Orientation Videos
• Virtual FSAC Meetings
• Virtual Town Hall
Connecting with students prior to their arrival will be an important part of building value and diner confidence. A virtual dining committee featuring student leaders can provide key details to dining and answer pertinent questions.
Timeline: FSAC active now
Orientation Video Virtual FSACMeetings Virtual Town Hall
An orientation video will be developed
Shows key information aboutdining program locations andvalue.
Timeline: Availablenow
Q&A
Prior to the start of the semester, we will host a Virtual Town Hall
series. This will ill be an
opportunity to answer questions
with regard to dining and a
critical vehicle of making parents and students feel safe.
Timeline: 2 weeks to semester start
Associate Training
Prior to students returning to campus, associates will have access to multiple training
options. Three methods of preparing our associates include the following tools.
• Welcome Back Orientation
• YouFirst
• Nudge Rewards
Associate Welcome Back
Orientation will be carefully
scripted to include all of the
required COVID-19 training.During orientation associates
will act out different scenarios
to prepare for opening.
Timeline: Upon associates return
The YouFirst platform is a recognition program designed to recognize high performers and key players for their efforts to keep our team engaged. In addition to rewarding, YouFirst pre-service meetings will be critical for communicating key daily initiatives.
Timeline: Upon associatesreturn
Welcome Back Orientation YOUFIRST Nudge Rewards
The Nudge rewards app is a platform that will allow management and associates to stay connected. The mobile platform allows for management to communicate key initiatives to front and back of house associates.
Timeline: Immediately
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