©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

3

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

6

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

6

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.

22

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

40

Back of

house

associate

safety

reminder

What

+

Where

28

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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30

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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