chartwells newsletter
Post on 07-Apr-2016
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Excellent GUEST Service
What is the key to an excellent customer
experience? Treat every customer as
your guest! Be an ambassador for your
location, and follow these simple steps to
excellent guest service.
G- Greet each guest in a warm and wel-
coming way. Make eye contact and let
the customer know that you recognize
that they have entered your location.
U- Understand what the customer
wants and needs. Did you hear them cor-
rectly? Repeat their order or request to
be sure that you got it! It is easier to get
it right the first time. If they are asking a
question, be sure that you know what
information they are looking for.
E- Efficiency is key. Use your time wise-
ly so that you are ready when guests ar-
rive. Try to meet each customer’s need
quickly so that they understand that you
respect their time.
S- Suggest menu items to the guest.
Knowing what is in each item is key to
making suggestions for students with spe-
cial dietary needs.
T- Thank each guest for dining in your
location and invite them back! Each per-
son who walks through the door is im-
portant and we has chosen to dine in
your location. Thank them for choosing
us!
Giving great customer service is that easy,
and it helps to create an experience that
will bring our guests back time and time
again. I look forward to visiting your loca-
tions and watching your provide excellent
GUEST service!
Courtney Bryant
Marketing Director
Dear Chartwells Associates,
Welcome back. I hope everyone had a relaxing holiday break and is coming back to campus ready to make this
the best semester yet.
The Fall semester brought many exciting changes to the campus which I will highlight below:
Newly renovated Sbisa reopened to rave reviews. The management and associates did a fantastic job get-
ting the operation open after months of construction and handled the large influx of business extremely
well. Hats off to Team Sbisa!!
New Brands Smashburger & Lime opened and the campus community immediately embraced these two
new brands. Texas A&M is Smashburger’s first venture into the Higher Education arena and a first for
Chartwells as well. Both teams are sincerely congratulated on a job well done.
Starbucks #2 opened at the Evans Library and did extremely well. Long lines were common place day and
night and the team did a great job of handling the stress of nonstop business demand. Many thanks to Ash-
ley and Company.
Renovated Pavilion Grill reopened up to a large crowd of hungry students ordering King Kongs and closed
the semester up over 30% versus the previous year. Great job Ruby & Company.
The renovated Underground Food Court reopened with a new décor and the new comer Houston Street
Subs concept and a Full Service Chick-Fil-A anchoring the facility. Overall the underground experienced a
tremendous increase in business volume thanks to the efforts of all involved.
Time-Out in the Rec Center was renovated and now has a fully reimaged Smoothie King and sandwich con-
cept in the premises.
We assumed all three C-Stores on Campus and converted them to Aggie Express units. Awesome job by
both Norma & Sarah and their terrific teams.
As you can see, we experienced tremendous growth last semester and we could not have successfully accom-
plished this massive undertaking without the support that each and every one of you contribute every day. Go-
ing forward we have some exciting plans for future growth on campus and will go into more detail later in the
semester as the plans become finalized. In the meantime, I ask that you continue to focus on three areas: Cus-
tomer Service, Safety and Quality Assurance, with a special emphasis on safety. Preventable accidents continue
to be an issue for us, so I ask that everyone focus on being aware of their surroundings and begin taking preven-
tative steps to protect you and fellow associates form avoidable incidents. If you see something wrong, correct
it or ask for assistance.
In closing, I Thank you for all that you do each and every day and best wishes for a happy and healthy new year.
Lee Rapport
Resident District Manager
Do people really know what Diversity is? What’s
our company’s Guiding Principles? What does
Diversity & Inclusion mean to Chartwells or to
Compass Group? First let’s take a look at the
word “Diversity”, its definition in the World Eng-
lish Dictionary:
One of Our Guiding Principles:
Developing our People and Valuing Diversity –
Recognize the diversity and contribution of our peo-
ple. We create a work environment that is challenging
and provides the opportunities and support for every-
one to develop, learn and succeed.
WHAT DOES DIVERSITY & INCLUSION
MEAN TO COMPASS GROUP?
“Compass Group recognizes that diversity and
inclusion means more than embracing differences
and similarities; it is an opportunity to grow our
business by leveraging the experiences, back-
grounds, thoughts, abilities and expectations our
associates, clients and customers bring to the or-
ganization.”
I would like to end the article by welcoming you
to a new semester filled with great YOU FIRST
moments where you enjoy your job; you enjoy
working with your colleagues and you enjoy help-
ing and serving our customers.
Islam Kandil
Divisional Controller
diversity
— n
1
.
the state or quality of being different or var-
ied
2
.
a point of difference
3
.
logic the relation that holds between two
entities when and only when they are not
identical; the property of being numerically
distinct
Spring Semester Tips for
Food Safety
The average American spends about 1.11 hours
of his day eating and drinking, sometimes more
than that. So it should come as no surprise that
food safety is such an important aspect of eve-
ryday life. The Center for Disease Control esti-
mates 76 million people get sick, more than
300,000 are hospitalized, and 5,000 die each
year from foodborne illness. Preventing food-
borne illness and death remains a major public
health challenge. These occurrences can be
prevented with a few simple tips.
Keep It Clean!
Wash hands before handling food. When
preparing food, make sure your cookware and
utensils are clean. Ensure cutting boards and
prep tables are clean and sanitized. When han-
dling fresh fruit and vegetables, make certain
they are rinsed thoroughly. Don’t forget to
wash the lids of all canned goods before open-
ing.
Keep The Temperature Right.
Temperature is important when dealing
with food. Make sure all meats are cooked
thoroughly. Serve food promptly, or hold at
140 degrees or higher for hot foods and 40 and
below for cold foods. Our guests and associates
need to eat hot foods while they are still hot
and cold foods while they are still cold. DO
NOT serve or eat food that has been left out
for more than two hours. Ensure that you are
properly storing food in a hot holding cabinet
or refrigerator prior to service.
Store Food Properly.
Make sure all food is stored properly.
Meats, seafood and perishables should be
stored in a refrigerator, with a temperature of
40 degrees or below, or a freezer with a tem-
perature of zero degrees. Leftovers should be
stored in shallow pans and should be discarded
after 3 days if not frozen.
Remember Food Safety is your job and
preventing food borne illness is your pub-
lic duty. Let’s start this New Year out right by
keeping our customers and fellow associates
healthy, happy and safe.
Karen Tomas
Quality Assurance Manager
Associates that Stand Out Welcome back! We are all very excited for the spring semester. The stu-
dents are excited to be back, the weather will start to change for the
good soon, and we have a full semester under our belt with our newest
concepts. I would like to take a few minutes while you are reading these
articles to share with you a few success stories that we have celebrated in
our commitment to our students and guests around campus.
Our first is across two departments, which is an amazing feat on a campus
this size. Donna Sieggreen, at 41st Club, identified a customer that needed
special attention due to dietary restrictions. She worked with our Out-
takes production team at Duncan to respond every week to the special
request for this specially made sandwich. Despite their thousands of prod-
ucts made every week, they stop and create the “Gabe Sandwich” for this
individual. Hats off to Donna and the Outtakes team for fulfilling this
guests needs and providing a magical experience for Gabe week after
week.
The R.C. Slocum Nutrition Center is the home for our student athletes
for every meal during their time at TAMU. Several of the sports programs
practice almost year round, and will eat 2/3 of their meals in the nutrition
center everyday! All members of the staff go out of their way to make
these athletes feel at home and to provide a magical experience to their
guests time after time. One member of the team that stands out in all of
their lives is Mamma Tammy! We can’t even give Tammy a day off without
several athletes asking, “Where is Miss Tammy!?” Tammy has made such
an impact because she treats every guest like her very own child. “These
are my kids,” she explains time after time. She remembers everyone’s
names, holds a conversation, asking them how practice is going or how
class was for the day. She also runs her deli station with pride, taking the
time to deliver each and every experience with love and consistency. Miss
Tammy shows that “Great service comes from the heart!”
Please share your success stories with your supervisors and managers. We
want to celebrate the magical experiences we provide with others. We
are excited for the opportunity to make a difference in so many lives EVE-
RY SINGLE DAY!
Cody Begg
Director of Operations
Organize yourself. Write a prep list
and break that list down into what
may seem like ridiculously small par-
cels, like "grate cheese" and "grind
pepper" and "pull out plates." You
will see that a "simple meal" actually
has more than 40 steps. If even 10 of
those steps require 10 minutes each
and another 10 of those steps take
5 minutes each, you're going to need
two and a half hours of prep time,
not including interruptions. Write
down the steps and then cross them
off. It's very satisfying and allows you
to stay on task!
Season all of your food from start
to finish. Seasoning in stages brings
the most out of your ingredients
and gives you the most flavor. What
this allows you to do is build your
layers of flavors to reach that amaz-
ing end result, so that when you
take that first bite it’s a symphony
of deliciousness!
When baking cookies, be sure your
dough is thoroughly chilled when it
goes on your baking pan. This will
allow the leavening ingredients to
work before the butter flattens out
and your cookies lose their textural
distinctions.
Marc Cruz
Executive Chef
Throwing an event at home can be
stressful, even when you are in the
food industry. Remember these tips
to help alleviate some of the undue
stresses.
What do you want your food to
say to your guests? Presentation
will make or break the
dish. Don’t serve something ele-
gant on a paper plate or vice ver-
sa.
Think about the flow of the
crowd and change it based on
where you are in the home. You
want your guests to be comfort-
able, not cramped!
Pre-cook as much as possible to
make the day of easier, but be-
ware – refrigerator space is at a
premium
Everything will take longer than
you think since you'll more than
likely be socializing the day of, so
be prepared.
Most importantly, have fun and
remain calm!
“Catering is like Christmas. If you
leave it until the last minute, you’ll
wish you’d started sooner” – Kate
Savage
Bethany Erwin Director of Operations - Catering
Prep Tips from the Pros Our Associates Make a Difference
“If you do what you always have done, you will get what you always got.”
This is your opportunity to get what you want. By changing your methods you will
change your results.
Don Koshis
Director of Operations
The Value of a Meal Plan Customer
Some of our customers are required to purchase a meal plan and
pay $1,190 to $2070 per semester. Others make the choice to
purchase our plans. That is between $80 and $140 dollars per
week, in advance, to dine at our restaurants.
If you took $100 each week to Walmart you would be able to
purchase a lot of food for one person. The difference is we do all
the cooking, cleaning and provide great guest service. That is the
value we provide our guests. They can focus on studying and
learning, not shopping, cooking and cleaning.
Each Spring semester our campus guests decide if they will live
on campus next year or not. The service, we provide makes the
whole campus living experience even better. We want our
guest to live on campus as many years as possible.
Even if they move off campus they can still purchase a meal plan
or dine in our restaurants. Our Job is to make sure they have
a great experience every time they come to our restau-
rants.
Some of our positions do not directly serve the guest, they help
the associates that do directly serve the guest by making sure we
have food, supplies and the operations are clean. So everyone
plays a very big part in serving the guest.
If a customer has a complaint, please follow, our LAST
method of working with our guests.
Listen,
Apologize
Solve (the guest problem or connect the guest to a man-
ager)
Thank the guest.
Fred Wencel Sr. Director of Operations
Human Resource Moment
Policy Reminders
Zero Tolerance –
The Company will absolutely not tolerate discrimination or harassment, and asks for
your assistance in contributing to a positive, inclusive work environment by acting in
accordance with this Zero Tolerance Policy. In order to uphold this Policy, the Com-
pany requires that all Associates conduct themselves professionally and appropriately.
Drug and Alcohol Policy -
No drugs or alcohol may be brought onto, consumed, or sold on client or company
property
Open Communication -
Various channels of communication are available to any associate that wishes to raise a
concern or a complaint. These communication channels include:
1. Informing your immediate supervisor;
2. Informing the next higher level management, in the event you feel uncomfortable
about speaking to your immediate supervisor, or if a matter remains unresolved after
reporting it to the next high level manager;
3. Informing a Human Resources Representative-Diana Montoya 979/458-1842, office
at the Fred Dollar Commissary on Agronomy Road
4. Contacting the HR Service Center at 1-877-311-4747 HRServiceCenter@compass-
usa.com
5. Contacting the Speak-Up Hotline at 1-866-654-6626
6. Calling the Crisis Hotline in the event of an emergency at 1-877-710-6291
W2 Statements
Each year, Compass Group prepares a W-2 form for each associate. The form reports
an individual’s income for a calendar year (January 1 – December 31). W-2 forms are
mailed each year by January 31. Please allow adequate time for delivery.
W2 reprints
Reprints for 2014 for active associates can be requested in early February 2015
through your Human Resource office for no charge. Must bring ID to request re-
print of W-2 forms.
Take time to explore altogethergreat.com. It will help you learn about the wide range
of benefits, programs and resources we make available to our associates. Visit the Suc-
cess Stories section to learn how fellow associates are building great careers for life at
Compass Group. And remember, visit the site often—there's always something new
happening around the organization.
Diana Montoya
HR Generalist
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