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