division of student affairs - umass dartmouth€¦ · dining room will be set up with hot and cold...

DIVISION OF STUDENT AFFAIRS

Dining Services Committee

Goals • Dining in P3• Dining in existing facility• Logistics for dining at other campus locations

Committee Members • Cathy Cocks, Student Affairs (Chair)• Shannon Finning, Student Affairs• Kenneth Manning, Political Science• Steve O’Riley, Dining Services• Joseph Raposa, Facilities• Jenn Stahl, Administration Operations and Compliance• Jennifer Viveiros, Nursing and Health Sciences

Process An extensive plan has been developed by Chartwell’s/Dining Services utilizing state guidance, industry standards, and recommendations from the Student Life, Health and Safety, and Athletics Delivery Fall 2020 Contingency Planning Working Group (May 2020). The “UMass Dartmouth Campus Planning Guide - Fall 2020” is enclosed. Please note that the plan is a working document and changing as trends andguidance changes.

The Dining Services committee reviewed the plan through their respective areas of expertise and as community members. The enclosed plan is comprehensive and utilizes state guidance and industry standards. We are confident that the plan strives to provide quality service in these extraordinary times while being able to adapt as conditions warrant it.

The committee identified the following issues of concerns:

1. “Grab and Go Where?”The issue of where individuals will eat given the reduced seating is of great concern. Resident studentsmay be encouraged to return to their residence hall rooms; however, eating is also a social activityand they will likely want to engage with their friends. That is an integral part of college life. Commutersdo not have such an option and many, if not most, commuters come for their first class and stay theday. Outdoor seating cannot be relied on given the weather. Massachusetts has an average of eightand a half days of rain in September, nine days in October and ten and a half days in November(source: weather-us.com). Outdoor eating in October and November is risky at best. We cannotexpect students to eat or study in their cars.

RecommendationIdentify other areas on campus where the seating being taken out of areas can be moved to anotherarea to minimize the loss of seating.

2. Cleaning and Trash The retail operations have been using disposables, and therefore, the trash should not be significantly different. Using disposables in the dining hall will be different. Dining Services has accounted for this in their plan. Dining Services’ plan also takes into account regular cleaning of the seating in and around their operations. Our concern is about secondary places where students may go to eat (e.g., parking lot, classroom building lounges). Currently, commuter area tables in the Library behind the Café are cleaned twice per day. Campus Center commuter tables, those along the windows (perimeter of the building), are cleaned once per day. Trash containers are emptied once per day. We are concerned that this will be insufficient resulting in trash strewn about campus. Recommendation A committee member also serves on the Facilities Prep and Supplies committee and has shared this concern.

CAMPUS PLANNING GUIDEFALL 2020

©2020 Compass Group, NA and Chartwells Higher Education. Confidential and Proprietary, all rights reserved, do not duplicate.

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Guide Contents:

Safety Procedures Across Campus• Cleaning standards• Social distancing modifications• Associate requirements and training

Location Specific Plans - Residential and Retail • Campus ‘mapping’ of safety and service

enhancements• Meal plan campaign innovation

Catering Modifications • Introducing new: Drop-off catering &

contactless service model

Communications, Digital and Marketing Plans

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Safety Procedures Across Campus E34

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At all UMASS Dartmouth Dining locations, the following enhanced safety standards will be in place daily.

ASSOCIATE SAFETY

Daily Wellness Checks ✓Every associate will receive a wellness check to include self-reported illnesses and a contactless temperature check.

Safety Procedures Across Campus

Personal Protective EquipmentFace coverings will be provided and expected to be worn at all times 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.

✓Associates will wash hands and change gloves every hour or when changing tasks.

✓Associates continuously cleaning tables, chairs and all high-touch surfaces with sanitizer.

✓Sanitizer stations are available for guests to use at the entrances and exits and in the production areas for associates.

✓We recommend closing all venues for between 1-2 hours during the day for a overall deep clean.

✓All venues will undergo a overall deep clean at the end of business daily.

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Trainings

ServSafe COVID-19 safety training for both managers and food handlers.

Ongoing trainings will be covered at pre-shift meetings and provide the most up-to-date procedures.

Close coordination with local health departments on best practices.

Working through our corporate 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 to wear masks.

Social Distancing

✓ One-way traffic management to help guests navigate dining and seating areas.

✓ New capacity thresholds for each dining location. Once the capacity of the venue is reached, the cashier will let guests know that there is a wait.

✓There will be an elimination of cash. Only credit cards and UMASS Dartmouth will be accepted

✓ Floor decals and signs for guests to follow proper distancing and flow of service.

SOCIAL DISTANCING and GUEST MANAGEMENT

Associate meetings will be held in August prior to the beginning of school to cover all COVID-19 changes including:

- Mask, hand wash and glove requirements

- Tobacco & cell use policies- Cell phone use policy- Cough and sneeze etiquette- Guest interactions- Cleaning policies and

procedure changes - Social distancing expectations

of associates- Symptoms/temperature

checks processAs new associates are hired

throughout the semester, there will be a weekly training for all new associates prior to their actual start day.

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Location-Specific Plans

Serv

ice

Mod

ifica

tions

The following pages provide a plan for UMass Dartmouth with special considerations and a customized approach.

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Specific Retail Mapping Plan

STEP 3: Service ware Solutions-Keeping it simple

STEP 2: Guest Entrance Requirements

All Dining Locations✓Disposable products to start Fall 2020. ✓Best practices for sustainability standards will be used to the extentpossible.

Additional recycling bins will be placed in all dining venues. Will reevaluate mid semester in accordance with state and federal guidelines.

✓Sanitizer stands✓Plexi health shield barrier for cashier✓Associates in gloves and mask✓Signage for guests that masks are strongly advised ✓Sanitizing hands is required for entrance to facility (guests and associates)✓Payment methods (options)

• Contactless check-in in Resident Dining• Corsair Cash, UMD Dollars, Freedom pay – touch to pay Credit/Debit,

CASH where applicable

Retail✓Cutlery

• Pre-wrapped disposable cutlery will be handed out at entrance.

• All disposable dishes and cups

Residential✓Cutlery

• Pre-wrapped disposable cutlery will be handed out at entrance

✓Dishware• All disposable dishes and

cups.• Consideration /Review of

guidelines for china and multi use silverware will be done mid semester.

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We are pleased to present our COVID-19 specific and customized plan of service following CDC, local and state guidelines.

RETAIL Dining VenuesDunkin’

✓ Order in line in a social distancing queue or pre-order using BOOST.

✓ Pick up at designated location near the old Mondo Subs . (All seating on the top level of the Campus Center will be removed)

Wendy’s✓ Order in line in a social distancing queue or pre-order using

BOOST.✓ Separate pick up area along window’s right – Pickup only ✓ All seating in the Wendy’s area will be removed

Birch Grill✓ All seating will be removed✓ Order in line in a social distancing queue at the current cashier

station or pre-order using BOOST✓ Pick up inside as you pass by the glass window side of Birch Grill

and exit at the end at the current emergency exit.Birch Market

✓ Controlled customer access to insure reduced customer density. Enter to the right making a U to pay at the cashier station and exit.

Library Cafe✓ Order in line in a social distancing queue or pre-order using

BOOST.✓ Current pickup area

University Club C Store✓ University Club will be converted to a Take out C-Store location

with Grab and Go Foods both hot and cold, beverages, snacks and desserts

✓ Pickup only – no seating

UMASS Dartmouth Dining

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Residential Dining in TWO locations- The Grove and The Marketplace

General Guidelines:Closures of all self-serve stations moving toward full serve. Modifying station menus to contain full meal options for speed of serviceTo support safety, the operation of the following stations have been altered and the following practices have been put into place: Below are the modified products to be pre-portioned and individually wrapped.

✓ No unprotected food available for self serve-everything will be served or individually packaged

✓ Allergen Station - we will continue to address special diets. We will serve this at a designated station.

✓ Salad and Deli Sandwiches will be pre-made, packaged and served.

✓ No soft serve Ice Cream – all Novelty ✓ Cereal bar will be served✓ myPantry-breakfast breads, condiments served✓ Hand fruit will be individually wrapped with the exception of fruits

with a peel (ie oranges and bananas)✓ Beverages will be distributed by associates from behind the line.

Beverages will be a mix of canned, bottled and poured by dining associates (ie: coffee and specialty drinks)

✓ Condiments will be located at each station and will be served by our associate.

✓ TRAFFIC FLOW IN BOTH LOCATIONS WILL BE PRE-DETERMINED , CONTROLLED WITH STANTIONS AND THROUGH SUPERVISION.

The Marketplace and Grove - Grab and Go Dining.✓ Students/Guests who are interested in a quick to go meal can

enter the Marketplace Dining. The current right side of the dining room will be set up with hot and cold “To Go” foods along with some bottled/canned beverages and snacks.

✓ They will enter, pick up their food choices and exit using the elevator. The elevator will continue to be used for handicap students for both dine in and grab and go dining.

✓ Grove Dining Grab and Go – students will enter the Grove and be guided to the Salad Bar, quick pick up area with hot and cold “To Go” foods along with some bottled/canned beverages and snacks then moved towards the exit

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Specific Residential Mapping Plan

The Grove

The Grove – Tentative – will change once in buildingEntrance for Fall 20 will be through the cashier station featured on the original floor plans. The flow will be directed around the outside of the salad/deli station. Students can continue along the breakfast side of the island and then enter through the allergen station. Here they will begin to choose their meals from the drum servery. At various points they can opt to exit the line for the seating options at The Grove.

When they are finished with their meal, they can leave, through the various two way points, which will be stanchioned, to throw their plates out and exit through the dish return hallway, behind the teaching kitchen. We believe this exit hallway is large enough to handle traffic exiting.

When the Exit traffic crosses the Grove dining entrance, station guides will be used to allow for appropriate social distancing.

Additional consideration will be given to the use of exit doors on the window side of the dining room.

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Specific Residential Mapping Plan

The Marketplace

The Marketplace

Entrance for Fall 20 will be through the cashier station. They have the option to either go right where the to go program will be and exit through the elevator. They also have the option to start their food selection process on the outer servery – outside the columns. Once food choices are selected the student/guest can dine in at pre-arranged social distanced seating.

Once seating is filled the control of guests will be managed at the entrance by dining staff.

When they are finished with their meal they can dispose of their single use dishware and food remnants in refuse containers near the exit.

Exit will be in the rear of the Dining area – Old Conferencing and Events entrance way – exiting to the back of the building (adjacent to the back of the Unity House).

Other consideration is to use the current exit stairs. Additional measurement and health department review will be necessary.

Registers

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University Club: Retail C StoreC

oolers

Coolers

6 ft spacing

StandchionFlow of traffic

Pick Up Mobile

Ordering

We will repurpose the U-Club from a faculty and staff dining facility to an open concept, quick serve grab and go. It will be a "second Birch Market" where we sell premade sandwiches and salads, all bottled beverages, snacks, candy etc.

Walk in guests will enter on the left side of the stanchion blocked off by the standing room divider. In front of the divider will be mobile order pickups. Guests who pre-purchased on the mobile app can walk up and go.

Continuing the flow, guests will walk through the original soft seating which now shows stanchions and they will do a loop through the University Club. The U Club will have coolers with the grab and go items, beverages and snacks for a quick experience.

Will include:•Common impulse buy areas•Will help accommodate the predicted lines from Wendy’s and Dunkin’•Will offer Boost Mobile Ordering pickup

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Birch Grill

Pick

Up

Mob

ile O

rder

ing

Pick Up Mobile Ordering

6 ft spacing


Birch Grill will close all seating and be a pick up location ONLY. They will utilize the Boost Mobile Ordering app. The menu will feature the fan favorites but will be scaled back. Birch Market will also have a scaled back version of convenience goods but will mirror The UClub retail options. Guests will enter through the main entrance. They will see an L shape from tables that block off the seating for Birch Grill and Birch Market. These tables will be where all pick up orders are place. Once they receive their order they proceed along the window side of Birch Grill to the emergency exit out the back which will be the new exit. Flow of traffic is one way.• Boost Mobile Ordering and pickup only

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Wendy’s

Pick Up Mobile O

rdering

Registers Registers

6 ft spacing


Wendy's will close all seating and be a pick up location and will accommodate walk ins. They will utilize the Boost Mobile Ordering app. Guests will enter through the main entrance and order from the registers at the entrance. They will then step back and wait for their completed order in the 6 foot distance waiting area. We will limit the number of guests allowed by the placement on the floor. If guests ordered ahead of time, they will pass the guests ordering, proceed to the back of Wendy's and exit out the auditorium side. Traffic will be one way. Once those guests who were waiting receive their order, they will also follow the same path for exiting out the back of Wendy's.

Will include:• Common safe waiting area• Will offer Boost Mobile Ordering pickup

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Entrance. Queue line will go past 2.Mato

Dunkin’

Register Register

Pick Up Mobile Ordering

6 ft spacing


Dunkin' will close all seating and be an ordering and pick up location. They will utilize the Boost Mobile Ordering app. Guests will enter through the main entrance and order from the registers at the entrance. They will then exit like normal and pick up their completed order at the pickup/mobile ordering station in a 6 foot distanced waiting area (in front of the pickup mobile order table). We will limit the number of guests allowed by the placement on the floor.

If guests ordered ahead of time, they will walk up to the mobile ordering/ pickup table, grab their order and leave.

Will include:• Common safe waiting area• Will offer Boost Mobile Ordering pickup

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Library Café

Counter To Go

6 ft spacing


The Library Café will close all the limited seating they offered before. This location will be a regular retail location. Guests will enter through the main entrances on both sides of the Library and order from the registers at the entrance. The two lines to the register will be separated like normal with one side for beverages and the other express sandwiches etc. They will then exit like normal and pick up their completed order at the pickup station in a 6 foot distanced waiting area. We will limit the number of guests allowed in line and waiting for their order by the placement on the floor.

Will include:• Common safe waiting area• Duel ordering line for beverages and grab and go items only

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Specific Mapping Plan

STEP 6: Hours of Operation (Residential and Retail)

Location Previous Hours

Proposed Hours

The Marketplace

Monday – Friday: 7am – 8pm

Saturday and Sunday: 10am – 8pm

Monday – Friday: 7am – 8pm(Closed weekends)

Closed 2:30 – 3:30 for detailed cleaning

The Grove NA

Monday – Friday: 7am – 8pm Saturday and Sunday:

10am – 8pm Closed 3:30 - 4:30 for detailed

cleaning

Wendy’s

Monday – Thursday: 10:30am –10pm

Friday: 10:30am – 9pm Saturday – Sunday:

2pm – 7:30pm

Monday – Thursday: 10:30am – 10pm


2pm – 7:30pm

Dunkin’



10am – 4pm



10am – 4pm

University Club Monday – Friday: 12pm – 2pm Monday – Friday: 11am – 7pm

Birch Grill

Monday – Thursday: 12pm – 12am

Friday: 12pm – 1am Saturday: 5pm – 1am Sunday: 5pm – 12am

Monday – Thursday: 12pm – 12am

Friday: 12pm – 1am Saturday: 5pm – 1am Sunday: 5pm – 12am

Birch Market

Monday – Thursday: 9am – 11pm

Friday: 9am – 12am Saturday: 12pm – 12am Sunday: 12pm – 11pm

Monday – Thursday: 9am – 11pm

Friday: 9am – 12am Saturday: 12pm – 12am Sunday: 12pm – 11pm

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MARKETING STRATEGY FOR MEAL PLANS

Two meal plan campaigns that have been developed for the UMass Dartmouth audience including resident, commuter, faculty, and staff members. We outline the two communication campaigns on the following pages.

VirtualCampaign

New Plan Campaign

Beyond the PlateFor the Love of Food

Grab & Go at the retail brands a way to reduce the lines and congestion by adding grab-and-go options to national or internal brands

Mobile ordering guests are able to order dining hall meals, using declining balance for pick-up

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MEAL PLAN MARKETING: NEW PLANS CAMPAIGN

Communicating the value of meal plans and providing an overview of new plans will be essential. The matrix below provides our strategy to communicate new meal plans to the UMass Dartmouth Campus

Format Objective Target Audience

Timeline

Social Media Blast Communicate new meal plans Parents and all students

30 days prior to arrival of students on campus

Student/ParentEmail

Communicate new meal plans Parents, residential students and commuter students

14 days prior to arrival of students on campus

Dineoncampus Website

Homepage images to communicate new meal plans. Engage meal plan purchase link to email

Parents and commuter students

30 days prior to semester

Daily updates

Street Team Communicate new meal plans and how to purchase

All students and parents

During move-in7 days into semester

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RETAIL SOLUTIONS AND INNOVATION OPPORTUNITIES

The following practices and tools will be implemented to help speed up service and practice safe social distancing on campus:

• Expanded Grab and GoAll Grab and Go will be made ONSITE by our dining staff. We will monitor consumption and student choices, likes and dislikes and respond quickly to best serve their needs.

• Pickup stations for order ahead using Boost Mobile OrderingSpace separate from main retail location to manage social distancing and flow of traffic.

• One-way aisles Service change in the University Club to assist in keeping social distancing recommendations.

• Contact-less payment options Tap to pay using Freedom Pay, i.e. Apple Pay, Android Pay

• Expanded Boost Mobile OrderingAvailable at retail locations: Dunkin', Wendy's, University Club (graband go central), Birch Grill and Birch Market

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ContactlessCatering

CA

TERI

NG

NEW Drop-off and contactless catering options are available on your campus to help promote safety and social distancing practices.

All Catered meals will beserved by catering attendants

and will be served on disposable service ware.

Currently, based on state guidelines drop off “buffet self service food” is not allowed.

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CATERING SERVICE CHANGES

All buffets will be attendant-served using disposables. Buffets will have the addition of portable sneeze guards or protective dome covers. Guests will be encouraged to maintain 6ft social distancing. We still recommend offering the contactless menu approach at this time.

Servers Service

Gloves change every 30 minutes

Buffet with portable sneeze guards

Must wear mask All disposables

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Conveying Confidence

CO

MM

UNIC

ATIO

NS

& DI

GITA

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.

CUSTOMER COMMUNICATION

A complete guest communication package will be implemented in all our locations to offer a cohesive look and feel and effectively communicate the new safety measures.

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For Students and Parents- Dining video outlining dining options, meal plan value and new

safety measures.- Paid social media advertising, targeting students and parents with

ads focused on meal plan value. - Branded newsletters as part of the Housing newsletter outlining dining

commitments and a new student experience. - SGA dining committee meetings and can be virtual if necessary.- Participation in virtual orientation(s).- Email and private social messaging options.- Monthly/quarterly student surveys sent via email. - Student surveys administered via social media.

Dining Website- Homepage banners to convey important information.- Dedicated pages on our safety response.- Up-to-date information on location hours and levels of service.- View our managers.- Contact us.

Videos - Orientation video(s).- Welcome back video(s).- Message from the team video(s).- Virtual teaching kitchen.- Instagram videos and takeovers.

COMMUNICATIONS AND DIGITAL TOOLS

The following communication methods are available to use Fall 2020

division of student affairs - umass dartmouth€¦ · dining room will be set up with hot and cold...

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