Oxford Dining Partnership Report Card Spring 2014

Delivering on the Experience

Oxford College Spring 2014

Ainslee Burns was congratulated for her leadership of FACE for 2013-14.

We are pleased to present the spring edition of our Delivering on the Experience Partnership Report Card, Sodexo’s semester update for the Oxford campus.

In this report, you will find information on:  Improved global student satisfaction survey results.  Sodexo’s involvement in Partnership for a Healthier America.  Our new waste toolkit’s impact on our commitment to a better tomorrow.  Sodexo’s campaign to connect frontline employees to our mission to improve Quality of Life services across the globe.  The new Sodexo Campus and Solution Center teams’ energy conservation contract at the University of Tampa.

Welcome

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Quality of Life

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Student Insights

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Health and Wellness

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Environmental Focus 12 Customer Service

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Innovation

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We are proud to be your partner and appreciate the opportunity to help you achieve your strategic goals.

Our goal is to continually drive student engagement, recruitment and retention by improving Quality of Life for the Emory University-Oxford campus community.

Sincerely,

Todd Schram Lynn Tucker

DISTRIBUTION LIST Stephen Bowen, PhD Margaret Dugan Myra Frady Joseph Moon Jr., Dr Michele Sheets

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FOCUS

Improving Quality of Life for the Entire Campus Community

Sodexo’s Quality of Life services make a positive impact on your entire campus community.

From recruiting and retention all the way through graduation and alumni loyalty, Sodexo is your partner in creating exceptional experiences for your students, faculty, staff and campus guests.

Everything we do is focused on providing innovative solutions that reinforce your mission and help you achieve your long-term goals.

From a welcoming environment to energy-efficient buildings to beautifully maintained grounds and nutritious, delicious food options, our ability to design, manage and deliver services measurably improves your performance and Quality of Life on your campus. █

OUR RESEARCH HAS IDENTIFIED FIVE KEY AREAS THAT CONTRIBUTE TO IMPROVING THE QUALITY OF LIFE ON CAMPUSES: 1. Student Insights - Powerful research at the local and global level to understand your students’ needs 2. Health and Wellness - Nurturing student wellness through healthy food and lifestyle education 3. Environmental Focus - A commitment to local, sustainable and socially responsible practices 4. Customer Service - Our people are your people, and they are focused on providing exceptional service 5. Innovation - Delivering cutting-edge solutions and delectable new menu offerings

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Student Insights Understanding student trends and expectations is essential to developing solutions and programs that improve Quality of Life for your campus community.

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STUDENT INSIGHTS

Sodexo’s Global Satisfaction Survey Results Sodexo Consumer Insight continually develops tools and applications which allow us to better understand our customers. Our Global Satisfaction Survey measures our performance on consumer expectations.

Analysis of trends from both our own primary research and that of our vendor partners showed that students wanted to not only understand the nutritional value of a meal, but to see transparency in menus and know exactly where the ingredients were sourced.

We introduced Simple Servings in our campus accounts to provide safe and appetizing food choices for our customers with food allergies, gluten intolerance, or those who prefer simple foods.

We also implemented Mindful by Sodexo at colleges and universities across the nation. Mindful’s menu items all meet specific criteria, providing balanced and healthy meals that are both rich in flavor and ingredients.

Sodexo continually strives to improve the services our customers desire. Recently, we began a pilot project to test a new menu concept in select resident dining halls. The pilot menu is a revolution in the way we approach variety, and seeks to fundamentally change how we deliver our resident dining menus to our guests by featuring scratch cooking and utilizing a selective, high-preference and evolving menu approach.

Division Satisfaction Scores FALL 2012 FALL 2013

DIVISION Overall Satisfaction

74%

78%

Balanced meal every day

81%

82%

Quality of main dish / entrée

74%

77%

Quality of ingredients

72%

74%

Types of dishes

77%

79%

Availability of healthy options

63%

67%

Data above demonstrates the Mindful program’s impact.

Close analysis of survey data from these pilot sites showed tremendous growth in customer satisfaction.

As we continue to monitor survey data, we focus on what the customer values most and strive to deliver on their expectations. █

Change in Overall Satisfaction

+4% +2%

Pilot Menu National Average

Data above shows comparison change in overall satisfaction for division and accounts that participated in the pilot menu project. At division level, we saw 2% growth from Fall 2012 to Fall 2013; accounts utilizing the pilot menu saw 4% growth during that same time period. (Source: Sodexo SAS Satisfaction Data)

Student Preferences

75% 65% 63% Students like to eat at new or unique restaurants.

Students like to eat at locations that use local produce and products.

Students always chose healthy meals when available.

Data above shows trend analysis from Consumer Insights primary research, demonstrating students’ preference for local ingredients and healthy items. (Percent Strongly/ Somewhat agree: Sodexo CIQ Primary Research.)

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STUDENT INSIGHTS Face Impacts The Food Advisory Committee of Emory (F.A.C.E.) continues to provide a productive outlet for students and dining management to hold conversations that lead to the improvement of dining services.

Positive improvements resulted from the collaboration and feedback given during these meetings:  Worked together to plan Super Bowl and Valentine’s Day events  Loved the Burrito Bar and fresh watermelon  Developed FAQs that help communicate policies to students  Liked the addition of breakfast sandwiches  In the fall, will host multi-cultural celebration in Lil’s representing the diversity of our students  Revamp the Pizza Station with more specialty pizzas  Hosted a Frappuccino and Jazz night

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STUDENT INSIGHTS Surveys In addition to the comment cards and FACE suggestions, a survey was also conducted at Lil’s. Survey conducted through Survey Monkey Focused on dining options that they would like to see and options they currently like best Chef Nikki did a demo to draw students to table and gave away healthy bars

Speak Up Clings Clings were placed around the dining hall to garner feedback from the students. At the end of the month students were entered into a drawing and the winner won a monthly prize.

Ben BenChang Chang

You Talked, We Listened Results Multigrain Waffles made available Brown rice replaced white rice Berries served in dining hall Vegan Station is back Pizza Corner was revamped

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Health & Wellness Advancing the health and wellness of your entire campus community is core to our partnership.

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HEALTH & WELLNESS

Sodexo Joins Partnership for a Healthier America Sodexo announces new commitments aimed at making healthier choices easier for its millions of customers during the 2014 Building a Healthier Future Summit in Washington Recognizing that millions in the U.S. face long-term health and social challenges as a result of obesity, Sodexo joined the Partnership for a Healthier America (PHA) to announce new commitments to battle the epidemic. In the lead announcement delivered at PHA’s Building a Healthier Future Summit on March 13, 2014, Sodexo committed to engaging and motivating consumers toward healthy choices by widely deploying Mindful, its healthy dining program; expanding healthier food choices in hospitals; offering more free breakfast meals in schools; and increasing the selection of healthier, more nutritious options in its vending and K-12 lunchroom programs.

“Research shows how chronic illness impedes academic performance and achievement, but their wellness and opportunities for success are not the only things that suffer,” said George Chavel, president and CEO, Sodexo.

“It reduces our global competitiveness, it threatens our military readiness and with a projected $6 trillion in health care costs to treat the chronically ill, obesity is certainly no friend to our economy.

Through our work with PHA and our innovative wellness programs, we want to help make healthy choices second nature.”

Sodexo’s reach and scale is likely one of the strongest weapons it brings to the fight against childhood obesity and subsequent chronic illnesses. With more than 125,000 employees in over 9,000 client locations in North America, the company has an enormous opportunity to positively impact the health and well-being of it’s consumers.

Sodexo in North America reaches 15 million consumers each day.

PHA works with the private sector and PHA Honorary Chair First Lady Michelle Obama to garner meaningful commitments to help end the obesity crisis. █ 9

HEALTH & WELLNESS

On Our Campus A healthy lifestyle goes hand in hand with dining and nutrition. Cristina Caro, our in-house dietitian, and the new Chef, Nikki Rosario, led the way in educating students about making healthy dining choices and developing creative ways to engage students, making learning about nutrition fun.

Mindful Program: Mindful menu options balance nutrition with flavor to support healthy active lifestyles. Lils continues to highlight these options as they meet select nutrition criteria.

Meatless Monday’s & Meatless Monday Cooking Demos

Vegan Corner: Students are now able to select and combine various vegan food choices instead of having it all plated, reducing food waste and increasing Customization.

Nutrition Newsletter Feature Articles

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HEALTH & WELLNESS

On Our Campus National Nutrition Month in March Create Your Plate event was held during National Nutrition Month! While Cristina answered nutrition questions, students submitted their healthy plates for the competition & answered nutrition trivia.

Click the middle image above to view this years’ nutritional video by Cristina Caro, Emory Dining Dietitian!

Dishes submitted by students for the Create Your Plate events

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Environmental Focus Sodexo is recognized throughout the world for our commitments and initiatives toward sustainability.

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ENVIRONMENTAL FOCUS

Sodexo’s New Waste Reduction Toolkit When it comes to waste, less is more.

More efficient for your facility. More profitable for you.

More conscientious regarding environmental impact.

More responsible for the greater good.

Sodexo’s new waste reduction toolkit is a website that enables each Sodexo manager to build a customized action plan, either food or facilities management-oriented, geared toward waste reduction and Sodexo’s delivery on our promise of a building a better tomorrow.

Success stories are available from Sodexo managers who have already reduced waste at their sites by following plans just like the one in the new waste reduction toolkit.

At Clarke University in Dubuque, Iowa, Director of Facilities Management Brian Schultes thinks strategically about nonorganic waste reduction solutions that keep furnishings the University can no longer use out of the landfill while giving back to the community.

Reducing Waste through Repair and Recovery

“Most managers don’t think they have permission to do anything other than what’s in their job description and I think that’s one of the things that keep people disengaged. When you let your passion sing, even if it’s not in your job description, it’s a great way to encourage strategic thinking and create solutions for your client.”

Brian Schultes Director, Facilities Management Clarke University

Maintaining an effective learning environment inevitably results in the need to upgrade and remove old materials.

But before the Sodexo team at Clarke University considers purchasing new fittings, they work hard to rebuild, modify or repair existing items.

Schultes adheres to Sodexo’s policy of reupholstering furnishings, sprucing up residence hall fittings and refurbishing work stations in administrative offices prior to making any new purchases. Then, when the time does come to replace older furnishings or equipment, instead of sending items to the landfill, he includes recycling, salvage of fixtures, furnishing, and equipment in all of Clarke’s campus project specifications materials.

Going Beyond the Job Description to Create Awareness According to Schultes, creating a strategic waste reduction program requires a willingness to harness personal passions and do things outside the traditional manager’s job description. Schultes encourages his team to create a culture of sustainability on Clarke’s campus in the following ways:  Creating relationships with stakeholder groups including art instructors, campus ministries, and other campus organizations to create awareness and participation around the waste reduction program  Participating in faculty senate meetings, serving on the sustainability council, and talking to department chairs  Holding "lunch and learn" sessions on sustainability, energy efficiency, and other sustainability topics █

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ENVIRONMENTAL FOCUS

On Our Campus Sustainable efforts continue to be at the forefront of our dining initiatives. As we planned events this semester, we strived to bring sustainable messaging and aspect to each one.

Programs & Partnerships Highlighting Suitability

Sustainable Bites Newsletter Articles

Pure Program reuses our waste oil and reduces our carbon footprint

Sustainable Seafood Promotion & Better Tomorrow Campaign

Weigh the Waste, Composting Program, and Trayless Dining all work together to bring awareness to sustainable practices

Local Corner recently implemented

by Chef Nikki

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ENVIRONMENTAL FOCUS

On Our Campus Earth Day was bigger than ever this year with the collaboration of several Oxford Departments. Eating Local and Sustainable Means Eating Seasonal wallet cards, courtesy of Emory Sustainable Initiatives & Margaret Dugan, were distributed to all attendees. A lager poster of this information was displayed on bulletin board at entrance to Lil’s.  Recycle Rally: Students, Faculty and Staff commit to make

sustainable choices!  Earth Day Market  Earth Day 100 Mile Meal at Lunch

Homemade Jellies Made from Local Produce Raspberry, Peach, Strawberry

Wheat grass and blueberry shooters.

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Customer Service As your partner, we understand the impact of customer service on the overall campus experience.

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CUSTOMER SERVICE

Together We Make a Difference in Quality of Life!

Sodexo's worldwide leadership recognizes that our people are our greatest asset. We know that our frontline employees play an essential part in strengthening our brand position as the leaders in Quality of Life services. Under the leadership of our Sodexo managers, our team members go the extra step to ensure a great customer experience; they are the face of Sodexo and every positive interaction supports our brand.

To raise our frontline teams' awareness of the diversity of our services and our global presence, in February 2014, Sodexo launched a worldwide internal communication campaign in every country in which we operate that showcases and celebrates how Sodexo employees' work supports our customers' quality of life. â–ˆ

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CUSTOMER SERVICE

On Our Campus Creating Exceptional Student experiences is one of our top priorities as a service provider. Our goal is to go above and beyond while creating a sense of home and comfort here at Oxford. Being a part of the Oxford community is important to us and we value the opportunity to reflect those feelings in our service to it.

Students were given the opportunity to have one-onones with the new Chef, Nikki Rosario. During the event students were able to talk to the chef and give their feedback and suggestions regarding the food and service at Lil’s.

Annual Employee Service Awards honored 34 employees for their years of service including Terrance Fears for 15 years of dedicated service.

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CUSTOMER SERVICE

On Our Campus

Thank you so much for all the hard work you’ve done for us, especially Lil’s. I appreciate you for keeping up with our whining. I love you all.

-PPB Thank you guys for keeping us safe and preparing our meals during this awful time. It means so much to have such a caring staff and I hope that all of your families were safe. We truly appreciated everything you guys did!

-an appreciative student Seriously though thank you so so much. You have no idea how thankful I am that you guys made sure we all had hot meals to eat. Thank you:) -Pu Thank you to the cafeteria staff that kept us well fed though this time and to all the service workers who performed their jobs with big smiles and cheerful spirits. You could have been enjoying the snow days in any number of ways, but you deal with us. Thank you!

-Lolade Thank you so much to the amazing staff at Lil”s, who were in at 6am to serve our food despite the snow!

-Cat Thank you to all of the Sodexo staff who sacrificed a comfortable bed and time with their families and children in order to keep us fed. You’re the best!

-student a

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Innovation Innovation is the part of our solutions strategy that ensures we are always thinking in front of where we are today.

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INNOVATION

Sodexo Campus and Solution Center Energy Conservation Measures [ECM] at the University of Tampa The University of Tampa is a comprehensive, independent university that delivers challenging and high quality educational experiences to a diverse population of 7,200 students. The University's 105 -acre residential campus, in the heart of downtown Tampa, provides a historical and cultural setting for learning both on and off campus.

Sodexo and the University of Tampa [UT] share a long and valued partnership, and as a result, when UT looked for help to implement cost-cutting energy conservation measures, they turned to Sodexo based on proven technical knowledge and capabilities, and financing solutions. Working with the Sodexo Campus team and the Sodexo Solution Center team, UT was presented with a plan to modify their existing systems for the purpose of executing energy efficient upgrades.

The Solution Center worked with UT on improvements inclusive of design, installation, setup, programming, and commissioning of new equipment.

Extensive scope of work included energy efficient improvements to kitchen refrigeration units, demand control ventilation, boiler controls, kitchen faucet aerators/spray heads, and the implementation of a Building Automation System that controls the mechanical equipment in scheduled locations. Additionally, Sodexo utilized the Constellation EME [Efficiency Made Easy] methodology to provide the funding and to supply natural gas to UT. â–ˆ

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INNOVATION

On Our Campus Oxford Dining is here to create dining experiences that go above and beyond expectation; to make sure customers get the best and are treated to unique events, programs, foods, and experiences.

This year’s two promotions were Find Your Pinspiration and Send Your Message.

Both of these programs focused on sustainable practices as well as health and wellness.

A student from Emory even won the National Contest for the Pinspiration Promotion!

A fun filled Super Bowl event was put on with the help of Oxford Dining’s FACE members.

Pre-Super Bowl Lunch filled the dining room with decor and food highlighting recipes themed around the Super Bowl teams.

Super Bowl Game Day included a menu of yummy finger foods.

FACE and Oxford Dining Lil’s hosted an After Hours Frappuccino Night

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INNOVATION

On Our Campus  A Burrito Pop-Up Bar was introduced to add variety and surprise to the dining experience  Daily specials continue to please  New One Page Newsletter was distributed bi-monthly in order to reach more students

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INNOVATION

On Our Campus

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