Delivering on the Experience
Partnership Report Card for Oxford College 1
Fall 2012
Welcome to the latest edition of your Partnership Report Card. I am pleased to share updates on the many ways we are connecting with students and your entire campus community. Sodexo works to improve campus environments through our food service, facilities management, master planning and a full range of offers that support student recruiting, retention and success for your campus. Did you know that Sodexo also serves college stadiums with concessions, suite catering and more? During the fall season, we serve as many as 1 million college football fans on an average Saturday afternoon. At all size campuses, Sodexo provides innovative game day experiences that keep the fans coming back for more. We are #1 in the college stadium market because our teams work to Perform, Deliver and Win for our campus partners. Be sure to watch for our new ad campaign in many of the college trade publications.
Welcome Welcome
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Creating Exceptional Creating Exceptional Student Experiences Student Experiences
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Your Expectations Student Insights
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Student Insights Health and Wellness
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Health and Wellness Environmental Focus
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Environmental Focus Customer Service
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Customer Service Innovations
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Innovations
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Driving Performance
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Throughout the pages of this report, you will see similar examples of the many ways we are driving exceptional experiences for the students on your campus. From our fulfilling our sustainability commitments to creating delicious and healthy meals, we are proud to be your partner. Sincerely, Lynn Tucker General Manager 2
Expectations Continued
Long Term Expectations (complete in insert timeline) 1. (Insert Expectation) Accomplished: (Report on accomplishments) 2. (Insert Expectation)
We know students(Report better Accomplished: onthan accomplishments) anyone in our industry. 3. (Insert Expectation) Understanding current Your Sodexo team trends is proud to create experiences that support a strong learning environment. Accomplished: (Report on accomplishments) and preferences are critical to We are committed to providing service that exceed your customers’ expectations and create our success in being innovative an overall experience that connects with your students. 4. (Insert Expectation) and solutions-driven. Our Accomplished: on accomplishments) Our chefs are(Report creating innovative and delicious cuisine. Our engineers are designing systems consumer insights team is that save energy. Our managers are focused on excellent technical delivery of our services. constantly working to identify 5. (Insert Expectation) And our frontline team brings it all together to connect with your students. the key trends that impact the Accomplished: (Report on accomplishments) The entire teamonis campus, proud of the many ways we support your goals and enhance your campus. student experience Wethat continue to drivethe excellence through our five key areas of focus: ensuring we deliver 6. (Insert Expectation) In Progress:and (Report on activities in progress) best programs 1. Studentsolutions Insights –to We track and understand what drives students’ wants and needs. support recruitment and 2. Health and Wellness – By sourcing local products, supporting specific 7. (Insert Expectation) retention on campus. In Progress: (Report on activities nutritional needs in ofprogress) students and offering a full array of balanced meals, we
support student’s growing desire for a healthy lifestyle. 8. (Insert Expectation) 3. (Report Environmental Focus – We have an intense focus on 8 action steps that are In Progress: on activities in progress)
moving the needle on waste reduction, healthy offers, responsible sourcing and more. 9. (Insert Expectation) Accomplished: (Report on accomplishments)
4. Customer Service – We have the best team in the business.
5. Innovation – Delivering new solutions and services that build your 10. (Insert Expectation) Accomplished: (Report onfor accomplishments) reputation innovation. This Partnership Report Card provides a brief overview of what Sodexo is doing in each of these areas nationwide and here on the Emory University campus.
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A Shift in Values: Changing the Path to Adulthood The Millennial Generation is reshaping the “American Dream” as we witness a shift away from traditional paths to adult life. This generation tends to spend time focusing on what is important to them, and they realize there is no set path to follow in order to be successful. They know that life after college will be very different from their parents’ experiences. Research shows they don’t feel the need to be married or start making mortgage payments right away. Finding a job in their field of study may be difficult, with only 54% of graduates actually finding something related to their degree. More of a priority is being placed on personal responsibility and self-reliance, especially around financial security. We see that millennial credit card debt is down 47% from three years ago. Student loan debt is down 17% from 18 months ago. In fact, so much priority is placed on paying these debts down, that long-time financial goals are on hold. In the case of home ownership, only 42% say they plan on owning a home by time they are 30, a 6% drop from last year.
51% of Millennials say success means making a lot of money, down 15% versus three years ago.
Source: The Tru Report
This is a more adaptive generation that realizes they need to be ready for changes and challenges that come their way. This might, in fact, show us that the newest generation of college graduates will be some of the most responsible consumers yet.
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Student Insights On Our Campus Student engagement provides us with several opportunities to learn what our customers want. Through our various channels of communication with students, we were able to launch new programs, make changes to dining locations, and enhance all dining experiences. The Food Advisory Committee of Oxford at Emory (FACE) continues to bring forth valuable suggestions and offer constructive critiques of the dining service. Changes for fall semester 2012 include: -new recipes using local ingredients at Vegan Station -breakfast for dinner twice a month -more pasta options -seasonal coffee -freshly brewed tea -meals to-go can be delivered to Pierce Hall -music via Pandora during dining hours of service -decided to extend lunch hours from 11:15 to 2:45 beginning in the spring semester Student Run Advisory Group
Pancake Breakfast Party survey given to all students who attended the bi-annual end of semester celebration at Lil’s Dining Hall
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Health and wellness is top of mind for students today. They still occasionally want comfort foods, but they continue to be interested in making decisions that support a healthy lifestyle. With a focus on menu innovation, convenient access to information and balanced choices, we are leading the way in supporting students’ healthy lifestyles. Our dedication to the overall wellness of your students, and to advancing the health and wellness of your entire campus community, is core to our partnership.
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Responsible Sourcing for Fresh and Sustainable Food Sodexo’s Commitments Praised by the Humane Society Sodexo has made two significant commitments to change product sourcing. We will source only cage-free shelled eggs by July 2014 and eliminate the use of gestation stalls in our supply chain by 2022. These commitments are being praised by the Humane Society of the United States. “The impact of Sodexo’s announcement significantly advances the industry’s progress toward a more humane and sustainable food system” said Wayne Pacelle, president and CEO of the Humane Society. Sodexo views its commitment to the humane treatment of animals as highly important, just as it is for the people and the communities that it serves. This step is an important part of the progress the company is making toward sustainability in a range of areas, from the food it sources to the energy and facilities management services it provides. The commitment to animal welfare is just one part of Sodexo’s overall approach to sustainability and corporate social responsibility. Last year, we launched a Sustainable Seafood Initiative, which includes a commitment to having 100% of our fresh and frozen contracted seafood be Marine Stewardship Council or the Best Aquaculture Practices certified sustainable by 2015. Farmers Markets Sodexo supports local farmers by showcasing their products at on-campus farmers markets. The partnership supports local growers and provides even more fresh and local offerings for students. George Mason University Farmers Market
UC Davis Farmers Market
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Health and Wellness On Our Campus Cristina Caro, Registered Dietitian, joined the Dining team this fall. Cristina brought a fresh new perspective to health and wellness on campus. Services offered included consultations, personal advice, nutritional plans, and monthly columns in the Dining Newsletter. Health and wellness is a top priority for dining. We help guests select delicious, nutritious and satisfying meals, snacks, and desserts by highlighting wellbalanced menu choices and providing nutritional information and tips to help guests make choices that fit their needs.
Nutrition Column from the December Newsletter
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Our commitment to a better tomorrow is making a difference. We know that our work in sustainability connects with students and improves many aspects of a campus. From zero waste days at college stadiums to fair trade coffee to energy management, many of our environmental initiatives directly involve students. We don’t just talk about our commitment. We measure it. We are pleased to continually report out on the progress we are making on our sustainability commitments.
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Bio-Based Cleaning – Powered by Nature Bio-based cleaners are made from things that grow, like corn, soybeans and even coconuts. Across the nation, bio-based products ranging from cleaning supplies to carpet backing to energyefficient roofing materials are made with ingredients grown right here on American farms. Each year, U.S. soybean growers plant about 75 million acres of soybeans offering an abundant and rapidly renewable source of ingredients that are helping to revitalize U.S. manufacturing. Bio-based cleaners are a new way to deliver effective cleaning performance with cleaning solutions made from things that grow, like corn, soybeans and even coconuts. Products made with renewable resources help curb our dependence on fossil fuels, as well as reduce greenhouse gas emissions. They can also offer environmental and health benefits, such as lower VOCs and less exposure to toxic chemicals as well as irritation from odors and more. In 2011, the U.S. Department of Agriculture introduced its “BioPreferred” seal – the organic label for things you can’t eat. Products are designed with sustainability and safety in mind, solutions are made from plant derived natural resources, reducing environmental impact and eliminating the need to wear personal protective equipment during its use. Sodexo is working with our partner, Ecolab, at our facilities management partnerships to begin using hard surface cleaners that are renewable and both USDA Bio Based and Green Seal certified. Sodexo Recognized for Grounds Management Excellence Five Sodexo campuses are among the winners of the national awards from the Professional Grounds Management Society. The annual awards recognize private, public commercial and industrial landscapes that are maintained with a high degree of excellence. We are proud to provide beautifully designed and wellmaintained grounds for our campus partners.
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Environmental Focus On Our Campus Sustainability continues to be a priority for Emory Dining-Sodexo. As we work together to reach Emory’s ambitious goal of 75 percent locally or sustainably grown food in the hospitals and cafeterias by 2015, we continue to encourage, promote, and practice sustainable efforts through various channels. These channels include the 100 Mile Meal to help promote Food Day, Heritage Harvest Feast, trayless dining, and the Fall Pumpkin Contest.
Menu served at Lil’s Dining Hall during the 100 Mile Meal Food Day Event
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We are in the people business. To be the best at delivering customer service and create exceptional experiences for everyone, our commitment to our people is vital. One of the most important commitments we can make is to provide our people the training, development and opportunities to be excellent in their current and future jobs. Internal programs such as The Sodexo Experience and our Virtual Training help us maintain a consistent focus on outstanding service and support growing our people.
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Sodexo Recognized by LATINA Style Magazine as One of the Best Companies in the U.S. Supporting our team members with a diverse and inclusive workplace is an important element in developing our excellent customer service. We are proud to say that LATINA Style magazine has named Sodexo as one of their Top 50 U.S. companies. The award recognizes our commitment to creating a diverse and inclusive work environment. The LATINA Style 50 Report is the most respected evaluation of corporate America's policies and practices as they relate to Latinas in this country. “We are honored to once again be included in the LATINA Style 50 Report as it speaks to our continued commitment and support for workplace diversity and inclusion,” said Dr. Rohini Anand, senior vice president and global chief diversity officer for Sodexo. “This is an important achievement as we celebrate the tenth year of our diversity journey.” Sodexo is considered the benchmark company for diversity and inclusion in our industry. We are consistently recognized among all companies in North America as a best place to work for minorities, multicultural women, veterans, and people with disabilities.
Employee Dressed up for the Halloween
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Customer Service On Our Campus The Sodexo Experience program showcased our outstanding employees providing exceptional student and customer experiences. The overwhelming participation in the program demonstrates our employees strive to provide superior service each day. In addition to the Sodexo Experience, Sodexo employees are praised through various methods by customers through comment cards, online feedback forms, and direct emails to management.
Lil’s Dining Employee Serves Customers with a Smile
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Sodexo’s innovation keeps us at the forefront of new and exciting offers. Our innovation strategy ensures that we deliver on our brand promise, while looking ahead and anticipating what solutions our customers might need going forward. And innovation does not always look the same – sometimes it is the big idea and other times, it is the little thing that moves you closer to where you want to be tomorrow.
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E-Commerce: Enhancing the Customer Experience Sodexo is rolling out new customer-facing websites for our campus partners that will add powerful tools to reach all of customers – students, faculty, parents and more. The websites offer: Online payment for purchases from gifts to voluntary meal plans and more. ♦ Content management from multiple levels that include national, regional and local sources. ♦ Mobile web apps that feature daily menu options, special promotions, hours of operation and more. Customers can access the information anytime, anywhere. ♦ Personalize content that matches their specific interests and preferences. Including coupons and special deals.
Sodexo Wins Food Management Magazine's Best Concept Award
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The added convenience, security and communication combine to enhance everyone’s experience.
Innovating With Fresh and Award-Winning Concepts.
Food Management magazine recently recognized Sodexo with their coveted 2012 Best Concepts Award for FöD (Food on Demand), a unique, technology-focused, casualdining experience for our customers at college and university campuses. FöD was selected its bold tactics, outstanding creativity and strong performance.
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Innovation On Our Campus The Oxford Dining Traditions continue to help break the monotony and make lasting memories for the students. This year’s fall dining traditions included the Welcome Carnival, Homecoming BBQ, Halloween Party, Heritage Harvest Feast, and the ever popular, Pancake Breakfast. Our goal is to provide students with exceptional dining experiences. These traditions are just some of the ways we strive to go above and beyond customer expectations. Each tradition was paired with a culinary menu to match the spirit of the event.
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Innovation On Our Campus Fall semester kicked off with the Sodexo promotion, “Explore India”. Menus throughout September and October featured authentic recipes from India. “Explore Korea, Thailand, and Vietnam” promotions filled the menus with cuisine that educated and delighted student pallets. Other highlights from the fall included pumpkin contest, sundae Mondays, cupcake Tuesdays, parfaits, popcorn and smoothies for breakfast!
Dining Calendars for Fall 2012
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