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2018 - 2019 Business Plan Template v2 1.10

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Published by amandarose.spangler, 2019-01-10 18:05:03

2018 - 2019 Business Plan Template v2 1.10

2018 - 2019 Business Plan Template v2 1.10

Quarterly Partnership Meeting | Fall 2018

Stephanie Moye
Resident District Manager
Stockton University
101 Vera King Farris Drive Galloway, NJ 08205

Dear Chris Howard,

As dedicated strategic business partners, Stockton University and Chartwells share a long history of
mutual goals, outstanding service and fiscal responsibility. Our business plan for 2017-2018 is built
upon a strong understanding of your history, culture and feedback and is in recognition of our
mutually beneficial goals. We appreciate your trust in us to effectively evolve and adapt our services
to Stockton University’s changing dynamics.

Our joint efforts consistently generate key results positively impacting dining services satisfaction at
Stockton University. Our team is rooted in Galloway and the surrounding communities.

Our outreach and impact goes far beyond the campus in support of the communities where we live.
Some key highlights of our mutual success include:
• Transformed residential dining into a welcoming and popular food-focused student dining and

gathering center
• Strengthened the national brand presence on campus as desired by Stockton University students

through Starbucks, Au Bon Pain, and Dunking Donuts
• Executed a digital and social media strategy – an ongoing social media student internship

provides experiential learning opportunities driving Stockton University student success
• Collaborated to open a new dining hall in the new Atlantic City Gateway Campus to serve

students and the Atlantic City community.
• Community outreach includes partnering with local organizations through events such as Coffee

with A Cop, University Weekend, etc.

We are extremely proud of our partnership with Stockton University and what we have accomplished
together over the past year. But today is a new day and you have our personal commitment that
Chartwells will continue to exceed the expectations of the campus community with the elements
displayed in our business plan. I would look forward to the opportunity to meet with you and your
team to discuss and work together on a finalized plan so we can continue to position Stockton
University as the premier dining service program in the higher education market
Thank you for your support and partnership. We look forward to another great year followed by
many more.

Sincerely,

Stephanie Moye

OVERVIEW

2017 – 2018 Campus Debrief

 Campus WITY
 Client Survey Feedback & Action Items
 Voice to Vision Survey Results

2018 – 2019 Major Goals

 Dining Program Enhancements
 Market Share & Revenue
 Customer Engagement Initiatives
 Sustainability Goals
 Health and Wellness Programs
 Quality Assurance & Training

MEASURING OUR
SUCCESS

At Chartwells, our culture is focused on expansion; we see it, we own it, and we
solve it. We are hungry to drive results for our clients, our guests, and our
business. Each semester we review our prior targets to measure our success, and
identify our opportunities for growth. Sharing our successes and expanding on our
opportunities helps us to deliver exceptional services, satisfy and delight our
customers, strengthen our daily operations, and stay innovative within the market.

FALL 2018 GOAL REPORTING

RESIDENTIAL COMMUTER FACULTY & STAFF
PARTICIPATION MEAL PLAN SALES MEAL PLAN SALES

Our goal was to increase guest Our goal was to increase Our goal was to increase
satisfaction in our dining hall commuter meal plan sales by faculty & staff meal plan
sales by 2% over prior year.
by 5% over prior year. 25% over prior year.
We have met this goal through
We met this goal. We took the This goal was met and exceeded. continuous marketing efforts on the
feedback from previous year’s We increased Commuter Meal Plan benefits of faculty and staff having
surveys and made changes to our sales by 79.98% through the use of a meal plan, specifically through
variety, atmosphere, and cleanliness marketing materials, orientation use of our N-Wing Dining Hall. This
presentations, and other efforts. will continue to be a growth area
RETAIL SALES for us.
TECHNOLOGY &
SOCIAL MEDIA GUEST SATISFACTION

Our goal was to increase Our goal was to increase Our goal was to increase
overall retail sales by 3% social media following by overall guest satisfaction on
our survey by 5% over prior
over prior year. 5% over prior year.
year.
This goal was met by the use of We met this goal by increase our
monthly LTOs, new bakery offerings promotional material on social We met this goal by making a lot of
to increase same store sales, among media, optimizing our content, and changes throughout the venues to
other efforts. making our profiles front and increase variety and quality based
center to our customers. We will on customer feedback (healthier
continue to evolve our social media options, meal exchange menu) and
presence through new platforms will continue these efforts moving
and engaging content. forward.

GUEST
SATISFACTION

We understand that our dining program isn’t just about spectacular culinary
operations; it’s a heartfelt connection to the campus through the universal
language of food. Our dining program adds value to the student’s higher
education experience and we are proud to support recruitment and retention at
your University by relentlessly examining how we can not only satisfy, but delight
our guests in every aspect of our business.

FALL 2018 VOICE TO VISION SURVEY

Each fall surveys are conducted to gauge the customer experience within our
locations.

HIGHLIGHTS:

Achieved Above Satisfactory in Location Atmosphere, Quality of
Experience, Quality and Taste of food in Residential Dining, and
Sanitation and Cleanliness

FALL 2018 VOICE TO VISION SURVEY

Each fall surveys are conducted to gauge the customer experience within our
locations.

HIGHLIGHTS:

Students rated their top 3 favorite cuisines as American, Italian, and Chinese – all of
which we will plan to include throughout the dining venues.
Customers expectations to Pay for Dining off campus is aligned without pricing
on campus.

NEW! CAMPUS
INNOVATIONS

Innovations are essential to staying vigilant within the market, understanding our
customers, and providing a robust dining experience that is unmatched for our
guests. We proudly and boldly strive to create dining experiences that
compliment the innovative atmosphere on the campuses we serve.

RETAIL ENHANCEMENTS FOR 2018 – 2019

Chick-Fil-A Renovation

• Added Milkshakes to the menu
• Updated, modern, look and feel
• Added more items to the breakfast menu

Osprey Smoothies – Now serving Crepes

• Create your own
• Sweet and Savory Crepes

Student Choice – New menu every day

• Home-style menus
• Changing every day
• Hot Vegan/Vegetarian option offered daily

Sushi Do – Ramen Noodles & Teriyaki
Chicken Bowls

• Made in house in front of you!

NEW LOCATIONS FOR 2018 - 2019

Atlantic City Campus

Featuring Grill Items such Featuring salads, paninis
as specialty burgers, and sandwiches
cheesesteaks, and more

Serving Pizza, Calzones, Stromboli's,
Meatballs and more

ATLANTIC CITY CAMPUS

UPCOMING EVENTS

SPRING 2019

DINING EVENTS TEACHING KITCHEN D.I.Y. SERIES LOVE, CHARTWELLS

FARMER’S MARKET: THE PROTEIN FLIP: WAFFLE BAR: TABLESIDE GUACAMOLE OR
We’re enriching campus culture and In this Teaching Kitchen series, This month we will feature a CANDIED APPLES
bringing the local shopping guests will learn how to maximize weekend brunch waffle bar complete This month, we will surprise and
experience with our Farmer’s Market flavor, while minimizing impact on with traditional and not so delight a randomly selected group
event! the environment. Our focus is to traditional toppings. Our guests will of guests with a personalized
teach our guests how to prepare a love rolling out of bed and starting tableside [INSERT YOUR LOVE
BIBIMBAP: “veg-centric” meal which keeps their weekend with a delicious waffle CHARTWELLS SELECTION HERE]
Bibimbap Korean bowls are vegetables at the center of the creation. experience, made by our campus
trending in the culinary world and plate, with bold and balanced Executive Chef.
now in our dining hall too. flavor profiles in place of
traditional meat and sides.

SUPERFOOD LOCAL MARKET HEALTH & WELLNESS SUSTAINABILITY

SUPERFOOD TUESDAY: LOCAL MARKET THURSDAY: FYUL: PROTIEN PACKED FYUL PROGRAM LAUNCH:
This month we will be educating Local Market Thursday is our new As part of our brand new FYUL In September, We’re kicking off
students on the benefits of Citrus weekly program to support our program, a health and wellness our Fueling Your Unique Lifestyle
and incorporating this delicious fruit buying local initiative. We will initiative developed with the help program which will promote
into our weekly recipes each feature at least one recipe each of students, September will focus functional foods on campus in our
Tuesday! week with fresh local items on foods that include resident dining facilities, retail
including produce purchased from carbohydrates and protein that locations, and our grab and go
our local farms, local items from a give muscles the fuel they need to coolers!
favorite bakery, a local delicacy recover after working out. Guests
item, and beverages native to our will enjoy a delicious salmon poke
region! bowl!

13

CATERING HIGHLIGHTS

Grad Toast
December 2018

CATERING HIGHLIGHTS

Open House
Fall 2018

VOLUNTARY MEAL PLANS

Simple Eats at Chartwells!

• New Brochure Design
• Limited Time Offer Promotions
• Digital Marketing Assets

MEAL PLAN HIGHLIGHTS: CONVENIENCE:

EASE OF USE: With locations campus-wide, Faculty
and Staff members will always have a
Plans will be available for purchase via convenience location where they can
credit card, and will be loaded onto utilize the meal plan.
the faculty or staff member’s Aggie ID
card.

VALUE: AFFORDABILITY:

The Dining Dollar portion of the meal Plans are available in a variety of
plan offers a 10% discount on all increments, giving Faculty and Staff
Dining Dollar purchases. Additionally, members affordable options.
each plan above the Silver offers a
free meal at residential dining
facilities or retail Bonus Bucks.

CAMPUS &
COMMUNITY
ENGAGEMENT

Our dining halls are the heart of campus. Whether a freshman or graduate
student, our residential dining program is considered the center of academic life
by providing culinary innovations, hosting fun guest-centered events and
teaching balanced living and culinary skills outside of the classroom.

NEW! INTRODUCING….

We are proud to announce our commitment to sustainable practices
within our community! This fall we are increasing our local and
seasonal purchasing commitment by implementing Local Market
Thursdays in over 280 universities across the nation. We’re supporting
our local economy and lowering our carbon foot print by sourcing
local farm fresh produce and artisan crafted delicacies!

LOCAL MARKET THURSDAYS

Chartwells at Stockton University partnered with
the Stockton Wellness Center and Community
Garden to produce a Fall Farmer’s Market.

For eight weeks, five vendors participated in this market.
All vendors were extremely pleased with the turnout and
students and faculty loved the event. We plan to continue
this farmers market in the fall of 2019.

LOCAL MARKET THURSDAYS

“ Making an Impact on
the Stockton Community
through interactive
events and community
”involvement.

Insert picture of community event pictures that you and your team have
participated in

COMMUNITY OUTREACH

Fall Semester Events

• University Weekend
• Atlantic City Community Food

Tasting
• Farmers Market

Spring Semester Events

• General Mills, One Million Acts of Good, Matter Box
campaign

COMMUNITY OUTREACH

COMMUNITY OUTREACH Partnership with Ellen DeGeneres
and Cheerios
One Million Acts of Good

COMMUNITY OUTREACH Partnership with Ellen DeGeneres
and Cheerios
One Million Acts of Good

RESIDENTIAL
DINING

Our dining halls are the heart of campus. This is where each student
thrives throughout their college career. Whether they are freshman to
graduate students our residential dining program constantly strives for
success by culinary innovations in our menu, boosting morale and
campus engagement by hosting fun guest centered events delight our
students, and programs to teach balanced living and culinary skills
outside of the classroom.

Residential Dining

Friendsgiving

Residential Dining

Superfoods of the Month
Prime Night

SPRING 2019
GOAL SETTING

This year, our goals reflect our growth mindset. Our goals were carefully chosen to
drive outcomes, increase profitability, improve guest satisfaction, expand
communication, and drive value for our clients and guests.

29

SPRING 2019 GOAL SETTING

RESIDENTIAL COMMUTER FACULTY & STAFF
PARTICIPATION MEAL PLAN SALES MEAL PLAN SALES

Our goal is to increase guest Our goal is to increase Our goal is to increase
satisfaction in resident dining commuter meal plan sales by faculty & staff meal plan
sales by 4% over prior year.
by 3% over prior year. 5% over prior year.
Faculty and staff members will be a
Our resident dining facilities act as Voluntary meal plan sales benefit center focus for us as we drive value
a main hub for social interaction on every guest on campus – including to faculty and staff meal plans. This
campus. We plan to increase guest commuter students. We are going semester we plan to increase faculty
satisfaction in our resident dining to show students the value of meal and staff meal plan sales by 4% over
facilities by 3% over prior year. plans and increase voluntary meal prior year.
Check out the resident dining plan sales by 5% over prior year.
section to see how! SURVEY
TECHNOLOGY & PARTICIPATION
RETAIL SALES SOCIAL MEDIA

Our goal is to increase overall Our goal is to increase Our goal is to increase overall
retail sales by 3.5% over social media following by guest satisfaction on our
prior year. survey by 3.5% over prior
8% over prior year. year.
Our retail sales are expanding. We
plan to increase retail sales by 3.5% Our social media networks are ever Each semester we ask our guests to
over prior year through our new expanding. We are developing new give feedback on their dining
limited time offers, snack and innovative ways to communicate to experience to help us identify our
beverage promotions, and new our customers and plan to increase strengths and opportunities for
innovative programming. Check out our social media following by 8% growth. This year we plan to
the retail innovations section for over prior year! increase guest satisfaction on the
more details! survey by 3.5% over prior year.
30

DIGITAL
STRATEGY

Every story has a purpose. Our digital strategy is tapping into the world’s most
diverse focus group and utilizing it’s power to communicate with our customers.
We build relationships with our guests by identifying opportunities for
engagement, sharing moments, starting conversations, and adding value to the
dining experience.

SOCIAL MEDIA

Social Media is an important part of…

Current Social
Media Platforms

950 @aggiedining

Followers

426

Followers

475

Followers

PLATFORM EXPANSION

• The addition of videos, including live cooking clips
will be developed and shared via social media

HIGHLIGHTS: Provides an opportunity to give
information to customers in a new
Reaching students in a way format through social media
that they prefer

STUDENT & FACULTY OUTREACH INITIATIVES

INITIATIVES WHO TIMING

Table Touches Amanda Spangler – Spring Semester
Conduct Focus Groups Marketing Manager 2019
Meet & Greet
Amanda Spangler – Spring Semester
Marketing Manager 2019

Brian Valois – Executive Spring Semester
Chef 2019

CUSTOMER SATISFACTION & ENGAGEMENT

Text 2 Chat 856-238-5755

• Text2chat is an easy to use, text-based feedback
tool that allows students to have direct
communication with managers onsite, without
managers needing to give out personal contact
information

• Text2chat allows managers to immediately
respond by email and/or text to guests’ needs.
This program allows guests to share their
questions, concerns, and comments with Dining
Hall staff and receive responses from a manager
in real time

A NEW PRIMARY RESEARCH APPROACH

The Foodie Feedback survey is a continuous feedback component of the new primary insights
approach.
Our primary insights objectives are:
• To obtain primary insights that help us make great decisions to delight our guests and clients.
• Obtain both qualitative (focus groups, comments, open ended responses) and quantitative (rating
on scale of 1-5) data to accurately measure and constantly improve our consumer experience.

The Foodie Feedback survey is designed to obtain year round insight for each of our campus locations
that are both quantitative (rating on a scale of 1-5) and qualitative (comments) that is simple and
quick for our guests to complete.
By answering three simple questions, our guests can tell us how we are doing and provide feedback
on opportunities for improvement.

MYSTERY SHOPPER

1. This program will rollout in 2019-

2020

2. This will give Chartwells an

opportunity to have an on-going
gauge of customer experience with
further detail than the Good or Not
program

Sample Topics Include the Following:

ASSOCIATES APPEARANCE AND FRIENDLINESS
FOOD TASTE AND APPEARANCE
SPEED AND ACCURACY OF SERVICE
CLEANLINESS
KNOWLEDGE OF PRODUCTS

RETAIL
STRATEGY

Our retail strategy is designed to drive growth for our clients and our business. Our
focus is to push the envelope by increasing retail sales with innovative limited
time offers, bottled beverage initiatives, appetizing snack selections, and creating
value for each customer at a price point that both supports our goals and brings
satisfaction to our guests.

LOVE, CHARTWELLS

The Love,Chartwells campaign is our gift
to each campus, because we believe
small intentional acts of kindness go a
long way in creating a culture where
everyone feels valued, appreciated, and
welcome to sit at our tables.

A SURPRISE & DELIGHT CAMPAIGN

The Love, Chartwells campaign was developed to Our dining team will then take the opportunity to show
surprise and delight our guests through intentional gratitude to our guests by offering a personalized
acts of kindness. The program is designed to touch experience with our campus culinary talent or by going the
every area of our business; from residential dining, to extra mile to provide a free treat – just because. The Love,
retail, and catering operations. Each month, we will Chartwells campaign is our gift to each campus, because we
execute two Love ,Chartwells activities to let our believe small intentional acts of kindness go a long way in
guests know just how much we appreciate them. We creating a culture where everyone feels valued, appreciated,
start by randomly selecting a group of guests in our and welcome to sit at our tables. The next few pages will
dining halls, or choosing a busy area on campus that describe specifically all the ways you can expect to see the
could use a surprise. Love,Chartwells campaign on campus!

RESIDENTIAL ACROSS CAMPUS MEET THEM WHERE
DINING THEY ARE
Look for us in busy
We will be surprising thoroughfares or dropping The goal is to meet
guests randomly within goodies around campus for students where they are,
our dining halls to provide students to find. remind them that we care,
a chef-created tableside and to give them a special
treat! and memorable experience.

NEW! INTRODUCING….

FYUL: A FUNCTIONAL WELLNESS PROGRAM

This ground breaking health initiative is

centered on providing “functional foods” that
not only taste great, but deliver amazing health
benefits, too!

FYUL, is a wellness program developed by students, for including; immunity boost, healthy skin, clean eats, earth
students! This ground breaking initiative is centered on friendliness, sustained energy, recovery, protein packed
providing “functional foods” that not only taste great, eats, and more! FYUL will be found across campus in a variety
but deliver amazing health benefits, too! Through of settings. From additions to our resident dining program, to
analysis of our dining trends, we’ve found many limited time offers in our retail settings, and even functional
customers asking for tasty recipes that fuel their snack-age in our grab and go coolers – guests will surely have
personal health and wellness goals. We were happy to access to foods with benefits all semester long.
rise to the occasion with ground breaking recipes for
our guests to enjoy! Under the FYUL program, guests
will enjoy a variety of functional foods developed
around main sustainability and wellness topics

Consumers are gravitating towards
products with embedded health benefits
that are well designed, desirable,
accessible, fun, tasty and interesting.

Introducing FYUL!

A wellness program built to fuel your unique lifestyle.

Consumers everywhere are focused on wellness and sustainability
throughout their lives but especially with their food choices. FYUL (Fueling Your
Unique Lifestyle) is a campaign focused on making it easy for customers to find
foods with embedded health benefits, otherwise known as functional foods, that
are important to their personal lifestyle.

Where FYUL will be featured…

FYUL will be represented in multiple areas throughout our dining program
including;

• Residential Dining
• Retail Dining
• Grab & Go
• Snacking

Brands are successfully promoting the
lifestyle, feelings, and individual
moments associated with food and
drink.

RETAIL September October
Matcha Mango Smoothie Blueberry Green Tea Fresca
August
Golden Almond Milk Latte

November December
Spiced Chicken and Maple Hill Smoothie
Lentil Hummus Bowl

41

SNACKING

These bundles will be offered in c-store/Market locations and prime
impulse areas, and will be communicated in the following ways:

August September October

November December

42

GRAB & GO

These bundles will be offered in our grab & go coolers and prime
impulse areas:

August September October

Almond Coconut Overnight Kale and Quinoa Salad with Pumpkin Spice Vegan Almond
Oats Red Grapes Bar

November December
Watercress, Red Cabbage and Curried Sweet Potato Hummus
Edamame with Cilantro Lime
Vinaigrette

RESIDENTIAL DINING

August September October
Farro with Pickled Carrots Salmon Poke Bowl
and Egg Sweet Potato Waffles with
Spicy Maple

November December
Furikake Salmon Bowl Breakfast Porridge (made

with Black Barley with Coconut Milk)

SUSTAINABILITY

Menus of Change

Formed in 2012 as a partnership with The Culinary
Institute of America and the Harvard School of Public
Health.

Our Commitment:
• Focus on engineering our menus to create a more

sustainable food supply.
• We will promote and commit to unique menus that

emphasize less beef, more produce and whole grains
and conscious menuing.

Waste Not

To track, measure and reduce food waste. It focuses
on three key categories:
• Production Waste
• Over Production
• Unused/Out-of-Date Inventory

Recycling Recycling Efforts

To track and measure food waste at the unit level.

Our Commitment:

• Provide recyclable and compostable disposables to
minimize the impact our disposable products have on
the environment.

• To consider source and biodegradability when
choosing disposable products.

• We offer biodegradable consumer food packaging,
plates and utensils made from compostable materials
such as bamboo and corn.

HEALTH & WELLNESS

AllerTrain

All managers and supervisors trained and certified by AllerTrain. Erin Adasczik, Director of
Residential Dining is our Allergen Champion.

Avoiding Gluten

Students diagnosed with Celiac Disease or are gluten intolerant will be accommodated at our
dining facilities. Packaged gluten-free options from Udi’s, a nationally recognized Gluten-free
brand, are available at dining locations.

Balanced U

Balance U is an innovative and educational program is dedicated to providing a fun outlet for
students and faculty to learn about healthy lifestyle options.

Ask the Dietitian

We frequently partner with the Stockton University Dietitian, Kim Raring, on events such as the
Farmers Market, Taste of Mindfulness, as well as promotional materials.


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