Go Forward Plan

COVID-19

Go Forward Plan Aramark Leisure Hospitality June 2020

June 1, 2020

Dear Friends and Partners, The well-being, health, and safety of you and our visitors and guests remains Aramark’s top priority.

We are doing everything we can to keep our employees and communities safe while we continue to work toward the opportunity to reopen the many iconic places in which we serve.

This has been the most challenging time we have ever experienced and the COVID-19 pandemic has especially impacted the hospitality industry. The hotel industry is facing an unprecedented drop in occupancy due to COVID-19, which means the industry is estimated to lose $740 billion of total business sales and millions of direct hospitality-related operations jobs.

The (almost) nationwide move to temporarily close recreational venues has left Americans craving

Bruce Fears President, Aramark Leisure

activities where they can socialize and be entertained. Surveys are indicating that people are most excited to get back to interacting with family, friends, and colleagues, whether at restaurants, meeting venues, or outdoor destinations.

We know hospitality and social interaction remain important and it’s our goal to ensure we’re providing the highest level sanitation and safety protocols when locations do reopen and visitors access our various operations. Aramark and our leadership team are also working diligently with federal and state officials to ensure the protection of our industry, our clients, and employees under the CARES Act and are taking steps to impact future legislation.

The next few pages outline a path forward to a resilient re-entry supported by federal and local health recommendations and our team of industry experts. Please reach out to me directly with any concerns or if our management team can support your business in any way.

Warm regards,

Bruce Fears President Aramark Leisure Fears-Bruce@aramark.com 2

Overview As we await the return of travel, meeting engagements, and normal workplace procedures, we have an opportunity and a duty to research, reflect on, and adjust our operating procedures to best serve guests in the post-COVID-19 world.

In this document, we will share some of the most pertinent information regarding the state of the industry, consumer sentiment, and changes in operational practices and standards.

Please be assured that as your trusted partner, we will do more than adjust base operations in this new environment. We have an opportunity to fill shifted consumer needs by offering new and expanded services. This is a time for innovative change, an opportunity to move forward together with enthusiasm. We look forward to collaborating with you to build plans that meet your unique needs.

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Consumer and Visitor Insights

Consumer Perception With 64% of consumers reporting that they are “excited to return to the office” and 56% feeling they are more productive in the office, it is clear that a yearning for an industry-wide return to normalcy in the workplace is widely felt. Many Americans have stated that they will proceed with caution on certain activities once the workforce is eased back into the office. This will include interest in exploring parks and outdoor recreation. Scientific studies show that time outside in nature, especially among trees, significantly reduces stress and anxiety; lowers blood pressure; improves mood, energy, and sleep; and boosts the immune system.

Imagine it’s your first week back at work. Which of

When COVID-19 starts to improve and social distancing

the following statements will be true?

is eased, how will you feel about...

Not

True

Comfortable

I would be excited to get back to the office/classroom (outside my house)

64%

Attending social events, celebrations, etc., with friends or family

46%

I would pack a lunch from home (to take to work/school) more than I did before

57%

Shopping for fun (non-essential items)

49%

I would have absolutely no concerns socializing with coworkers/classmates

52%

Visiting public places (parks, museums, zoos, etc.)

48%

I would have absolutely no concerns about sitting down to dine at a restaurant

48%

Staying at hotels, Airbnb/Vrbo, etc.

55%

I would have absolutely no concerns about working/studying in a coffee shop

44%

Eating inside restaurant dining areas

52%

I’ve been more productive working/taking classes from home

44%

Shopping during crowded times

63%

I would have absolutely no concerns about traveling by plane

41%

Taking planes/air travel

64%

I hope I get to work/take classes from home (remotely) forever

41%

Going to bars, nightclubs, etc.

69%

I would have absolutely no concerns about going to a crowded restaurant

39%

Attending events with large crowds (concerts, sporting events, etc.)

70%

I would have absolutely no concerns about commuting by bus/train

32%

Taking mass transit (buses, trains, etc.)

71%

Source: All data from dataessential.com/coronavirus

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Changing Behaviors Consumers are more hypersensitive to sanitation than ever before. While many bars and restaurants still provide delivery and takeout service, the public is most leery about touching things others have touched and being near other people, causing many to sanitize and scrutinize when they receive their orders and products. Even when COVID-19 restrictions lift, people will likely maintain the behaviors they adapted to during this time, such as eating food at home or grocery shopping online. Cleanliness and food safety must remain a top priority for our operators and we will adjust our service approach to support this (e.g., avoiding self-serve stations).

When COVID-19 starts to improve and social distancing is eased, will you‌

In restaurants and public settings, consumers are careful and concerned about touching shared objects—countertops, napkin dispensers, chairs, cash, and countless other surfaces that they

Probably Continue Wash my hands more than I would have before coronavirus

77%

Disinfect shopping cars/baskets at stores

68%

Carry hand sanitizer with me wherever I go

66%

Maintain my distance from others in public

64%

Avoid open/multiperson foods (buffets, salad bars, etc.)

52%

Order for delivery or takeout (instead of eating at the restaurant)

50%

Disinfect takeout/delivery packaging and any surfaces I eat on

49%

Use my own dishes to eat takeout/delivered food

47%

Shop for food online (groceries, restaurant delivery, etc.)

41%

Avoid raw foods if ordering from restaurants

41%

may feel are almost unavoidable.

38% 28%

15%

9%

Touching things others have touched

Being near other people

Staff preparing/ handling food

Being served from large containers

7%

Interacting with restaurant staff

Source: All data from dataessential.com/coronavirus

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New Procedures Guests clearly communicated the concerns that will impact our operational procedures upon returning to dining environments, attending meetings at conference centers, vacationing at parks, and visiting attractions. Cleanliness will maintain a top priority. Recognizing this, our goal is to maintain optimal sanitation standards while finding solutions to guests’ dining needs, such as partnering with local restaurants, optimizing convenience retailing solutions, hosting on-site farmers markets, and other innovations to create a sense of normalcy for the future.

If dining rooms reopen, what can restaurants do to make you feel safe?

Considerations when selecting a restaurant Absolutely Required

43%

Regularly/visibly wiping down tables, kiosks, other things people touch

71%

Nearby

30%

More food covers/sneeze guards/enclosed cold cases, etc

57%

Value

28%

Providing disinfectant wipes for me to use

54%

Employees visibly wearing food safety apparel (masks, gloves, hairnets)

54%

Great taste

27%

Visible food safety inspection results

53%

Locally/Independently-owned

22%

More space in between tables/no communal seating

50%

Good service/staff

20%

No open containers of food

46%

Healthy

19%

If restaurants made it so you don’t have to touch door handles

38%

Speed

12%

Enabling mobile ordering for contactless payment

38%

Variety

11%

Serving everything individually wrapped

33%

Source: All data from dataessential.com/coronavirus

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Clean and Sanitary

Supporting restaurants that need help

28%

Food Service Response Trends Nearly half of all food service locations are paring down their menus to feature best sellers and what travels best.

Most have acted quickly to update food safety protocols and close dine-in service. We will partner with you to leverage new types of service, including contactless payment, online ordering, and convenient pickup.

Have you implemented any other operational changes specifically in response to COVID-19?

Have you made any changes to your menu in response to COVID-19?

Narrowed/limited your menu offerings (fewer menu choices)

43%

Added price discounts/coupons/meal deals

17%

Closed off seating/stopped dine-in service

71%

Reduced hours of operation

55%

Updated food safety procedures Added large/family-size/bulk size options (full trays of dishes, etc.)

12%

Added more “comfort food” type menu items

11%

(wearing/changing gloves, scheduled cleaning/deep cleans, etc.)

Added curbside pickup (staff delivers order to customer’s cars) Contacted customers directly (via website, email, social media, etc.) about

Added refrigerated or frozen “take and bake/ heat” items

10%

Added full meal bundles (comes with appetizer, entrée, sides, dessert)

9%

policies/updates Began offering contactless (no touch) delivery Shuffled/repurposed staff to help in other areas

Added more “healthy/better-for-you” type menu items

6%

Added more “indulgence/treat yourself” type menu items

6%

Added multi-day meal options (12 individual-sized servings of a dish), etc.

4%

None – we have not made any menu changes because of coronavirus

(servers/bartenders handling delivery, etc.)

54%

41%

27%

26%

24%

Added new online ordering and/or pre-pay functionality

14%

Signed on to new third-party delivery services (Grubhub, Uber Eats, etc.)

12%

Begun offering paid sick leave to staff

12%

None - we have not made any operational changes because of coronavirus

8%

34%

Source: All data from dataessential.com/coronavirus

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Confidence in Consumer Travel Business travel will likely rebound first, followed by leisure and group travel. Recovery will not be homogeneous.

Different parts of the world will be on different timelines. Domestic travel is likely to recover faster than international travel.

SHARE OF GLOBAL AIR TRAVEL IN 2019 Return to air travel will likely be in stages. We assume domestic markets open in Q3 but international slower to open.

Passengers

RPKs

Domestic , 33%

International, 42% Domestic , 58%

International , 67%

Revenue Passenger Miles (RPK) is an airline industry metric that

This relates to all traveling passengers.

shows the number of kilometers traveled by paying passengers.

Source: IATA Economics using data from IATA Statistics

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RESTORING PASSENGER CONFIDENCE WILL BE CRUCIAL. 40% of passengers say they will wait six months or more before traveling.

The chart below shows the returning to travel impact after the containment announcement.

50% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0%

45%

47%

28% 23%

22% 14%

7%

8%

3%

Not wait at all

Wait a month or two

Wait six months or so

February Survey

Wait a year or so

4%

Not travel for the foreseeable future

April Survey

Source: IATA Survey, Conducted in 11 countries (Australia, Canada, Chile, France, Germany, India, Japan, Singapore, United Arab Emirates, United Kingdom, Unites States at the beginning of April . Numbers are rounded.

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Consumers Will Test the Waters Even when given the okay, Americans will need to ease back into their normal activities. Larger crowds and situations where people are tightly packed together will make social distancing difficult and cause greater angst.

Outdoor activities or places that allow people to keep some distance, such as dine-in restaurants, zoos, and hotels will offer consumers an opportunity to get used to being around others again.

Today, consumers predict they will err on the side of caution. In a month or two, it may be a different story. Once a sense of normalcy kicks in from going to work or attending family functions, their comfort curves may ease up for what are now considered very risky situations.

Very

Somewhat

Not

Comfortable

Comfortable

Comfortable

Attending social events, celebrations, etc. with friends or family

16%

38%

46%

Shopping for fun (nonessential items)

16%

36%

49%

Visiting public places (parks, museums, zoos, etc.)

15%

37%

48%

Staying at hotels, Airbnb/vrbo, etc

15%

31%

55%

Eating inside restaurant dining areas

13%

35%

52%

Shopping during crowded times

10%

27%

63%

Taking planes/air travel

10%

27%

64%

Going to bars, nightclubs, etc.

9%

22%

69%

Attending events with large crowds (concerts, sporting events, etc.)

9%

22%

70%

Taking mass transit (buses, trains, etc.)

9%

20%

71%

71%

Over

of consumers say that once dining areas reopen, regularly and visibly wiping tables, kiosks and other high-touch items is absolutely required

50%

of consumers say food covers, sneeze guards, disinfectant wipes, and employees wearing food safety apparel will be absolutely required after dining areas reopen

Source: Datassential, COVID-19 Report #7: Pent-Up Demand

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Actions Speak Louder Than Words As restaurant dining rooms reopen, consumers will come back, but they will want some reassurance. Sanitation and social distancing are key, but don’t just talk about it, demonstrate it. Consumers need to see everything from frequent cleaning of high-touch areas and employees in safety apparel to making sure food is covered for protection.

The good news? Most of this should be business as usual, pandemic or not. Extra precautionary measures, such as serving all items individually wrapped or providing contactless ordering and payment, fall lower on the importance scale, yet may provide operators with an opportunity to offer extra reassurance as customers rebuild their comfort with dining in.

Absolutely

Helpful, But

Not That

Required

Not Required

Important

Regularly/visibly wiping down tables, kiosks, other things people touch

71%

21%

9%

More food covers/sneeze guards/enclosed cold cases, etc.

57%

32%

11%

Providing disinfectant wipes for me to use

54%

35%

11%

Employees visibly wearing food safety apparel (masks, gloves, hairnets)

54%

33%

13%

Visible food safety inspection results

53%

34%

13%

More space in between tables/no communal seating

50%

38%

12%

No open containers of food

46%

38%

17%

If restaurants made it so you don’t have to touch door handles

38%

48%

14%

Enabling mobile ordering for contactless payment

38%

42%

20%

Serving everything individually wrapped

33%

43%

24%

64%

of people will continue maintaining

2/3

of Americans will continue to be

57%

of consumers would like to see

distance from others when situation

vigilant when it comes to disinfecting

regularly/visibly wiping down tables,

improves and social distancing

and keeping their distance, even

kiosks, and other surfaces people

recommendations are eased

when the COVID-19 pandemic wanes

touch after returning to work

Source: Datassential, COVID-19 Report #7: Pent-Up Demand

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How COVID-19 Has Changed Food Service The novel coronavirus—COVID-19—and the economic shutdowns enacted to slow its spread have forced essential businesses to examine ways they can adapt food service, group travel, retail, and vacation experiences. Meeting venues and outdoor destinations have been forced to take a look at what lasting changes this crisis will bring and the necessary service procedures to adopt.

Here are five ways food and beverage practices have been impacted by the pandemic: - Avoid Bulk 60% of respondents indicated they would prefer portions of food in individual containers.

These are the 10 foods people are craving: Pizza 63% Burgers and Sandwiches 51%

- Consider Your Menu Understand what consumers are looking for when they choose to get food from restaurants in the current environment.

Meat Entrées 50% Pasta and Noodle Dishes 44%

- Food Prep: Cooked Foods vs. Cold-Prepared Foods 62% of consumers believe that cooking food kills COVID-19.

- Contactless Delivery and Service Consumers may continue to look for ways to enjoy their favorite foods

Sides 41% Mexican Dishes 40% Soups and Chili 37% Asian Dishes 34%

while minimizing the risk of exposure.

Salads 32%

- At-Home Options 35% of consumers say that meal kits are not risky in relation to COVID-19.

Desserts and Sweets 29%

Source: Datassential, COVID-19 Report #3: Into the Home

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Lodging Response Trends The increased health and safety requirements presented by COVID-19 have precipitated a strong focus on enhanced cleaning practices, safe social interactions, and new workplace protocols. These initiatives change lodging norms, behaviors, and standards to ensure both guests and employees are confident in the cleanliness and safety of the facility as travel resumes.

The guest journey will look different to ensure a safe and rewarding experience. Overall, a more scientific approach is being taken toward cleanliness, disinfection, and overall wellness.

Contactless Operations: Wherever possible, operations

Rigorous Cleaning: Increased frequency of cleaning

are leveraging technology or new processes to minimize

public areas, meeting spaces, and back-of-house

contact.

spaces. Implementation of enhanced cleaning

- Offering increased virtual payment options and

procedures including hand sanitation stations and increased disinfecting in high-touch areas.

mobile card readers - Installed Plexiglas shields at payment centers

Guest Stations: Accessibility to disinfecting wipes and

Social Distancing Practices: Monitoring and following

hand sanitizer stations at primary entrances and key

all current recommended guidelines.

high-traffic areas.

- Organized and clearly marked lanes in lobby and gift shops to comply with social distancing recommendations - Monitored capacity in public areas - Reduced seating allowances where applicable

Staff: Thoroughly trained and knowledgeable on new policies and procedures. Employees wear high-quality, reusable masks for everyone’s safety.

- Increased takeout meal offers

Source: hospitalitynet, COVID-19 Resource: Global brands & Associations introducing Standards - Updated Source: Lake Powell Resorts & Marinas, Socially Distant, but Close to Nature

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Looking Forward

Strategic Work Groups We are confident in our ability to build upon our already stringent food safety and sanitation standards and are diligently working behind the scenes to ensure readiness and heightened safety as our properties reopen. Our priority will continue to be creating a welcoming environment for our guests. As more information becomes available, our on-site teams will share material most closely related to the success of your location.

Reopening Plan

Operational Excellence

Retail and Catering

Service Style Changes

Purchasing

Operations Standards

Cleaning and Overt Sanitation Menu Strategy

Production

Innovation and Technology Solutions

Management and

Contactless

Process

Experiences

People

Innovation and Technology

Think Tank

Employee

Industry and

Cross-Functional

Communication

Trend Research

Safety and Training

Frictionless and Contactless Experiences

Recall Process

Online Ordering

Hourly Recruiting

Automation

Labor Relations

Packaging

Executive Team to Brainstorm Solutions to Potential Challenges and the New Normal with Stakeholders

Labor Tracking Guest Communication

and Return-to-Work

E-Commerce

Modeling Scaled Ramp-up

Training Plans

Menu and Concept Planning Sustainability

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Responding to COVID-19 As we continue to monitor COVID-19, we are taking steps to help protect the health and well-being of our teams, clients, and guests with increased safety measures and operational changes. We are doing all we can to help navigate these uncertain times. Additionally, we’re continually updating our websites with best practices and operational changes to ensure consumers are safe when they return to our restaurants, meeting venues, and outdoor destinations. At a minimum, this is what you can expect: Overall safety, cleanliness, and hygiene - Comprehensive training including food safety, COVID-19, PPE and workplace safety, and service excellence - Deep cleaning and sanitizing throughout the front and back of house

- Social distancing of employees and guests (including communication reminders such as signage and floor decals) - Unless local/state mandates dictate otherwise, at a minimum, reduced seating to promote social distancing practices

- Masks and gloves for all associates

- Use of refillable mugs, cups, and other containers will be suspended

- All associates will wash their hands every 15 minutes

- Mobile ordering and contactless payment/pickup/delivery evaluated

- High-touch area cleaning (doorknobs, push bars, and adjacent areas around entrances and exits, countertops, handrails) - All serving utensils replaced every 20 minutes

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Reduced person-to-person contact

for implementation on a case-by-case basis

Reduction of contamination points - Elimination/conversion of self-serve stations (including salad bars, market bars, hot and cold beverages, soups, etc.) to

Environmental Impact

served stations, individual pre-made selections, packaged

We understand that with a major shift in operations,

items, etc.

comes a major shift in environmental programming.

- Adjustment of catering service styles to feature single-serve options and boxed meals - All food will be served on disposable ware - Conversion of high-touch items (salt and pepper shakers, condiments, etc.) to single-serve packets - Outside guest restaurants temporarily suspended

Aramark has made an effort to identify all significant changes that must happen in order to keep our employees, partners, and guests safe. Each one of these changes has an impact on the environment and the programs that we’ve worked hard to develop and deliver results. The most significant impacts are in the areas of: - Chemical usage: Changes in chemicals, as well as an increase in cleaning chemical usage, will cause an increase in chemical waste, solid waste (packaging) and rag waste/cleaning.

- Solid waste generation: There will inevitably be an increase in the use of disposable serve-ware as food operations move forward. Sites will make sure they utilize the right materials and work with their waste haulers to ensure the maximum landfill diversion possible.

- Bottled water sales: The decommissioning of visitor-facing bottle filling options (carafes, Elkay fillers, fountains) will force the reintroduction of one-use bottled water in our operations. We will work to message capture/recycle every unit.

Aramark has developed policies, guidance, alternative products and employee training that will minimize the impact in these areas as we navigate this new normal.

We will partner to innovate wherever we can to reduce all impacts as time goes on.

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Next Steps We have all been facing unprecedented times during the COVID-19 pandemic, and in the coming weeks and months we will continue to prepare for and manage an uncertain future. Successfully reopening businesses and communities will require relevant insights, a methodical yet agile approach, and sustainable processes as we all transition to living in the “new normal.�

- At Aramark, we are poised to mobilize and implement the necessary solutions to help organizations reopen safely and efficiently.

- Our dedicated Global Safety and Risk Management team maintains focus on the safety and well-being of our employees, clients, and customers in every market we serve, closely following CDC and client-specific guidelines.

- To assess the long-term impact of COVID-19 on consumer insights, preferences, and behavior as it relates to our business, we are currently conducting a survey with Aramark’s consumer panel. When compiled, we will share the survey results with you and collaborate on appropriate actions to address our findings.

- And we will consistently be gathering industry information through research and surveys in the weeks ahead, to ensure continual learning and improvement as we navigate through our new reality.

We hope you find this information helpful. Rest assured that we will remain steadfastly dedicated to developing programs, procedures, and plans to best serve you and our customers. An unparalleled experience for your guests is always our top priority.

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Thank You