Insider Magazine | February 2020

INSIDER SOUTH CAROLINA RESTAURANT AND LODGING ASSOCIATION

FEBRUARY 2020

IMPROVE YOUR HOTEL'S FIRST IMPRESSION 5 smart, easy-to-implement strategies

STARS OF THE INDUSTRY GALA PAGE 18 ©2020 South Carolina Restaurant and Lodging Association. All rights reserved. Reproduction or quotation in whole or part without written permission is forbidden. While this newsletter is designed to provide accurate and authoritative information, the Association is not engaged in rendering legal or accounting services. If legal advice or other expert assistance is required, the services of a competent professional should be sought.

SCRLA MEMBERSHIP BENEFITS With the South Carolina Restaurant and Lodging Association’s statewide buying power, you can save considerable dollars with our member programs. Learn more about membership at scrla.org or call 803.765-9000.

The SCRLA proudly hosts Restaurant Week SC each January. In addition, many of our local chapters host a separate Restaurant Week during another time of the year. Call 803.765.9000 for more information.

UnitedHealthcare delivers cost-effective solutions that meet the unique needs of restaurant owners and their valued customers. Restaurant members will receive special pricing on insurance products offered by UHC, including a 5% discount on group health plans. Visit restauranthealthcare.org or call 877.624.0495.

ServSafe delivers nationally recognized and accredited high-quality foodservice sanitation and alcohol training for managers and employees.

SCRLA members receive 15% discount on textbooks, online courses and exams.

Call (803) 765-9000 or visit ServSafeCertified.com.

Members can sign up the national manufacturer rebate program with over 350 manufacturers on 165,000 line items. Sign up to receive quarterly rebate checks on purchases – without changing the way you buy – on food, paper supplies, produce, meat, seafood and more.

Visit scrla.org/dining_alliance to sign up.

Association members receive local, personalized service along with Heartland’s exclusive simplified, value-added pricing for credit/debit card processing. Call 866.941.1477 or visit HeartlandPaymentSystems.com

Members receive a 10% discount on BMI licensing fees and can save another 10% on BMI fees when you pay on time.

Call 888.689.5264 or visit BMI.com.

Smith Travel Research offers members a discount of up to 31% on various customizable regional reports and industry profiles, including the STAR Report. Call 615.824.8664.

The leading Purchasing Services Organization (PSO) that provides innovative procurementbased solutions, supply chain management options, and strategic supply chain management services to all lodging operations of all sizes.

Gain local chapter membership in Beaufort, Charleston, Clemson, Columbia, Florence, Greenville, Hilton Head Island Area, L.U.C.C.Y. (Lancaster, Union, Chester, Chesterfield and York), Myrtle Beach and Spartanburg.

Fintech’s alcohol electronic payment system allows retailers to easily pay alcohol distribu-tors.

Members get a FREE 30-Day Trial and 50% discounted pricing. Call 800-572-0854.

We know that part of running a restaurant or hotel means navigating red tape and regulations and dealing with difficult employee issues, that’s why SCRLA provides members with 15 minutes of free consulting with labor and employment law attorneys licensed in South Carolina.

Restaurant members automatically become members of the National Restaurant Association. The SCRLA is also a partner state member of the American Hotel & Lodging Association and Asian American Hotel Owners Association.

The SCRLA’s government affairs team aggressively promotes public policy options through direct lobbying and grassroots coordination, to benefit the hospitality and tourism at the local, state and national levels.

Table of Contents 4 | Message from SCRLA President & CEO 6 | Latest SCRLA News 7 | South Carolina Department of Revenue FAQ 9 | U.S. Hotel Profit Growth 11 | South Carolina Named 6th-Fastest-Growing State 12 | Plant-based Protein is Here to Stay 13 | 2020 South Carolina Chef Ambassadors 14 | Next Generation Hotel Franchisees 16 COVER | Improving Your Hotel's First Impression 18 | 67th Annual Stars of the Industry Awards Gala 22 | Attorney General's Human Trafficking Report for 2019 24 | The Indigo Road Ventures into Hotel Management 30 | Calendar of Events

Providing ServSafe Food Safety and Alcohol training across South Carolina Food safety and responsible alcohol service is important. Protect your guests, employees and business with ServSafe Food Safety and ServSafe Alcohol certifications.

February Classes: Greenville/Spartanburg ServSafe Manager February 4 Charleston ServSafe Manager February 6 Columbia ServSafe Manager February 11 Myrtle Beach ServSafe Manager February 18 Charleston ServSafe Manager February 19 Hilton Head/Bluffton/Beaufort ServSafe Manager February 20 Columbia ServSafe Manager February 25 Greenville/Spartanburg ServSafe Manager February 26 SCRLA members receive a 20% discount using the code SERV2.

Visit AtlanticFoodSafety.com or call 843.573.7935 to sign up for classes in your area.

Read about the U.S. Trade Representative's proposed tariffs on Page 5.

South Carolina Restaurant & Lodging Association PO Box 7577 • Columbia, SC 29202 803.765.9000 • Fax 803.252.7136 Email info@scrla.org www.SCRLA.org

Message from SCRLA President & CEO The ball dropped in Times Square as fireworks lit up the sky marking the celebration of the beginning of this New Year of anticipated prosperity, health and happiness. They also signaled the start of what from every standpoint should be a terrific year for our industry, our members and our Association!

We’re already solidly on track to achieve that goal. For example, a record 276 restaurants participated in Restaurant Week statewide and, for the second consecutive year, there were more than two million pageviews.

SCRLA Executive Committee Chairman Bobby Williams Lizard’s Thicket

Vice Chairman Michael Frits Doubletree Resort by Hilton Myrtle Beach Oceanfront

Treasurer Sam Agee Gateway Hospitality

Immediate Past Chair Bob Barenberg Hilton Hotel Corporation

Members Bill Ellen, Experience Columbia SC

Keynoted by Lieutenant Governor Pamela Evette, the Stars of the Industry Gala was held as a dinner for the first time.

The unanimously positive feedback has led us to plan to have it as a dinner again next year.

Our booth at the annual Hotel Motel Restaurant Supply Show of the Southeast welcomed a huge number of visitors and resulted in a greater than usual increase in new members.

Our advocacy-related activities so far this year have included: • • • •

Athan Fokas, Old Towne Grill Chuck Lauer, Embassy Suites N. Charleston Sean McLaughlin, Forest Lake Club RP Rama, Sarona Holdings (AAHOA Liaison)

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AH&LA Board Liaison

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John Munro, Sea Pines Resort, Hilton Head Island

NRA Board Liaison Carl Sobocinski, Table 301, Greenville

The momentum established last month is serving as a catalyst as we look ahead to other upcoming events, such as: • • •

Association Staff John Durst, President and CEO Douglas OFlaherty, Vice President Susan Walters, Director of Meetings and Events Lenza Jolley, Communications Manager Christal Van Wickler, Bookkeeper/Education Coordinator

attending the House Ways & Means Subcommittee Hearing to support PRT’s Budget Request testifying before the Senate Agriculture Subcommittee in favor of a bill to ban offshore testing and drilling fighting legislation proposing earlier school starts receiving agreement from Senator Harpootlian and Representative Rutherford to meet with Midlands Tech College (MTC) officials to explore the possibility of MTC offering a culinary skills class in its curriculum; discussed this again with top MTC officials and briefed the Columbia Chamber Board as a member of The State’s Community Advisory Committee, reviewed key industry issues with newspaper’s leadership further building grassroots program throughout the state

• • •

February 10 – Annual Meeting, Doubletree by Hilton, 2-4 pm, Columbia February 17-19 – Governor’s Conference on Travel and Tourism, Marriott Resort Grand Dunes, Myrtle Beach March 9-10 – ProStart Invitational Competition, Embassy Suites Golf Resort, Greenville April 1 – Hospitality Day at the State House April 20 – Hospitality Leaders Golf Tournament, Dataw Island Golf Club July 13-14 – Second Annual Marketing and Operations Conference, Kiawah Island

Please plan to participate in as many of these as you can. By doing so, you will maximize your return-on-investment while further enabling us to fulfill our mission to provide superior value and effective communication by being the voice of the foodservice and lodging industry in government and public relations, offering educational programs and operational benefits, and creating opportunities for member involvement.

Sincerely,

Randi Sullivan, Membership and Business Development Nichole Livengood, Upstate Membership Director

John Durst President and CEO

Tariffs 'as dangerous as a hurricane' The Trump Administration is currently proposing tariffs of up to 100% on wine from the European Union (EU), French sparkling wine and champagne, as well as olive oil, cheeses, and other products from the EU. These tariffs may take effect as soon as this month. If enacted, the tariffs would have a significant impact on restaurants and the products we import, profoundly affecting our supply chains and operations.

These tariffs are in response to disputes with the EU over large civil aircraft and French digital services taxes that are completely unrelated to the food and beverage industries. If the tariffs go into effect, thousands of restaurants and every part of our supply chain associated with these products will be severely impacted.

Congressman Joe Cunningham met with Lowcountry wine professionals in January to discuss the Trump adminstration's tariff proposal, and vowed in no uncertain terms that he would support their opposition to the Trump administration’s latest round of tariffs on European wines.

“We’re going to continue to take this fight to Washington, D.C.,” he said, addressing dozens of hospitality professionals gathered at goat.sheep.cow North in downtown Charleston.

Members of the Charleston food and beverage business are bracing for the worst. “This is as dangerous as a hurricane,” Trudi Wagner, co-owner of goat.sheep.cow North. Wagner’s cafe was packed to near standing-room-only conditions with approximately 100 Charleston restaurateurs, wine importers, merchants and others who had shown up for the congressman’s appearance.

If the tariffs take affect, “in one fell swoop, it could wipe us out,” said Wagner.

Cunningham said that working in restaurants in the past gave him an appreciation for the threat the tariffs posed to businesses like Wagner’s. He added that these sorts of ill-advised decisions can cause significant damage to small businesses.

Inman Restaurateur to Purchase Vacant Hub City Co-Op Jeff Rigsby of Rigsby Family Holdings recently signed a contract to buy the vacant 7,800 square foot building at Liberty Street and Daniel Morgan Avenue in Spartanburg, which will operate as a restaurant that serves gourmet burgers, smoke wings and locally brewed beer.

Columbia-based F2T Productions Launches New Catering Company Farm to Table Productions is a turnkey farm to table company that has been producing events while supporting local farms, chefs, artisans and businesses since 2011. They recently launched their new catering company—Honey River Catering.

Honey River Catering works directly with farmers, artisans, distillers, brewers and local chefs with all of our events to help connect the community to their local businesses.

With hyper-local menus, they are able to offer menu items created with local pastureraised meats and poultry, sustainably-grown fruits and vegetables, artisan cheeses, farm fresh eggs and more.

Their chefs come from a variety of backgrounds that allows them to provide the catering for Bourbon Columbia, Black Rooster and F2T Productions.

Tru by Hilton Columbia Greystone Opens Almost one year to the day after ground was broken on Tru by Hilton Columbia Greystone, the hotel is now open on Stonebridge Drive in Columbia.

The 117-room hotel is owned and operated by Parks Hospitality Group based in Raleigh, The hotel is near the Greystone Boulevard exit off Interstate 126 and features rooms with a mobile desk, large bathrooms, a complimentary breakfast bar, fitness center and a 2,880-square-foot lobby.

Solara Hospitality Breaks Ground on New TownePlace Suites Solara Hospitality broke ground on their new TownePlace Suites by Marriott on January 17 in West Columbia. The new 111-suite hotel will be built for travelers looking fo a simple and friendly place where they can settle-in, keep their routine, and easily connect to the West Columbia area.

Q: Can liquor be included in the definition of "corkage" under South Carolina law?

Are there specific instances where the possession and/or consumption of liquor is legal?

A: Perry Mathis, Administrator of Alcohol Beverage Licensing at the South Carolina Department of Revenue, weighs in on the issue of liquor corkage.

SC Code Section 61-6-4710 spells out specific instances where the possession or consumption of liquor is legal. This includes: •

private residence, hotel room, motel room;

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property NOT engaged in business or commercial activities where the property owner has granted permission for the liquor to be on the premises;

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in separate and private areas of an establishment whether or not the establishment includes premises which have a business liquor by the drink license where specific individuals have leased these areas for a function NOT open to the general public.

Corkage of liquor or “brown bagging” is illegal on any property engaged in business or commercial activity unless it is conducted under sub-section (c) above.

A person who violates 61-6-4710 is guilty of a misdemeanor and, upon conviction, must be fined not more than $100 or imprisoned for not more than 30 days.

Note: If you have an alcohol licensing-related question for the State Department of Revenue, please send it to John Durst at john@scrla.org and the answer will be included in a future FAQ.

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SCRLA Member Benefit

Through a partnership with Businesses Ending Slavery and Trafficking (BEST), the SCRLA provides free, comprehensive online human trafficking awareness training for all of our members and their staff.

BEST’s Inhospitable to Human Trafficking Training meets all state requirements.

Please visit SCRLA.org for more information regarding our member benefits.

U.S. Hotel Profit Growth Bounces Back After Downward Blip A negative profit turn for U.S. hotels in October gave way to robust growth in November as GOPPAR climbed 6.1 percent year-over-year (YOY), the second-highest increase of 2019, according to data from HotStats. While strong in November 2019, year-to-date (YTD) profit growth was somewhat muted—up just 0.3 percent.

November was a strong revenue story, particularly on the food and beverage front, according to HotStats. RevPAR increased 1.7 percent YOY, led by a 1 percent uptick in average room rate, while F&B RevPAR grew 4.1 percent.

The combination resulted in a 3.2 percent YOY increase in total revenue, which is now up 1.5 percent YTD. Labor costs on a per-available-room (PAR) basis increased 2 percent in November 2019; however, the strong revenue led to a 0.4-percentage-point decrease

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in labor costs as a percentage of total revenue. Other YOY costs in November 2019 grew, including sales and marketing (up 2.3 percent) and administrative and general (up 11.5 percent). Total overhead costs on a PAR basis increased 1.2 percent.

Profit margin grew 1 percentage point to 35.1 percent.

“After an October dip, it’s good to see the U.S. hotel industry back up on the revenue and profit side, in what has been a rather choppy year,” said David Eisen, director of hotel intelligence, Americas, HotStats. “Despite a strong November, the U.S. is set for slightly above to flat growth for the year.”

Reprinted from Lodging Magazine

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SCRLA.org

South Carolina Named Sixth-Fastest-Growing State in the Nation The influx of residents moving from other parts of the country to South Carolina made it the sixth-fastestgrowing state in the U.S. this year.

The Palmetto State gained just 1,600 more people from 2018 to 2019 than it did the year before, but its percent increase ranked several spots higher as other states saw their population growth slow.

South Carolina is now home to about 5.15 million people after adding 64,558 new residents from July 2018 to July 2019, according to data released by the U.S. Census Bureau last month.

The state saw the same percent increase, about 1.3 percent, last year and was ranked ninth for percentage growth.

Idaho, which ranked second behind Nevada last year, had the fastest growth by percentage in 2019 at 2.1 percent.

Nevada, Arizona, Utah and Texas all made the top five by percent growth.

Three states that had outpaced South Carolina’s growth in 2018 — Colorado, Florida and Washington state — saw their growth rates drop this year, bumping South Carolina higher up on the list.

Slowing birth rates have continued to dampen population growth nationwide.

The natural increase in the U.S. — the number of deaths subtracted from the number of births — was below 1 million in 2019. It hasn’t been that low in decades, Sandra Johnson, a demographer and statistician in the Population Division of the Census Bureau, said in a release Monday.

There also were fewer births in 2019 than in 2018 in 42 states, including South Carolina.

“While natural increase is the biggest contributor to the U.S. population increase, it has been slowing over the last five years,” Johnson said.

Four states and Puerto Rico had negative birth rates, compared with just two states and Puerto Rico last year.

Maine, West Virginia, Vermont and New Hampshire all had more deaths than births recorded for 2019.

SCRLA.org

The net gain from people moving from other countries to the U.S. is also dipping. About 595,000 more people moved into the country than out of it from 2018 to 2019, the lowest level this decade.

With births and international in-migration on the decline, population changes across the U.S. have largely been the result of people shuffling from state to state, leaving some areas with dwindling populations and others, like South Carolina, with a steady stream of new residents.

Moves between states fueled much of the population growth in the South, which outpaced other regions for both percentage and numeric growth in 2019.

In the Northeast, where people are leaving states such as New York, New Jersey and Massachusetts at faster rates than others are moving in, the region’s population decreased for the first time in a decade.

Ten states saw their population shrink from 2018 to 2019, including four where the figure dropped by 10,000 people or more.

Meanwhile, the Palmetto State gained tens of thousands of people from out-of-state moves.

The vast majority — about 82 percent — of the 64,500 people who were added to South Carolina’s ranks of residents moved from other parts of the United States.

The natural increase in South Carolina was minimal since there were just about 5,600 more births than deaths for the year.

That’s “consistent with the trends” the Census Bureau has seen from other states that ranked highly this year for population growth, Johnson told The Post and Courier.

Domestic migration was the largest component of population change from 2018 to 2019 for all of the top 10 states by numeric growth except for Texas, Johnson noted. It was also the largest component of growth for the top 10 states by percentage growth, with Texas and Utah as the exceptions.

Reprinted from the Post and Courier

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Plant-Based Protein is Here to Stay Restaurant experts surveyed for the National Restaurant Association’s Restaurant Industry 2030 report identify the growth in popularity of plant-based protein food products as the No. 2 most likely food-and-menu trend over the next decade.

That’s no surprise: Consumers’ palates have been getting more diverse for a while, and suppliers and operators have been adapting to expand the range of options as a result.

What does a “plant-based” restaurant diner look like?

Gone are the days when restaurant guests feel they should call ahead to inquire if there is a vegetarian option.

Now, they expect entire menus devoted to vegan- and vegetarian-centric dishes.

According to Technomic: •

59% of consumers say they eat meatless meals at least once a week.

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49% of consumers say they would be likely to order a dish described as a plant-based.

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44% of consumers would order dishes described as meatless of meat-free.

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33% of consumers are actively trying to reduce their meat consumption (without sacrificing taste).

These diners don’t all classify themselves as “vegetarian” either! Now more than ever, diners are looking for more

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options, and that often means they are looking for plantbased cuisine as a protein source.

How is the food industry responding?

As restaurants look for new ways to cater to the tastes of Americans, suppliers and operators are looking for new ways to expand the range of options. Putting plant-based protein on the menu is becoming easier as suppliers collaborate with foodservice partners to meet guest expectations.

The result is a wide range of plant-based protein offerings as manufacturers work to make plant-based protein sources more widely available… and delicious, yielding not only burgers but meatballs, tacos, pizza and more.

Some suppliers, such as Nestlé, are driving other options, including its vegan bacon cheeseburger, The Awesome Burger, tempting diners with vegan versions of bacon and cheddar cheese.

If the trends continue, it looks like the side of the menu that offers plant-based options is only going to get larger.

Just remember: Sacrificing taste won’t win you any points.

Restaurants that want to stay ahead will need to continue to offer better tasting, healthier alternatives that allow consumers to make a choice that’s right for them… and their taste buds. Read more about all the restaurant trends over the next decade in Restaurant Industry 2030.

SCRLA.org

Gov. McMaster Announces 2020 Slate of South Carolina Chef Ambassadors Governor Henry McMaster, Agriculture Commissioner Hugh Weathers and SCPRT Director Duane Parrish recently announced the participants for the 2020 South Carolina Chef Ambassador Program. Chefs from across the state are nominated each year for the state’s program.

Four were chosen for the quality of their provisions and their dedication to incorporating healthy, locally grown ingredients into their menus.

The 2020 South Carolina Chef Ambassadors are: •

Chef Raffaele Dall’Erta, Hamptons in Sumter

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Chef Jason Tufts, Malia’s in Aiken

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Chef Kevin Mitchell of the Culinary Institute of Charleston

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Chef Jamie Daskalis, Johnny D’s Waffles and Benedicts in Myrtle Beach

“Chef Ambassadors bring to the table a skill set that most people can only imagine: blending and balancing flavors and textures that create memorable dining, an important part of tourism,” Gov. McMaster said. “We are delighted to deliver this program in 2020 with great chefs, and look forward to the dishes and chatter it will generate.”

The Chef Ambassadors will represent South Carolina at special events, food festivals and media missions throughout 2020.

Dishes prepared by chefs at special events will be made with Certified South Carolina produce, meats and seafood to deliver an authentic South Carolina meal.

“Chefs are a bridge to the farmers who grow and raise our food — they teach us about our culinary traditions and how to eat seasonally and locally,” said Commissioner of Agriculture Hugh Weathers. “These talented Chef Ambassadors showcase South Carolina’s diverse food heritage as well as their own creativity, and we’re proud to honor them.”

“From a tourism perspective, the Chef Ambassador program has provided tremendous opportunities to elevate the culinary profile of South Carolina and its destinations,” said Duane Parrish, Director of the South Carolina Department of Parks, Recreation & Tourism. “As this program has evolved, we have continued to explore and pursue new ways to showcase South Carolina’s culinary talent.”

About the South Carolina Chef Ambassador Program Tourism and agriculture have a significant impact on South Carolina, contributing tens of billions of dollars to the state’s economy each year and accounting for hundreds of thousands of jobs statewide. The South Carolina Chef Ambassador (SCCA) program was established to create greater unity between these two major industries, while enhancing the overall promotion of South Carolina as a top culinary destination. Enacted by Governor Nikki Haley in 2014, the program highlights the state’s talented chefs, creative recipes, authentic cuisines, locally grown produce and unique products, showing visitors and locals alike why South Carolina is Just Right.

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What's ahead for the next generation of hotel franchisees?

Grey Raines’ family got into the hotel business in the 1950s.

At 38, he is carrying the mantle as president of Raines Hospitality, which will have 20 hotels by early 2020. The Florence, South Carolina-based company has Marriott, Hilton, Hyatt, and Choice hotels in its portfolio.

Raines started out in the family business as a short order cook at a Courtyard Marriott when he was 15 years old.

Since then, he has seen dramatic changes in the industry.

The proliferation of brands, new technology, and competition from online travel agencies and home sharing businesses such as Airbnb have made being a hotel owner more difficult, presenting unique challenges for the next generation of hotel franchisees.

“There’s been so much disruption in our industry that is constantly changing the model,” Raines said.

Franchisees are the heart of the hospitality industry.

Increasingly, hotels have adopted an asset-light model as a way to reduce debt and to grow more rapidly. Accor, for instance, sold 55 percent of its portfolio for $5.4 billion in 2018. The company has 40 brands including Fairmont and Raffles.

The next generation of hotel owners are young, diverse, and facing challenges their parents and grandparents never encountered in the early days of hotel franchising.

That disruption is also what makes hotels want to focus on managing properties rather than owning them.

According to market research firm FRANdata, as of 2018, there were 32,818 total hotels in the United States, 93 percent of them franchised. That’s a total of 30,650 franchised units.

Wyndham, which calls itself the world’s largest hotel franchising company, said that about 95 percent of its 9,200 hotels globally are owned by others. The portfolio consists of about 5,900 hotel owners.

As of the third quarter of 2019, more than 80 percent of InterContinental Hotels Group’s 5,795 properties are franchised. About 87 percent of Hilton’s 5,980 hotels are franchised.

Marriott International, the largest hotel company in the world by room numbers after its acquisition of Starwood Hotels in 2016, owns only 14 of its more than 7,000 hotels worldwide.

“Our job today is to make sure we find the best real estate partners, align ourselves with them and then provide a great system program that they can drive great results and great experiences for our guests,” said Eric Jacobs, chief development officer of select service and extended stay brands in the U.S. and Canada.

Like a Marriage But there can be friction between owners and hotel companies.Owning a hotel doesn’t mean that an owner can do anything he or she wants to. There are brand standards they have to abide by.

“Once you sign with the franchise, it’s like a marriage,” said Azim Saju, a managing member and general counsel of HDG Hotels in Ocala, Florida, which has 17 hotels and one more under construction.

The hotel companies think very carefully before franchising for fear of losing complete control. They are more likely to franchise cookie-cutter brands such as Holiday Inn Express than a luxury Conrad. Think of Marriott’s recent purchase of the W New York Union Square. In an effort to re-invent the flailing W hotel brand, Marriott has taken over the property to transform it into a once-again coveted place for travelers.

Tony Capuano, Marriott’s executive vice president and global chief development officer, said that the company prefers to manage its luxury properties.

“Historically, we have managed our luxury properties because operating luxury hotels is very specialized, and there haven’t been many management companies with the experience to ensure our guests receive the luxury experience they desire,” he said.

More qualified and experienced management companies are entering the segment though, and the company has lately been more willing to franchise The Luxury Collection and JW Marriott.

Sometimes lenders will even require owners with little or no experience in the hotel business to bring on third-party operators or asset managers to help them navigate the industry.

Hotel franchising in the U.S. began about 80 years ago with a cooperative of motor court owners called Quality Courts United that formed the basis of what is now known as Choice Hotels International. Choice now franchises more than 7,000 hotels in more than 40 countries and territories.

Kemmons Wilson solidified the concept in 1951 when he was on vacation with his wife and five children. They were

taking a road trip from Memphis to Washington, D.C., and could not find any roadside lodging that would not charge them extra for each child. On top of that, the accommodations were cramped and uncomfortable.

When he returned to Memphis, he came up with the idea to build 400 motels across the country with standardized features.

Wyndham followed in 1954 with the creation of the Howard Johnson brand, which was originally a restaurant chain.

Lending Support Hotel companies realize the challenges of owning a hotel.

As a result, they are providing more leadership training and tech support to owners.

Choice Hotels offers its 12,000 franchisees training through its Choice University.

Hilton for the first time in 2019 held global owner conferences in cities such as Orlando, Bangkok, and Dubai to help franchisees navigate such topics as corporate responsibility and branding.

“We do better when our owners are doing better,” said Max Verstraete, vice president of owner experience and engagement of Hilton. “We are a franchise business so we want them to perform as best as possible.”

They are also trying to encourage younger members of families to continue the tradition of developing and managing properties. Diversity among owners is also a goal of many companies.

Encouraging Diversity Marriott regularly reaches out to groups such as the Asian American Hotel Owners Association (AAHOA) to

help diversify its group of owners. AAHOA says that its 18,000 members own about half the hotels in the U.S. Companies such as Marriott encourage them and provide leadership training and internships to potential owners.

The company tries “to present to high net worth individuals who are thinking about real estate investment to make sure they know that hotels are another form of real estate they can own,” Jacobs said.

Mary Beth Cutshall, executive vice president and chief business development officer of HVMG, which manages several hotels among various brands including Marriott and Hilton, runs a group called Amara Capital that encourages women to invest in hotel real estate.

“Our vision really is to give female investors a seat at the ownership table and create wealth by being involved in hotel real estate,” she said. “I came to realize it’s pretty homogenous on the ownership side…. I thought it would be good not only for women’s wealth creation but also it would be healthy for the industry to have that voice at the table.”

Last year, Choice executed 19 franchise agreements with underrepresented minority and veteran owners. And recently, the company finalized six franchise agreement to organizations led by African-American women for hotels in the U.S. and the Caribbean.

But as hospitality becomes more complex, the owner’s job is well beyond just putting heads on pillows. Hotels are no longer just hotels, but mixed-use properties, with more food options, retail, and entertainment. Tomorrow’s franchisees face the challenging of managing that all, as competition hits them from all sides.

Article reprinted from Skift

Improving your hotel's first impression

Lots of hotels are getting surprised by these less-thanstellar online reviews. We frequently hear concerns along the lines of, “Guestroom cleanliness complaints are going up—but we’re meeting the same housekeeping standards we always have.” The problem is that guests’ expectations are higher than ever. A recent study found that the vast majority (71 percent) of travelers expect “above average” cleanliness. In other words, they want something better than what they’re used to—and what many hotels are used to delivering.

As you mentioned, if you fall short, you’re going to hear about it—and not just in quaint, anonymous comment cards. Guests can air their complaints to the whole world with the click of a button or the tap of a finger. And just one bad online review can cost you 30 potential customers.

So, how do you meet these “above average” expectations?

And how do you do it without seriously slowing down your housekeeping team or significantly increasing costs?

Here are five smart, easy-to-implement strategies to get you started: 1. Advanced Odor Control Smells leave powerful impressions. But no matter how hard you try, you can’t prevent guests from stinking up your rooms from time to time. Fortunately, the latest innovations in odor removal allow you to eliminate odors quickly and completely.

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Odor-specific products: Advanced chemistry now specifically targets the most common odors that can linger in a hotel guest room—from cigarette and marijuana smoke, to body odors and even urine.

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Faster-acting products: Best-in-class odor removal products work in just minutes, allowing housekeeping staff to treat room odors as part of their standard room-turn protocols.

2. Proactive Bed Bug Prevention Four in five guests are concerned about bed bugs.

One in four actively check their rooms for bed bugs.

And a single bed bug sighting can lower room value by $38 per night. Consider new tools that fight against bed bugs: •

Proactive bed bug treatments: New innovations in science-based pest mitigation can dramatically reduce your risk of bed bug incidents.

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24-hour bed bug elimination: Advanced chemistry and equipment allow providers to treat infested rooms in hours, not days.

3. Improved Linen-Stain Management More than 80 percent of travelers report that they’re concerned about how often hotels wash their linens, and a recent study found that linens account for as much as 20 percent of a guest’s satisfaction rating.

Throwing out stained towels is expensive—but you

can build a more effective and more efficient stain management program.

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All-purpose stain removal: Advanced chemistry now makes it possible and cost-effective to treat every load of linens with a general stain removal product.

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Targeted stain removal products: Research into the science of stains has produced new stain removal products that target the chemical bonds of stains like coffee, wine, or blood.

4. High-Performance Bathroom Cleaning You know that guests scrutinize bathroom cleanliness.

Bathrooms also present the biggest public health risks in a hotel. Your housekeeping staff needs powerful multi-purpose products that help them ensure bathrooms are both aesthetically and antiseptically as clean as they can be.

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Research-backed cleaning and disinfection: The most advanced multi-purpose products now come backed by extensive research that delivers complete assurance in their performance and efficacy.

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Consistency and efficiency: By combining cleaning and disinfection into a single, highly effective product, you can ensure your staff consistently complete both the cleaning and disinfection steps—in half the time.

5. Partner-Driven Staff Training The most advanced cleaning products are useless if your staff do not follow protocols. But training takes time and adds costs—and with high turnover, it’s tough to keep up. Take advantage of vendors that often provide resources to help hotels improve staff with: •

Training the front lines: Ask your cleaning chemistry and pest management vendors about providing targeted training on things like “right-way” room cleaning, stain removal and recognizing the signs of bed bugs.

•

Self-service, visual training resources: Recognizing the time crunch in most hotels, leading vendor partners now offer self-service training materials that are simple, highly visual, and accommodate multi-lingual staff.

The bottom line is that guests’ expectations are rising— particularly when it comes to facility and room cleanliness.

But the good news is that there are lots of exciting new products and innovations that make it easier than ever to take your standard of clean to the next level and make a bold impression on your guests—without sinking your bottom line. And the really good news is that these efforts pay off: Even a 1 percent increase in your hotel’s online reputation drives a 1.42 percent increase in RevPAR. That’s real, clean ROI.

67th Annual

Stars of the Industry AWARDS GALA

Carole Sox Hospitality Educator of the Year

Ecolab Hospitality Supplier of the Year

Raldex Hospitality Group Outstanding Community Service Program

Steve Seitz Outstanding Community Leader

Joe Urban Outstanding Community Leader

Bill Groves Hotelier of the Year Runner-up: Holly Penny

John Keener Restaurateur of the Year

Jeff Anthony Lodging Manager of the Year

Kirk Watkins Restaurant Manager of the Year

Runners-up: Katie Gambrell & Diane Christofferson

Runner-up: Ken Gillespie

Runner-up: Linda Barnaba

Emma Poppante Lodging Front of House Employee of the Year

Tiffany Doolittle Restaurant Front of House Employee of the Year

Michael Hawes Lodging Heart of House Employee of the Year

Runner-up: Andrew Coker

Runner-up: LaVerne Young

Runner-up: Patricia Gardner

Elvin Wilson* Restaurant Heart of House Employee of the Year

Brandon Etheridge Outstanding Bartender of the Year

Bryan Lindsay Outstanding Chef of the Year

Runner-up: Mallory Lloyd

Runner-up: Heather Hendrix*

Thank you to our sponsors!

Runner-up: Danny Smith

CREATE FIRST IMPRESSIONS THAT LAST LET US POSITION YOUR MENU FOR PROFIT Your menu is your restaurant’s most valuable asset. It influences customers, spotlights signature dishes and elevates your brand.

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3/19/19 2:04

SC Human Trafficking Annual Report Shows Huge Increase in Number of Victims South Carolina Attorney General Alan Wilson announced the release of the South Carolina Human Trafficking Task Force’s 2019 Annual Report on January 10 at the Statehouse. The report details the efforts of the State Task Force to protect victims, prosecute traffickers, and prevent human trafficking from happening in South Carolina. Attorney General Wilson welcomed representatives from state agencies, state and federal law enforcement, regional task forces, nonprofits, and communities across South Carolina to share in the report’s release.

Attorney General Wilson reported a 360% increase in the total number of trafficking victims recorded in South Carolina as well as an increase in the number of human trafficking cases reported in the state. He also noted a shift from the previous year in the top five counties reported for human trafficking. The top county for human trafficking in South Carolina is now Horry County, followed in order by Greenville, Richland, Dorchester, and Charleston counties.

“The large increase in victims recorded speaks to efforts across the state to raise awareness of the National Human Trafficking Hotline number so victims know how to reach out for help,” said Attorney General Wilson. “We also recognize that the regional task forces are better educating members of their communities on the issue, which in turn causes shifts in the top five counties each year.”

Along with an increase in trafficking victims, Attorney General Wilson described a rise in the number of labor trafficking cases within the state. In its report, the Task Force announced a number of initiatives to combat this increase, including a 2020 State Task Force Labor Trafficking Roundtable hosted by the Attorney General’s Office and the development of informational materials in English and Spanish to increase awareness of labor trafficking, inform the public of its signs, and provide the National Human Trafficking Hotline number to potential victims.

In addition to presenting new data, Attorney General Wilson announced new partnerships with the South Carolina Restaurant and Lodging Association (SCRLA) and the South Carolina Beer Wholesalers Association (SCBWA). The goal of these partnerships is to increase awareness of human trafficking within the hospitality and beer wholesale industries and to train the industries to respond to potential incidents of human trafficking. For example, the SCBWA has put signs on the backs of their delivery trucks that show the Human Trafficking National Hotline, so as those trucks drive around the state to make deliveries, drivers will see the number. That number is 1-888-373-7888.

First Lady of South Carolina Peggy McMaster spoke on the importance of introducing human trafficking prevention education in schools in order to protect South Carolina’s children from falling victim to human trafficking. The First Lady encouraged communities across the state to consider introducing human trafficking prevention education in their schools, churches, and other youth-serving programs.

For more information on the South Carolina Human Trafficking Task Force and to read the 2019 Annual Report, please visit humantrafficking.scag.gov or www.scag.gov.

22

SCRLA.org

Responsible Alcohol Service

Responsible Alcohol Service

Help us spread awareness and debunk some of the myths around human trafficking.

Real World, State-Specific Training

Myth #1: Trafficking only happens overseas or to those coming across borders into America.

Fact: Trafficking happens everywhere and is the fastest growing crime right here in the USA. Eighty-three percent of US victims are US citizens. We don't care where you were born, no human should ever be sold for sex, however this stat proves that this isn't just a foreign problem.

Real World, State-Specific Training easy from to the Protecting your “It’s business inherent risks of serving alcohol is a implement. high priority. It requires both vigilance It’s inexpensive. and thorough training of everyone And it facilitates involved. every need

otecting your business from the inherent risks of serving alcohol is a high perfectly.” ority. It requires vigilance and thorough training everyone involved.

Myth #2:both Victims of trafficking are choosing to be of in the Be safe with ServSafe. sex industry. at’s why the National Restaurant Association (NRA) engages a variety of Fact: Traffickers use various forms of force, fraud, Wade Chancellor perts to continuously monitor aspects of alcohol safety and update our and coercion to control all their victims.

The percentage Senior Director of ® choosing to work in the sex industry is very of those vSafe Alcohol training program, including our resources and practices.

Our materials reflect Training world Trainingreal and Personal minimal, most often women and children are operating experiences and practicalDevelopment, approaches. actical, realistic lessons incorporate out of fear for their own livesstate-specific or the lives of mandates their loved to ensure that your Hooters ofsections: America Courses are divided into four ones. Think of it likeyour invisible chains. On average a victim ff can effectively protect customers as well as your business.

Law & Your Responsbility • Recognizing & of trafficking will experience up to 10 rapes a day... no one would choose that.

Preventing Intoxication • Checking IDs • safe with ServSafe.

Handling Difficult Situations Myth #3: Traffickers always kidnap their victims.

Fact: Yes, some traffickers kidnap their victims. However, the number one place traffickers find their victims is on social media. They look for vulnerable young girls and lexible boys and lure them with Reliable Trusted promises of love, jobs, and money. Once they have emotional control they begin aining and testing is available From neighborhood pubs Built by the same creators using that control to sell the child for sex.

nline or on-site to national chains, ServSafe as the highly regarded ©2013 National Restaurant Association Educational Foundation (NRAEF). o accommodate your programs provide expert ServSafe food safety All rights reserved. ServSafe is a registered trademark of the NRAEF, used Trafficking is a crime that is hard to understand and even under license cheduling requirements. training to help ensure your program, protecting you forby National Restaurant Association Solutions, LLC. harder to fathom. Join the fight, educate your friends and peace of mind. nearly 40 years.

family. It could save their life.

The Indigo Road Hospitality Group Ventures into Hotel Management The Indigo Road Hospitality Group, a Charleston, S.C.-based restaurant group that owns and operates 24 restaurants throughout the Southeast, is venturing into the hotel management and consulting space. Under the leadership of industry veteran Larry Spelts, the team will launch two boutique projects in 2020.

Spelts is a partner of The Indigo Road and president of the new Lodging & Lifestyle Adventures division, joining founder and managing partner Steve Palmer. The two first met 20 years ago, working at Charleston’s Relais & Châteaux Planters Inn, expanding the hotel and opening the Peninsula Grill. Following that project, Spelts continued his lifestyle development and management career, securing more than 30 development and management deals to-date, including hotels, restaurants, spas, co-working spaces, and social and fitness clubs. Spelts established three hospitality companies, including the Texas-based Village Hospitality, which spearheaded the programming for a $500 million, 500,000 square-foot, mixed-use development, now operated by the group. His recent work includes serving as president and chief development officer at Expotel Hospitality Services and as vice president of business development with Charlestowne Hotels.

“As we looked to begin this next chapter for The Indigo Road, the hotel industry was a natural fit, given our current concepts coupled with our passion for hospitality,” said Palmer. “Larry is a longtime friend, and I’ve respected his work over the years.

I look forward to working alongside him as these next two projects come to fruition.”

24

SCRLA.org

Currently, The Indigo Road operates food and beverage operations within Atlanta’s Hotel Clermont: the lobby cafe and bar, rooftop bar, and downstairs FrenchAmerican brasserie, Tiny Lou’s. The new division will offer a hands-on approach to hotel management and advisory services, integrating the company’s food and beverage operations experience with additional hospitality services including property management and operations, financial structures and revenue strategy, sales, marketing, and design.

“It is my experience that restaurant development and operations often present some of the greatest obstacles to a hotel’s success. With The Indigo Road’s expertise in food and beverage, we are poised to build an attractive portfolio of lifestyle-focused boutique hotels,” said Spelts. “Steve and I have a special connection, and I have admired what he has accomplished professionally, socially, and personally.

Our new venture feels more like a long-overdue reunion of friends and colleagues than a business deal.”

Reprinted from Lodging Magazine

The lightning-fast restaurant POS system Designed by people who know restaurants For people who run restaurants SpotOn Restaurant is designed so your entire staff can work faster and more efficiently so you can focus on what’s important—creating an amazing experience for your customers

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Hotels, AARP try to combat travel scams aimed at seniors There are way too many stories out there of people purchasing travel packages that don't exist or booking hotel rooms, paying upfront and then finding out there is no room at the inn when they arrive.

They are victims of a scam, and it's especially prevalent among senior citizens who are pegged as the victim.

Now the hotel industry and the American Association of Retired Persons (AARP) are doing something about it.

The American Hotel & Lodging Association (AHLA) and AARP recently announced a coordinated campaign aimed at educating senior travelers to avoid travel scams.

This collaboration aligns with both AHLA's Search Smarter campaign and the AARP Fraud Watch Network, initiatives designed to help consumers avoid falling victim to scams and fraud.

"We're thrilled to be working with AARP," Chip Rogers, president and CEO of AHLA, said in a statement. "False and misleading websites all too often deceive consumers as they plan their travel. Together with AARP, our efforts will empower the 50+ to search smarter and avoid travel scams."

According to AHLA research, 23 percent of consumers report being misled by third-party traveler resellers on the phone or online, which amounted to $5.7 billion in fraudulent and misleading hotel booking transactions in

SCRLA.org

2018 alone.

"Through the AARP Fraud Watch Network, we work to educate consumers about the scams and fraud that claim billions of dollars each year," said Kathy Stokes, director of fraud prevention programs for AARP. "We are excited to join AHLA in our shared mission to protect consumers from fraud and look forward to an ongoing collaboration."

Both AHLA's Search Smarter campaign and the AARP Fraud Watch Network offer consumers tips to protect them from bad actor websites. These tips include the following: •

Book on the official website of a hotel or use a reputable third-party resource.

•

Carefully check a travel website's URL. Scam sites may use "domain spoofing" tricks such as an extra letter in the address.

•

Call the hotel to confirm your reservation after booking on a third-party website. If they don't have a record of your booking, that may signal a problem.

•

Be leery of pressure tactics (e.g., "Only 2 rooms left.

Book now!"). Third-party sites do not have access to a hotel's inventory.

Article reprinted from the Baltimore Sun

27

Do you love your Point of Sale?

With Valentine’s Day approaching, love is in the air. But if you’re not in love with your point of sale (POS) because it’s unreliable and hard to deal with, it’s time for a change.

Breaking up with your POS doesn’t have to be messy.

Look for these telltale signs that you and your POS are no longer compatible.

Your POS isn’t cloud-based.

If your POS system isn’t operating in real time, you’ve lost the ability to see an immediate and complete picture of what’s happening at your business, what isn’t happening, and what absolutely needs to happen in terms of day-today operations. For example, a traditional POS requires you to run reports from an in-store terminal, so your ability to make data-driven business decisions is limited to when you're at a business location. Having real-time sales and inventory information in the palm of your hand wherever you are is a game changer. That immediacy can only be provided by a POS system connected to the cloud. To stay competitive, moving to the cloud-based POS becomes a necessity, not a luxury.

Your POS isn’t user-friendly.

Does your staff hate using your POS when it comes to voids, refunds, split payments, modifiers, and last-minute changes to order details? If your staff has bad user experiences on your POS, chances are your guests have too. A well-designed POS increases staff productivity. For example, it is far quicker for a staff member to punch an order into an iPad and send it directly to the kitchen or bar than to write it down.

Your POS system doesn’t accept all payment options.

If your POS isn’t keeping up with all of the rapidly expanding ways customers want to pay, you’re missing out on sales.

Payment technology is evolving at leaps and bounds: EMV chip cards, Apple Pay. Google Pay, Samsung Pay and more. Supporting the methods guests prefer to pay is fundamental to your ability to serve them, including digital wallet, pay-at-the-table and pay by guest app options. Your POS should serve that expectation, too.

Your POS makes data vulnerable to attack.

Data attacks on POS systems in hotels, restaurants, and foodservices are notoriously common. To protect you and your customers, your POS must have the latest security measures. An investment in a cloud-based POS system that is PA-DSS compliant, and partnering with payment partners who support these strict standards, helps you avoid data breaches. In turn, this helps you avoid the costs associated with attacks, which are significant.

Your POS system is unreliable.

Outages and hardware issues can occur at the worst possible moment. The question is: How do these circumstances affect your POS? Can you continue to serve guests during an outage? If not, this is yet another sign that your POS needs to be replaced. Modern POS technology provides performance that legacy systems can’t match.

They’re designed to perform flawlessly (99.999%), and you can continue taking orders and payments even if the internet goes down.

Your POS system doesn’t meet guest expectations.

Flexibility is key to a great guest experience. If your POS doesn’t connect easily with loyalty programs, self-serve kiosks, and provide electronic receipts, it’s not connecting with how your guests want to interact with your business.

For instance, your POS should allow guests to be served and billed right where they are. It should integrate with loyalty apps, and split a bill between customers and various modes of payment. If your POS solution is letting you down in these areas, it’s time to say goodbye.

Your POS isn't supported by the right partner.

Have you had issues or questions which required you to contact your POS provider? Did that partner immediately resolve these issues, or did a delay cost you sales? As the most critical tool in your store, any questions about your POS system should be answered promptly in person, via phone, chat, email and a 24/7/365 support center. You should never have to go it alone.

Partner Logo

Simple tools

allow you to reach your potential.

Merchant Services: Payroll just got easy.

Set yourself free from the hassle, extra time and stress of managing your business’s payroll. With Heartland, you spend less time on payroll and more time enjoying success.

Easy to use You’ve got enough headaches. Heartland Payroll makes things simple with a payroll solution that is straightforward and user friendly. You’ll be up and running in no time!

Local advisors Sometimes things are easier in person. Meet up with a local Heartland advisor who will listen to your needs and help you with a custom solution that lets you get the most out of our platform.

Support when you need it When you have questions, we have answers. Our 24/7 support team is always ready to help. You’ll also have your own dedicated payroll expert so that you won’t have to explain your whole business every time you call.

Strong value Heartland isn’t out to surprise you with unexpected fees and charges. Our pricing is competitive, simple, and reliable so that you always get the value you need.

Payroll your way You can access your payroll and employee information online at any time, anywhere along with a variety of helpful tools. Process payroll when you’re ready - Heartland is flexible and offers helpful features like WOTC tools and applicant tracking.

Need HR solutions?

HR can be complex and confusing, but with the Heartland Info Center and Support Center, you can find forms and guidance to help you cut through the noise. And with on-demand advisors, you’re never left to struggle alone.

POS Integration It’s a lot more convenient when your team can clock in from the register. That’s why we integrate payroll with a wide variety of leading POS solutions.

There’s lots of payroll processors out there, but your bank chose Heartland for a reason.

yourbank.com/businesstools © 2018 Heartland Payment Systems, LLC

SCRLA Calendar of Events February 5, 2020 Hilton Head Island Chapter Meeting UofSC Beaufort/Hilton Head Island Campus 1 Shark Dr., Hilton Head Island, SC February 10, 2020 SCRLA Annual Meeting DoubleTree by Hilton 2100 Bush River Rd., Columbia, SC February 12, 2020 Spartanburg Chapter Meeting RJ Rockers 226-A W. Main St., Spartanburg, SC February 20, 2020 Columbia Chapter Meeting Springhill Suites the Vista 511 Lady St., Columbia, SC

February 26, 2020 #CHShospitalityworks Job Fair North Charleston Convention Center 5000 Coliseum Dr., Charleston, SC March 4, 2020 Hilton Head Island Chapter Meeting UofSC Beaufort/Hilton Head Island Campus 1 Shark Dr., Hilton Head Island, SC March 8-10, 2020 SC ProStart Invitational Embassy Suites Hotel 670 Verdae Blvd., Greenville, SC April 1, 2020 Hospitality Day SC State House Grounds 1100 Gervais St., Columbia, SC

We all want safe food.

Clemson University food safety and nutrition agents and specialists conduct training in safe food-handling for individuals, restaurants and commercial food processors to prevent outbreaks of foodborne illnesses.

Other programs focus on using and preserving fresh fruits and vegetables, and on dietary considerations and budget management for limited resource families.

Food Safety Training:

• ServSafe® Manager Certification • ServSafe® Employee Safe Food Handler Training • Food Safety Modernization Act (FSMA), Preventive Controls for Human Food Certification • Food2Market, Food Safety for Food Entrepreneurs • Better Process Control School • Carolina Canning™ and Youth Food Preservation • Food4Gatherings, Food Safety for Large Groups

Nutrition Training:

• Expanded Food and Nutrition Education Program • Healthy Lifestyles • Healthy Lifestyles for Senior Centers

www.clemson.edu/extension/food For more information contact us at cesfsn@clemson.edu

The hospitality industry has The hospitality industry has a turnover rate of nearly a turnover rate of nearly

75

%

Take advantage of exclusive SCRLA member solutions from UnitedHealthcare to SCRLA offer your employees Take advantage of exclusive member solutions health benefits worthto sticking around for. from UnitedHealthcare offer your employees health benefits worth sticking around for.

Visit uhctogether.com/scrla or contact Amy Hathaway at amyhathaway@uhg.com to learn more.

Visit uhctogether.com/scrla or contact Amy Hathaway at amyhathaway@uhg.com to learn more.

Source: National Restaurant Association, May 9, 2019.

Some restrictions and exclusions may apply.

Source: coverage National Restaurant May 9, 2019.

Insurance provided byAssociation, or through UnitedHealthcare Insurance Company, UnitedHealthcare Insurance Company ofapply.

Illinois or their affiliates. Administrative services Some restrictions and exclusions may provided by United HealthCare Services, Inc. or their affiliates.

Insurance coverage provided by or through UnitedHealthcare Insurance Company, 19-19885c-SC 9/19Insurance Š2019 United HealthCare Inc. 19-13483 UnitedHealthcare Company of IllinoisServices, or their affiliates.

Administrative services provided by United HealthCare Services, Inc. or their affiliates.

19-19885c-SC 9/19 Š2019 United HealthCare Services, Inc. 19-13483

PRSRT STD US POSTAGE PAID COLUMBIA, SC PERMIT 168

PO Box 7577 Columbia, SC 29202

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