WFU Hospitality & Auxiliary Services Annual Review 2020-21

ANNUAL REPORT 2020/21

Campus Dining Services | Conference & Event Services | Graylyn | Mail Services | Transportation & Parking Services | University Stores

Contents From the AVP

3

At A Glance

4

Events

5

Enhancements

6

Highlights

7

Sustainability

9

In partnership with multiple WFU departments and the City of Winston Salem Department of Transportation, a pedestrian crosswalk was installed on Reynolda Road connecting Reynolda House Museum of America Art to The Graylyn Estate. This project which was completed in August of 2020, was a recommended improvement in the 2014 Bicycle, Pedestrian & Transit Study which aimed to improve the active transporation between WFU campus and surrounding areas.

FROM THE AVP The Hospitality and Auxiliary Services annual report for 2020 reflects upon a period where, despite p ​ andemic-mandated changes, the team found new ways to come together: to innovate, to collaborate, and to serve.

Within the campus response to pandemic-related conditions, it quickly became clear how substantive our organization is to the successful operation of all facets of the University experience. As continual contributors and integral collaborators within the Wake Forest University community, all departments of Hospitality & Auxiliary Services interact with, and therefore impact, our students, faculty, staff, and guests daily.

Throughout this past year of great uncertainty, I have learned the true value of our employees through their willingness to step up, and step forward, to take on various unexpected roles - all in the overarching spirit of hospitality and service to our Wake Forest community. I am proud of the way Hospitality & Auxiliary Services swiftly adapted and met the unprecedented challenges. HAAS was an integral component in the effort to provide a safe, secure, and healthy school year for our students.

As we adapt to a yet-to-be-determined variation of normal, both on campus and within the world, it will be ever more important to embody the spirit of Pro Humanitate in our everyday actions and accomplishments. The lessons we learned during this past year will guide future interactions as Hospitality & Auxiliary Services strives to provide an unparalleled campus experience for Wake Forest University.

John Wise Associate Vice President Hospitality & Auxiliary Services

2020-21 At A Glance Number of reservations the Social Distancing Space Allocation Team responded to in DeaconSpace

10k Number of Wake Line Shuttle miles traveled

210k

with 8.5 passengers per mile.

Pounds of food Deacon Dining donated to Campus Kitchen for fall & spring semester

2k

This includes 200 meals served for turkey polooza.

Number of packages processed through campus mail

105k

Number of meals delivered to quarantine/ isolation students

21k

Students were housed offsite at local hotels.

Number of bednights COVID Housing was occupied from August 2020-May 2021

16k

Bednight is defined as a measure of occupancy of one person, assigned to one bed for one night.Hall)

Number of bednights Wake Summer Housing Intern Program residential attendees stayed from May- June 2021

3.4k

Bednight is defined as a measure of occupancy of one person, assigned to one bed for one night.

Total years of service recent retirees collectively worked at Graylyn.

236

This number is inclusive of 15 employees.

Percentage of students who participated in the reusable to-go-box program.

60%

Annual Report

Events & Enhancements Hospitality & Auxiliary Services focuses on delivering valued experiences, at the heart of those experiences is the Wake Forest campus community. During times of uncertainty, our teams pulled together to show their dedication & spirit to serve. We collaborated with internal and external partners to further build community and make connections.

EVENTS

Rising to the Occasion •

gratitude to departments on campus that went above & beyond for the students during the pandemic by delivering lunches, goodie bags & cheer to employees at the Bookstore, Harvest Table, Mail Services, COVID Housing, & Graylyn.

•

Drive-thru Distribution.

•

Campus Collaboration. University stores partnered

•

Chef TJ Wise

Special Delivery! Hospitality team members spread

Transportation & Parking introduced a permit distribution drive-thru which was positively embraced by students. This event proved to be successful and will be an annual event at the beginning of each fall semester.

with Wake Forest Admissions to enhance the student & visitor experience by taking the Deacon Shop on the road. A mobile shop was set up in the parking lot of the Porter Byrum Welcome Center, making shopping more convenient for future Deacs & their families.

Chef Series. Harvest Table Culinary Group featured

talented chefs for Black History Month, Pride Spotlight & Women’s History Month. Chefs who provided recipes & were recognized were Shaveast Dudley, Randy Dickerson, Louis Sloan, Eric White, TJ Wise, Priscilla Curry & Joanne Dagostino

Annual Report

ENHANCEMENTS

— Dining

Warm Welcome

Occupancy counters were added to the Pit and Hilltop at North Dining to monitor capacities and display them on monitors at the entrances as well as online on the Deacon Dining website. The addition of touchless handwashing stations in the Pit encouraged increased hand hygiene and creation of the campus Grocery Delivery program helped to provide alternative and convenient meal options for students.

— Transportation & Parking Services Freshmen parking was relocated from the University Corporate Center (UCC) to the east side of the Winston-Salem First Church.

New lighting, landscape improvements, pavement re-striping, emergency phone and shelter were new amenities added to this area. At the same time, it improved the efficiency of the Gray Line route, as it no longer needed to drive to/from the UCC . Electrostatic sprayers were used between shifts & nightly to sanatize all campus vehicle driving compartments.

WFU welcomes Award Winning Execitive Chef, Tim Grandinetti to the team. He has worldrenowned culiinary training and has made debuts on multiple Food Network challenges, incuding Chopped.

Recognition

— Campus Mail Services Mail Services is in the process of installing parcel lockers and associated package tracking software. This project is to be completed summer 2021. As an enhanced service to students by expanding weekend operating hours of the lobby counter.

Mail Services continued regular operations and expanded deliveries to students that were placed in isolation/quarantine in hotels. Mail Services replaced lobby cash registers, which now integrate with a credit card solution to improve the speed of credit card transactions.

— University Stores At the end of Spring 2020, University Stores prepaid shipping so students could ship their books back free of charge and extended the deadlines for return dates of course textbooks. Fall of 2020, the campus bookstore was reset to meet social distancing guidelines and a temporary tent was installed to help expedite online order pickups.

Harvest Table Culinary Group selected eight team members for their Apprenticeship Program.

The program is sponsored

by Chief Culinary Officer, Matt Thompson and all are mentored by Executive Chef Tim Grandinetti.

In August of 2021, Chef Grandinetti and two ACF apprentices will be attending the National ACF convention in Orlando, Florida

Annual Report

Highlights CONFERENCE & EVENT SERVICES

Challenge Accepted During a challenging time, the Conference & Event Services Team stepped up by taking on new and additional roles to help assist the University in the Our Way Forward Initiative.

Your Voice Counts A dining survey taken by our guests to receive real-time, ongoing feedback to measure consumer satisfaction, pinpoint key drivers of advocacy and repeat visitation, and identify areas for improvements.

1,322 Spring semester survey’s taken

Survey Results Overall Satisfaction

93% Quality

94% Service

95% Cleanliness

95%

• Assisted Residence Life & Housing with packing dorm rooms for storage after the spring 2020 shut down.

• Participated in contact tracing training & implementation through John’s Hopkins Universtiy. Team resolved over 25 cases.

• Assisted in the mail room.

• Served as a liaison for tents placed throughout campus.

• Delivered meals to on campus Q/I students.

• Volunteered to administer vaccines to the WFU community.

• Volunteered for Commencement.

• Served as a member of the COVID Housing Team onsite at hotels.

Graylyn

Return to Normal After a year of restrictions disrupting daily life, pools were allowed to reopen. This is a welcome change for many Wake Forest families as the Graylyn Pool & Tennis Club reopened at a limited capacity on May 29, 2021.

Annual Report

DINING

In partnership with departments across campus Hospitality and Auxiliary Services brought in tents to serve a variety of purposes for the 2020-2021 academic year.

These tents were used for classes, event and social space, and additional dining seating to make up for the decreased indoor capacities and social distancing requirements.

Local retail location,

Camino

replaced Starbucks in the ZSR Library.

In Memorium

Remembering Those We Lost Brian Colson, a beloved member of the Transportation and Parking Services team passed away suddenly in a vehicle accident on his way home from work on September 16, 2020. A Celebration of Life was held on-campus in October and was attended by Brian’s colleagues.

Sharon Jones, a beloved member of the Dining Team, passed away after a long battle with cancer. As a true statement of her impact on the community, the notification of her passing to the WFU community recieved the largest response rate of any WFU social media post. She will always be cherished and remembered by all who knew her.

336 Market implemented campus wide grocery delivery.

“Brian drove the OnCall Shuttle Monday through Thursday nights, it affectionately became known as “Brian’s Taxi”.

He had regular passengers that he picked up like clockwork every night, from ZSR Library and Benson just to name a few. Passengers always looked forward to riding with Brian, he was always in a good mood and smiling.”

- Quote from Jason Campbell, Assistant Director, Transportation Services

Annual Report

Sustainability Dining

Overview Deacon Dining remains committed to implementing sustainable practices and responsible sourcing.

• Twelve Harvest Table managers went through an 8 week sustainability training and certification course.

• A new Babylon Micro Farm for growing greens and herbs sustainably indoors was added to the Pit. Products grown in this farm are being utilized at the Vegan Station, Salad Bar, and many other stations.

• The dining team toured local farms, Hickory Nut Gap and Smoky Mountain Mangalitsa, where we source beef, pork and poultry.

Hickory Nut Gap provides 100% grass-fed beef and pasture raised pork and Smoky Mountain Mangalitsa provides farm raised poultry.

• We continue to work with local vendors including: Ran-Lew Dairy, Brasstown Beef, Vernon’s Produce, and Murray’s Chicken in order to further enhance our sustainable offerings.

Green Box Program This year we saw a huge increase in participation in the Green To-Go Box program.

While this program has been in place since 2011, it played an even more important role this year in maintaining social distancing in our dining halls that saw a significant reduction in seating and capacity. These boxes are available for a refundable $5 deposit, and offer a convenient way to take meals to-go without creating additional waste with traditional to-go containers. Guests can bring their used boxes back to any dining hall to exchange for either a convenient key chain voucher or a clean and sanitized box that is ready to use again.

Percentage of students who used the Green Box Program.

60%

New Green Box participation Fall 2020

3,371 New Green Box participation Spring 2021 Babylon Micro Farm located in the Pit.

1,733

Annual Report

Transportation & Parking

Electric Vehicle Charging Stations Energy Used (kWh)

8,510

July - May

FY 2020/21

Gasoline Savings (gal)

1,137 Energy Used (kWh)

18,766

July-May

FY 2019/20

Gasoline Savings (gal)

1,748

Recognition Years of Service We would like to thank our recent retirees who dedicated a combined 236 years of service at Graylyn.

Richard B. Idol

University Stores

Gil Dunn

Digital Format Textbooks

Allie J Wall

The Campus Bookstores digital e-book platform was expanded. As a result, digital format textbook usage has increased by 400%.

400%

Ed Sheridan Lawrence F. Smith Christian C. Uwazurike David Craig Joyner Doug Patterson Lawrence E. Wiggins Sandra Ashley Colleen R.Brehm Johnnie Taylor

Mail Services

Electric Hybrid Vehicle Mail Services plug-in hybrid vehicle continues to operate very efficiently. The last time it was fueled was on Dec. 18, 2019. It can travel an estimated 22 miles on a single charge.

Fuel consumption

December 19, 2019Present

0 gal

Andrea Neal Lawton Winfield Lacy R. Watson

GET IN TOUCH

Campus Dining Services | Conference & Event Services | Graylyn | Mail Services | Transportation & Parking Services | University Stores P.O. Box 6125 | Winston Salem, NC 27109 p: 336.758.4341 email: hospitality@wfu.edu

h o spit a l it y. w f u. e du