accommodation & hospitality services summer 2014 staff briefing please turn all phones off
TRANSCRIPT
Accommodation & Hospitality Services
Summer 2014 Staff Briefing
Please turn all phones off
Accommodation & Hospitality Services
https://www.youtube.com/watch?v=VkcHgI_TIYQ
Accommodation & Hospitality Services
Agenda
• Updates• Feedback• Summer bussiness• One Team• Kick Out • Zero Waste• Contract Cleaners/ Casual staff• COSHH refresher• Fire safety• Standards of cleaning/presentation of a
room• Service levels and Areas of service• Left property• Child protection
Accommodation & Hospitality Services
Updates
Kelvin
Accommodation & Hospitality Services
New Starters
Welcome to new starters Helen Park, AAOC
Sam Garner, AAOC Simon Moon, Porter, Quads
Sean Forster, GA Jacqueline Green, Domestic, Quads Lisa Berney, Domestic, Quads
Accommodation & Hospitality Services
Front of house change
WAC- Is now student accommodation onlyEAC- Is now where all guests are to report to in order to check in(regardless of where they are staying on campus) or if they have questions or queries, which we are unable to answer - As a result of staff relocation, all bookings will be made via the EAC - The opening hours in the summer period will be 8am-10pm - In the term time it will be 8am-10am and 2pm-10pm
Mike
Accommodation & Hospitality Services
Refurbishments
Marlborough & Solsbury CourtEastwood 1-19Canal Whalf
New Dates - E block- 16th June - D block- 27th June - B block- 22nd August - A + C block- 12th Sept
How does this affect the summer business?QuakersGwent Police (Bank Holiday Weekend)Summer Schools
Accommodation & Hospitality Services
The Quads
Accommodation & Hospitality Services
Vacancies
Accommodation & Hospitality Services
Feedback Actions
Kelvin
Accommodation & Hospitality Services
We asked -
Did you have all the information needed to do you job well?
You answered
Always 10 Most of the time 23Sometimes 11Rarely 4Never 3
This year we will be holding regular morning briefings or other form of communication to inform you of
•Arrivals and departures for the day•Update on the day before•Other issues that may effect you •You chance to ask question or give feedback.
Accommodation & Hospitality Services
We asked –
Do you feel summer was well planned
You answered
Yes 28 No 24
As like last year we have been planning summer since last October and we have included many of you in working groups to discuss different aspects of
the summer.We work with the information that we are given but sometime s it can be last
minute so at times we have be very reactive in the decisions we make.
Accommodation & Hospitality Services
We asked
Did you feel the daily work you received was fair for the hours you worked
You answered
Always 4 Most of the time 21 Sometimes 11 Rarely 6 Never 12
Accommodation & Hospitality Services
We asked
Do you feel like part of the team?
You answered
Always 10 Most of the time 12
Sometimes 20 Rarely 6
Never 3
We have been holding group 1-1 and these will be continuing over the summer with the summer team members
Accommodation & Hospitality Services
Summer Business ?
Julie
What is your favourite flavour ice-cream?
1 2 3 4 5 6
0% 0%
25%
0%
75%
0%
1. Chocolate
2. Strawberry
3. Vanilla
4. Mint
5. Other
6. I hate ice cream
How much does the A & H Department make from summer business?
1 2 3 4
25%
75%
0%0%
1. £800,000
2. £2,400,000
3. £1,800,000
4. £3,600,000
What does a room cost here?
1 2 3
0%
25%
75%1. £15-£24 pppn
2. £25-£66 pppn
3. £66-£99 pppn
How Many Eateries are there on Campus?
1 2 3 4
0%
25%
50%
25%
1. 5
2. 9
3. 7
4. 3
Do we provide Bed & Breakfast?
1 2
50%50%1. Yes
2. No
Accommodation & Hospitality Services
What the customer says:
Trip Advisor
If I go back to Bath, I wouldn't hesitate to stay here again. As I said in the title, it is basic, but
excellent value for money.
Accommodation & Hospitality Services
One Team
Kelvin
Accommodation & Hospitality Services
Working and supporting each other
Priority Preparation
Post Departure
One Team
Accommodation & Hospitality Services
Student Exit
Kelvin
Accommodation & Hospitality Services
Student Exit
Expectation
Change to student service
Preparing your students for departure
Accommodation & Hospitality Services
Zero Waste
Mike
How many crates of cutlery did we collect?
1 2 3 4
75%
25%
0%0%
1. 13
2. 25
3. 9
4. 50
How many crates of glass did we collect?
1 2 3 4
0%
25%
0%
75%1. 10
2. 43
3. 62
4. 18
What was the total waste we saved from landfill?
1 2 3
100%
0%0%
1. 5649kg
2. 2564kg
3. 7865kg
Accommodation & Hospitality Services
ZERO WASTE2013 Totals:
13 Crates assorted cutlery49 Crates assorted plastics56 Crates assorted crockery3 Crates assorted wood43 Crates assorted glass43 crates of WEEE electrical goods46 kg Books158 BHF bags
Save the Children clothing banks 561 kg
Total saved from Landfill =5649 kg
Accommodation & Hospitality Services
Contract Cleaners&
Summer Team Members
Kelvin
Accommodation & Hospitality Services
Summer Support
Summer Team Members
Contract cleaners
Accommodation & Hospitality ServicesAccommodation & Hospitality Services
STAFF BRIEFING – No 4
COSHH (Control of Substances Hazardous to Health)
Emilia
Accommodation & Hospitality Services
Your Working Day
Kelvin
Accommodation & Hospitality Services
Problems?Arriving at WorkCommunication
Customer ServiceLocked Out Guests
Your working day
Accommodation & Hospitality Services
Standards
Mike
Accommodation & Hospitality Services
What Service will you be expected to provide?
Back to Back
Departure Clean
Service
Service withlinen change
Is the room as you would expect it if you had paid to stay?
Accommodation & Hospitality Services
Cables hidden.Phone connected.
Bed made and all requirements present.
Blinds and curtains open.
Mirrors smear free
Toilet seat down
Accommodation & Hospitality Services
Left property/items in student accommodation No item should be removed from any student bedroom, kitchen or communal area unless the AOC or AAOC has authorised you to do so. If the area has no students or guests in occupation then any items found should be returned to your AOC or AAOC. Please remember to keep a note of what items were found and the flat/room number that they were found in. Any member of staff found to have been removing any items could face disciplinary action. Items of food You should not drink or eat any item of food found while carrying out cleaning services. No items of food should be removed from any student bedroom, kitchen or communal area unless the AOC or AAOC has authorised you to do so. If there are no students or guests staying in the area then items should be removed and returned to your AOC or AAOC. Please remember to keep a note of what items were found and the flat/room number that they were found in. Any member of staff found to have been removing, eating or drinking any items could face disciplinary action. Un-collected items If an item remains un-collected after we have contacted the guest/student then this may be offered to staff members for a reasonable donation to charity or sent to a local charity.
LOST & LEFT PROPERTY
Accommodation & Hospitality Services
Child Protection & Safeguarding Guidance
During the vacation we have a number of Summer School guests from abroad and the UK, many of
whom are under 18.
Work in accommodation where children under the age of 18 are staying must always be carried out by 2
members of staff.
You will be notified if this will affect you.
A copy of the Child Protection Policy can be found on the staff notice boards
Accommodation & Hospitality Services
Accommodation & Hospitality Services
Questions?
Accommodation & Hospitality Services
Briefing Review
Kelvin
How Interesting have you found this briefing?
1. Very
2. Fairly
3. Not very
How informative have you found this briefing?
1. Very
2. Fairly
3. Not Very
Was the information presented clearly?
1. Yes
2. No
3. Most of the time
4. Some of the time
Did you understand all that was discussed?
1. Yes
2. No
3. Most of the time
4. Some of the time
Did you find the information useful?
1. Yes
2. No
3. Most of the time
4. Some of the time
Accommodation & Hospitality Services
Finally………