Accommodation & Hospitality Services Summer 2015 Staff Briefing Please turn all phones off

Accommodation & Hospitality Services

Summer 2015 Staff Briefing

Please turn all phones off

Today we will be covering the following

• Updates• Feedback• Summer business• 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

Restructure

Kevin and Clare are now Deputy Operation Managers

Anna, Mike & Kelvin are Team Leaders

All AAOC are, Deputy Team Leaders

Rachel Taylor will be moving Off Campus

Agnieszka will be moving on Campus

Vacancies

TL (Ops 1)DTL X2Domestic Assistant 27.5hrs (Westwood)Domestic Assistant 27.5hrs (Off campus)Domestic Assistant 36.5hrs (Off campus)Porter 36.5hrs (Grade 2) (Off campus)

New Starters

Welcome to new starters: Michelle Ryan (Woodland Court) Allan Cheeseman (Woodland Court) Kinga Krzysztofinska (Westwood) Jennifer Peard (Westwood 29.06.2015) Angela Sanders (The Quads 29.06.2015)

Refurbishments

Marlborough & Solsbury

Refurbishments

Eastwood & Westwood

You said we did

Summer Business ?

The Quads

Westwood

Brendon Court – Open UniversityPolden Court - conferences and events

Mendip/Quarry – Open UniversityWestwood Houses – Pre-sessionals

(in Derhill –Chemistry Camp, Uni taster group)Wolfson –Open University

Eastwood

Norwood – Pre-sessionalsEastwood 42-51 – hotel guests

Eastwood 1-41 – conferences, events

Woodland Court

Blocks A & B will be for conferences and events

Blocks C will be hotel guests

Blocks D & E will be Postgrad Students

John Wood Building

Will have 80 self catering bedrooms

One Team

Working and supporting each other

Priority Preparation

One Team

Envio and H&S groups

Environment Matters Structure

Charlotte Marshall

Kevin Houston Team Leader

Mike Gale AOC

The Quads

Charlotte Marshall AAOC (Solsbury)

Rachel Morton AAOC (Westwood)

Sean Foster AAOC (The Quads)

Rachel Taylor AAOC (Eastwood)

Simon Moon Porter (The Quads)

Jackie Green Domestic Assistant

(The Quads)

Allan Cheeseman General Assistant

(Solsbury)

Darren Hargreaves Porter (Eastwood)

Marek Chelstowski Porter (Westwood)

Jill Clifton Domestic Assistant

(Solsbury)

Toni Costigan Domestic Assistant

(Westwood)

TBC Domestic Assistant

(Relief Team)

Zero Waste

ZERO WASTE

2014 Totals:

9 Crates assorted cutlery29 Crates assorted plastics19 Crates assorted crockery7 Crates assorted wood11 Crates assorted glass52 crates of WEEE electrical goods29 kg Books145 BHF bags

Total saved from Landfill =2882 kg

2015 – What’s new?

Student Exit

Expectation

Change to student service

Preparing your students for departure

Contract Cleaners&

Summer Team Members

Accommodation & Hospitality ServicesAccommodation & Hospitality Services

STAFF BRIEFING – No 4

COSHH (Control of Substances Hazardous to Health)

What is C.O.S.H.H?Control Of Substances Hazardous to Health

Aim of COSHH:

To protect people against risks to their health, from immediate or delayed effects caused by the use of substances with have the potential to be hazardous to health.

What is a hazardous substance?

A substance or preparation (mixture) with the potential to cause harm if they are inhaled, ingested, or come into contact, or are absorbed through the skin

COSHH is a legal requirement:

It is present to ensure the safety in the workplace is enforced and to reduce the amount and severity of accidents involving chemicals

Hazardous Substances can take many forms and include:

•Chemical•Products containing Chemicals

•Fumes•Dusts

•Vapours•Gases

How can Hazardous Substances effect you?

Exposure by breathingOnce breathed in, some substances can attack the nose, throat or lungs

Exposure by swallowingPeople transfer chemicals from their hands to their mouths by eating, smoking etc, without washing first

Exposure by skin contactSome substances damage skin, while others pass through it

Exposure to the eyesSome vapours, gases and dusts are irritating to eyes.

C.O.S.H.H – Who is Responsible?

Everyone!

COSHH is everyone’s responsibility.

It is important that you fully understand your responsibility's – not just for your own safety but for your colleagues

What you must do:providedWear PPE provided.Look after PPE and report issues.Follow instructions/training given.Report any problems to your manager.NEVER mix chemicals unless it is a safe and authorised process.Know where washing and first-aid facilities are on site.Ensure hazardous substances are returned to the locked COSHH cabinets. Do not leave out!

C.O.S.H.H – Who is Responsible?

Everyone!

COSHH is everyone’s responsibility.

It is also important that you fully understand your Employers responsibility's

What we must do:

Assess the risk to health and identify what precautions are needed.Introduce appropriate measures to prevent or control the risk e.g, use alternative safer substances if possible.Ensure by good supervision that control measures are used and that equipment is properly maintained and procedures observed. Where necessary, monitor the exposure of the workers and carry out an appropriate form of surveillance of their health. Train employees about the risks and the precautions to be taken.

The Golden rules of Chemical Safety

AVOID personal contact with chemicals. Protect the skin and eyes. AVOID swallowing/inhaling.ALWAYS wear protective equipment (PPE). ALWAYS Follow instructions, refer to labels and safety data sheetsALWAYS replace closures on containersALWAYS store chemicals correctly and securelyALWAYS know the emergency first aid proceduresPAY ATTENTION to the particular hazards of individual chemicals.NEVER smoke, eat or drink near chemicals. Use only designated areasNEVER mix chemicals

Always treat all chemicals with respect familiarity can breed complacency

• Skin IrrationChemicals that may cause damage to healthor inflammation to the skin or other mucous membranes.

• Acute ToxicityChemicals that at low levels cause damage to health.

• Flammable LiquidsChemicals that have an extremely low flash point and

boiling point, and gases that catch fire in contact with air.

• Skin CorrosionChemicals that may destroy living tissue on contact.

• Dangerous for the environmentChemicals that may present an immediate or delayed

danger to one or more components of the environment.

Red - Bathrooms Yellow - Kitchens

Green - Bedrooms Blue - Stairs & Corridors

Blue - Porters

Cleaning Cloths & Cross Contamination

Chemical disposal – Sluice & Dirty water procedure

Your Working Day& Customer service

Problems?Arriving at WorkCommunication

Locked Out Guests

Your working day

Current Booking.com rating – 7.4

What the customers say:

BOOKING .COM

Staying at the uni was really good fun (I want to go back and go here!) - the grounds

are incredible (I had a walk in bird-filled woods before breakfast), the food really

good (smoked salmon and poached eggs for breakfast) and the accommodation

perfectly good....

, finding my room clean and fresh to my expectations, Check out was easy, attending my study days was easy as never before, shower was excellent (power shower. Best thing was the shower products - The White company products to wake you up to a refreshing day!! Just awesome experience.

The whole accommodation was splendid and I hope to enjoy the facility again

Good sized room, quiet, clean, helpful and friendly staff (when you could find them).

Good Customer service starts and ends with you :

• Ask don’t Tell “Do you mind waiting while I find out for you”

• Never end an interaction with a negative - (I can’t)

• Watch your body language

• Do something extra Under promise and OVER DELIVER

• Develop an “attitude of gratitude” - Attitude is infectious

• Treat you customer how you would like to be treated.

Listen, care, and act.

Its OK to say “I Don’t Know”. As long as…

1. You follow up with “but I will find out for you!”2. Follow through and Follow up

You have shown the customer respect and they will respect you

Good Customer service starts and ends with you :

Good Customer service requires:

• Smile

• Eye contact

• Undivided attention

• Body language

• Match the talk

• Take pride

How to handle customer complaint in 6 steps

1. Listen carefully to what the customer has to say, and let them finish.

2. Ask questions in a caring and concerned manner.

3. Put yourself in their shoes.

4. Apologize without blaming.

5. Ask the customer, "What would be a good solution to you?“

6. Solve the problem, or find someone who can solve it— quickly!

Standards

AREA TASK

BIN Remove all rubbish, wipe out bin, replace bin liner (inc recycling bin)

BED Strip bed, clean under bed, bed base, legs and under bed storage unitFURNITURE Use a high level duster to remove cobwebs

Wipe over all furniture including drawers, wardrobe and storage above bedClean desk and desk chair including chair base and desk lampWipe over TV, front and backWipe over all skirting boards and walls including at the end of the bed

WINDOW(S) Clean any marks off the interior glass, wipe around frame and blindsDOORS(S) Wipe over all door and frames

RADIATOR Wipe over all radiators and pipesMIRROR Clean and polish mirror

BED Make the bed with fresh linen, add 1 towel and toiletriesFLOOR Vacuum and mop floor - remember under the bed

BIN Remove all rubbish, wipe out bin and replace bin liner with newTOILET Scrub bowl with toilet brush

Wipe down seat, lid and exterior of bowlClean grey unit behind toilet and ledge, wipe and polish toilet roll holder

SHOWER Clean and rinse shower head, controls, screen, tiles, tray, soap dish + empty drainWipe + buff shower head, controls, screen, tiles, tray, drain cover and soap dishClean extractor fan

SINK Clean sink, taps, plug, glass shelf + under sink storage drawerClean towel rail + shaving light

MIRROR Clean and polish mirrorDOORS(S) Wipe over door and frame

TOILETRIES Replenish flexi tumblers and toilet roll(s)FLOOR Deck scrub and mop bathroom floor

PLEASE SHUT ALL WINDOWS AND LOCK THE DOORPLEASE REPORT ANY MAINTENANCE ISSUES TO A SUPERVISOR

Colour denotes type of cloth/mophead to use

THE QUADS STUDENT DEPARTURE CLEAN

EQUIPMENT TO BE USEDLambswool duster

Blue and red cleaning clothsMop heads

RagsWindow/glass cleaner

JontecSani Cid

3 Way Toilet cleaner Sprint

Vacuum cleanerMop, bucket + deck scrubber

BEDROOM PHOTO

ACCOMMODATION OFFICE TELEPHONE NUMBERDawn - 01225 383699 Charlotte - 01225 384202 Gemma - 01225 383043

Colour denotes type of cloth/mophead to use

StandardsWoodland Court Commercial 30-May-15

Room Number Supervisor Bed

r + sk

irting

CommentsW2B3.10W2C1.01W2C1.02W2C1.03W2C1.04W2C1.06W2C1.07W2C1.08W2C1.09W2C1.10W2C1.11W2C1.12W2C1.14W3B3.10W3C1.01W3C1.02W3C1.03W3C1.08W3C1.10W3C1.11W3C1.12W3C1.13W3C1.14

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?

Cables hidden.Phone connected.

Bed made and all requirements present.

Blinds and curtains open.

Mirrors smear free

Toilet seat down

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

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

Questions?

Accommodation & Hospitality Services Summer 2015 Staff Briefing Please turn all phones off

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