2017Summer Programs Annual Report

Each summer, University Housing staff deliver a coordinated effort to care for our guests and campus partners. We welcome many who are first-timers on campus, helping them at the eight hall desks to navigate successfully while they stay with us. Housekeeping and maintenance ensure clean and safe facilities, while our technology team improves wifi and provides quality computer services.

Feedback from our adult guests’ rate convenience, price, air conditioning, and internet service at the top of their rankings for University Housing’s 15 residence halls. Friendly and helpful frontline service in the residence halls and dining marketplaces enhances everyone’s experience. Customers of all ages enjoy a variety of fresh foods within six conveniently located dining marketplaces. University Housing’s commitment to excellent customer service has shown high retention rates for summer programs and steady satisfaction ratings on surveys year after year. We are pleased to have served over 20,000 satisfied customers in summer 2017.

125We had a total of

Summer Programs

LETTER FROM DIRECTOR OF CONFERENCE SERVICES

Sharon SeagrenDirector of Conference Services

“You guys rock it, from the admininstration, to logistics, to the cleaning, and maintenance people. I never have to worry when I put people up with UW Housing.”- Kim Kreiger, Ice Cube Boot Camp

Summer 2017 Staff (left to right): Front Row: Tom, Mackenzie, Jenna; Back Row: Sharon, Faye, Rose, Stephanie, and Helen

1 2

SUMMER EXPERIENCEDIVISIONAL TEAMWORK EQUALS SATISFIED CUSTOMERS

SUMMER PROGRAMSNUMBERS AT A GLANCE

8,169 Youth Residents

Commuters

SOAR Students and Parents

Adult Conference Residents

6,288

3,276

2,557

20,290Summer Program Guests

August2,068

July10,759

June7,36697

May

Guests Per Month

Our guests stayed for a total of 73,316 bed nights.

73,31643 Sports programs served 6,003 guests, 570 guests more than the

previous summer.

6,00324 Pre-college programs served

2,493 guests.

2,493

“Tom in Conference Services was amazing! Thank you so much for the way you took care of 250 CUNA Management School folks!” – Adult Guest

Summers are busy in University Housing, with welcoming over 20,000 guests. It takes a team from across the entire Division to provide an outstanding guest experience.

CONFERENCE

SERVICES

Rooms assigned for guests

Buses coordinated for events in 30

programs

Online reservations managed

Conference Services acts as the liaison with campus programs and Housing departments to coordinate management of summer service plans.

Program contracts and welcome

materials

5,717307125 4,3002,363 6,360Bookings for

meeting & event spaces

Guest experience surveys distributed

43

$163,44714 New programs generated

$163,447 in revenue.

Highlights

New Revenue Pre-College Programs Sports Programs Bed Nights

“The omelets, breakfast egg sandwiches, and french toast was superior! Rheta’s was also excellent in quality and selection.” – Conference Guest

“The catering was great overall and well received by all. Thank you!”– Association for Biology Laboratory Education, Faculty

DINING &

CULINARY

SERVICES

Housing Catering creates delicious food for any event.

CATERING SERVICES

Dining & Culinary Services provides clean, and safe dining marketplaces filled with fresh, delicious food selections.

71,234Breakfasts served

64,525Lunches served

60,072Dinners served

389Catered Events Including... Banquets/Receptions Cookouts Break Service

Buffets Check-in Beverages Pizza Parties/Ice Cream SocialsBoxed Meals

5 6

4,128Additional guests served

525Guests received assistance

from our dietician

Highlights

Carson’s (6 weeks)Four Lakes (10 weeks)Gordon (10.5 weeks)Liz’s (3 weeks + Brkt 3 weeks)Newell’s (2 weeks)Rheta’s (5 weeks)

31,29362,69862,49522,321

1,46315,561

Meal Plan By Unit Total Guests

“The front desk staff were all very helpful and polite. All our meeting attendees had a positive experience. Thanks very much for your hospitality!” – Emma Ertinger, National Sustainable Agriculture Coalition

“University Housing accommodations have been great each year I have used them.”– Annual Adult Conference Guest

Highlights

DESK

SERVICES

Desk Services ensures every residential guest is welcomed, has all their questions answered, and has an easy check-in/out.

Facilities Staff guarantee a safe, clean, and comfortable environment for guests.

Technology Services handles every computer, internet, cable, and AV need with ease. Internet speed and reliability were in our top three rated services by adult conference guests.

TECHNOLOGY SERVICES

RESIDENCE HALL FACILITIES

470Audio and visual

requests

850In-room wireless access

points installed New televisions were prepared for guest rooms

850

FACILITIES STAFF INVENTORIED AND PROVIDED

Pillowcases

92,326Sheets

150,625

Events were assisted by facilities unloading vehicles for check-in &

checkout

62

Bedspreads

13,452Blankets

34,161

Guest rooms were inspected & serviced for

maintenance

3,960

Air conditioners were installed

2,800

Highlights

Highlights

87

Customer service was HIGHLY rated in checking-in and welcoming guests

1,800Convenience items were checked out

55Students staffed 8 desks

Housing technology centers were used 13,000 times

13,000

143, 755 BATH LINENS LAUNDERED

Hand Towels Bath TowelsWashcloths

GLOBAL OUTREACHWELCOMING GUESTS FROM ALL AROUND THE WORLD

“I had a great time. It was my first time in a dorm setting and it was wonderful!”– Adult Guest

“UW-Madison is great! Customer Service A+” – Graduate School of Banking Student

2%

93%

<1% <1%<1%

3%

<1%New Zealand

<1%The Carribean

OF

9

Asia

Africa

North America

South America

Europe

China India

Japan Mongolia Singapore

South Korea Taiwan

BrazilCosta Rica

Australia New Zealand

Austria Belgium Croatia

Denmark Finland France

Germany Israel Italy

Netherlands United Kingdom

Canada Mexico

United StatesThe Carribean

Egypt Liberia Nigeria

Australia

10

This summer we welcomed over 2,300 guests from 29 countries and 49 states.

FUTURE BADGERS TRY HALL LIFE SOAR HOUSING SERVED 3,276 STUDENTS & FAMILIES

“Housing has one of the most customer-centric group of employees I have encountered. They go above and beyond when it comes to event planning and execution!” – Program Sponsor

Housing partners with the Summer Orientation, Advising, and Registration program to welcome freshmen, transfer students, and their guests to campus. While at UW-Madison, they learn about Housing dining options, what to expect from living in a residence hall, and where to find valuable resources for success.

About 25% of those registering for SOAR also stayed in either Smith or Waters Hall and had breakfast in a Housing marketplace. New this summer, the Gordon Dining and Event Center hosted dinner and the resource fair during four days in July.

For more information regarding SOAR, please visit soar.wisc.edu.

PHILLIPS43

COLE 559SULLIVAN 919

LEOPOLD 347

TRIPP 162

ADAMS 144SLICHTER 149

WATERS 2,508

3,291SELLERY 1,455SMITH1,863OGG

CHADBOURNE 1,105BARNARD 284

KRONSHAGE 660

BRADLEY

DEJOPE

284

513

WHERE OUR GUESTS STAYEDGUEST BREAKDOWN BY RESIDENCE HALL

1211

Every summer, our residence halls and dining units serve thousands of guests as a part of the Wisconsin Idea, a commitment to public service which goes beyond the traditional academic experience. Our staff work with many campus partners to provide a warm welcome and memorable experience. From pre-college academic and sports camp participants, domestic and international professionals, parents attending orientation with incoming students, to senior citizens involved in life-long learning, we aim to provide the highest level of service at affordable prices.

From the time you arrive through the time you depart, our staff is here to meet your needs. Whether you are here for one night or for many weeks, we hope our guests have all the amenities and comforts of home.

On Wisconsin!

Jeff NovakDirector of University Housing

(608) 262-5576 • conferenceservices@housing.wisc.eduwww.housing.wisc.edu/conferenceservices

Author: Sharon SeagrenGraphic Design: Sarah Barnes & Anna Soboleva

Photography: Kate Feldt & Joel Ninmann, University Housing; Moments Photography

Care

OptimismCreativity

RespectIntegrity

Stewardship

Excellence

LETTER FROM DIRECTOR OF UNIVERSITY HOUSING FOUNDATION TO THE SUCCESS OF SUMMER PROGRAMS

OUR CORE VALUES

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“Housing had amazing customer service from everyone I’d encountered!”

- 2017 Conference Guest