Accommodation & Hospitality Services Summer 2014 Staff Briefing Please turn all phones off

Accommodation & Hospitality Services

Summer 2014 Staff Briefing

Please turn all phones off


https://www.youtube.com/watch?v=VkcHgI_TIYQ














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


Updates

Kelvin


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


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


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


The Quads


Vacancies


Feedback Actions

Kelvin


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.


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.


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


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


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


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.


One Team

Kelvin


Working and supporting each other

Priority Preparation

Post Departure

One Team


Student Exit

Kelvin


Student Exit

Expectation

Change to student service

Preparing your students for departure


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


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


Contract Cleaners&

Summer Team Members

Kelvin


Summer Support

Summer Team Members

Contract cleaners

Accommodation & Hospitality ServicesAccommodation & Hospitality Services

STAFF BRIEFING – No 4

COSHH (Control of Substances Hazardous to Health)

Emilia


Your Working Day

Kelvin


Problems?Arriving at WorkCommunication

Customer ServiceLocked Out Guests

Your working day


Standards

Mike


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


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


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



Questions?


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


Finally………

Documents

Accommodation & Hospitality Services Summer 2014 Staff Briefing Please turn all phones off