Accommodation & Hospitality Services West & East B All Staff Briefing Please turn all phones off

Accommodation & Hospitality Services The Quads Working groups Health & Safety HR Toolbox Talk: Personal Safety Toolbox Talk: Quality Management Environmental Financial Agenda

Accommodation & Hospitality Services The audit took place at the beginning of April. We achieved a further 3 years certification. We will continue to be monitored with a follow up visit in about 12 months time. ISO 9001

Accommodation & Hospitality Services The Quads - Update

Accommodation & Hospitality Services Recruiting for the Quads How are we recruiting? Adverts on buses, bus stops & radio University job page Open days What are we looking for: 27.5 hour Domestic Assistants 36.5 hour Porters 36.5 hour Assistant Accommodation Operation Coordinators

Accommodation & Hospitality Services The Quads

Accommodation & Hospitality Services The Quads

Accommodation & Hospitality Services The Quads

Accommodation & Hospitality Services The Quads

Accommodation & Hospitality Services The Quads

Accommodation & Hospitality Services The Quads

Accommodation & Hospitality Services Summer Planning Student Departure video

Accommodation & Hospitality Services Please can you keep your details, phone numbers, addresses etc, up to date on iTrent iTrent

Accommodation & Hospitality Services Staff moves to the Quads What has changed this month?

Accommodation & Hospitality Services Working groups Chemical review working group Emilia Davies Shirley Vicker Rachel Taylor Wendy Brooke Wendy Sowden Marlene Hinge Barbara Zwonik

Staff Rep Forum Accommodation & Hospitality Services

The Vice Chancellor’s return visit

Accommodation & Hospitality Services Other Accommodation Team News: 2 AAOC’s have been appointed. Sam Garner will be based in Eastwood. Helen will be in East Team Dave Roberts became a dad to baby Isabelle on 9 th April. Sara Hickman retired from the University on Friday 11 th April.

Health & Safety Accommodation & Hospitality Services

Toolbox talk: Personal Safety

Accommodation & Hospitality Services STAFF BRIEFING – No 8 Personal Safety

Accommodation & Hospitality Services Any employee who is physically assaulted, threatened or verbally abused in the course of their work should report this to their manager and via the University’s incident/accident form. If you believe that you are in a serious situation or in imminent danger then you should move immediately to a place of safety and inform your line manager/colleague. Do not wait for the situation to deteriorate before taking action.

Accommodation & Hospitality Services OPENING OF WORK PLACE Be alert. If you see a broken window, signs of forced entry, or insecure door - assume that someone is on the premises. Go to a safe place and telephone security immediately. Inform your line manager if necessary Do not go enter the workplace until the police arrive EMERGENCIES ONLY: 666 (internal) (external) NON-EMERGENCIES: 5349 (internal) (external)

Accommodation & Hospitality Services CLOSING OF WORK PLACE Check the premises are secure before you leave. Look outside to check that no one is hanging around. If you see someone prowling or lurking outside, do not go out alone to check, stay inside and telephone security. If you are usually collected by car, wait until it arrives before going out. Similarly, if you are travelling by public transport, do not leave the workplace so early that you have to wait a long time for the bus or train. Try to support any colleague who has to close up a building, for example after a late meeting, by staying with them until you can leave together.

Accommodation & Hospitality Services Lone Working Lone workers are those who work by themselves without close or direct supervision. For example: People working alone in premises who work from home, working separately from others, working outside normal hours, Service workers, eg rent collectors, postal staff, social workers, home helps, doctors, district nurses, pest control workers, drivers, engineers, architects, estate agents, sales representatives and similar professionals visiting domestic and commercial premises Working alone is not in itself against the law, and it will often be safe to do so. However, the law requires employers and others to think about and deal with any health and safety risks before people should be allowed to work alone. Employees have responsibilities to take reasonable care of themselves and other people affected by their work activities and to co-operate with their employers in meeting their legal obligations.

Accommodation & Hospitality Services Using good Customer Service to avoid conflict When dealing with a customer, remember, what may appear to be a trivial matter to you, may be perceived by them as a real crisis – try to respect their feelings and show concern. Try not to keep people waiting Be honest and explain what action is being taken If appropriate excuse yourself and get a manager Be polite but firm Do not criticise the customer or another member of staff Avoid unfriendly gestures Remain alert and keep an escape route handy Try to stay calm and avoid becoming frightened or nervous Maintain the conversation to keep the customer engaged

Accommodation & Hospitality Services DEALING WITH VIOLENT AND AGGRESSIVE CUSTOMERS DO Remain calm Give your full attention Ask what is wrong Listen Acknowledge their anger Agree if appropriate Be honest Do what you say you will do Seek assistance DON’T Take it personally Patronise, ridicule or belittle Tell them to ‘calm down’ Leave them alone for long periods Allow a ‘public scene’

Accommodation & Hospitality Services Do you know if this person has a history of violence? Is the person being verbally abusive or suspiciously quiet? Has the person threatened violence to you or a colleague? Does the person appear to have a mental health problem? Does the person appear to be under the influence of drink or drugs? Is the body language hostile or aggressive? Are there sufficient members of staff nearby available to help you if the situation becomes difficult? Are you remote from any access to the panic alarm system or other support? Do you feel uncomfortable with the situation? If you answered yes to most of the above then do something about it by either moving to a safe place or calling for assistance. Do not put up with the situation or let it develop. ASSESS THE RISK

Accommodation & Hospitality Services Questions Do you have any questions? Joe starts to experience regular verbal racial abuse from a fellow worker. What action should he take? A Ignore it. B Report it to his supervisor. C Retaliate against it. D Request an internal transfer. Is it right to use self defence? When should I call my manager, if at all? At what point should I call security?

Accommodation & Hospitality Services STAFF BRIEFING – No 15 ISO Quality Management

Accommodation & Hospitality Services What is Quality? Quality management is an organisation-wide approach to understanding what customers need and continuously providing for these needs within budget, on time and with the minimum impact to society, environment etc. In short it is the act of overseeing all activities and tasks needed to maintain a desired level of excellence, no matter what the product or service that your organisation delivers.

Accommodation & Hospitality Services Why Manage Quality? The effective management of quality not only creates value for an organisation and its stakeholders but also manages its exposure to and can make the difference between And

Accommodation & Hospitality Services Customer focus - Delivering customer value while anticipating the future and new markets (Customer service, planning and marketing) Leadership and business results - Providing vision and direction, gaining commitment and achieving collective results (strong leadership) People and organisational culture - Delivering maximum value through development and involvement of individuals working in a productive organisational culture (positive culture for staff) Systems thinking - Managing interrelated processes with an integrated approach (enabling everybody to work together) Business process management - Delivering results through business processes to increase efficiency (Working faster, leaner and more efficiently) Fact-based decision making - Ensuring good decision making by using accurate data and facts Continual improvement - Making performance improvement a perpetual objective Suppliers and partners - Maintaining mutually beneficial relationships to enable value creation Quality - the fundamentals

Accommodation & Hospitality Services The quality policy is: A formal statement from management linked to business & marketing plan and customer needs. Quality Management Policy It should be: Understood and followed at all levels and by all employees. Each employee has measurable objectives. Decisions made about the quality system based on recorded data. Regularly audited and evaluated. And ensure: The business determines customer requirements. The business communicates with customers about product information, inquiries, contracts, orders, feedback, and complaints. When developing new products, the business plans the stages of development, with appropriate testing at each stage. The business regularly reviews performance through internal audits and meetings. The business determines whether the quality system is working and what improvements can be made. It has a documented procedure for internal audits. The business deals with past problems and potential problems. It keeps records of these activities and the resulting decisions, and monitors their effectiveness. The business has documented procedures for dealing with actual and potential non-conformances. ISO 9001: Summary in informal language

Accommodation & Hospitality Services That’s all very good but what really does it have to do with me? I’m only…

Accommodation & Hospitality Services An important concept in quality control is listening to the customer. Although this task seems pretty simple (can't you just ask?!), you may find that your customers don't know exactly what they need, or they can't articulate their needs. The customer typically has three desires: They want a quality product/service. They want it fast. They want it cheap. Of course, in the real world, consumers seldom get all three, so you need to identify what's most important to your customers, and you need to make sure you satisfy those needs. You have several ways to hear your customer: You can ask…(how?) You can borrow good ideas from your competitors. Don't be afraid to use good ideas, no matter where you find them. You can use a good customer relationship management (CRM) system, which is a handy tool for gathering and analysing data about customers. Listening to your customers

Accommodation & Hospitality Services

The old management saying "You can't manage what you can't measure" rings especially true in quality control. A good measurement system helps you to know where you've been and where you're going. Customers typically require that you measure certain attributes of your product or service against their specifications. Determine what to measure, how to measure it, and when to measure it. Employee training is critical to ensure that everyone involved in your process measures the same specifications in the same way. You also need to collect data in a usable format so that you can analyse it to determine the effectiveness of your quality process. The effectiveness of your quality process is directly related to the quality of your data collection and analysis process. If you don't have good data, you can't make good decisions. Measuring your quality

Accommodation & Hospitality Services The most common way to analyse the data you collect is to use statistics. Statistics serve many purposes within quality control: Statistics allow you to determine which processes or parts of processes are causing your company the most problems (by using the 80/20 rule — 80% of your problems are caused by 20% of what you do). You can use statistics for sampling so that you don't have to test 100% of the items you make. Statistics can help you spot relationships between the values you measure — even if the relationships aren't obvious. They also allow you to identify small variations in your process that can lead to big problems if you don't correct them. Evaluating your quality

Environmental Zero Waste Accommodation & Hospitality Services

Financial How much have we spend on maintenance in March 2014? How much have we spent in Westwood …….. £ How much have we spent in Eastwood …….. £ How much have we spent in Norwood…….. £ How much have we spent in the Lodge…….. £ How much have we spent in Osborne…….. £ How much have we spent in Polden…….. £886.12