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

Accommodation & Hospitality Services 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

Accommodation & Hospitality Services 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

Accommodation & Hospitality Services Vacancies TL (Ops 1) DTL X2 Domestic Assistant 27.5hrs (Westwood) Domestic Assistant 27.5hrs (Off campus) Domestic Assistant 36.5hrs (Off campus) Porter 36.5hrs (Grade 2) (Off campus)

Accommodation & Hospitality Services New Starters Welcome to new starters: Michelle Ryan (Woodland Court) Allan Cheeseman (Woodland Court) Kinga Krzysztofinska (Westwood) Jennifer Peard (Westwood ) Angela Sanders (The Quads )

Accommodation & Hospitality Services Refurbishments Marlborough & Solsbury

Accommodation & Hospitality Services

Refurbishments Eastwood & Westwood

Accommodation & Hospitality Services You said we did Anna

Accommodation & Hospitality Services Summer Business ?

Accommodation & Hospitality Services The Quads

Accommodation & Hospitality Services Westwood Brendon Court – Open University Polden Court - conferences and events Mendip/Quarry – Open University Westwood Houses – Pre-sessionals (in Derhill –Chemistry Camp, Uni taster group) Wolfson –Open University

Accommodation & Hospitality Services Eastwood Norwood – Pre-sessionals Eastwood – hotel guests Eastwood 1-41 – conferences, events

Woodland Court Accommodation & Hospitality Services Blocks A & B will be for conferences and events Blocks C will be hotel guests Blocks D & E will be Postgrad Students

Accommodation & Hospitality Services John Wood Building Will have 80 self catering bedrooms

Accommodation & Hospitality Services One Team

Accommodation & Hospitality Services Working and supporting each other Priority Preparation One Team

Accommodation & Hospitality Services Envio and H&S groups

Accommodation & Hospitality Services

Zero Waste

Accommodation & Hospitality Services ZERO WASTE 2014 Totals: 9 Crates assorted cutlery 29 Crates assorted plastics 19 Crates assorted crockery 7 Crates assorted wood 11 Crates assorted glass 52 crates of WEEE electrical goods 29 kg Books 145 BHF bags Total saved from Landfill =2882 kg

2015 – What’s new? Accommodation & Hospitality Services

Student Exit

Accommodation & Hospitality Services Student Exit Expectation Change to student service Preparing your students for departure

Accommodation & Hospitality Services Contract Cleaners & Summer Team Members

Accommodation & Hospitality Services STAFF BRIEFING – No 4 COSHH (Control of Substances Hazardous to Health)

AHS What is C.O.S.H.H? C ontrol O f S ubstances H azardous to H ealth 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

AHS Hazardous Substances can take many forms and include: Chemical Products containing Chemicals Fumes Dusts Vapours Gases

AHS How can Hazardous Substances effect you? Exposure by breathing Once breathed in, some substances can attack the nose, throat or lungs Exposure by swallowing People transfer chemicals from their hands to their mouths by eating, smoking etc, without washing first Exposure by skin contact Some substances damage skin, while others pass through it Exposure to the eyes Some vapours, gases and dusts are irritating to eyes.

AHS 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:  provided  Wear 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!

AHS 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 AHS 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 sheets ALWAYS replace closures on containers ALWAYS store chemicals correctly and securely ALWAYS know the emergency first aid procedures PAY ATTENTION to the particular hazards of individual chemicals. NEVER smoke, eat or drink near chemicals. Use only designated areas NEVER mix chemicals Always treat all chemicals with respect familiarity can breed complacency

AHS Skin Irration Chemicals that may cause damage to health or inflammation to the skin or other mucous membranes. Acute Toxicity Chemicals that at low levels cause damage to health. Flammable Liquids Chemicals that have an extremely low flash point and boiling point, and gases that catch fire in contact with air. Skin Corrosion Chemicals that may destroy living tissue on contact. Dangerous for the environment Chemicals that may present an immediate or delayed danger to one or more components of the environment.

Accommodation & Hospitality Services

AHS

Red - Bathrooms Yellow - Kitchens Green - Bedrooms Blue - Stairs & Corridors Blue - Porters Cleaning Cloths & Cross Contamination

AHS Chemical disposal – Sluice & Dirty water procedure

Accommodation & Hospitality Services Your Working Day & Customer service

Accommodation & Hospitality Services Problems? Arriving at Work Communication Locked Out Guests Your working day

Accommodation & Hospitality Services 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).

Accommodation & Hospitality Services 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.

Accommodation & Hospitality Services 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 :

Accommodation & Hospitality Services Good Customer service requires: Smile Eye contact Undivided attention Body language Match the talk Take pride

Accommodation & Hospitality Services 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!

Accommodation & Hospitality Services Standards

Accommodation & Hospitality Services Standards

Accommodation & Hospitality Services Standards

Accommodation & Hospitality Services What Service will you be expected to provide? Back to Back Departure Clean Service Service with linen 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 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 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 Questions?