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

Accommodation & Hospitality Services https ://w ww.y outu be.c om/ watc h?v =Vk cHgI _TIY Q

Accommodation & Hospitality Services 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

Accommodation & Hospitality Services Updates Kelvin

Accommodation & Hospitality Services 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

Accommodation & Hospitality Services Front of house change WAC- Is now student accommodation only EAC- 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

Accommodation & Hospitality Services Refurbishments Marlborough & Solsbury Court Eastwood 1-19 Canal Whalf

New Dates - E block- 16 th June - D block- 27 th June - B block- 22 nd August - A + C block- 12 th Sept How does this affect the summer business? Quakers Gwent Police (Bank Holiday Weekend) Summer Schools Accommodation & Hospitality Services The Quads

Accommodation & Hospitality Services Vacancies

Accommodation & Hospitality Services Feedback Actions Kelvin

Accommodation & Hospitality Services We asked - Did you have all the information needed to do you job well? You answered Always 10 Most of the time23 Sometimes11 Rarely4 Never3 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.

Accommodation & Hospitality Services 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.

Accommodation & Hospitality Services 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

Accommodation & Hospitality Services We asked Do you feel like part of the team? You answered Always10 Most of the time12 Sometimes20 Rarely6 Never3 We have been holding group 1-1 and these will be continuing over the summer with the summer team members

Accommodation & Hospitality Services Summer Business ? Julie

What is your favourite flavour ice-cream? 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.£800,000 2.£2,400,000 3.£1,800,000 4.£3,600,000

What does a room cost here? 1.£15-£24 pppn 2.£25-£66 pppn 3.£66-£99 pppn

How Many Eateries are there on Campus?

Do we provide Bed & Breakfast? 1.Yes 2.No

Accommodation & Hospitality Services 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.

Accommodation & Hospitality Services One Team Kelvin

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

Accommodation & Hospitality Services Student Exit Kelvin

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

Accommodation & Hospitality Services Zero Waste Mike

How many crates of cutlery did we collect?

How many crates of glass did we collect?

What was the total waste we saved from landfill? kg kg kg

Accommodation & Hospitality Services ZERO WASTE 2013 Totals: 13 Crates assorted cutlery 49 Crates assorted plastics 56 Crates assorted crockery 3 Crates assorted wood 43 Crates assorted glass 43 crates of WEEE electrical goods 46 kg Books 158 BHF bags Save the Children clothing banks 561 kg Total saved from Landfill =5649 kg

Accommodation & Hospitality Services Contract Cleaners & Summer Team Members Kelvin

Accommodation & Hospitality Services Summer Support Summer Team Members Contract cleaners

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

Accommodation & Hospitality Services Your Working Day Kelvin

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

Accommodation & Hospitality Services Standards Mike

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 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 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

Questions?

Accommodation & Hospitality Services 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

Accommodation & Hospitality Services Finally………