2. Accommodation & Hospitality Services Summer 2013 Domestic Staff Briefing Please turn all phones off

3. Accommodation & Hospitality Services Agenda What is Summer? 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 Competition

4. Accommodation & Hospitality Services How much does the A & H Department make from Summer Business? £1.5 Million in 2012 What does a room cost here? £25 - £66 How many eateries are there on Campus for the customer to use? 7 Do we do Bed AND Breakfast? YES Summer business? What is it?

5. Accommodation & Hospitality Services “This is a great place to stay in Bath if you don't want to spend a fortune. £60 a night compared to £189 (one-eight-nine!) being asked by Travelodge for the dates we wanted. Rooms are clean, secure, there is TV, Wi-Fi, plenty of power and there is a lift to the upper floors. Parking was £5 for our 2 day stay, compared to about £15 a day in town. The 18 bus runs to the centre of Bath every ten minutes, about £2 return and the last bus back is 3am - and if you've been out for a few beers you will no doubt find the kebab van on campus a welcome sight on your return. In the absence of a lottery win I'd definitely choose to stay here again. Friendly, helpful staff too” What the customer says: Trip Advisor

6. Accommodation & Hospitality Services Working and supporting each other Priority Preperation Post kick out One Team

7. Accommodation & Hospitality Services Student Kick out Expectation Change to student service Preparing your students for departure

8. Accommodation & Hospitality Services ZERO WASTE 2012 Totals: 56 Crates assorted cutlery 36 Crates assorted plastics 60 Crates assorted crockery 7 Crates assorted wood 16 Crates assorted glass 7 Crates heat resistant glass (saucepan lids) 34 crates of WEEE electrical goods 37 kg Books 144 BHF bags Save the Children clothing banks 802 kg Total saved from Landfill = 4150 kg

9. Accommodation & Hospitality Services Summer Support Casual Staff Contract cleaners

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

11. Accommodation & Hospitality Services Problems? Arriving at Work Communication Customer Service Your working day

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

13. 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

14. 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

15. 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

16. Accommodation & Hospitality Services Competition Information to follow

17. Accommodation & Hospitality Services Finally………