2. Accommodation & Hospitality Services Summer Team Members Induction 2014 Please turn all phones off

3. Accommodation & Hospitality Services Agenda 10am-11am – Information 11am 12 Noon – Orientation 12.00-12.30 – Lunch 12-30 – 1pm – Joblink / HR 1pm – 4 pm Practical Training

4. Accommodation & Hospitality Services At the end of the session you will know… Who we are Key information like pay dates contact, numbers etc What to wear How to ensure you are paid How to know when your working What to do with left property Child Protection & Safeguarding Policy Health & Safety Your way round campus About the city team How to clean a room with Practical Training

5. Accommodation & Hospitality Services The Accommodation Team Accommodation Operations Coordinators Mike Gale The Quads Kelvin Bateson- Keys Woodland Court Marlborough Court Solsbury Court Emilla Davies Eastwood Houses Norwood Osborne The Lodge Julie Hill Westwood Houses Polden Court Quarry Mendip Wolfson Brendon Cotswold Academic Agnieszka Kepska Vacancy Gemma Coombs Kim Escott Debbie Escott Helen Park Rachel Taylor Sam Garner Vacancy Rachel Morton Anna Milczarek Kamil Garstka West Team East Team Assistant Accommodation Operations Coordinators Clare Cobb Kevin Houston

6. Accommodation & Hospitality Services On Camps Accommodation West Team East Team

7. Accommodation & Hospitality Services City Team Thornbank John Wood Carpenter House Pultney Court Clevelands & Canal Wharf

8. Accommodation & Hospitality Services How much does the A & H Department make from Summer Business? £2.4 Million in 2013 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?

9. Accommodation & Hospitality Services General Information

10. Accommodation & Hospitality Services Pay Day Pay day is the 25 th of each month, As you were all told in your interviews depending on start date and the speed of the paper trail you might not be paid until July 25th. Booking Time off/Holiday Please give as least a weeks notice for a requests for time, this will ensure the rotas go out with correct information. Pay Slips Will now be available on Line via iTrent – you will be instructed when you can visit the Library to get you user name and password. (If you are a bath student you will all ready have this) Break Times ½ hour unpaid lunch break for shifts that are longer than 5 hours. Your supervisor will inform you of the time. If you need to leave your work area during this time, you must sign in and out. Otherwise, breaks should be taken in the designated staff areas.

11. Accommodation & Hospitality Services Smoking Policy The University is a non smoking Campus, you must use the designated smoking areas. Mobile phones Mobile phones are not permitted to be used while you are working, unless it is an emergency. Parking on campus Parking space is limited, and car users are generally charged for using university car parks and/ or required to display an official permit in the vehicle. Applications for permits should be made to the Parking Office or University Reception. VEHICLES WITHOUT A VALID PERMIT WILL BE CLAMPED & FINED

12. PAY

15. Accommodation & Hospitality Services Please ensure you hand in your timesheets by the dead line dates below Any delays in submitting timesheets will result in payment delays in being paid Monday 9th June Monday 16th June Monday 23rd June Monday 30th June Monday 7th July Monday 14th July Monday 21st July Thursday 31st July Monday 4th August Monday 11th August Monday 18th August Monday 25th August Monday 1st September Monday 8th September Monday 15th September Monday 22nd September Monday 29th September

16. Accommodation & Hospitality Services From 1 May any Casual Worker aged between 22 and state pension age who earns more than £786 in any month will be automatically enrolled into the People’s Pension. If people do not wish to be part of the scheme they have the option to opt out. Any Casual Worker between the ages of 16 and 75 can elect to join the People’s Pension from that date. This decision follows the Governments introduction of Pension Reform, commonly known as Auto-enrolment. To find out more visit either thepeoplespension.co.uk or Search on the university website for Pensions auto-enrolment Pension

17. Accommodation & Hospitality Services Policies

18. Accommodation & Hospitality Services Appropriate Dress Please make sure you wear the uniform provided. Jewellery must be kept to a minimum. Only stud earrings to be worn. Long hair must be tied back at all times. Always wear closed toe shoes. Check that you have no loose ties, scarves, jewellery or any other clothing or articles that could possibly get trapped in machinery. PPE

19. Accommodation & Hospitality Services Key Policy All keys and key cards are collected from your AOC/AAOC Office. All keys must be signed for. The keys are your responsibility and must not be given to anyone else - please ensure that all keys you have signed out are kept on your person. All keys must be signed back in at the end of each shift. Any keys that go missing must be reported to your AOC immediately.

20. 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. Left Property Policy

21. 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

22. Accommodation & Hospitality Services Communication

23. Accommodation & Hospitality Services What the customer says: “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” Trip Advisor

24. Accommodation & Hospitality Services Most common customer complaints you are likely to get this summer “Quality of facilities or services” “The rooms are too small” “Kitchens/bathrooms not clean enough” DO Give an explanation where you can. If you can’t give an explanation, either point out a supervisor or other member of staff who can, or tell them you will find out and ask if they can come back to you in 5/10 minutes. DON’T Say ‘Sorry, I’m just a casual worker I can’t help you’ Offer to find out and then not go back to them. Follow the problem through. Accept rudeness or aggressiveness. Be polite but firm. All guests are given a customer feedback questionnaire at the end of their stay.

25. Accommodation & Hospitality Services Communication

26. Accommodation & Hospitality Services Communication Health and Safety

27. Accommodation & Hospitality Services Assess the load. Don’t lift or handle more than can be easily managed. Keep the load close to the waist. Adopt a stable position. Get a good hold. Start in a good posture. Manual Handling Don’t flex the back any further while lifting. Avoid twisting the back or leaning sideways, Keep the head up when handling. Move smoothly. Put down, then adjust.

28. Accommodation & Hospitality Services Incident and Accident Reporting Report any accidents/incidents, however small, to your AOC/AAOC as soon as duly possible, who will then complete an online accident/incident form. Appropriate action will then be taken. ALWAYS: - Report ALL accidents, incidents and near misses, no matter how trivial they may seem to you. - Report any misconduct or violence at work. If in doubt, report it!

29. Accommodation & Hospitality Services What should I do if I discover a fire? Firstly raise the alarm Shut doors behind you Leave the workplace by the nearest safest route Report to the fire assembly point Do not re-enter the building until told to do so by the Fire Services

30. Accommodation & Hospitality Services COSHH Control Of Substances Hazardous to Health Do.. Wash your hands often Check the labels Speak to a supervisor if unsure about chemical or working practice Wear PPE provided Report cuts/scrapes and have them attended to Store products safely Don't.. Mix products – no matter what they are Mistreat the PPE you are given Allow access to unauthorised personnel.

31. Accommodation & Hospitality Services Toxic / Very Toxic May cause serious health risk or even death if inhaled, ingested or penetrates the skin Wear suitable protective clothing, gloves and eye/Face protection First Aid After contact with skin, wash immediately with plenty of water. In case of contact with eyes, rinse immediately with plenty of water and seek medical advise Corrosive Contact with skin may cause destruction of living tissues and therefore burn. Wear suitable protective clothing, gloves and eye/Face protection. First Aid Immediately take off contaminated clothing In case of contact with skin, wash immediately with plenty of water In case of contact with eyes, rinse immediately for 15 minutes with plenty of water and seek medical advise Harmful – May cause limited health risk if inhaled, ingested or if it penetrates the skin. Irritant – May cause inflammation and irritation on immediate, repeated or prolonged contact with the skin, or if inhaled Do not breath vapour/spray /dust Avoid contact with skin Wash thoroughly before you eat. Drink or smoke First Aid In case of contact with eyes, rinse immediately with plenty of water and seek medical advise Flammable At the risk of igniting, creating fire hazard: Do not smoke or use any naked flames when working with flammable substances Keep container sealed where possible to prevent flammable vapours escaping Emergency Procedure In the event of a fire, follow appropriate emergency procedure

32. Accommodation & Hospitality Services Red Bathrooms YellowKitchens GreenBedrooms BlueStairs & Corridors Sprint 200 Jontec 300 D2 Sani Cid

33. Accommodation & Hospitality Services Standards

34. Accommodation & Hospitality Services GUEST ARRIVAL & DEPARTURE TIMES Your supervisor will advise you as to what time guest bedrooms and kitchens need to be ready for arrivals. From time to time it is agreed that guests can arrive earlier. This will be communicated to you through your work schedule along with the agreed time of arrival. Check out time is 10am. From time to time it is agreed that guests can check out later. This will be communicated through your work schedule along with the agreed departure time.

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

36. 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

37. Accommodation & Hospitality Services Finally………