Accommodation & Hospitality Services Ops Team 1 Staff meeting 30 th March 2015 Please sign all three attendance lists

Accommodation & Hospitality Services

Ops Team 1 Staff meeting

30th March 2015

Please sign all three attendance lists


News

HR

Environment

Quality Management/ ISO 9001

Accommodation Surveys

Health & Safety

AOB

Agenda


Vacancies

Domestic Assistant – 3x27.5h

Training

Development plans for summer support

Staff

Ben Jones is coming back to OPS1

Anna Milczarek is moving as an AOC to Westwood

Good wishes to Anne Bampfylde

Katherine Ryan is leaving in April

News


The current quarter runs until the 1st of April. All the nomination cards have already been collected.

The successful nominations will be announced at the next Let's Talks, week commencing 13th April, so we hope to see you all there. You can

already start nominating for the next quarter.

STAR Post Box LocationsMarlborough & Solsbury tea room

Eastwood 20/21 kitchenBrendon Court housekeeper’s office

Westwood tea roomWAC staff area

EAC (Woodland Court) kitchenEastwood housekeeping tea room

Damson Quad level 4 4.1

STAR Awards


NVQ

L3 Hospitality Supervision & Leadership Apprenticeships L2 Cleaning Apprenticeships

L2 Team Leading Apprenticeships and L2 Customer Services Apprenticeships

If anyone is interested in signing up forthe Apprenticeship programme, government

funding might still be available.

If you are interested please let us know.

Development


News


Resurfacing

Norwood AvenueConvocation Avenue

News - Campus Travel Updates


Refurbishments - Westwood Housekeeping Office- Norwood Housekeeping Office- Brendon store

- Eastwood Houses 7-11- Polden Court boiler works- Eastwood/ Westwood communal areas

News



AHS Spring Dinner Dance

The Claverton RoomsFriday 15th May

7.00pm until 1.00am

Tickets £10.00 Includes:One free drink on arrival between 7.00pm and 7.30pm

3 Course MealLive Band

DJ

Tickets on sale now and available from Anna Milczarek and Clare Cobb (150 availability)

Tickets can be purchased for guests outside of AHS


Environment


Zero Waste

Encourage students to donate unwanted items


Zero Waste

Quality Management



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.



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


Listening to your customers

An important concept in quality control is listening to the customer. The customer typically has three desires:

• They want a quality product/service.• They want it fast.• They want it cheap.

You have several ways to hear your customer:

• You can ask…(how?)• You can borrow good ideas from your competitors. • You can use a good customer relationship management (CRM) system, which is a handy tool for gathering and analysing data about customers.


Quality of our work



Quality Management System for the Accommodation and Hospitality Services Department

ISO 9001 is the international standard which will give our organisation a quality system that will provide the foundation to

better customer satisfaction, staff motivation and continual improvement.

In April 2014 we achieved for ISO 9001 Quality Management. NQA will return in May 2015 to carry out a Surveillance Visit.


Why are we doing it?

•Provides us with an efficient management process•Sets out areas of responsibility across the organisation•Communicates a positive message to staff and customers•Identifies and encourages more efficient and time saving processes•Provides continuous assessment and improvement•Create potential marketing opportunities•Can help to reduce costs

What does it mean for our customers?

• Improved quality and service• Delivery of products and services on time• Right first time attitude• Fewer complaints• Independent audit demonstrates commitment to quality





•Run in all residences•Surveys tailored to the type of accommodation and individual buildings•OPS 1 - 542 surveys completed – more than the whole Student Exit Survey 2014•Valuable customer feedback•Great ideas for continuous improvement•Vital role in Quality Management




Accommodation Surveys - self clean area




Accommodation Surveys – serviced area



Health and Safety



Electrics – Visual Checks


What does the law say?

• maintain electrical equipment if it can cause danger. • decide the level of maintenance needed according to the risk of an

item becoming faulty, and how the equipment is constructed• check periodically if any work needs doing

consider:

• the increased risk if the equipment isn’t used correctly, • isn’t suitable for the job• or is used in a harsh environment; and• if the item is not double insulated,

This includes any electrical equipment employees use at work, whether it is their own or supplied to them.


In some cases, a simple user check and visual inspection is enough, eg checking for loose cables or signs of fire damage and, if possible, checking inside the plug for internal damage, bare wires and the correct fuse.

All employees should: •look at the supply cable to the electrical equipment before they use it (user check).•look at electrical equipment before they use it (user check).•Ensure that damaged or faulty equipment is recognised and removed from use without delay


User checks

These should be carried out before most electrical equipment is used, with the equipment disconnected. Employees should look for:

•damage to the lead including fraying, cuts or heavy scuffing, eg from floor box covers;•damage to the plug, eg to the cover or bent pins;•tape applied to the lead to join leads together;• coloured wires visible where the lead joins the plug (the cable is not being gripped where it enters the plug);•damage to the outer cover of the equipment itself, including loose parts or screws;•signs of overheating, such as burn marks or staining on the plug, lead or piece of equipment;•equipment that has been used or stored in unsuitable conditions, such as wet or dusty environments or where water spills are possible; and•cables trapped under furniture or in floor boxes.



AOB

Documents

Accommodation & Hospitality Services Ops Team 1 Staff meeting 30 th March 2015 Please sign all three attendance lists