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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 X2Domestic 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 29.06.2015) Angela Sanders (The Quads 29.06.2015)
Accommodation & Hospitality Services
Refurbishments
Marlborough & Solsbury
Accommodation & Hospitality Services
Accommodation & Hospitality Services
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 UniversityPolden Court - conferences and events
Mendip/Quarry – Open UniversityWestwood Houses – Pre-sessionals
(in Derhill –Chemistry Camp, Uni taster group)Wolfson –Open University
Accommodation & Hospitality Services
Eastwood
Norwood – Pre-sessionalsEastwood 42-51 – 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
Environment Matters Structure
Charlotte Marshall
Kevin Houston Team Leader
Mike Gale AOC
The Quads
Charlotte Marshall AAOC (Solsbury)
Rachel Morton AAOC (Westwood)
Sean Foster AAOC (The Quads)
Rachel Taylor AAOC (Eastwood)
Simon Moon Porter (The Quads)
Jackie Green Domestic Assistant
(The Quads)
Allan Cheeseman General Assistant
(Solsbury)
Darren Hargreaves Porter (Eastwood)
Marek Chelstowski Porter (Westwood)
Jill Clifton Domestic Assistant
(Solsbury)
Toni Costigan Domestic Assistant
(Westwood)
TBC Domestic Assistant
(Relief Team)
Accommodation & Hospitality Services
Zero Waste
Accommodation & Hospitality Services
ZERO WASTE
2014 Totals:
9 Crates assorted cutlery29 Crates assorted plastics19 Crates assorted crockery7 Crates assorted wood11 Crates assorted glass52 crates of WEEE electrical goods29 kg Books145 BHF bags
Total saved from Landfill =2882 kg
2015 – What’s new?
Accommodation & Hospitality Services
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 ServicesAccommodation & Hospitality Services
STAFF BRIEFING – No 4
COSHH (Control of Substances Hazardous to Health)
AHS
What is C.O.S.H.H?Control Of Substances Hazardous to Health
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 breathingOnce breathed in, some substances can attack the nose, throat or lungs
Exposure by swallowingPeople transfer chemicals from their hands to their mouths by eating, smoking etc, without washing first
Exposure by skin contactSome substances damage skin, while others pass through it
Exposure to the eyesSome 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:providedWear 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 sheetsALWAYS replace closures on containersALWAYS store chemicals correctly and securelyALWAYS know the emergency first aid proceduresPAY ATTENTION to the particular hazards of individual chemicals.NEVER smoke, eat or drink near chemicals. Use only designated areasNEVER mix chemicals
Always treat all chemicals with respect familiarity can breed complacency
AHS
• Skin IrrationChemicals that may cause damage to healthor inflammation to the skin or other mucous membranes.
• Acute ToxicityChemicals that at low levels cause damage to health.
• Flammable LiquidsChemicals that have an extremely low flash point and
boiling point, and gases that catch fire in contact with air.
• Skin CorrosionChemicals that may destroy living tissue on contact.
• Dangerous for the environmentChemicals that may present an immediate or delayed
danger to one or more components of the environment.
Accommodation & Hospitality Services
AHS
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 WorkCommunication
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
AREA TASK
BIN Remove all rubbish, wipe out bin, replace bin liner (inc recycling bin)
BED Strip bed, clean under bed, bed base, legs and under bed storage unitFURNITURE Use a high level duster to remove cobwebs
Wipe over all furniture including drawers, wardrobe and storage above bedClean desk and desk chair including chair base and desk lampWipe over TV, front and backWipe over all skirting boards and walls including at the end of the bed
WINDOW(S) Clean any marks off the interior glass, wipe around frame and blindsDOORS(S) Wipe over all door and frames
RADIATOR Wipe over all radiators and pipesMIRROR Clean and polish mirror
BED Make the bed with fresh linen, add 1 towel and toiletriesFLOOR Vacuum and mop floor - remember under the bed
BIN Remove all rubbish, wipe out bin and replace bin liner with newTOILET Scrub bowl with toilet brush
Wipe down seat, lid and exterior of bowlClean grey unit behind toilet and ledge, wipe and polish toilet roll holder
SHOWER Clean and rinse shower head, controls, screen, tiles, tray, soap dish + empty drainWipe + buff shower head, controls, screen, tiles, tray, drain cover and soap dishClean extractor fan
SINK Clean sink, taps, plug, glass shelf + under sink storage drawerClean towel rail + shaving light
MIRROR Clean and polish mirrorDOORS(S) Wipe over door and frame
TOILETRIES Replenish flexi tumblers and toilet roll(s)FLOOR Deck scrub and mop bathroom floor
PLEASE SHUT ALL WINDOWS AND LOCK THE DOORPLEASE REPORT ANY MAINTENANCE ISSUES TO A SUPERVISOR
Colour denotes type of cloth/mophead to use
THE QUADS STUDENT DEPARTURE CLEAN
BED
ROO
M85
MIN
UTE
SBA
THRO
OM
THE QUADS STUDENT DEPARTURE CLEAN
EQUIPMENT TO BE USEDLambswool duster
Blue and red cleaning clothsMop heads
RagsWindow/glass cleaner
JontecSani Cid
3 Way Toilet cleaner Sprint
Vacuum cleanerMop, bucket + deck scrubber
BEDROOM PHOTO
ACCOMMODATION OFFICE TELEPHONE NUMBERDawn - 01225 383699 Charlotte - 01225 384202 Gemma - 01225 383043
Colour denotes type of cloth/mophead to use
Accommodation & Hospitality Services
StandardsWoodland Court Commercial 30-May-15
Room Number Supervisor Bed
Furn
iture
Surf
aces
Ligh
ting
Floo
r + sk
irting
Desk
chai
r
Loun
ge ch
air
Pin
boar
ds
Win
dow
s
Blin
d/cu
rtai
n
TV/M
onito
r
Tele
phon
e
Alar
m cl
ock
(W)
Haird
ryer
(W +
P)
Kett
le +
cups
(W, P
+ B
)
Teas
+ co
ffee
s (W
, P +
B)
Gue
st in
form
ation
(W, P
+ B
)
Mirr
ors
Sink
Gue
st S
uppl
ies
Toile
t + T
oile
t rol
l
Show
er/b
ath
Show
er cu
rtai
n/sc
reen
Fan
cove
r
CommentsW2B3.10W2C1.01W2C1.02W2C1.03W2C1.04W2C1.06W2C1.07W2C1.08W2C1.09W2C1.10W2C1.11W2C1.12W2C1.14W3B3.10W3C1.01W3C1.02W3C1.03W3C1.08W3C1.10W3C1.11W3C1.12W3C1.13W3C1.14
Accommodation & Hospitality Services
What Service will you be expected to provide?
Back to Back
Departure Clean
Service
Service withlinen 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?