accommodation & hospitality services west & east b all staff briefing please turn all phones...

Accommodation & Hospitality Services

West & East B All Staff Briefing

Please turn all phones off


New Team Structure

Toolbox Talk: Customer Serivce

HR

Health & Safety

Environmental

Agenda

New Members of the Team:Julie – AOC, West

Jill – General AssistantGeorgina – Domestic Assistant

Vacancy:Domestic Assistant – 27.5 hrs


Accommodation & Hospitality ServicesWest Team. January 2014

Clare Cobb Accommodation Team Leader

Julie Hill Accommodation Operations

Coordinator Polden, Mendip, Quarry, Conygre Spur Flats, Westwood, Wolfson, Brendon, Cotswold Acaedemic

Anna Milczarek Assistant AOC

Polden, Mendip, Quarry, Spur Flat

Kamil Garstka Assistant AOC

Brendon, Wolfson, Cotswold Academic

Rachel Morton Assistant AOC

Westwood Houses

Porter Mateusz Kotowski

Domestic Assistants Jenny Bolwell

Marlene Hinge Rose Summison

Aleksandra Stolarczyk

Porter Levi Brown

Ryszard Kubiak

Porter Pawel Predki

Marek Chelstowski

Domestic Assistants Jo Woodland

Gaynor Sullivan Lin Creighton

Wojciech Swiderski Kathy Dixon

Anne Bampfylde Karolina Lenda

Domestic Assistants Wendy Brooke Gosia Reizner Emilia Pierog

Jolanta Zahora Anna Hornik

Ann Tadd Jenny Fry

General Assistant Jill Clifton

Shirley Vicker Deputy Team Leader

Chris Hall Accommodation Operations

Assistant

West Team


East B Team

East B Team. January 2014

Clare Cobb Accommodation Team Leader

Emilia Davies Accommodation Operations Coordinator

Eastwood, Esther Parkin, Cotswold Flats, Norwood, Osborne, Lodge

Rachel Taylor Assistant AOC

Norwood, Lodge, Osborne

Vacancy Assistant AOC

Eastwood & Esther Parkin

Agnieszka Kepska Assistant AOC

Eastwood

Porter Philip Giddings

Porter Karole Kotowski

Andrzej Chlebowski

Domestic Assistants Barbara Zwonik Artur Swiderski

Georgina Cootes Vacancy

Domestic Assistants Wendy Sowden

Ann Goold Julie Price

Julie Eames

Claire Marr Accommodation

Operations Assistant

General Assistant Sharon Williams

Shirley Vicker Deputy Team Leader


Other Accommodation Team News:

Monika Jakubowska baby arrived

The new name for R6 And the eaterie are

…..



Beckford Court


The Lime Tree


Toolbox talk: Customer Service


STAFF BRIEFING – NO 14

CUSTOMERSERVICE


“Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won't be profitable for long”

The process of ensuring customer satisfaction with a product or service.Customer service is often seen as an activity, performance measurement and a philosophy.

"Customer service is the ability to provide a service or product in the way that it has been promised"

"Customer service is about treating others as you would like to be treated yourself"

"Customer service is an organization's ability to supply their customers' wants and needs"

"Customer Service is a phrase that is used to describe the process of taking care of our customers in a positive manner"

"Customer Service is any contact between a customer and a company, that causes a negative or positive perception by a customer"

"Customer service is a process for providing competitive advantage and adding benefits in order to maximize the total value to the customer"

"Customer Service is the commitment to providing value added services to external and internal customers, including attitude, knowledge, technical support and quality of service in a timely manner"

"Customer service is a proactive attitude that can be summed up as: I care and I can do."

What is customer service?


Who are our Customers and what do they want?


Why bother?

• Customers will spend up to 10% more for the same product with better service.• When customers receive good service they tell 10-12 people on average.• When customers receive poor service they tell upwards of 20 people.• There is an 82% chance customers will repurchase from a company where they were satisfied.• There is a 91% chance that poor service will dissuade a customer from ever going back to a company.


Standards (quality control)


Customer complaint handling

LISTENAPOLOGISEDON’T ARGUE OR INTERRUPTREMAIN CALMUSE FACTS NOT GUESSWORKKEEP IT REALASK THE CUSTOMERFOLLOW UP


DO DON’T

SmileBe attentiveUse good posture (attentive)Be telephone friendlyInform if putting on holdTake messages (and pass them on)Reply to emails quicklyBe friendly, polite and courteous

Use bad posture (slouch/lean)Invade personal spaceShoutMake people waitForget your mannersFocus on another taskSay – “NO!”, “That’s not my job”“Calm down”, “I’m too busy”…


Going the extra mile/exceeding expectation

Everyday examples of exceptional customer service:

• Taxi driver who opens the door for you or waits at night for you to safely get into your destination.• Computer technician who does computer work and then calls back a week later to make sure your IT is still functioning well.• Car salesperson that calls a month after you buy a car to make sure it is running well.• The restaurant owner that called a customer after receiving comments on a feedback card to let them know they had taken up their suggestion


NOTES/QUESTIONS


NAME DATE SIGNATURE

Attendee List


Personal Development Time:

10 Hours – part time allowance (less than 36.5 hrs)20 Hours – Full time allowance (36.5 hrs)

What can you use this time for?

Driving lessonsYoga

Charity workCourses (Uni or external)

Swimming lessons


Trade Union Branch Meetings:

Notice given to attend branch meetings.

Supplied list from Unions.


Annual Leave

Current leave year runs until 31st August 2014

Leave requests for time off

Summer Leave requests for 12+ days to be applied by the 31st January 2014.

Exceptional carry over of Annual Leave August 2014.

Guidance in staff areas.


Health & SafetyMinutes from the last H & S quarterly meeting are on Staff notice boards.

H & S Reps are:Emilia Davies

Anna MilczarekAgnieszka Kepska

Wendy BrookeWojciech SwiderskiAndrzej Chlebowski

Next Meeting:Friday 24th March 2014


Waste Buggy

Reminder to all users:

•To keep within the speed limit imposed on the buggy which is around 8mph

•To ensure you stick to the one way system around campus, this is for your safety.

•To ensure that no mobile phones are used when driving the buggy. Remember this is against the law.


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.

Visual Checks


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.


Environmental

Reg Fuse Winners:

Quarry 1 West:

1081 Litres per Student

Eastwood House 44:

1682 Litres per Student


Quarry 1 West:

1 x 1100 bin per student

Eastwood 44:

1.5 x 1100 bin per student


FinancialSpend since August 2013 (6 months)

How much have we spent on Gloves?

£270.61 (398pairs)

How much have we spent on toilet rolls?

£6244.55 (6492 rolls)


Summer Preparation

AOC Meetings to prepare for summer

Training workshops


AOB

accommodation & hospitality services west & east b all staff briefing please turn all phones...

Documents

customer customer service

quality of service

good service

poor service

timely manner customer

customer satisfaction

better service

new customers