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Accommodation & Hospitality Services West & East B All Staff Briefing Please turn all phones off.
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Transcript of Accommodation & Hospitality Services West & East B All Staff Briefing Please turn all phones off.
Accommodation & Hospitality Services
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 Services
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
Accommodation & Hospitality Services
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
Accommodation & Hospitality Services
“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?
Accommodation & Hospitality Services
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.
Accommodation & Hospitality Services
Customer complaint handling
LISTENAPOLOGISEDON’T ARGUE OR INTERRUPTREMAIN CALMUSE FACTS NOT GUESSWORKKEEP IT REALASK THE CUSTOMERFOLLOW UP
Accommodation & Hospitality Services
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”…
Accommodation & Hospitality Services
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
Accommodation & Hospitality Services
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
Accommodation & Hospitality Services
Trade Union Branch Meetings:
Notice given to attend branch meetings.
Supplied list from Unions.
Accommodation & Hospitality Services
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.
Accommodation & Hospitality Services
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
Accommodation & Hospitality Services
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.
Accommodation & Hospitality Services
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
Accommodation & Hospitality Services
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
Accommodation & Hospitality Services
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.
Accommodation & Hospitality Services
Environmental
Reg Fuse Winners:
Quarry 1 West:
1081 Litres per Student
Eastwood House 44:
1682 Litres per Student
Accommodation & Hospitality Services
Quarry 1 West:
1 x 1100 bin per student
Eastwood 44:
1.5 x 1100 bin per student
Accommodation & Hospitality Services
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)
Accommodation & Hospitality Services
Summer Preparation
AOC Meetings to prepare for summer
Training workshops