October 2015 campus matters

CAMPUS MATTERS

October 2015 The newsletter for Campus Services

IN THIS ISSUE

Campus Services Live 2015 The three months since the last We had a very good response to issue of Campus Matters have the inaugural awards, with many of you nominating colleagues in been busy to say the least.

With graduation ceremonies in several of the categories. Thank July, just under 86,000 nights of you to those of you who took the accommodation booked, delivery time to submit nominations and of more than 34,000 meals, a please send any feedback or ideas record number of 1500 bags you may have so that we can make next year’s awards even donated to the British Heart Foundation, Start of Session and better. much more, it’s been quite a Best wishes, summer.

Jonathan Main

Campus Services Live 2015 Over 100 of you attended our Campus Services Live event in August. Details of the event and all the winners of the Inspire Awards can be found inside.

STREET FOOD Look out for Street Food which will be on sale outside the Windsor Building starting 5th October.

Our Campus Services Live event in August provided the perfect opportunity to reflect on these and other achievements over the last 12 months as well as share some of the challenges waiting for us just around the corner.

Assessors will be visiting Campus Services on 19th & 20th November.

Don’t worry if you missed the event itself - details of all of the presentations as well as the all important winners of the “Inspire Awards” can be found inside this issue of Campus Matters.

Please email any news from your areas for the next issue of Campus Matters.

Hospitality Assured

Jonathan Main testing the ice cream!

Campus Services Live 2015 Over 100 members of the department gathered Guest speaker Elena Antonacopoulou, Professor in the Caryl Churchill theatre in August for the of Organisational Behaviour at the University of Liverpool Management School, took the stage to annual Campus Services Live event.

Head of Conferences and Catering, Mike Hoare brief everyone on “Excellence as a habit”. She started off the proceedings by congratulating explained that everyone can make an impact in everyone on their delivery of inspirational business and asked the audience to think about customer service to staff, students and visitors what their impact could be. which was improving year on year. This was followed by presentations on some of the major successes of the last 12 months as well as the future challenges facing the department.

Afterwards, every one enjoyed a chat over some delicious Street Food provided by Soul and Pepper.

Next on the programme was the eagerly awaited presentation of the inaugural Campus Services “Inspire Awards”. Presented by Head of Premises, Jonathan Main, the newly launched awards aimed to recognise and celebrate all of the good work that goes on in the department. The winners of each award were determined by genuine recognition from their colleagues across the department.

SOME OF WHAT IS AROUND THE CORNER ….

Deliver an action plan for the Employee Engagement Survey Provide nutritional information on menus

Review of CCTV effectiveness Expand street food

Deliver a brand new hall of residence

Ongoing integration of security management systems

Increase involvement with Student Life team

Residential Hall Reception

Product offering for the Boiler House café

Improve sustainability North A30 new central post service location

Halls refurbishment

Introduce late night & vacation bus services

Launch Kingswood as a fully catered hall

Introduce new internal hospitality and online delivered catering

Review of building & cleaning services Rebranding

Last year’s successes The most successful Start of Session to date 2014/15

“I loved the food so much! Thank you for taking such good care of us.”

Launch of new conference website and social media presence One of the top 50 best UK halls Location for two major films

Successful pest control

“Nothing was too much to ask for and every detail was taken care of with precision.”

Several successful street food events

Improved end of term waste disposal

First emergency light discharge test

More than 135,000 student parcels processed

Significant improvement in the catering H&S audit

Porters are “a credit with their support.”

34,210 nights of accommodation and 85,933 meals for Oxford International Education Group Increased presence of security staff Allergen data system launched

“The staff were excellent and super helpful.”

74%-87% accommodation ratings given by Quality in Tourism “The food was superb, the wine flowed freely and the guests went home happy.”

Going green - 100% electric post van

Improved College bus service

6 awards at the TUCO skills competitions

1500 bags donated to the BHF - a new record

100% performance rating achieved in sales by Mystery Buyer benchmarking

Recognising colleagues ….

The inaugural Campus Services Inspire Awards Ceremony provided the perfect opportunity to recognise and say ‘thank you’ to those teams and individuals who have demonstrated, above and beyond, their commitment to Delivering Inspirational Service.

The awards were made where an individual or team's work has really made a difference to their colleagues, College staff, students or visitors.

Many thanks to everyone who took the time to put forward some nominations - we had tremendous response. Please send us any feedback and ideas about future awards.

Congratulations to all of this year’s winners, who are:

Knight in Shining armour - Salah Saleh “He is our knight! He will help with anything asked of him which often is beyond the call of duty.”

Bermuda Triangle - Jonathan Main (runner up - Mike Hoare) “Things go on to his desk and never seem to come off…..”

Most cheerful colleague - Michelle Anderson “She is ALWAYS smiling and happy, a brilliant colleague. Smiling is definitely contagious when you are speaking to her.”

Customer Experience - Café Jules team “Not only always smiling, but also great service during very busy periods. A great team!”

Runner up - David Ward “He never tires of striving to ensure the customer and student experience is king. He always encourages the team and Jane Brooke - Excellence in Leadership radiates positive energy.”

…. for inspirational customer service Innovative/creative change implemented Rebecca Nurse & Darren Coventry For some wonderful changes to the catering service – the look, feel and quality.”

Inspirational colleague - Terri Sadler “Nothing is too much trouble for her. Professional, reliable, kind, polite and she delivers a brilliant service.”

Team that best supports other teams 1st - the housekeepers, 2nd - customer services, 3rd - the porters The housekeepers: “They are always smiling and happy no matter what you ask. Reliable and accommodating and often go beyond the call of duty.”

Customer Services: “They support housekeeping, catering, security, conferences, marketing and the admissions team.”

The Porters: “They are diligent, hard-working and always going the extra mile without a murmur.

They are fantastic ambassadors. Each one is a star and a tremendous asset to Campus Services.”

Special departmental achievement Theresa Kelly and Theresa Heather “Every department should have one. They are wonderful people to have in a team - always positive with a smile on their faces. We would be lost without them.”

Catering join the passport award scheme The catering team joined the Passport Award scheme in 2015 with 22 members of the team achieving a passport award, one of whom achieved a gold award.

Congratulations go to: Ettore Lancellotti (gold), Alice Castle, Oreyelle Clements, Sava Davis, Rebecca Ellis, Freya Fownes, Jessica Hayes, Stephanie Ukpelukpe, Thomas Brown, Katie Hall, Mollie Rose Cooke, Hannah Strathern, Anakha Nambiar, Jannah Hartley and Kathryn Jones.

Welcome to …..

Tips on accident prevention

Simon Davis, our new Security Manager who joined in June.

Would you be interested to know how many accidents we had as a department last year? Michelle Anderson, Environmental Health Supervisor, explains how we can all help to prevent accidents from recurring.

Simon is responsible for security services across campus including Campus Watch. Before joining Royal Holloway, Simon was a Chief Inspector in the Metropolitan Police and served at various locations across London including Westminster, Brixton and Lewisham. After 32 years service he decided it was time for a change.

Simon says, “I was delighted to begin my new role. Everyone is so friendly and helpful. We’re currently looking at how security services could be improved for the benefit of staff and students. This work is being led by The Process Review Board and I’m really looking forward to the results.”

... and last but not least ... .. on 28th August Kian David Thor Smith was born weighing 6lb 5oz.

Congratulations to proud dad Gary Smith and wife Becky.

The good news is that, for a department of our size, the number of accidents is quite low, with only 41 recorded and some of those include some fortunate “near misses”.

Contact with either glass, hot surfaces or chairs resulted in the greatest number of injuries, while the second biggest cause of accidents was slips, trips and falls usually because of water or oil on the floor.

So what do can we do to improve our accident record?

Michelle works with individual teams to look at procedures to identify how floor surface safety can be improved. Additionally, we can all help by adhering to the following:  

 

Be observant – report floor damage to managers or reception areas; Clean as you go – every time you drop something or notice something has been spilt deal with it immediately or put a barrier of some sort over it (eg a chair); Make sure washed floors are left as dry as possible before you leave – a dry mop is perfect for this; Make sure wet floor signs are placed where building users can see them in time, particularly when they are coming around corners.

Most importantly!

Remember to keep reporting all your accidents and near misses – problems can only be solved if we know about them.