1. AHS Ops Team 1 Staff meeting 13 th August 2015 Please sign both attendance lists

2. AHS News HR Student Feedback 2015: Customer Service Changes: What’s next? AOB Agenda

3. AHS Vacancies Domestic Assistant – 5x27.5h, 1x36.5h Porter – 1x36.5h Deputy Team Leader – 3x36.5h New Starters Jennifer Peard (Westwood) Promotions Ben Jones – Team Leader Leavers Darren Hargreaves, Katherine Ryan, Rachel Morton Training NVQ News

4. AHS News Please put your name down on the list

5. AHS News Summer 2015 Hot Spot reminder 14 th September -18 th September

6. AHS HR The Annual leave year runs from 1 st Sept – 31 st Aug You can only carry over 5 days to the next year Any accrued lieu time can be used till Christmas Annual Leave/ Lieu time Any questions or queries regarding annual leave please speak to your Line Manager

7. AHS HR Sickness Card West Team East Team

8. AHS 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 for the Apprenticeship programme, government funding might still be available. If you are interested please let us know. HR

9. AHS SDPR HR August/September 2015

10. AHS Customer Service

11. AHS Any comments or suggestions on what we could do to improve the cleaning service we provide? Student Feedback 2015

12. AHS When we do our job properly, we are great: Positive feedback fell under 3 general areas: Resilience – some feedback examples; ‘Put up with our mess’, ‘Housemates left kitchen in mess’ etc. Customer Service – some feedback examples; ’polite and friendly’, ‘nice’ Standards – some feedback examples; ‘Good’, ‘Brilliant job!’ ‘Wonderful’

13. AHS Area for improvement: Negative feedback regarding communication and phone use fell under 3 problem areas: Location – some feedback examples; ‘Sat in kitchen on phone’, ‘Sat in cleaning cupboard on phone’, ‘Sat in stairwell on phone’ etc. Noise– some feedback examples; Distracting whilst trying to work’, ‘disruptive’ Customer service – some feedback examples; ‘they use phones instead of cleaning’, ‘they complain to each other about “lazy students”’, etc.

14. AHS Area for improvement: Communication/mobile phones Exercise 1 - 10 min Please discuss in your groups how we can address those issues. List 3 things that we could change Any challenges?

15. AHS Area for improvement: Communication/mobile phones (Staff Handbook) 4. Mobile Phones Personal use A&HS staff working in customer operations should not normally use mobile phones for personal use during working hours. If a staff member has a need to use their mobile phone for personal reasons during working hours then they will need to agree this with their line manager prior to using their phone. Approval will only be permitted in exceptional circumstances. Any approved personal use of mobile phones (calls, text messages or other) must be made away from front of house areas, out of sight from customers and be kept as brief as possible. It means No mobile phones unless agreed with Line Manager. Failure to follow will result in disciplinary action. Please treat students as you would like to be treated

16. AHS Area for improvement: Negative feedback regarding standard of work fell under 3 problem areas: Detail – some feedback examples; ‘Our fridges and microwaves have never been cleaned’, ‘The floor is often left uncleaned in corners and patches’, ‘Didn’t even wipe the tap of the sink or change bathroom bins’ etc. Consistency – some feedback examples; ‘Some days it would be cleaned better than other days’, ‘very variable’, ‘the first half of my year it was pretty disgusting’ Quality– some feedback examples; ‘often come in to a slightly dirty kitchen’, ‘The cleaning was always incomplete’, I would suggest a greater overall standard of cleaning’

17. AHS Area for improvement: Standard of work Exercise 2 - 10 min Please discuss in your groups how we can address those issues. List 3 things that we could improve. Any challenges?

18. AHS Area for improvement: Provision of services Eastwood needs cleaners. It's not fair they don't have that service. Eastwood so no cleaning. A filled in cleaning rota should be provided, and people should be held personally responsible for the mess, not as a house. It is silly to expect 13 strangers to be able to agree on what needs to be cleaned and how often. I clean the kitchen daily, because my housemates don't even wipe down surfaces after using them, and they don't do their cleaning when it's their turn on the rota. For self cleaning accommodation - provide more cleaning supplies as people are reluctant to clean anyway but more likely to do so if cleaning products are replenished. Didn't have cleaning service Provide cleaning in Eastwood Give Eastwood cleaning I wish Eastwood had the same cleaning system than Westwood. Having to clean our own toilets, showers and kitchen in a house where 13 people are supposed to live is not viable. We could at least have the option to pay extra for cleaning services. From September cleaning services are re-introduced to Eastwood

19. AHS Ben is a new Team Leader for Eastwood, Norwood, Osborne, Lodge, Woodlands Dawn is a new Deputy Team Leader for Polden, Mendip and Quarry Agnieszka is a new Deputy Team Leader for Brendon, Wolfson, Cotswold Ac. Sam is a new Deputy Team Leader for Westwood Houses Jess is a new Deputy Team Leader for Eastwood Houses Changes: What’s next?

20. AHS News New Offices Anna’s in Westwood Ben’s in Norwood

21. AHS New Teams Changes: What’s next?

22. AHS Changes: What’s next?

23. AHS East Team

24. AHS West Team

25. AHS Important Your iTrent requests go to your Line Managers – Deputy Team Leaders 1-1s will be conducted by your Line Managers – Deputy Team Leaders SDPRs will be conducted by your Line Managers – Deputy Team Leaders Initial stages of performance management will be addressed by your Line Managers – Deputy Team Leaders Summer staff allocation will continue as current In case of Deputy Team Leader vacancy, or sickness/absence Team Leader will act as your Line Manager

26. AHS AOB

27. AHS Uniform If you have any additional uniform requirements as a result of your allocation, please report it to your Line Managers

28. AHS OPS1 Team Meetings 2015/2016 5 th October 2015 at 10am – CB 4.6 5 th November 2015 at 10am – CB 4.6 3 rd December 2015 at 10am – CB 4.6 7 th January 2016 at 10am – CB 4.8 4 th February 2016 at 10am – CB 4.6 3 rd March 2016 at 10am – CB 4.6 7 th April 2016 at 10am – CB 4.6 5 th May 2016 at 10am – CB 4.6 All Staff Intake Briefing 8 th September at 10.30am - 3E2.1

29. AHS Thank you If you have any questions, please stay after the meeting Anna and Ben will answer questions individually