1. Accommodation & Hospitality Services Ops Team 1 Staff meeting 28 th April 2015 Please sign both attendance lists

2. Accommodation & Hospitality Services News HR Environment Quality Management/ ISO 9001 Customer Service AOB Agenda

3. Accommodation & Hospitality Services Vacancies Domestic Assistant – 3x27.5h New Starters Allan Cheeseman (Woodland) Michelle James (Woodland) Training Development plans for summer support Staff Ben Jones is in Eastwood Good wishes to Anne Bampfylde Katherine Ryan left last week News

4. Accommodation & Hospitality Services News

5. Accommodation & Hospitality Services News Phones Uniform ¾ trousers Round neck t-shirts Name badges U18’s - Grouping them together Next meeting is scheduled for Thursday 4 th June Staff Rep Forum

6. Accommodation & Hospitality Services News

7. Accommodation & Hospitality Services News

8. Accommodation & Hospitality Services News Practical Refresher Training Domestic Assistants - 27/28.05.2015 - Esther Parkin Porters - 02.06.2015 - Esther Parkin These are aimed at looking at the more commercial aspect of the role in preparation for the summer business.

9. Accommodation & Hospitality Services News Summer 2015 Hot Spot reminder 15 th June -19 th June 14 th September -18 th September

10. Accommodation & Hospitality Services 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 questions or queries regarding annual leave please speak to Anna. Annual Leave

11. Accommodation & Hospitality Services HR Sickness Card

12. Accommodation & Hospitality Services 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

13. Accommodation & Hospitality Services Environment

14. Accommodation & Hospitality Services Departure Talks Encourage students to donate unwanted items

15. Accommodation & Hospitality Services Zero Waste Encourage students to donate unwanted items

16. Accommodation & Hospitality Services Zero Waste Better representation on campus

17. Accommodation & Hospitality Services ISO 9001 is the international standard which will give our organisation a quality system that will provide the foundation to better customer satisfaction, staff motivation and continual improvement. In April 2014 we achieved for ISO 9001 Quality Management. NQA will return on 13th May 2015 to carry out a Surveillance Visit. Staff might be asked questions by auditors

18. Accommodation & Hospitality Services STAFF BRIEFING

19. Accommodation & Hospitality Services Why are you here?

20. Accommodation & Hospitality Services

21. Customer Service Customer Satisfaction go hand in hand - however they are two completely different things. Customer Satisfaction is a measure of how products and services supplied by a company meet or surpass customer expectations. Customer Service is the provision of service to customers before, during and after a purchase

22. Accommodation & Hospitality Services Why is customer service important? It takes 12 positive customer experiences to make up for one negative experience. For every customer who bothers to complain, 26 other customers remain silent 96% of unhappy customers don’t complain, however 91% of those will simply leave and never come back Happy customers who get their issue resolved tell about 4-6 people about their experience

23. Accommodation & Hospitality Services Why is customer service important?

24. Accommodation & Hospitality Services Customers will decide in 7 seconds from 11 impressions whether they… Like You Dislike You Indifferent … that will largely determine the satisfaction of their experience (and yours) First impression

25. Accommodation & Hospitality Services 1- Cleanliness 2- Warmth (engaging) 3- Credible 4- Knowledgeable 5- Responsive 6- Friendly 7- Helpful 8- Understanding 9- Courteous 10- Confident 11- Professional 7 – 11 Quiz

26. It starts and ends with you Accommodation & Hospitality Services Good customer service

27. Accommodation & Hospitality Services 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. It starts and ends with you

28. 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 It starts and ends with you You have shown the customer respect and they will respect you

29. Accommodation & Hospitality Services Smile Eye contact Undivided attention Body language Match the talk Take pride Good Customer Service requires

30. Accommodation & Hospitality Services “Unless someone like you cares a whole awful lot, nothing is going to get better. It’s not.” “A person’s a person, no matter how small.” “Why fit in, when you were born to stand out?” “Sometimes the questions are complicated and the answers are simple.” “Today I shall behave, as if this is the day I will be remembered.” 5 Customer Care Lessons from Dr. Seuss

31. Accommodation & Hospitality Services Poor Customer Service

32. Accommodation & Hospitality Services 1.I’ll try 2.You will have to 3.I’ll be honest with you 4.I don’t know 5.I can’t Top 5 Hot Buttons for Customers

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35. 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 an acceptable solution to you?“ 6.Solve the problem, or find someone who can solve it— quickly!

36. Accommodation & Hospitality Services

37. AOB