fdmattersextra Commercial and Campus Support Services News from July to August 2016 Our Vision: We will provide excellent, financially sustainable services and facilities to our customers, which will make a significant contribution to the University’s world class aspiration.

SMT Viewpoint As the new academic year starts, our teams reflect on the busy conference season and gear up for the arrival of our new students and the return of familiar faces. We all play a huge part in the customer’s journey on campus. Our students, staff, delegates and visitors make campus their home for a varying period of time. In that time, we are all responsible (and very good at) making them feel welcome and looked after, and it is crucial that we acknowledge how we all work together to ensure an excellent customer experience across the services we provide. This month’s newsletter is scattered with stories of ways in which our teams are working collaboratively and independently to ensure that the campus experience is one that puts the customer at the heart of what we do.

Harriet Boatwright Sales & Marketing Manager, MEETinLEEDS

Senior Management Team a fantastic Mystery shopping allows us to monitor delegate and check that the processes and Takeover! experience. standards within our outlets are being People Great Food ? 417 maintained at the highest standard, any at keep Conference Enquiries feedback received from a mystery shop is Commercial and Campus Support our customers Value of acted upon by the team to ensure we are Services (CCSS), and its Senior well fed with continually improving. Over the coming Management Team, has expanded over excellent M months, Donella Fernyhough, Coffee Bar the past year bringing together eight of catering and £2.4 Manager, along with the team will be the ’s services. We’ve service; PCB reviewing the mystery shopping criteria to been listening to your feedback and we guarantees ensure that they reflect new processes and know that you’d like to hear more from professional 70% continue to provide relevant information. Conversion Rate our CCSS Senior Management Team. banners, Congratulations to all café staff for this posters and programmes; Security great achievement. Starting this month, one member of look after the wellbeing of our guests, SMT will take over the foreword in each Porters and Cleaning Services maintain edition to give you their own unique the wonderful facilities and The Edge viewpoint of news across CCSS. It could provides a place for a physical workout, be anything from a deeper insight into after the day’s mental exertion. their own business/service area or their own perspective on issues that affect us There has been an overwhelmingly all, but we hope it will help you learn positive response in our quest for more about the work we are all doing at feedback, with visitors taking to twitter the University. and letting the world know that the University of Leeds is a world class You can find a list of the destination. Senior Management Team at: commercialservices.leeds.ac.uk/about-us The MEETinLEEDS team would like to extend a special thanks to everyone from An Event-ful Summer of every department that has contributed to Gryphons in Rio! another triumphant summer. It wouldn’t People Success be possible without you! The University has a great impact on Operations Customer world-class sport and Sport & Physical MEETinLEEDS have had yet another Cafés Score Highly Activity have been working hard to busy summer - the team will have Operations promote this success, as well as support welcomed over 30,000 delegates to the our athletes in this year’s Olympic and Over the last six months, the Great campus by the time student activity Paralympic games. resumes in September. Food at Leeds café teams have achieved fantastic mystery shopping scores Following the five medals won by across all areas. Each mystery shop has It is not only the conference and events our athletes during the London 2012 successfully scored higher than our target team that ensure the University offers games, we have a host of Alumni, and of 85%.

Commercial and Campus Support Services one current student, representing the detect and prevent crime around student finished near the end of August. During University in Rio 2016. areas and to provide a reassuring presence this time, there is a reduced service for for students. Each year, security staff customers, but the team are managing engage with 1st year students and give this by encouraging customers to use the Olympians online service, PrintCloud. them crime prevention advice for student safety, and also contact details for our service. Gold Medal Malcolm Dawson, Acting Head of Security, said: “One of our main priorities Triathlon is to ensure the safety of staff, students Silver Medal and visitors, and this operation each September gives us the opportunity to GORDON BENSON communicate personally and to engage Triathlon with first year students, to not only make DNF. Unfortunately, Gordon was forced them aware of our service but to make to retire following a crash on the cycle leg. them feel safe as they venture into their New Attendance Monitoring first year at University”. Technology REBECCA GALLANTREE Operations Diving PT Room Facilities Support Services are supporting 6th Place in Synchronised 3M Operations Customer Competition; Preliminary Rounds of the University with their iBeacon project Individual 3M Competition. Personal Training at The Edge has seen aimed at monitoring student attendance. continual growth over the last 5 years, The technology enables smartphones, posting a further 29% increase in revenue tablets and other devices to perform Paralympians actions when in close proximity to an during the last 12 months. Following this iBeacon, such as receive a message or log KIM DAYBELL success, a £15K investment has been made a location. Table Tennis in the Personal Training studio to offer a new state of the art functional training 250 iBeacons have been installed by CLAIRE CASHMORE space, ensuring we stay on trend and the FSS team in Central Teaching Space Swimming ahead of our competitors. rooms across the campus.

KAREN DARKE The investment will facilitate the launch Hand Cycling of small group Personal Training, help Cleaning Machine to grow the current fitness course LAURA SUGAR offering, and expand the group-exercise Investment programme. Where space can be at a Athletics Operations Customer premium during peak times, the new GRACE CLOUGH studio increases capacity and offers a new Rowing branch of versatile training options to the member experience. Find out how our University of Leeds athletes are doing in Rio at Find out more about Personal Trainers at www.leeds.ac.uk/rio The Edge at sport.leeds.ac.uk/the-edge/ personal-trainers/ Operation Walksafe People Customer Security Services are at an advanced stage Cleaning Services have invested in in planning for the start of term and two ride-on scrubber dryers for floor Fresher’s Week in September. maintenance across the University, primarily on Red Route and Parkinson In partnership with West Court. Investing in these machines means Police, the security team will once again PCB Refurb that we can work more productively launch Operation Walksafe. The initiative Operations while at the same time improve cleaning has been running for over 20 years and standards. It also means that we are able involves patrols by police officers and The refurbishment of the Print & Copy to clean during the day as the floors are University security teams in an attempt to Bureau commenced in July and will be left practically dry.

Our Strategy Our Values

People Operations Valuing & developing our staff A sustainable, effective and efficient Show You Care Know Your Stuff Share a Smile Go the Extra Mile organisation We know we’re getting it wrong when we:

Finance Customer Financial sustainability Delivering an excellent customer Say “it’s not Openly criticise Sap energy Ignore issues experience my job” colleagues from others and problems