September Hospitality Newsletter
Welcome to the September edition of Hospitality On Campus, the newsletter that keeps you up to date with all our latest news and events.
Please click here to view a pdf version of the newsletter.
Mystery customers
As part of our aim to continually improve the service and facilities that we offer our customers we will be introducing a mystery customer scheme. We will be starting mystery customer visits at the beginning of the new term in October 2008. Every month all of our outlets (Blues Café, Claverton Rooms, Dolche Vita, Food Direct - the delivery service, Level 1 Café, Parade Bar and Wessex Restaurant) will receive a visit from a mystery customer. They will all be assessed on the service and products that they provide.
The results of these mystery customer surveys will be published every month in this newsletter
and on our new website
www.HAatbath.co.uk. We have set ourselves a minimum
target of 70% satisfaction in the assessment which all of our outlets need to achieve
(100% - Excellent/0% Very poor). The regular feedback that we receive will be an effective
way of monitoring our customer service levels and to ensure our standards and policies are adhered
to. It also gives us the ability to identify any weakness we have and to gain a better
understanding of the perceptions of our customers.
We are looking for volunteers that would like to be our mystery customers over the coming year. If you would like to be one of our mystery customers please email: hospitalityoncampus@bath.ac.uk. You will receive your order for free which will consist of a beverage and snack or meal.
ING New York Marathon
Our Marketing Co-ordinator Chris Lineham and Mark Edwards from BUCS are running the New York
City Marathon in aid of CHILDREN with LEUKAEMIA™. The race is on 2nd November 2008 and they are are
hoping to raise £1200 each for this good cause. The runners are funding their flights and
accommodation themselves. All the money raised will go directly to
charity so even the smallest amount would be greatly appreciated. If you would like to show
your support by sponsoring them it would be greatly appreciated. Please visit the following
webpages to donate:
Chris Lineham -
www.bmycharity.com/V2/chrislineham
Mark Edwards -
www.bmycharity.com/V2/nyc2008
Healthy Recipe
Serves 2
Ready in 20 minutes
Ingredients
1 tbsp olive oil
1 onion, chopped
200g large, flat mushrooms, halved and thickly sliced
1 tbsp tomato purée
100ml red wine
100ml vegetable stock, hot, made from 1/2 cube
Few fresh thyme leaves, plus extra to serve
Mashed potato and broccoli, to serve
1. Heat the oil in a wide saucepan over a medium heat. Add the onion and cook for 5 minutes until softened. Stir in the mushrooms. Cover and cook for 5 minutes, until the mushrooms have released some juice.
2. Uncover and cook for a few minutes to evaporate the juice, then stir in the purée. Cook for 30 seconds, then stir in the red wine. Bubble for a few minutes to reduce by half.
3. Make up the stock and stir in with a few fresh thyme leaves. Bubble for a few minutes, until reduced a little, then season. Spoon over home-made mash, top with more fresh thyme and serve with steamed broccoli.
Customer Comments
Our customer comment boxes which we introduced at the beginning of last year have proved to be
very effective. We have been busy this summer reviewing your comments. We have chosen to focus on
areas for improvement, not forgetting that we receive a great number of compliments. Please keep
leaving us your comments as we aim to continually improve the services we offer. We hope you find
this of interest.
Blues Cafe
Sky TVs not working
Outside seating is required
Coffee machine is too slow
Sky TV: We have now had the problem rectified. The fault took longer then expected for the
installers to diagnose.
Outside seating: We have purchased two 12 seater outside tables. Another three will be
ordered shortly.
Coffee machine: We appreciate that it can take longer to get served at peak times so we are
looking into installing a ‘bean to cup’ vending machine at the entrance to the Blues Café. This
will help reduce waiting time. Too much salt in the soup
Claverton Rooms
Salty soup
Prices too high
More menu variety
Salty soup: Due to customers having differing tastes we will supply seasoning so customers
can add their own.
Prices: Due to the substantial increase in food costs we will have to increase some of our
prices. However we will be introducing new value for money meal deals later this month which
include a drink.
Menu variety: A new menu will be launched at the end of September which has great new
dishes.
Dolche Vita
Long queues
Long queues: We have had comments asking if it is possible to have two separate till points;
one for hot drinks and one for food. Regrettably this is not possible due to the limited space in
the outlet. However a short while ago we installed a new coffee machine that enables us to provide
a quicker service.
Level 1 Cafe
Soup tastes burnt
Prices too high
To long to get served
Soup: Our soup terrine was found out to be faulty. This has now been repaired and should no
longer burn the soup
Prices: Our suppliers have increased their prices so we will have to raise prices but we
have come up with some great combo deals for the new term that represent great value money.
Serving time: We have introduced an extra pay point, which will help reduce the waiting time
at busy periods.
Parade Bar
Request to sell Paninis
Bring back fat chips
Fix draughty doors
Paninis: We will not be selling paninis, however our new menu is available from freshers’
week which has a much wider variety of light snacks.
Fat chips: Although we will be keeping skinny chips on our menu, we will now offer potato
wedges as an alternative.
Doors: Our main doors have now been repaired so they shut properly. So no more cold draughts
through winter!
Wessex Restaurant
Wessex Restaurant has received praise this year for its service and food quality. We encourage feedback so if you have any comments on how we can improve our offering please get in touch. We would love to hear from you.
