CampusDiningTodayFall/Winter2021 - 37

Centre'd on Safety
in response to change
Kevin McCabe
Associate Director
Hospitality Services
Western University
London, Ontario, Canada
Charlene Bielfeld
Area Manager Campus Operations
Hospitality Services
Western University
London, Ontario, Canada
We entered a new world in March 2020, and
Western University (Western), like every other
institution, had an incredibly unique year. It was
the beginning of constant change to our service
models and how we support our core leaders,
essential staff, and the remaining students on
campus.
By the fall of 2020, Western committed to
opening all residences at 75 percent capacity
and welcomed back 3,700 students. We
continued providing service through our catering
operation and opened seven retail units, out of
27, with limited menus and hours. In addition,
we committed to keeping our continuing and
sessional staff for the entire school year.
Western created the COvId Testing Centre
dedicated to serving the university community in
response to rapidly changing needs. Western's
doctors, nurses, and leadership were in place;
yet, the testing centre needed check-in, line
management, direction, and support staff. Ten
Hospitality services Canadian Union of Public
Employees Local 2692 (CUPE) staff members,
consisting of cooks, supervisors, culinary
support workers, and porters, completed the
team at the COvId Testing Centre.
The COvId Testing Centre opened in
september 2020, operated Monday through
Friday, 9:00 a.m. - 7:00 p.m., and closed in
April 2021. Leadership identified the need for
a hospitality manager to guide the functions
of Testing Centre staff. Three managers were
selected to split their time at the Centre and
their hospitality responsibilities to support this
transition. A steep learning curve followed with
significant training on safety, specific COvId
protocols, computerized tracking systems, and
line management.
On september 25, 2020, our team arrived at
Western Recreational Center. It was being
transformed from a sports venue into the
COvId Testing Centre. Our team met with Jane
O'Brien, associate vice-president of human
resources; Chris Alleyne, associate vicepresident
of housing and ancillary services, and
dr. sonya Malone, medical director of health
services.
At this time, the team realized the magnitude
of the work ahead and how they would be
contributing to the Western community in
this unique situation. There were no more
supervisors or culinary supports, assistant
chefs, or baristas. We were one team! With
training complete, the anticipation for opening
day was palpable.
Opening day arrived, and the line-up was
around the building. Our priority was to keep
everyone safe; the rhythm was set.
Initially, 215-300 COvId tests were conducted
daily; yet, the team had to turn people away.
IN REsPONsE TO CHANgE | CAMPUS DINING TODAY
37
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