CampusDiningTodayFall/Winter2021 - 38

Everyone dreaded the end of the day in those first
operating days, which prompted more adjustments.
The team became more efficient and started to see
between 350-450 clients daily. Although the routine
had daily adjustments, our team was accustomed
to this aspect and implemented new directions with
grace and ease. Hospitality services exemplified
excellence and exceeded the expectations of our
clients. success was achieved!
DAILY ROUTINE
8:30 A.M.
We also had the opportunity to add a Flu vaccination
Clinic. Our hospitality team offered expert advice
which, streamlined the services before opening. On
some days, " The Welcome Committee " position had
up to five team members assisting in moving the
clients quickly. The key function was to direct clients
to the flu shot or COvId test entrances. On day
one, the Flu Clinic completed over 500 flu shots in
addition to the COvId Testing Centre's volume.
The next plan was to open a Rapid Testing Centre for
the student community. Our team assisted with
training the Mosaic medical team (over 15 new
medical staff). Unfortunately, Western was not
spared from being one of the many institutions in
the province to experience COvId-19 outbreaks.
It became necessary for clinicians to provide inroom
COvId testing to students and was a blatant
reminder of the degree of risk and the necessity of
upholding proper COvId safety measures.
Monitoring the added stress on our team
due to being in the " trenches " throughout an
entire academic year was top-of-mind for the
managers. Many strategies were implemented to
help mitigate the potential adverse health outcomes
resulting from chronic stress from being a front-line
worker. The team maintained a positive attitude and
showed resilience over 44 weeks of safely serving the
Western community. Our team said goodbye to the
COvId Testing Centre on April 30, 2021, before their
well-deserved summer holidays.
Western Hospitality services was an integral part of
fighting the global pandemic. Our management team
is incredibly grateful to the 13 team members who
demonstrated the incredible expertise, resilience, and
commitment widespread throughout the department.
The hospitality team worked collaboratively with
other staff from University Health services, Campus
Recreation services, and the Middlesex London
Health Unit. They demonstrated amazing customer
service skills to welcome and care for clients. Not
only did they provide an essential service for the
university community, but they also spotlighted the
wealth of talent and care that is prevalent in the work
they do.
The Western Hospitality Team was an integral part
of fighting the global pandemic in the best way we
could-by serving with a smile!
38
CAMPUS DINING TODAY | IN REsPONsE TO CHANgE
8:45 A.M.
9:05 A.M.
Arrive and grab Tim Hortons
Coffee (supplied by Hospitality
Services).
Daily briefing by
clinical lead - Sandra Anssems.
Feedback from Hospitality
on campus and residence -
hospitality manager on duty.
9:15 A.M.
Time to get started safely with
proper protective equipment
and procedures.
9:30 A.M.
Doors open:
Position 1: Health unit
screening to decide if the
client can move on.
Position 2: Direct client to
sanitize, request health card
and WesternONECard.
Admin Positions (8): Enter
the client's details into the
required computerized
platforms - move on to
clinicians for swabbing.
Position 3: Direct clients to
the exit, answer any queries,
or provide supportive
words.
12:00 - 1:30 P.M. Break time. Breaks were
paramount and taken in
small groups, on rotation.
1:30- 7:00 P.M. Back to the routine.
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