How Commercial Services
Meet The Diverse Needs
of The University’s
Student & Staff Population
Overall Commitment
We embrace all aspects of a student’s time at York University.
Above all we aim to provide:
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an attractive social and residential experience;
active participation in cultural experiences
sporting and work experiences; and
a sense of wellbeing and support.
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We understand the diverse needs of our customers & recognise the
importance of providing the same opportunities but not treating people
as the same.
Customer First
Putting the Customer First is the National Standard for Customer Service.
The Standard looks at Building Customer Relationships, Maximising
Market Awareness and Developing Staff. We will:
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assist in identifying customer needs;
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support the means by which services can be tailored to meet those
needs ;
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influence customer care service delivery and follow up;
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help to identify the benefits that customers have gained from our
services.
Investors in People
For staff, the IIP standards will promote:
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a recognition of individuals’ contribution to the Organization,
and their job satisfaction;
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better communication on training and development issues;
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a supportive working environment;
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relevant, quality training where it is needed.
Staff Training
“Diversity in the Workplace” online training course:
Gives staff an introduction to Equality and Diversity legislation and helps to
ensure that they are aware of their responsibilities under this legislation.
Race and faith are covered in this training course.
Cultural Awareness workshop:
Covers working with cultural differences in an educational setting and
fostering an open attitude to cultural difference. It aims to increase
awareness of cross cultural issues and explore the challenges faced by
international staff and students when working and studying in the UK.
Students
We strive to provide an environment which meets the needs of a diverse
student community and supports optimal student achievement, enhancing
the health and wellbeing of a diverse student community.
Trip To China
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11% of our undergraduate and 45% of our postgraduate students are
from overseas.
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To gain first hand knowledge to better understand the expectations of
our overseas students at York University.
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We visited universities in Hong Kong, Shanghai and Nanjing to look at
student accommodation, sports facilities and catering facilities.
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Internationalisation is one of our four strands of the university plan and
with a deeper understanding of these students we will be better
equipped to meet two other elements of the university plan, those of
excellence and inclusivity.
Catering and Bars
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Through a mixture of electronic and paper feedback, focus groups,
surveys and experience, we have now developed a database of 1500
recipes from all around the world.
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Various pricing strategies have been adopted to try and encourage
and support student and staff choices on all budgets.
Within our catering and bar outlets, we run events and food promotions in
celebration of various International and Home celebrations including:
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FIESTA provides an opportunity for both International and British
students to try out cuisines from all over the world as part of a
celebration of diversity and culture.
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A selection of other International and Home food promotions we have
promoted are as follows:
Indian Curry Night
St David’s Day
International Week
St Patrick’s Day
Chinese New Year
British Yorkshire Pudding
Slavic Society
Pancake Day
Catering For
Vegetarians
All our catering food outlets provide at least one vegetarian option at all
times, in accordance with the Vegetarian Society guidelines.
We also support National Vegetarian Week and create awareness by
promoting our vegetarian dishes.
Our Costcutter Stores
We try our best to provide ethical purchases using local suppliers for fresh
fruit and veg, meat, dairy products and fish, keeping the food miles as low
as possible.
At Costcutter, we provide the following products:
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Fairtrade products including tea, coffee, fruit juices and wines.
Halal meats
Gluten free products
Organic products
Oriental food
A diverse range of fruit & veg.
Fairtrade
Commercial Services has worked closely with the Student Union's
Environment Officers to raise awareness of Fairtrade ethics and to develop
the range of Fairtrade products available in catering and retail outlets
across the campus.
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Fairtrade coffee is provided as standard at all conference refreshment
breaks.
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All our vending machines on campus supply Fairtrade tea/coffee/hot
chocolate as standard.
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We are constantly on the look out for new Fairtrade products to add to
our portfolio.
Halal Food
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The University is a multicultural community with students, staff and
visitors who have differing religious and non religious beliefs and ethics.
In line with the University Plan and Equality and Diversity Policy,
Catering Services are committed to ensuring that services provided
meet the needs of this diverse community.
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We have worked closely with the ISA, particularly Dina Salah and her
colleagues and Professor Mohamed El Gomati (Electronics) to discuss
and understand the catering needs of the Muslim community. As a
result of this collaboration we have developed an 'in house' Halal
service standard for the Roger Kirk Centre enabling customers to select
appropriate dishes at the point of service.
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We will continue to develop and identify our range of Halal suitable
products in line with customer demand and availability of products.
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The Executive Chef and the RKC Chef attended approved Halal
awareness training in November 2009
Sports Centre
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Each booking is suited to the
individuals needs i.e. Specific
equipment.
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Our facilities are suitable for disabled
access including changing and
shower facilities and the Fitness
Suite is accredited to IFI standards.
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We provide a variety of leisure time
sport opportunities that will enhance
the students overall academic
experience and meet the diverse
needs of the students, faculty, staff
and university community.
York Nursery
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Rates: Student charges are at a lower rate
than general fee rates. Staff can take part
in the Nursery Extra Scheme.
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We provide information to parents that may
be of help in settling into the community i.e.
toy lending services, children centres etc
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Multi cultural toys and learning aids are
available to teach the children about
different cultures.
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We have a calendar of events to celebrate
different cultural events i.e. Japanese kite
day.
Conference Office
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We employ a number of students during vacation periods to help with
conferences running.
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Based on a case by case situation for conferences booked we cater for
specific needs such as attendees with blindness, deafness, etc.
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Conference and Bed & Breakfast bedrooms are serviced with Fairtrade
tea and coffee as standard.
Design, Copy & Print
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We work with a translation service to provide multi-language stationery
/ publications etc.
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We offer assistance with electronic payments to the University for
overseas post graduate students using our services
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We provide assistance to students and staff who need help with
formatting their files for print
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Costings ‘off price list’ to Departments and Student societies who have
projects with a limited budget .
Future Plans
We will continue to respond to the evolving expectations of our
students, the influence of advancements in knowledge and the needs
of employers, in order to deliver an exceptional experience.
We are dedicated to improving our current position even further…