Housing & Hospitality Services
LEADERSHIP INTERNSHIP PROGRAM Background – 2007/2008 Inaugural Year In September 2007, Housing & Hospitality Services (H&HS) initiated a Leadership Internship Program for eleven mid-level managers. The eleven individuals were chosen from an applicant pool for this new program. The intent with this year-long program was to provide interested managers and supervisors more in-depth exposure to critical core competencies required for professional development that could result in future advancement within H&HS. Monthly Meetings & "Brown Bag" Sessions The Program was structured to share knowledge specifically related to H&HS and our business requirements, with meetings taking place once per month. Monthly topics were presented or facilitated by the H&HS director most knowledgeable about the featured topic. Brown bag lunchtime workshops were also scheduled to introduce the group to the “inner workings” of a specific H&HS functional area. Book Club & Group Project A book club was also created as part of the Program to provide an opportunity for auxiliary learning around a leadership topic. The group met once a month in a casual environment that provided 11-to-1 time with the Assistant Vice Chancellor of H&HS, Peter Angelis. A group project – focused on an organizational issue or challenge – was assigned to the interns for research and solutions. At the conclusion of the Program, a special presentation was given to H&HS directors to present the solutions the interns developed to address the organizational challenge. Graduation The inaugural program graduated all eleven participants in a moving ceremony at the Fowler Museum in August 2008. Three of the Program interns have since received promotions to higher paying positions within H&HS.
The Evolved 08/09 Leadership Internship Program Based on the success of the inaugural year, a decision was made to continue with the Leadership Internship Program. The Program components were reviewed and revised, and the way in which individuals were chosen to participate was changed. During this second year, senior leaders in H&HS (assistant and associate director-level team members) were asked and strongly encouraged to participate in the Program – there was no formal application process. The goal for this evolved program is to develop the participants’ institutional and organizational knowledge, exposing them to broader H&HS and campus issues and a wide-array of practical leadership styles. The 2008/09 Leadership Internship Program began in fall 2008 with 18 assistant and associate directors and other senior managers participating as interns. The evolved program content includes four main components: 1. Roundtable Leadership Lunches with key campus leaders 2. Benchmarking/Best Practices Projects – individual study 3. Knowledge Transfer Workshops – H&HS-specific 4. Book Club led by AVC Pete Angelis, focusing on the topic of effective decision-making strategies.
1. Roundtable Leadership Lunches Lunches are held on a monthly basis for the Program interns and the H&HS directors. The roundtable lunches scheduled through November 2009 include the following speakers: December 2008
Sam Morabito – Administrative Vice Chancellor, Administration
January 2009
Jack Powazek – Associate Vice Chancellor, General Services
February 2009
Judith Smith – Vice Provost, Undergraduate Education Panel Discussion with UCLA Capital Programs • Jeff Averil – Campus Architect
March 2009
• Kathy Fitzgerald – Director, Project Development • Sue Santon – Assistant Vice Chancellor, Capital Programs • Tova Lelah – Assistant Director, Capital Planning & Finance
April 2009
Keith Parker – Assistant Vice Chancellor Government & Community Relations
May 2009
Charles E. Young – Emeritus UCLA Chancellor
June 2009
Janina Montero – Vice Chancellor, Student Affairs
July 2009
Lubbe Levin – Associate Vice Chancellor, Campus Human Resources
August 2009 September 2009 October 2009 November 2009
Dan Guerrero – Athletic Director, UCLA Athletics John Sandbrook – Interim Chief of Staff to the UC President Scott Waugh – Executive Vice Chancellor & Provost (pending) Gene Block – UCLA Chancellor (pending)
2. Benchmarking/Best Practices Projects Topics for the "benchmarking/best practice" independent study projects were chosen by each intern. Careful consideration was given to topics that were of professional interest to the interns and could also garner valuable results for the organization The studies currently in progress include: • Arianna Combs – Assistant Director, Housing Assignments Compare existing customer service performance metrics with industry standards.
• Vilma Dawson – Assistant Director, University Apartments Compare University Apartments’ electrical utility use and costs against equivalent market-rate multi-family housing and current industry standards.
• Sajal K. Debnath – Construction Manager, Capital Projects Compare the quantity, categories, and impacts of “Requests for Information” (RFIs) for H&HS projects against similar, private-sector projects in the Los Angeles basin.
• Teresa Diaz – Assistant Director, HR and Payroll Services Determine and compare student recruitment and retention practices and processes with other UCLA departments and other UCs.
• Steve Dundish – Area Manager, Rooms Division Compare the mail distribution process for UCLA On-Campus Housing (a self-operated entity) to UPS.
• Jeff Hall – Maintenance Manager, On-Campus Housing Determine and compare productivity standards of individual maintenance tasks to industry standards (potentially hotels and prisons).
• Pi-Hsuan Kao – Capital Projects Manager & Architect, Project Management Compare current housing renovation projects — water-efficient plumbing fixtures, the University LEEDS policy, and end-user needs for comfort — to private-sector renovation projects of similar scope.
• Ken MacKenzie – Assistant Director, University Apartments Facilities Compare recyclable beverage container capture rate with industry standards and other private-sector, multi-family housing facilities.
• Luis Martinez – Area Manager, Dining Services Compare productivity ratio of “meals served per labor hour” with other college and university market-place dining board plan operations.
• Paul Mendoza – Assistant Director, Housing Financial Services Compare staffing for the catering/conference billing function in UCLA Housing Services to comparable industry standards.
• Joanne McGill – Assistant Director, Dining Services Administrative Offices Compare accounts payable practices of other organizations. Use information to determine the most efficient and effective way for UCLA Dining Services to process invoices and to establish productivity benchmarks for invoice processing.
• Carisa Narvaez – Area Manager, Rooms Division Compare productivity levels (number of minutes to clean a guest room) for summer On-Campus Housing housekeepers to hotel industry standards and other comparable standards.
• Tony Perrone – Assistant Director, UCLA Catering Production Determine and compare revenue measurements and cover capacity of UCLA Catering with other colleges, universities, hotels, and private off-premise catering companies.
• Jo Anne Singer – Assistant Director, HR & Payroll Determine and compare H&HS’s human resource quantitative and qualitative metrics with other HR departments.
• Junji Toshima – Access Control Manager, Rooms Division Compare external safety/security personnel services and corresponding costs with similar colleges and universities.
• Jason Walley – Assistant Director, Conference Services Compare best practices of leadership development programs for senior staff.
• Charles Wilcots – Associate Director, Dining Services Compare per plate meal costs for UCLA Dining with other college and university market-place board operations.
• Barbara Wilson – Associate Director, Rooms Division
Compare inventory management applications for linen, paper supplies, and cleaning chemicals for UCLA residence halls with
comparable institutions.
3. Knowledge Transfer Workshops Four Knowledge Transfer Workshops conducted by the H&HS director most involved in the topic are scattered throughout the year-long program. Attendance is open to the interns and H&HS directors. Workshops this year include: 1. 2. 3. 4.
H&HS Strategic Planning — Angela Marciano & Peter Angelis The H&HS Debt Capacity Model — Dan Les H&HS Capital Project Planning & Processes, and Building Sustainable Buildings Dan Batliwalla & Robert Gilbert Employee Relations at the University of California — Lynne Thompson & Nina Purtell
4. Book Club The book club focuses on informal discussions regarding the concepts presented in best-selling business literature and their relevant application in the H&HS environment. The book club is facilitated by AVC Angelis and includes only the 18 interns. The books include: THE TIPPING POINT by Malcolm Gladwell BLINK by Malcolm Gladwell OUTLIERS by Malcolm Gladwell SWAY by Ory & Ron Brafman Predictably Irrational by Dan Ariely Freakonomics by Steven D. Levitt & Stephen J. Dubner The World is Flat by Thomas Friedman
Outcome Measures The success of the Leadership Internship Program is measured by the following general metrics: Promotion Rate
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Retention Rate
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Involvement
LEADERSHIP INTERNSHIP PROGRAM UCLA Housing & Hospitality Services Angela Marciano – Director, Organizational Planning, Performance & Development 310.206.4455 • amarciano@ha.ucla.edu
5/09