2017 Summer Programs Annual Report
“You guys rock it, from the admininstration, to logistics, to the cleaning, and maintenance people. I never have to worry when I put people up with UW Housing.� - Kim Kreiger, Ice Cube Boot Camp
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LETTER FROM
DIRECTOR OF CONFERENCE SERVICES
Summer 2017 Staff (left to right): Front Row: Tom, Mackenzie, Jenna; Back Row: Sharon, Faye, Rose, Stephanie, and Helen
Each summer, University Housing staff deliver a coordinated effort to care for our guests and campus partners. We welcome many who are first-timers on campus, helping them at the eight hall desks to navigate successfully while they stay with us. Housekeeping and maintenance ensure clean and safe facilities, while our technology team improves wifi and provides quality computer services. Feedback from our adult guests’ rate convenience, price, air conditioning, and internet service at the top of their rankings for University Housing’s 15 residence halls. Friendly and helpful frontline service in the residence halls and dining marketplaces enhances everyone’s experience. Customers of all ages enjoy a variety of fresh foods within six conveniently located dining marketplaces. University Housing’s commitment to excellent customer service has shown high retention rates for summer programs and steady satisfaction ratings on surveys year after year. We are pleased to have served over 20,000 satisfied customers in summer 2017.
We had a total of
125
Summer Programs
Sharon Seagren Director of Conference Services
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SUMMER PROGRAMS NUMBERS AT A GLANCE New Revenue
Pre-College Programs
Sports Programs
Bed Nights
$163,447
2,493
6,003
73,316
14 New programs generated $163,447 in revenue.
43 Sports programs served 6,003 guests, 570 guests more than the previous summer.
24 Pre-college programs served 2,493 guests.
Our guests stayed for a total of 73,316 bed nights.
20,290 Summer Program Guests 8,169 Youth Residents 6,288 Commuters 3,276 SOAR Students and Parents 2,557 Adult Conference Residents
97 May
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7,366 June
10,759 July
2,068 August
Guests Per Month
SUMMER EXPERIENCE
DIVISIONAL TEAMWORK EQUALS SATISFIED CUSTOMERS Summers are busy in University Housing, with welcoming over 20,000 guests. It takes a team from across the entire Division to provide an outstanding guest experience.
E RENC E F N CO ICES SERV
Conference Services acts as the liaison with campus programs and Housing departments to coordinate management of summer service plans.
“Tom in Conference Services was amazing! Thank you so much for the way you took care of 250 CUNA Management School folks!” – Adult Guest
Highlights
125
Program contracts and welcome materials
2,363 4,300 Bookings for meeting & event spaces
Online reservations managed
307
Buses coordinated for events in 30 programs
5,717 6,360
Rooms assigned for guests
Guest experience surveys distributed
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NG & DINI NARY CULI CES I SERV
Dining & Culinary Services provides clean, and safe dining marketplaces filled with fresh, delicious food selections.
“The omelets, breakfast egg sandwiches, and french toast was superior! Rheta’s was also excellent in quality and selection.” – Conference Guest
Highlights Meal Plan By Unit Carson’s (6 weeks) Four Lakes (10 weeks) Gordon (10.5 weeks) Liz’s (3 weeks + Brkt 3 weeks) Newell’s (2 weeks) Rheta’s (5 weeks)
Total Guests 31,293 62,698 62,495 22,321 1,463 15,561
71,234 64,525 60,072 4,128 Breakfasts served
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Lunches served
Dinners served
Additional guests served
525
Guests received assistance from our dietician
CAT E SER RING VICE S
Housing Catering creates delicious food for any event.
“The catering was great overall and well received by all. Thank you!” – Association for Biology Laboratory Education, Faculty
389
Catered Events Including...
Boxed Meals
Banquets/Receptions
Buffets
Cookouts
Check-in Beverages
Break Service
Pizza Parties/Ice Cream Socials
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DESK S ICE SERV
Highlights
Desk Services ensures every residential guest is welcomed, has a ll their questions answered, and has an easy check-in/out.
55
Students staffed 8 desks
Customer service was HIGHLY rated in checking-in and welcoming guests
1,800
Convenience items were checked out
“The front desk staff were all very helpful and polite. All our meeting attendees had a positive experience. Thanks very much for your hospitality!” – Emma Ertinger, National Sustainable Agriculture Coalition
TECH NO SERV LOGY ICES
Technology Services handles every computer, internet, cable, and AV need with ease. Internet speed and reliability were in our top three rated services by adult conference guests.
Highlights
470
Audio and visual requests
7
850
In-room wireless access points installed
850
New televisions were prepared for guest rooms
13,000
Housing technology centers were used 13,000 times
RESID ENC HALL E FACIL ITIES
Facilities Staff guarantee a safe, clean, and comfortable environment for guests.
“University Housing accommodations have been great each year I have used them.” – Annual Adult Conference Guest
Highlights
FACILITIES STAFF INVENTORIED AND PROVIDED
92,326
150,625
34,161
13,452
Pillowcases
Sheets
Blankets
Bedspreads
2,800
Air conditioners were installed
143, 755 BATH LINENS LAUNDERED
62
Events were assisted by facilities unloading vehicles for check-in & checkout
3,960
Guest rooms were inspected & serviced for maintenance
Washcloths
Hand Towels
Bath Towels
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GLOBAL OUTREACH
WELCOMING GUESTS FROM ALL AROUND THE WORLD This summer we welcomed over 2,300 guests from 29 countries and 49 states.
2%
93%
OF
<1% The Carribean
<1%
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<1%
“UW-Madison is great! Customer Service A+” – Graduate School of Banking Student
Asia China India Japan Mongolia Singapore South Korea Taiwan
3%
Africa Egypt Liberia Nigeria
North America Canada Mexico United States The Carribean
South America Brazil Costa Rica
Europe
<1%
<1% New Zealand
Austria Belgium Croatia Denmark Finland France Germany Israel Italy Netherlands United Kingdom
Australia Australia New Zealand
“I had a great time. It was my first time in a dorm setting and it was wonderful!” – Adult Guest
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WHERE OUR GUESTS STAYED
GUEST BREAKDOWN BY RESIDENCE HALL CHADBOURNE 1,105 BARNARD 284 WATERS 2,508 TRIPP 162 ADAMS 144
SELLERY 3,291
OGG 1,863
SLICHTER 149 LEOPOLD 347
KRONSHAGE 660
COLE 559 SULLIVAN 919
BRADLEY 284
DEJOPE 513
PHILLIPS 43
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SMITH 1,455
FUTURE BADGERS TRY HALL LIFE
SOAR HOUSING SERVED 3,276 STUDENTS & FAMILIES
Housing partners with the Summer Orientation, Advising, and Registration program to welcome freshmen, transfer students, and their guests to campus. While at UW-Madison, they learn about Housing dining options, what to expect from living in a residence hall, and where to find valuable resources for success. About 25% of those registering for SOAR also stayed in either Smith or Waters Hall and had breakfast in a Housing marketplace. New this summer, the Gordon Dining and Event Center hosted dinner and the resource fair during four days in July. For more information regarding SOAR, please visit soar.wisc.edu.
“Housing has one of the most customer-centric group of employees I have encountered. They go above and beyond when it comes to event planning and execution!” – Program Sponsor
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LETTER FROM
DIRECTOR OF UNIVERSITY HOUSING
Every summer, our residence halls and dining units serve thousands of guests as a part of the Wisconsin Idea, a commitment to public service which goes beyond the traditional academic experience. Our staff work with many campus partners to provide a warm welcome and memorable experience. From pre-college academic and sports camp participants, domestic and international professionals, parents attending orientation with incoming students, to senior citizens involved in life-long learning, we aim to provide the highest level of service at affordable prices. From the time you arrive through the time you depart, our staff is here to meet your needs. Whether you are here for one night or for many weeks, we hope our guests have all the amenities and comforts of home.
On Wisconsin!
Jeff Novak Director of University Housing
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OUR CORE VALUES
FOUNDATION TO THE SUCCESS OF SUMMER PROGRAMS
Integrity
Creativity
Care
Excellence
Optimism
Respect
Stewardship
(608) 262-5576 â&#x20AC;¢ conferenceservices@housing.wisc.edu www.housing.wisc.edu/conferenceservices Author: Sharon Seagren Graphic Design: Sarah Barnes & Anna Soboleva Photography: Kate Feldt & Joel Ninmann, University Housing; Moments Photography
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“Housing had amazing customer service from everyone I’d encountered!” - 2017 Conference Guest