signs of being - rit · our appreciation for deaf culture and continue to promote inclusion between...

SIGNS OF BEING

2018 SPRING NEWSLETTER

As we conclude another LEGENDARY year, I truly appreciate the wonderful spirit of cooperation between our multiple service areas, which continue to contribute to high customer satisfaction at our awesome University. This was notably demonstrated via several internal partnerships which created operational efficiencies and clearly demonstrated a willingness to place team above self. What a great sign of growth for our organization.

Continuing in the theme of cooperation, I surely hope that you all used this year as an opportunity to reach and give a handshake of fellowship to both old and new Student Auxiliary Services colleagues. If you have not done so I ask that you make time this summer to befriend a fellow SAS team member that you may not have connected with and spend a few minutes sharing funny stuff together.

Remember: “It is not where you go …it’s who you meet along the way.”

Relax, enjoy the summer, and stop by the office and say hello to Kathy & me :)

Sincerely,

“H”

LEGENDARY

REMARKABLE WORDS

CONTENTSLEGENDARY AWARD NOMINEES

BUSINESS STRATEGIES & TECHNOLOGY

DINING SERVICES

DEPARTMENT ACCOMPLISHMENTS

LEGENDARY SIGNS

ASL WEEK

MARKETING & PROVEN RESULTS

UNIVERSITY GALLERY SHOWS

SPOTLIGHT

2 STUDENT AUXILIARY SERVICES | NEWSLETTER SPRING 2018

QUALITY SERVICEAmy BoulaDining Services, Gracie’s

Michael BurtHousing Facilities, UC

Shauna CrossMarketing, SAS

Daniel LevatoDining Services, Dining Commons

Leo MakoskyBusiness Strategies & Technology, SAS

Herlan ManurungDining Services, Café & Market at Crossroads

Katie PasteckiHousing Facilities, SAS

Jerry TaroniHousing Facilities, SAS

Greg WigginsHousing Facilities, SAS

TIMELY RESPONSERebecca HicksHousing Operations, SAS

CARE & CONCERNClifford J. Cisco IVDining Services, Dining Commons

Tami PaladinoDining Services, Gracie’s

NOMINATIONS FOR THE LEGENDARY AWARDS

STUDENT AUXILIARY SERVICES | NEWSLETTER SPRING 2018 3

NOMINATE SOMEONE TODAY AT HTTP://BIT.LY/LEGENDARYNOMINATIONAWARD

MISSION Student Auxiliary Services seeks to deliver the highest level of customer service resulting in customer satisfaction and loyalty.

VISION Student Auxiliary Services provides legendary services that surprise and delight customers every day.

WHAT IT MEANS TO BE

QUALITY SERVICEWe will enhance the customer experience with our expertise and efficiencies.

TIMELY RESPONSE

We will provide thorough and prompt communication.

CARE & CONCERNWe will respect and have a genuine concern for others.

AWARDS

TIGER AWARD EMBODIES ALL THREE PILLARS

Michael BurtHousing Facilities,UC

Cathy RappazzoDining Services, RIT Catering

Dominique ScacciaDining Services, Café & Market at Crossroads

Adrienne SmithHousing Facilities, SAS


REFRESH TO BUSINESS TECHNOLOGY

Over the course of six months, the Business Strategies & Technology Management department underwent new position changes with new roles and responsibilities. What originally started as a quest to replace a staff member’s position, quickly became a collaborative project amongst the different departments to make Student Auxiliary Services more agile and successful. The outcome of this project highlights the flexibility of Student Auxiliary Services and how we can adapt to new technological changes moving forward.

The Business Strategies & Technology Management team, led by Rona Skinner, now consists of six team members. Areas include CBORD Operations (open), Retail Systems (Leo Makosky), and a new component, Data Management (McLean Bulmer).

McLean is the Associate Director for Data Management. His responsibilities include helping the directors from the different SAS departments pull information from all of the Student Affairs systems, such as Housing and Dining, to make effective, data driven decisions. With this information, McLean is tasked with finding relationships between student activity and housing or dining needs to help drive better decision making. Reporting to McLean are Loralyn Simmons and Susan Lowe.

Loralyn, Business Analyst, focuses on the business areas of Student Auxiliary Services. She is responsible for reporting the business processes and incorporating technology to make the SAS businesses more time and cost efficient. Susan Lowe, Operations Coordinator, oversees project management and making sure projects are running efficiently and on time. Her additional responsibilities include managing the ticketing system which notifies if something is faulty with one of the technology systems. “The overall goal

is partnering with the businesses to bring efficiency, effectiveness, and to identify opportunities for them to deliver a better service and prove their bottom line and expand their business to deliver additional capabilities and services to our students. We want to deliver the best experience we can to them in the most efficient and effective way,” says McLean.

Going into the new academic year, the team will be focusing on data from both the technology and business aspects to make data driven decisions. Rona says that moving into the new-year, these changes will be a “good marriage between technology and being able to support the business processes, the reporting, and the data of the department to aid decision making. Adding McLean, and his team, will give SAS that partnership that will help us support both of those areas.” The team is excited for the monument moving into the new academic year.

THE OUTCOME OF THIS PROJECT HIGHLIGHTS THE FLEXIBILITY OF STUDENT AUXILIARY SERVICES AND HOW WE CAN ADAPT TO NEW TECHNOLOGICAL CHANGES MOVING FORWARD4 STUDENT AUXILIARY SERVICES | NEWSLETTER SPRING 2018

Back row: McLean Bulmer, Rona SkinnerFront Row: Loralyn Simmons, Leo Makosky, Susan Lowe

STUDENT AUXILIARY SERVICES | NEWSLETTER SPRING 2018 5

DINING SERVICES CHANGES

In the past five years Dining Services experienced 17% growth. To keep this momentum, Dining needed to leverage internal resources and evaluate the current structure. Over time, assessments and changes to multiple areas from food products, processes, technology, and staffing have been made. For example:• A new management structure

implemented at Gracie’s, Crossroads, and SAU Operations

• Production Coordinator changed to Sous Chef

• Production Manager changed to Chef De Cuisine

• A Junior Sous Chef position created

By making these structural changes the desire is to:• Maintain and allow for better

services to evolve businesses that are centered around the complexity of food, technology, and business processes

• Increase redundancy in skill sets to ensure multiple staff members are able to complete critical operational tasks in an efficient manner

• Effectively recruit, maintain, and recognize staff

In addition to the changes, dining leadership evaluated the structural makeup of the east, west, and central areas of operation. A reorganization of responsibility for the Associate Directors has now been implemented. Executive Director, Kory Samuels says it is “my expectation (that these changes) will allow for Dining Services to collaborate on a greater level across our areas of business and while at the same time leverage our internal resources as much as possible to continue to move us forward and provide legendary customer service to all.”


IN THE PAST FIVE YEARS DINING SERVICES HAS

EXPERIENCED $6,000,000IN GROWTH

DEAN ENGDAHLDirector of Operations Residential Dining and Business Services

Dean will oversee residential dining operations and become the senior level operational point of contact for all third-party agreements and strengthen the procurement partnership. He will also be the senior liaison to the SAS Marketing team and help identify efficient ways to document and ensure operational excellence in food and labor costs.

LON CHASEDirector of Operations Retail and Convenience Stores

In addition to current responsibilities, Lon will oversee all convenience stores, which accounts for approximately 22% of the dining business, create efficiencies using the inventory system, and drive revenue.

Don LaFlamSenior Director Operations Retail and Culinary Operations

Don will maintain his current responsibilities with the added charge of creating a long- term vision for the culinary program, which will include menu development, staffing, training, development, collaboration, food quality, costs, presentation standards, and working with the business systems and technology team.

Led by Executive Director Kory Samuels, the Dining Services’ team will be restructured as follows:

SHAKIUGNPIT


GALLERIES

DEPARTMENT ACCOMPLISHMENTS

UNIVERSITY ARENAS

Shop One sales up 40% from Length of Service Awards

40%

DINING SERVICES

Audience View Ticketing system recognized at Audience View’s National Conference.

• 5 hosted in 2017-2018• Won the bid to host the

New York State Cheer Championships for the next 3 years (2019-2021)

The Gordon Field House was the premier venue for cheerleading competitions

and championships:

9%The Learn-to-Skate Program up vs last year

TigerBucks is now accepted online

Shop One product images are now shot in-house for savings

$62,000Food spend and production

savings total

Artesano Bakery & Café revenue increase

17%19%Ctrl Alt DELi revenue increase

Ritz Sports Zone revenue increase

22%Gracie’s move to in-house production of soups

7% increase in page views after Dining website redesign

Dining Mobile app redesigned

6 STUDENT AUXILIARY SERVICES | NEWSLETTER SPRING 2018 STUDENT AUXILIARY SERVICES | NEWSLETTER SPRING 2018 7

Data subscription module added into StarRez

Reduced workload for Housing Facilities summer turn workflow process

Improved tracking, reporting and monitoring with SAS Footprint ticket tracking system

BUSINESS STRATEGIES & TECHNOLOGY MANAGEMENT

HOUSING OPERATIONS & GLOBAL INITIATIVES

Developing and implementing a new StarRez portal $23,000

Revenue increase by reconfigured

Housing Connections

HOUSING FACILITIES

GLOBAL VILLAGE

Relocated to Building 99 and improved efficiencies and collaborations with FMS

Number of student rooms painted

+750

Completed carpet replacement in student rooms

+350

8New events in Global Village Plaza

• Beats and Games on the Plaza

• RIT Fringe Fest Performers

• GV Community Art Show

Global Campus window decals installed and social media revamped

Department Accomplishments Continued


LOOKFORTHE

SIGNS

FROM ASL WEEK AT THE

COMMONS TO BIKE SHELTER

POSTERS & BANNERS TO RIT

CATERING’S NEWLY DESIGNED

FLEET, THE SIGNS ARE ALL

AROUND CAMPUS THAT SAS IS

ON THE MOVE AND LEGENDARY.


ASL WEEKASL WEEKA WEEK-LONG CELEBRATION OF ASL & DEAF CULTURE AT THE COMMONS

In April, Dining Services celebrated American Sign Language and the Deaf community with ASL Week at The Commons. The week-long event featured hand painted hand-signs on the windows, animated hand-sign digital menu boards, hand-sign posters, and ASL alphabet flyers, all created by SAS Marketing. The ASL spirit continued with a partnership with No Voice Zone, an all student led club that provides opportunities for students to learn sign language and information about Deaf culture. Students of all ASL skill levels came out to converse and work on their ASL while enjoying dinner at The Commons.

The importance of diversity and inclusion on campus is a priority for the RIT community. Through Dining Services, this event was designed to show our appreciation for Deaf culture and continue to promote inclusion between all students on campus. The Commons has many deaf and hard of hearing student workers and customers due to its proximity to NTID. “Being inclusive with NTID is a part of the everyday thing that we do here… having ASL week, making (signage) changes, reaching out, appreciating deaf culture and learning from it helps us moving forward,” says Paul Maushart, General Manager of The Commons.

ASL week was a success. Students appreciated the efforts made to highlight Deaf culture. Appreciating, recognizing, and incorporating the cultures of our students is yet another example of legendary service provided by Student Auxiliary Services.


#ResultsROC Some awards are based purely on aesthetics. What looks good in the eye of the judge. Not for the American Marketing Association Pinnacle awards. Their motto is #ResultsROC. AMA Pinnacle Awards honors the Rochester marketing community for work with proven results. The SAS Marketing team submitted The Dining Website (Website category) and the 360 Project Global Village event (Special Event category) in this years competition.

The dining website dramatically improved search and navigation functions. Page views were up 7.4% vs a year ago and there was a 7% decrease in time spent on the site – as viewers were able to quickly locate open and closed locations, meal plan

options, and the visiting chefs. Previously visitors would have to click after click after click to find such information. The marketing portal gives managers access to fillable PDFs for signage for consistent branding and cuts down on signage requests. Lastly, the dining main page set the stage for RIT Catering, RIT Care Packages, and Dining Express websites so there is a direct connection from dining to all these sites.

The 360 Project Event set out to accomplish four goals. First, drive traffic and awareness to Global Village. The event drew 700+ people and set the stage for the fall Global Village events, such as Going Fringe in Global Village. Second, the event drove awareness of our global campuses. The 360-video had 1,736 views and attendees sampled regional food from

each of the campuses. Third, facilitate cross campus collaboration. A headset design competition was held with 22 entries, in which each campus received headsets to view the video, and 4 of the 6 global campuses held similar events. The final goal was to highlight the spirit of innovation. The event showcase how virtual reality could be used to promote and highlight our campuses.

As first-time entrants, the SAS Marketing team were finalists in both categories, Website and Special Event. “We are pleased to be honored as finalists and it shows the work we do is also recognized by the greater marketing community, especially competing against marketing teams that are three times our size,” says Director of Marketing, Denishea Ortiz.

FINALIST WITH PROVEN RESULTS

Rochester

2018 Pinnacle Awards


University Gallery

2018 Shows

Interior / ExteriorCarl ChiarenzaRoger Bruce June 11 - August 11, 2018

Rebecca AloisioAugust 13 - October 6, 2018

50th Celebration: RIT Archive Collection + Andrew FranklinOctober 8 - December 21, 2018

Goya 263, 1994


NEW HIRESAARON BAUSCHARDAsst Mgr Residential StoresCorner Store

HANIFE DALIPILine ServerGracie’s

PAUL GRABENSTETTERReceiving ClerkAux-Brick City Cafe

THEPPRANEE GUCKIANCatering Sales SupervisorRIT Catering

ERIN HARTERBusiness Support AdministratorDining Services

KATHY HARTERSr. Staff AssistantSAS

LYNDSEY HICKSAssistant Director of MarketingSAS Marketing

JENNIFER KNITTELCookRIT Catering

KENNETH MITCHELLGrounds AssistantHousing Facilities

MARGUERITA NEWTONEvent SupervisorRIT Catering

BRITTNEY QUAINTONCookGracie’s

ALICIA ROSSCatering Sales SupervisorRIT Catering

JOSH TRUBATCHCookDining Commons

PROMOTIONSAARON ALQUIST Sous ChefCafé & Market at Crossroads

SUSAN BLAHABusiness Operations ManagerDining Services

MCLEAN BULMERAssociate Director Data ManagementBusiness Services & Technology

LON CHASEDirector of Operations, Retail & Convenience StoresDining Services

SHAUNA CROSSAssistant Director of CreativeSAS Marketing

DEAN ENGDAHLDirector of Operations - Residential Dining and Business ServicesDining Services

JEFF FLOWERDAYSenior Ice Operations SupervisorArenas

DON LAFLAM Senior Director Operations – Retail and Culinary Dining Services

VIORICA (LILI) LAZEROFF BakerGracie’s

SUSAN LOWEOperations CoordinatorBusiness Services & Technology

LEO MAKOSKYAssistant Director Retail ServicesBusiness Services & Technology

HELLEN SAROIN-SONG-BITETTI Junior Sous Chef Café & Market at Crossroads

LORALYN SIMMONSBusiness AnalystBusiness Services & Technology

RYAN SLATTERY Junior Sous Chef Cantina & Grill at Global Village

WENDY RICHARDSManager of SAU Dining SAU Dining

what makes us

RECOGNITIONS

Shop One, along with Magic Spell Studios and Owen Gottlieb, professor of Interactive Game and Media, helped launch the strategy game, Lost & Found and Lost & Found: Order in the Court.

Congratulations to our very own Rona Skinner and Loralyn Simmons who will be featured speakers at the StarRez Global Conference in Atlanta, Georgia in July.

GRADUATIONSSANDRA JONESAssociate in Applied Science, Individualized Study

SHAWN BOYLEBachelor of Science in Applied Arts and Sciences

CLIFFORD CISCOBachelor of Science, Applied Arts and Science

JOHN LAFRANCEBachelor of Science in Business Administration, Management

LORALYN SIMMONS Bachelor of Science in Business Administration, Management

SCOTT HETHERINGTON Master of Science in Service Leadership and Innovation

KATIE NIELSENMaster of Business Administration, Hospitality & Tourism ManagementAdvanced Certificate in Project Management

United Way Day of Caring: Carla Dilella, Jessica Mallon, and Adrian Franco.

EMPLOYEE SPOTLIGHTS

Above: Dining Services Celebrates Graduations: Kory Samuels, Katie Nielsen, Shawn Boyle, Sandra Jones, Dr. Howard Ward, John LaFrance, Clifford Cisco.

Housing Operations Staff volunteering with Habitatfor Humanity.

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