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Room Bookings – Coordination of teaching and conference space

Aim

We are committed to delivering an excellent, professional service to all our customers – staff, students, conference guests, and visitors

Service Level Agreement

  • Provide timetabling service to UCL staff to support UCL Teaching and Students
  • To work with UCL approved caterers to deliver agreed catering provision to clients as required
  • Maintain high standards of enquiry handling, advice and guidance to all our customers in a friendly, professional and supportive manner
  • To provide conference and event booking support for external visitors, UCL staff and students
  • To liaise with the Facilities Team to ensure Centrally Bookable rooms meet agreed standards
  • To offer value for money for chargeable events
  • Provide a telephone message prompt to promote our online request link at busy periods mid-week, weekends and Public Holidays
  • To respond promptly to all enquiries in the agreed time frame
    • General enquires within 2 days
    • Online Requests within 24 hours except at our busiest periods at the beginning and end of terms 1 & 2
  • To deal with complaints in a timely and efficient manner
  • To provide accurate and up to date information throughout the booking process

Key Performance Indicators

  • All feedback will be logged in a framework/spreadsheet to monitor causes and remedies and the comments discussed at monthly meetings to improve service
  • The email inbox roombookings@ucl.ac.uk will be monitored daily to ensure all enquiries are handled appropriately
  • Increase in income from chargeable bookings • Increase in positive comments, and a reduction of complaints for well-run events
  • Regular room surveys to be carried out with any defects and lowered standards communicated to the relevant department to resolve
  • Feedback sessions with Catering User Groups, and customer comment forms

What we need from you

To provide information on requirements in a timely manner that accurately reflect your needs.

RELATED LINKS:

Room Bookings

Customer Feedback


University College London - Gower Street - London - WC1E 6BT - Telephone: +44 (0)20 7679 2000 - Copyright © 1999-2015 UCL