4 days before the turnover, you must liaise with various members of the centres operations as follows: 

These meetings will be led by the Centre Manager, but it is important that the entire management team attend so that everyone knows what has been confirmed and agreed.

Facilities and Accommodation teams

You need to communicate all the relevant information and discuss a plan of action for the day. 

The key details are as follows:

• Exact number of students checking out and their room numbers

• Exact number of student arrivals and arrival times

• A cleaning schedule outlining the order in which rooms are to be cleaned (determined by group arrival times)

• Who is responsible on the day (manager or supervisor) and what hours they are available

Catering

You must send the dietary requirements and allergen information for the new arrivals, along with confirmed total numbers to the catering team (and packed lunch supplier). Don’t forget to include group leaders and Language in Action team members into the total numbers for catering. 

Arrivals

You must also check arrival times and arrange a transfer schedule for each team member. This schedule will be produced by the Tour Coordinator, independently from the weekly rota and will focus on placing Tour Guides at the various airports across the city to greet the new students at the arrivals gate. For more information see Section 1.7 Transfers

Student Key and ID

The Campus Coordinator will need to organise team members to collect, sort and categorise new room keys, student ID badges and student lanyards into piles sorted by arrival group. Each pile should be clearly labelled, and contain only the students arriving at that time, ready to be handed out as the students arrive at the campus. The Room Allocations list (provided by your Programme Manager) is used to assign rooms to students. 

Language in Action Team

The team must be briefed on the schedule and plan, including timings, groups, student numbers, and any special requirements including disabilities or other special needs. Everyone needs to be clear of their role for the day. This must be in in-person meeting to allow for questions and discussion to ensure clarity. 

The day will run differently each turnover depending on departure and arrival times, but typically students will start departing around breakfast, and start arriving after lunch. Expect students to have been travelling all day and some on several different flights - they will be tired and hungry. 

___________________________

It is vital that the turnover day is well organised, and that the team understand that their appearance and attitude on these days must be exceptional. 

Let's start with the primary roles of the Campus Coordinator and Campus Team

• The first thing to do is check in with the facilities and reception teams to ensure everything you have planned is still in place, and that everyone is ready. The two main areas are room cleaning and room key production/availability. You will also have all team members working, and you should ensure that everyone knows their task, times, and cleaning schedules.  

• You can preassign roles to your team and keep them in their roles throughout the day if possible. Roles can include things like: check-in desk with meet & greet, room checks and maintenance, or campus tours. 

___________________________

• Each departure should be allocated a team member to see the group off, and importantly, collect their room keys. Once keys are collected, they can be sorted and reassigned for the new arrivals as per your plan. 

• As student groups leave, you need to communicate this information to the cleaning team, so they know which rooms are ready to be turned over. As the rooms get cleaned you will need to send Campus Leaders to check the rooms to ensure they meet the standards Language in Action expect. There is a checklist on the Staff Drive that can be used.

___________________________

• Your Tour Coordinator will keep you updated on expected arrival times. As groups arrive, your Check in with Meet & Greet team will store the students' luggage and guide the students to the tour starting point. The team member(s) you have assigned to deliver the campus tours will then take the students on a short orientation tour of the campus before bringing the students back to check-in team. 

• The check in team will then assign each student their room key and lanyard with ID badge, then escort the group to their rooms. 

When the groups arrive, and before they begin their tour, the Centre Manager will sit with the group leader to confirm some essential information. This meeting will last no more than 10 minutes. There is a Group Leader Agenda in the staff drive which covers:

• • Who’s who in the centre

  • Emergency procedures

  • How the room allocation will work

  • A detailed Itinerary for the following day (placement tests and inductions, timetable confirmation)

  • Confirmation of dietary requirements, allergies, disabilities, and other special needs

___________________________

All groups are given a packed dinner on arrivals day. They should be handed from no earlier than 6pm and groups that arrive earlier must be informed of the plan when they arrive. 

ARRIVALS:

• Lunch : included ONLY if their landing time in the UK is scheduled for not later than 11.00 AM - Lunch will typically mean you will have to order pizza delivery for that group.

• Dinner: always included as a packed meal from 6pm

DEPARTURE:

• Breakfast : always included (packed if the students depart before the service starting time)

• Lunch : included (packed, except special cases) only if the students’ departure flight is scheduled for not earlier than 12.00 PM

If a group leaves earlier than that, we’re not responsible for the students anymore as the they are not in the UK at lunchtime, and do not pay for their meal while travelling.

All the other meals outside those deadlines will be considered as extra. 

In case of changes on flight departure/arrival times that affect the meal plan the deadline will be 2 days before the starting date of the study

vacation (for instance: your original arrival time was 1.30 PM, so the lunch wasn’t included, and the new arrival time is 10.30 AM: If the change is communicated 2 days in advance no charge will be applied, if the communication arrives late, the meals may be not guaranteed and a charge may be applied).

This process will repeat for most of the day, and it is important to maintain a high level of concentration and organisation throughout. The later into the day, the more tired your team will become, and checking in on them is important. Ensure that everyone gets food, and sufficient breaks.

Only when all the students are in their rooms is the day over, and you must maintain a sufficient level of staffing until everything is complete. 

Your Programme Manager will be on site to support and provide instruction where needed, so you will not be alone, but remember, your team will look to you for the same. 

The day will run differently each turnover depending on departure and arrival times, but typically students will start departing around breakfast, and start arriving after lunch. Expect students to have been travelling all day and some on several different flights - they will be tired and hungry. 

___________________________

It is vital that the turnover day is well organised, and that the team understand that their appearance and attitude on these days must be exceptional. 

Let's start with the primary roles of the Campus Coordinator and Campus Team

• The first thing to do is check in with the facilities and reception teams to ensure everything you have planned is still in place, and that everyone is ready. The two main areas are room cleaning and room key production/availability. You will also have all team members working, and you should ensure that everyone knows their task, times, and cleaning schedules.  

• You can preassign roles to your team and keep them in their roles throughout the day if possible. Roles can include things like: check-in desk with meet & greet, room checks and maintenance, or campus tours. 

___________________________

• Each departure should be allocated a team member to see the group off, and importantly, collect their room keys. Once keys are collected, they can be sorted and reassigned for the new arrivals as per your plan. 

• As student groups leave, you need to communicate this information to the cleaning team, so they know which rooms are ready to be turned over. As the rooms get cleaned you will need to send Campus Leaders to check the rooms to ensure they meet the standards Language in Action expect. There is a checklist on the Staff Drive that can be used.

___________________________

• Your Tour Coordinator will keep you updated on expected arrival times. As groups arrive, your Check in with Meet & Greet team will store the students' luggage and guide the students to the tour starting point. The team member(s) you have assigned to deliver the campus tours will then take the students on a short orientation tour of the campus before bringing the students back to check-in team. 

• The check in team will then assign each student their room key and lanyard with ID badge, then escort the group to their rooms. 

When the groups arrive, and before they begin their tour, the Centre Manager will sit with the group leader to confirm some essential information. This meeting will last no more than 10 minutes. There is a Group Leader Agenda in the staff drive which covers:

• • Who’s who in the centre

  • Emergency procedures

  • How the room allocation will work

  • A detailed Itinerary for the following day (placement tests and inductions, timetable confirmation)

  • Confirmation of dietary requirements, allergies, disabilities, and other special needs

This process will repeat for most of the day, and it is important to maintain a high level of concentration and organisation throughout. The later into the day, the more tired your team will become, and checking in on them is important. Ensure that everyone gets food, and sufficient breaks.

Only when all the students are in their rooms is the day over, and you must maintain a sufficient level of staffing until everything is complete. 

Your Programme Manager will be on site to support and provide instruction where needed, so you will not be alone, but remember, your team will look to you for the same.