V o i c e Yo u r c h o i c e !

We want to hear from you … what

interests you, what you would like

to know and more. This is your

newsletter, and your interests are

important to us as we produce

future editions.

Please "Voice Your Choice" by

emailing Diane Riccitelli at

diane.riccitelli@jwu.edu

by Jan. 10, 2012.

I am excited to see the first

publication of this newsletter. Kudos to everyone who wrote articles and those who compiled the

finished piece. I look forward to many future editions.

As I read a few drafts of the articles, I was able to reflect once again on the many services you represent. There is hardly an aspect of the student’s life outside the tra-ditional classroom that isn’t touched by the work that all of you do. Your commitment to our students’ success and achievement of their goals continues to make Johnson & Wales an outstanding university.

As you read this newsletter, I challenge each of you to begin thinking

G r e e t i n g s !fall 2011News for studeNt services

Student Services News

You Name It ContestSelect the winning name and you will be a winner!

The Student Services employee newsletter, representing SAFS, Student Affairs, Campus Dining, ID Services, Practicum Properties, International Student Services and Student Communications needs a name. The name should reflect our goals of:

• Enhancing collaboration between these key student service areas • Increasing awareness of what we all do • Promoting unification of services to better serve our students Send your entry to Diane Riccitelli at diane.riccitelli@jwu.edu by Tuesday, Jan. 10,

2012. The employee submitting the winning entry will receive a $10 Starbucks gift card.Entries will be reviewed by the newsletter committee. The winning entry will be

incorporated into the masthead of the winter edition.

about how learning of our colleagues’ work can enhance your own efforts. I encourage you to reach out and make connections. By forming new bonds and working across traditional department boundaries, I am confident that you will produce even stronger efforts for our students. We have a tremendous opportunity before us to collaborate and work in entirely new ways. Opening ourselves to new ideas and perspectives is not only exciting, but will often produce results beyond our expectations.

I look forward to working with you during this exciting time and seeing the new directions our combined work takes us.

Marie Bernardo-SousaSenior Vice President of Student Services

During the 2011–2012 academic year student academic counselors

were charged with meeting every first-term College of Business student as part of a new program. First-year students are required to make decisions about things such as courses, majors, activities and personal time management almost as soon as they arrive on campus (King & Kerr, 2005). A first-

year program plays a vital role in fostering student relationships, specifically connec-tions between the students and the academic counselor (Foote, 2010). Most first-year advising sessions involve students meeting with academic counselors at the beginning of a term. As a result, the academic counselor’s advice and suggestions in the very beginning of the student’s academic career can have a profound productive effect on the student (King & Kerr, 2005; Foote, 2010). After researching successes at other universities, JWU officials determined that creating a group format with a maximum of 14 students per session was not only practical and efficient, but would meet the

program’s goals. The academic counselors assigned to meet with the approximately 800 new first-year business students were Linda DeAngelis, Nancy Groleau and Stacia Wesolowski. Students were scheduled for a mandatory two-hour session of REG0010: First Year Advising Program. During the sessions, the counselors review how to register for classes and use

the Grad Planning System (GPS), which includes the student’s degree audit, an aca-demic planner and the GPA calculator. The importance of maintaining good standing at the university is stressed along with how a GPA can positively or negatively affect the student’s progress. Various university polices are also reviewed such as add/drop and course withdrawal policies, the attendance policy, requirements for full-time status, and a review of academic honesty. Discussions focus on utilizing JWU communications (jwuLink, university email, www.jwu.edu, etc.), email etiquette, time management and study skills, and the student’s confidentiality rights (FERPA). Participants are also urged to learn more

about and utilize the various departmental resources available to them: Student Academic & Financial Services, the Center for Academic Support, Counseling Services, Experiential Education & Career Services, and Study Abroad to name a few. Representatives from Student Financial Services facilitate an interactive financial literacy presentation. Students also have the opportunity to complete two voluntary assignments aimed at becoming more familiar with the campus, utilizing available technology, connecting with an individual on campus, setting goals, and being mindful of civility. College of Business leaders agreed that if students complete both assignments, and the course instructor approves, they will be awarded three extra credit points in their introductory course. During the fall term 16 sessions were held, and the program will continue for the winter and spring terms. While some students indicated they already knew pieces of the information presented, the counselors received much positive feedback. Nearly all students reported they acquired new knowledge that will be beneficial to them during their JWU career. While data measuring the success of the fall program won’t be available until after the start of the winter term, the relationships the students established with each other and the academic counselors indicates that one of the program’s goals was reached and these JWU students have more resources and information when making academic decisions. Foote, S. M. (2010). Using Student Narratives to Understand the Perceived Impact of First-Year Seminar Participation. The Journal of College Ori-entation and Transition, 18(1), 5-15. King, M. C., & Kerr, T. J. (2005). Academic advising. In M. L. Upcraft, J. N. Gardner, B. O. Barefoot, & Associates (Eds.), Challenging & supporting the first-year student: A handbook for improving the first year of college (pp. 320–338). San Francisco: Jossey Bass.

A New Advising Approach for First-Year Business Students By Stacia Wesolowski, student academic counselor

Practicum Properties, under the guidance of Michael Downing, vice president of auxiliary services, and Bonnie Reiner of BHR Training Inc., has created a STAR (Smile, Think,

Anticipate, Repeat) service-training program. The goal, in keeping with FOCUS 2011, is to embody exemplary service for both internal and external guests and create a welcoming atmosphere in each practicum location to make guests feel appreciated and valued. The focus is on that personal connection that we strive to create with every guest. For the past two years, representatives from practicum properties have trained both student and professional staff in the STAR method. Recently, Residential Life inquired about taking part in the training program. They found the smiles and greetings they received at JWU’s practicum locations refreshing and they wanted to join in the fun. Over the summer, Debra Becker and some of the residential life team attended training and then, in turn, began training the rest of the residential life staff in STAR service. STAR training stresses the value of a smile and positive attitude. These two things alone can recharge you and your co-workers, even on the most difficult day. Further, the power of a smile can change an ordinary guest experience into a satisfying memory and, ultimately, increase guest retention. Without a doubt, it is a “win-win” scenario. If you are around campus and notice a staff member in practicum properties or residential life moving their hand in a half-moon motion, you will observe another staff member smile. It is our secret handshake!

St✰r Service Program

SMiLe• Make eye contact

ThiNK like your guests• Put yourself in their shoes

ANTiciPATe your guest’s needs• look for clues that might indicate

guest needs

RePeAT for every guest interaction• Be consistent — every guest

is important

On Oct. 17–21, JWU celebrated “JWU Goes Global” with a week-

long series of events ranging from an International High Tea to an

International Fashion Show. The International Center collaborated

with departments across the campus to showcase multicultural

activities and events. The week started with a business–focused

seminar, or tertulia, on international business etiquette. This was

followed by a panel discussion on the booming hospitality field in

China by the JWU delegation that traveled to China this past spring.

Senior Vice President of Student Services Marie Bernardo-Sousa

kicked off the week with a welcome speech followed by a Brazilian

Capoeria performance on Gaebe Commons. Throughout the week,

the Gender Equity Center hosted High Tea, and Student Conduct

ran a “Culture Busters” game while Study Abroad held an alumni/

open house. In addition, the ESL department organized the annual

International Festival, displaying the attire, food, novelties and

music of students from all over the world. Campus Dining prepared

international-themed dinners each day for students in the dining

halls at Snowden and Harbor View. The week closed with an

extravagant Fashion Show put together by the I-Club, International

Fashion Society and the Special Events Society. The week was filled

with many international activities illustrating how intercultural the

Providence Campus has become. We look forward to holding the

next Festival Week in the 2012-2013 academic year!

Did you know that the International Center publishes a newsletter for faculty and

staff? Keep an eye out for the next edition of eBriefs. There is also an international

student newsletter that can be found on the International Student Services website

www.jwu.edu/providence/international along with other great international news.

JWu Goes Global By Mike waugh, international student advisor

Residential Life Joins Practicum STAR Training By Kathy DeCotis, director of practicum training

heAr Ye! heAr Ye! By Diane Riccitelli, training coordinator, Student Services

The first Student Affairs “Town Hall” meeting, the State of Student Affairs, was held on Wednesday, Oct. 12. Ron Martel, vice president of student affairs, opened the meeting by expressing his appreciation to the entire Student Affairs staff, recognizing their work and the support they give to students and parents. Martel acknowledged the addition of Athletics to Student Affairs and spoke of the opportunities of an expanded family, such as new, collabora-tive relationships, shared resources and a collective support system. He closed by praising the numerous tasks accomplished throughout the summer and opening of school: “Kudos, my gratitude, and thank you for providing a seamless and transparent transition for our students.”Following Martel’s address a representa-tive from each department gave a three-minute presentation that included an overview of their area, staff introductions, annual data comparisons and announcements of various events and activities. Korina Ramsland did a great job as moderator, moving things along with the assistance of timekeeper, Everett Brooks. Each presenter was received with warm applause and positive energy, reflecting the sense of mutual respect and appreciation among the group.

Marie Bernardo-Sousa, senior vice president of student services, concluded the meeting by thanking everyone for being open with her and expressing her appreciation for their talent and dedica-tion. The various statistics shared with the group gave a comprehensive picture of our student body and the challenges they face. She recognized how the work of student affairs professionals allows them to understand students on an individual basis, which increases the need to truly listen to what students are sharing and responding appropriately, even if it means questioning a university policy or procedure. She ended by challenging the group to think about how to strengthen the student experience and use individual interactions to help reach JWU’s retention goal of 80 percent.

Irene Doesn't Dampen JWU’s FYE Program! By Jeanine B. Went, director, New Student Orientation & Support Programs

First Year Experience (FYE) programs and seminars are common at American colleges and universities. JWU’s campuses in North Miami, Denver and Charlotte each offer their

own version of such programs, designed to help students transition to college academics and campus life. These programs have been very well received, prompting the Providence Cam-pus to develop a similar program which was held the week before school opened this year. When meteorologists warned that Hurricane Irene was heading to Providence in time for the start of the FYE program, it didn’t matter! After some emergency planning, the program moved forward. On Aug. 27, about 100 new students moved into residence halls and attended the kick-off event. As the week began and the skies eventually cleared, additional students joined the festivities for a total of 106 pilot participants. The original

plan to stay at a campsite off-campus was foiled as the site was without power due to storm damage. That ultimately proved to only be a small hiccup in the plan. The 12 program leaders smoothly stepped

in and rolled with the punches as each day brought changes to scheduled events. In spite of the storm, the weeklong program had some great highlights. Criminal justice majors toured the Rhode Island State Police barracks and head-quarters, fashion merchandising majors participated in a Project Runway activity and students in the community service track spent a day with Habitat for Humanity building homes for under-privileged members of the Providence community. Even more importantly, throughout the week students made connections with their fall term faculty and networked with one another as well as student leaders from their major or interest area. The week ended with each group showcasing their experiences before an audience of their peers and university staff. At the closing awards banquet, students raved about their experiences, a testament to the week’s success — despite Irene! Check out the student FYE blog (http://jwufye.com) to see some great photos!

• JWU men’s cross-country team wins fourth straight GNAC Championship

• JWU women’s volleyball team sweeps GNAC Tri-match

• Can’t get to a game? All JWU matches and games are available to follow streaming live. For more information visit http://providence.jwuathletics.com or contact Athletics at 401-598-1600.

Coach’sCorner

JWU Midnight Madness By Korina Ramsland, director, the Gender Equity Center

At 9:45 p.m. on Thursday, Oct. 27 the doors to the Harborside Recreation Center’s Main Gym opened to welcome more than

1,400 students to the 5th Annual Midnight Madness. Despite the cold and rain, the free event quickly reached attendance capacity. Wildcat Willy, our JWU mascot, opened the festivities and later was front and center in the cheerleaders’ routine. Across the country, Midnight Madness is traditionally the first NCAA-sanctioned day of collegiate basketball practice as universities boost school spirit, highlight student athletes and enhance visible pride with giveaways. Throughout the night, 800 blue JWU T-shirts and $1,000 worth of spirit items and prizes — including a Wii, flip cam, gift cards and iHome — were distributed to eager fans. The event, a collaboration between Athletics, Student Activities and The Hospitality College, introduced members of all JWU athletic teams and included friendly contests such as a senior athlete vs. coaches triathlon, a Dance Off and Staff Knock-out Competition. The triathlon was an interesting mix of ‘bucket-head,’ tug of war and hockey-equipment-clad free throws, with the coaches emerging victorious over the athletes. Four talented student groups battled to the beat in the popular Dance Off portion of the evening. The lineup featured Ataxia, Sigma Delta Tau sorority, Harborside Village Bboys Break Dancing Group and the JWU Pom Squad. When the dust settled the Pom Squad took home first prize with a routine choreographed to "Ramalama (Bang Bang)" by Roisin Murphy. The Staff Knockout Tournament featured five stiff competitors — Brian Allen (assistant men’s wrestling coach), Kathy Drohan (associate professor, The Hospitality College), Matthew Roache (facilities and operations supervisor, Athletics), Michael Murphy (resident director, Snowden Hall) and Stevie Salow (assistant women’s soccer coach). In a repeat of 2010, Murphy took home the honors. “It’s a good thing I won because all my residents told me I wouldn’t be allowed back into Snowden [otherwise]!" Murphy said, “I had a lot of fun taking part in the madness. [The organizers do a] great job … it was amazing to see all the students come out and support our sports teams. I’m glad that I could be part of the entertainment and I hope to see some more faculty and staff try and take me down next year as I look for the three-peat!”

Men’s Basketball Drops 86-66 Decision to Brown By Dan Booth, director, Athletic Communications

The men's basketball team dropped an 86-66 decision against Brown University in an exhibition contest at the Pizzitola Center on Friday, Nov. 11.

Johnson & Wales was led by senior All-American Lamonte Thomas with 26 points, nine rebounds and five assists while sophomore Curtis Lucas added 10 points in the setback for the Wildcats.

Sophomore point guard Sean McGonagill registered a double-double with 22 points and 10 assists to lead the way for Brown. Junior Tyler Ponticelli scored a career high 17 while grabbing seven rebounds and registering six assists while senior Jean Harris also scored in double figures for the Bears with 11 points.

After Brown jumped out to an early 10 point lead, JWU chipped away and made the score 21-16 on a three-pointer by Thomas with just over 10 minutes left in the first half. That would be as close as the Wildcats would get, however as Brown took control down the stretch of the first half to take the 46-31 lead into the locker room at halftime.

It was more of the same in the second half as Brown led by as many as 22 points on several occasions before taking the 86-66 victory.

Welcome to JWUUniversity Administration• Catherine Barrows, administrative

assistant to the senior vice president of Student Services

Athletics • Brian Garriepy, assistant women’s

volleyball coach• Richard DiLascio, assistant men’s

basketball coach• Craig Houle, assistant hockey coach• Kyle Kanaga, assistant wrestling coach• Rachel Millen, assistant athletic trainer• Scott Reslow, interim women’s

volleyball coach• Shannon Tibbets, assistant women’s

basketball coach

Counseling Services• Elizabeth Briggs, LMFT, trauma specialist• Catherine Calise, LICSW, AOD

(Alcohol & Other Drugs) specialist• Donna Torrence, administrative assistant,

Harborside Campus

International Student Services• Alison Howard-Yilmaz, international

student advisor

Practicum Properties• Leith Adie-Stahl, manager, Harbor View• Tessa Baiffoni, assistant manager,

We Proudly Serve, The Yena Center• Daniel Bergeron, supervisor,

We Proudly Serve, The Yena Center• Gbessay Boima, supervisor,

We Proudly Serve, The Yena Center• Joseph Burke, supervisor,

Downcity Campus Starbucks• Kenneth Clark, general manager of hotel

properties, Johnson & Wales Inn• Christine Courtemache, supervisor of

hotel properties• Maria Del Mar Kim, supervisor,

Harborside Campus Starbucks• Lucas Escobar, assistant manager,

Bakery Commissary• Lauren Gallagher, manager,

We Proudly Serve, The Yena Center• Christopher Guittard, assistant manager,

Harbor View• Elizabeth Guzman, housekeeping,

Radisson Hotel Providence Airport• Alyssa Howell, manager of Libations,

Radisson Hotel Providence Airport• Taline Jansezian, assistant manager,

Downcity Campus Starbucks• Jacqueline Neirinckx, manager,

Harborside Campus Starbucks• Joseph Paradise, supervisor,

The Market Place

• Edeline Romelus, housekeeping, Radisson Hotel Providence Airport

• Daniel Silva, dishwasher, Red Sauce• John Viera, dishwasher, Harbor View

Student Conduct• Joyce Motta, receptionist

Study Abroad• Michael Brown, study abroad

program manager

Student Academic & Financial Services• Christine Durnin, financial planner,

Downcity Campus• Diane Gempp, part time academic

counselor, Harborside Campus• Eryn Jennings, financial planner,

Downcity Campus• Susan Leonard, student services cashier,

Downcity Campus• Alanna Silberman, student services

associate, Harborside Campus

2012 Campus HappeningsPracticum Properties• Liberty Market (old Campus Convenience)

Opening during winter term The Friedman Center, Harborside Campus• Radisson Hotel

Preparing holiday dinners to go• We Proudly Serve

Opening in December in The Yena Center

Student Academic Services• Spring registration dates at

www.jwu.edu/providence/student lifeSelect academic services>course registration>registration dates.

Student Financial Services• Spring payment deadline: Friday, Feb. 3• Exit counseling sessions for winter term

graduates will be held in a computer lab in Xavier Hall Academic Center and the Harborside Academic Center, Jan. 30–Feb. 3

International Student Services• Ice Skating with the I-Club: Friday, Jan. 13

(All JWU students and staff are invited)• Tertulia: Every Monday at 11:30 a.m.

the Intercultural Center (bring your lunch)• Valentine’s Celebration (TBA)

Residential Life• All halls (except Harborside Village)

close Friday, Dec. 23, 2011 at noon and re-open Saturday, Jan. 7, 2012 at noon.

• Housing applications for 2012–13 due in March

• RA/FDM applications: due Friday, Jan. 13

Athletics (2012 home games)• Men’s Basketball Saturday, Jan. 14, 1 p.m.

vs. Emmanuel College• Women’s Basketball Thursday, Jan. 5, 6 p.m.

vs. Plymouth State University• Men’s Ice Hockey

Friday, Jan. 13, 7 p.m. vs. Buffalo State (Thayer Arena, Warwick)

• WrestlingSaturday, Jan. 14, 7 p.m. vs. Wesleyan University

Gender Equity Center• Fifth annual benefit production of Eve

Ensler’s "The Vagina Monologues" • Tickets: $3 pre-sale/$5 at the door • Show times:

Tuesday, Feb. 14, 7 p.m. Schneider Auditorium Thursday, Feb. 16, 7 p.m. Schneider Auditorium Friday, Feb. 17, 5 p.m. Harborside Recreation Center

Call extension 1138 for more information.

Intercultural Center• Annual Cotton Club Wednesday, Feb. 8 Culinary Arts Museum at JWUCall extension 4776 for more information.

New Student Orientation & Support ProgramsKnow a student interested in becoming an orientation leader? Any student wishing to apply for summer 2012 must attend one of four interest sessions: • Thursday, Jan. 12, 2–3 p.m.

Harborside Recreation Center 2nd floor student lounge

• Thursday, Jan. 12, 8–9 p.m. Pepsi Forum, Wales Hall

• Friday, Jan. 13, 2–3 p.m. Pepsi Forum, Wales Hall

• Monday, Jan. 23, 8–9 p.m. Harborside Recreation Center 2nd floor student lounge

• Sunday, March 4 Spring Orientation

Student Activities • Winter Week

begins Monday, Jan. 30 • One Ton Sundae

Wednesday, Feb. 1, 11 a.m. Pepsi Forum

• Sno Ball Saturday, Feb. 4, 6:30 p.m.–midnight Twin River

jwuSource Card — Convenience for Students By Joelle Perrone, student loan default coordinator

The jwuSource Card is a new solution to expedite the Financial Aid refund process for students. As the quickest and easiest way to make sure students receive their credit

balance, it offers the reliability and security of a bank-issued, prepaid debit card without the high fees. In addition, family and friends can make online deposits to reload the card at any time. Even better, since it’s a prepaid account, students don’t have to worry about overdraft or credit exposure. According to Kathi Tavares, director of billing and collections, “Students can get refunds quicker and, in the future, we are hoping that more students will take advantage of the jwuSource Card. Once approved, their refund dollars can be accessed within 24 hours.” Students can easily access their funds at convenient ATMs now located in the lobby of the Student Services Center on the Downcity Campus and at the Harborside Campus in The Friedman Center. Once students sign up for their jwuSource Card they can: • Make store purchases wherever Discover® is accepted • Get cash at an ATM • Write checks • Pay bills online • Transfer money to a personal bank accountTo request the card, students logon to jwuLink: Financial Tab > Tuition Statement and Payment > jwuSource Card Request.

00/00Cardholder Name

VALID THRU DEBIT

ACCESSING FINANCIAL AID CREDIT BALANCES CAN BE SIMPLE

It’s easy with the jwuSource Card

BEGINNING IN ThE FALL, Go To jwuLink.

SIGN UP AND YoU’LL RECEIVE ThE jwuSource Card. IT’S EASY.For questions or concerns please visit Student Academic & Financial Services.All Rights Reserved. All trademarks, service marks and trade names referenced in this material are the property of their respective owners. Card is issued by MetaBank™. Discover and the Discover Acceptance Marks are service marks used by MetaBank under license from Discover Financial Services.

Service Tip # 1PRACTICE THE 10 AND 5 RULETeam members should cease their conversa-tion when a guest is within 10 feet. When the guest is approximately five feet away, team members should acknowledge the guest with a warm and friendly greeting, using their name whenever possible.

Service Tip # 2 GREET FIRST AND LASTThe employee should always attempt to speak to the guest first, making eye con-tact with a smile in place. Then finish the

transaction by offering your guest a warm good-bye.

When you have guests in your home, you don't wait for them to say hello, instead you quickly smile and offer them a warm welcome. When they leave, you offer them a friendly good bye with a “thank you for coming” or a “see you soon” showing them they are appreciated. It is the same in the workplace. Our guests need to feel valued.

Service Tip # 3 THINK LIKE YOUR GUESTWhen you are providing a service to your guest, put yourself into their shoes. Empa-thize with their needs and wants treating them as you would want them to treat you.

congratulations to the radisson!Captain Sigmund B. Scott of the Royal Canadian Air Force commends the Radisson Team for delivering outstanding service. The following excerpts were taken from his email on Nov. 8, 2011.

"This is the first time that I have been so motivated to commend a hotel for its outstanding service. This stellar service was experienced by my wife and me each and every day whenever we went into the hotel. The service was simply outstanding at every turn no matter the situation. Top marks to the management team and the program’s personnel that put it together and run it.

Virtually all of the staff were amazing, and that’s a gross understatement. Seriously, I’ve stayed in a lot of hotels from the cheap to very expensive hotels in North America and Europe: however, I have NEVER experienced such outstanding, second –to-none service."

This letter of commendation with photos of some of the staff who made our stay so awesome is being shared with Carlson Public Relations with the view of celebrating success with corporate head office.

Badge of the royal canadian air force

At YoUR Service

1,388,788:Number of times users logged into jwuLink during September and October

183,784:Number of emails sent by Student Services reminding students and faculty of deadlines, required activities, etc., from September through November

50,000:Number of Espresso shots produced by Starbucks in September

196: Number of shots on goal by the women's soccer team this season

108: Number of shots given at the Downcity student flu clinics

103:Number of shots on goal by the men's soccer team this season

95:Number of shots given at the Harborside student flu clinics

45:Number of non-alcoholic “shots” given to student participants during the 2011 "Blackout Prevention Week: Blackout or Backout?" event at Exchange City on Oct. 12, 2011

28: Number of basketball shots taken in the Midnight Madness Staff Knockout Competition before Residential Life’s Michael Murphy won

By the Numb3rs

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