Heieck Earns Customer Service Award – Hobart and William Smith Colleges \
The HWS Update

Heieck Earns Customer Service Award

Pat Heieck P’88, Sodexo catering manager at HWS, was awarded the April winner of the Circle of Customer Excellence Star of the Month award.

Through Circle of Customer Excellence, Sodexo has established a comprehensive effort targeted at the college dining segment that seeks to instill in its associates empathy for and understanding of not just customers but also coworkers, and to date, student satisfaction scores have improved by more than 15 percent in the customer service category in sites where COCE has been implemented.

Each month, the General Manager at each location collects nominations from managers for the CoCE Star of the month.  District winners are then selected, followed by unit winners and finally the division winner.

“We have approximately 50,000 front line employees in the Sodexo Campus services division,” says Lynn Pelkey, Sodexo General Manager at HWS.  “Pat was the April winner of the Circle of Customer Excellence, and she is truly a shining star. To think that in one and a half years HWS have had two campus services winners and two regional winners-this is exceptional and speaks volumes about the culture at HWS.”

Heieck began her professional career as a second grade teacher in New York and Vermont.  After starting a family, in 1976 she joined Dining Services at Hobart and William Smith Colleges and has been with the Colleges ever since. An integral member of the campus community, Heieck has planned meals for more than 17,000 students and alums. She works one-on-one with faculty, staff and students to create innumerable customized events annually. She has managed catering for events in celebration of hundreds of visiting dignitaries including heads of state, 18 Elizabeth Blackwell Award Recipients and nearly 50 honorary degree recipients.

In three decades with the Colleges, her work has included dinners and celebrations related to Commencement; parents and family weekend; admissions events; Reunion weekends; the William Smith Centennial; summer Kids Colleges and Kids Camps; weddings; memorials; and gatherings of faculty, staff, clubs and organizations. She has worked with four HWS Presidents. In 2008, she was honored during Centennial Weekend by Hai Timiai with an inaugural Hai Timiai Award, chosen for “her tireless dedication to student services and her invaluable advice and leadership.”  At Commencement this year, she received an honorary degree from the Colleges.