Amazon Deliveries
Prohibited Items
What are: batteries, ammo, flammables and perishables
You must acknowledge
Who is: everyone who comes and goes into our community. No mater how many times they enter or exit
PHB Alert-Concierge responsibility
What is: Concierge must alert Security via radio that an alert was received and provide Apt # and location that appears on the Life line computer(use the biner to identify exact location). They then must try to contact the resident via home and cell phone before sending security to investigate. They then must document the alert in our Teams channel with pertinent details and the disposition.
An Employee is responsible for...
What is: Reviewing their timecards for accuracy each day. If an error is observed, the employee must notify their supervisor right away by submitting a time edit form with relevant information as to why the punch was missed
Red Zones and Reserved Parking paces are...
What is: For EMS/911 and authorized staff only. Parking in a Red zone of reserved parking space can result in vehicle being towed
Hub Expired Packages
What is: Must be pulled after 3 days and delivered with a fee. If residents are out of town, we must hole them in managers office until they return
Everyone wants & Deserves...
What is: To be heard. Everyone wants someone to listen to their concerns in their entirety. Even if you have heard the concern several times in a day/hour, please listen and respond as if it is the first time
PHB Alert-Security response
What is: A security officer must respond to the radio call from concierge acknowledging the alert. If unable to be contacted via phone, the S/O must go to the source of the alert ping and if unable to locate, check the floor, resident apartment, common areas and Valet before closing the call-Disposition needs to be documented in our teams channel. If resident is found, they must follow first responder protocols
A Lunch Penalty is
What is: A penalty applied if the meal break is skipped, shortened (under 30 minutes), or taken late (after the 5th hour); or 10th hour if working 12hrs or more. An email to your manager is required anytime this occurs for documentation purposes.
Break Periods cannot...
What is: Be combined. Staff must follow the break schedule provided and be timely when they come or go as not to effect other staff members from taking their break on time. If one person is 5-10 minutes late from returning from their break, it results in a cascading situation where the rest of staff breaks are taken late
Packages delivered to wrong address
What is: Must be addressed by the resident by calling Amazon Customer support
Active Listenting:
What is: A structured way of listening and responding to others. It focuses attention on the other person.
Webster definitions:
Active-Involving Action or Participation
Listen-To hear something with thoughtful attention, give consideration
All smoke alarms
What is: Must be investigated at the source of the alarm by a S/O before notifying concierge. Once verified that there is no active fire, they can clear the fire panel. The S/O must verify their is no smoke or fire by making contact with the affected area and looking inside the apartment or space.
PTO requests must be submitted...
What is: No later than 2 weeks prior to the requested date otherwise, the request may not be approved depending on staffing needs.
CCTV Cameras are to be used...
What is: For Security and safety purposes only. They are not to be used to check on staff members whereabouts or to see if they are busy. They must not also be pictured or videotaped unless authorized by Resident Services Manager or HR Director. CCTV cameras/Footage are the sole property of the Vi
Amazon Hub room number for staff
What is: 8515
Closed Loop Communication is
What is: A three-step technique where the sender gives a message, the receiver repeats it back, and the sender confirms the message was received correctly
Resident Head Injuries
What is: 911 must be activated for any obvious or perceived head injury no matter the extent or opposition by the resident. If a resident is denying a head injury occurred but the SO observes a wound, redness or any bleeding, 911 must be activated. When in doubt, call them(EMS) out
A 15-minue break is provided....
What is: Every 4-hours worked
Visitor Badges...
What is: Must be worn at all times by anyone who enters our community and is not wearing a staff badge. They must be worn above the waist and renewed each day. No Exceptions. If a staff member forgets their badge, they must acquire a visitors badge with their name on it to wear for the day
Amazon Notification Setup and adjustments
What is: Must be entered by the resident via their Amazon account settings
Communication is...%
What is: 55% non verbal, 38% Vocal and 7% Verbal
When an actual fire occurs on site, the Fire Department must...
What is: Respond to the source of the fire even if already extinguished so they can verify and air out the area if needed.
If unable to locate coverage for your beak, you must...
What is: Notify your manager right away and before the break is needed so that coverage can be arranged. Simply just not taking it is not acceptable
Name both the cities that your manager and director were born in...
Where is: Phoenix (Joshua) and Los Angeles (Syril)