Its an emergency!!
A fire alarm goes off in a building. You get informed by the camp sponsor. What do you do?
What is, call emergency services, direct the sponsor to follow the firefighter's instructions, and write a maxient?
A parent calls asking about their student's information. You need this information to provide it.
What is the FERPA code?
A liaison has met with the sponsor and needs to inform our campus partners about the camps needs. How will they do this?
What is the conference partners email/conference confirmation sheet?
A guest comes up to the desk, what do you do first?
What is greet the guest quickly, make eye contact, smile, and be responsive to complaints/problems efficiently?
A camp sponsor calls the desk reporting a lockout between 8pm - 8am, this is what you do next.
What is call the on-call staff member and fill out a maxient report?
A camper has thrown up in the hallway. What are your next steps?
What are filling out a work order through HokieServ, calling out to emergency housekeeping, and always end with a maxient?
A parent is calling to ask about the location of their camper. This is how you handle the situation...
What is collect the parent's information, contact the camp sponsor and let them handle the issue?
The software program we use for housing/conference assignments?
What is StarRez?
This is what you do before you're about to leave the desk to go home.
What is fill share important details with the staff member coming in and fill out the desk duty log?
A camper comes to the desk reports they lost their keycard; this is how you handle the situation.
What is, check StarRez for their camp/room assignment, make a temporary room key card in CBORD, and inform the camp liaison of the replacement?
A camper is trying to get into their room and their door won't open. They put the keycard up to the door and it isn't lighting up. How do we help?
What is filling out a work order, calling out to on-call staff to get the master key for the door from the grey box and letting the camper in. Then calling out to lock-shop on-call to fix the door. Always end with a maxient.
A parent has a non-emergency question, and you do not know the answer, while alone at the desk. You should
What is collect their contact information and pass the message along to pro staff or refer them to email the housing inbox Housing@vt.edu?
They type of a card a camp sponsor uses for camper meals.
What is a camp charge card?
You get up from the desk according to your IT training you should do this.
What is lock the computer?
A camp sponsor lets you know they'd like to be able to handle their own lockouts. We give them this.
What is give them a mastercard?
An elevator goes down in West AJ. What questions do you ask and how do you direct the problem?
What is what floor is it stuck on, are the doors open or closed, and is there anyone inside? You then fill out a work order, call the elevator service, get the service number from Schindler, and always fill out a maxient.
The phone rings... you answer and your response is...
What is, Housing Services, this is ____________ how may I help you?
This is due 10 business days before the camp/conference arrives.
What are the guaranteed camp participant numbers?
You don't know the answer to a guest's question, what is the correct way to address their concern?
What is say "I'll contact my supervisor to find the answer" and ask the pro-staff in office or contact pro-staff on call?
After check-out of camp a sponsor receives a bill for missing keys, but states their group didn't lose any. This is how we find out how many keys we billed them for and exactly which keys were lost?
What is a key audit?
A sponsor calls about a broken toilet in their dorm with an active leak. What questions do you ask and what steps do you take?
What is how large is the leak, with NO EXAGGERATIONS, where precisely is the leak coming out of, and how strong is the flow of the water? Then you place a work order and call out to emergency housekeeping and maintenance. Always end with a maxient.
There's a parent calling who reports their camper is complaining about bedbugs in their room. This is how we handle the situation:
What is, find out what room they are in, tell them to stay in their room, call Pro Staff, and report in maxient?
This where you can find the steps to take care of before a camp arrives, while they're here, and what to do after they leave.
What is the camp/conference folder?
A guest is very upset when coming to the desk and is demanding you fix their issue. According to our customer service training from dining, this is what you should do.
What is BLAST, Believe, Listen, Apologize, Solution, and Thank them?
A camp sponsor calls reporting an issue when they go to the dining hall. The dining hall says they have not received necessary items for the camp. The cards that should be at D2 are...
What are the test and non-working cards?