Desk Duties
What is the correct way to complete NOE posting?
What is: Drafting the NOE, sending to AGM(s) for approval, once approved filling out the NOE Tracker & then posting NOE's on doors by looping tape.
What are the main 3 points when posting signage/posters?
What is: Removing old notices & posters, looping tape
You are adding a maintenance work order to the Maintenance Tracker. You notice the resident wrote an extremely emotional note about how upset they are. Should you copy their emotional commentary into the tracker?
What is: Yes, copy the full request as it comes through and Lori will address accordingly.
Jasmine comes to the desk and says, “I just need to check my mailbox right now.” What is the correct way to handle a temporary mail-key request?
What is: Exchange Jasmine's mail key for her ID.
If there is an email in the inbox that you are unsure of, what do you do?
What is: Replying to the residents letting them know we have received their email, and will get back to you as soon as available.
What are 3 things you look for when doing a property walk?
What is: Random items in hallways, leaks(water), fires(smoke), missing items, broken items, sketchy people, garbage not in chutes.
A resident asks you to make their buzzer. You make it successfully. What is the ONE step people often forget afterward?
What is: Update the Buzzer Tracker
Jasmine says, “I check my mail every day. Can I just keep the mail key for whenever I need it?” What should you do?
What is: Treat this as frequent access. Check the mail-key tracker to ensure nobody else has one signed out, send the Mail Key Sign-Out form through DocuSign, once signed, update the tracker, and then provide the key.
You receive a completed parking agreement through DocuSign. What are TWO things you should do with it?
What is: Update the Waterloo Parking Tracker with the appropriate information and send the completed DocuSign to the respective RA.
When doing a parking audit for the south, what lots are you checking?
18 James - Covered & Garage
167 King - Covered & Garage
168 King - Covered & Garage
173 King - Uncovered & Garage
*Nobody in accessible spots without a pass
A resident emails asking for you to setup a Buzzer code for 18 James. Before opening the TRX configurator what needs to be done?
What is: Verifying they are a resident (B-U-R) and the phone number, go to 18 James, grab the CSR laptop and plug it in to the cable located beside the filing cabinet, ensuring you are on "TheMarq18Office"
*If you are not on this wi-fi the buzzer will not work
A resident's vehicle has already received three unauthorized-parking warnings. They receive another warning today. What should you do?
What is: Let an AGM/FDA know right away so a ticket can be issued.
A resident walks up to the desk and says, “My roommate told me I can get a mail key because I live here.” You know no keys are signed out. What should you do before handing over the key?
What is: Determine whether they need temporary or frequent access and follow the appropriate mail-key process.
You are doing a property walk and notice something that needs attention, but you're not sure it's a front desk responsibility. What should you do?
What is: Building walks are a shared front-desk responsibility, so you should address/escalate the issue appropriately rather than simply ignoring it
You notice 6 residents, within the span of an hour, from the same building have come to the desk and/or submit a WO due to their key not working, what do you do?
What is, flag to a manager for follow up as it may be a system error.
A resident asks if their friend can park at 168 King for the weekend. They say, “It's just one weekend, so there's no paperwork needed, right?” What do you say?
TRICK QUESTION. There is no temporary parking at 168, and parking is subject to the applicable charges.
You're at the desk and notice a completed DocuSign sitting in the inbox. You recognize the document but aren't sure what happens next. Do you simply leave it there for the next shift?
What is: No. You should folloe instructions available on "CSR Info" doc and properly processed/send to the appropriate person.
*If you are unsure, please reach out to an AGM or FDA for refresher training.
You are doing a building walk and notice a wallet in the hallway. What do you do?
What is: Retrieve the wallet, check the Resident roster and contact the resident let them know their wallet is being safely stored until they can pick it up.
Bonus: Flag to a manager that a wallet was found
Which device and where can you program each building's intercom?
167 - Service room desktop / 168 - Camera office desktop / 18 - CSR laptop / 345 - Silver laptop / 1C - Blue laptop / 21C - Blue laptop / 173 - N/A
It's 3:45 PM. You have a resident waiting at the desk, five unanswered emails, a buzzer request, and a parking DocuSign. Your shift ends at 4:00. What should your priority be?
What is: Help the resident in front of you, address/acknowledge emails appropriately, complete urgent tasks where possible, and ensure outstanding work is communicated/handed off properly.