Desk Expectations
You arrive for your shift and see food wrappers and papers on the desk. What should you do first?
What is clean and organize the desk?
A friend asks where a specific resident lives, what should you do?
What is not share the information?
In an emergency situation where you feel unsafe, what feature at the front desk should you use?
What is the panic button?
A resident asks where to get a package they were notified about. What should you explain?
What is the package room procedure?
You do not know the answer to a residents question, what should you not do?
What is guess?
A resident walks up while you're on your phone or laptop, what is the appropriate response?
What is, put it down and give them your full attention.
True or False: Knowing someone personally means that you can share there information.
False
If you don't remember how to handle a situation. Where can you find step by step instructions?
What is the front desk binder?
A resident has a lockout, what procedures should you take next?
What is contact the RA on call or other SHRL staff, then have the resident scan the QR code t fill out the "Lockout Form"?
Someone enters the building making you uncomfortable and unsafe, what should you do?
What is pressing the panic button or calling UAB Police?
What should you always where at the desk?
What is a polo or a UAB t-shirt and nametag.
You're unsure if you can share information, what's the safest next step?
What is ask the supervisor or check the desk binder?
A guest under 18 arrives. What tool should you use to properly log them in?
What is the underage guest form?
You're unsure about a specific building rule. What's the best next step
What is ask someone for help or check the binder?
A resident is upset and raising their voice. What's your first response?
What is stay calm and professional?
Even during slow shifts, what attitude should always be shown?
What is professionalism and good customer service?
After completing a wellness check, what step should you take next?
What is tell the resident that someone is concerned and ask them to reach out?
What does a resident need to show if they have an overnight guest?
What is proof of an email?
Its the end of the semester and a resident wants to leave quicky. What process should you explain?
What is express checkout?
A DoorDash driver tries to go upstairs to deliver food. What should you do?
What is stop them and tell them the correct delivery process?
Why is keeping the desk clean important for residents?
What is it helps the desk stay professional and efficient.
A parent comes to the desk and wants to go upstairs to check on their child. What should the next steps be?
What is contact an SHRL staff member/ RA on call to check on the student?
A resident needs help beyond what you can do. Who should you refer them to?
What are the RLC or GA offices?
The mailman approaches the front desk with mail. What are the next steps?
What is check the roster to find what room number they are in, and either write the room number or RTS.
What is the main goal of working the front desk?
What is supporting residents, maintaining safety, professionalism, and confidentiality?