Front Desk
When you answer the phone, your first line should be…
Hi, this is [name], from Palm Beach Atlantics Admissions Office, how can I help you?
When a student needs to go somewhere (and we have enough staffing) you should…
Physically take them directly to where they need to go.
What are the items (4) you should have before you launch on your tour?
1. Polo
2. Access card
3. Water Bottle
4. Your phone with GroupMe notifications onIt starts raining when you launch you tour, what do you do?
1. Take the group indoors
2. Message the GroupMe to ask if someone can bring ponchos
3. Keep your group informed about what your doing
Is it okay to cover a tour stop while walking at the front of your group as long as you are talking loud enough?
No. If you are talking while walking, make sure you are positioned where your whole group can hear you. It leaves a bad impression if only the 5 people next to you hear about a stop and the people at the back have no clue what you just said.
Someone calls any says the tour for tomorrow is full but it’s their only day here… what are your three next steps?
1. Tell them we would love for them to come and we will open the tour.
2. Register them for the tour.
3. Tell Bri or Macy you expanded the registration limit.
Name two ways to show social awareness at the desk.
Eye contact, smiling, tone of voice, not being on your phone, acknowledging guests immediately upon entrance
What is the professional way to respond if you don’t know the answer to a question?
1. Acknowledge the question (Thank you so much for asking that, it’s a great question)
2. Don’t make up an answer (say: I’m not exactly sure the answer to that)
3. Don’t leave it there (tell them: BUT I would love to connect you to the person who does when we get back to the office)
If someone shows up late for a tour, what do you do?
Check them in, message the tour guide to see where they are, find someone to cover the desk and walk them to the location of the tour.
You just arrived back from your tour, what do you do next?
first, close the office door behind you.
2. Let them know what’s going on: “please feel free to take a seat, one of our admissions counselors will be out shortly to speak with you about scholarships, financial aid, the application process and next steps”
3. go get the counselor
What are the two reason why checking people in for the tour when they arrive is so important?
1. We know who to call to ask their ETA so we can launch on time
2. We want them to receive their $500 visit grant (which they won’t get if they don’t get check in)
What should you do if you’re helping someone and another guest approaches the desk?
acknowledge them, offer them a water and a seat and let them know you will be with them momentarily
Why is it important to stay on time, and if you’re running behind on time, what should you do?
It’s important because we have a counselor who’s schedule matters (they have other calls and thing to do) and we often have other meeting schedule for the students.
2. Message in the GroupMe, shorten stops by talking about them as you pass them and prioritize important locations
Someone last minute requests to visit the school of nursing, tour the college of the arts, or meet with a professor, what do you do?
Message the coordinator (Bri) immediately, even if you’re on the tour. Say we will try our best to get you there, but if not, we would love to offer you contact information for the person and encourage scheduling a meeting with them or emailing them with questions!
You wake up in the morning feeling sick, and you don’t think you’ll be able to come in. What do you do?
1. Text both Bri and Macy to let them know (and whomever is at the front desk!)
2. Message in the GroupMe or personally contact someone you know is working to see if they can cover your escorts.
What is the important rule of thumb when printing out parking tags and name tags?
Always label with the tour date, tour time, who did them and when it was done.
What should you do before answering a guest’s question if you’re unsure, emotional, caught off guard, or just simply answering a question?
Always think before you speak. Professionalism is knowing when to pause before speaking, so you can give an accurate, clear and respectful answer.
Why is it important to watch your body language and tone of voice during a tour?
It tells your group how you are feeling without you even having to say anything. Be engaged with them by adjusting how you speak and where you stand.
A process breaks down (Slate glitch, Dymo not working, schedule issue). What are the three priorities?
1. Problem solve by yourself and ask a friend if necessary
2. Loop Macy or Bri in on it
3. Communicate clearly: send an email to Macy or Bri explaining the situation and what steps you took to solve it
What is the size of our student body and how many students live on campus?
Student body: 4,147
Residential Students: 1,511
When messaging someone on Teams about a student on the phone or in the lobby, you should include what in your message?
1. The first and last students (bonus points for ID number or Slate number)
2. Who is sending the message (always put -[your name])
Why is customer service the most important aspect of our job? (answer is the your student worker handbook!)
Guest may not remember what you said or what information you shared with them, but they will always remember how you make them feel.
A good tour has []% personal stories and []% factual information about the campus.
25% personal, 75% professional
A good balance is always key, families want to hear about your experience, but they also need to know who PBA is and feel like the tour told them that
It’s 4pm and you’ve completed everything on your escorts but you’re scheduled till 5. A family walks in and asks if someone can give them a tour of campus. Macy & Bri request you give them a tour. What is your response and why is it important?
Answer:
“Yes, I can take them.”
Why it’s important:
Because our guests always come first. Even when a task isn’t on our escort schedule, stepping in ensures every family feels welcomed, valued, and cared for, and that experience directly reflects who we are as an institution and an office.
If someone asks: “Do you have to be a Christian to apply and come to PBA?”, your answer is:
“You don’t have to be a Christian to attend PBA. We welcome students from a wide range of faith backgrounds, and we’re interdenominational. Though, because we are a Christian university, all students do take a few Christian Studies courses during their time here and are expected to abide by our community standards, which are outlined in the Navigator. Those expectations are the same for everyone, and we’re very clear about them from the beginning.”