C&E & Me
Who is the professional staff member who serves as the direct report for student workers?
Where is the Summer Storage unit with all supplies located?
Rothschild Suite 1002
You are working a desk shift and the next person has not arrived for their shift. What do you do?
Stay until they arrive, message them for an update, and if no answer communicate to your manager
How often is the duty phone rotation for CEC's?
Daily 8am-8pm
Name 3 resume skills (listed in the powerpoint) you may gain from this job.
1. Customer Service
2. Professional Communication
3. Problem Solving
4. Time Management
5. Teamwork
6. Attention to Detail
What is the uniform dress code?
Name tags, t shirts/polos, and appropriate bottoms
Where will weekly All Staff Meetings be held?
Baker 10th Floor - Training Room
A summer resident calls saying they are locked out. What do you do?
1. Ask for guest name and room number
2. Retrieve spare key in the designated key location
3. Walk with guest or meet guest at room to unlock
4. Ensure spare key is returned to correct spare envelope
5. Make a desk log
If you are assigned to a traffic management shift, what does this mean?
Directing traffic for drop off and pick up. Keeping traffic moving
What situations call for a desk log?
Lockouts, Lost Key/Card, Guest issues or incidents, duty phone activity
Name the three levels of accountability
Level 2: Written Warning
Level 3: Immediate Suspension
Where will the golf carts live overnight?
1. Highlands - Lewis/Morgan
2. Between Rothschild & Carmichael
What do you do if you accidentally tip the golf cart and there is visible damage to yourself and/or the cart.
Report immediately to Pro Staff (don't be afraid)
What happens if you can't make a shift you are already assigned to?
•If you are unavailable for an assigned shift, you are responsible for getting it covered
•Trade board available to switch/drop shifts
•If you have tried to get your shift covered and are unable, talk to your manager/lead for further assistance on getting it covered
What is the difference between full service vs. express check in/out?
Full Service - Fully staffed and managed by VU staff
Express - Lead hands off to group leader with all prepped materials and a signature will be required
Name three operational partners we work with.
1. Housing & Facilities
2. VUMO
3. VORAD
4. Housekeeping
5. Dining & Catering
6. Risk Management
7. VUPD
Where will extra backup cards be located if someone loses their access card?
In the back of the key box from the stack of pre-determined cards for the building.
You run into an unaccompanied minor walking around campus, what do you do?
1. Stop them, identify yourself, and request their name and the program they belong to.
2. Escort the minor back to their group location with appropriate leadership
3. Report this immediately to Pro Staff
What is something a manager/lead would do that a CEC doesn't?
Input Maintenance Requests to ReADY, Accountability actions, call VORAD, key reconciliation, key watcher access
Name all professional staff in C&E?
Bonus (200 points): Name the titles
Nikki, Suzanne, Norma, Lauren, Kriss, Kelah, Grace, Emerald, Amber
Name 3 employee expecations
1. Teamwork
2. Engagement
3. Mindset
4. Communication
5. Professionalism
6. Guidelines
Also acceptable - accountability, timeliness, ownership
Where can you find the following information?
1. Schedule
2. Resources
3. Group/Guest Information
1. When2Work
2. Teams - Shared Folder
3. Iris Front Desk
A guest calls the duty phone and informs you they have lost their access card. What do you do in the below instances?
1. Intern Housing - Two Answers
2. Main Campus
1. Intern Housing
1. Ask for guest name and room number
2. Inform the intern if they lose their card during business hours, M-F 8:30am-4:00pm, they will need to go to the card access office located in Rand/Sarratt and purchase a new one.
3. If they lose their card after hours/ on weekends, you will choose a generic conference card from the predetermined backup card range and contact Lead/Manager on duty to activate card.
• Inform the intern the card will only be active for 48 hours, giving them time to go get their new card from Card Office.
• If they do not return the temporary card to us they will be charged $25.
4. Call Manager on Duty to provide the information
5. Manager on Duty calls or emails VORAD to activate new card
6. Desk Log!
2. Main Campus:
1. Ask for guest name and room number
2. Provide a replacement card - New Card will be pulled from the predetermined back up card range for specific building
3. Call Manager on Duty to provide the information
4. Manager on Duty calls or emails VORAD to activate new card
5. Desk Log!
Name four types of shifts you may have.
1. Desk Shifts
2. Check In/Out
3. Building/Room Checks
4. Duty Phone
5. Traffic Management
6. Key Prep
7. Key Reconciliation
What steps do you take when a guest has told you an access card is not working?
Verify and confirm the user should have access at the location, date, and time.
Collect details from Guest: Building Name, Door or Location of the issue, Last 4 of Access Card Number, Sounds/Lights of Card Reader
Be prepared to meet the guest where the access is not working to check all the above
Escalate if needed