Front Desk Operations
The materials that are given to a guest after checking in.
What is the ODU visit packet, tuition sheet, bookstore coupon, and the BDC dining coupon for student only?
The word we use INSTEAD of transfer.
What is connect?
How early you must show up for your tour shift?
What is 30 minutes before your tour time?
The place that all belongings go when coming to the office for "office hours".
What is the "Student Workspace"?
Hi, I have a question about my FAFSA, can you answer for me?
What is "I would be happy to connect you with a financial aid counselor, who can answer any of your questions. Do you have any other questions while I have you on the phone?"
Tasks to be done upon arrival at the desk in the morning.
What is ensure voicemail is cleared (VM pin: 6833685)?
The proper greeting when answering the phone.
What is...
“Old Dominion University Welcome Center desk, this is __________ speaking, How may I help you?"
Characteristics of a distraction free workspace.
What is phone away, homework away while tours are out, no friends at work, coworkers not crowding around desk, etc.?
The website you must always have pulled up while working a desk shift.
What is VisitDays?
Hi, I never received a confirmation email for my tour scheduled next week, can I get any information about that over the phone?
"What is "I am happy to have that email resent to you, what is the day/time you registered for and what is your students name? Let me confirm this email with you and I will have it sent right over ____?"
The steps taken when an Admissions Counselor drops off Contact Cards.
What is open the link provided in the manual and fill out the appropriate information?
The method of connecting a caller to a University number.
What is press the transfer button, wait for a dial tone, press 3 then the last 4 digits, then press transfer after you have gotten the permission of the person you are speaking to?
Taking the extra measure in order to make the guest's experience PERFECT.
What is going above and beyond?
Tasks to be done while working the desk during a tour time.
What is set cold water out, make sure coffee is restocked and water is in the maker, and turning the music on?
My student is having a hard time in his algebra class, are there any tutors on campus?
What is "Hi there, I am very sorry to hear that. I would be happy to give you some info about our Math and Science Resource Center located in the Perry Library. I struggled in one of my math classes as well and went to get tutored and they helped me out a lot!" Hope this helps....
The process of completing thank you cards.
What is...
Log into VisitDays
Select today’s date
Using the template, write notes for students who attended tour
Address and stamp each note after sealing the envelope
Place completed notes in basket when completed
The proper greeting when connecting someone.
What is
"Hello, this is ___, from the Office of Admissions, I have a student on the other line wishing to speak with you about___, is it okay if I connect them with you?"
The proper boundaries within conversation while the hours are between 8-5.
What is appropriate language, appropriate social life, etc.?
The proper attire for tour or office shift.
What is... y'all know the answer! We just did a cute little fashion show :)
I attended Open House this past weekend and IT SUCKED!!!!
What is "Thank you for your feedback, can you provide me with some details regarding your experience so that I can speak with my supervisor on how to make future events more enjoyable?"
The storage space used for all of the visit materials.
What are the cabinets near the fireplace?
What we must do before going back to get more information from pro staff within the office.
What is GET ALL INFORMATION?
Characteristics of a welcoming space for guests.
What is smiling and greeting when they enter, making small talk, no more than two people behind desk (seated), absolutely no one standing in front of desk, etc.?
The times you can sit int the lobby.
What is...NEVER, except during telecenter?
My daughter's professor gives her the creeps and I am not comfortable with her being in his class.
What is "I am very sorry to hear this, I would be happy to give you the information for our Human Resources office so that you can speak with a professional in order to file a report?"