Front Desk 101
What is the primary responsibility of a Front Desk Assistant?
What is providing quality customer service to visitors and administrative support to professional advising staff.
Complete the greeting:
What is "Smith Undergraduate Program, this is ___."
Where do students make appointments with their academic advisor?
What is Terpengage
A student needs a transcript or enrollment verification letter. Where should you send them?
What is Testudo or the Registrar
What is the rule when it comes to giving out a student's personal information?
What is don't give out information regarding a student's record unless it is to the student.
If you're the 1st person to arrive at the office, name 2 things you should do before getting settled.
What is Turn on the lights, turn on the front desk computers, set up the iPads, turn phone lines off voicemail forwarding, or review notes from the previous day.
A student calls asking about their advisor. What two pieces of information should you ask for?
What is their name and UID
an a current BMGT student make a same-day advising appointment?
What is no, If the issue is urgent, they should email their academic advisor.
A student has a problem with a computer or printer in the computer lab. Who can help? Bonus: What is the room number?
What is Smith IT
31xx
A student leaves a document containing their name, UID, and email on the front desk. What should happen to it at the end of the day?
What is It should be put away/secured so student identification information isn't left exposed
You're working on homework when a student walks into the office. What takes priority?
What is the student/office responsibilities. Personal work should only happen once work duties are completed.
A student says they emailed their advisor yesterday and hasn't received a response. What should you tell them?
What is advisors generally respond within 48 business hours, so they should be patient.
A student checks in for a 3:30 appointment. What should you do first after they submit the check-in form?
What is verify that the appointment appears on the staff member's Google Calendar.
What would you do?
A prospective family asks to speak with an advisor immediately. What should you do?
How many credits can all students register for on their initial registration appointment day?
What is 16 credits. Advisors can clear students for 17 credits.
You're leaving at the end of your shift. Name 3 things you should do before you go.
What is take off your name tag, log off computers, clean your area, and check out with coworkers about outstanding tasks.
A caller asks to speak directly with an advisor. Can you immediately tell them the advisor is available?
What is No, you should check whether the staff member is available first.
You send the advisor a Google Chat that their appointment has arrived, but they don't respond. What do you do five minutes later?
What is send a second Google Chat.
A student asks, “I’m trying to transfer into Smith. Who can answer my questions about the application process?” Who should you send them to?
What is The UMD Office of Undergraduate Admissions. (LEP)
A student asks whether a professor can simply add them to a full Smith course. What's the answer?
What is No, Smith professors do not have the authority to add students to their classes; students should be referred to the Undergraduate Program Office for oversubscription questions.
A student is angry because they have been transferred between three offices. What should you NOT do?
A parent calls asking about their student's academic record. They know their student's name and UID. Can you give them the information?
What is no, not unless the student has signed a FERPA release. You can provide general information but not specific information about the student.
A student arrives for a virtual appointment but is physically standing at the front desk. The advisor has not responded to your message. What are the steps you should take?
What is Check whether the advisor is in the office; if they are, follow the normal appointment procedure. If not, direct the student to the appointment confirmation/Zoom or phone instructions, then follow up with the advisor as appropriate.
A prospective student and their family walk into the office asking for information about Smith programs, tours, and opportunities, but the advisors are busy with current students. What resources should you use before sending them to an advisor?
What is use the Maryland Smith Admissions QR code, self-guided VMH tour, admissions cheat sheet, and other available prospective-student resources.
Bonus: Dress Code
It's your front desk shift. You show up wearing jeans with holes and forgot your Smith polo and name tag. What parts of the dress code are you violating?