Check In/Keys
What are the three different types of check-in styles during summer conferences?
What is a regular standard front desk check-in, satellite check-in, and open roster check-in
This group of staff helps with room setups, spills, and building-related issues.
What is BSW (Building Service Workers)?
What are the 8 sections you fill out on the TMA form?
What is...
* Request Type
*Complex
* Building
* Area
* Name
*Phone
* Request
* Reminder* The number you put for the TMA is the conference number. You DO NOT call that number for TMAs.
This document contains all important information about a conference, including meal plans, arrivals, departures, and special requests.
What is the Final Details Summary?
What is the program called that we clock in to and the specific version?
What is Kronos and UKG Pro
What is the difference between the key core and the room number? And where are they both located?
What is...
The Key Core is the short combination of letters and number that match that specific key to that door. And it's located on the front of the key.
The Room Number is number assigned to that room on the outside of the door and located on the paddle with a label.
A guest locked their computer (that they need), their room key, and the kitchen key in the kitchen and there is no backup key for the kitchen present.
What are the proper steps to address the issue that is happening at 12:19am?
What is...
1. Call the coordinator on call and make them aware of the situation
2. Once coordinator on call gives you guidance and next steps. Fill out the key loan form and give them their back up key
3. (If coordinator instructs) put in a TMA for the kitchen to be open in the morning
4. Then write detailed explanation of what happened in your shift report and verbally communicate what happen to the next clerk, so they are aware of the situation.
A guest approaches the desk and reports that they did not receive linens in their room. There are no more linens behind the desk. What are the proper steps to address this?
What is? Acknowledge the guest's needs and apologize that they didn't get the linen pack. Assess if it's mandatory right in the moment. Then put in a TMA for more linens behind the desk. Note what happened in your shift report and verbally communicate to the next clerk on shift.
There are two colors of conference cards. Name them and explain what both of them mean?
What is Orange and Blue? Orange means overnight resident cards with meals, and Blue means meals and access only.
What two documents should always be in the Teams folder for each conference?
What is? The Final Details Summary and The Rooming List
How often should a key inventory take place? What program do we use to pull the report/audit for a key inventory? And why are constant key inventories necessary?
What is...
* Once a week for a full key inventory
* Immediately after a conference leaves ( that specific floor)
* Starezz
*It's necessary to do constant key inventories to make sure keys are ready for the next conference, lock changes are done and up to date, and that the key cabinets and backup drawers are all organized and correct at all times. Also, we need to for proper billing.
A camper is sleeping in a lounge at 2:00 AM. What should you do?
What is? Call the coordinator on call so they can call the organizer and have them come wake the kid up and get them back into their room.
You can submit a TMA for lofting beds
True or False?
What is? False
A conference organizer wants additional conference cards programmed immediately. What approval must be obtained first?
What is? Approval from the coordinator and the OA
A front desk computer suddenly stops working and displays unusual pop-ups that may indicate a virus. What should you do?
What is... Submit an IService request and update the shift report and chat so other clerks know what the status is.
It's check-out day, and you realize no one was checked in. What are the proper steps to address this and fix it?
What is?
*Check past shift reports/ why this happened
*Notify the coordinator on call ( text or call)
*Then check in the people who didnt get checked in (using the envelopes that were turned in)
*Then check them out in the system and note it in the shift report
What do you do if a guest comes to the desk and says their card doesn't work?
What is? Ask them which conference they are here with, check FDS to see what access the conference has, and check if a different card from the drawer works. If it doesn't, call the coordinator and contact MJ.
After submitting a TMA, what are the two places where the request information must be documented so future staff can track the issue?
What is? What is the TMA Log and the Shift Report?
How should check-in envelopes be organized, and why?
What is organizing envelopes in alphabetical order by guests' last names, because guests know their names but do not know their room numbers, allowing staff to quickly locate their envelope during check-in?
What is? Contact Heather and the Coord on Call. And while they address the issue, use Alarm Monitoring to unlock the doors for guests.
What are the specific steps to do a satellite IPad check-in? ( Has to be from the manual specifically)
What is...
On the IPad on Starrezz select “Fast Check In/Out” from the bottom menu
Then select “Check In”
It will pull up the Fast Check in Screen with a camera
Scan the QR code of the individual you are looking to check in.
Confirm that the information is correct and matches the key packet
Select “Issue to issue the keys to this guest and click continue.
You should receive a green highlighted message that indicates the entry has been checked in
Give the guest the key packet with their name on it.
Explain the contents of the key packet to the guest
Conference card will give access to the building and hall
Conference card will give access to the dining hall if they have a meal plan
Give directions to the room, stairs, and elevator
A guest is standing at the front desk yelling, making threats toward staff, and refusing to leave after being asked to calm down. The situation is escalating, and staff no longer feel safe. What should you do?
What is? Call the coordinator on call and then once it's over, write an Incident Report and document in the shift report.
A clerk submitted a lock change request after a guest lost their key, but the clerk failed to document the lock change in the Shift Report or TMA Log. Two days later, the replacement keys cannot be located. Why is this a significant operational issue?
What is because staff have no way to easily track when the lock change was requested, locate the TMA request number, verify whether the lock was changed, determine where the replacement keys should be, or follow up with Maintenance
From start to finish, what are the proper steps to trade a shift?
What is...
Name ALL the forms that are under each desk in teams?
What is?
*Key Inventory Form
*Key Loan Form
*Lost Conference Card form
*Room Entry Form
* Rounds checklist ( for sr clerks)
* TMA Log
* Lost Key Form