Its an emergency!!
A fire alarm goes off in a building. You get informed by the camp sponsor. What do you do?
A parent calls asking about their students information. What do you ask them for before releasing?
What is the FERPA code?
A liaison has met with the sponsor and needs to inform our campus partners about the camps needs. How will they do this?
What is the conference partners email?
A guest comes up to the desk, what do you do first?
What is greet the guest quickly, make eye contact, smile, and be responsive to complaints/problems efficiently?
A camp sponsor calls the desk reporting a lockout between 8pm - 8am, what do you do?
What is call the on-call staff member?
A camper has thrown up in the hallway. What are your next steps?
What are filling out a work order through HokieServ, calling out to emergency housekeeping, and always end with a maxient?
A student is wondering how to see their housing bill. How would you direct them?
What is through View eBill in Hokie Wallet through Hokie Spa?
The room roster has been sent out to our Ops team, what are the next steps?
What are room set up, making of key card packets, and gathering all check-in materials?
You're about to leave the desk to go home, what do you do last?
What is fill out the desk duty log?
A camp sponsor reports a student lost their keycard, what are the proper next steps?
What is making a temporary room key and filling out the temp card record log?
A camper is trying to get into their room and their door won't open. They put the keycard up to the door and it isn't lighting up. How do we help?
What is filling out a work order, calling out to on-call staff to get the master key for the door from the grey box and letting the camper in. Then calling out to lock-shop on-call to fix the door. Always end with a maxient.
What is the correct response if a parent has a non-emergency question and you do not know the answer, while alone at the desk?
What is refer them to email the housing inbox Housing@vt.edu?
What papers should be brought to every check in?
What are room rosters, “How to Use Your Conference Card” form, “Visitor Parking Information” form, and campus maps?
You get up from the desk, what do you need to do?
What is lock the computer?
A camp sponsor calls asking to be able to handle their own lockouts. We give them this.
What is giving them a mastercard?
An elevator goes down in West AJ. What questions do you ask and how do you direct the problem?
What is what floor is it stuck on, are the doors open or closed, and is there anyone inside? You then fill out a work order, call the elevator service, get the service number from Schindler, and always fill out a maxient.
A camper parent calls the desk worried about their son. What is the proper response?
What is calling the sponsor for a wellness check?
During check-in a sponsor explains that there are now 4 extra campers joining the group. How do we prepare for this situation?
What is preparing 10% extra rooms and 10% extra key cards for each camp?
You don't know the answer to a guests question, what is the correct way to address their concern?
What is say "I'll contact my supervisor to find the answer" and ask the pro-staff in office or contact pro-staff on call?
After check-out of camp a sponsor receives a bill for missing keys, but states their group didn't lose any. How do we find out how many keys we billed them for and exactly which keys were lost?
What is a key audit?
A sponsor calls about a broken toilet in their dorm with an active leak. What questions do you ask and what steps do you take?
What is how large is the leak, with NO EXAGGERATIONS, where precisely is the leak coming out of, and how strong is the flow of the water? Then you place a work order and call out to emergency housekeeping and maintenance. Always end with a maxient.
There's a parent calling and they ask to speak with Nickie Smith directly. What are the next steps?
What is ask them what their concerns are and see if you can handle it. If you cannot handle it direct the concern to other pro-staff members, NOT NICKIE!!
A few camp counselors are coming in ahead of their group. What needs to happen to make sure they are able to check-in?
What are early check-in cards left at the 24-hour desk and Ops members notified to set up rooms early?
A guest is very upset when coming to the desk and is demanding you fix their issue. What is the correct way to handle their concern?
What is BLAST, Believe, Listen, Apologize, Solution, and Thank them?
A camp sponsor calls reporting an issue when they go to the dining hall. The dining hall says they have not received necessary items for the camp. What are these items?
What are the test and non-working cards?