Packages
How should a package be labeled?
With capital letters for the residents initials and the last 3 of the tracking number. 123VV.
A resident comes to the desk letting you know that there's an issue with the lights outside of their unit. You should?
Place a common work order for that building with details about the lights including location (ex. right outside bdwy-0210).
A resident emails asking for a hold on their package. What do you do?
Place a hold on their package in StarRez and respond letting them know.
Bonus points: Show how to make a package hold.
A resident reports a bird in the Blackstone hallway.
Call the RA for the building.
You are doing the key audit and find a room key that doesn't match the rooms code.
Check for the key code in StarRez and move it to the correct hook.
There's a missing package during the morning audit! What do you do?
Send package pick up verification emails.
A resident comes to the desk to check in for their transfer unit. You look at the date in StarRez and see that their booking is for tomorrow. You should?
Let the resident know to come back on the date on their move in email.
You get an email from a resident about move out and you do not know how to respond. You should?
Forward it to Housing or leave the email unread for your supervisor to respond to.
A Broadway resident comes to the desk to let you know their smoke detector is beeping non-stop and they have tried to reset it.
Call the RA for the building.
A resident comes to the desk, their key broke in half while opening their door. You should?
Do a key receipt with them, no charge needed.
A package arrives with a torn label. You should?
A friend of a resident comes to the desk stating they need to get to their friend's unit as they are not doing well and are there to help.
Ask that the friend meet the resident to be escorted as a guest or the friend can call CPSO for a wellness check.
(What else should you do for Bonus Points.)
You get an email from a resident asking for an extension on a cart check out. It is already 10pm. You should?
Let the resident know that the cart needs to be returned to the desk before we close at Midnight.
A Blumel resident reports that their door will not open, they've tried their key and a spare from the desk.
Call the RA for the building.
A resident returns a set of keys to the desk. You look in StarRez and find the resident that they belong to. You should?
Immediately email and call the resident to let them know that their keys are at the desk.
You can't find a package when going to get it for a resident. You should?
Check all locations (including the fridge!) and see if the parcel was misplaced. What else should you do? (Bonus points).
Someone comes to the desk claiming that they are there to take care of a friend's ESA while they are out of town. You check StarRez and don't see any notes about a caregiver or a caregiver listed in the Family Member section. You should?
Have the friend contact the resident to make sure they submitted a caregiver form. We can not give access to a unit without this. Forms can be requested from and submitted to Housing.
(What else should you do for bonus points.)
A resident emails about a VikNights event, they want to sign up but can't. You should?
Leave the email in the inbox until your supervisor can respond.
It's a weekend and you are scheduled to close. You feel fine in the morning but it is now 5pm and are now feeling sick. What do you do?
Call the Monty desk to have on-shift desk worker call the team to get coverage. Email supervisor.
Bonus points: What should the on-shift worker do if they can not immediately find coverage?
A resident comes to the desk because they are locked out, you notice that they have been locked out three times in the past month. You should?
Ask if they have a lanyard and offer them one to help track their keys.
You come into work on Saturday and see packages left outside the desk. What do you do?
Email the tracking number to your supervisor to follow up with the carrier. Log as normal.
A resident comes to the desk for a lock change. They are here to pick up keys. Aside from issuing them their new room key, what else should you do?
Ask if they have a mailbox key and fill out a key receipt with them for the key.
You get an email from a resident stating that they are expecting a package that has a one time password. What do you do?
Thank the resident and make a note in their StarRez account with the code.
An Ondine resident calls the desk letting you know that they think there's a domestic dispute happening in their neighbors room. Who do you call?
Call Pro Staff on Call.
Access Badge: A resident comes to the desk and their ID is not working. What are the steps you should take to find out what the issue is?
1) have the resident tap it on the card reader. If nothing changes on the reader the card is dead and needs to be replaced.
2) Check their booking in StarRez, has the date passed or not begun for their booking date?
3) Is the card damaged, if IDs are bent or have a hole in them they will not work.