Tour Etiquette
When do you write a TTY?
Write a TTY to at least one guest after EVERY TOUR - once it's finished, write "TTY" on the info sheet of the student you sent it to.
A guest swears they have a reservation but they aren’t on the calendar and they have no confirmation email. The calendar is already full – what do you do?
After ensuring that they did not receive a confirmation email, explain to them our stand-by policy and put them in the stand-by pile. Be sure to update them when you are sure they will or will not be able to go on tour.
You answered an email earlier and they respond with a simple “Thank you!”- what do you do with the email?
Always respond! We should always be the last to respond! Let them know you are here to help if they need you!
How frequently are the canvases up front changed and why?
Every morning during opening procedures to reflect the guides going out on tour that day!
What does it mean if a WC team member has an eagle pin on their collar?
They are a veteran! They have worked at the WC for at least one full year!
You’re out on a noon special – at what time do you need to be back to the WC?
Specials should strive to be back at the WC by 1:30 to help prepare for the afternoon tours!
Someone is going to be in town visiting for multiple days and they would like multiple passes so they don’t have to come back in – how many passes can we give them?
Just one for the day they visit our office. If they need more passes they will need to stop back in to pick them up each day
An applicant sends you a scanned copy of their high school transcript – what do you do with the email?
Reply to the sender informing them of the correct ways to submit official transcripts to our office
You’re scheduled to work 8:00am - 1:00pm, what time do you show up for your shift?
Opening team members should arrive to the WC by 7:50 at the latest to ensure the entire building is open and ready to go by 8:00am
What are the new library hours?
The library will now be open 24/4! This means Monday-Thursday the library will be open 24 hours!
When is it appropriate to accept tips from tour guests who believe you did a great job?
Never! Be sure to express your gratitude for their generousity
A guest arrives without a reservation, party of 2, with 50 guests on the calendar, what do you tell them?
Let them know there is room for them on the tour and allow them to fill out their paper as a walk-in. Once the tour is full - any other guests are included on stand by.
At what point do we not require a transfer student to send in ACT or SAT test scores?
How can you tell if there is a queue on the phone? Voicemails?
Which area of the parking lot is off-limits to WC staff?
The front row! This is for our tour participants only! Unless you're a good eagle and earn Eagle of the Month!
Someone contacts you about a paid, private tour – what do you do?
Let Tami know! We can encourage them to take our regular campus tours during business hours since we strive to make all tours feel personal!
The last tour group leaves at 10:05am. At 10:30 a family with a reservation arrives late without calling ahead. Do you call for a catch up to the last tour?
No - catch ups can be done 15-20 minutes after the last group leaves at the latest. Any later and the group misses a large amount of the tour. The guests can do a self-guided or try to go on the afternoon tour if there is room.
How can a student figure out which credits will transfer to FGCU before applying?
They can not - we are unable to tell them which credits will transfer until AFTER they are admitted to FGCU! Let them know where to find our curriculum maps online to see the requirements for the programs they are interested in
A student emails with a question that you’re unsure of how to answer. In what order should you attempt to solve their problem?
1. Ask a veteran
2. Slack a veteran
3. Slack Lauren/Tami to ask
4. Walk over to Lauren/Tami to ask
Who was FGCU’s founding president?
Roy McTarnaghan!
On average - how many stops apart should you strive to be from the tour guide in front of or behind you?
2-3 stops to avoid waiting long periods of time for the bus
A guest has come in for information and there are two people at the front desk. Who stands to greet the guest? Who should aux out of their phone?
BOTH team members stand and greet the guest! Once the guest chooses someone for help, the other should be seated and remain auxed into the phones
What documents are needed to prove Florida Residency as an incoming student?
Most often applicants will submit a FL Driver's License, voter's registration, or car registration of their parents. If they do not have these items they can view the full list online
Which doors are locked/un-locked during closing/opening procedures?
- Lobby Sliding Doors
- Lobby Lakeview Doors
- Workroom, publications room, and phone room doors
What does “limited access” mean in terms of our Undergraduate programs?
Limited Access means a student has to apply and be admitted to FGCU before applying to the program of their choice.