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2019 On Campus Front Desk Procedures
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Front Desk Procedures
Front Desk Attire
- RCL or Longwood shirt
- Nametag
- Shoes
What not to wear/use:
- Pajamas
- Headphones
Attire & Etiquette
Look up!
Front Desk Etiquette
Low volume.
Pause to be attentive!
Be attentive
Acknowledge those entering &/or leaving the building
Provide assistance & answer questions honestly
Explain processes
Front Desk Etiquette
Phone Etiquette
(Building) Front desk, (Name) speaking. How may I help you?
Desk Hours
Desk Hours
Monday - Wednesday 11am -11:45pm
Thurs - Friday 11am -1:45am
Saturday 1pm - 1:45am
Sunday 1pm- 11:45pm
All staff are required to work during inclement weather.
Safety = #1 priority
Re-opening after academic breaks on weekends: RAs will work the front desk from 11:45am - 1pm.
Desk Coverage
RA Staff
Desk Staff
Sunday - Wednesday 10pm -11:45pm
Thursday- Saturday 10pm- 1:45am
Monday - Friday 11am -10:00pm
Saturday - Sunday 1pm - 10:00pm
Keys
How to read a key
Key Codes
SET NUMBER
ROOM NUMBER
3
109
CR1 = LANCER PARK(North & South)
CR3= SHARP
CR4 = REGISTER
CR5= STUBBS
CR6 = LANCER PARK (Old)
CR7= LANDINGS
CR8= LONGWOOD VILLAGE
CR9= WHEELER
CR10= COX
CR11= FRAZER
CR12= CURRY
CR13= ARC
CR14= SOUTH RUFFNER
KEY CODE
CR9-72
Key Changes
Key Replacement
Lock Core Change
- Replace only the key
- TYPES: Room, Suite, Community, or Corrections
- Damaged, cracked , bent, lost outside of central VA
- $10 charge (no charge to student)
- Replace the lock and keys
- TYPES: Room (single & Double Occupancy), Suite/ Apartment, Community
- Submit when key is lost in central VA or unknown location /not returned
- $60 Charge: $50 lock (1 key + loaner) + $10 for additional key needed to complete the set
"Do you remember where you lost your key?
Loaner Keys
- Set 4 = Loaner Key
- Always at the front desk in the key box
- Can be checked out for 48 hrs max
- No charge if returned in 48 hrs
- After 48 hrs assume the key is lost and submit a lock core change.
- Location of loaner keys should be documented and accounted for at all times
Loaner key checked out
No loaner keys checked out
Lockouts
Residents can checkout a loaner key when locked out of room
Encourage Residents to return key immediately before 48 hrs to prevent being charged
Practice Time
James Doe locked himself out of his room and would like a loaner key.
Room number: 418
Date/Time Out: 8/14/19 @9pm
Check out the loaner key for James.
Practice makes perfect!
James Doe locked himself out of his room and would like a loaner key.
Phone number: (434)555-5555
Room number: 418
Key Code: CR9-45
Date/Time Out: 8/14/19 @9pm Date/Time In: 8/16/19 @4pm
Locked out; key in room
guest log
Guest Registration
- Guest = Everyone who does not live in the building!
- All guest must be checked into the the Mercury Guest Registration
- Review Mercury guest registration instructions in Canvas
- All guest must sign in each time they enter the building!
- All guest must present identification with a picture.
- (Lancer Card, Drivers license, Passport etc.)
- Overnight guest are limited to NO MORE than 3 nights in any 7 day period.
Trespass List
Located on Mercury
Follow normal guest check-in protocol
Cross- reference each guests name with the Trespass list
If a guest name is on the Trespass list:
- Continue with check-in protocol
- Note any descriptive information (i.e., hair color, skin tone, clothing, etc.)
- Watch to see which way the guest heads
- Contact LUPD immediately once the guest leaves the front desk area
- DO NOT INTERVENE OR ATTEMPT TO STOP THE GUEST FROM CHECKING-IN
- LUPD will intervene upon arrival to the scene
- Inform RECOC
- Submit IR
Chapter Room Log
- OFSL approved chapter rosters are located at each front desk
- EVERYONE entering the chapter room must sign in
- All Chapter members MUST sign in using the Chapter room log
- All Chapter guest or new members who are not listed on the roster must be signed in by a chapter member listed on the roster.
- Use guest registration process
- If the front desk is closed, members and guest are expected to sign in once the front desk is open.
Practice makes perfect!
Chapter Room Info:
Org name: Me Phi Me
Chapter member: James Doe
Chapter member: Mark Elwood
Date: 8/14/19
Check in time: 7pm
Check out time 11pm
Equipment Log
- Equipment can be checked out for 48hrs MAX
- Items must be signed out and in using the equipment log
- Follow-up with residents who have exceeded 48hrs
Equipment Log
Practice
Resident Info:
Jane Doe
(434) 555-5555
Room number: 418
Equipment: 1 Pot 1 whisk
Check out Date: 8/14/19 Check out Time: 1pm
Resident Info:
Jane Doe
(434) 555-5555
Room number: 418
Equipment: 1 Pot 1 whisk
Check in time: 8/15/19 Check in time 11pm
Resident Info:
Jane Doe
(434) 555-5555
Room number: 418
Equipment: 1 Pot 1 whisk
Check out Date: 8/14/19 Check out Time: 1pm
Practice makes perfect!
Practice makes perfect!
Communication Log
Used to communicate occurrences during each staff member's desk shift.
Complete new entry for every front desk shift.
Log entries must be completed in entirety!
Write legible!
Comm Log
Practice Time!
Building: Sharp
Name: Your name
Date: 8/14/19
Shift: 5-7pm
Room Change info: Check-in Jane Doe
Room: 418
Incident: Fire alarm triggered due to burnt popcorn.
Practice makes perfect!
Practice makes perfect!
Building: Sharp
Name: Your name
Date: 8/14/19
Shift: 5-7pm
Room Change info: Check-in Jane Doe
Room: 418
Incident: Fire alarm triggered due to burnt popcorn.
Practice makes perfect!
N
Reservation form
Room Reservations
On campus RECs approve reservations for reservable spaces in their respective community.
Confirmation emails are sent to individual who reserved the space.
Staff can ask groups to see the confirmation email if needed
If assistance needed contact REC or RECOC
Room Reservations
Who to Call
RECOC
(434) 547-9582
1. Ps – Police, paramedics, plumbers, power, press, and probably
2. Always follow directives
3. Document directives in an Incident Report (IR)
Business Hours (Mon- Fri 9am -5pm)
- Contact specific office for corresponding issue
After Service Hours (Mon-Fri after 5pm + Sat & Sun)
- Contact LUPD for assistance as appropriate
- Email office if non - emergency issue
Placing a work order
Email: Workorder@longwood.edu
- Name
- Position
- Building and exact location of issue
- Description Issue
- Inquire if staff could follow-up
*CC supervisor/REC on email
Card Access Issues
Single resident issue
- During business hours: Send resident to Lancer Card Center
- After business hours/ weekends: Send resident to LUPD
Widespread building issue
- During business hours: Call Lancer Card Center or LUPD
- After business hours/ weekends: Call LUPD
Fire binder
Fire binder/Fire sock
Fire sock
Fire bag
Fire binder/Fire sock
Grab fire binder & fire bag when evacuating the building due to fire alarm sounding.
Place fire sock on front desk door upon exiting.
Provide confidential envelope in the Fire binder to First Responder(s) upon request. STUDENT STAFF NEVER OPEN
Customer Service
- Display professionalism
- Follow protocol and confront residents as appropriate
- Explain procedures and deadlines to residents and guests
- Follow up & provide info as assured
Why We Do What We Do
- Proper paperwork
- Proper work attire
- Acknowledging guests/residents
- Correctly explaining processes
- Answer questions honestly
Why We Do What We Do
Timecards
Time sheet and Time card submission
- On campus Desk Aides = Federal Work Study
- Allotment amount = total amount of money that can be earned
- Off campus Desk Aides = College Work Study
- Same as a hourly part time job
- DAs Can work 20hrs per week MAX
- Desk Aide time sheet completed after each shift, staff meeting, Leadership assignment
- Desk Supervisor will email all DAs with a timecard submission guide per pay period
Mylongwood Timecard submission
- DAs will input the information into myLongwood.
- RECs will review to make sure accurate before approving timecards
- DAs submit timecard on MyLongwood by Monday at 11:59AM
- RECs have until 11:59AM on Tuesday (the next day) to approve all timecards
What would you do?
Which is the correct way to answer the phone?
A. This is Brittany speaking.
B. Hello. How can I help you?
C. Longwood Village Front Desk, Desk Aide Brittany Mabry speaking. How may I help you?
D. Hello?
Cox Hall
It is 3 PM on a Tuesday. A resident comes to the front desk and says that they locked themselves out of their room.
Lock out
Stubbs
Card Issues
It's 2:35 PM on a Sunday.
Resident A's Lancer card denies them access to the building.
Resident B enters the building with no issue.
Frazer
It's 4 PM on a Wednesday. A resident walks pass the front desk with a kitten in their jacket.
Pet Policy
What is the key code for this key?
Reading a Key Code
Longwood Village
It's 5pm on a Monday.
A resident reports that there is a bodily fluid on the floor in the gym.
Maintenance
Fire Alarm is Sounding!
Fire Alarm
Let's act!
Guest Sign in
Wheeler
It's a Thursday at 7 PM.
A resident comes to the desk and says that all of lights in their room are out and none of their electrical sockets are working.
Maintenance
Complete the Comm Log
Completing Paperwork
- Resident A ( Room 213) moved out of their room.
- Resident B checked out a pot
- Resident C got a loaner key
Lancer Park
It's a Sunday at 2:50pm.
Your staff member calls and says that they are stuck in traffic and will be late to their shift.
Staff Issues
You and your classmate are studying for your BIO quiz at the front desk. A resident comes to the desk and begins to share that they were just sexually assaulted.
Guest Behind the Desk