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Desk Operations: Overview Essay

2465 words - 10 pages

Section 6: Desk Operations

Desk Operations: Overview

Each Residence Hall has a reception desk that serves as an information source for residential students and guests. Students and guests should find our front desks and lobbies as a welcoming atmosphere in which Desk Assistants can be a resource to them regarding SCSU as well as answers questions they may have about processes and activities within the Residence Halls. Students and guests deserve to receive a warm hello and outstanding customer service when interacting with our Desk Assistants.
Hours of Operation
6:00am – Midnight every day of the week. In the event that someone does not show up for a Desk Shift or calls in sick every effort should be made to fill the desk shift so the Desk remains open. This may mean calling other Desk Assistants, Community Advisors or having the Assistant Hall Director or Hall Director cover the shift. It is important to have a system in place for responding to circumstance such as this. Closing the Desk should be a last resort. If the desk must be closed, a sign must be posted indicating that the desk is temporarily closed and providing the Public Safety Department’s contact information in case of an emergency.
Hours of operation may be adjusted during break periods (Fall Break, Thanksgiving, Winter & Spring Breaks). This information will be provided in departmental staff meetings as necessary.

Desk Operations: Professionalism Standards

Appearance of the Desk Area and Lobby
It is important to ensure that the Desk Area and Lobby are clean and orderly each and every day. Desk Assistants should be instructed to complete daily tasks to help with this and instill a perspective that they are responsible for anything that happens in their area of sight. GMWs can also be called upon if more complex cleaning is necessary in the Desk and Lobby areas.

Desk Assistant Dress Code
For identification and security purposes, Desk Assistant (and CAs working in the capacity of a Desk Assistant) must wear Department of Residential Life issued apparel. At times during the year it will be cold and it is acceptable for our desk staff to wear clothing underneath their Residential Life clothing.

Clothing that should not be tolerated includes: ripped jeans, sweat pants, pajama bottoms, short shorts or cut-off shorts, bare feet, hats, sunglasses. The Desk Area needs to portray a professional atmosphere and it is important to instill in our Desk Staff that their behavior and the image that they present through what they wear lends itself to this professional atmosphere.
Confidentiality
The rosters, log books, and all documentation at the Desk should be treated as confidential information. These documents should be kept in a location that is quickly accessible by the Desk Staff, yet out of reach and eyesight of residents. Student room numbers are not to be given out at the front desk, only room phone numbers. In addition Rolodex Cards with...

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