OFFICE EXPECTATIONS AND PROCEDURES

WHAT DO I DO IN THE OFFICE?

Opening/Closing Checklists

Issue Guest Parking Passes

Logging In/ Giving Out Packages

Keys and Work Orders

Payments

Opening Checklist

• Due to Ms. Cobbs by 8:30AM

• This includes making sure the date on the date stamp is CORRECT

Closing Checklist

• Due to Ms. Cobbs by 5:30PM with the 5PM Rounds

Who is responsible for these tasks?

• Opening: ANY RA working in the office at 8AM

• Closing: The ON CALL TEAM member that is also doing 5PM Rounds.

What is This?• This is the parking pass for visitors

• All visitors of the property MUST have one in order to avoid receiving a ticket from UHPD

What Do I Do With It?• Use the stamp to put the

CORRECT date in the check out/check in spaces.

• Give the bottom half to the visitor for them to fill out COMPLETELY before giving them the top half.

IMPORTANT!• DO NOT let them take the pass to

their car to get the license plate number. They must go get that information and come back before they can have the parking pass.

• Check the ID of the resident and make sure they are living in the Apartment Number they give you.

Packages• Notifii

• Log in packages as soon as possible to avoid congestion behind and next to the desk

Logging In Pacakges• Resident and RA packages are to be logged

into notifii and placed in the package room

• The package room is organized by building number and floor

• Always make sure the name on the shipping label matches the name of the resident you have put in the computer!

Manager Packages/Mail• Do not log these into notifii

• Put them in that managers office

• If the package is for Juan call the

• maintenance shop and inform them

Logging Out Packages• Ask Resident for their room number

• Direct them to the iPad and make sure they now how to log the package out.

Residents and the iPad• Make the residents select any and all packages

under THEIR name and room number.

• Resident must complete every step of the log out process to avoid continued notification from the notifii website

CHECK THOSE IDS!• Always look at the resident’s ID and make

sure it matches the name on the SHIPPING LABEL.

• There have been cases of the package label being printed on our end for the wrong resident.

Mail• If the USPS carrier leaves mail with you at

the front desk

• Look the name up in LAMS to find their room number to be written on the letter.

RTS• If the name is not found in LAMS they are

no longer a resident with us and the item must be returned.

• All non-resident mail/packages should be marked RTS and placed next to the computer for USPS to pick up

Ask A Manager • Before Returning packages

• Some residents use middle names or will have packages sent to them with their parents names on them.

Work Orders• Mri.studenthousing.com

• New Request

• Get Resident Name and Room Number.

• MRI will fill in the rest of the Resident info.

Be Descriptive, But Brief!• DO NOT just say: “toilet broken”

• DO say: “Toilet clogs after flushing and drains later”

• That way it is easier for the maintenance staff to know what exactly they need to fix

Emergencies• Leaks

• HVAC: Heater or AC not properly functioning.

• In some cases, RAs can fix HVAC problems without calling maintenance.

Keys• You should only need keys if a manager asks

you to check a room or if you have to do a lock out.

• ALWAYS sign out/sign in the key(s) you are pulling.

Never Just Give Out Keys• Always ask a manager before giving residents

keys.

• Some residents will come in saying they lost their room key.

• They have to have their locks changed before we can issue them an new key.

• CHECK THOSE IDS!Lock Outs

• Lock Outs are free until 5pm.

• After this, you must fill out a charge form for lock out service.

• A $20 charge will be added to their account.

Payments• We accept Personal/Cashier’s Checks, Money

Orders and Online Card Payments.

• NO PERSONAL CHECKS AFTER THE 5TH

(Unless it is a check for utilities)

Receipts• Date, Name, Room Number, Check/Money Order

Number, Amount and your signature

• Give the white copy to the resident. Paper clip the yellow copy to the payment and put in the safe IMMEDIATELY.

Late Fees• RENT IS DUE ON THE 5th!

• On the 6th a $25 late fee will be added

• On the 16th a $50 late fee will be added

• That’s a total of $75 added to their rent on 16th!

Answering the Phone• “Thank you for calling Cullen Oaks! This is ____.

How may I help you?”

• Be happy, be polite and ALWAYS say your name!

The Hold Button Is Your Friend!• When you have to stop talking to a resident to ask

someone else in the office a question always use the RED HOLD BUTTON on the phone.

• DO NOT place your hand over the speaker or put the phone down on the desk. THEY CAN STILL HEAR YOU.

Need A Manager?• Get as much information from the caller as

possible.

• Name

• Reason for Call

• Make sure the manager is available to take the call.

• If the manager is unavailable take a message.

BUT MS. COBBS, I DON’T HAVE ANYTHING TO DO!

KATE, I’VE DONE EVERYTHING!

NOW WHAT, MS. TAYLOR?

MR. JONES I’M BORED!

THERE IS ALWAYS SOMETHING TO DO IN

THE OFFICE

FOLLOW ME TO A LAND OF WONDER AND A CONSTANT FLOW OF WORK!

BOREDOM HAPPENS

• Finished your task?

• Ask for another one!

BUT THERE WILL NEVER BE

• FILE FILE FILE

• TIDY UP THE DESK!

A LACK OF WORK

• Help a coworker!

• Organize the programming closet!

WHAT NOT TO DO!Sometimes you won’t even realize you shouldn’t be doing something! Let’s fix that!

DO NOT:

o Using your phone at the desk. (We’ve all done it, but we need to stop.)

o Eat or Drink. (Go to the back room. Clean up after yourself! Or avoid it all together.)

o Loud Behavior. (I, Tiffani Stovall, admit to being guilty of this one!)

o Socializing with friends. (We all have those residents we may be friends with. Let’s keep the socializing to a minimum. Avoid getting off task or possibly ignoring other residents.)

o Leaving/ Sleeping (Bathroom breaks are acceptable. DO NOT disappear for long periods without telling anyone where you are.)

LADIES

GENTLEMEN

COUGAR RED FRIDAYS!!!

ONE MORE THING WE’VE GOT SOMETHING NEW FOR YOU!

THERE’S A NEW WAY TO FILL OUT FORMS FOR THE RESIDENTS!o Thanks to Mr. Jones we now have an easier way to handle Security Deposit Refund Requests, Termination Requests and Formal Resident Complaints!

o http://www.emailmeform.com/builder/form/1fh5ea02bCefb25vy