Work Crew Cheat Sheet

HC Office: Letts 136 HC Phone: 202­369­9417 HC Email: hospitalitycoordinators@american.edu

HC Hours: Monday­Friday, 7am­9pm; Saturday and Sunday, 10am­6pm Starting Work Crew We are so excited for you to join our Hospitality Team! Here is a brief “cheat sheet” to the WC position. If you have a question that is not covered by this cheat sheet, please feel to send us an email or drop by the office! Where do I go when I’m on Work Crew?

Unless you are working 8am on Saturday or Sunday, please report to the Hospitality Coordinators’ office ON TIME. If the HC is not in the office, please call the HC phone and they will tell you where to report or give you tasks over the phone. What if I am working 8am on Saturday or Sunday?

If you are working 8am on Saturday or Sunday, please go to the Letts Front Desk. There, you will find a clipboard with tasks you are expected to do during your shift. Please complete as many of these tasks as possible; if you complete these tasks before the HC arrives in office, please feel free to depart until your next scheduled shift. What should I wear when on Work Crew?

When on Work Crew, please wear appropriate attire. This includes: Closed toe shoes that are comfortable to walk in Work Crew shirt (with name badge if you have one) Pants, shorts, or skirt (depending on religious/personal preference) that allow you to be

active. You will likely be walking all over campus and may be lifting or moving chairs or tables.

How do I stay in contact with the HC while I’m working? We will have you sign out the Southside CA duty phone for your shift, and you can use

this phone to contact the HC, BOCs, and other campus partners. This is especially helpful as it will provide you with numbers such as the RDOD and DPS in case you encounter situations or incidents while checking rooms or doing other HC tasks. How do I make sure I get paid for the work I do?

SIGN IN ON OUR SIGN­IN SHEET! It is located in the green binder with the pink label in our office. It is very important that you sign in, because otherwise the HCs may be forced to depend on their memories which may not be the most reliable. The sign­in sheet translates directly to hours inputted into payroll.

What should I expect to do when on Work Crew? Work Crew is responsible for a lot of things all over campus. Here are the most common things you will be asked to do while on Work Crew:

Room Checks

Room checks are very necessary to make sure that rooms are ready in time for guests’ arrival. Room checks follow a very basic checklist to determine a room’s readiness. Here is an example of this checklist:

Building Room

# Bed(s) Date Empty

Checked By

(Initials) Clean? Y/N

Pillows? Y/N

Towels? Y/N

Toilet Paper? Y/N

Trash Can? Y/N

Bed(s) Made? Y/N

2Fix #s Issues?

Anderson Hall

AND 001 Triple

The actual checklist used in Work Crew provides more space to write and describe any issues encountered. When describing an issue, please be as descriptive and thorough as possible so we can enter it into 2Fix.

chair on far side of room is missing seat cushion is much better than

chair broken Work in Pairs

Unless otherwise specified, we ask that you enter rooms in pairs, due to legal reasons and safety reasons. The only rooms we would ask you to enter on your own would be rooms we know to be empty, such as NSLC or iD Tech rooms. How to Gain Access to Rooms

Depending on how many rooms on a specific floor we ask you to check, you will have to take out temp cards or a submaster. If you have 10 rooms or less to check on a floor, you can take out a temp card. If you have a substantial number of rooms to check (such as NSLC or iD Tech), you should check out a submaster. In order to check out a submaster:

1. Ask the front desk for an admin key to the office of the RD of the building you are checking rooms in.

2. Key into that RD’s office. Look for the grey key box. On the front of the key box, there is a chart specifying which submaster is for a specific floor.

3. Sign out the submaster according to the sign out sheet located in front of or near the key box.

4. Check out only one submaster per person. 5. Return the admin key to the front desk. 6. After checking rooms for that floor, check out the admin key again to return the

submaster, then return the admin key. DO NOT LOSE EITHER KEY. IF YOU LOSE THE KEY YOU LOSE YOUR JOB.

When entering a room, you must follow the standard Housing and Dining Programs Room Entry Procedure:

1. Knock

2. Say, “Housing and Dining” 3. Knock again 4. Say, “Housing and Dining keying in” 5. Key in

Policy Violations

Sometimes when Work Crew enters a room that is already occupied, they encounter a policy violation. Here are some quick tips on how to deal with some policy violations:

1. Drugs: In the case of marijuana, you must identify three signs (plastic bag over smoke detector, towel under door, smell, window open, fan on, Febreeze) or the presence of the drug or paraphernalia prior to you taking action. Once the signs have been identified or you have spotted paraphernalia, call the RDOD and do not touch anything. They will tell you what they want you to do.

2. Alcohol: There are two procedures for dealing with alcohol depending on if anyone is present in the room.

♦When no one is present in the room, take as many notes of the type of alcohol and its location in the room as possible. Feel free to take a picture. Then, confiscate the alcohol. If the bottle is opened, pour the contents down a drain and recycle the bottle. If the bottle is unopened, take it to the RD of that building’s office. Leave it in the office with a sticky note indicating the building and room number where it was found. Be prepared to write an IRF (Incident Report Form) indicating the date and time of the incident, what type of alcohol was found, and where it was found. See the attached example IRF and IRF tips. Feel free to ask an HC for more assistance in writing your IRFs.

♦When an individual is in the room when the alcohol is spotted, follow the same procedure RAs following during the academic year. Immediately gather the information of the individual(s) in the room (name, date of birth, room number, if they are part of a conference, etc.). First, ask the guest(s) if they know if they are in the presence of alcohol. Then, ask the guest(s) if they have consumed the alcohol. Lastly, ask the guest(s) if they own the alcohol. Regardless of how the guests respond, write down all of their answers. Then ask the guests to gather all of the alcohol in the center of the room. Take detailed notes of types and amounts of alcohol. Escort the guests to dump the alcohol down the drain and recycle the bottles in bins outside of the room. Remember: student staff cannot do a room search and cannot touch the alcohol when the guest is in the room. RDOD or DPS do not need to be called or notified unless guest(s) become belligerent. Once alcohol has been disposed of, proceed as normal and be prepared to write an IRF.

3. Candles and Incense: Similar to alcohol, take as many notes of the type of candle or incense and its location in the room as possible. Confiscate the candle or incense and take it to the RD of that building’s office and be sure to write up and submit an IRF.

4. Fireworks and Incendiary Devices: Public Safety has to dispose of any and all fireworks found. Take note of the type and location of the fireworks and then call Public Safety’s

Non­Emergency line and RDOD to inform the RDOD that DPS has been called. Write up and submit an IRF afterwards.

5. Vandalism: If you spot any vandalism, call DPS Non­Emergency to report the vandalism. Take detailed notes of the vandalism, take pictures if you can, and be prepared to write an IRF.

6. If you encounter any other policy violations, contact the HC or RDOD (depending on the seriousness or immediacy of the situation) for further instructions.

7. Following the procedure of handling any policy violation, you must complete an IRF. 8. If at any time you feel unsafe in a room or uncomfortable entering a room,

you can call RDOD or Public Safety. Your safety comes first! A Room is Occupied When it Shouldn’t Be

Sometimes a room is occupied (or appears to be occupied) when it shouldn’t be. This could be because of administrative error, forgotten items, or unauthorized persons inhabiting the room. If you do encounter this situation, call the HC. They will look into the situation and then give instructions on what to do next. Door Knocking

Work Crew will sometimes be asked to make sure a room is empty. This is to ensure Aramark has enough time to clean the room before the next guest moves in, in the case of a tight turn around. Door knocking will also occur if a guest is still checked into a room on StarRez when their check out date was prior to the date of the room check. Bed Making

Work Crew will sometimes be asked to make beds. This is mainly when there is very little time until check in, or when Aramark is unable to make the bed due to half­occupancy. When there is a tight turn around, Work Crew may also be asked to vacuum the room and take out the trash. Work Crew also makes the beds in Berks rooms because Aramark is not under contract to work off campus. Prior to making a bed for the first time, Work Crew can view an online tutorial (https://www.youtube.com/watch?v=B2XapEvV8xI) and practice on the bed in the HC office. In order to make a bed, the following linens are required:

• 2 flat sheets • 1 blanket • 1 pillow • 1 pillowcase • 1 towel • Meeting Space Set Ups and Walkthroughs

When meeting spaces are reserved in residential areas (Letts Formal, McDowell Formal, the Perch, etc.) it is the Hospitality Team’s job to make sure that the set up is to the guests’ satisfaction. In the instance of a meeting space set up, the HC will either explain the set up and come with to assist, or instruct Work Crew to ask the conference coordinators if they need assistance. Popular set ups include banquet, theater, runway, and empty. Work Crew may also be asked to do walkthroughs of UES spaces prior to and after events to ensure guests’ satisfaction and to retrieve any forgotten items.

Linen Audits In order to assess resources available to both the Hospitality Team and the desks, Work

Crew will be asked to complete linen audits daily. An example of a linen audit is as follows: Please visit each individual desk and note how many clean linens are present (i.e. a bag full of sheets, 10 pillows, etc.), as well as the levels of dirty linens (i.e. empty cart, half­full cart, full cart, etc.).

Desk Clean Linens PRESENT Dirty Linens

Anderson/Centennial Halls

Toilet Paper:

It is very important that linen audits be done in person so that Work Crew can report any possible problems that are difficult to describe over the phone or through secondhand information. Other Duties As Assigned

While the four tasks listed above are those which Work Crew is asked to do most often, Work Crew is also asked to do many other tasks to ensure the happiness and safety of guests and to help present residential areas. These tasks include:

Putting together and maintaining bulletin boards Hospitality checks in residence halls Assisting with showroom tours Providing extra support at desks Checking Hot Spots and other access issues, such as broken or malfunctioning SALTO

locks Posting and auditing various signs (Bathroom designations, WiFi or network outages,

etc.)

We hope that this cheat sheet has been beneficial in giving you an overview of the Work Crew position. If you have any questions, please do not

hesitate to ask us!

Example IRF On Wednesday July 8, 2015, at approximately 9:30am, Hospitality Coordinator Annie Thomas and Conference Assistants [full name] and [full name] entered [building and room number], an unoccupied room, to prepare the room. This required HC Thomas and CAs [last name] and [last name] to thoroughly clean the room, as [title and full name of authority figure] had stressed the fact that the room needed to be ready immediately. As HC Thomas was opening cabinets to make sure the previous guest had not left behind any personal items, HC Thomas discovered a bottle of alcohol in the cabinet under the bed closest to the wall. Upon further investigation, HC Thomas and CAs [last name] and [last name] determined that the bottle was an unopened Pinnacle Tropical Punch vodka (750 mL). When CA [last name] opened the freezer section of the minifridge left in the room, he discovered a second bottle of alcohol. This bottle was Pinnacle Coconut vodka (750 mL) with approximately two shots worth of vodka remaining. CAs [last name] and [last name] dumped the coconut vodka down the drain and recycled the bottle. At 9:55am, HC Thomas and CA [last name] took the unopened bottle and left it in RD Daniel Dehollander’s office. [full name of guest], of the [conference group], was the last inhabitant of the room. Tips:

Write in third person. Pronouns are not permitted in IRFs! The first mention of a person should be their title and full name (Guest John Smith,

Conference Assistant Isabel Musacchia, Resident Assistant Ana Lopez, Assistant Director Hanya Shimizu); other mentions of the person should be their title and last name (Guest Smith, CA Musacchia, RD Lopez, AD Shimizu)

If a guest is involved, mention if they are part of a conference and which conference If a guest is under the age of 18, this must be noted It is better to include too much information than not enough If the guest says anything, record it and mention it in the IRF Pay attention to location, time, date, guests’ dates of birth, and other small details Do not include any personal expressions or biases! For example, write “Guest Smith

smelled of alcohol and swore at CAAD Musacchia when CAAD Musacchia asked to see Guest Smith’s guest card” instead of “Guest Smith was v rude and too drunk.”