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Manual
2015-2016
Name
_________________________________________________________________
Room#
_____________________________________________________
Table of
contents
Desk Atmosphere
Desk Etiquette
What do I do at the desk?
Outlook /SharePoint
Procedures
Safety
Desk Atmosphere
The desk is the hub of the building! Therefore, it
needs to be friendly, professional, clean, tidy and
approachable at all times!
Answering Questions:
Residents will ask you a lot of questions; never tell them I
DONT KNOW. Instead, tell them I WILL FIND OUT FOR
YOU. You have unlimited resources at your fingertips and
therefore you can find the answer to ANY question. Here
are some scenarios:
Residents need info about something local (restaurants,
points of interest, stores, coffee shops etc)
This one is simple! You can use Google/Yelp!/Bing
or any search engine, because you have a
computer right there!
Residents want to know what time the bus comes to our
area:
On the right hand side of SharePoint, if you scroll
down to Outside Links, you will find the bus schedule.
Also encourage them to check it out themselves at
www.sbmtd.gov
Desk Etiquette
When you are at the desk, you must make everyone feel
welcomed! Along with greeting everyone who passes by,
maintaining approachability is key. If you are spending all
of your time at the desk doing homework, researching
your major, and doing Buzzfeed quizzes, no one will want
to approach the desk. Here are some tips on how to
maintain approachability:
The Desk Phone Etiquette:
When you answer the phone, this is what you should say:
Hello, Anacapa front desk, this is __________
speaking, how may I help you?
Also, if you have been instructed to call residents with the
desk phone, please introduce yourself as such:
Hi, this is _______from the Anacapa front desk calling
you in regards to___________.
Personal Belongings:
They belong either in the back office, or under the desk.
That includes your phone. Do not take calls during your
shift. Do not send text messages during your shift.
Homework:
What do I do at
the Desk?
Outlook
Outlook is very important for two reasons at the front desk.
8. Now, for start time, pick the date they want and choose the
correct time (pay attention to AM/PM and make sure the
date is correct.)
9. For end time, the date should be the same and the duration
of the meeting should be 30 minutes.
SharePoint
Housing and Residential
Services
A
B
D
E
F
C
G
FOR E-KEYS
Go to the back and find the temporary e-keys in the
key box.
Work Requests
To submit a work request, click on the Maintenance Work
Requests link on the right side of SharePoint under
Shared Building Links Its pretty self-explanatory J
Room Reservations
Poster Approvals
Please place posters to be approved in the To Be
Approved section in the back office for my
approval. Once approved, I will place them in the
Approved box. Please then distribute to RAs or
put up around the front desk.
Have them fill out this form. Outside orgs MUST email
me at least one (1) week in advance. If an outside
org wants to have an event here that is not
specifically for our residents, they must pay for their
space.
Room Changes
Room changes for Anacapa are all up to Lead
Staff. Please refer the resident to us via email.
However, please remind the resident that room
Desk Safety
As a DA, you hold a very privileged position. Never
give out a residents personal information to
ANYONE. Even if they claim to be a
Closing Procedure
When your shift has ended, here is what you need to do to
close the desk:
Check the Desks email on Outlook one last time