This document outlines office procedures and expectations for staff working at the front desk. It details tasks like completing opening/closing checklists, issuing parking passes to visitors, logging packages in and out using the Notifii system, submitting work orders, handling keys and lock outs, processing payments, and answering phones. It emphasizes the importance of being organized, paying attention to details like matching names and IDs, and avoiding unproductive behaviors like using phones or socializing at the desk. It also introduces a new online form system for processing resident requests and complaints.

1. OFFICE EXPECTATIONS
AND PROCEDURES
WHAT DO I DO IN THE
OFFICE?

2. Opening/Closi
ng Checklists
Issue Guest
Parking
Passes
Logging In/
Giving Out
Packages
Keys andWork
Orders
Payments

3. 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.

4. 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.

5. 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

6. 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.

7. 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.

8. 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.

9. 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.

10. 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!

12. 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.

13. BUT MS. COBBS, I DON’T HAVE ANYTHING TO DO!
KATE, I’VE DONE EVERYTHING!
NOW WHAT, MS. TAYLOR?
MR. JONES I’M BORED!

14. THERE IS ALWAYS
SOMETHING TO DO IN
THE OFFICE
FOLLOW ME TO A LAND OF
WONDER AND A
CONSTANT FLOW OF
WORK!

15. 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!

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

17. 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.)

19. LADIES

20. GENTLEMEN

21. COUGAR RED FRIDAYS!!!

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

23. 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