Daytime Desk Receptionist for Residence Life

Description
The Desk Receptionist (DR) is a part-time student staff member of Housing & Residence Life and a member of the University's Division of Student Affairs. The Desk Receptionist fulfills a vital role in the residence hall system by helping ensure the safety of the halls, assisting residents with concerns, and welcoming guests and visitors.
The DR is supervised by a Residential Operations Coordinator with the support from the Assistant Director for Residential Operations and Finance and is expected to work closely with other staff members (other DRs, Desk Coordinators, Resident Assistants, Community Directors, Facilities Management Members, and University College Program Associates, etc.) within the building, as well as across campus.
This position staffs the residence hall front desks from 7:00 AM - 11:00 PM daily.
Mandatory Dates

1. This is a 5-month position from January 2024 through May 2024.
   • Spring 2024 Arrival: January 10, 2024 at 9:00 AM
   • Spring 2024 Dismissal: May 13, 2024 at 2:00 PM
2. All Desk Receptionists must attend and fully participate in staff training in January prior to the start of the academic semester.
   • Spring Training: January 11-12, 2024
3. This position has "nontraditional" business hours making it likely staff will work evening and early morning hours.
4. Desk Receptionists are expected to work a minimum of 12 hours per week, including 3 hours on Saturdays or Sundays.
5. Desk Receptionists are required to work one break (Winter Early Arrival, Spring Break).
6. Desk Receptionists are required to work during Finals and hall closing periods.
   • Spring 2024: May 2-13

*Staff are required to be present and participate in all DR training and residence hall opening and closing dates.
*All dates are subject to change.
Minimum Requirements

1. Full time enrollment as an undergraduate or graduate student at American University (minimum 12 credits and a maximum of 17 per semester)
2. Cumulative GPA at, or above, 2.50 and term GPA at, or above, 2.50 (GPAs must be maintained from the date of application until the date of separation)
3. Must be in good conduct standing with the university.
4. Must submit a recorded video interview for consideration (follow this link to submit: https://american.co1.qualtrics.com/jfe/form/SV_3PYmSP16pkDoNWm

Administration

1. Turn in completed HR and payroll forms to your supervisor.
2. Be timely and professional in all written and verbal communications with Housing & Residence Life staff and AU community members.
3. Compile accurate and timely reports for supervisor as requested (shift logs, digital systems management.).
4. Complete and submit bi-weekly online timesheets on time.
5. Treat information concerning staff and/or students with the utmost confidentiality.

Community Facilitation and Customer Service

1. Support efforts of front desk staff in creating a safe living environment for the residents.
2. Answer questions from students, families, faculty, staff, prospective students, and alumni in person and over the phone.
3. Follow proper protocol to check in and out guests of residents.
4. Treat concerns of all customers with attentiveness and seriousness.
5. Serve as a liaison between students and the supervisor.
6. Maintain a working knowledge of the University's facilities, services, and resources.
7. Ensure that the desk is clean, all binders and logs are in appropriate locations, and all supplies are stocked.

Role Modeling and Policy Compliance

1. Monitor and enforce access to the residence hall.
2. Be well versed in, personally abide by, and help enforce University policies including the Housing Agreement. DRs must also abide by all regulations in federal and local jurisdictions.
3. Confront, document, and follow through on violations of published University and Housing & Residence Life policies, regulations, and procedures in an accurate and timely manner.
4. Understand that all actions of a DR (including those engaged in outside of the residence hall) are observed by residents, other DRs and staff members. DRs must hold themselves to a higher standard in all action.
5. Follow outlined emergency response protocol when necessary at the desk.

Facilities and Operations

1. Assist in the opening, closing, and staffing of the residence hall desks at break times.
2. Check residents in and out of their housing assignments using the StarRez housing assignment management software system.
3. Issue and track mailbox keys to residents. Submit Mail Key Replacement Forms when residents need replacements.
4. Follow lockout protocol to assist residents with regaining access to their rooms when locked out.
5. Check out administrative keys to groups that have residence hall room reservations.
6. Follow proper key distribution procedures to maintain accuracy and security. DRs must not create or issue keys to anyone, including themselves, without following proper documentation procedures.

Communication

1. Maintain positive relationships with fellow Desk Receptionists, Desk Coordinators, Resident Assistants, Community Directors, HRL staff, Facilities Management, and Program Associates.
2. Attend DR meetings to schedule desk shifts and receive additional training.
3. Maintain ongoing communication with Desk Supervisor, fellow Desk Receptionists, and Housing & Residence Life office by checking staff mail, phone messages, and e-mail messages daily.
4. Attend all scheduled shifts on time. Follow proper communication protocols when seeking emergency shift coverage.
5. Follow proper communication protocols when communicating with on-call staff and emergency personnel.

Other Duties as Assigned

1. The nature of the DR position does not allow for all duties to be explicitly described. There will be times when hall staffs are requested to assist in an emergency or other unforeseen circumstance. These situations will be presented as thoroughly as possible at the time of need.