Desk Worker Expectations

Accepting Items/Belongings at Desk

• Desk staff will never accept personal belongings at the desk (e.g., room keys, clothes, packages, book-bags, IDs, etc.) to be held or delivered.

• All packages, mail, flowers, and other such items need to go to the student’s mailbox at the Busch Student Center.  Under no circumstances should these items be left at the front desk.

• Items turned in to the desk as found and unclaimed (lost) will not be accepted by the hall desk staff.  Desk workers will direct persons with lost/found items to the Department of Public Safety.

Administrative Duties  

• At the start of all desk shifts, each desk worker is required to perform a key audit and record all missing keys in the appropriate log at the front desk.

• You are responsible for accurately reporting relevant information from residents to your supervisor.

• Verify the identity of all residents upon entering the residence hall through an officially accepted means prior to granting access to the building or keys.

• Appropriately record the check-out and return of desk equipment and keys.

• Responsible for reporting all policy violations and significant desk issues by contacting the Resident Advisor on-duty

• In case of emergency or relevant residential issue, the desk worker is expected to contact the CA-on-call, Resident Advisor On-Duty or a Professional Staff member immediately.

• Following all emergency protocol as outlined by the University and the Department of Housing and Residence Life.

Attentiveness

• The desk worker on duty will remain alert at all times and their response to someone at the desk will be immediate.

• Use of headphones is prohibited.

• The desk worker will be particularly focused on traffic in and out of the hall and alert to any suspicious or unusual activity.  If any suspicious activities are noted, the incident will be appropriately to the Resident Advisor on-duty or the Residence Hall Coordinator on-call.  If necessary, the desk worker will contact building or on-call staff to intervene.

• Falling asleep on a shift is grounds for probation or dismissal.

• Studying and/or personal reading at the security desk is permitted so long as it does not interfere with job duties.

• Laptop computers are permitted if they do not interfere with job duties.

Desk Appearance

• The desk area will be kept clean and neat at all times.

• The desk area will never be obstructed or cluttered in such a way that it hinders the staff member’s ability to assist students.

• The desk worker will not prop their feet up or sit on the desktop.

• Anyone who is not a fellow desk worker or summer staff member is not allowed behind the front desk at any time

Dress Code

The Saint Louis University Housing and Residence Life dress code policy applies to all desk staff members during their work shifts. 

• Desk Workers are expected to dress in daytime attire unless the day’s tasks require otherwise.

• Clothing should be appropriate for the workplace.

• Clothing and grooming styles dictated by religion or ethnicity are exempt.

• Shoes must be worn at all times

• Sweatpants are permitted if clean and neat, no pajamas, bathrobes, or other sleeping attire will be permitted. If you get called to the desk we still ask that you change before arriving.

• No clothes with inappropriate messages, including but not limited to, obscene language or gestures, sexual innuendos, or the advertising of drug or alcoholic products.  Inappropriate messages are determined at the discretion of the supervisor.

• We ask that as a representative of the department you refrain from wearing apparel from other higher education institutions.

• Special: 

  • For every desk shift, Students are encouraged to wear appropriate SLU attire when possible.

  • For “high traffic” workdays (i.e. SLU 101 check-in/check-out, summer conference check-in days), Desk workers are required to wear SLU attire (i.e anything with a SLU logo on there.

Electronic Devices, Use Of

• Music may be played quietly at the desk as long as the volume is not disruptive to desk operations or residents.

• Televisions are not permitted behind the desk. 

• Headphone/airpod/earbud use is not permitted.

• Laptops are permitted as long as the activity does not interfere with job duties.

• Cell phone usage while working at the front desk should be limited and not interfere with desk responsibilities. Desk workers should refrain from making or accepting phone calls while at the desk, unless it is an emergency. 

• Alternative internet devices such as netbooks and wireless tablets may be used responsibly and appropriately.

Guests at the Desk

• No one besides the desk worker is allowed behind the desk.  Exceptions are only made for trained desk staff members who are temporarily assisting with the function of the desk.

• No one will obstruct the desk worker’s view (e.g., sit on desk).

• A desk worker’s responsibilities will take precedence over a friend’s visit.  No activity will distract him/her from his/her desk duties. This includes working on group projects or homework with others at the desk, watching a show or movie at the desk, or any other group activity. Working a desk shift is not a group activity, but an important security role and support for resources residents may need.

Language at Desk

• Under no circumstances will the use of foul, profane, or abusive language be used or tolerated in the desk area.  The desk worker will immediately confront this behavior and document it appropriately.

Leaving the Desk

• The desk worker will not leave the desk area during their shift, and can be grounds for termination, unless an appropriate substitute is found.

• If a desk worker needs to leave the desk, they must find a fellow staff member to temporarily fill in.

Missed Shifts

• A desk worker who misses a shift for which they are responsible may be sent through the Corrective Counseling process for Student Staff.

• Late arrival will be counted as having missed the entire shift at the point when a substitute for the shift is found.

• Although it does not relieve a desk worker of the responsibility of shift coverage, a desk worker will notify the supervisor if the possibility exists that a shift might be missed (e.g., a worker is home and can’t make it back in time).

• If someone fails to show up or is late for a shift, the desk worker on duty will notify the supervisor through an information report or a formal e-mail.  The desk staff member who has not been replaced will stay on duty until a replacement has been found (e.g., by calling for a substitute).

Musical Instruments, Use Of

• Musical instrument use is not permitted.

Punctuality

• Desk Staff will be at the desk at least 5-10 minutes in advance of a shift to perform assigned duties. If this is not possible due to a conflict with a class schedule or other issue, the desk worker will make prior arrangements. 

Substitution of Work Shifts

• When a desk worker is unable to work a scheduled shift, they will be responsible for finding their own substitute for their desk staff.

• A desk worker who needs a shift covered will remove their name from the desk schedule and alert the Desk Manager and fellow desk workers that the shift has become available. 

• Unless it is an emergency, all substitutions should take place at least 48 hours in advance of the scheduled shift. 

Telephone Use and Answering

• Desk Staff will courteously answer the phone.  A possible greeting: “Good evening/morning/afternoon, _____ Hall, this is _____ speaking.  How may I help you?”

• Placing or accepting personal calls at the desk is restricted; extenuations may be applied at the discretion of the supervisor.

• The desk phone may be used to call other desk workers for work-related problems/concerns.

• Only the desk worker is allowed to use the desk phone.  Telephone lines must be kept open as much as possible.  The desk worker will refer non-desk workers to use the house/lobby phone located nearby.

• The house phone will not be used for personal incoming calls.