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What it is
Day Minus One is the day before the centre opens, and your first day on campus.
Day Zero, or Turnover Day is the day all the students leave and are replaced that evening by an entirely new group.
Day One includes student testing and placement, student inductions, group leader meetings and the Welcome Party.
Why it is important
Each group of students typically studies with us for a two-week period. At the end of their stay, they check out in the morning (9:00am), and the rooms get cleaned and prepared for the new arrivals that evening. With some centres of almost 500 students, Turnover Days can be a monumental task that require exceptional planning and orchestration, and a full commitment from the entire team.
As a Tour Guide you will be mostly responsible for airport arrivals, however you may be asked to support the Campus Team with duties in the residence or touring the campus.
Day Zero - The Student journey - On campus
If you are tasked with any on-campus duties on Day Zero you will take a role in the below student journey.
Stage 1: Students greeted at coach drop-off point
Stage 2: Students escorted to a luggage storage area
Stage 3: Students are shown the nearest toilets, and given 10 minutes to rest in the waiting area
Stage 4: Students are given a guided tour of the campus
Stage 5: Students are allocated their room keys and ID badges, and given a short briefing on key usage and basic rules
Stage 5: Students collect their packed meals (from 6pm onwards*) and luggage
Stage 6: Students get access to their rooms and begin their free evening time
*Packed meals are available from 6pm, so students who arrive earlier will check-in to their rooms first, then collect meals later
Day Zero - On-campus tasks
Throughout the day, your Campus Coordinator will assign you tasks from the below list. It is important to remember that Day Zero is the students' and group leaders' first impression of your centre. You must ensure that your tasks are completed to a high standard, and that you are presentable, in uniform, and energetic and enthusiastic throughout the day.
Keep in regular contact with your Campus Leader, and should you ever find yourself without a task, or you finish a task early, report straight back to you coordinator to see if there is anything you can do to help.
The task list can vary by centre, but will typically include the following:
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Room checks: These must be completed before are given access to their rooms. You'll be given a checklist to work through for each room to check things like cleanliness and maintenance. Report any problems to your coordinator.
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ID & Lanyard preparation: You'll need to print, sort and create the student ID badges according to their arrival times. Group Leader ID badges should be separated alongside the students' ID, and all get attached to a lanyard. You'll work on this stage and the next stage together.
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Key allocation: Keys for the residence will need organising after the previous group's departure, then assigned to each student ID. Best practice is to tape the lanyard/ID badge to the room key envelope. Depending on the centre, you'll also need to ensure Wi-Fi network codes are provided with the keys.
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Check-in desk: Keys and lanyards are then moved to the check-in desk. Working here you will orchestrate how and when the students check-in, liaise with the group leaders on timings, and hand out key allocations when the time is right. You'll also give a quick set of instructions for key usage, rules, fire safety etc.
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Meet and Greet: You'll get advanced warning of their arrival, so you don't need to stand on the street all day, but you will need to be ready and waiting when the coach pulls up. The students will have been travelling all day, so big smiles, friendly faces and a helpful welcoming attitude is essential.
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Campus Tour: This will vary by centre, but you should provide an orientation tour of the campus for the students and group leaders. Make sure the students have stored their luggage, then show them all the key areas of the campus - the welfare office, canteen, classrooms, and any other important areas of the campus.
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Student room support: After the students get given their keys and packed meals they will need to be escorted to the residence. You'll likely need to spend some time at the residence ensuring all the students are in their rooms. This is the time you'll find out if there are any problems such as faulty keycards, incomplete room checks or errors in room allocation. Keep in touch with your coordinator to get any issues resolved quickly.
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Day Zero - Airport tasks
You must be at the airport 30 minutes before the landing time of the first group of the day. Your manager will give you a travel card or train tickets for your journey.
Step 1: Speak to the Coach Marshal (not all airports have one) about your need for an upcoming coach pickup space. You'll also need to visit the coach pickup area and note down a pickup bay you want to use.
Step 2: Contact the coach driver to confirm they are ready for pickup.
Step 3: Check flight times and details, then wait at the arrivals gate.
Step 4: Greet the students with enthusiasm and excitement, and introduce yourself to the students and the group leaders.
Step 5: allow for the students and group leaders to use the restroom or fill water bottles etc.
Step 6: escort the group to the coach pickup area and alert the coach marshal and coach driver that you are ready to board.
Step 7: confirm the drop-off details with the coach driver
Step 8: Hand the group leader their welcome pack and explain that someone will meet them when they arrive on campus.
Step 9: remain at the airport until your last allocated group, then return on the coach with your final group.
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