Working at and Managing a Reception Desk in an International Office Linda Maria Alvarado Angel Yating Yang Overview вЂў Approx. 32 full-time staff on two floors вЂў ISSS (including academic advising), Ed Abroad, Admissions, China, GSEP вЂў Passport acceptance office вЂў Two different appointment making systems вЂў More than 600 guests per month (1 guest every 15 min, not including phone calls) Major Responsibilities вЂў Triage: find out what the student or guest REALLY needs вЂў Make appointments вЂў Notify advisors when students arrive вЂў Mail вЂў Assist students with forms вЂў Answer main phone line and generally answer first-level questions вЂў Cash handling Common Difficulties вЂў Triage: find out what the student or guest REALLY needs -- Student doesnвЂ™t know what they really need вЂў Making appointments -- Becoming familiar with advisor calendars вЂў Notify advisors -- Learning which advisors respond to which methods of communication вЂў Mail -- names and keeping files accurate вЂў Assist students with forms -- there are SO MANY forms!! вЂў Answer main phone line and generally answer first-level questions -- language, cell phone connections, different advisors want calls handled differently, two phones work differently Who Can Do This Job? вЂў WHAT I LOOK FORвЂ¦ - International or study abroad students - Advisor recommendations - Personal engagement with others (especially of different backgrounds) - Can work more than 1 semester вЂў WHAT I SHY AWAY FROMвЂ¦ - Have another job already - Cannot work at least 12 hrs per week (but will not schedule for more than 25) - Very general answers: вЂњIвЂ™ve always been interested in other cultures.вЂќ Student Worker Profile вЂў Academic Year 2012-13 and 2013-14 13 total staff - 6 study abroad, 6 international - countries: Brazil, Israel, Costa Rica, England, Japan, China, Mexico, Malaysia, Pakistan вЂў Personal Engagement - international high school - member of NAU iClub - amusement park - lived in various places - tutored - multi-cultural background - worked with general public in some capacity Initial Training a.k.a. вЂњBootcampвЂќ вЂў 1 full day before Fall semester вЂў Overview plus 15-min presentation from all units вЂў Hands-on practice with cash handling, photos, mail sorting вЂў Special ISSS presentation вЂў ISSS live scenarios Continued Training вЂў 2 full-staff meetings per semester вЂў Informational presentation вЂ“ Ed Abroad info session вЂ“ FERPA вЂ“ Sunapsis вЂ“ Passport intensive вЂў Quiz вЂў General announcements вЂў Olympics! - mail sorting - open the mailbox - lock and unlock the doors/drawers - matching (staff and their jobs, countries) Communication вЂў вЂў вЂў вЂў вЂў вЂў вЂў Post вЂњStaff out of the OfficeвЂќ list Post 2 вЂ“ 3 notes about timely topics Helpful Hint of the Week Weekly task sign-off Standardization вЂ“ maps Bi-annual evaluations Reduce clutter!!! вЂ“ Keep only essentials visible вЂў вЂў вЂў вЂў Ed Abroad Advisors & countries Passport info ISSS walk-in schedule Well-used phone numbers First Impressions вЂў Worked in a restaurant in China and at an amusement park in USA -- CIE was first office job вЂў Friendly environment between other staff and students MAJOR DIFFERENCES вЂў Dress code-More Professional вЂў Daily tasks-Involves more translation and detail вЂў Computer and office equipment-Microsoft Lync; Outlook Calendar to make appointments for advisors; Fedex вЂў Office language-More formal, different from most of previous job вЂў Organization-Office supply; Front Desk Maps, Task Sign-off sheets What Built Confidence? вЂў Personally introduced to all full-time staff on first day вЂў Everyone (other student and full-time staff) are open for questions вЂў Learned examples of simple gestures and words to communicate with diverse people вЂў Clear instruction of daily tasks вЂў Again, friendly environment within the office! Continued Challenges вЂў Always different questions from guests вЂў Attention to detail (personal goal) вЂў Different notification methods for advisors вЂў Constant updates from each department вЂў Sometimes difficult to follow specific front desk rules (Eating at the front) Take-вЂњOfficeвЂќ Message вЂў FROM THE MANAGER - Repeat, repeat, repeat (patience) - Make it fun, fun, fun вЂў FROM THE WORKER -Passion! -Patience Thank You! Any Questions?