As we continue to work together on Concierge shifts, I wanted to take a moment to go over some important expectations and reminders that will help keep things running smoothly for everyone. 🙂

Punctuality:

When you're scheduled for a Concierge shift, it’s essential to be at your desk and ready to go by 9am sharp. Our team relies on everyone being available at their scheduled times, so please ensure you're ready to assist both colleagues and customers right on time. If you happen to be running late, please let us know as soon as possible. A quick teams message letting us know if you're delayed (e.g., by public transport) will help us update the roster.

Also, please take care of personal tasks like grabbing coffee or breakfast before your shift begins. Being at your desk and logged into your assigned channel at the scheduled time is critical. If you're delayed, message either myself or Jim ASAP – and if we’re not responsive, please reach out to Beth.

Presentation:

For Concierge shifts, please remember to wear your RMIT shirt or hoodie. If you don’t have one, make sure to see Jim at the start of your next shift to grab one. We want to maintain a professional and unified appearance when providing face-to-face services. While casual attire is fine for other desk tasks, it’s important to represent RMIT well when in front of customers.

Additionally, please avoid using your phone while at the Concierge desk. If you need to step away for a phone call, a break, or to grab water, please let a full-timer or Jim know before you leave your post!

Work Expectations:

During a Concierge shift, we expect you to be productive during any idle time. This includes going through domestic Webform inquiries and replying to emails in your Outlook staff folder. If you’re finished with those tasks, please reach out to me so I can find something else for you to do!

If the desk gets busy with a crowd, there’s no need to log every interaction in Salesforce immediately. It’s more important to move through the crowd and assist as needed. You can log the interactions later, just ensure all interactions are logged by the end of the day. If you’re helping people with directions or directing them to Connect, jot down a quick note of how many you assisted and log the details when things quiet down.

Lastly, if you're unsure whether a student should be directed to the Study@ queue or another department, feel free to ask for guidance. You can check in with a full-timer at the desk, Jim, or ask in the Study@ group chat.

Thanks so much for your attention to these details and for your continued hard work! We all depend on each other to keep things running smoothly, and I appreciate your commitment to the team.

If you have any questions, don’t hesitate to reach out!