Questions and Answers
What should you do if you hear noise coming from a unit of complaint after 11 pm?
Last minute call outs are acceptable as long as you inform your supervisor.
False
What are the six questions to include in a complete DAR report?
WHO, WHAT, WHEN, WHERE, WHY, HOW
If you encounter a fire in the building, you should quickly investigate if there is an actual ______.
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Match the following uniform requirements with their descriptions:
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If a resident asks to see camera footage, what is the appropriate response?
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You can provide a resident's personal information, including their name and unit number, to family members or friends who call.
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What is the first step you should take when receiving a marijuana smell complaint?
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When answering the front desk phone, you should begin by saying, "Thank you for calling _______, this is _________ speaking, how may I assist you today?"
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Match the following situations with the appropriate course of action:
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What steps should you take when investigating a noise complaint after 11pm? (Select all that apply)
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When leaving your desk for any reason, it is acceptable to leave the monitors on and forget to put up the 'Do Not Disturb' sign.
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What are the six questions you should answer when writing a complete Duty Activity Report (DAR)?
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In the case of a fire, you should quickly investigate if there is an actual fire, even if the ____ do not go off.
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Match the following actions to their corresponding situations:
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Study Notes
Emergency Procedures
- In the event of a leak, follow specific emergency steps to address the situation effectively.
- If relief does not arrive for your shift, notify the on-site concierge or contact the account manager for assistance.
- Never show residents camera footage; access must be requested through Property Managers.
Shift Guidelines and Communication
- When encountering an emergency before your shift start, communicate with the on-site concierge or manage coverage through the account manager.
- Answer phone calls at the front desk with: "Thank you for calling _______ this is _________ speaking, how may I assist you today?"
Privacy and Personal Information
- Under no circumstances is it permissible to give out a resident's personal information to anyone, including family or friends.
- For package distribution, verify the recipient's identity before handing over items.
Complaints Handling
- For marijuana smell complaints: empathize with the resident, investigate the source, and document findings in Daily Activity Reports (DAR).
- In noise complaint situations: empathize, investigate noise sources, encourage residents to lower volume, and carefully document all actions and communications in the DAR.
Desk Procedures
- Before leaving the concierge desk for any reason: lock monitors, post a sign indicating absence, secure package rooms, and log the departure time.
- Being out of uniform includes not wearing the required black or navy suit, sneakers, boots, or failing to wear a tie (for men).
Reporting and Documentation
- When writing in the DAR, aim to answer: WHO, WHAT, WHEN, WHERE, WHY, HOW for a comprehensive report.
- In case of a fire: investigate potential fires, call the fire department, evacuate the building, and document actions in the DAR.
Attendance and Coverage Policies
- Last minute call outs are unacceptable without valid emergency proof; such actions may lead to a write-up or suspension.
- Acceptable reasons for leaving a post should be clearly defined and understood.
Emergency Procedures
- In the event of a leak, follow specific emergency steps to address the situation effectively.
- If relief does not arrive for your shift, notify the on-site concierge or contact the account manager for assistance.
- Never show residents camera footage; access must be requested through Property Managers.
Shift Guidelines and Communication
- When encountering an emergency before your shift start, communicate with the on-site concierge or manage coverage through the account manager.
- Answer phone calls at the front desk with: "Thank you for calling _______ this is _________ speaking, how may I assist you today?"
Privacy and Personal Information
- Under no circumstances is it permissible to give out a resident's personal information to anyone, including family or friends.
- For package distribution, verify the recipient's identity before handing over items.
Complaints Handling
- For marijuana smell complaints: empathize with the resident, investigate the source, and document findings in Daily Activity Reports (DAR).
- In noise complaint situations: empathize, investigate noise sources, encourage residents to lower volume, and carefully document all actions and communications in the DAR.
Desk Procedures
- Before leaving the concierge desk for any reason: lock monitors, post a sign indicating absence, secure package rooms, and log the departure time.
- Being out of uniform includes not wearing the required black or navy suit, sneakers, boots, or failing to wear a tie (for men).
Reporting and Documentation
- When writing in the DAR, aim to answer: WHO, WHAT, WHEN, WHERE, WHY, HOW for a comprehensive report.
- In case of a fire: investigate potential fires, call the fire department, evacuate the building, and document actions in the DAR.
Attendance and Coverage Policies
- Last minute call outs are unacceptable without valid emergency proof; such actions may lead to a write-up or suspension.
- Acceptable reasons for leaving a post should be clearly defined and understood.
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Description
A training quiz for Maverick Concierge employees, covering emergency procedures and resident interactions, including responding to leaks and requesting camera footage.
