Podcast
Questions and Answers
What should you do if you hear noise coming from a unit of complaint after 11 pm?
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.
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?
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 ______.
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:
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?
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.
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?
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?"
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:
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)
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.
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)?
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.
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:
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.
