Welcome to NVT Staffing Welcome to NVT Staffing’s concierge program. NVT Staffing is a leader in the industry providing top-notch concierge support on temporary, temp-to-hire and direct hire basis. NVT was founded in 1990. We not only dominate the market place, but are continually growing. Our clientele expect nothing but the best from NVT and we expect the same from our employees. The following document outlines the basics of our concierge program. The success of our program inherently depends on NVT’s strict adherence to the guidelines. Not following NVT’s rules and regulations is grounds for immediate dismissal. If you have any questions regarding the information in this packet, please speak to an NVT representative during your interview. Working as a Concierge through NVT: NVT Standards: NVT personnel are expected to provide exceptional customer service to residents, prospects, and property staff. Our standards not only create an impression, but also a forthcoming expectation. NVT uses the motto “Smile Like you Mean It”. We understand it may be tough to always be upbeat and pleasant, but it is a major requirement for this position. You must leave your personal problems at home. Your attitude on a daily basis is what separates the amateurs from the PROFESSIONALS! NVT STAFFING’S HOURS OF OPERATION NVT Staffing’s Property Management division is open Monday – Friday, 7am-5:30pm. All questions or concerns should be addressed with your recruiter during normal business hours. NVT does have an afterhour’s emergency line, however, unless in extreme emergencies, this line is for client use only. Missing Work/Punctuality: NVT and our clients rely on you to arrive on-time to every shift that you agree to work. Calling out of an assignment within 24 hours notice, or not reporting to an assignment is unacceptable and will not be tolerated. Doing so is grounds for immediate dismissal from NVT. Plan accordingly if taking public transportation. Metro is not always reliable. In the unforeseen event you are late, or think you might be late, you MUST CONTACT NVT immediately. Punctuality is one of the most important, if not the most important, regulations that we abide by. Concierge work is shift work; therefore, other people rely on you to relieve them, so it is imperative that you arrive when you are expected. Many property management personnel rely on public transportation to commute to and from work. Arriving late to a shift may cause someone to miss the last train and have to pay for a cab ride home. NVT Staffing has a 3 strike policy. This policy is strictly enforced across the board to help protect our employees, our clients, as well as NVT’s program. How our “three strike” works: Strike 1: Verbal warning; NVT notes the infraction in our database Strike 2: One week suspension from the property management program; NVT notes the infraction in our database Strike 3: Discharged from the property management program. NVT notes the infraction in our database NVT TEXTING AND CLIENT EMERGENCY CONTACT NUMBER: 703-731-9721 NVT provides Concierge/Leasing and Management services to several of the leading property management companies in the Wash/Metro area. Concierge positions are frequently called into NVT with very little notice. Most Concierge positions are Metro accessible and frequently consist of weekend and evening shifts.
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Welcome to NVT Staffing
Welcome to NVT Staffing’s concierge program. NVT Staffing is a leader in the industry providing top-notch concierge support on
temporary, temp-to-hire and direct hire basis. NVT was founded in 1990. We not only dominate the market place, but are continually
growing. Our clientele expect nothing but the best from NVT and we expect the same from our employees.
The following document outlines the basics of our concierge program. The success of our program inherently depends on NVT’s strict
adherence to the guidelines. Not following NVT’s rules and regulations is grounds for immediate dismissal. If you have any questions
regarding the information in this packet, please speak to an NVT representative during your interview.
Working as a Concierge through NVT:
NVT Standards: NVT personnel are expected to provide exceptional customer service to residents, prospects, and property staff.
Our standards not only create an impression, but also a forthcoming expectation.
NVT uses the motto “Smile Like you Mean It”. We understand it may be tough to always be upbeat and pleasant, but it is a major
requirement for this position. You must leave your personal problems at home. Your attitude on a daily basis is what separates the
amateurs from the PROFESSIONALS!
NVT STAFFING’S HOURS OF OPERATION
NVT Staffing’s Property Management division is open Monday – Friday, 7am-5:30pm. All questions or concerns should be addressed
with your recruiter during normal business hours. NVT does have an afterhour’s emergency line, however, unless in extreme
emergencies, this line is for client use only.
Missing Work/Punctuality: NVT and our clients rely on you to arrive on-time to every shift that you agree to work. Calling out of
an assignment within 24 hours notice, or not reporting to an assignment is unacceptable and will not be tolerated. Doing so is grounds
for immediate dismissal from NVT. Plan accordingly if taking public transportation. Metro is not always reliable. In the unforeseen
event you are late, or think you might be late, you MUST CONTACT NVT immediately.
Punctuality is one of the most important, if not the most important, regulations that we abide by. Concierge work is shift work; therefore,
other people rely on you to relieve them, so it is imperative that you arrive when you are expected. Many property management
personnel rely on public transportation to commute to and from work. Arriving late to a shift may cause someone to miss the last train
and have to pay for a cab ride home.
NVT Staffing has a 3 strike policy. This policy is strictly enforced across the board to help protect our employees, our clients, as well as
NVT’s program.
How our “three strike” works:
Strike 1: Verbal warning; NVT notes the infraction in our database
Strike 2: One week suspension from the property management program; NVT notes the infraction in our database
Strike 3: Discharged from the property management program. NVT notes the infraction in our database
NVT TEXTING AND CLIENT EMERGENCY CONTACT NUMBER: 703-731-9721
NVT provides Concierge/Leasing and Management services to several of the leading property management companies in the
Wash/Metro area. Concierge positions are frequently called into NVT with very little notice. Most Concierge positions are Metro
accessible and frequently consist of weekend and evening shifts.
Text Message Notification
Because of the frequency of last minute requests, NVT needs to reach a large group of candidates quickly and efficiently. To minimize
response time, NVT uses text messaging to contact candidates for open positions. Therefore, in order to be contacted for weekend
shifts, you must be able to receive text messages.
This is an example of a text message that you will receive: Can you work from 11pm-7am at Archstone Crystal House? If not,
please DO NOT respond. Thanks NVT
*When responding to a text message, please remember that NVT works primarily on a first response basis. The first
candidate that responds by text will be assigned to the location. If you are unable to work an assignment, please DO
NOT respond to the message.
If, at any time, you would like to be removed from the weekend and after hours contact list, please text message NVT with
“REMOVE”.
MASS CALL NOTIFICAION
NVT also utilizes a mass telephone messaging system to notify our registered Concierge of open positions. You will receive a phone
call from NVT Staffing with a recorded message notifying you of the time and location of an opening. Please listen to the entire message
for instructions on responding to an opening. If you respond to a message and you do not hear back from NVT, please consider the
position filled. If you miss the mass notification call, please disregard the message and do not respond, unless otherwise directed.
Please note that we do not utilize the mass call system for just for job openings. We also use this system to broadcast general
announcements as well, such as “today the office will be closing early, please be sure to update your availability weekly, etc.” You must
listen to the entire message and do what the prompts tell you to do. Please do not CALL the office in response to the mass call
notification.
NVT ID BADGE: All NVT employees must wear an NVT Staffing ID badge while on assignment. The badge must be visible at all
times. If you are reported to NVT for not wearing your badge, you will be removed from our program. The badge is required by NVT
clientele for security purposes. If your badge is lost or stolen, please contact NVT immediately.
The ID badge doubles as a checklist. We require you to utilize the checklist at the end of every assignment. The checklist will
ensure that you complete all tasks before you leave the property. The proper way of using your ID card is to hand it to the person that is
relieving you and have them ask you the questions listed on the back of the card. This will help alleviate a lot of common problems.
*******NVT TRAINING GUIDELINES******* Anytime that you work at a property for the first time, you are required to report in promptly one (1) hour before the start of your
assignment for training. The pay for training is $9/hr. This paid training will only occur the first time that you work at a property. For
all other shifts, it is still required that you report in 15 minutes prior to the start of your shift to check in. If you have been to a property
before and you submit training time, your timecard will be rejected and you will not be paid.
In order to be paid for your training, you will need to submit a separate timecard for your training hour. The time card must be submitted
NVT concierge employees are REQUIRED to log into the employee portal to complete the concierge checklist for every job assignment.
The checklist is stored on NVT’s server and emailed to the property manager at the end of the shift. (NVT is aware that you will not be
able to gain access to your employee portal at several Equity Residential properties. For these properties, you are not required to
complete the online Check off Sheet.)
The check list must be completed prior to leaving the property. Please ensure you complete the checklist thoroughly. Many properties already require a shift log in a similar format, so feel free to copy and paste your shift log into the “Shift Notes” section, located at the bottom of the page.
********TIME CARD PROCEDURES******** DUE TO CLIENT REQUEST: NVT WILL NO LONGER CONTACT OUR CLIENTELE REGARDING UNSIGNED TIMECARDS. THIS IS
YOUR RESPONSIBILITY AND YOU WILL NOT BE PAID FOR THE ASSIGNMENT UNTIL A SIGNED TIMECARD IS SUBMITTED TO
NVT STAFFING.
Timecards are available on NVT’s website as well as in your web portal. Visit www.nvtstaffing.com and click on the NVT Electronic
Time Card link located on the bottom left of the Home page. They are also available on the bottom left hand corner of the main website.
Enter your information. (Be sure that you enter all of your information correctly. If you submit your time card and realize that you have
made a mistake, please make that sure you delete that time card and submit a new one. NVT will NOT process incorrect or inaccurate
time cards regardless of client approval. It is imperative that you fill out each time card correctly.
First Name/Last Name: You MUST enter your LEGAL name. Do not enter nicknames.
Lunch: Concierge shifts generally do not include a lunch. Do not input hours for lunch unless instructed by NVT.
Week Ending Date: NVT’s work week runs Monday – Sunday and payroll is processed weekly. When submitting a time card you must
select the correct week ending date. For example if you work on Monday you will need to select the following Sunday as the week
ending date. Failure to enter the correct week ending date may result in a delay of your paycheck.
Company Name:
Ex:
BOZZUTO – The Ellington
EQUITY – 425 Mass Apartments
UDR – View 14 Apartments
You MUST include the name of the management company followed by the name of the actual community in which you are working. If
this format is not followed, your time card will NOT be processed for payment regardless of client approval.
Supervisor: This is the person designated at the property to sign off on NVT Staffing time cards. Please locate this information on the
NVT Staffing Reference Guide. This person is usually the Property Manager or the Lead Concierge. You may edit this information at
anytime through the “Time Card Status” portal.
Telephone Number: Enter the phone number for the community you are working.
Time Card Status: To view the status of your time card, click on the link located on the bottom left of NVT’s Home Page. Enter your
last name and the last four digits of your social security number. This is where you will be able to view, edit, and delete pending time
cards.
Pending Time Cards – It is your responsibility to get your time card approved. If you receive an email or realize your time card has not
been approved you MUST follow up with the person you submitted it to. Contact the property and politely ask them if they have received
your time card and sign off on it.
If your time card is still pending after you have followed up with the client, please contact NVT.
NVT has recently observed a large number of pending time cards not being approved on
time. We want to stress to everyone that it is YOUR responsibility to submit a proper time
card(s) for the shifts you work.
TIME CARDS MUST BE APPROVED NO LATER THAN TUESDAY MORNING @
9:00 AM.
Please follow the following process when dealing with pending time cards.
1. Submit your time card IMEDIATELY. If you work an assignment it is a good habit to submit
your time card prior to leaving the property. If you work the same location for multiple days you would simply wait until the completion of your schedule to submit your time card for that week.
2. TIME CARD STATUS – You can monitor the status of your time card by visiting the following link ---- > http://nvtstaffing.com/?module=time_card_status.
3. If you notice your time card is STILL PENDING on Monday, you then must contact the client site directly and follow up. If the person responsible for approving time cards is not in that day, please contact NVT immediately.
4. Wait until 4:30pm and check your time card status one more time. 5. If you see your time card is still pending after you have followed the aforementioned
process you MUST contact NVT prior to the Tuesday deadline. NVT will then make the determination of whether to approve or reject your time card.
22) If a concierge opens the main door to a building for any person(s) who does not have a key card, it is the concierge’s
responsibility to check the person into the building.
A) True
B) False
23) Package room: Concierge are held responsible for all packages that are delivered on their shift.
A) True
B) False
24) If for any reason you are running late for a shift or cannot take a shift, it is mandatory that you VERBALLY speak to NVT
to ensure we have received the notification. Text messaging/emailing is not acceptable.
A) True
B) False
25) Upon completion of an assignment, your time card must be completed and sent to the designated timecard recipient of
the property. This can be located on NVT’s Reference Guide.
A) True
B) False
26) NVT Concierge Text Updates: If you do not respond to our concierge list updates, NVT is legally responsible for removing
you from our list.
A) True
B) False
27) Calling out of an assignment for medical emergencies (including friends or family) requires medial documentation.
A) True
B) False
28) Please list the 3 steps to NVT’s “3 Strike Policy”:
1) _________________________
2) _________________________
3) _________________________ 29) If you would like to be removed from NVT Staffing’s program, what should you text to the afterhours line? ____________ 30) If you are working a 3pm – 11pm shift, and you have not been to property before, what time should you arrive?________ 31) If you are working a 7am to 3pm and you have been to the property before, what time should arrive? _________________ 32) To ensure that you complete all checkout procedures, what should you do at the end of your shift?
Use the following information to complete questions 33-36: Property Name: UDR View 14 Assistant Property Manager: Martin Grace Leasing Agent: Larry Crowe Resident’s Name: Bob Sinzdak Apartment Number: 205 Resident Contact Number: 703-115-8898 Problem: Elevator Broken 33) Please write out exactly how you would answer the phone at this property.
_______________________________________________________________________________________________________ 34) A Resident is reporting a problem and the Assistant Property Manager is the only person that can take the call. Please write out how you approach the APM and what information you should ask the APM before proceeding?
_______________________________________________________________________________________________________ 35) A Resident has a question about a lease renewal. Please write out your response to the resident and also what you will say to the leasing agent.
By signing this form, you acknowledge that you have reviewed the NVT Staffing Concierge Registration packet and you agree to abide by the requirements set forth by NVT Staffing, Inc.
PRINT (CLEARLY) If we cannot read your writing, we will not enter you into the system.
First Name: ___________________________________ Middle Initial: ______ Last name: ____________________________________ Signature: _____________________________________ Date of Birth: __________________________________ Cell Phone #: __________________________________
*FOR USE BY NVT STAFFING ONLY – DO NOT MARK 02-04.15
□ BACKGROUND CHECK COMPLETE
□ ONLINE DATABASE
□ INPUTTED INTO PHONE Concierge Leasing Maintenance