Working For Summer Conference Programs
Tips for R.A.s

By Ryan Morgan,
Assistant Manager for Housing Operations
Penn State University

Topic areas in this article

1. Your role as a resident assistant for conference programs.
2. The purpose of hosting conferences.
3. Who are conference guests?
4. How are conferences organized and planned?
5. Your preparation and "The Welcome."
6. Delivering Customer Service.
7. Enforcing policies and rules as a host.
8. Some positives and negatives of the summer conference RA. experience.
9. "From Irked to Perked"
10. Ways of Listening.
11. Want to learn more?

Your role as a resident assistant for conference programs
Staff members reside in buildings occupied by guests of the institution in order to:

• Ensure the safety and security of the building and its occupants and enforce the policies and rules set forth by the institution for guests
• Represent the institution and serve as a resource to guests by providing information and assistance as needed; act as a referral agent
• Provide for an environment that enhances and augments the educational and outreach goals of the institution and its guests

The purpose of hosting conferences

• To provide additional revenue for housing and other auxiliary operations to better meet the needs of students
• To provide year-round employment for those who might otherwise be laid off, including housing and food service staff, and student employees
• To allow potential students and other decision-makers exposure to the campus and its community
• To serve as an outreach for members of the community and for the public at large to make use of the facilities and resources of the institution

Who are conference guests?

Conferences often host:

• Professional associations
• Training programs/professional development opportunities
• Sports Camps
• High school enrichment opportunities
• Competitions, science fairs, sports tournaments
• Charity events
• Outreach programs

As you can imagine, conferences are opportunities for diverse groups of people, including: adult professionals and academics, high school students and athletes, special needs and special interest groups, as well as students and alumni of your institution.

Conference guests lengths of stay can vary from one night to one week, and sometimes can be as long as ten weeks. This length of stay influences each group's expectations. Whereas a residence hall student is regarded as a community member, a conference attendee is a guest and has different needs. A guest has expectations that certain services will be provided and are easily obtainable.

How are conferences organized and planned?
Conferences are handled differently depending on an organization's needs and resources. A simplified flow chart is presented below. Each box could be an individual, office, or department and they could be identified by different names. The important idea is that it takes a number of people with various campus responsibilities working together to host a conference.

Your supervisor should familiarize you with the organizational process at your institution. Understanding how conferences "come to be" will allow you to answer questions and refer individuals more effectively.

Your preparation and "The Welcome"
There are a number of things you can do to prepare yourself and your area of responsibility before your guests arrives. Many of the items and practices may be the responsibility of other individuals or departments at your institution, but make sure you know how they work and what is available. For example, your supervisor should provide you with ideas and resources to create bulletin board materials and most guestrooms will have information sheets provided by housekeeping.

Remember what it was like when you first arrived and ask yourself what you would want to know if you were only staying three nights or a week

• Provide the location of courtesy phones, instructions for phone service, emergency and helpful phone numbers
• Provide information about the services provided, such as the hours and services of the front desk, campus maps, parking,

Look around and see the residence hall like it were the first time

• Explain the use of security systems and emergency procedures, including exits
• Provide directional signs for hard-to-negotiate corridors and pathways
• * Provide information about the facilities and accomodations such as, ousekeeping services, heating and air, long distance, television, bathroom facilities, laundry, etc.

Know the location of supplies, including extra toilet paper, extra blankets, cleaning supplies, or know who can provide them.

Make sure that rooms are provided with emergency instructions, phone instructions, helpful phone numbers, and information about the services and facilities available.

Welcome each conference to your institution and your residence hall

• Information should be provided to you so that you can post welcome signs and be available to meet and greet guests at check-in. Most conferences have narrow check-in times of 2-4 hours, be available at the entrance if possible.

Delivering Customer Service
How do you define great customer service? It's hard to define, but great customer service is easy if you are knowledgeable of your subject matter and you can be sincere and empathetic with your customer. But it does take effort, and here are some skills and ideas that you can use to represent your institution well.

• Smile! Not just with your face, but with your voice as well. Be positive and sincere!
• Treat every question or complaint as an opportunity
• Use their name and personalize what may be an impersonal institution
• Keep in mind that you may be asked the same questions a hundred times. Such as "Where is Smith Hall?" Remember that each customer deserves a thorough answer in a positive way. And find ways to answer questions before they are asked.
• Never say "I don't know" without following with "But I can find out!" Follow through with your opportunities for learning experiences and make sure your guests are satisfied with the results.
• When faced with difficult problems or upset guests:
  • Be empathetic - rephrase their complaint in an understanding way
  • Use their name, and explain who you are
  • Put yourself in your customer's shoes, and remember that they may have had an unpleasant experience traveling or checking in
  • If necessary, move the confrontation to a more comfortable location away from distractions and other guests
  • Don't interrupt! Assess their needs and the current situation - find out what will satisfy the guest, but don't assume. Interrupting implies you know what they are thinking.
  • Don't argue their points. Use your problem-solving skills to help you match their expectations with what is available to meet their needs
  • Communicate what you're doing to help them and make them as comfortable as possible until you can resolve the situation
  • Know when to quit, and find a supervisor and explain. Don't make the customer repeat the situation.
  • Exhausted all options? Maybe you can't meet their needs, but explain why. Offer alternatives that may make their stay more satisfying. Remember that some procedural background may help you to explain and offer understanding.

Enforcing policies and rules as a host One of your primary duties will be to help provide a safe and secure living environment, as well as maintain a hospitable living environment for all guests. Confronting guests and educating them of the rules and policies may be difficult, but is necessary. This will include responding to infractions of policies and rules of your institution, such as security, excessive noise, smoking, etc. And just like a student-occupied residence hall, it may be necessary to report illegal activity, like vandalism, theft, violence, harassment, etc.

If the individual does not comply, use your best judgement based on the situation. You may contact your supervisor, refer them to the conference organizers, or the police.

Positives and negatives of the summer conference RA experience

• Meeting new and different people as different groups check in
• Less conflict resolution and counseling, more customer service
• Less vandalism and destruction
• Free room and board
• Often get duty for pay
• Campus is quiet and peaceful
• Residents may not be own age, less socializing
• Sports camps can be boring to host
• May have to stay in another building to be on duty
• Some services on campus may not be available due to summer breaks

"From Irked to Perked": Tips for Diffusing Anger
Basic Customer Service

Tip #1: Use Their Name

• Makes a big organization seem small.
• Shows respect which helps diffuse anger.

Tip #2: Make Your Voice Smile

• Erase the last situation from your mind. Take a deep breath!
• Say hello, introduce yourself, ask how you can help.

Tip #3: Don't Interrupt

• You may be making assumptions that could be dangerous.
• It will only escalate the anger.

Tip #4: Give Some Procedural Background

• Acknowledge the problem.
• Ask if you can explain the background.
• Acknowledge that it may not change the problem, but now there is understanding

Basic Communication Skills

Tip #5: Have Self-Awareness

• Know what assumptions, interpretations, and experiences you bring to the conversation

Tip #6: Listen

• Listen attentively and with empathy; with the intent to understand.
• Practice non-defensive listening.

Knowledge of Self

Tip #7: Let Things Go

• Don't try to argue each point.
• "Always say less than you think."

Tip #8: Listen to Your Gut

• Know when to quit.
• Know when to pass the customer on to someone else.

Ways of Listening

Defensive vs. Non-Defensive
Listening and not hearing others	Listening and hearing others
1. List your rebuttals	1. List others' points
2. Defend your position	2. Hear others' feelings
3. Use logic on others' feelings	3. Name the feelings you hear
4. Challenge others' views	4. Accept others' views
5. Evaluate others by your opinions	5. Disclose your opinions
6. Assume you know what they mean	6. Give and receive feedback
7. Overcome objections	7. Respect differences
8. Push for agreement	8. Respect similarities
9. Strive to win	9. Focus on mutual gain
10. Make your points now to build your track record	10. Build relationships to create mutual benefits over time

Sources

Gross, T. Scott. (1991). Positively Outrageous Service. New York: Mastermedia.

Nilson, Carolyn. (1990). Training for Non-Trainers. New York: Amacom.

Wells, T. (1980). Keeping your cool under fire. New York: McGraw Hill.

About the Author

As a student manager for Penn State University's Conference Services for four years, Ryan Morgan was responsible for coordinating customer service issues for the conference staff. After graduating with a B.S. in management and organizations in 1997, he served as customer service coordinator for Hyperion Communications in Harrisburg, PA. Currently an assistant manager for housing operations at Penn State, he is glad to return to his alma mater and enjoys the challenge of providing customer service in the higher education arena.

Special thanks to Annette Katsaros, Assignment Office at PSU; Nancy Watson, Conference Services, PSU; and Monica King in the marketing department.

For Additional Information

Contact me at rum2@psu.edu