[civsa] Tour Guide Accountability

Mon Dec 11 14:40:56 CST 2017

Hi Suzyn,

We likewise have a three strike system for our tour guides, and we've found that this has drastically improved our attendance for shifts. We track their absences throughout the year, and then they start with a clean-slate the following year. When tour guides are requesting off from a shift, we require 24-hour notice (unless they are ill).  When they request off, they ask if they need to find a substitute in their email to us. For busy shifts, we ask that they do find a sub, and for slower shifts, we allow them to take off as it is saving our office money. 

We also use a staff GroupMe for assistance in finding subs, which makes it easy for us as supervisors to find out very quickly once a tour guide has found a sub.  I'd be happy to explain the process more in-depth if it would be helpful!

Best wishes,

Katie Hennicke
Katelynn (Pope) Hennicke
Director of Visit Programs | Undergraduate Admissions
Marquette University

Zilber Hall 136
P.O. Box 1881
Milwaukee, WI 53201-1881
p. (414) 288-7302
e. katelynn.hennicke at marquette.edu 
w. marquette.edu/explore

Visit Campus Virtually: http://marquette.university-tour.com/ 

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Today's Topics:

   1. Student Tour Guide Accountability (Suzyn-Elayne Soler)
   2. Re: Student Tour Guide Accountability (Fronduto, Alex)

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Message: 1
Date: Mon, 11 Dec 2017 15:21:39 -0500
From: Suzyn-Elayne Soler <ssoler at allegheny.edu>
To: listserv at civsa.org
Subject: [civsa] Student Tour Guide Accountability
Message-ID:
	<CAPKJ5xhaFiUXGvz=brd9LpGC92fouBGzXJF=RBPOAX_G7TEq5Q at mail.gmail.com>
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Good Afternoon CIVSA,

What accountability system do you have in place for your student guides?
These are paid employees: we appreciate a call or text, even last minute when a student can't make it for a legit reason, but how do you handle those that just don't show up for a shift and don't tell anyone or find a substitute?  What about students who say they can't work because they need to get ready for formal or something trivial like that?  What about the repeat offenders?
More than just a talking to...do you issue a formal warning?  Do you ever "fire" any students because of absenteeism?

How do we make them my accountable for their participation at programs and for their office shifts?

Thanks!

~Suzyn

*Suzyn-Elayne Soler*
Senior Assistant Director of Admissions
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Message: 2
Date: Mon, 11 Dec 2017 20:28:24 +0000
From: "Fronduto, Alex" <alex.fronduto at mcphs.edu>
To: "listserv at civsa.org" <listserv at civsa.org>
Subject: Re: [civsa] Student Tour Guide Accountability
Message-ID:
	<SN1PR12MB072062785C9ADDDBC516DC49E4370 at SN1PR12MB0720.namprd12.prod.outlook.com>

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Hi Suzyn,
  Our tour guides are paid thus we follow normal work business practice. We do a verbal warning for first offense, written warning for second offense, and then termination or suspension for third offense. This applies to being late, not showing up to a required meeting/event/shift, among other things. I explain to my students that we expect everyone to take the job as serious as they would any other job.  With this expectation we do not have have many tour guides that even get past the verbal warning.  Verbal warnings are common, but that usually makes the student realize they should not make any other mistakes.

Hope this helps!

Best,

Alex Fronduto

...
AlexFronduto, BS '11, M.Ed
Associate Director of Admission, Visitation and Volunteer Programs Admission Office MCPHS University
179 Longwood Ave | BostonMA02115
T 617.735.1057F 617.732.2118
alex.fronduto at mcphs.edu
www.mcphs.edu
MCPHS University
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From: listserv [mailto:listserv-bounces at civsa.org] On Behalf Of Suzyn-Elayne Soler
Sent: Monday, December 11, 2017 3:22 PM
To: listserv at civsa.org
Subject: [civsa] Student Tour Guide Accountability

Good Afternoon CIVSA,

What accountability system do you have in place for your student guides?
These are paid employees: we appreciate a call or text, even last minute when a student can't make it for a legit reason, but how do you handle those that just don't show up for a shift and don't tell anyone or find a substitute?  What about students who say they can't work because they need to get ready for formal or something trivial like that?  What about the repeat offenders?
More than just a talking to...do you issue a formal warning?  Do you ever "fire" any students because of absenteeism?

How do we make them my accountable for their participation at programs and for their office shifts?

Thanks!

~Suzyn

Suzyn-Elayne Soler
Senior Assistant Director of Admissions
(814) 332-4743 | Instagram<https://urldefense.proofpoint.com/v2/url?u=http-3A__www.instagram.com_GoToAllegheny&d=DwICAg&c=S1d2Gs1Y1NQV8Lx35_Qi5FnTH2uYWyh_OhOS94IqYCo&r=G2Z9S_fMSDWSMs5R8RRI3y3UkcP_FgB_TXgElTnZVFo&m=uOXsk6KNiUGzXbwzugCLPr9ooJCd8Dc85_fOz9xr6TY&s=C83uKPil3__vv2hnjUnDAnJnTGs0bGDAHCJGmpnQezc&e=> | Twitter<https://urldefense.proofpoint.com/v2/url?u=http-3A__www.twitter.com_GoToAllegheny&d=DwICAg&c=S1d2Gs1Y1NQV8Lx35_Qi5FnTH2uYWyh_OhOS94IqYCo&r=G2Z9S_fMSDWSMs5R8RRI3y3UkcP_FgB_TXgElTnZVFo&m=uOXsk6KNiUGzXbwzugCLPr9ooJCd8Dc85_fOz9xr6TY&s=QGoDz0EkzQE1w-FBABDdKfn-y6v_FsRHaEv0BEPhSug&e=> | About Me<https://urldefense.proofpoint.com/v2/url?u=http-3A__sites.allegheny.edu_admissions_suzyn-2Delayne-2Dsoler_&d=DwICAg&c=S1d2Gs1Y1NQV8Lx35_Qi5FnTH2uYWyh_OhOS94IqYCo&r=G2Z9S_fMSDWSMs5R8RRI3y3UkcP_FgB_TXgElTnZVFo&m=uOXsk6KNiUGzXbwzugCLPr9ooJCd8Dc85_fOz9xr6TY&s=EpInvq0p-bAfMe6y7tY1j5cEH9jNfay8vo_OcFtakp0&e=>

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