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CAMPUS SERVICES | ASR A | 39
ALTHOUGH OUR RESIDENTS probably think once they have left the accommodation the staff left behind go on a lovely three- month break too, the reality is we don’t and we spend the summer dealing with extended students, conferencing and enquiries, offers and, in some cases upset students who did not get their first choice. Yes that’s right everyone – it’s summer! Having been through open days,
orientation visits, informative social networks and many other marketing tools offered by today’s modern institution, the Accommodation Office usually takes the lead with the majority of applicants in engaging with them within the university service delivery. The Accommodation Team is
the first to tackle the expectations of applicants (almost students) and their families. These are generally high level, anticipating the smooth process they were promised by many representatives
BELOW: Lee Fellows
of the university during the application process. We should remember that in translation the phrase, ‘The Accommodation Office will sort it out’ means first choice, first time, and with no hitches. For some, this is the case! But for many, it’s not so smooth.
The realisation of needing to pay money, click a buton, check a box or still sign a piece of paper agreeing to pay fees on a regular basis can be a challenge to describe, or convince and suggest that the alternative to not doing so, is maybe a very different accommodation option. Of course, we should also be mindful of our international applicants coping with all of the above in a ‘second language’, which is hard enough in itself. For those in the residences,
summer begins when we move from student mode to conferencing mode! We have guests from all around the world with differing expectations, who will need extra advice and support and will
arrive at any time they choose. Conferencing for many is a
welcome change of pace and can add variety to our role. However, when finally in full conference mode, we then inevitably start to receive student enquiries about accommodation and requests for room sizes. But we make it. Of course there
are a few complaints along the way and a few challenges to our finely tuned processes, for which we can offer our Senior Managers a chance to accept the complaint, listen diligently and offer considered responses. There may also be some
hiccups too with conferencing. So it can be a challenge and
tiring, but also satisfying to see our summer guests leave having had a great stay and then see the students arrive with scientifically packed vehicles carrying sufficient equipment to fill a hotel suite, plus parents just wanting to make sure the belongings are unpacked in an organised manner.
HERE WE GO AGAIN
In this edition, ASRA IT and Communications Officer Lee Fellows looks at the summer ahead for those of us in accommodation services and residences
Main image © Reubenjob / Freeimages
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