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New Hire Training Guide: Days 2-5 - General Manager, Assistant General Manager, Manager

This article will outline your first week as a GM/AGM/Manager at Studio.

Click here to review the Day 1 training guide.

 

Daily Tasks For Days 2-5

These are tasks that you'll consistently complete each day.

 

Morning Check-in with Manager- With your manager

  1. Review your schedule for the day
  2. Review notable items/events in space for the day
  3. Ask any questions from previous day

Walkthrough Shadow- With your manager or co-worker

  1. Review walkthrough checklist on app
  2. Discuss cadence (morning, mid-day, end of day)
  3. Understand our presentation standards of spaces
  4. Learn how to report and follow up on an issue
  5. Pantry upkeep
    1. Learn to make coffee and run the dishwasher
    2. Learn items we stock and where we keep storage
  6. Learn locations of important space amenities (pantry, phonebooths, etc.)
  7. Take the lead at one of the walkthroughs at the end of the day

 

Front Desk Shadow- With your manager or co-worker

  1. Introduce yourself to members/building team by learning names, companies, and job functions
  2. Print floorplan and mark which member leases each space in Studio
  3. Note the type of questions members or visitors ask
  4. Review emails with your manager as they come into your mailbox or the shared mailbox
  5. Help sort mail and packages to learn company names
  6. Review site binder and password document
  7. Get all the details about the location -- learn occupancy, initiatives, important information about members
  8. In down time, review BOX and location site-folder
  9. Practice what you learned in skill sessions

 

End of Day Check-In with Manager- With your manager

  1. Discuss what you learned and ask any questions about items reviewed
  2. Discuss goals for next day

 

 

Skill Sessions for Days 2-5

These are the things you should do every day during your training. You should use your time at the Front Desk to practice what you learn in the skill sessions. Quick links to systems here.

 

Studio Overview: General Overview- With Regional Manager

  1. Org Chart review: Onsite and Central Team
  2. Studio & Tishman Speyer structure
  3. Studio creation/history
  4. Studio locations
  5. Studio products – Studio, Studio Private, Studio Gather, Studio +S
  6. Studio in the marketplace (competition)

 

Studio Overview: Role and Hospitality- With Regional Manager

  1. Role expectation
  2. Performance management
  3. Hospitality 101
  4. Team values

       

      Member Management Platform Overview- Yardi Kube

      1. Login here
      2. Learn different areas of the system with member information
        1. Review Account page and information
        2. Review Contact page and information
      3. Learn how to enter in a contact for a company and what information is needed
      4. Learn how to use the calendar function to book a conference room
      5. Learn how to use booking calendar for meeting rooms and day passes

           

          Wi-Fi Platform Overview- Platform (Essensys)

          1. Login here 
          2. Discuss Studio IT Offerings
          3. Learn different areas of the system
            1. Review client page
            2. Review floor port page
          4. Learn how to handle common member questions
            1. Add a contact to a client
            2. How to reset Wifi login credentials 
            3. Manage concurrent devices
            4. Connect wireless printer or speakers
          5. Understand troubleshooting
            1. Connect chat
            2. E-mails: help@essesnsys.tech and studio@essensys.tech

               

              Printing Platform Overview- We rent the physical printers as well as the Papercut software that members use to print through.

              1. Login here
              2. Understand what information is needed for a Papercut account
              3. Review printing allowances per member
              4. Learn methods to print
                1. How to download the Papercut app and how that works for printing
              5. Learn process for printing
              6. Learn printer numbers and locations

                   

                  Meeting Room Technology-

                  1. How to connect to TV
                  2. How to use phone
                  3. Troubleshooting with room scheduler/iPad

                   

                  Building Overview- With your manager

                  1. Learn key contacts for building’s operations and how they work with Studio. Get introductions when applicable.
                    1. Property Management Team
                    2. Engineering
                    3. Cleaning
                    4. Security
                  2. Learn about requirements for freight use and loading dock access
                  3. Review cleaning scope from cleaning and cleaning team
                  4. Discuss common maintenance issues in the space
                    1. Studio issues vs. Building issues
                    2. How we handle lockouts
                  5. Discuss how we handle member requests for space alterations (hanging a TV, etc.)
                  6. Learn about visitor registration/check-in process
                    1. Login to visitor registration portal
                    2. Learn how to register a visitor
                  7. Learn about Angus work order system
                    1. Login to portal
                    2. Log a test work order
                    3. Learn how to escalate work orders if necessary
                  8. Parking (where applicable)
                    1. Process for enrolling members
                    2. Paperwork that needs to be signed
                    3. Late fees
                    4. Activations vs deactivations
                    5. Garage rules
                    6. Valet service hours
                  9. Master key and office key management
                  10. Keycard management
                    1. Activating a keycard
                    2. When to give a keycard

                   

                  Studio App Overview- Lane is the system we use to manage our Studio app.

                  1. Login to our Studio app
                  2. Review member view of app and functions
                  3. Review admin view of app and functions
                    1. Guest registration
                    2. Member communication and notices
                    3. Member support tickets/service requests
                    4. Event tiles
                  4. Discuss team responsibilities in app and timeline
                  5. Discuss troubleshooting
                    1. Add to App Bug Report and Resolutions chat
                    2. Share common issues

                  Customer Relationship Management System– with Technology Manager; HubSpot is the program that we use for our weekly member newsletter and other communications

                  1. Login to HubSpot
                  2. Review monthly newsletter template
                    1. Discuss content
                    2. Timeline
                    3. Review process
                  3. Review templates for other member communications
                  4. Introduction into Deals Pipelines

                   

                  Building Finances- with Regional Manager

                  1. General overview of finance responsibilities
                    1. Managing inventory and common vendors
                      1. Quench (water)
                      2. Post-Up (logos)
                      3. LaColombe (coffee)
                      4. Essensys (internet)
                    2. Tracking purchases/expenses
                    3. Submitting/Approving invoices for payment
                  2. Review of type of expenses
                    1. Non-recurring vs. recurring
                    2. Overview of procurement categories
                    3. Review Property vs. TRS (where applicable)
                  3. Review monthly schedule and process à receiving invoices, processing invoices, and checking for payment
                  4. Introduction into Basware
                    1. Review personal and professional mode
                    2. Learn how to submit an invoice for payment
                      1. General Managers can only approve invoices, whereas Managers can submit invoices
                    3. Learn how to check payment status
                    4. Learn how to pull past invoice
                    5. Troubleshooting contacts
                  5. Introduction to Airtable
                    1. Expense tracker entry
                    2. How to mark items as paid
                    3. How we break up costs between “Paid”, “Accruals”, “Future Expenses”

                   

                  First Week Recap

                   

                  Strategy/ End of Week Recap Meeting - With your manager; this is intended to be a longer 1x1 than previous check-ins

                  1. Recap the week
                    1. How are you feeling?
                    2. What has been most exciting?
                    3. What do you want to spend more time on?
                    4. Feedback on onboarding
                  2. Review tasks, projects, initiatives and how team will divide up moving forward
                  3. Review next week training schedule and notable events
                  4. Conduct closing duties à manager to check behind

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