Job knowledge is critical to your success as a student employee. If you do not know what you are supposed to do, are confused about your responsibilities, or do not know how to do a task, it is important to seek out our assistance. When you were hired to work in the Student Union/University Center, you assumed the responsibility to actively engage in learning. It is also our hope that you will recognize and enjoy the important role you have in providing others a quality experience in the Student Union/University Center.
We approach the education of student employees from many perspectives. Learning your job and developing leadership and life skills are a lifetime activity. Approach your work with a good attitude, and make an effort to learn while working here. The Student Union/University Center staff has responsibility for ensuring that student employees become effective contributors in the workplace and the community. Remember to have fun while working here!
Northern Kentucky University delivers innovative, student-centered education and engages in impactful scholarly and creative endeavors, all of which empower our graduates to have fulfilling careers and meaningful lives, while contributing to the economic, civic, and social vitality of the region.
NKU will be nationally recognized for being a student-ready, regionally-engaged university that empowers diverse learners for economic and social mobility.
Our Core Values
We will promote a culture that fosters and celebrates excellence in all that we do.
Student Affairs provides quality co-curricular programs and services that prepare students to learn, lead and serve.
The college union advances a sense of community, unifying the institution by embracing the diversity of students, faculty, staff, alumni, and guests. We bolster the educational mission of the institution and the development of students as lifelong learners by delivering an array of cultural, educational, social, and recreational programs, services, and facilities.
By any form or name, we serve as the heart of the campus community and create a welcoming environment by:
Traditionally considered the living room, the college union enhances the student experience and cultivates an enduring connection to the institution.
Adopted by the Association's general membership in 2018, this statement is based on the Role of the College Union statement, 1956.
Gordon Martin was a businessman, developer and a pioneer in northern Kentucky. He was the founding member and past president of the Kentucky Homebuilders Association and the Northern Kentucky Homebuilders Association. Gordon Martin was instrumental in forming the Northern Kentucky Chamber of Commerce in 1969 and served as its chairman in 1975.
Martin was an active member in the early years of NKU. He served on NKU’s Board of Regents from 1972 – 1984 and was elected chairman in 1982. He also served on the NKU Foundation Board from 1980 – 2002. He was appointed by two Kentucky governors – Gov. John Y. Brown and Gov. Martha Layne Collins – to serve on several northern Kentucky boards and task forces centered on economic development and transportation. In 1981, he was appointed as chairman of the Economic Development Task Force of NKY by John Y. Brown. Most notably, in 1985 he served on the Kentucky Transportation Cabinet’s Highway Task Force (District 6), which promoted the construction of interstate highway I-275.
Thelma S. Martin was born in Lebanon, Kentucky, and was a graduate of the University of Kentucky, where she was a member of the Alpha Delta Pi sorority. She taught school in Ludlow, Kentucky, and was an active member of the Erlanger United Methodist Church. The Martins had three children: Douglas of Ludlow, David (Debra) of Union and Stephen (Marisa) of Atlanta.
Student Union Main Information Desk: (859) 572-6588
Student Union 3rd floor Information Desk: (859) 572-1013
University Center Information Desk: (859) 572-6103
Game Room Desk: (859) 572-5893
Fax Number: (859) 572-5296
Campus Police: (859) 572-5500
The Student Union has a variety of options for dining, including:
Student Union – First floor – courtesy and coin operated – located next to room 105
Second floor – 2 - courtesy – located next to main storage room and across from Starbuck’s
First floor: All Card; Student Union Operations; Conference Management; Chartwells Catering/Marketing
Third floor: Dean of Students; Student Conduct, Rights & Advocacy; Parents Attending College; African American Student Initiatives, Latino Program & Services; LGBTQ Programs & Services; Office of Student Accessibility, Fraternity/Sorority Life; and the Center for Student Engagement
First floor: Student Support Services; University Connect and Persist (UCAP); First Year Programs; Veterans Resource Station; Learning Assistance Programs; Testing Services
Second floor: Barnes and Noble Bookstore; Norse Advising Center; Arts & Sciences Advising Center; Norse Tech Bar; Career Services
Third floor: International Students and Scholars; Education Abroad; International Education center; American English Language Program, Title IX Office
Fourth floor: Health, Counseling, and Student Wellness; Vice Provost for Regional Stewardship; Research, Grants, and Contracts; University Programs
The Student Union/University Center feature some of the best facilities on campus including:
To be employed as a student employee in the Student Union/University Center, an individual must be enrolled as an undergraduate (minimum of nine credit hours) or graduate student (minimum three credit hours) at NKU. All student employees must maintain a cumulative and semester GPA of a 2.0. If either a semester or cumulative GPA falls below a 2.0 the student employee will be given the following semester to bring up his/her GPA. If after that semester, the cumulative or semester GPA is still below a 2.0, the student will be terminated.
During the summer, a student seeking regular employment must have attended the university as a full time or part-time student during the spring semester or be enrolled for no less than 6 hours for the summer session. To be eligible to work during the fall or spring semesters, the student must have been registered either full or part time in the previous semester or is registered for classes during the summer or in the upcoming semester.
Employees are allowed breaks, if the following condition is met:
If an employee works 4 consecutive hours:
One ten-minute break is allowed. Employee does not have to log time taken for the 10-minute break.
If an employee works 5 or more consecutive hours:
In addition to the (one) 10-minute break, an employee may take a 20-minute unpaid lunch. Employee must log time taken for lunch period. Arrangements should be made with your supervisor or with the building manager for breaks so that your work station is covered during your break/lunch.
It is the responsibility of every student employee to be aware of and abide by the guidelines set forth in this handbook. If it should become necessary, that a student needs to be disciplined the following are the steps that will be taken:
The Student Union Director will be notified of disciplinary actions. The Director’s decision will be final.
IF YOU CANNOT WORK IT IS YOUR RESPONSIBILITY TO FIND A SUBSTITUTE. Please plan well in advance if you know you will not be able to work one of your scheduled shifts. Remember, a lack of planning on your part, does not constitute an emergency on our part! Your substitute must be a University Center/Student Union Student Employee and be completely familiar with your duties and responsibilities. “When to Work” is the employee scheduling software used by the Student Union. Employees should use the switch shift/trade feature on “When to Work.” All substitutes must be approved by your supervisor and completed through “When to Work.”
Finding a SUB
There is a phone list of all employees available on “When to Work” each semester. You may try to contact your colleagues to work your shift; however, remember you are still responsible for your shift. If you are having problems finding someone to work your shift, talk to your supervisor.
Any job-related injury or illness must be reported to your direct supervisor so that an immediate substitute can be obtained. After 4:30pm or on weekends, employees should contact the student building manager.
If any employee sustains an injury elsewhere that may impair their ability to perform normal job functions, he/she must receive authorization to work from their supervisor. Injuries will be dealt with on an individual basis, based on the individual’s ability to perform job related duties.
Employees are not to work while ill. The supervisor or building manager (after 4:30pm or on weekends) must be informed of an illness at the earliest possible time. The employee should make every attempt to obtain a substitute. If a substitute is not obtained, the employee’s absence will be reported to his/her direct supervisor and she/he will record the absence in the student employee’s personnel file.
Student employees are required to enter their time through myNKU. Student time should be recorded every day to ensure the timesheet is never late. If you have trouble entering your time please contact Courtney Nilson: phone – (859) 572-7774; email: email@example.com or in the office SU 192.
Procedures for Entering Time
Salary Statements and Direct Deposit
All Northern Kentucky University employees are eligible to sign up for direct deposit. All student employees are paid bi-weekly. You may enter bank information, as well as view your salary statements, by accessing myNKU and clicking on the Employee Self Service tab. Your user name and password are the same you use to log into the computers on campus.
Whether you realize it or not, the approach you use in fulfilling your job responsibilities will be revealed in how well you do it. The way you approach a situation will be influenced by your attitude.
As a student employee of the Student Union/University Center, you will come in contact with many people. All our customers are important. Treat them with respect and in the same manner you would want to be treated.
You are expected to dress appropriately and to present yourself in a professional manner. Remember that there is a high degree of visibility and public contact with all positions. Please remember the following:
Employees of the Student Union/University Center will work directly with a variety of customers from both the campus and local community. Therefore, it is necessary that staff maintain a professional appearance. Please remember to practice good personal hygiene.
Have you ever heard the expression “you never get a second chance to make a first impression?” The same is true for the Student Union/University Center. Our customers will not continue to utilize our services unless they have a positive experience. Here are some tips for fostering that positive image:
The 10 most important words: “I apologize for our mistake. Let me make it right.”
When something goes wrong, most people just want to be heard and acknowledged. So listen, apologize, and then ask what you can do to make it right.
The 9 most important words: “Thank you for your business. Please come back again.”
Repeat customers cost less than new customers and are often more loyal.
The 8 most important words: “I’m not sure, but I will find out.”
It’s ok if you don’t know the answer; it’s not ok to make the customer keep searching for it. That’s your job.
The 7 most important words: “What else can I do for you?”
Be prepared to go the extra mile, there is less competition there.
The 6 most important words: “What is most convenient for you?”
Your customers will be pleasantly surprised when you ask what’s convenient for them.
The 5 most important words: “How may I serve you?”
This question reinforces your role in the relationship. Play that role the best you can.
The 4 most important words: “How did we do?”
Feedback is critical. Your customers have a unique perspective and they appreciate being asked.
The 3 most important words: “Glad you’re here!”
Customers who feel welcome spend more time, more money, and are more likely to return.
The 2 most important words: “Thank you.”
Basic manners…but how often do you get thanked when you’re the customer?
The MOST important word: ”Yes.”
Become a yes person.
10% Seek Alternative Substitutes
24% Are Dissatisfied with the Product
66% Are Upset Over Bad Employee Attitudes
A satisfied customer tells one other person… A customer who is dissatisfied tells seven other people.
The Customer is not always right, but the Customer is always the Customer!
Taken from Sustaining Knock Your Socks off Service, Conellan & Zemke, 1993.
1. Solve problems
Good service involves anticipating your customers’ needs and solving their problems.
2. Make your customers smile
Solving your customers’ problems is great, but if you really want to succeed, aim higher. Solve problems in a way that makes them smile.
3. Entertain ridiculous requests
You probably get some crazy sounding requests from time to time. Assuming it doesn’t take too much effort to carry out, why not go ahead and make your customers’ day?
4. Address Your Customers by Name
One of the best ways to offer a more personal customer experience is using the customer’s name when talking with them – in person, over the phone, through email.
5. Maintain a positive attitude
There’s no substitute for a positive attitude. Enshrining this within company practice helps avoid conflict. Take Apple for example. A very specific set of employee guidelines detail a firm belief that a positive attitude is integral to good customer service.
6. Say thank you
As Mahatma Gandhi said— “…A customer is doing us a favor by giving us the opportunity to serve.”
Thank you. So simple, but so powerful. It goes beyond simple courtesy. A thank you at the right time helps build trust.
7. Support should be cross-departmental
"Customer service should not be a department; customer service is everyone's job.’’ Ken Blanchard
With a holistic approach to customer service, collaboration leads to efficiency, improving turnaround times