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Connecting Campus Through Concierge

Feb 01st, 2023

Connecting Campus Through Concierge

This story is featured in the Fall 2022 edition of the HPU Magazine.

HPU’s unique Campus Concierge program is a one-stop shop for the university’s customer service needs.

“How can I assist you?” is a phrase often heard on High Point University’s campus. In person, by phone, on social media and over email, HPU’s Campus Concierge team is an extraordinary foundation of customer service critical to the university’s daily operations. Every person who walks up to a concierge desk receives a welcoming smile and greeting from a friendly face.

They answer phone inquiries, provide ticket pick up for events, assist in reserving meeting spaces, and help parents and students in the transition to college life.

“Campus Concierge improves the daily lives of our students by providing a single source of knowledge for all campus and community information,” says Lauren Whitley, director of Concierge Services. “It’s a one-stop shop to set up HPU students for success with multiple amenities and people standing by to assist.”

Campus Concierge is also an important element in HPU’s ecosystem of support and mentorship. They support and advocate for students and families during their time in HPU’s care.

“We understand that we have been entrusted with these students’ futures,” says Whitley. “We take extraordinary care of our community with efficient, energetic and empathetic service. We aim to treat everyone with importance, dignity and kindness, so they feel truly seen and cared for at HPU.”

Campus Concierge embodies the mission of HPU: Every student receives an extraordinary education in an inspiring environment with caring people.

Five-Star Service

HPU has blended a combination of premier life skills experiences and their care for families into a five-star customer service experience that can’t be found anywhere else.

Students can drop off dry cleaning, use the wash, dry and fold laundry service, and even rent iPads and calculators for their classwork through the concierge desk.

With locations in the Slane Student Center, the R.G. Wanek Center and Cottrell Hall, Campus Concierge is easily accessible in the most high-traffic areas of campus.

They act as the university’s touchstone — from questions on how to join a club sports team to requests for reserving a study space on campus.

And students appreciate this resource. By providing this level of service to students, they can focus on their studies to become this generation’s next group of leaders.

“We want them to have all the tools they need to succeed,” says Whitley.

But it means more than providing customer service. It also offers students experiential learning opportunities.

caroline sykes headshot
Caroline Sykes, ’23

Caring for the Campus Community

As part of HPU’s Student Employment Program, more than 35 students each year are part of the Concierge team.

They learn to model the value of service and communicate in a professional and caring way, preparing them for any career in their future.

Caroline Sykes, a Class of 2023 music major with a focus in vocal performance, understands how transferable these skills are.

“Working for Campus Concierge has given me unparalleled experience in building the life skills that I can use for any job,” says Sykes. “Communicating effectively, managing my time and so many other skills have become second nature for me.”

It’s about intentionality, and it’s all a direct part of the unique High Point University experience.

“I am honored to be a part of this team and to offer a fraction of the help and joy that High Point University has given me in the past three years,” says Sykes. “I love to put my passion for customer service and helping people into the world through Concierge.”

As part of their customer service efforts, Campus Concierge assists with digital inquiries through the Concierge Connecter Facebook page. They work tirelessly in HPU’s parent Facebook groups to answer questions, address concerns and offer support.

Here’s a glimpse at how:

This was our first time going through the process of sending a child off to college, and we weren’t sure what to expect. HPU went above and beyond in providing communication and answering questions. Campus Concierge was beyond amazing.
Carrie Rich, mother of Emma Rich, ʼ25, from Broomfield, Colorado
We called Concierge over the summer to ask additional questions, and the team was extremely friendly, helpful and took time to search for answers to our questions. You never felt that your question was an imposition or unwarranted.
Theresa Troyano, mother of Robert Troyano, ʼ25, from Wading River, New York
HPU cares about the family and the student, and it’s great to know that students are the top priority. The care Concierge provides is top-notch, and the service is unprecedented.
Andy and Julie Castillo, parents of Jocelyn Castillo, ʼ24, from Owings, Maryland
It’s unimaginable how HPU can accommodate so many people so quickly and with top-notch attitudes. The Facebook Concierge Connector goes above and beyond with all requests!
Lisa Reyna, mother of Lauren Reyna, ʼ25, from Boerne, Texas