Front Desk & Keys

Front Desk Services 

Life in Residence happens 24/7. The Front Desk Services team is here to help you regardless of the time of day! If your question or concern is not related to living in residence, we will do our best to refer or connect you to the appropriate campus resource or department. 


Victoria Hall Desk 

75 Bader Lane

Closed until Fall term

Jean Royce Hall Desk 

535 Union Street

Closed until Fall term

Watts Hall Mail Depot Desk

23 Lower Albert Street

Closed until Fall term

Endaayaan – Tkanónsote Desk

156 Albert Street

Open 24/7 until Fall term

If your Front Desk location is closed, please give us a call (613-533-2531), or email us and we'll help you with what you need. 

What can the Front Desk help you with?

  • Move in and move out of residence (key returns or exchanges) 
  • Access during room changes (Pending approval from the Residence Admissions team) 
  • Troubleshooting facilities and maintenance issues (laundry and laundry cards, lockouts, lost keys) 
  • Access to security, emergency services or other student life referrals (I.e. Residence Life On-call personnel) 
  • Processing and distribution for Residence parcel and mail 
  • Advising on general information about the campus and the community 

Mail in Residence

package being handed over

Residence Mail Processing 

Incoming Mail 

When you order a parcel or someone sends you items, your package will get delivered to the residence mail depot located at Watts Hall (23 Lower Albert Street). A personalized email notification from will inform you of your mail location and parcel tracking ID number. Once you receive the notification, bring your student card and parcel ID number to the Front Desk to pick up your mail.  

Would you like to receive SMS text alerts instead of emails to your student account? You can update your Preferred Name and Cell phone number in the Student Residence & Dining Portal. Click 'Edit Profile," then the "Receive SMS notification" box and hit the save button.   

Please note* Mail delivered to residence may require time for processing due to volume.   

small package being handed over

Important Mail Information

Outgoing Mail 

Red Canada Post boxes are available outside Jean Royce Hall main entrance stairs, at the corner of University & Stuart Streets, and near Adelaide Hall. Try Canada Post's 'Find a Post Office' for other postal outlets on campus.   


Due to safe food handling and temperature storage needs, the Front Desks cannot accept perishable deliveries, including but not limited to:  

  • Online grocery orders  
  • Fast food deliveries (uber eats, pizza delivery etc.) 
  • Meal Service boxes (Chef’s Plate, Goodfood etc.) 

Queen's Hospitality Services offers online ordering of QGift care boxes, and Campus Market groceries right to your residence building. LEARN MORE 

Prohibited Items

Mail received and parcels containing items that violate our Residence Community Standards cannot be processed by the Front Desk. These items will be referred to the Residence Conduct Office for review. 

We are not able to accept items or packages at the Front Desk that require proof of age verifications. If you are ordering a package that requires proof of age, please make other delivery or pick-up arrangements, such as Canada Post’s Flex Delivery



What should I do if...

Connect with your Residence Front Desk for support 

If something in your room needs repair, be sure to fill out a Maintenance Request Order. If you notice something that needs to be fixed in a public area (common room, washroom, or hallway), contact your Front Desk.

You can check with the Residence Front Desks for lost and found items. If you have lost your Student card, please reach out to the Registrar’s Office, or visit Lost Student card

Visit our partners in Event Services for the most accurate information about our Conference Season offers.

Facilities Control Centre (FCC)

Where to find us 

The Residence Facilities Control Centre (ResFCC) Office is located in Victoria Hall, on the Ground Floor of D wing.   

Contact us: 

In Person: D007; 8:00 am to 4:00 pm Monday to Friday (excluding STAT holidays).  

By Phone 613-533-3155 

By Email:  

What Facilities Control Centre does

We assist students and staff with all maintenance, cleaning, access control and facilities reporting. We work closely with all departments in Residence to ensure a safe living environment. The FCC team is here to help you! Connect with us during our operating times noted above or via your Residence Front Desk team 24/7. 

An important part of our relationship with you is through residence keysets and electronic key fobs. 

Residence keysets and electronic key-fobs maintain the safety and security of all student living environments. Residence keysets cannot be copied at a hardware store, unlike many other keys. When a keyset is lost, the lock is replaced out of precaution to the students. 

There are fees associated with losing your keyset, electronic key-fob, even if it's temporary or you are locked out of your space. 


The following fees may be applied for replacement keysets and electronic key fobs.  All fees will be directly billed to your SOLUS account if applicable. 


September 1 – March 31 Key Charges

Key TypeLock OutGrace PeriodLost KeyBroken Key 
Electronic Key-FobN/AN/A$10$0
Key Set (Metal key rings)$10$10$95$0


April 1 – August 31 Key Charges

Key TypeLock OutGrace PeriodLost KeyBroken Key 
Electronic Key-FobN/AN/A$25$0
Key Set (Metal key rings)$25$25$175$0


What is your Grace Period?  

If you have misplaced their keyset and want time to locate it, you can request a "grace period" of no more than 2 business days to find your keyset and present it to the Facilities Control Centre prior to the end of the grace period.  

If you are unable to produce your keys before the end of your grace period, you may be subject to a lock change to ensure safety and security of your community. If you have questions or concerns about the timeline, please visit or reach out to us and we can connect further. 

If you live in a building with electronic keyfobs as your bedroom access, you are not eligible for a grace period. Your keyfob will be deactivated and you will be given a new electronic keyfob.