Members with the Centre give an annual donation to the theatre, and in return receive a number of perks. If patrons are requiring information on membership, provide them with one of the orange "Get Centre'd" pamphlets.
Relevant Membership Perks:
All members ($10+) - Able to purchase seats to new shows earlier than the general public. When a show is announced, typically we're given two dates for when tickets go on sale, one for members and one for everyone else.
Advocate ($10-149) -
Tax receipt for the full amount of your gift
Invitation to Art Gallery openings
Recognition in the Charlottetown Festival House Program
Sustainer ($150-$249)
Invitation to VIP Holiday Reception
Invitation to the Charlottetown Festival Season Launch
Contributor and up ($250-$374) -
Service charges are waived (both exchange fees and convenience fees).
Invitation to Members Only Reception
Access to Members Priority phone line (ext. 145) for booking theatre tickets
Sustainer and up ($375-$499) -
Access to two Row A seats per show
Invitation for two to a Theatre Company Meet and Greet
Benefactor ($500-$1499) -
Invitation to the Board of Directors' Summer Reception
Producer's Circle ($1500-$2499)
Access to Members-only priority waiting list for sold out performances
Invitation for you and 9 guests to attend a backstage tour
Special recognition in the Charlottetown Festival House Program
Executive's Circle and up ($2500-$4999) -
Access to four Row A seats per show.
One additional invitation for two people to a Theatre Company Meet and Greet
Two additional tickets to the Charlottetown Festival's Opening Night Gala
Founder's Circle and up ($5000+) -
Access to six Row A seats per show.
A plaque bearing your name will be displayed in a designated area for the duration of your membership
Note that members' seats in the centre of Row A are held up until 48 hours before the show and are subject to availability. These aren't a secret; you can tell people that those seats are on hold for members if they ask (unlike with house seats), as it is a program we should be promoting.
Wednesday, 24 June 2015
How to: Customer Numbers
Every customer profile is associated with a customer number so that their information may be easily applied to each order.
Making a Second Customer Profile with the Same Number (eg, for spouses, companies):
From their customer profile, go the Advanced tab and click Add Contact. A second name, phone number, email, etc can be provided with the same address and customer number. This method can also be used for organizations; the main customer profile should be set to Account Type: Organization, and then use Add Contact to add the representative of the company who is getting the tickets.
Booking for the Centre:
If you need to book tickets under the Centre, the customer number is 297. From the order summary, go to the customer tab and press Add a Contact, filling out the appropriate information.
Booking without Customer Information:
If the show is about to start and the patron is absolutely refusing to provide any profile information, or if you're dealing with someone who speaks so little English that they cannot communicate anything usable to you, as a last resort you may use Patron H. To do this, use customer number 12345. Only do this if they're purchasing right before the show; we absolutely require contact information if they're booking in advance.
Making a Second Customer Profile with the Same Number (eg, for spouses, companies):
From their customer profile, go the Advanced tab and click Add Contact. A second name, phone number, email, etc can be provided with the same address and customer number. This method can also be used for organizations; the main customer profile should be set to Account Type: Organization, and then use Add Contact to add the representative of the company who is getting the tickets.
Booking for the Centre:
If you need to book tickets under the Centre, the customer number is 297. From the order summary, go to the customer tab and press Add a Contact, filling out the appropriate information.
Booking without Customer Information:
If the show is about to start and the patron is absolutely refusing to provide any profile information, or if you're dealing with someone who speaks so little English that they cannot communicate anything usable to you, as a last resort you may use Patron H. To do this, use customer number 12345. Only do this if they're purchasing right before the show; we absolutely require contact information if they're booking in advance.
Tuesday, 23 June 2015
How to: Waiting Lists
If a show is completely sold out and someone is looking for tickets, we can offer to put them on our waiting list. Our policy for waiting lists is that if seats come available, we will call each person on the waiting list in order until the remaining seats are sold. If we are unable to reach a patron, we do not leave messages; we simply move to the next person on the list. Note that we do not create waiting lists for shows that aren't completely sold out (eg if we've run out of $25 tickets, we won't make a waiting list for that price type as the patron could still purchase $50 seats).
Adding Someone to a Waiting List:
Go the seats tab in the lefthand menu of Audience View and click the 'search' button. Find the desired show on the list and tick the box; then, select the 'request seats' option from the top of the page. Change the number field to the number of seats the patron is looking for, change the price type if applicable, and be sure the status is sent to chargeable pending fulfillment. Next, navigate to the summary tab, set the delivery method to hold and the balance due date to the date of the show. Note in the comments section what compromises the patron is willing to make -- if they want four tickets and two come available, would they still be interested? Do they want us to call if the seats aren't together? Double check that the phone number(s) on the patron's account are the one(s) at which they can best be reached, and create the order. The patron has been added to the waiting list. Note that you can put them on the waiting list for multiple shows, if they have flexibility in dates.
Checking the Waiting List:
To check the waiting list, navigate to the order tab in Audience View's lefthand menu. Select Load New Search, and then Advanced Order Search. Under Performance Request Status, highlight the Chargeable Pending Fulfillment option and search. Be sure to filter the results by order number so that the first order will be the oldest, not the most recent addition to the waiting list. When you book the tickets for someone on the waiting list, be sure to remove the chargeable pending fulfillment seats to prevent the patron from paying double. Change the Selected Delivery Method from hold to the appropriate setting, and book the order as you typically would.
Returning Tickets to a Sold-Out Show:
If you're returning tickets to a show that was previously sold out, put the seats on hold and check if anyone is on the waiting list before releasing them to the public. To put tickets on hold, go into the seat map in Audience View, and at the top right of the screen next to where the number of tickets you have displayed is selected, click the H button, and then click on the orange square (Online - No Sales) under the Colour Description list. Select the seats on the map, and the dots will be surrounded by orange circles. Update changes, and the seats are now on hold (be sure to press update changes and not order summary or else the tickets won't be held).
Adding Someone to a Waiting List:
Go the seats tab in the lefthand menu of Audience View and click the 'search' button. Find the desired show on the list and tick the box; then, select the 'request seats' option from the top of the page. Change the number field to the number of seats the patron is looking for, change the price type if applicable, and be sure the status is sent to chargeable pending fulfillment. Next, navigate to the summary tab, set the delivery method to hold and the balance due date to the date of the show. Note in the comments section what compromises the patron is willing to make -- if they want four tickets and two come available, would they still be interested? Do they want us to call if the seats aren't together? Double check that the phone number(s) on the patron's account are the one(s) at which they can best be reached, and create the order. The patron has been added to the waiting list. Note that you can put them on the waiting list for multiple shows, if they have flexibility in dates.
Checking the Waiting List:
To check the waiting list, navigate to the order tab in Audience View's lefthand menu. Select Load New Search, and then Advanced Order Search. Under Performance Request Status, highlight the Chargeable Pending Fulfillment option and search. Be sure to filter the results by order number so that the first order will be the oldest, not the most recent addition to the waiting list. When you book the tickets for someone on the waiting list, be sure to remove the chargeable pending fulfillment seats to prevent the patron from paying double. Change the Selected Delivery Method from hold to the appropriate setting, and book the order as you typically would.
Returning Tickets to a Sold-Out Show:
If you're returning tickets to a show that was previously sold out, put the seats on hold and check if anyone is on the waiting list before releasing them to the public. To put tickets on hold, go into the seat map in Audience View, and at the top right of the screen next to where the number of tickets you have displayed is selected, click the H button, and then click on the orange square (Online - No Sales) under the Colour Description list. Select the seats on the map, and the dots will be surrounded by orange circles. Update changes, and the seats are now on hold (be sure to press update changes and not order summary or else the tickets won't be held).
Monday, 22 June 2015
How to: Mavor's Reservations
When booking shows, as a box office employee one should upsell other events/services in the Centre if possible, such as suggesting the art gallery if we don't have a matinee, or Mavor's if they're asking for a restaurant recommendation. You actually get a $2.00 commission for each Mavor's reservation you book, which is provided on a Centre giftcard after you've booked five reservations.
To book a reservation, go to www.mavors.ca and select 'Make a Reservation Online'. Select the date, time, and number of persons in the party for the reservation. Please note that if the patrons are going to the show, the latest we may book them a reservation is an hour and a half prior to showtime. Fill in the diner information, write "booked by [your name]" in the special requests, and select Complete Free Reservation.
In addition, be sure to upsell to patrons that Mavor's offers half-price appetizers after the show (from 9-11pm).
To book a reservation, go to www.mavors.ca and select 'Make a Reservation Online'. Select the date, time, and number of persons in the party for the reservation. Please note that if the patrons are going to the show, the latest we may book them a reservation is an hour and a half prior to showtime. Fill in the diner information, write "booked by [your name]" in the special requests, and select Complete Free Reservation.
In addition, be sure to upsell to patrons that Mavor's offers half-price appetizers after the show (from 9-11pm).
Saturday, 20 June 2015
How to: Mailouts
Booking Mailouts:
In addition to sending tickets by email or having them left in person, we can mail the tickets to patrons on request. However, there is a two dollar flat charge per order for this service to cover postage. To book a mailout, simply go through the order as you normally would, and change the Selected Delivery Method on the order summary to Mail. The $2.00 charge will be added automatically. Be sure to confirm with the patron that mailing address we have on file is correct. Also note that we are unable to offer this option within a week of the show date, as we cannot guarantee the tickets will arrive in time. Once the seats are booked, you don't have to do anything special with the order; a supervisor will periodically print and process all mailouts.
Processing Mailouts:
If you are asked to do mailout batch, the process is rather simple. In addition to the batch containing the tickets and receipt, an address card will also print out which has the patron's name and mailing address. Take an envelope and place the tickets, receipt, and address card inside so that the patron's information peeks out through the window in the envelope. Seal the envelope, and place it in the mailouts file. This is located on the wall just inside Joy's office; top container on your right.
In addition to sending tickets by email or having them left in person, we can mail the tickets to patrons on request. However, there is a two dollar flat charge per order for this service to cover postage. To book a mailout, simply go through the order as you normally would, and change the Selected Delivery Method on the order summary to Mail. The $2.00 charge will be added automatically. Be sure to confirm with the patron that mailing address we have on file is correct. Also note that we are unable to offer this option within a week of the show date, as we cannot guarantee the tickets will arrive in time. Once the seats are booked, you don't have to do anything special with the order; a supervisor will periodically print and process all mailouts.
Processing Mailouts:
If you are asked to do mailout batch, the process is rather simple. In addition to the batch containing the tickets and receipt, an address card will also print out which has the patron's name and mailing address. Take an envelope and place the tickets, receipt, and address card inside so that the patron's information peeks out through the window in the envelope. Seal the envelope, and place it in the mailouts file. This is located on the wall just inside Joy's office; top container on your right.
Friday, 19 June 2015
How to: Wheelchairs
The Centre is wheelchair accessible. From the street level, there is an elevator that goes down into the lobby (near the pay phone), and then a second elevator goes up to aisle 2. Note that the balcony is not wheelchair accessible. For wheelchairs entering the art gallery, they must enter through the upper plaza. Once inside the gallery, there is an internal elevator.
In all cases when booking tickets for a patron with a wheelchair in their group, note in the comments of the order how many wheelchairs are present in the party.
Booking Homburg Theatre:
Wheelchair tickets for the mainstage cannot be booked online, and must be booked over the phone or in person with us. There are seven wheelchair seats available in row L of aisle 2; keep in mind that there is no elevator access to aisle 1. To book a wheelchair ticket for Anne, select the price type WC. The value of this ticket is set to be the lowest of all the price ranges currently available, so if the $25 tickets are not sold out, wheelchair seats are priced at $25. If a wheelchair seat is being booked, the patron is also eligible to purchase a companion seat at the same price. This seat can be booked next to the wheelchair in the wheelchair section, or in front of them. If there are other members of the party who would like to sit with them, you can book further tickets in front as well, though they would have to pay the full Tier 1 price.
Booking Mack:
Wheelchair seats at the Mack should be booked at Table 55 if possible.
Booking Studio:
Wheelchair seats can be booked along the left hand column of the theatre, as there is space to maneuver a wheelchair along that aisle. Joy recommends Table 40.
How to: Volume Buyers
Using a Volume Buyer Form:
To book volume buyer tickets, use the SHIFT-S command to switch to the Volume Buyers user role. Go into the date listed on the form, and use the booking code on the form (eg VB 20, VB 10) to select the best available seats in the specified price tier. The organization's customer number will be listed near the top of the form; add a customer using this, and select any profile that appears. The name is not significant in that it does not have to match the Requested By line of the form. Once the customer has been added, from the order summary fill in the Client Name, Client Province/State, and Request By fields. Finally, place the order on hold and set the balance due date to the date of the show. You can now create the order. Once this has been completed, fill in the Box Office Use Only portion at the bottom of the form with the order name, seat location, cost, your name, and the date. Then pass the form to a fellow box office employee.
Checking a Volume Buyer Form:
All volume buyer forms must be double checked by a second staff member. Things to keep in mind when you're checking a volume buyer order:
To book volume buyer tickets, use the SHIFT-S command to switch to the Volume Buyers user role. Go into the date listed on the form, and use the booking code on the form (eg VB 20, VB 10) to select the best available seats in the specified price tier. The organization's customer number will be listed near the top of the form; add a customer using this, and select any profile that appears. The name is not significant in that it does not have to match the Requested By line of the form. Once the customer has been added, from the order summary fill in the Client Name, Client Province/State, and Request By fields. Finally, place the order on hold and set the balance due date to the date of the show. You can now create the order. Once this has been completed, fill in the Box Office Use Only portion at the bottom of the form with the order name, seat location, cost, your name, and the date. Then pass the form to a fellow box office employee.
Checking a Volume Buyer Form:
All volume buyer forms must be double checked by a second staff member. Things to keep in mind when you're checking a volume buyer order:
- Is it the correct show?
- Is the date/time of the show correct?
- Was the right booking code used (eg VB10)?
- Was the proper number of seats booked?
- Are the seat numbers properly listed on the form?
- Were the seats booked into the correct tier?
- Are the requested by and client name fields properly filled out?
- Was the order placed on hold?
- Was the balance due date set to the day of the show?
If you need to make a correction, be sure you are also using the Volume Buyers user role or else you'll be forced to fill in the 'do you want an email reminder' and 'how did you hear about the show' fields. Once you're satisfied that there are no errors, write your name on the verified line and date the form. This form must now be faxed back to the company.
Faxing:
The fax number is written on the volume buyer form. After making sure the fax machine is set to facsimile, type 9, then the fax number (remember to include the area code). Place the form face up on the machine, and hit start. You can then place the form in the to be filed container on the wall directly opposite the fax machine.
Booking Volume Buyers over the Phone:
The process to do this is very similar to booking with a form, although you may need to either check with your supervisor or in the volume buyer file to determine the proper booking code. Additionally, you do not need another box officer to double check your order. Sometimes the volume buyer might have a credit card to pay immediately; in which case, do not place the order on hold and just continue as you would a typical order. If not, follow the hold instructions from the form section.
Invoicing a Payment:
If there is an amount owing on a VB order when the patrons come to pick up the tickets and they say they've paid at the hotel, you need to invoice the payment. Add a payment, select the Invoice type, type 1 as the Card Number and 1234 as the expiry date. Print off two copies of the invoice, have the guest sign both, then place one in the till and the other in the 'to be filed' bin.
Invoicing a Payment:
If there is an amount owing on a VB order when the patrons come to pick up the tickets and they say they've paid at the hotel, you need to invoice the payment. Add a payment, select the Invoice type, type 1 as the Card Number and 1234 as the expiry date. Print off two copies of the invoice, have the guest sign both, then place one in the till and the other in the 'to be filed' bin.
Thursday, 18 June 2015
How to: Refill the Printer
When the printer runs out, it will make a noise and the last ticket printed will be attached to a piece of empty ticket stock. Extra ticket stock is located in a cardboard box under the counter with the comp cards (near the garbage can). Stand to the left of the printer, and lift off the lid. Place a stack of ticket stock in the printer so that the tickets appear to be rightside up to you, with the free end of the string facing towards the mouth of the printer, and lace the ticket stock through. Replace the lid, and the printer is now restocked.
Tuesday, 16 June 2015
How to: Credit Card Troubleshooting
Card number is invalid: There is a typo somewhere in the credit card number. Repeat the number back to the patron and ask for clarification on any errors.
Authorization error: This one is less straightforward. Most often, it means there is a typo in the expiration date; clarify with the patron, then ask that they double check. If the patron is paying over the phone with a Visa-Debit, this error will also occur. Do not use the authorization code to process Visa debits, as this will always authorize the card even when the patron does not have the finances. We are simply unable to process Visa Debits over the phone. If none of this works, an authorization error can also mean that there is a problem with their card on their end.
Authorization error: This one is less straightforward. Most often, it means there is a typo in the expiration date; clarify with the patron, then ask that they double check. If the patron is paying over the phone with a Visa-Debit, this error will also occur. Do not use the authorization code to process Visa debits, as this will always authorize the card even when the patron does not have the finances. We are simply unable to process Visa Debits over the phone. If none of this works, an authorization error can also mean that there is a problem with their card on their end.
How to: Other Theatres
On occasion, patrons assume we sell tickets for every performance happening on PEI. Here's who to call.
PEI Brewing Company - (902) 629-2739:
Searching for Abegweit - The Island Songs and Stories of Lennie Gallant
Rodd Stewart
The Guild - (902) 620-3333:
Anne and Gilbert
Eastlink Centre - (902) 629-6625:
Shoppers Drug Mart in the Confederation Court Mall - (902) 566-1200:
Confederation Bridge passes
Back Alley Music - (902) 367-3311:
Ticket Pro outlet
Festival of Small Halls - (902) 892-2308:
Victoria Playhouse - (902) 658-2025:
Sexy Laundry
Rope's End
Harbourfront Theatre - (902) 888-2500:
The Affections of May
The 39 Steps
Watermark Theatre - (902) 963-3963:
An Ideal Husband
Romeo and Juliet
PEI Brewing Company - (902) 629-2739:
Searching for Abegweit - The Island Songs and Stories of Lennie Gallant
Rodd Stewart
The Guild - (902) 620-3333:
Anne and Gilbert
Eastlink Centre - (902) 629-6625:
Shoppers Drug Mart in the Confederation Court Mall - (902) 566-1200:
Confederation Bridge passes
Back Alley Music - (902) 367-3311:
Ticket Pro outlet
Festival of Small Halls - (902) 892-2308:
Victoria Playhouse - (902) 658-2025:
Sexy Laundry
Rope's End
Harbourfront Theatre - (902) 888-2500:
The Affections of May
The 39 Steps
Watermark Theatre - (902) 963-3963:
An Ideal Husband
Romeo and Juliet
How to: Building Hours
These are the summer hours for each of the individual portions of Confed:
Box Office: 9am to 8pm, Monday-Saturday
Art Gallery: 9am to 5pm, daily ; Thursday evenings until 8pm
Mavor's: 11am to 9pm, Monday-Wednesday ; 11am to 11pm, Thursday ; 11am to midnight, Friday-Saturday
Library: 10am to 5pm, Friday-Monday ; 10am to 8pm, Tuesday-Thursday
Showcase: 10am to 5pm, Monday-Saturday
Story of Confederation: 9am to 5pm Monday-Saturday, 11am to 4pm Sunday
Box Office: 9am to 8pm, Monday-Saturday
Art Gallery: 9am to 5pm, daily ; Thursday evenings until 8pm
Mavor's: 11am to 9pm, Monday-Wednesday ; 11am to 11pm, Thursday ; 11am to midnight, Friday-Saturday
Library: 10am to 5pm, Friday-Monday ; 10am to 8pm, Tuesday-Thursday
Showcase: 10am to 5pm, Monday-Saturday
Story of Confederation: 9am to 5pm Monday-Saturday, 11am to 4pm Sunday
How to: Festival Bucks
Festival bucks are blue rectangle vouchers the size of a ticket. Each is valued at five dollars, and they can be used towards any of the summer festival shows (but not towards any other performance at the theatre). They can be stacked with each other (eg, if the patron has six vouchers, that is worth thirty dollars); however, they cannot be combined with any other promotion or offer. In effect, this means that if a patron uses festival bucks, they are not eligible for the CAA discount.
To book an order when a patron uses festival bucks, simply select the Festival Bucks option from the drop down menu when you add the payment. Take the festival bucks, write the order number on each one, and place them in your till.
If the festival bucks are any other colour but blue, they are expired and are not valid for this festival season.
To book an order when a patron uses festival bucks, simply select the Festival Bucks option from the drop down menu when you add the payment. Take the festival bucks, write the order number on each one, and place them in your till.
If the festival bucks are any other colour but blue, they are expired and are not valid for this festival season.
Saturday, 13 June 2015
How to: Find an Order
So someone is here to pick up tickets. First you'll check the file under their name, but they aren't there. What now?
- Search their name in Audience View. The most likely case is that the tickets were sent to their email, in which case you can just switch the Selected Delivery Method to pick-up at box office, and reprint them.
- If you're not finding the name, try searching with percent signs. For example, if the name they gave was Dan MacDonald, try searching Dan% M%donald in case it was booked under Danny or Daniel, or McDonald instead of MacDonald.
- Next, ask the patron if there are any other names the tickets could possibly be under. Check the file and repeat steps one and two.
- If the tickets were purchased by a volume buyer such as a hotel or are comps for an organization, try searching using the Customer Organization Name field. The percent signs are also helpful here. Additionally, you can try searching under the Client Name field in these cases.
- Ask if they know where they're sitting. If you double click a seat on the map in Audience View, you can see the order number and customer under which the seat is booked. Additionally, you can press View History to see everyone who previously owned that ticket. Perhaps they had returned the seat..?
- Still nothing? Search under their phone number in Audience View; maybe their profile is under their maiden name or their significant other's name.
- Ask them if they have the credit card the ticket was booked under. From the search orders page, type in the credit card number in the Payment Account Number field.
- If they say the tickets were comps, it could be that they never were booked. Ask who booking them. If it was Joy, it could be your supervisor might know more about it. If it was Sarah Hastelow, you might be able to get in contact with her; her extension is 159. If they handed in a form to us for the comps, check the files in the phone room; they're organized by date.
- If their tickets are for Anne, double check that they didn't actually buy tickets for Anne and Gilbert. If they're unsure, the Guild's telephone number is (902) 620-3333.
- If you're still unable to locate them, it is likely that the tickets were never booked.
How to: Cash Sheets
At the end of your shift, if you had any cash sales, you'll need to do up a cash sheet. They are located in the second drawer of the trolley, and used envelopes for change are in the first.
If you have Cavendish Beach cash sales as well, you will need two cash sheets. To get your totals for Cavendish Beach, ask a supervisor, or log into Elevate using a supervisor's account (everyone has the same email format and same password, BoxOffice1). Once logged in, navigate to Cavendish Beach Music Festival 2015 from the menu on the right, choose tools from the upper bar, and select event reports. Then from the bar on the right select User Sales by Tender Type. Once you submit, your cash total will be listed beside your name.
To get your totals in Audience View, simply select the End of Day balance from the lefthand sidebar. You'll want to note the cash total, Festival Buck total, and gift card totals on the appropriate lines at the top of your cash sheet, if applicable.
Cavendish Beach Cash Sheets:
Always do your Cavendish Beach cash sheet before your Audience View one; if you cannot balance, it is on your AV cash sheet that you should be over/short, not for Cavendish. First, write your name and date on the top of the cash sheet, circle CBMF, and write down you cash total on the cash sales line. The only pertinent section is Cash Summary: count out the appropriate amount of cash, and write down how many of each bill you have. Place change in a used envelope. Write the total on the two total lines, circle over/short if there is any rounding errors due to lack of pennies, and sign below. Be sure all the bills are facing heads side up and properly oriented, then place the bills and envelope in the centre of the paper and fold the paper over into thirds. Flip over the paper so it won't unfurl, and write your first name, CBMF, and the date.
Audience View Cash Sheets:
In terms of cash, Audience View cash sheets are the same as for Cavendish; simply circle AV instead. However, there are also other tender types that must be included.
Gift cards: On the first blank, write the gift card totals as shown in Audience View. On the second, add the totals of all your gift card redemption slips. These two numbers may not match if you have slips from other staff members in your till; however, all slips should be initialed by the staff member who handled the order. Include all slips when you fold up your cash sheet.
Festival Bucks: Festival bucks are similar to gift card slips. Write the number you see in AV on the first line, and the actual total on the second line. All festival bucks should have the order number written on them as well.
American Cash: This is listed under the U.S section of the cash summary. Simply write the total you have in American cash on the first line, rewrite it on the fourth line and @ the current exchange rate (120%), and then on the final line write the Canadian conversion. This converted Canadian amount will be summed with your regular cash total to give the final total cash.
Cheques: Write the signee name, the cheque amount, and the associated order number on the appropriate line of the Cheques section, then write your cheque total the bottom of this section. Then in the cash summary, again write the Cheque total on the Personal line, and again at the bottom line. You will sum this total with the Canadian and American cash totals to get your final total cash. Additionally, be sure the order number is written on the cheque itself.
Other inclusions: Along with everything previously mentioned, you should also include signed credit card receipts, signed volume buyer invoice slips, and used old-style giftcards.
Balancing: Once you do your Cavendish Beach and Audience View cash sheets, count your float. If it does not contain $75, you'll need to remove/add money from your Audience View cash sheet so that it does. Write down your actual total, and circle over/short. If you know the reason for the imbalance, include it in the comments field.
Similar to Cavendish Beach cash sheets, fold your sheet in thirds with all the inclusions inside, flip over the paper, and write your name, AV, and the date. Bring all cash sheets to your supervisor at the end of your shift along with your float.
If you just have gift card slips, credit card slips, invoice receipts, or old-style gift cards, there's no need to do up a cash sheet. Simply give them to someone else on counter if they have cash sales.
If you have Cavendish Beach cash sales as well, you will need two cash sheets. To get your totals for Cavendish Beach, ask a supervisor, or log into Elevate using a supervisor's account (everyone has the same email format and same password, BoxOffice1). Once logged in, navigate to Cavendish Beach Music Festival 2015 from the menu on the right, choose tools from the upper bar, and select event reports. Then from the bar on the right select User Sales by Tender Type. Once you submit, your cash total will be listed beside your name.
To get your totals in Audience View, simply select the End of Day balance from the lefthand sidebar. You'll want to note the cash total, Festival Buck total, and gift card totals on the appropriate lines at the top of your cash sheet, if applicable.
Cavendish Beach Cash Sheets:
Always do your Cavendish Beach cash sheet before your Audience View one; if you cannot balance, it is on your AV cash sheet that you should be over/short, not for Cavendish. First, write your name and date on the top of the cash sheet, circle CBMF, and write down you cash total on the cash sales line. The only pertinent section is Cash Summary: count out the appropriate amount of cash, and write down how many of each bill you have. Place change in a used envelope. Write the total on the two total lines, circle over/short if there is any rounding errors due to lack of pennies, and sign below. Be sure all the bills are facing heads side up and properly oriented, then place the bills and envelope in the centre of the paper and fold the paper over into thirds. Flip over the paper so it won't unfurl, and write your first name, CBMF, and the date.
Audience View Cash Sheets:
In terms of cash, Audience View cash sheets are the same as for Cavendish; simply circle AV instead. However, there are also other tender types that must be included.
Gift cards: On the first blank, write the gift card totals as shown in Audience View. On the second, add the totals of all your gift card redemption slips. These two numbers may not match if you have slips from other staff members in your till; however, all slips should be initialed by the staff member who handled the order. Include all slips when you fold up your cash sheet.
Festival Bucks: Festival bucks are similar to gift card slips. Write the number you see in AV on the first line, and the actual total on the second line. All festival bucks should have the order number written on them as well.
American Cash: This is listed under the U.S section of the cash summary. Simply write the total you have in American cash on the first line, rewrite it on the fourth line and @ the current exchange rate (120%), and then on the final line write the Canadian conversion. This converted Canadian amount will be summed with your regular cash total to give the final total cash.
Cheques: Write the signee name, the cheque amount, and the associated order number on the appropriate line of the Cheques section, then write your cheque total the bottom of this section. Then in the cash summary, again write the Cheque total on the Personal line, and again at the bottom line. You will sum this total with the Canadian and American cash totals to get your final total cash. Additionally, be sure the order number is written on the cheque itself.
Other inclusions: Along with everything previously mentioned, you should also include signed credit card receipts, signed volume buyer invoice slips, and used old-style giftcards.
Balancing: Once you do your Cavendish Beach and Audience View cash sheets, count your float. If it does not contain $75, you'll need to remove/add money from your Audience View cash sheet so that it does. Write down your actual total, and circle over/short. If you know the reason for the imbalance, include it in the comments field.
Similar to Cavendish Beach cash sheets, fold your sheet in thirds with all the inclusions inside, flip over the paper, and write your name, AV, and the date. Bring all cash sheets to your supervisor at the end of your shift along with your float.
If you just have gift card slips, credit card slips, invoice receipts, or old-style gift cards, there's no need to do up a cash sheet. Simply give them to someone else on counter if they have cash sales.
Friday, 12 June 2015
How to: Promos
CAA/AAA:
The only discount we offer year-round is our CAA / AAA discount (Canadian/American Automobile Association) which reduces the price of Tier 1 (and Tier 2 for Alice and Anne) by 10% for cardholders. This discount can only be booked in person with us or over the phone, not online. If a patron calls saying they booked online but they have a CAA card, we are able to refund them the difference (see How to: Returns and Exchanges). To book with the CAA discount, simply select the CAA price type while in the map in Audience View, and type in the card number in the appropriate field in the order summary (if they're in person, you can swipe the card using the small card reader). The CAA discount can not be combined with any other promotional price.
Limited-Time Promos:
While in the map in Audience View, type the promo code given to you by the patron in the Promotional Access Code field. If the promotion is valid for the date you have selected, it should now appear as a price type. Once you activate a promo code for an order, you are able to access it for any valid performance you select within that same order. If the price type does not appear, it is likely that the selected performance is not within the promotional window; search for the promotion under bulletins for more information on the dates and shows for which it is valid, as well as the length of the promotional period. If a patron asks if there are currently any promo codes, it is policy to not give out currently running promotions unless they are widely advertised. One possible response is to say that we send out information on promotions by email whenever they are announced, and offer to add them to our mailing list.
These type of promo codes are valid in person, over the phone, and online. If you need to exchange tickets purchased under a promotion, again see How to: Returns and Exchanges.
The only discount we offer year-round is our CAA / AAA discount (Canadian/American Automobile Association) which reduces the price of Tier 1 (and Tier 2 for Alice and Anne) by 10% for cardholders. This discount can only be booked in person with us or over the phone, not online. If a patron calls saying they booked online but they have a CAA card, we are able to refund them the difference (see How to: Returns and Exchanges). To book with the CAA discount, simply select the CAA price type while in the map in Audience View, and type in the card number in the appropriate field in the order summary (if they're in person, you can swipe the card using the small card reader). The CAA discount can not be combined with any other promotional price.
Limited-Time Promos:
While in the map in Audience View, type the promo code given to you by the patron in the Promotional Access Code field. If the promotion is valid for the date you have selected, it should now appear as a price type. Once you activate a promo code for an order, you are able to access it for any valid performance you select within that same order. If the price type does not appear, it is likely that the selected performance is not within the promotional window; search for the promotion under bulletins for more information on the dates and shows for which it is valid, as well as the length of the promotional period. If a patron asks if there are currently any promo codes, it is policy to not give out currently running promotions unless they are widely advertised. One possible response is to say that we send out information on promotions by email whenever they are announced, and offer to add them to our mailing list.
These type of promo codes are valid in person, over the phone, and online. If you need to exchange tickets purchased under a promotion, again see How to: Returns and Exchanges.
How to: Reset Customer Passwords
If a patron forgets the password to their online account, we are able to reset it from within Audience View. From the customer profile, navigate to the Users tab and click on the email address. In the password field, set the password to something generic such as 12345, and be sure the Expiry Rule is set to Expiry Now. Click 'Change Password', and the patron's password will be temporarily swapped to the password you set. When they log in, they will be prompted to immediately create a new one.
How to: Format Customer Profiles
Names:
Select a title from the drop down menu; the correct formatting is the abbreviation followed by a period, such as Mrs. or Mr.. Ms. is typically considered the default selection for female patrons, and Mr. for male patrons. Enter the first and last names in the appropriate fields, with appropriate capitalization.
Phone numbers:
All phone numbers in the United States and Canada should be of the form 902 628-1864; note there is no brackets around the area code, and there is only a hyphen between the middle three and final four numbers. For out of country phone numbers, just make sure there is one space and one hyphen. Secondary and tertiary phone numbers may be added to a customer profile at the patron's request; the fields are right below the primary phone number in the customer's profile in Audience View.
Addresses:
In the 'Street' box, include the basic street address, eg, 145 Richmond Street. If there is a second portion to the street address, format it as Apt-27 145 Richmond Street. For postal boxes, format it as PO Box 123; no dots between the P and the O, a capital B, and no octothorpe. For routes, write them as RR 2; no dots, no octothorpe.
For provinces and states, we use the two letter abbreviation, not the entire name. A list of abbreviations can be found on each of the bulletin boards in the phone room. Select the appropriate abbreviation from the drop down menu. For countries, we use the entire name, not the abbreviation. Again, select the correct choice from the drop down menu.
For postal codes, write them as C1A 1J1; with a space. For zip codes, it is five numbers with no space.
Emails:
The email is formatted pretty typically, such as boxoffice@confederationcentre.com. However, be sure to ask whether they would like to receive emails regarding new events and promotions at the Centre, and select the appropriate option under the Marketing Data heading.
Select a title from the drop down menu; the correct formatting is the abbreviation followed by a period, such as Mrs. or Mr.. Ms. is typically considered the default selection for female patrons, and Mr. for male patrons. Enter the first and last names in the appropriate fields, with appropriate capitalization.
Phone numbers:
All phone numbers in the United States and Canada should be of the form 902 628-1864; note there is no brackets around the area code, and there is only a hyphen between the middle three and final four numbers. For out of country phone numbers, just make sure there is one space and one hyphen. Secondary and tertiary phone numbers may be added to a customer profile at the patron's request; the fields are right below the primary phone number in the customer's profile in Audience View.
Addresses:
In the 'Street' box, include the basic street address, eg, 145 Richmond Street. If there is a second portion to the street address, format it as Apt-27 145 Richmond Street. For postal boxes, format it as PO Box 123; no dots between the P and the O, a capital B, and no octothorpe. For routes, write them as RR 2; no dots, no octothorpe.
For provinces and states, we use the two letter abbreviation, not the entire name. A list of abbreviations can be found on each of the bulletin boards in the phone room. Select the appropriate abbreviation from the drop down menu. For countries, we use the entire name, not the abbreviation. Again, select the correct choice from the drop down menu.
For postal codes, write them as C1A 1J1; with a space. For zip codes, it is five numbers with no space.
Emails:
The email is formatted pretty typically, such as boxoffice@confederationcentre.com. However, be sure to ask whether they would like to receive emails regarding new events and promotions at the Centre, and select the appropriate option under the Marketing Data heading.
How to: Staff Comps
2015 Festival Comp Policy:
All full-time staff have ten comps divided by shows: two for Anne, two for Evangeline, two for Alice, two for Bittergirl, and two for Hockey Mom, Hockey Dad, as well as ten equity discounts (25% off tier-1 seating that may be used at any time). Part-time staff receive two complimentary tickets for three different shows, for a total of six comps total. These comps are not transferable between shows. Employees that work on a casual basis such as Friends of the Centre volunteers may have a different allotment of comps; check their comp card for details.
For shows in the Homburg Theatre (Anne, Alice, Evangeline), comps can be booked no sooner than seven days prior to the performance, and only if there are more than 350 tickets remaining. For shows at the Mack (Bittergirl), comps are available no sooner than 48 hours prior to the performance and only if there are at least 100 seats remaining. For shows in the Studio (Hockey Mom, Hockey Dad), comps may only be booked within 24 hours of the show and only if there are at least 50 seats remaining.
Booking Comps:
Use the shift-S shortcut to change your Audience View settings to Comp. For Homburg shows, book the seats into the back row of the central balcony. Be sure to change the price type to Comp - Staff. Get the staff member's comp card from the file, and on a new line write the number of comps, and the performance, date and time of show. Use the customer number on the comp card to add the staff member to the order, change the delivery method to hold with a balance due date of the day of the show, and make the order. On the same line of the comp card, write the order number and have the staff member initial. The comps are now booked; tell the staff member that their tickets will be moved to the best available seats at noon on the day of the show. On show day, the supervisor will move all the staff comps and have them printed out with the rest of the batch.
Booking Equity:
Equity tickets can be booked at any time and anywhere within the Tier 1 area; simply select the equity price type when choosing the tickets. However, be sure to write down these equity purchases on the staff members comp card in the same way as outlined above. If an actor from elsewhere is a part of Equity, they can show their equity card to receive the same equity discount; just include their equity number in the comments of the order.
All full-time staff have ten comps divided by shows: two for Anne, two for Evangeline, two for Alice, two for Bittergirl, and two for Hockey Mom, Hockey Dad, as well as ten equity discounts (25% off tier-1 seating that may be used at any time). Part-time staff receive two complimentary tickets for three different shows, for a total of six comps total. These comps are not transferable between shows. Employees that work on a casual basis such as Friends of the Centre volunteers may have a different allotment of comps; check their comp card for details.
For shows in the Homburg Theatre (Anne, Alice, Evangeline), comps can be booked no sooner than seven days prior to the performance, and only if there are more than 350 tickets remaining. For shows at the Mack (Bittergirl), comps are available no sooner than 48 hours prior to the performance and only if there are at least 100 seats remaining. For shows in the Studio (Hockey Mom, Hockey Dad), comps may only be booked within 24 hours of the show and only if there are at least 50 seats remaining.
Booking Comps:
Use the shift-S shortcut to change your Audience View settings to Comp. For Homburg shows, book the seats into the back row of the central balcony. Be sure to change the price type to Comp - Staff. Get the staff member's comp card from the file, and on a new line write the number of comps, and the performance, date and time of show. Use the customer number on the comp card to add the staff member to the order, change the delivery method to hold with a balance due date of the day of the show, and make the order. On the same line of the comp card, write the order number and have the staff member initial. The comps are now booked; tell the staff member that their tickets will be moved to the best available seats at noon on the day of the show. On show day, the supervisor will move all the staff comps and have them printed out with the rest of the batch.
Booking Equity:
Equity tickets can be booked at any time and anywhere within the Tier 1 area; simply select the equity price type when choosing the tickets. However, be sure to write down these equity purchases on the staff members comp card in the same way as outlined above. If an actor from elsewhere is a part of Equity, they can show their equity card to receive the same equity discount; just include their equity number in the comments of the order.
Thursday, 11 June 2015
How to: Returns and Exchanges
Exchange basics:
Our return/exchange policy is that as long as it is not the day of the show, we can return/exchange tickets at a charge of three dollars per ticket. Our return/exchange policy is on the back of every ticket, and we inform our patrons of this policy at the end of every order.
To perform an exchange, simply remove the seats in Audience View, and then add seats for the new performance to the order as you normally would. Next, navigate into the Miscellaneous Items tab and add a quantity of Return/Exchange fees corresponding to the number of tickets they are switching. If they are doing their exchange in person but the tickets were purchased online or over the phone, also add an appropriate number of Phone/Internet Convenience Fees to the order through the same tab. Take payment, and when you put through the order, you'll be prompted to give a reason for the ticket switch. It is not necessary that they bring in the tickets to have them replaced; they may dispose of them themselves. If the patron is calling to do the switch, offer to send their new tickets by email or have them left for pickup at the Box Office.
Return basics:
Returning is very similar, except in addition to the return/exchange fee and possibly the phone/internet convenience fee if the tickets had been booked over the phone, also add a Return/Exchange gift card from the miscellaneous items tab. If you need help making a gift card, see How to: Gift Card Basics.
Exchanging tickets purchased under a promotion:
If the patron wants to switch their tickets and the originals were purchased with a promo code, they can keep that promotion on their new tickets, even if the promotional period is over. However, they must abide by the original restrictions of the promotion. If you're unsure for which dates the promo was valid, search the bulletins for the promo code. It's easiest to add the new tickets before you remove the old ones, since then the promo price type will be activated for the order and will show up in the price list; if you take away the seats first, you might not be able to activate the promo if it's outside the promotional window.
Returns onto a credit card:
In most situations, it is against Centre policy to return back to a credit card. However, in some situations it is appropriate, such as if the patron wants you to add the CAA discount to an order they had made online, or if you were the one who made the mistake. There is only one way to do returns onto a credit card that do not require supervisor override; if you're getting a validation error, be sure you're using the proper return method. First, make all the changes to the order that you want to make. The amount the order is overpaid should show in red under amount due on the righthand side of the summary window. Expand the credit card payment, and click partial refund. Process the order, and the balance should have successfully been put onto the patron's credit card. You won't need the patron's card to do this, unless the original payment had been made in person; then, you will need them to put their card in the reader, and have your supervisor override.
Our return/exchange policy is that as long as it is not the day of the show, we can return/exchange tickets at a charge of three dollars per ticket. Our return/exchange policy is on the back of every ticket, and we inform our patrons of this policy at the end of every order.
To perform an exchange, simply remove the seats in Audience View, and then add seats for the new performance to the order as you normally would. Next, navigate into the Miscellaneous Items tab and add a quantity of Return/Exchange fees corresponding to the number of tickets they are switching. If they are doing their exchange in person but the tickets were purchased online or over the phone, also add an appropriate number of Phone/Internet Convenience Fees to the order through the same tab. Take payment, and when you put through the order, you'll be prompted to give a reason for the ticket switch. It is not necessary that they bring in the tickets to have them replaced; they may dispose of them themselves. If the patron is calling to do the switch, offer to send their new tickets by email or have them left for pickup at the Box Office.
Return basics:
Returning is very similar, except in addition to the return/exchange fee and possibly the phone/internet convenience fee if the tickets had been booked over the phone, also add a Return/Exchange gift card from the miscellaneous items tab. If you need help making a gift card, see How to: Gift Card Basics.
Exchanging tickets purchased under a promotion:
If the patron wants to switch their tickets and the originals were purchased with a promo code, they can keep that promotion on their new tickets, even if the promotional period is over. However, they must abide by the original restrictions of the promotion. If you're unsure for which dates the promo was valid, search the bulletins for the promo code. It's easiest to add the new tickets before you remove the old ones, since then the promo price type will be activated for the order and will show up in the price list; if you take away the seats first, you might not be able to activate the promo if it's outside the promotional window.
Returns onto a credit card:
In most situations, it is against Centre policy to return back to a credit card. However, in some situations it is appropriate, such as if the patron wants you to add the CAA discount to an order they had made online, or if you were the one who made the mistake. There is only one way to do returns onto a credit card that do not require supervisor override; if you're getting a validation error, be sure you're using the proper return method. First, make all the changes to the order that you want to make. The amount the order is overpaid should show in red under amount due on the righthand side of the summary window. Expand the credit card payment, and click partial refund. Process the order, and the balance should have successfully been put onto the patron's credit card. You won't need the patron's card to do this, unless the original payment had been made in person; then, you will need them to put their card in the reader, and have your supervisor override.
Wednesday, 10 June 2015
How to: Batch
Standard Batch Protocol:
On the top right corner of the envelope, write the patron's name as it appears on the ticket, not on the receipt. Next, above the window of the envelope write the performance name, date, and time of show. Place the tickets and receipt in the envelope with the receipt on top, so that the patron information shows through the window. We sort first by show, and then alphabetically by patron name. Pay special attention to the M's: we put all the Mac's first, then the Mc's, then the M's, even if you have a name like Mann which in a dictionary would come first.
Volume Buyers:
If an order is from a volume buyer, write the guest name in the top right corner, and beneath that include the organisation with which the patron is affiliated. If the payment is invoiced (instead of a receipt there is a piece of ticket stock with a signature line), be sure to put an asterisk and VB to remind the staff member who hands out the tickets that they need the guest to sign. Additionally, you need to go into Audience View and print a second copy of the invoice (check the box by the invoice payment and press the print button at the bottom of the screen), and include both copies in the ticket envelope.
Further Protocol:
On the top right corner of the envelope, write the patron's name as it appears on the ticket, not on the receipt. Next, above the window of the envelope write the performance name, date, and time of show. Place the tickets and receipt in the envelope with the receipt on top, so that the patron information shows through the window. We sort first by show, and then alphabetically by patron name. Pay special attention to the M's: we put all the Mac's first, then the Mc's, then the M's, even if you have a name like Mann which in a dictionary would come first.
Volume Buyers:
If an order is from a volume buyer, write the guest name in the top right corner, and beneath that include the organisation with which the patron is affiliated. If the payment is invoiced (instead of a receipt there is a piece of ticket stock with a signature line), be sure to put an asterisk and VB to remind the staff member who hands out the tickets that they need the guest to sign. Additionally, you need to go into Audience View and print a second copy of the invoice (check the box by the invoice payment and press the print button at the bottom of the screen), and include both copies in the ticket envelope.
Further Protocol:
- If you notice that a name is not capitalized, written all in caps, or there is some other problem with the customer information, pull up the profile in Audience View and correct the mistakes as you go. You do not need to reprint the tickets, but this assures that their information will be formatted correctly the next time they purchase (typically, these formatting issues occur only in orders that were created online).
- If a large group order is present in the batch, you don't need to rip each ticket. Instead, fill out the envelope as you normally would, then attach it to the front of the connected ticket stack using a rubber band.
- Be sure that you're not using the old envelopes for batch. The new envelopes have a rectangular flap and colour on the back.
- If the order printed out is for VIP, remove the "please pick up your vouchers" piece of ticket stock, add the appropriate number of vouchers to the envelope, and record the number on the vouchers in the comments area of the order summary in Audience View.
- If you would like to try your hand at coming up with batch puns, there is a running list of batch-styled song titles on the bulletin board next to the supervisor computer.
Wednesday, 3 June 2015
How to: Let in the Show
Preparing to let in the show:
An hour before showtime, your supervisor will come out to adjust the stanchions. At this point, your job is to help put the chairs in the hallway and put the signs up: prepaid tickets for first wicket, tonight's/matinee sales for middle wicket, and future sales for third wicket. For a matinee, set your phone to Not Ready, or for an evening performance, log out. Remove the theatre map from first wicket. While letting in the show, it is expected that you will have no websites open aside from Audience View.
First wicket:
Your role is to hand out tickets with the help of the supervisor. As each patron comes up to you, ask what name their tickets are under, and your supervisor will hand you the correct envelope. Open the envelope, show them their tickets and receipt, and gesture to the appropriate aisle. It may be helpful to let them know how long remains until doors open (doors open half an hour before show time), or how long until curtain. If their tickets cannot be found under will call, you will need to look them up in Audience View. Oftentimes, they had their tickets selected to be sent by email instead of to pickup at box office, so just change this setting on the order, apply changes, and reprint.
While on first wicket, handing out tickets is your only role. Even if you are not helping a patron and there are lines at second and third wicket, if a customer looking to purchase comes to you, you must direct them to second or third so you remain available for patrons coming in to see the show.
Second wicket:
Your role is to sell tickets for the performance which is about to start. If there is nobody in your lineup, your secondary duty is to hand out tickets like the first wicket operator. Gesture to the person at the front of the first wicket line, and tell them you can help them at your wicket. If it is busy and someone attempts to purchase tickets from you for a future date, direct them to the third wicket operator.
Third wicket:
Your role is to sell tickets for any performance, make gift cards, or any other future sales. If you're not busy, you can help out first or second wicket.
An hour before showtime, your supervisor will come out to adjust the stanchions. At this point, your job is to help put the chairs in the hallway and put the signs up: prepaid tickets for first wicket, tonight's/matinee sales for middle wicket, and future sales for third wicket. For a matinee, set your phone to Not Ready, or for an evening performance, log out. Remove the theatre map from first wicket. While letting in the show, it is expected that you will have no websites open aside from Audience View.
First wicket:
Your role is to hand out tickets with the help of the supervisor. As each patron comes up to you, ask what name their tickets are under, and your supervisor will hand you the correct envelope. Open the envelope, show them their tickets and receipt, and gesture to the appropriate aisle. It may be helpful to let them know how long remains until doors open (doors open half an hour before show time), or how long until curtain. If their tickets cannot be found under will call, you will need to look them up in Audience View. Oftentimes, they had their tickets selected to be sent by email instead of to pickup at box office, so just change this setting on the order, apply changes, and reprint.
While on first wicket, handing out tickets is your only role. Even if you are not helping a patron and there are lines at second and third wicket, if a customer looking to purchase comes to you, you must direct them to second or third so you remain available for patrons coming in to see the show.
Second wicket:
Your role is to sell tickets for the performance which is about to start. If there is nobody in your lineup, your secondary duty is to hand out tickets like the first wicket operator. Gesture to the person at the front of the first wicket line, and tell them you can help them at your wicket. If it is busy and someone attempts to purchase tickets from you for a future date, direct them to the third wicket operator.
Third wicket:
Your role is to sell tickets for any performance, make gift cards, or any other future sales. If you're not busy, you can help out first or second wicket.
How to: Cavendish Beach Music Festival
Login:
https://festivalticketing.com/admin/
You must login through Mozilla Firefox browser in order for the website to work most efficiently. Your login information is, generally:
username: firstname@ccoa.ccoa
password: BoxOffice1
Creating a new Order:
Ask if they have purchased tickets before.
If yes, search them on the right hand side by last name where it says 'Search'
Once you've found them, reconfirm all of their information
Click 'Submit'
If no, Click ' + New Customer' on the right hand side
Fill in the information
Click 'Submit'
Notes:
3. Click '+ New Order' on the right hand side
4. Click '+Click for Credentials' top and center
5. Select the options they want and a pop up window will appear
6. Enter the quantity and Click 'Add to Cart'
7. Reconfirm information in their cart and then click 'Checkout' on the right hand side
8. Select mailing option (Remind them the bracelets will be mailed to the address of the credit card)
** CANNOT CHOOSE WILL CALL OPTION**
9. Select method of payment (Note: We only take Cash or Credit Cards, not Debit)
10. Fill in ALL fields
11. Remind them of the Return-Exchange Policy and then agree to terms.
12. Click 'Process Order'
13. Print a copy of their receipt on 'Cavendish Beach' printer
Return Exchange Policy:
There are no returns or exchanges on any orders. If cancelled due to unforeseen circumstances there is no refund unless applicable unless required by law.
Cash Sheets:
A seperate cash sheet must be prepared for all sales made for Cavendish Beach sales. In order to receive your numbers you must ask the supervisor for your daily totals.
Instead of writing A/V as per usual Daily Cash Sheets, replace it with CMBF and circle that at the top and fill in the same way.
https://festivalticketing.com/admin/
You must login through Mozilla Firefox browser in order for the website to work most efficiently. Your login information is, generally:
username: firstname@ccoa.ccoa
password: BoxOffice1
- Enter your information and click 'Submit'
- Click 'Cavendish Beach Music Festival 2015' (on the far right hand side)
Creating a new Order:
- Click 'Customer Service' (on top menu)
- Select 'Customers/New Order'
Ask if they have purchased tickets before.
If yes, search them on the right hand side by last name where it says 'Search'
Once you've found them, reconfirm all of their information
Click 'Submit'
If no, Click ' + New Customer' on the right hand side
Fill in the information
Click 'Submit'
Notes:
- The bracelet is mailed to the address you list. This address must be the same one as the credit card being used. (Even if they are purchasing for someone else, you must send it to the person who purchased them and they can pass along)
- Postal codes are mandatory, so if they do not know it google search.
- Email addresses are mandatory.
3. Click '+ New Order' on the right hand side
4. Click '+Click for Credentials' top and center
5. Select the options they want and a pop up window will appear
6. Enter the quantity and Click 'Add to Cart'
7. Reconfirm information in their cart and then click 'Checkout' on the right hand side
8. Select mailing option (Remind them the bracelets will be mailed to the address of the credit card)
** CANNOT CHOOSE WILL CALL OPTION**
9. Select method of payment (Note: We only take Cash or Credit Cards, not Debit)
10. Fill in ALL fields
11. Remind them of the Return-Exchange Policy and then agree to terms.
12. Click 'Process Order'
13. Print a copy of their receipt on 'Cavendish Beach' printer
Return Exchange Policy:
There are no returns or exchanges on any orders. If cancelled due to unforeseen circumstances there is no refund unless applicable unless required by law.
Cash Sheets:
A seperate cash sheet must be prepared for all sales made for Cavendish Beach sales. In order to receive your numbers you must ask the supervisor for your daily totals.
Instead of writing A/V as per usual Daily Cash Sheets, replace it with CMBF and circle that at the top and fill in the same way.
How to: Call your Coworkers
Every Box Officer has their own extension that is the same no matter which phone they are currently using:
Alyssa: 405
Angela: 414
Danielle: 421
David: 415
Emily: 406
Emma: 401
Jason: 402
Laura:
Lynn: 404
Sam: 413
Sean: 412
Shannon: 400
Stephen: 420
Terry: 403
Tracey: 408
Will: 416
Alyssa: 405
Angela: 414
Danielle: 421
David: 415
Emily: 406
Emma: 401
Jason: 402
Laura:
Lynn: 404
Sam: 413
Sean: 412
Shannon: 400
Stephen: 420
Terry: 403
Tracey: 408
Will: 416
How to: Be Last on Counter
Settling gift card batch:
On the CHASE Paymentech terminal, press the green button, then 8- Settlement. Click accept for everything, and leave it to print. Press Settlement from the main menu of the old gift card machine as well, and accept until a settlement prints out (the password is 12345). If the machine was not used that day, it may tell you that the batch is empty; that's okay, that means there's no report. Collect the print outs, as you'll bring them back to your supervisor along with your float.
Closing up:
Make sure all the wickets are shut, including the wheelchair window. Double check that all the phones are logged out, and hang up the hours sign in middle wicket. Open the drawers to all the tills. Turn off the lights over third and first wicket, but leave the middle wicket light on to illuminate the sign. Take your cash and the settlement slips and go in back, turning off the overhead box office lights from the switches in the hall as you do so.
On the CHASE Paymentech terminal, press the green button, then 8- Settlement. Click accept for everything, and leave it to print. Press Settlement from the main menu of the old gift card machine as well, and accept until a settlement prints out (the password is 12345). If the machine was not used that day, it may tell you that the batch is empty; that's okay, that means there's no report. Collect the print outs, as you'll bring them back to your supervisor along with your float.
Closing up:
Make sure all the wickets are shut, including the wheelchair window. Double check that all the phones are logged out, and hang up the hours sign in middle wicket. Open the drawers to all the tills. Turn off the lights over third and first wicket, but leave the middle wicket light on to illuminate the sign. Take your cash and the settlement slips and go in back, turning off the overhead box office lights from the switches in the hall as you do so.
How to: Complimentary Ticket Vouchers
If someone comes up with a sheet of paper that says "COMPLIMENTARY TICKET VOUCHER" at the top, they are entitled to a comp of some kind.
The sheet will ask for information from the recipient (Name, Address, Home Phone, and Email). If the recipient has not filled this information in yet, you can likely find most of it in their customer profile in AudienceView.
Under the customer information, the sheet will specify the Performance for which the comp tickets can be booked. There will also likely be a range of applicable dates. We will generally stick to these dates, but sometimes patrons will ask to use the vouchers for another date. If they insist, ask a supervisor or Ashley.
The number of tickets will be specified on the sheet as well. If the patron wants more seats, he or she will have to purchase them.
To book the tickets, first switch roles to "Comp" by hitting Shift+S. Go into the performance and select the appropriate type of comp under "Price Type" (this will be specified at the bottom of the voucher sheet under "Box Office Booking Code").
Attach the patron's customer profile (matching the information on the voucher) as normal.
When the order is complete, record the Order# at the bottom of the voucher in the space provided. Include the date and time of the performance as well, because the vouchers are filed by performance date and it will save the person filing from having to look the order up.
When you're done, place the voucher in the "To Be Filed" basket beside the printer.
The sheet will ask for information from the recipient (Name, Address, Home Phone, and Email). If the recipient has not filled this information in yet, you can likely find most of it in their customer profile in AudienceView.
Under the customer information, the sheet will specify the Performance for which the comp tickets can be booked. There will also likely be a range of applicable dates. We will generally stick to these dates, but sometimes patrons will ask to use the vouchers for another date. If they insist, ask a supervisor or Ashley.
The number of tickets will be specified on the sheet as well. If the patron wants more seats, he or she will have to purchase them.
To book the tickets, first switch roles to "Comp" by hitting Shift+S. Go into the performance and select the appropriate type of comp under "Price Type" (this will be specified at the bottom of the voucher sheet under "Box Office Booking Code").
Attach the patron's customer profile (matching the information on the voucher) as normal.
When the order is complete, record the Order# at the bottom of the voucher in the space provided. Include the date and time of the performance as well, because the vouchers are filed by performance date and it will save the person filing from having to look the order up.
When you're done, place the voucher in the "To Be Filed" basket beside the printer.
How to: Old Gift Cards
Someone is paying with an old gift card:
The gift cards currently in use by CCOA are lime green, but the older, multi-coloured gift cards are still valid. The procedure in Audience View to redeem these cards is very similar, though if a patron does not know their balance, instead of having to call a number there is a website (use the cardholders section, not merchants).
Instead of the CHASE Paymentech terminal, old gift cards use the other machine labelled "GIFTCARDS ONLY". Press the purple menu button, then sale, and 1 for the employee ID. Type in the entire amount on the gift card, say 'no' to the prompt for tip, then swipe. As usual, the customer copy will go to the patron, and after initialing and writing the order number on the merchant copy, place that one in your till.
Note that you must take ALL the money off of the old gift cards, not just the amount the patron is using for the tickets. We are attempting to take old gift cards out of circulation, so their remaining balance will be placed on a new gift card. To do this, follow the typical procedure for making a gift card, except instead of using the Gift or Return/Exchange fields in Audience View, use the Conversion field. Then just make a green gift card as you normally would, write the balance on the sticker, and give it to the patron. Be sure to place the merchant copy for this gift card in your till, as well as the old gift card. The gift card should be folded up in your cash sheet along with your cash sales and signed receipts.
The gift cards currently in use by CCOA are lime green, but the older, multi-coloured gift cards are still valid. The procedure in Audience View to redeem these cards is very similar, though if a patron does not know their balance, instead of having to call a number there is a website (use the cardholders section, not merchants).
Instead of the CHASE Paymentech terminal, old gift cards use the other machine labelled "GIFTCARDS ONLY". Press the purple menu button, then sale, and 1 for the employee ID. Type in the entire amount on the gift card, say 'no' to the prompt for tip, then swipe. As usual, the customer copy will go to the patron, and after initialing and writing the order number on the merchant copy, place that one in your till.
Note that you must take ALL the money off of the old gift cards, not just the amount the patron is using for the tickets. We are attempting to take old gift cards out of circulation, so their remaining balance will be placed on a new gift card. To do this, follow the typical procedure for making a gift card, except instead of using the Gift or Return/Exchange fields in Audience View, use the Conversion field. Then just make a green gift card as you normally would, write the balance on the sticker, and give it to the patron. Be sure to place the merchant copy for this gift card in your till, as well as the old gift card. The gift card should be folded up in your cash sheet along with your cash sales and signed receipts.
How to: Gift Card Basics
Someone is paying with a gift card:
In Audience View, select Add Payment and choose 'gift card' from the drop down menu. If they have a lime green gift card, you'll want to use the CHASE Paymentech terminal. If they give you a gift card with four different coloured squares, see How to: Old Gift Cards.
Press the green button on the terminal, and then 4- Gift and 1- Redemption. Type in the amount they are paying, then swipe. You will be given two receipts; write the order number on the top of the merchant copy along with your initials and place it in your till, and give the customer copy back to the patron. If there is money left on the gift card, place a new white sticker on the top right corner and write down the new balance. If the gift card is now empty, return it to the pile of empty gift cards.
If the patron does not know how much money is on their card, call 1-800-242-5353 and follow the prompts on the automated system to find out the balance.
Gift cards can be used over the phone. When prompted to swipe the card, simply type in the card number instead.
Gift cards can be used over the phone. When prompted to swipe the card, simply type in the card number instead.
Someone wants to buy a gift card:
In Audience View, click on the Miscellaneous Items tab in the lefthand sidebar and choose gift card. If the patron is buying a gift card, you'll want to put 1 in the Gift field. Keep in mind this is the number of gift cards, not the amount on the card; if you type 30, thirty gift cards will be added to the order. You should automatically be returned to the order summary. Now click the Other tab in the top bar. Change the amount field to the amount of money they'd like on the card, and press update details. A gift card is now added to the order, and you can proceed as you would normally.
To make the gift card, go the CHASE Paymentech terminal and press the green button, then 4- Gift and 0- Issuance/Add. Press enter to accept 1 for the number of gift cards (even if you're making multiple, don't try to do multiple at once as it makes balancing the slips more difficult for supervisors). Enter the amount they'd like on the gift card, enter, and swipe. For the payment method, select 3- Cash/Comp. Write the balance on the white gift card sticker, place the card in one of the 'give the gift of the arts' holders, and put it in a ticket envelope along with the customer copy of the receipt. Write the order number on the merchant copy along with your initials and place it in your till.
Returns:
Gift cards are made for returns in exactly the same way as for purchases, just instead of using the Gift field to add a gift card in Audience View, use Return/Exchange. The rest of the procedure is identical. If the customer is returning over the phone, write their name on the envelope and place it alphabetically in the gift card file (beside the batch file).
Gift Cards and Cash Sheets:
Only gift card payments are recorded on your cash sheet, although you should include all gift card slips when you hand your sheet in to your supervisor, as well as any old gift cards, signed invoice payments, and signed credit card receipts. Under Gift Card Totals (AV) write down the total given for gift cards in your End of Day Balance report from Audience View. Under Gift Card Slip Totals, write down the total of all your gift card redemption slips from your till. While these numbers will often be the same, they may differ as operators on phones will put their slips into the tills of counter operators.
How to: Take/Convert American Money
Conversions:
This summer, we are taking American money (USD) at an exchange rate of 120%. Therefore, every $1.00 USD is worth $1.20 CAD.
If a patron gives you American money and you want to know how much it is worth in Canadian dollars, multiply the USD amount by 1.2 (there should be calculators on counter and on every computer in the Start menu):
(USD)(1.2) = CAD
Enter the converted CAD amount into the "Tendered Amount" field on the payment window in AudienceView and make change as normal.
If you have Canadian money and you want to know how much it is worth in American dollars, divide the CAD amount by 1.2:
(CAD)/(1.2) = USD
This summer, we are taking American money (USD) at an exchange rate of 120%. Therefore, every $1.00 USD is worth $1.20 CAD.
If a patron gives you American money and you want to know how much it is worth in Canadian dollars, multiply the USD amount by 1.2 (there should be calculators on counter and on every computer in the Start menu):
(USD)(1.2) = CAD
Enter the converted CAD amount into the "Tendered Amount" field on the payment window in AudienceView and make change as normal.
If you have Canadian money and you want to know how much it is worth in American dollars, divide the CAD amount by 1.2:
(CAD)/(1.2) = USD
Cash Sheets:
When doing up your cash sheet at the end of your shift, you report American money separately from Canadian money in the "Cash Summary" section.
Record the actual USD amount on the "U.S. Cash" line. There is room to show the calculation of the CAD value of the American money on the "Add Exchange" line (________@___%). Record the converted CAD value of the American money underneath the "Add Exchange" line and add it to your CAD and Cheque totals to find your final cash total.
How to: Outgoing Calls
Calling locally:
Dial a 9, then proceed with the rest of the phone number. If you forget the 9, you may accidentally call someone in the building. Also note that local calls now require the 902 area code.
Calling long-distance:
Dial 9, then 1, and then the phone number. A beep will follow, and now type the long distance code, 790.
Dial a 9, then proceed with the rest of the phone number. If you forget the 9, you may accidentally call someone in the building. Also note that local calls now require the 902 area code.
Calling long-distance:
Dial 9, then 1, and then the phone number. A beep will follow, and now type the long distance code, 790.
How to: Transfers and Extensions
The phone list is located here; everyone at CCOA has their own three digit extension. When you're logged into your phone, your extension is listed in the top right hand corner of the screen.
To call someone by extension:
Simply dial their three digit number.
To transfer a caller:
While on the phone, a transfer button will appear at the bottom of the screen. Click it, dial the extension, and press transfer again. You will be able to hear the phone ringing and can safely hang up without dropping the call.
Handy extensions to have memorized:
Ashley - 163
Supervisor phone - 145
Commissionaire - 130
To call someone by extension:
Simply dial their three digit number.
To transfer a caller:
While on the phone, a transfer button will appear at the bottom of the screen. Click it, dial the extension, and press transfer again. You will be able to hear the phone ringing and can safely hang up without dropping the call.
Handy extensions to have memorized:
Ashley - 163
Supervisor phone - 145
Commissionaire - 130
How to: Phones Basics
Logging in:
To log into your phone at the start of your shift, press the 'services' button in the bottom right panel (the globe icon). Your UserID is a four-digit code that is specific to you (type it in like those old flip phones; you have to press the '3' key four times to get the digit three, for example), and the password is 12345. Wait for the system to finish logging in, then press services again and select 1- Agent One Button Login. Press 'State' and 1 for Ready; you will now be able to take phone calls. If you need to stop taking calls, press State again and 1 for Not Ready. If you miss a phone call, you will automatically be put on Not Ready, so be sure to change your state when you are prepared to answer calls again.
Answering the phone:
"Bonjour, Confederation Centre Box Office. My name is _____, how can I help you?" is the typical phone opener. If you ever need to put someone on hold, a hold button will appear at the bottom right hand corner of the screen when you're on a phone call.
Logging out:
First, press State and select 2- Logout. Next, press services and choose 2- Extension Mobility. Agree to the logout, and the phone is now ready for another operator to log in.
To log into your phone at the start of your shift, press the 'services' button in the bottom right panel (the globe icon). Your UserID is a four-digit code that is specific to you (type it in like those old flip phones; you have to press the '3' key four times to get the digit three, for example), and the password is 12345. Wait for the system to finish logging in, then press services again and select 1- Agent One Button Login. Press 'State' and 1 for Ready; you will now be able to take phone calls. If you need to stop taking calls, press State again and 1 for Not Ready. If you miss a phone call, you will automatically be put on Not Ready, so be sure to change your state when you are prepared to answer calls again.
Answering the phone:
"Bonjour, Confederation Centre Box Office. My name is _____, how can I help you?" is the typical phone opener. If you ever need to put someone on hold, a hold button will appear at the bottom right hand corner of the screen when you're on a phone call.
Logging out:
First, press State and select 2- Logout. Next, press services and choose 2- Extension Mobility. Agree to the logout, and the phone is now ready for another operator to log in.
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