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.
Showing posts with label counter. Show all posts
Showing posts with label counter. Show all posts
Wednesday, 24 June 2015
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: 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.
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: 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.
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