Employee ManualUnion Information Center 1st & 3rd LevelsUniversity of North Texas Student Union

Table of Contents iii

Table of Contents

Introduction

Chapter 1………………………………………………………………………………………………………………………7Dress CodeFirst Floor Opening ProcedureThird Floor Opening ProcedureE-mail RulesPhone EtiquetteHow to Use RadioTicket MakerID Access Website

Chapter 2……………………………………………………………………………………………………………………15Cash Register FunctionsCredit Card Machine FunctionsWill Call Procedure

Chapter 3……………………………………………………………………………………………………………………..18 Lost and Found

Chapter 4……………………………………………………………………………………………………………………19Loaning Novelty ItemsLoaning Flatbed DolliesLoaning Gaming Equipment

Chapter 5……………………………………………………………………………………………………………………23 Parking ValidationOffice Supply Replenishment

Chapter 6……………………………………………………………………………………………………………………25 Shift ChangesCounting Out ProcedureFirst Floor Closing ProcedureThird Shift/Third Floor Closing Procedure

Introduction v

Introduction

This manual is to encourage employees of the Union Information Center to perform their job responsibilities to the highest level possible. This manual will also serve as an aide of confidence to ensure that each member of the team is able to perform each task independently and with ease. Introduction

Chapter 1 7

Chapter 1

Dress CodeStandard Dress for the Information Center consists of UNT Union provided t-shirts, polo shirts, both black and green, or Union Masterplan Project t-shirts. Employees may wear any shirt on any day except for Friday when all employees are encouraged to wear the Union Masterplan Project t-shirt. Information Center employees may wear any type of bottoms as long as they do not have holes in them and appear to be clean. Shoes of any type are allowed as well.

Names tags are expected to be worn every shift near the employees right shoulder.

First Floor Opening ProcedureWhen you are assigned to open the first level Information Center you are expected to arrive between 7:30am and 8:00am. Opening duties include

8 Union Information Center Employee Manual

1. Go to the 3rd floor Building Managers’ Office and get them to walk down and unlock the booth or call them.

2. Open top half of the door and close bottom half.3. Turn on the computer and computer monitor.4. Turn on the radio by turning the knob to the right.5. Open sliding glass window. The key to the window is located in the top desk drawer

to the left and is labeled “Syndicate Window Key.”6. Sit down, smile, and wait for customers.

Third Floor Opening ProcedureThe employee who is assigned to open the third level is expected to arrive between 7:30am and 8:00am. Their lists of opening duties include:

1. Stop by the Building Managers’ Office and get them to raise the gate and unlock the far left safe.

2. Turn on the computers and monitors.3. Un-forward the phone lines by selecting a line and pressing *73 for each line.

Chapter 1 9

4. Turn on radio located on the back wall by the bulletin board.5. Get the cash bag out of the safe and go to back counter to count in money.6. Grab a register drawer. 7. Open the bag and begin counting money.8. Place money in the drawer highest to lowest from left to right but you will skip the

first opening as that is for big bills. a. There will be five 20 dollar bills b. Ten 10 dollar billsc. Twenty 5 dollar bills d. Fifty 1 dollar bills grouped into two sets of $25.e. Two rolls of quarters equaling $20 f. A roll of dimes equaling $5 g. A roll of nickels equaling $2 h. A roll of pennies equaling $.50

9. Record the total on the sheet that is in the cash bag and the total which should equal $377.50 if for some reason there is not $377.50 immediately call Addie Jackson at extension 3817 and tell her so that she may fix the error. She is the same person to all if you need more coins or bills.

10. Place the drawer in the register and close the register.11. Check the inventory of consignment tickets that are located in the second drawer

below the cash register. Record the totals on the inventory sheet located in the same drawer.

12. Log in into the computer with your EUID and password provided by UNT.13. Open Outlook e-mail by clicking the icon. 14. Open the cash register software by clicking the icon that has a picture of a cash

register.15. Log into the register.16. Open Ticketmaker.17. If there are tickets being sold open the card swipe software and log in using your

EUID and password.18. Sit down, smile, and wait for customers.

E-mail Rules

Student employees in the Information Center have a separate e-mail account from their normal student e-mail that they are expected to have open and check during each of their shifts. Student employees are also expected to e-mail others whose names appear on lost items in an attempt to return the lost item to the customer. The e-mail should include

10 Union Information Center Employee Manualemployee’s name, information center number, reason for contact, and employee’s signature made the IT department.

Phone EtiquetteEach employee is expected to answer the phone by the third ring and politely greet each phone customer. In the greeting the employee should clearly announce which department the customer has called and state the employee’s name. Please, thank you, yes sir/no sir/ ma’am are encouraged phrases.

Chapter 1 11

How to use radio

Often times Information Center employees have to make requests over the radio to Union employees and the proper way to do that is

1. Turn up radio to an acceptable volume2. Hold down center button and speak clearly3. State the person’s name4. Let go of center button5. Wait for the person to respond 6. Make comments short and to the point over radio because others may need to speak

over the radio as well.

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Ticket MakerTicket maker is the system where non-consignment tickets are printed from. To open that system:

1. Click on the icon2. Select the event 3. Select the ticket type 4. To print the ticket enter the price and then click the word ticket and the ticket will

print

Chapter 1 13

ID access websiteThe Information Center uses a website that validates whether customers qualify to get student, faculty, staff, or alumni discounts. To log onto the website see “Third floor opening procedure.”

1. Select the event2. Get customer’s UNT ID 3. Place right thumb on their picture4. Swipe card 5. Push enter button

14 Union Information Center Employee Manual

Chapter 2 15

Chapter 2

Cash Register FunctionsMany functions may be performed on the cash register and each employee is encouraged to take their time in performing register functions.

To break large bills into smaller ones

1. Select options 2. Select open drawer3. Make change

To make a purchase

1. Select “TS Lookup” 2. Click on each item the customer would like to purchase and quantity3. Select Done4. Select “End Transaction”5. This will take you to the payment options screen6. If the customer is paying with cash the employee must

a. Count the cashb. Place cash into designated places in the registerc. Make change if there is any to be givend. Select print receipt option on the computere. Close register

7. If customer pays with check the employee musta. Ask to see customer’s driver’s licenseb. Get the check stamp from the second drawer located beneath the phone and

stamp the back of the checkc. On the imprint left by the stamp record customer’s driver’s license numberd. Enter check number into the computer e. Place check into the register and print receipt

This is the same procedure for IDO sales as well

8. If customer pays with a credit/debit card see credit card machine functions section. 9. To recall previous invoices

a. Select optionsb. Recall invoices c. To get out of that be sure not to hit the void transactions tab.

16 Union Information Center Employee ManualCredit Card Machine FunctionsCredit and debit card transactions are processed through a different machine and the machine sits above the cash register. To process the transaction the employee must

1. Slide the card with the black strip facing left2. Whether the card is debit or credit always select the yellow button when prompted

with “is this debit?” question 3. Enter purchase amount 4. Press green button to continue the transaction5. Wait for the machine to process the transaction6. If the card is approved hand back to customer 7. Print merchant receipt copy and have customer sign8. Print customer receipt copy and give to customer9. Record the transaction in the computer as if it were a cash transaction but instead of

selecting cash when prompted select credit10. Enter amount 11. Print receipt 12. Close drawer

Will Call ProcedureFor certain ticket sales customers are allowed to purchase tickets over the phone but they must pay with credit or debit. In the likelihood that an employee has to process this type of transaction the steps to follow are

1. Place the customer on hold and gather all needed materialsa. Will Call binder (blue) located in ticket drawer

Chapter 2 17

Will Call ProcedureFor certain ticket sales customers are allowed to purchase tickets over the phone but they must pay with credit or debit. In the likelihood that an employee has to process this type of transaction the steps to follow are

1. Place the customer on hold and gather all needed materialsa. Will Call binder (blue) located in ticket drawerb. Penc. Black permanent markerd. Envelope

2. Resume call3. Follow steps on indicated on the will call sheet4. Place customer on hold5. Run the credit card through the credit card machine6. Place transaction into the register7. Black out all but the last four digits of the customer’s credit card number

8. Resume call and answer any of the customer’s questions9. Print tickets10. Place tickets in the envelope along with both receipts. 11. Put customer’s name, phone number, event and number or tickets in the top left

hand corner of the envelope.12. Write will call, event name, type of tickets, and number of tickets on the merchant

receipt copy13. In signature area on merchant receipt copy put a line

18 Union Information Center Employee ManualChapter 3

Lost and Found Procedure

As the central lost and found for the University items are turned into the Information Center quite frequently and what employees do with those items is very important:

1. All newly found items must be placed in or near the wicker basket located on the back counter until the end of the day

2. Try and find the owner’s name on any of the items and contact them in regards to email procedures

Once the lost and found begins to overflow or at the end of every semester (whichever comes first) it is policy to box up the lost items. In order to box up items

1. Go to the dock to get boxes2. Use duct tape to build boxes 3. Place items into the boxes4. Have someone record each boxed item into a Word document5. Once the box is filled tape up box 6. Print two sheets of the boxes’ inventory from Word7. Place one copy on the box with duct tape8. Place the second copy in the lost and found inventory binder9. Repeat this process until all lost and found is boxed up

All high-end lost and found items must either be put into the safes or left in the Building Managers’ office. Lost and found credit and debit cards have a different procedure based on the when the cards are turned in

1. If the card is turned in early in the morning find the customer and contact them2. Inform them that they have until the close of the current day to pick up their item or

it will be destroyed3. If the card is turned in after the early morning inform the customer that they have

until the end of the next day to pick up the card or it will be destroyedLost student ID’s will be collect until there is an overabundance of them and once that happens they need to be turned in to ID Systems located in the Eagle Student Services Center.

Chapter 4 19

Chapter 4

Procedure for Loaning Out Novelty ItemsMany customers use the Information Center to rent out various items such as tape, scissors, and other office supplies. In order for them to do so they must leave their student ID with the Information Center employee.

20 Union Information Center Employee ManualLoaning Flatbed DolliesTo check out a flatbed a driver’s license must be left with the first floor employee who will unlock the carts that are chained to the wall outside the first floor Information Center.

Chapter 4 21

Loaning Gaming EquipmentFor a customer to check out gaming equipment such as billiard balls or darts they must come to the door and not the window and present their student ID for a trade.

Chapter 5 23

Chapter 5

Parking ValidationInformation Center employees also validate 30 minute parking garage parking as well as all day parking for departments who offer to pay for their guests parking. 30 Minute Parking

1. Get customer’s ticket2. Put ticket into the machine like the picture shows3. Push down lever4. Pull up lever5. Hand to customer

All day parking1. Get customer’s ticket2. Get stamp from drawer beneath phone3. Stamp the front side of the ticket write their name and that day’s date on the ticket4. Make a copy and put it in cash bag5. Record department’s account information in the Parking Log Binder

24 Union Information Center Employee ManualOffice Supply ReplenishmentThe Information Center goes through office supplies quite often and it is the employees’ responsibility to replenish the stock.

1. Fill out supply sheet located in the far right drawer under the back counter2. Take upstairs to fourth floor Business Office3. Give to Patricia Strader who may either give out the supplies then or may bring

them down stairs later4. Put supplies in the designated areas

Chapter 6 25

Chapter 6

Shift Changes (1st to 2nd to 3rd) When each shift changes so does the cash bag. The employee working the drawer during the second and third shifts are expected to arrive ten minutes before so that they may pick up their bag from Addie Jackson and count the money in. The employee who is currently on duty may not count money out until the next employee has counted in. The third shift will get their bag from the far left safe to count in.

26 Union Information Center Employee ManualCounting Out ProcedureThe counting out procedure is the most important procedure Information Center employees have to do so they must be followed carefully.

1. On the computer register select options2. Open drawer3. Take out drawer4. Grab balance resolution sheet 5. Record any sales at the top 6. If there were sales write in sales total in the blank7. Count bills and record8. Count coins and record9. Record refunds, charges, checks, and IDO’s10. Add each column twice and record 11. Record that total12. Add that total then subtract the starting total of $377.5013. Fill in other blanks with name and date14. Paperclip addition tape to resolution sheet and place on the tray15. Wrap money in the resolution sheet copy with rubber band16. Place in cash bag17. Zip bag18. Place the lock over zipper 19. Push lock down and place bag in the shopping bag20. Place shopping bag in safe

If there were credit/debit sales you must do this first1. Select reports or the “M” key on the credit card machine2. Audit3. All Hosts

Chapter 6 27

First Floor Closing ProcedureThe first level employee has a slightly different procedure to follow when closing they must

1. Shut down the computer2. Turn off the radio3. Make sure all gaming equipment has been turned in 4. Clean pool balls and tables5. Collect all lost and found items that have been turned in 6. Lock window7. Close top half of the door8. Drop off lost and found items at the third level Information Center

28 Union Information Center Employee ManualThird Shift Final Closing Procedure

1. Once the cash register has been counted out the other duties are quite simple2. Count out consignment tickets and record3. Shut down computers 4. Turn off monitors5. Turn off radio6. Wipe down countertops and computers with a Clorox wipe 7. Forward phones to Building Managers’ Office by selecting each line and pushing *728. Call Building Manager at extension 3841 to lock everything up9. Watch Building Manager lock the safe and let down the gate

Index3rd floor, 8Addie Jackson, 9, 25bag, 9, 23, 25, 26billiard, 21bills, 9, 15, 26Building Managers’ Office, 8, 9, 28cash, 9, 15, 16, 23, 25, 26, 28changes, 25coins, 9, 26computer, 8, 9, 15, 16, 26, 27computers, 9, 28consignment tickets, 9, 13, 28copy, 16, 17, 18, 23, 26credit, 15, 16, 17, 18, 26credit card, 15, 17, 26customers, 8, 9, 14, 16, 19drawer, 8, 9, 15, 16, 23, 24, 25, 26Dress, iii, 7Dress Code, iiie-mail, 9, 10EUID and password, 9event, 13, 14, 17first level, 8, 27flatbed, 20found, 18functions, 15gaming equipment, 21, 27

Information Center, v, 7, 8, 10, 12, 14, 17, 19, 20, 23, 24, 26, 27

Introduction, iii, vinventory, 9, 18invoices, 15Key, 8Lost, iii, 17, 18lost and found, 17, 18, 27merchant, 16, 17money, 9, 25, 26Names tags, 7office supplies, 19, 24Opening, iii, 8, 9parking, 23Parking Log Binder, 23phone, 9, 11, 15, 16, 17, 23purchase, 15, 16radio, 8, 9, 12, 27, 28receipt, 15, 16, 17register, 9, 15, 16, 17, 26, 28second, 9, 15, 18, 25shift, 7, 25supplies, 24Table of Contents, iiithird, 9, 11, 25, 27third level, 9, 27Ticket maker, 13validate, 23