Bronco Ticket Office
Table of Contents
Welcome to the Bronco Ticket Office ..............................................................................3
Athletic Ticket Office Overview ........................................................................................5
What You Can Expect From Us.......................................................................................7
What the Ticket Office Expects from You ........................................................................7
Job Description................................................................................................................8
Standards of Conduct......................................................................................................8
UNACCEPTABLE ACTIVITIES .........................................................................................................................8
DISCIPLINARY ACTIONS ...............................................................................................................................9
CRISIS SUSPENSION ..................................................................................................................................11
Performance Reviews ...................................................................................................11
INTRODUCTORY PERIOD ............................................................................................................................11
PERFORMANCE REVIEWS...........................................................................................................................11
Employment...................................................................................................................12
AFFIRMATIVE ACTION/EEO........................................................................................................................12
AMERICANS WITH DISABILITIES ACT............................................................................................................12
OUTSIDE EMPLOYMENT .............................................................................................................................12
RESIGNATION/TERMINATION ......................................................................................................................12
EXIT INTERVIEWS ......................................................................................................................................12
REFERENCE LETTERS ................................................................................................................................13
Work Schedule ..............................................................................................................14
BUSINESS HOURS .....................................................................................................................................14
REPORTING TO WORK ...............................................................................................................................14
ABSENCE OR LATENESS ............................................................................................................................14
SUBSTITUTION POLICY ...............................................................................................................................15
MISSING A SHIFT .......................................................................................................................................16
MEAL AND BREAK PERIODS .......................................................................................................................16
LEAVES.....................................................................................................................................................16
Compensation ...............................................................................................................18
PAY RATE POLICY .....................................................................................................................................18
BASIS FOR DETERMINING SCHEDULES ........................................................................................................18
EVENT SCHEDULING ..................................................................................................................................18
WORK PERFORMED DURING HOLIDAYS AND BREAKS ..................................................................................19
PAY PERIOD ..............................................................................................................................................19
PAYCHECK DISTRIBUTION ..........................................................................................................................19
CLOCK IN PROCEDURES ............................................................................................................................19
SECURITY & ACCOUNTABILITY....................................................................................................................20
COMMUNICATIONS .....................................................................................................................................20
TELEPHONE USE AND COURTESY ...............................................................................................................21
COMPUTER USE ........................................................................................................................................21
PERSONAL USE OF WMU PROPERTY .........................................................................................................21
EMPLOYEE OF THE MONTH ........................................................................................................................22
APPEARANCE & UNIFORM ..........................................................................................................................23
MEALS ......................................................................................................................................................23
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HOMEWORK ..............................................................................................................................................23
LOST AND FOUND ......................................................................................................................................24
GIFTS .......................................................................................................................................................24
SOLICITATIONS AND DISTRIBUTIONS ...........................................................................................................24
HARASSMENT POLICY ................................................................................................................................24
Ticket Admission Policies ..............................................................................................26
GENERAL PUBLIC ......................................................................................................................................26
WESTERN MICHIGAN STUDENTS ................................................................................................................26
FACULTY/STAFF ........................................................................................................................................26
WMU STUDENT-ATHLETES........................................................................................................................26
RECRUITS .................................................................................................................................................27
ATHLETIC DEPARTMENT PROFESSIONAL STAFF & COACHES .......................................................................27
Ticket Office Cashiering Policies and Procedures .........................................................30
Trouble Shooting ...........................................................................................................34
Seating Descriptions and Facility Information................................................................38
Paciolan Operation Procedures.....................................................................................41
TELEPHONE SALES ....................................................................................................................................43
WINDOW ORDERS ...................................................................................................................................................41
Student Employee Forms ……………………………………………………………………. 44
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Welcome to the Bronco Ticket Office
Congratulations on becoming a part of the Western Michigan University Athletic Ticket Office
Staff! We hope you realize the important contribution you can make to the success of our
Athletic Department and that you find your employment with us a rewarding experience. We
look forward to the opportunity of working together and want you to feel that your employment
with us will be mutually beneficial and gratifying.
You have joined an organization that has established an outstanding reputation for excellent
service and fiscal responsibility. Credit for this goes to everyone who works in the ticket
office, especially the 10-15 student-employees who work here every year. We hope you will
also find satisfaction and take pride in your work. As a member of the WMU Athletic
Department, you will be expected to be the best student employees on campus and seek to
further improve the environment and quality of our department.
To help you perform at the high standard we expect, this Training Manual was developed to
provide you information that will allow you to satisfy our customers in the best possible way.
In addition, it will provide answers to most of the questions you may have about our policies
and procedures. You are responsible for reading and understanding this manual. We
recommend that you keep it with you until the information becomes second nature to you. If
anything is unclear, please discuss the matter with a graduate assistant or a ticket office
manager.
We extend to you our personal best wishes for your success and happiness at WMU and the
Athletic Ticket Office.
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Athletic Department Professional Staff
Ticket Office Personnel
Don Beyer, Director of Ticket Operations
Primary Contact: Football, Men’s Basketball
Matt Folck, Assistant Director of Ticket Operations
Primary Contact: Hockey
387-8142
387-8141
Vince Terbrack, Graduate Assistant
387-8243
Primary Contact: Volleyball
Josh Render, Graduate Assistant
Primary Contact: Women’s Basketball
Athletic Department Professional Staff
Kathy Beauregard - Athletic Director
Dave Corstange - Senior Associate Athletic Director, Facilities
Monty Porter - Associate Athletic Director, Business Operations
Jeff Stone - Assistant Athletic Director, Academic Services
Bob D'Amelio - Assistant Athletic Director, Marketing and Promotions
Rob Hunt - Director of the Gary Fund
Dannie Alexander - Director of Athletic Facilities
Stacy Vallier - Director of Corporate Relations
Paul DeVries - Director of Compliance
Jeff Rank - Director of Marketing
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387-8255
Athletic Ticket Office Overview
Operations
Athletic event tickets are a negotiable commodity and an important source of revenue for the
Athletic Department. The mishandling or misappropriation of tickets could result in revenue
losses or NCAA sanctions. For this reason, the policies and procedures prescribed for the
printing, handling, sale and distribution of tickets are to be strictly followed.
The primary objectives for operating the Ticket Office are as follows:
1. To properly handle and account for the distribution of tickets and admissions to ticketed
athletic events;
2. To properly deposit and record income obtained from ticket sales; and
3. To maintain proper public relations posture with the customers in order to promote
continued support for the University and Athletic Department.
All employees involved with the sale and distribution of tickets are responsible for maintaining
a current knowledge of University, Conference, and NCAA rules and regulations governing
ticket operations.
Sales
Individuals involved in the sale of tickets for Bronco Athletics are expected to use care in
communicating with customers. Employees should consult with a supervisor in the event of a
difficult situation in order to resolve the problem. Employees are expected to treat customers
respectfully and to be familiar with ticket office policies and procedures.
Mail/Phone Orders
Season ticket orders are marketed in several ways. Current season ticket holders are sent
renewal applications in the form of an invoice, allowing for renewal of the same tickets with
an option to increase or decrease their order. The majority of season tickets are marketed by
direct mail using patron files (i.e. current season ticket holders, Gary Fund and Alumni, W
Club members, etc.). Any remaining season tickets and individual game tickets are marketed
through media advertising and promotions. Individual game ticket orders are not filled and
mailed until after the season tickets have been filled.
Mail order tickets may be purchased by money order, payroll deduction, check, Visa,
MasterCard, Discover, or billed via University accounts (Intra’s) if purchased by another
WMU department or employee. Tickets may also be purchased by phone and charged to an
accepted charge card or WMU department account. A $7 postage and handling charge is
added to all phone/mail orders for season tickets, and a $5 postage and handling charge is
added to individual game tickets (including web site orders). Tickets purchased may be
mailed or placed at Will Call.
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Accountability
With the exception of ticket sales on football game days, all sales are handled through the
Paciolan Ticketing System. The ticketing system will tabulate the number of tickets that are
sold during the shift and the amount of money that should have been collected. Each seller
will then audit their cash drawer to ensure these totals are the same and then complete their
deposit information.
For football games, the individual seller will be issued a predetermined number of tickets on
game day. The beginning inventory of tickets minus the ending inventory equals the number
of tickets sold and the total amount of cash in a seller’s box minus the starting cash is the
amount of receipts for deposit. This amount must be reconciled with the number of tickets
distributed.
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What You Can Expect From Us
Employees can expect the following behaviors from their supervisors in the ticket office:
1. Provide a challenging, rewarding and fun workplace and experience.
2. Select people on the basis of skill, training, ability, attitude, and character without
discrimination with regard to age, sex, color, race, creed, national origin, religious
persuasion, marital status, political belief or a disability that does not prohibit performance
of any job function.
3. Assure employees an opportunity to discuss any issue or problem with a staff member.
4. Take prompt and fair action of any complaint, which may arise, in the everyday conduct of
our business.
5. Treat all employees with courtesy and consideration.
6. Provide a work environment that is comfortable, orderly and safe.
What the Ticket Office Expects from You
To work in the Athletic Ticket Office, the following behaviors are expected out of each
employee:
1. Be on time, prepared and ready to work at the beginning of your shift. Employees are
expected to arrive early in order to prepare for the start of their shift. Do not expect to be
able to do any type of outside work while you are on the clock.
2. Adhere to ticket office procedures and guidelines at all times as described in training and
staff meetings. Very strict policies are in place to account for the processing of athletic
department revenue. We expect 100% accuracy for every shift. NO SHORTCUTS.
3. Treat all customers with respect, and in a way that you would want to be treated. We
expect every patron to have a pleasant ticket office experience. It is important to respond
to customer problems in a quick and sincere manner. Remember, the patrons are not
mad at you, but at the situation.
4. Maintain a good attitude and be friendly, upbeat, outgoing and well groomed. Employees
will be required to maintain a dress code while working in the office and at events.
5. Read and understand the Ticket Office Training Manual. Everything that you will need to
do your job is contained within this handbook.
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Job Description
1. Process ticket requests through telephone and walk up sales at Waldo Stadium for the
following sports and events: Basketball (men’s & women’s), Football, Hockey, Volleyball,
and Bronco Luncheons. Ticket sales can be made by cash, check, credit card and
interdepartmental transfers (Intra’s).
2. Staff WMU sporting events at Waldo Stadium, Read Fieldhouse or Lawson Arena that
require a paid ticket to enter by performing the following duties:
a. Sell tickets.
b. Distribute Public and Player Will Call tickets.
c. Perform usher and ticket taker responsibilities as needed.
3. Process summer camp registrations and staff the registration process for each camp.
4. Perform other related office duties such as typing, filing, etc.
Standards of Conduct
Whenever people gather together to achieve goals some rules of conduct are needed to help
everyone work together efficiently, effectively, and harmoniously. By accepting employment
with us, you have a responsibility to adhere to certain rules of behavior and conduct. The
purpose of these rules is not to restrict your rights, but rather to be certain that you
understand what conduct is expected and necessary.
Unacceptable Activities
Note that the following list of unacceptable activities does not include all types of conduct that
can result in disciplinary action, up to and including termination.
Minor Violations
1. Late to a shift (This includes not reporting to work prior to starting time to prepare for the
beginning of your shift).
2. Not properly positioned at your workstation in the office or at an event (Failing to answer a
call or greeting a customer at the window).
3. Not having the proper forms, equipment or information at your workstation.
4. Not being well groomed or in proper work attire (i.e. shirt untucked, wearing a t-shirt, not
wearing collared game shirt, wearing clothing from other universities).
5. Homework, reading or socializing interfering with your job responsibilities.
6. Eating meals in the public eye.
7. Using office equipment for non-business purposes (class, telephone, copier, and
computers).
8. Failing to respect the roles of your superiors.
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9. Failing to share in office responsibilities.
10. Taking excessive or unannounced breaks.
11. Failing to accurately complete the paperwork associated with transactions completed
during your shift. Mistakes in completing batch reports will be noted on your performance
record.
12. Providing inaccurate information to our customers.
13. Failing to follow job procedures.
Major Violations
1. Failing to report to an assigned shift without proper notice.
2. Declining to work an assigned shift or event.
3. Negligence or carelessness in the handling of money which results in a loss.
4. Reporting to work intoxicated or under the influence of a controlled substance.
5. Unauthorized possession of a dangerous or illegal firearm.
6. Engaging in criminal conduct or acts of violence when representing WMU athletic
department.
7. Insubordination or refusing to obey instructions properly issued by a supervisor pertaining
to your work, refusal to help out on a special assignment.
8. Negligently causing the destruction or damage of WMU property, or the property of fellow
employees, patrons or visitors.
9. Theft or unauthorized possession of WMU property or the property of fellow employees or
unauthorized use of WMU equipment for personal reasons or using to gain a profit.
10. Dishonesty; falsification on your application for employment or other work records; lying
about sick or personal leave; alteration of records or documents.
11. Engaging in behavior which creates discord; interfering with another employee on the job;
restricting work output or encouraging others to do the same.
12. Conducting a lottery or gambling on company property.
13. Any act of harassment, sexual, racial or other; telling sexist or racist jokes; making ethnic
or racial slurs.
14. Leaving work early without the approval of a supervisor.
15. Sleeping while on duty.
16. Smoking in restricted areas.
17. Posting, removing or altering notices on any bulletin board on university property without
permission.
18. Abusive language, rudeness, or antagonistic conduct toward any employee or patron on
university property.
19. Soliciting funds or donations on company property during working hours without
authorized permission.
20. Alteration of a timesheet.
Disciplinary Actions
This policy pertains to matters of conduct as well as the employee’s competence. However,
an employee who does not display satisfactory performance and accomplishment on the job
may be dismissed, in certain cases, without resorting to the steps set forth in this policy.
Under normal circumstances, the procedures outlined below will be followed. There may be
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particular situations, however, in which the seriousness of the offense justifies the omission of
one or more of the steps in the procedure. Likewise, there may be times when a disciplinary
step may be repeated.
Unacceptable behavior, which does not lead to immediate dismissal, may be dealt with in the
following manner:
Step One: Verbal Warning
A verbal warning will be issued for minor violations of workplace policy. If a violation of this
type occurs, your supervisor will meet with you to discuss the problem or violations, making
sure you understand the nature of the problem and expected remedy. This warning will be
documented and remain in effect for one year. Employees will be given up to three verbal
warnings for minor violations, if needed, before the next level of warning is issued.
Step Two: Written Warning
This warning will be issued after three verbal warning or one major violation of office policy.
In this stage of the disciplinary process, the supervisor will discuss the problem with you,
emphasizing the seriousness of the issue, and the need for you to immediately remedy the
problem. After the meeting, your supervisor will write a memo to you summarizing the
discussion and your agreement to change. The Written Warning will remain in effect for one
year, but stay in your file for future references.
Step Three: Decision-Making Leave
If your performance does not improve following the written warning, or if you are again in
violation of a Ticket Office standard of conduct, you will be placed on Decision-Making Leave.
The Decision-Making Leave is the third and final step of the disciplinary process, and
consists of a work suspension for an indefinite period of time. Employees will spend this time
away from work deciding whether to commit to correcting the immediate problem, or to quit
and terminate their employment. If you decide to return to work, your supervisor will write a
letter to you explaining your commitment and the consequences for failing to meet this
commitment. You will be allowed to return to work with the understanding that if a positive
change in behavior does not occur, or if another disciplinary problem occurs with the next
year, you will be terminated. If you are unwilling to make such a commitment, you may either
resign or be terminated.
Step Four: Termination
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Crisis Suspension
If you commit any of the actions listed below, or any other action not specified but similarly
serious, you will be suspended pending an investigation the situation. Following the
investigation, you may be terminated without any previous disciplinary action having been
taken.
1.
2.
3.
4.
5.
Theft
Falsification of Records
Threats or Harassment
Use and/or possession of intoxicants, drugs or narcotics.
Any Major Violation
The provision of this Disciplinary Policy is not a guarantee of its use. The ticket office
reserves the right to terminate employment at any time, with or without any reason.
Additionally, we reserve the right to prosecute any employee for any of the above infractions.
Performance Reviews
Introductory Period
Your first 30 days of employment with the WMU Athletic Ticket Office will be a time for getting
to know your fellow employees, your supervisors, and the tasks involved with your job
position, as well as becoming familiar with the ticket packages we sell. Your supervisor and
fellow employees will work closely with you to help you understand the processes of your job.
Training will consist of the following sessions:
• Review of WMU Athletic Ticket Office personnel policies & job description
• Review of ticket office procedures and use of Paciolan Ticketing System (PTS)
• Practice using PTS.
• Shadow employees in the following areas: Phone Sales, Walk up Sales, Game Day
Operations in Football, Basketball/Volleyball and Ice Hockey
• Tour of the sports venues
During this introductory period, employees will be paid for their training. At the end of this
period, employees who receive a favorable evaluation from their supervisor will be eligible to
begin working shifts as part of the permanent schedule. Employees who do not receive a
favorable review will be terminated from the position.
Performance Reviews
Because we want you to grow and succeed in your job, we will perform an evaluation one to
two times per year for each employee. The review will be performed at unannounced times
by your supervisor. They provide an opportunity for collaborative, two-way communication.
The evaluation is meant to elevate each person’s performance to the expectations that we
set and our customers expect. You are encouraged to voice any problems you have with
work procedures, co-workers, and to offer suggestions as to ways to make our operation
more effective.
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Employment
Affirmative Action/EEO
Western Michigan University, in compliance with federal EEO laws, prohibits discrimination
on the basis of race, sex, age, color, national origin, height, weight, marital status, sexual
orientation, religion, and handicap unrelated to ability to perform one’s job. EEO laws are
designed to create, ensure, and maintain equal opportunity for applicants and employees.
The University Affirmative Action/EEO policy and commitment cover all WMU staff, including
student employees.
Americans with Disabilities Act
WMU supports and complies with the ADA. WMU prohibits discrimination against individuals
with disabilities in hiring, promotion, and other terms of employment provided that individual is
qualified for the position and able to perform the essential functions of the position, with or
without reasonable accommodation for that disability.
Outside Employment
If we cannot provide the number of hours or work experiences that employees need or want,
you may take another on or off-campus job. However, your other jobs should not interfere
with your regularly scheduled shifts in the ticket office. If you have another on-campus job,
please keep in mind you will only be allowed to work a total of 29 hours per week between
both jobs. If you work more, you will lose both jobs and not be allowed to work on campus.
Resignation/Termination
Your employment with the WMU Athletic Ticket Office is at-will. This means that neither you
nor the ATO has entered into a contract regarding the duration of your employment. You are
free to terminate your employment with us at any time, with or without reason. Likewise, we
have the right to terminate your employment, or otherwise discipline, transfer, or demote you
at any time, with or without reason.
We hope and expect that you will give us at least two weeks notice in the event of your
resignation.
Employees who are terminated for poor work performance will be sent a notice of termination
and receive a telephone call from their supervisor.
Exit Interviews
Whether you were terminated from this job or left due to graduation, an exit interview
questionnaire will be given to all employees. It is important for the employee to voice their
concerns about working for the WMU ATO. We will use your input to make our department a
better place to work. At the same time, we will provide you with our opinion of your work
performance, which will hopefully help you with your future profession.
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Reference Letters
Employees who would like a reference letter written in their behalf should submit their resume
and address of the organization that it is to be sent to. The letter of reference will follow
closely to the employee evaluation(s) found in your file. We reserve the right to contact the
employer after a reference is written if the employee resigns immediately thereafter, or is
terminated from the position for unsatisfactory performance. Please submit your request two
weeks in advance.
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Work Schedule
Business Hours
The Athletic Ticket Office at Waldo Stadium is open from 9 am to 5:30pm on Monday –
Friday from August - March. Spring and summer hours (April 1-July 30) are weekdays from
10 am – 5pm. We will need anywhere from 2-4 employees to work at any given time during
normal operating hours. Ticket orders can be placed over the phone or by visiting the ticket
office. Ticket orders may also be placed at the athletic department web page
(www.wmubroncos.com).
Business hours for events will vary with the sport. A ticket office representative will be at the
site selling tickets at the following times:
• Football, Hockey, & Men’s Basketball: Four hours before game time.
• Women’s Basketball & Volleyball: Two hours before game time.
Reporting to Work
Opening Procedures - In order to begin your shift on time, employees are required to arrive to
work 15 minutes early unless prior arrangements have been made. The first shift of the day
will need to complete the Daily Task Form.
Closing Procedures - At the conclusion of every shift, whether it is in the office or at an event,
employees must complete a batch report that summarizes their daily sales. After the batch
report is completed, the start up cash must be returned to the supervisor or given to the next
shift. The revenue generated during the shift is placed in the plastic moneybag. If your
transactions do not balance, contact your supervisor before leaving. Do not turn in a batch
report that is not correct. The Daily Task Form will also need to be completed.
Absence or Lateness
In order to maintain consistency with our patrons, it is vital to report to work as scheduled.
Not only do our patrons desire it but also so do your co-workers. If you are late or absent,
another employee will either have to come in or work twice as hard during their shift.
Because of these factors, tardy and unannounced absences from work will not be tolerated.
If you are unable to report to work or if you will arrive late, please contact your supervisor
immediately. If you know in advance that you will be absent, make arrangements to have
your shift covered by another employee (see substitution policy).
You will not be assessed a warning report if one of the following actions has occurred:
1. You have a substitute willing to work your shift. You must document the change in writing
in the sub book AND in writing to the supervisor. If your sub does not show up and you
do not have it documented, the responsibility for the shift is still yours and you will receive
appropriate disciplinary action.
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2. Special Circumstances: The absence has been pre-approved by your supervisor 24 hours
in advance. Each situation will be handled on an individual basis. If you have taken the
appropriate steps necessary to find a sub (i.e. placed the shift in the sub book, called
other employees, offered to trade shifts with a co-worker, etc.), the supervisor will be
willing to try to find a sub for you. However, there are no guarantees the supervisor will
be able to help. Remember that once you are assigned a shift, it is your responsibility.
You must be willing to provide the reason for needing the time off. Some situations will
not be acceptable (i.e. My friends just came in town). Since you know when you work,
make arrangements well in advance.
3. Sickness: Communicate your sickness to us as quickly as possible. We do not expect
you to come to work if you are ill. If you are sick in the morning or previous evening, you
may be too sick to come to work so communicate this to your supervisor. Do not wait until
an hour before your shift begins to call in. If you can go to class, at least report to work
and let the supervisor see that you are sick. We will not hesitate to send you home. If you
do not come to work at all, a doctor’s slip may be requested from you.
4. Alert the supervisor at least 3 hours in advance if you are running late due to weather,
class projects, illness, car accident, etc. If less than 3 hours of advance warning is given,
disciplinary action may ensue. Take extra steps of precaution for traffic or car problems if
you are going to be out of town the day before a schedule shift.
5. Emergency Absence: We will not question the seriousness of the emergency in which you
will need to be excused from work. Remember to use your best judgment in regards to
the use of an emergency absence. If you are unable to call in yourself because of an
illness, emergency or for some other reason, be sure to have someone call in for you. We
will not seek to disprove your emergency, but if we find it not to be truthful, you will be
terminated from the job.
Absence from work for 2 consecutive days without notifying your supervisor will be
considered a voluntary resignation. If you are absent because of an illness for three or more
consecutive shifts, we may request written documentation from your doctor stating that you
are able to resume normal work duties.
A consistent pattern of questionable absences can be considered excessive, and may be
cause for concern. In addition, excessive lateness or leaving early without letting your
supervisor know will be considered a lateness pattern and may carry the same weight as an
absence. Other factors, like the degree and reason for the lateness, will be taken into
consideration.
Substitution Policy
We understand that student employees may not always be able to work at scheduled times
due to unexpected events. If such a reason should arise, employees must find their own
substitutes in one of the following ways:
1. Call co-workers at random to work for you. Notify your supervisor in writing of the change.
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2. Post your shift on the Sub Sheet.
Simply posting your shift on the Sub Sheet does not guarantee that the shift will be taken. It
must be signed by the replacement and approved by your supervisor, or the individual
originally responsible for the shift must work. If someone verbally commits to the shift, please
have him or her sign their name on the Sub Sheet. If this is not done, you are responsible for
the shift if the sub does not show.
To avoid any last minute problems, post your shift as far in advance as possible. If you
suspect a sub cannot be found, call your co-workers in case they have not noticed that the
shift is available. You may have to arrange a shift trade in order to get your shift filled. If
calling does not work, notify your supervisor at least two days in advance to see if
adjustments can be made. There are not guarantees that the situation will be rectified and
you may have to change your plans.
Missing a Shift
If you miss a shift without finding a substitute, contact your supervisor immediately or it will be
considered an unexcused absence. A note from a physician or an accident report may be
required for an excused absence.
Meal and Break Periods
The length of a break you receive during a shift will depend on the length of your shift.
Continuous shift less than 4 hours: No break required.
Continuous shift between 4 and 8 hours: One 15-minute break is allowed.
Continuous shift over 8 hours: Two 15 minute or one 30 minute break is allowed.
Employees must clock out for lunch breaks unless they eat during the 15-minute paid breaks
they receive for working over a 4-hour shift, or if they eat while they work. If you are
scheduled to work an event immediately after an office shift, contact your supervisor so a
break can be arranged.
Leaves
Vacations: Employees are expected to notify their supervisor in writing of times they wish to
have off for vacations. Because many events are scheduled during traditional break periods
(i.e. Thanksgiving, Christmas, Spring Break), some vacation requests may not be allowed.
Employees should start this process early to avoid any last minute problems.
Funerals: Up to three working days of leave shall be granted to employees upon request to
make arrangements for and attend funeral services of a family member or relative. You may
take a day to attend funerals of other relatives and friends.
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Medical: Employees will be excused from work for medical reasons. However, communicate
your sickness to your supervisor as soon as possible.
Personal: We understand that employees need time off occasionally for personal reasons
and family emergencies. We will not question your request unless it consistently interferes
with your work and puts us in a situation where we are at risk by your absence. If we find your
reason to miss work is unjustified, it may lead to termination from the job. You can assist us
by finding a substitute, if possible, when this situation occurs.
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Compensation
Pay Rate Policy
Employee pay rates will increase with the number of years of service with the Athletic Ticket
Office. The pay scale is as follows:
Up to 1 year of service: B1
1 - 2 years of service: B4
2 - 3 years of service: C1
Other than the wage you will be earning, we believe there are many intangible benefits that
add to your hourly wage:
• Convenience of working on-campus
• Flexible scheduling
• Exciting atmosphere
• Friendly staff
• Learn lifetime skills involved with patron relations and fiscal responsibility
Basis for Determining Schedules
Several factors influence the number of hours you are scheduled to work and your work
schedule. Among the most important is your performance. Employees who perform above
our expectations will be assigned to the shifts that they prefer to work. Negative evaluations
or reports will reduce the number of shifts you are scheduled to work. The length of time you
have worked for us is also considered important. The final two factors are your availability
and quantity of work desired. Employees who are flexible and available to work at various
times through the day are easier to schedule. Employees who request 20 hours per week
demonstrate more of a commitment and are more likely to obtain their requests than
someone who wants only 3-6 hours.
Event Scheduling
Outside of working in the office, employees are required to work all football games and 50%
of the other events where the ticket office needs to be present. At the start of every
semester, employees will sign up for these events based on their seniority. You know your
schedule for the rest of the semester. If an event is not covered with an adequate number of
employees, your supervisor will assign employees who have not met their event
requirements. In addition, events that come up after the initial registration period will be
assigned to employees only if an insufficient number of volunteers exist to work the event.
If you cannot work an event after it has been assigned, you are responsible for finding a
replacement. In these situations, please inform your supervisor of who will be working for
you. Do not change your name in the Event Schedule Book. For employees who want
additional hours, working extra events is permitted.
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Work Load
During periods when classes are in session, students may only be scheduled to work 29
hours per week. The university feels that by working more than this, you will compromise
your academic status. If a student exceeds this amount, they may be terminated from
working on-campus if it happens again. For this reason, we will not schedule you to work
above 29 hours per week. If you work another on-campus job, let us know so you do not
violate this policy.
Work Performed During Holidays and Breaks
Since the ticket office is open and events are staged during holiday and break periods, there
is a need for employees to work. During these situations when school is not in session,
employees may work up to 29 hours per week. Events during these times will be scheduled
as any other event and you may have to make plans to return to Kalamazoo to work.
Pay Period
The student-employee pay period is BI-weekly and begins on a Monday and ends on a
Sunday.
Paycheck Distribution
Paychecks can be picked up at the Athletic Department on the 2nd Floor of Read Fieldhouse
by presenting a picture ID. A direct deposit option is available by contacting the Payroll
Department.
Clock in Procedures
Employees will clock in and out by swiping their WMU ID through a Kronos time clock. There
is one located at all the on-campus venues you work. If you forget your ID or fail to clock in
or out, you must complete a time adjustment form and have it verified by a supervisor.
Failure to clock in or out appropriately on three occasions will lead to a warning and possible
termination.
If you work at a venue without a time clock, there will be a sign in sheet for you to record your
hours.
Other policies governing payroll are listed below:
• Falsification of hours worked is grounds for immediate termination.
• You are responsible for recording your time. Do not give your ID to another employee to
record your shift for you.
19
Workplace Policies and General Information
Security & Accountability
Due to the large amount of money this is processed each day, security is a major issue with
the ticket office. The ticket office is secured by an alarm system that only allows access to
certain individuals during specific time periods. We pride ourselves with being 100% accurate
each day. Each shift should never be over or short. Checks and balances have been
implemented to prevent theft. Anyone caught stealing will be prosecuted to the fullest extent
of the law.
To maintain a secure environment, we observe the following rules:
• Do not allow friends or patrons into the ticket offices at Waldo Stadium, Lawson Arena or
Read Fieldhouse without approval from your supervisor.
• Do not loan your ID to a friend. Your ID will be programmed to give you access to the
ticket offices at Read Fieldhouse and Waldo Stadium.
• Balance your daily sales in private out of the public’s eye.
• Never leave a remote ticket booth without a Police escort. When transporting money
through a large crowd, you must have an escort.
• Unsold tickets are audited after each event by the professional staff. An outside firm then
audits these results.
• A silent alarm button is set up at each window at Waldo Stadium. Please be careful not to
accidentally set off the alarm.
Communications
One of the biggest challenges we face is communicating information between our staff. We
utilize several forms of communication to make sure you are aware of changes in
procedures, policies, and other general information.
Email Notifications/Memo Book: A binder with all the email memos and meeting notes for the
year is located on the front counter. Employees should check this binder frequently for new
announcements or to review a past policy. After the memo is read, place your initials at the
bottom of the document.
Meetings: A mandatory monthly meeting is held at the Ticket Office. At these meetings,
important information on a variety of important topics is discussed. In addition, employees
are able to voice their concerns about an issue affecting the ticket office. Meetings will be
scheduled to accommodate all employees’ schedules. Employees who are excused from the
meetings will need to cover the material with their supervisor before their next shift.
White Board/Bulletin Board: Another source of information that should be checked on a daily
basis is the white board located behind the front counter and the bulletin board in the phone
room. Employees scheduled to work the current weekend events will be posted, as well as
other late breaking news.
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Radios: On days there is an event, employees who work in a remote location will be issued a
two-way radio to communicate with their supervisor. The ticket office uses Channel 2. The
radios are very expensive and should not be left unattended. In addition, talk on the radio
should be kept to a minimum and restricted only to business.
Telephone Use and Courtesy
Since telephone sales are an important source of revenue for the ticket office, it is necessary
to be very professional when answering the phone. Listed below are some points to
remember when using the phone:
• When a phone is in use, the UCDBO button should be turned off to allow incoming calls to
be answered. When a call comes in and all the telephones are busy, the caller is placed
on hold and told the next available attendant will answer their call. Several calls can be
on hold at the same time so it is important not to take an extended time with a caller.
• The telephones in the back offices do not receive calls from our patrons because the
UCDBO button is turned on.
• If you are working in the phone room and you have to leave for some reason (i.e.
restroom break, load ticket stock), make sure you turn the UCDBO button on so you will
not receive any calls.
• Our goal is to answer the telephone after the first ring.
• If you receive a call for a supervisor, ask the caller for his/her name and transfer the call to
the appropriate person.
• At opening and closing, the answering machine will need to be turned off and on.
Instructions for this are located on the first phone on the right in the phone room.
• Patrons who need to use a telephone should not be allowed inside the ATO.
• A telephone script has been designed for you to answer the phone in a consistent
manner. All calls should be answered Western Michigan Ticket Office, (Name) Speaking.
At the conclusion of the call we should repeat the order back to them and remind them
there are no refunds or exchanges on their ticket purchase.
Computer Use
Employees who complete their ticket office duties may utilize the computers for homework or
email. However, these things should not interfere with your ticket office responsibilities.
Personal Use of WMU Property
In no instance may an employee borrow or use WMU equipment for their personal use off
premises without prior management approval. If approval is granted, we are not liable for
personal injury incurred during the use of the equipment and are responsible for any injuries
or losses that occur.
21
Employee of the Month
The Employee of the Month Program is designed to improve the productivity and service of
the Athletic Ticket Office student staff by improving morale and rewarding extra effort. To be
a viable candidate for this honor, employees must exceed expectations while performing their
duties. When determining the Employee of the Month, many different criteria will be taken
into consideration. Examples are:
•
•
•
•
•
•
Receiving positive comments from patrons or other staff members.
Substituting for other student employees.
Coming into work when called on the day of the shift.
Working beyond your regular shift to cover the next employee’s shift.
Volunteer to work a special event.
Proposing an idea that leads to changing the way things are currently done within the
Athletic Ticket Office.
Awards
The employee who is named Employee of the Month will receive an award to be determined
by the managers.
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Appearance & Uniform
During events, employees will also be required to wear a WMU collared shirt and slacks (no
jeans). These shirts are to be returned at the end of the event. Replacement shirts cost $25.
Employees who need extra warmth may check out a wind jacket.
Employees will need to report to work well groomed. Shirts must be clean and tucked in.
The following items are not allowed:
• Hats
• Tank tops
• T-shirts (Men should wear a collared shirt)
• Earrings (other than on the ear)
• Cut off shorts
• Pants with holes
• Any shirt promoting a university other than WMU.
• No open-toed shoes
When working the front window, your posture is important. Employees should be standing or
sitting with their feet on the floor, back straight and head up. Do not slouch or have your
head on your arms.
Meals
Employees should attempt to eat their meals before or after their shift. However, if your shift
falls during a mealtime make sure you eat out of view of our patrons. You may utilize a GA’s
desk for this. A refrigerator and microwave oven are available for you to use. Please respect
your co-workers’ food and clean up your mess when you are finished eating.
During events, meals should not be eaten at your workstation.
Homework
Employees should not expect to do homework while they are working in the office. If it is not
very busy and your supervisor does not have a special task for you to do, homework may be
completed as long as it does not interfere with your work assignments. If you need more
study time, make arrangements with the supervisor to give up some of your shifts.
During events, do not bring any homework or other magazines to read.
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Lost and Found
The ticket office houses all lost and found from events until it can be turned over to the
Campus Police. If a patron has lost an item and we do not have it, refer them to Campus
Police.
Gifts
Advance approval from your supervisor is required before an employee may accept or solicit
a gift of any kind from a patron. Employees are not permitted to give unauthorized gifts (i.e.
tickets) to patrons, except for certain promotional items purchased for this purpose.
Solicitations and Distributions
Solicitation for any cause during working time in working areas is not permitted. Employees
are also not permitted to distribute non-company literature, sell chances, or merchandise
without supervisor approval.
Patrons will periodically stop by to ask for the ticket office to donate tickets to their charity
event or fundraiser. It is our policy to review each request for a ticket donation on an
individual basis. Inform the customer that we need a letter with the following information:
• Nature of the event
• Specific donation requested
• Date and time of the event
• Contact person associated with the event
A gift certificate will be mailed to the group if their request is approved.
Harassment Policy
The Ticket Office intends to provide a work environment that is pleasant, professional, and
free from intimidation, hostility, or other offenses that might interfere with work performance.
Harassment of any sort - verbal, physical, and visual - will not be tolerated, particularly
against employees in protected classes.
What is Harassment?
Workplace harassment can take many forms. It may be, but is not limited to: words, signs,
offensive jokes, cartoons, pictures, posters, e-mail, jokes or statements, pranks, intimidation,
physical assaults or contact, or violence. Harassment is not necessarily sexual in nature. It
may also take the form of other vocal activity including derogatory statements not directed to
the targeted individual but taking place within their hearing.
Responsibility
All employees have a responsibility for keeping our work environment free of harassment.
Any employee, who becomes aware of an incident of harassment, whether by witnessing the
incident or being told of it, must report it to their immediate supervisor. When management
becomes aware of its existence, it is obligated by law to take prompt action despite of the
victim’s desire.
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Reporting
WMU encourages you to communicate directly with the alleged harasser, and make it clear
that the behavior is unacceptable. It is essential to notify your supervisor immediately even if
you are not sure the offending behavior is considered harassment. An appropriate
investigation and action will be taken; however, confidentiality cannot be guaranteed.
Retaliation of any sort will not be permitted and no adverse employment action will be taken
for any employee making a good faith report of alleged harassment.
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Ticket Admission Policies
General Public
The general public may purchase tickets to any Bronco sports event in one of three ways:
• By visiting the ticket office at Waldo Stadium from 9am-5:30pm, Monday - Friday.
• By calling 1-888-4-WMU-TIX and ordering them over the phone during normal business
hours.
• By visiting our website at www.wmubroncos.com.
Tickets ordered over the telephone or through our website will be mailed or can be placed at
Public Will Call on the day of the game. Tickets ordered the week of the game must be
placed in the will call box associated with the particular sport.
Western Michigan Students
All WMU students (undergrads, graduate, & part-time) are eligible to attend all regular season
athletic events requiring a ticket. In order to gain admission to an event, a student will need
to display a valid university ID. There is no longer a student ticket for each game.
The student ID is good for a general admission seat in the designated student section. A
student may not sit in a reserved seat unless a reserved ticket is purchased. However, if a
friend or family member of a student wants to sit in the student section, a student guest ticket
may be purchased upon presentation of a student ID. For games when more students are
expected to attend than we have seats for, we may require students to pick up a reserved
ticket in advance of the game. This would eliminate the ability to have non-students sit in the
student section.
Students who fail to bring their university ID will not be granted free admission to the event.
Children & Other Students
Students at other institutions (colleges, high schools, etc.) and children two years and older
must purchase a ticket for the event. These tickets are priced at the same rate as the adult
price except for the sport of volleyball and women’s basketball. Children under two years of
age do not need to purchase a ticket provided they sit in their parents lap.
Faculty/Staff
Faculty/Staff members must purchase a ticket for each event. Discounted season ticket
packages exist for each sport. Faculty/staff may pay for tickets through payroll deduction.
WMU Student-Athletes
Each student-athlete at WMU will have the opportunity to leave 2- 4 complimentary
admission tickets for their friends or family members for all home and away contests that they
participate in. Players wishing to obtain more tickets may borrow an additional 6-8 tickets
from a teammate but cannot exceed 10 total complimentary tickets. If a player needs
additional tickets, they must be purchased at the same price and in the same manner as for
26
other students at the university.
Under NCAA guidelines, players may not receive payment or exchange the tickets for any
item of value. In addition, the individuals who receive the complimentary admissions are not
permitted to receive any type of payment for these admissions. Violations of these policies
will render the student-athlete ineligible for participation.
Procedures
Players will have a specific day prior to the event to sign up for their complimentary tickets.
The first and last name of each guest must be listed and each name can only be listed once.
Tickets will then be available to the guests at Player Will Call on the day of the game. Each
guest must have a picture ID when picking up their ticket (except for children who can be
verified by an accompanying adult) and must immediately enter the arena. The ticket office
representative is responsible for checking the ID with the name on the list, highlighting the
name, and stubbing the ticket as the guest enters. Never give an unstubbed ticket to a
person on the complimentary guest list. Any suspicious behavior by a guest or false
identification should be reported to your supervisor immediately.
Recruits
High school student-athletes who are being recruited by Western Michigan University can be
allocated up to 3 tickets (athlete and parents) for each athletic event while on their official
visit. The tickets must be in a general area and cannot be to a special seating area (i.e. suite,
bench, and press box). Upon entering the arena, the recruit must sign for the tickets and the
ticket office representative will stub the tickets for them.
Athletic Department Professional Staff & Coaches
Employees of the Athletic Department have the opportunity to pick up 2-4 complimentary
tickets to all athletic contests on Monday during the week of the game. They must present a
valid ID to the ATO at Waldo Stadium to claim their tickets. A list of staff members and the
number of tickets they may request will be located at the front window. We will not accept
phone orders. If a staff member cannot make it to the ATO prior to game day, we will allow
them to pick up tickets at the site of the event based on availability.
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Game Day Assignments
As a condition of employment employees are required to work all football games and 50% of
the other ticketed events.
Football - Employees are expected to work the following positions:
•
Telephones - One employee will answer caller questions prior to the start of the game.
Tickets will not be sold at this time. Telephones will be manned approximately 4-8 hours
before the start of the game.
•
Player Will Call - Two to three employees will distribute tickets left by WMU and opposing
team members from the Waldo Stadium ticket office. Will Call will open one and a halfhours before the start of the game. A picture ID is required for each guest (except for
small children) and their ticket must be stubbed as it is handed to them. Each name on
the Will Call list must then be highlighted
•
Public Will Call - Public will call tickets will be distributed from the Gate 1 ticket booth.
Two to four employees will man will call at least 4 hours prior to game time. A picture ID
and signature is required before releasing the tickets. If tickets cannot be found, contact
your supervisor by radio ASAP.
•
Ticket Booths - Four ticket booths exist at Waldo Stadium to accommodate game day
sales. Two or three employees will be stationed at both Gate 1 and 2, while one or two
employees will be stationed at the Oakland Drive and Press Box ticket booths.
Employees will be given a briefcase with start up cash and a variety of tickets to sell.
When ticket supplies get low, contact your supervisor for more. Employees will require a
police escort to and from their booths. At the conclusion of the shift, employees will need
to balance the day’s sales and have a supervisor check in their starting cash.
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Basketball/Volleyball
At events in Read Fieldhouse, the following positions will be needed:
• Ticket Sellers (2-4) - The ticket booth will open four hours before the start of the men’s
games and two hours before the women’s. Ticket sellers will utilize the Paciolan Ticketing
System to sell tickets. Sellers will be done at approximately halftime of the contest.
•
Will Call (2) - To the left of the ticket sellers window will be a table to distribute will call
tickets. One employee will distribute Player will call tickets and the other will distribute
public will call tickets.
Hockey
Hockey events at Lawson Ice Arena will be staffed as follows:
• Front Ticket Booth (2) - The ticket booth at the front of Lawson will open 4 hours before
game time and remain open until the end of the second period.
•
Rear Ticket Table (1) - This ticket table will be manned when the doors to the facility open
(approximately 1 hour before game time). A ticket taker will also be stationed at this
entrance. One hour after the start of the game, the back entrance will be locked and the
ticket seller should return to the main ticket booth via the lower tunnel to balance sales.
•
Public Will Call (1) - Public Will Call will be housed in the ticket booth at the front of
Lawson Ice Arena and be manned when the doors to the facility open.
•
Player Will Call (2) - The Player Will Call table will be set up just inside the door at the
front entrance of Lawson Ice Arena. One employee will distribute WMU player and recruit
will call, while the other employees handles visiting will call. The will call table will stay
open until the end of the second period.
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Ticket Office Cashiering Policies and Procedures
I. Responsibilities
A. Cash, checks, and credit card charges received by any department within the Division
of Intercollegiate Athletics will be deposited through the Athletic Ticket Office.
B. The Athletic Ticket Office is responsible for the completion of transactions involving
tickets purchased through the Athletic Ticket Office.
C. The Athletic Ticket Office is responsible for the collection and deposit of summer camp
revenues.
D. The Athletic Ticket Office is responsible for the recording and deposit of all
interdepartmental receipts.
II. There are six cashiering function areas in the Athletic Ticket Office.
A. Ticket Sales
B. Summer Camps
C. Interdepartmental Deposits
D. Ticket Sales Auditing
E. Preparing the Deposit
F. Vault Procedures
III. Window Ticket Sales
A. Each cashier will be assigned $100 starting cash by a supervisor.
B. Each cashier will be responsible for verifying their starting cash and opening their
window immediately at the beginning of their shift.
C. The cashier will log into the Paciolan System software using their personal password
and begin selling.
D. At the end of the cashier’s shift, he/she will count out the correct amount of starting
cash and return it to a supervisor who will return it to the vault.
E. The cashier will then proceed with balancing the days transactions and make the
deposit adhering to the steps described in Ticket Sales Balancing (X).
IV. Phone Ticket Sales
A. The phone sales function only requires a credit card machine (no starting cash).
B. The phone seller will remove the phone from the answering system at the start of the
business day by pressing #7 on the telephone station by the typewriter.
C. The phone seller will log into the Paciolan System software using their personal
password and begin selling.
D. At the end of the phone seller’s shift, he/she will proceed with balancing the days
transactions and make the deposit adhering to the steps described in Ticket Sales
balancing (X).
V. Mail
A. A supervisor will open all mail.
B. The supervisor will then give the mail revenues to a cashier who will enter the ticket
orders (by customer) on the computer.
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C. At the end of each mail batch or at the end of his/her shift, each cashier will proceed
with balancing and make the deposit adhering to the steps described in Ticket Sales
Balancing (X).
VI. Internet Orders
A. Ticket orders from the www.wmubroncos.com web site will be checked each morning
by a supervisor.
B. The supervisor will prepare a charge deposit adhering to the steps described in Ticket
Sales Balancing (X)
VII. Pre-Printed Ticket Sales (Football Games)
A. Each cashier will be assigned starting cash by a supervisor.
B. The supervisor will enter the amount of starting cash on a game day audit sheet,
which is kept inside the cash box, and initial verifying the starting cash amount issued
to the seller.
C. The supervisor will then enter the number of tickets issued on the game day audit
sheet and initial verifying the number of tickets issued to seller.
D. Each cashier, prior to opening sales window, will verify his/her starting cash and
number of tickets issued indicating his/her agreement to the amount/number by
initialing the game day audit sheet.
E. At the end of the cashier shift he/she will count out the correct amount of starting cash,
record the amount as being returned to supervisor and initial the game day audit
sheet. Supervisor will verify starting cash returned from cashier and initial the game
day audit sheet. Supervisor will then return starting cash to the vault.
F. The cashier will count/verify the remaining number of unsold tickets/discount stubs and
agree the monies on hand to the number of tickets sold.
G. Any discrepancy in monies on hand versus number of tickets sold will be reported to a
supervisor.
H. If there are no discrepancies the cashier will ready the monies for deposit adhering to
the guidelines established in Preparing the Deposit (X).
VIII. Summer Camps
A. Responsibilities
1. All summer camp revenues will be deposited through the Athletic Ticket Office.
2. The Athletic Ticket Office will provide all camp coaches with weekly financial
reports on the status of registrations for their camps.
B. Procedures
1. All camp applications and deposits will first come to the ticket office.
2. A supervisor will open all mail.
3. The supervisor will then give the camp revenues to a cashier who will subtotal the
revenues by sport, make a copy of the check and application for the coaches
records, make the deposit and file the actual application and a copy of the check
for ticket office records.
The cashier will then return a copy of the check and application to a supervisor
who will update the camp spreadsheets by date.
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IX. Interdepartmental Deposits
A. Responsibilities
All interdepartmental revenues will be deposited through the Athletic Ticket Office.
B. Procedure (Cash, check, credit card)
1. The individual requesting the deposit will bring a completed 3 part deposit
requisition form and the cash, check or credit card # to the ticket office front
window.
2. The cashier will verify the amount, initial the deposit requisition form, return the pink
copy of the deposit requisition form to the depositor and deliver both to a
supervisor.
3. The supervisor will record the cash; check or credit card receipt in the interoffice
deposit log and make the deposit.
4. When the deposit receipt is received back in the ticket office from cashiering the
supervisor will record the receipt reference number and the date of the deposit on
the 2 part deposit requisition form and return 1 copy to the person who requested
the deposit.
5. The supervisor will then record the deposit receipt reference number in the
interoffice deposit log and staple the deposit receipt to the remaining copy of the
deposit requisition form and file.
X. Ticket Sales Balancing
A. Balancing Daily Revenue
At the completion of the shift, the cashier will print a batch report (In Paciolan, go into
Reserved Seat Ticketing-Balancing-Reports-Batch Reports and enter your batch
number).
1. Cashier will count monies, separating cash, checks and credit card receipts.
Return starting cash, if any, to a supervisor who will return it to the vault.
2. Cashier will endorse the back of each check with the National City stamp before
placing it in the deposit bag. Cash will also go into a separate deposit bag. Do not
seal the bags until a supervisor has checked them.
3. Cashier will compare batch report totals with individual customer receipts (cash,
checks and credit card tape) and make the deposit.
4. Any discrepancies will be reported to a supervisor.
XI. Preparing the deposit
A. Cash and Checks
1. Prepare a separate 3 part National City deposit slip for cash and check sales.
Write the deposit bag # on this slip.
2. Prepare the Ticket Office Deposit Form. Make sure to neatly write the correct
fund and cost centers.
3. Attach the yellow copy of the National City deposit slip to the outside of your
completed batch.
4. Place the white copy of the National City deposit slip inside the bag.
5. The remaining pink copy of the National City deposit slip is attached to the Ticket
Office Deposit Form and both are placed inside the batch report and turned in to
a supervisor for filing.
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6. Turn bag into supervisor for placement in the vault.
B. Charges
1. Prepare Ticket Office Deposit Form.
2. Your supervisor will print a batch ending statement for credit card sales from your
batch.
C. Intras
1. Cashier will prepare intra form, using the proper fund and cost centers. The object
code will always be 4488.
2. A copy of the intra form will then be given to the Assistant Manager for processing
and the original intra form will be attached to the batch report and filed.
3. Do not include the intra amount on your ATO deposit forms.
D. Payroll Deduction
1. A payroll deduction form is filled out by the customer (WMU employee) and
turned in to the ticket office.
2. The payroll deduction form with social security number, total amount to be
deducted and customer signature is sent to payroll for processing.
Vault Procedures
A. Access
a) Due to the large sums of money held within the vault, keys/access are strictly
limited to the following staff persons:
(1) Athletic Ticket Manager
(2) Assistant Ticket Manager
(3) Graduate Assistant(s)
(4) Assistant Athletic Director - Business Operations
B. Change Funds/Starting Cash
When cash is needed to change ticket sales the following procedures will be followed:
a) Manager (see A1 access above) will fill out Change Fund Requisition form
indicating the date, amount removed, name of manager removing the funds and
the purpose which funds are to be used.
b) Manager will secure vault to ensure safety of remaining vault monies.
C. When change fund needs to be placed back into vault cash the following procedures
will be followed:
a) Manager will re-count change fund returned from cashier so as to verify that the
amount returned is the amount checked out on the Change Fund requisition
form.
b) Manager will fill out the remaining portions of the Change Fund requisition form
indicating amount replaced, date replaced and the name of manager replacing
the funds. Manager will then file the completed requisition form.
c) Manager will secure vault to ensure safety of vault monies.
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Trouble Shooting
Listed below are some unique situations that each employee will need to be comfortable
handling:
A patron calls in to report that they never received their tickets in the mail.
<
Confirm the address of the patron in the computer, the spelling of their name and the
day the tickets were printed (Order-Inquiry-Transactions). If the tickets were not
printed, contact a supervisor to do so immediately.
<
If the tickets were printed, check the will call box in case the tickets were not mailed. If
the order was a less than a week old, have the patron call us back after a week if the
tickets are still not received.
<
If the address was correct and the tickets were printed over a week ago, confirm their
seat assignment and your supervisor will issue a seating pass for the lost tickets. The
seating pass takes priority over the original tickets and can be picked up at Will Call.
We will not mail seating passes.
<
To avoid tickets not being received from telephone and web orders, do not mail tickets
the week of the game. Inform the patron to pick them up in advance at Waldo Stadium
or at Will Call on the day of the game.
A patron forgets their tickets at home on the day of the game.
<
For single game ticket sales, we will try to verify the seat location if the patron has an
order on Paciolan. If they purchased tickets at the window, we will not be able to verify
this information.
<
We can issue a seating pass after they give us a credit card number. They will only be
charged if they do not send us the tickets in the mail within a week after the game.
<
If it is a season ticket holder, confirm their seat assignment and your supervisor will
issue a seating pass. We will not hold the tickets with a credit card number.
<
If the patron has lost their tickets, we will charge them for new tickets but may be able
to give them the same seat assignments if their order can be verified.
An organization makes a request for a ticket donation for a fundraiser.
<
The ticket office receives and grants hundreds of requests for ticket donations. For an
organization to be considered, they must submit a letter on company stationary with
the date of the event, type of event, type of donation, and a contact name. If the
donation is granted, the donation will be in the form of a gift certificate and sent in the
mail. All certificates will have an embossed watermark to prevent unlawful copying.
Occasionally, you will have a patron present a Ticket Gift Certificate for redemption.
These gift certificates must be redeemed by a certain date to be valid.
The Boca ticket printer runs out of ticket stock or gets jammed.
<
To avoid the printer from running out of ticket stock, check your ticket printer at the
beginning of your shift.
<
If the ticket printer runs out of stock while you are processing an order, contact your
34
supervisor to get more stock from the vault. Open up the side compartment of the
printer and load more ticket stock (make sure it is loaded Bronco logo facing you).
The printer should begin printing automatically where it left off. If the printer gets
jammed and does not print the total number of tickets that you requested, complete a
ticket reprint command on your computer. It should be one of the options you have
before you proceed to the next sale.
The wrong tickets were printed.
<
Our official ticket office policy is “No exchanges and no refunds.” However, if we make
a simple mistake or the person at the window changes their mind right after they buy
them, a supervisor can void the tickets from your batch. If a supervisor is not readily
available, sell the patron new tickets and a supervisor can void the old tickets later. To
void tickets, the supervisor will need the voided tickets, customer number, and your
batch number. Immediately after the sale is made, there is a prompt that asks if you
would like to void the previous sale.
A patron would like a refund because they cannot go to the game.
<
Use your best judgment. If a patron has a medical or family emergency, we will refund
their tickets after they are sent in to us. In most other situations, we do not refund
tickets. A supervisor must approve all refunds.
A patron needs two more seats next to the two tickets they recently purchased.
<
Do not be tempted by their desires to trade you their two tickets for four seats together.
The best you can do is to place them as close as possible.
A student wants to sit with their non-student friends or family members.
<
Students who want to sit with friends outside of the student section must buy a
reserved seat ticket. The friend or family member could also purchase a “Student
Guest” ticket in the student section. We should not encourage non-WMU students to
sit in the student sections.
A patron wants to attend a pre-game tent party on Hyames Field.
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A special ticket is required to enter Hyames Field before football games. These tickets
are given to the corporations or student groups who rent a tent from Stacy Vallier
(Director of Corporate Relations). The ticket office does not sell tickets to this pregame event. The tent parties normally begin 2 ½ hours before kickoff.
A patron wants to purchase away game tickets and needs directions to the facility.
<
We will request consignment tickets for most away games. If you get a request, check
your computer to see if the game is on sale. If it is listed, then we have tickets to sell
to the general public. These tickets are located in the top drawer of the horizontal
filing cabinet in the hall. If there are not enough tickets to fill the order, contact your
supervisor because we may have more filed in another area. Along with the tickets,
there are maps and directions to many of the facilities in the front closet. If we do not
have away game tickets, the opponent’s ticket office number is posted in the phone
room so the patron can order tickets directly.
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<
<
<
<
When selling away game tickets, it is important to capture the customer information
and also their seating location (place under “Special” on Order Form).
When selling away game tickets over the phone during the week of the game, we will
not mail the tickets but leave them at Will Call at the site of the game.
To prevent fans from other schools or ticket brokers from purchasing tickets to popular
games, the patron must be a WMU student, alumni, or season ticket holder. Call the
Alumni Office or Registrar to verify their status. In addition, there is a maximum of 6
away game tickets a person can buy (see a manager for exceptions).
When selling away game tickets at the window, we do not check the status of the
individual. This is only done for phone orders.
You have finished working your shift for the day.
<
You will need to completely log off the system by clicking the “Close” icon the upper
right-hand corner of Paciolan.
A patron wants to pay for some tickets using a credit card and cash.
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Ticket requests can be processed with a split payment. Your payment screen allows
you to process this order. Contact a supervisor is you have questions.
A patron wants to order season tickets.
<
<
<
<
Employees are not responsible for processing orders or allocating seat assignments
for season tickets until all renewals for the current season have taken place.
If a customer wants to place an order, complete a season ticket application form and
ask the patron for their seating preference. Paperclip the payment with the order and
place it in the letter tray in the phone room. Indicate if the patron wants to be informed
before we allocate the seats. Your supervisor will process the order and print the
tickets out at a later time.
After ticket renewals have taken place, employees may sell season tickets (indicated
by a “t” on Paciolan). It is important to do this under the Mail or Phone control. Do not
process under the Window control. Patrons will not receive their tickets immediately
after ordering them. Normally, season tickets are printed the day following the order.
The same rules apply regarding mailing the season tickets.
There is a $7 handling charge with all season ticket orders. Individual game tickets
ordered over the phone or on the web require a $5 handling charge.
A patron needs a handicap accessible seat.
<
Handicap accessible seats are available in all of our venues. At Waldo Stadium,
several handicap platforms (Section B, F, M, N, EE, and CC) are available and these
seats can be purchased at the window or over the phone. If the person in the
wheelchair is with a group, it is best to seat the group in the rows adjacent to these
areas. If a patron needs assistance getting to their seats from their car, two golf carts
are available to bring them as close as possible to their seats. The golf carts run
between Lots 4 (off Oakland Drive) and 6 (off Stadium Drive), and Gate 2. Contact a
facility representative on game day to secure a ride on a golf cart.
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<
At Read Fieldhouse, two handicap-seating areas exist in Sections BB and CC. Chairs
are also available for people who come with the handicap patron. The elevator to get
to the upper level is located across from the entrance to the Athletic Dept offices.
Handicap parking is in Lot 16.
<
At Lawson Ice Arena, handicap parking is located in the Lot directly in front of the
Arena. Patrons in wheelchairs are sold a reserve ticket and may wheel up to the rail
anywhere along the concourse and companion seating is available in the top row of
Section 22. If standing room only tickets are sold, wheelchair individuals have priority
to be in front. The elevator in Lawson is located near the back entrance of the facility.
A patron has a special discount they want to take advantage of on game day.
<
Several on going ticket promotions exist for each game (i.e. W Club Card, ECCU
Discount, Family Zone, and Kids Club Card). Some of these promotions can be
redeemed on game day and some can not. If the promotion is listed on your selling
screen as an option, it can be sold. Other promotions must be redeemed prior to
game day (i.e. ECCU Discount). Please make sure before you sell what
promotions/coupons are accepted.
<
Because we issue hard tickets for football games, we typically do not honor ticket
promotions on game days. However, when we do accept them, make sure you tear
off the left stub and mark it so you know you gave away a discounted/complimentary
ticket.
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Seating Descriptions and Facility Information
I. Waldo Stadium
A.
Seating Types
1. Reserved - All seats are reserved with the exception of the student section
in P-U. Tickets in the end zone are priced less than sideline seats.
2. Chairbacks - Seats in the chairback sections (BB-FF) that are not sold as
season tickets are available on a single game basis during the week of
the game ONLY.
3. Handicap - The handicap sections are located in sections CC, EE, and N,
and along the top of Section B and F. Patrons in wheelchairs should be
sold seats in these areas. One able-bodied guest may be sold a WC
seat along with the handicapped individual, while others must sit in the
adjacent rows.
4. Lawn - Seats on the grassy hillsides are sold only after all other reserved
seats have been sold.
5. John Gill Club - Club seats located above the Press Box are not sold to the
general public on a single game basis.
6. Suites - Seats in the suite area are located above Sections N-U and in the
Seelye Center. They are not available to the general public.
B.
Best Seating Options
1. The best seating option for patrons who order tickets are generally as close
to the 50-yard line as possible. Since season ticket holders take up most
of Section C-E, the best tickets for single game purchases begin in
Sections B & F. However, orders for 1-4 tickets can sometimes be
accommodated in Section C-E.
2. After the press box side of the stadium is filled, Sections O and N are
usually the next best option. Patrons who sit in Section O, however,
sometimes have to stand to see over the student section.
3. After the sideline seats are filled, seats in the end zone (V-Z and H-M) are
preferred. The end zone opposite the scoreboard (V-Z) is preferred.
4. Upper Bowl vs. Lower Bowl - Most fans will prefer to sit at least 5 rows
above the walkway in each section (this is known as the upper bowl).
Seats in the first 5 rows of the upper bowl should not be sold until the
very end because the view is obstructed due to people walking in the
aisles. If a person wants to sit as close to the field as possible, seat
them in the sections below the walkway (lower bowl). Rows are
numbered AA-KK in the lower bowl.
5. Patrons who do not want to climb up and down the steps on the Press Box
side should be seated as high as possible. Conversely, lower row seats
in sections N and O should be sold.
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C.
D.
II.
Special Seating
1. The visiting team is given tickets in Section A.
2. The WMU band sits in rows 1-20 of Section R.
3. The WMU player will call tickets are in the lower bowl of Section C & D.
4. The Care About Kids Program is given seats in Section Z.
5. The student sections are general admission in Sections P-U.
Parking
1. The general public is encouraged to park at Lawson Ice Arena and ride the
shuttle bus to the game for free. The shuttle bus runs continuously
throughout the game and drops off at Gate 2. After the game, the bus
picks up near Gate 4 on Oakland Drive.
2. Most university parking lots are manned and cost $5 to park.
3. Patrons may park off campus at their own risk.
4. Handicap parking is in Lot 4 and 6. Patrons with seats on the press box
side of the stadium should park in Lot 4. Golf carts are available for
transport from the parking lot by contacting a facility representative.
5. Lot 7 is reserved for Gary Fund Donors and Suite Ticket Holders.
6. Lot 10 is reserved for John Gill Club members, media, the president and
other VIP’s.
7. Lot 95 is also reserved for Gary Fund Donors.
8. Lot 9 is reserved for the ticket office manager and visiting team buses.
9. Parking lots will be cleared of fans at game time.
Lawson Ice Arena
A.
Seating Types
1. Reserved - All seats are reserved with the expectation of the student
sections (11,13,15,17,19, 21 and 23).
2. Chairbacks - The chairback seats are located in Section 24 and are sold on
an individual game basis.
3. Family Zone - Individuals who buy 3 or more tickets and mention the Family
Zone promotion may be seated in Section 1.
4. Loft - The seats in the loft are reserved for private parties and are not sold to
the general public.
5. Handicap - Individuals in wheelchairs should be sold reserved seat tickets
and can sit anywhere along the rail. The companion should be sold a
reserved seat ticket in the last row of a section. If none are available, a
folding chair can be made available.
6. Standing Room Only - After all reserved tickets are sold, a standing room
only ticket will be put on sale. These tickets allow the patron to stand
anywhere in the upper concourse to watch the game.
B.
Best Seating Options
1. The most popular sections are in between the blue lines in Sections 12, 14,
16, and 18. Since most season tickets are located here, the selection of
seats is limited.
2. Seats in Sections 10 and 20 are also popular, as are seats behind the goal.
3. Some spectators like to sit on the ice in one of the first rows, while other
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C.
D.
III.
prefer to sit near the top of the section.
4. Try to avoid putting people within 3 rows directly behind the WMU and
Visitor’s bench because it is difficult to see over the players and coaches.
5. Families should not be placed near the student sections.
Special Seating
1. Guests of WMU players are seated in Section 5, 7, and 9.
2. Guests of visiting team players are seated in Section 16 and 18.
3. Visiting team consignment tickets are low in Sections 18, 20, and 22.
4. Athletic department staff tickets are in Section 22.
5. The student section is general admission.
Parking
1. Lot 63, located across from the front entrance, is reserved for Gary Fund
Donors and handicap parking.
2. Handicap parking also exists in the lot behind Lawson.
3. Ample parking is available for the general public in other lots close to the
venue. There is no charge to park.
Read Fieldhouse
A.
Seating Types
1. Reserved - All seats, with the exception of the student sections, are
reserved.
2. Handicap - Sections BB and CC have two areas for the handicap. An
elevator is needed to get to the second level and is located across from
the A.D.
B.
Best Seating Options
1. The chairback seats in Sections A-D are almost completely filled with
season ticket holders.
2. The best available reserved seats to check for would be in Sections AA-DD.
3. Seats in the first 3 rows above the portals in Sections 200, 201 and 222 are
obstructed view due to a safety railing.
C.
Special Seating
1. The student sections are behind the basket (105-107, 116-118) and 110.
For overflow, section 210 will be utilized.
2. The band will sit behind the basket in section 106 or 117.
D.
Parking
1. Lot 14 (behind Read Fieldhouse) is reserved for game day staff and media.
2. Lot 16 (next to Read and the SRC) is not reserved but held for members of
the athletic department.
3. Lot 18 (side lot next to Read) is reserved for the coaching staff and visiting
team buses.
4. Lot 13 (in front of the SRC) is reserved for Gary Fund donors and handicap
parking.
5. A free shuttle runs from Lot 10 to Read Fieldhouse prior to and after the
game.
6. Parking is free in other university lots.
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Paciolan Operation Procedures
The basic procedures to make a sale on the Paciolan Ticketing System are explained below:
Telephone Sales
1. Select Reserved Seat Ticketing-Orders-Selling
2. Control: Type P and click “Accept”
3. Use the mouse to tag desired event.
4. Click “Go” when events are selected.
5. An item form for each event selected is displayed. Press F5 to go to the map of the
venue.
6. Use the mouse to navigate to the desired area and click on map.
7. Move cursor to desired seats and click to star seats. Click “Go” when finished.
8. Type in the quantity, price level, and price type of each different ticket ordered (Default is
set for all tickets to be in public type). Make sure the quantity totals equal each other at
the bottom and click “Go.”
9. Press return to the “D” column and enter M (US Mail), or W (Will Call) to indicate how the
customer will receive their tickets.
10.Press return and enter any special ticket requests made by the customer under the
Special column. Click “Go” to go to the address screen.
11.Press return once and type the person’s name (last name, first name) under Name #1.
Press return.
• If the name is already in the computer, a list of similar customers will appear. Arrow
down to the correct name/address and press return. All the data will appear. Confirm
the address and click “Go.” If the name is not present, press escape to go back to the
original menu. Follow the next instructions.
• If the name is not in the computer, the fields will remain blank. Click “Go.” Press
return 6 times to get to the Mailing Box. Enter the address on the ADDR2 line and
zip code on the ZIP line. Click “Accept” to exit the box and press return twice to type
in phone numbers. Click “Go” (new customer # appears) and return.
12.Select the payment type (Visa, Discover, MasterCard, Intra) and press return. If using a
credit card, type in the number and expiration date. Click “Accept” to authorize and
“Go” to complete the order.
Window Orders (Same as above except)
1. Press W in step 2.
2. Skip steps #9, #10, and #11.
3. In step #12, you have two added payment options: Cash, Check.
4. Coupons and certain discounts that require a membership card are only accepted at the
window. When a membership card is displayed, make a copy for your batch report.
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