Front Office Training Manual Outline

I.. Mission Statement and Chain of command Pg. 2-3 II. Front Desk Job Duties Pg. 4-5 A.. Phone Service Pg. 4 B. Customer Service Pg. 4 C. Handling Daily Transactions Pg. 4-5

III. Opening Procedures Pg. 7

IV. Cash Control Pg. 8

V. AEK Pg. 9 A. Log-in Pg. 9 B. Recreation Registration Pg. 9 1. Register Pg. 9 2. Open/Close Batch Pg. 10 3. Class List Pg. 10-11 a) Additional Fees Pg. 11 b) Transfer Pg. 11 c) Delete Pg. 12 d) Payment History Pg. 12 e) Transaction History Pg. 12 f) Maintain Individual Pg. 12 g) Detail Pg. 12 4. Individual Activity Pg. 12

C. Point of Sale (POS) Pg. 13 -14

VI. Facility, program, and rental information Pg. 15

VII. Daily Events Pg. 16-20 A. Locker room assignments and keys Pg. 16 B. Open Skate Pg. 16 C. Birthday Parties Pg. 17-18 D. Adult/Youth Rat Hockey Pg. 18 E. Figure skating Pg. 18-19 1. “Learn to Skate” Pg. 18 2. Freestyle Pg. 18 3. Booster Club Pg. 19 4. Ballet for Skaters Pg. 19 F. Hockey Pg. 19 1. Eagles House League Pg. 19 2. Power Skate Pg. 19 3. “Learn to Hockey” Pg. 19 G. Rock the Arena Pg. 19 H. Pro shop items Pg. 19 I. Skate sharpening Pg. 19-20

J. Other Pg. 20 K. Refunds Pg. 20

Front Office Training Manual Outline--continued

VIII. Closing procedures Pg. 21 IX. Areas of interest/storage Pg. 22-24 A. Files/information in the office Pg. 22 1. Rolling Cart Pg.22 2. Shelf/Cabinet over the desk Pg. 22 3. Filing Cabinet under fax machine Pg. 22-23 4. Filing Cabinet under paper cutter Pg. 23 5. Mail boxes Pg. 23 B. Equipment Pg. 24-25

1. Copy Machine Pg. 24 2. Fax Machine Pg. 24 3. Telephone Pg. 24-25 4. Credit Card Machine Pg. 25 5. Receipt Printer Pg. 25 C. Facility Pg. 26-28

1. Building map Pg. 26 2. Overview of map/areas Pg. 27-28

X. Sample Paperwork Pg. 29-30 XI. Daily Checklist Pg. 31

II. Front Desk Job Duties The main duties of the Front Desk Attendant include entering payments for a variety of services into the POS (Point of Sale) system on the computer terminal, taking and entering registrations, and answering questions from in-person customers and on the phone. ›Front Desk Staff should wear a staff shirt (provided) to work for each shift.

›The employee’s ID card MUST be worn visibly at all times.

A. Phone service

The phone should always be answered like the following sample: Good morning, Oak Lawn Ice Arena and Aquatics Office, this is (your name), how may I help you?

Proper phrases to use: “Would you hold please?” “Thank you for holding, how may I help you?” “May I put you through to their voice mail?” “Yes, I can help you with that.” “Thank you” and “You’re welcome” should never be replaced by yup, sure,

uh-huh, or no problem! These are just a few samples of proper phone etiquette. Be courteous and speak clearly and assist in any way that you can. If you cannot answer their question, then find someone who can

or send their call to the voice mail of someone who can.

B. Customer service Never sit with your back to the counter or your feet up on anything. Sit on the other side of

the table facing the window if you have something to work on that needs table space. Try to assist each customer quickly. If the phone rings, answer it. If they need more information, then ask them to hold while you finish assisting the customer at the counter. Take care of more than one customer at a time if possible. If they are filling out registrations, then finish one’s paperwork while the other one writes out their check, etc. Move them along as quickly as you can. If you feel rushed or overwhelmed, then stop and take a breath. Do not let them customers hurry

you. Simply continue doing your best and do your work correctly to alleviate problems that you may encounter later as you close out.

Angry customers can be overwhelming and hard to deal with. Do the best you can and page the Supervisor if you need assistance. Do your best to diffuse the situation by telling the customer that you understand they are upset and you will get the message to the proper person in management.

Never allow a patron to be rude to you. Refer them to the “Behavior Code of Conduct” and tell them that rude and patronizing behavior is not tolerated, and

GET THE SUPERVISOR.

C. Handling Daily Transactions

Handling the transactions properly and accurately is your #1 job. It takes patience and effort to slow down and make sure you are doing everything correctly.

Some suggestions to help you as you take and give money are:

Always count and say aloud the amount of money a customer is giving you. It will help you after you put that bill in the drawer and don’t remember if they gave you a $5,

$10, or $20. Unless you give them too little change back, they are most likely NOT going to tell you that you gave them too much change!

Always count the change back to the customer. To reassure yourself that it is correct and to show them that you are being responsible.

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II. Front Desk Job Duties--continued

ALWAYS give a 2-ply receipt or the white copy of the receipt for POS transactions. When taking a registration with cash, always give them the small pink Park District

receipts. All transactions MUST be entered immediately into the terminal. All transaction should

take place before the customer leaves the desk, so you can give them a receipt. Take your time and don’t let anyone rush you!

All payments should remain with the registration form until you get them entered. Clearly document the payment type on the registration form so it can be properly accounted for if misplaced.

Registrations must be entered as soon as possible. Payments, forms, registrations, etc. should never be left out in sight in the office. All money should go directly into the terminal. See AEK section for information on POS and entering registrations into Recreation Registration. Accepting Registrations—Please make sure you do the following steps: ›Patron fills out the last name, address, phone on top, then the first name and birth date on the first line ›Assist patron to make sure you have the correct code number and fee ›Make sure patron signs and dates the bottom ›If they have an Oak Lawn or Hometown address, then you MUST have them show proof of their address with a Drivers’ License or Utility Bill (their check is NOT sufficient proof) or they have to pay non-resident rates. The person who shows you proof must also be the one who is registering and paying for the participant. -Mark the appropriate box on the top of the form when they show you proof

›Make sure the total of all payments is correct—Do NOT trust the customers math! ›Write in the payment type (i.e. check number, mark Visa or Master Card, or write CASH) ›Fill out the “Office section” with the date, your initials, and circle your facility ›After entering a registration with a credit card number written on it, use a black marker to cover up the number, V code, and expiration date Please note≈ ≈Make sure you check residency for Oak Lawn and Hometown Residents ≈A 10% discount applies for Oak Lawn residents when they register 2 children AT THE SAME TIME for the EXACT SAME CODE #. ≈Hometown residents get resident rates for most Park District classes, but they DO NOT get resident rates for Freestyle! ≈We accept faxed registrations with the credit card number, but we do not accept phone registrations ≈Special Recreation registrations are accepted at Oak View Center only. If they are registering for an Aquatics class, please make sure it is not a Special Rec. class— Those are held at Oak Lawn, not Richards. Special Rec. also has discounts for other villages, but they MUST register at Oak View.

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Credit Card Transactions

›If the card is present: Slide the card with the stripe down and to the left through the credit card machine

Enter the last 4 digits of the card number when it asks you and hit enter Enter the amount (without a decimal point), check to see you entered it

correctly and ENTER -If address, etc comes up then just keep hitting ENTER -If “tax” comes up then put in 0 and ENTER When receipt prints, then hit YES for another copy. Have the customer sign the 1st copy and that goes with the registration form Give the 2nd copy, without the signature to the patron

›If the card is not present: This option may be used only if the card number has been faxed in with a registration.

Otherwise, all Credit Cards must be presented for any transaction.

F2 for Sale and enter the entire card number Enter the Expiration date by month and year (i.e. 0206) and Enter Hit Enter when it says to IMPRINT card (we do not have an imprint machine) Enter the V code (last 3 digits found on the back of the credit card in the signature box and Enter Enter amount (without decimal point) and Enter

›To reprint a receipt:

Push the purple REPRINT button and reprint the Last Transaction (You may need to do this if it runs out of paper)

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III. Opening Procedures

›After punching in, the first thing you should do is to log in (See AEK section) to the computer terminal and count and log your drawer. By logging in first, you can be sure that AEK is working properly.

›Once the drawer pops open when starting the shift, count all change and currency. Check the “Daily Balance Log” found in the white Front Desk Information Binder to be assured that it is the correct total. Log the amount if you are sure it is correct. Recount if necessary. If you feel the amount may be different than what it should be, then ask the Supervisor to recount and verify your total. Make sure the amount is logged at the beginning and the end of your shift.

›Before closing the drawer, pull the cash tray up and check for any registrations or other paperwork that need to be entered into the computer.

›Turn the copy machine on by pressing the round button on the top of the machine on the left side. It has a line on it. The machine should ALWAYS be turned on and off by this button (not the “Power Saver” button on the right).

›Read notes posted on the table for important information. All changes and new information necessary for your job will be printed out and put on the table for your review.

›Check your folder--personal folders for office staff are in the clear plastic bin on the wall above the printer. These are folders for private and important information, so keep them clean and orderly. Any messages specific to you or a shift you are working will be placed in the folder for your review. Check your folder before every shift.

›Take the phones OFF the “Nite” mode if you are opening the office. The “Nite” button is on the Office Manager’s phone on the bottom-right.

›Unlock and open the window when your work area is cleared and ready.

›Check Voice Mail messages. The light on the top of the phone will flash if there are messages. Hit VM--*--2224—2224—1 to check new messages. Make sure you write them down and delete them. If the light is still flashing after checking AND deleting or transferring all messages, then there are

messages in Mary’s VM. She will check those herself. See “Phone Operation” section for more info on

the abilities of the phone system. During your shift:

›Make sure there are copies of Open Skate and Freestyle schedules and Birthday party information sheets in the bin on the counter.

›Make sure there are copies of the current Park District guide on the counter and tops of lockers.

›Hang any posters and put new flyers in the flyer rack inside the front doors. Throw away any old flyers or posters.

›Check the rolling cart to be sure there are plenty of copies of batch slips, additional fee forms, and receipts, etc.

›Enter “night” deposits such as concessions or rentals which were done the day before. See POS for further instructions.

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IV. Cash Control Cash control is your #1 priority and most important job in the front office. The verification of all cash control procedures must come before any other duty. Cash control includes, but is not limited to, the following:

›Counting your drawer/deposits in a secure area ›Verifying with a supervisor the count of your drawer ›Documenting accurately the count of the drawer ›Notification of your immediate supervisor if there is a problem with the drawer ›Making sure the drawer is closed at all times ›Accurately ringing correct amounts into POS system and correcting appropriately through refund options in the system ›Accurately giving out change to patrons and concession staff ›Verifying that your drawer is at correct amount at the end of your shift ›Verifying that the total cash/check/charge equals the total of registration forms on hand and entered ›Verifying with a supervisor that the deposit is accurate ›Notification of your immediate supervisor if there is a problem with the deposit ›Making sure that checks from patrons are filled out completely

√correct date √written to the Oak Lawn Park District √Dollar amount printed and written accurately √signed by customer

›Stamping the back of each check with the Bank Stamp ›Correctly filling out the deposit slip and including white copy with cash/change/checks in

envelope to go the bank ≈Do NOT include credit card charges

≈Do not write anything near the routing numbers on the side of white copy of deposit slip or the bank cannot read route number

≈Supervisor must initial the deposit slip ›Correctly filling out the front of the envelope with the

√date √batch number √sealing and initialing back of envelope √total of cash/change/checks only in bottom right corner (do not include credit card charges) √Supervisor must initial the envelope also

›Logging deposit on safe log sheet with √date √initials √total of cash and checks only (do not include credit card charges) √batch number

›Correctly filling out small white deposit slip for each POS and Registration batch to verify that all cash/check/charges match total of deposit and items entered. ›Correctly writing charge amount on yellow and pink copies of deposit slips (not white copy for bank), so Office Manager and Administration can verify that totals of cash/check deposit and charges

match.

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V. AEK-Registration and POS systems The Recreation Registration option and Point of Sale (POS) options are the only areas you will be entering information into in the AEK system. Whether entering Recreations or Transactions into POS, remember that F4 will get you out of a

screen that you do not want to be in.

The keys you need to use are ALWAYS shown at the top of the screen (i.e. F4 to back up,

F7 to move to next area, F3 to total, etc.)

Do NOT use all capital letters.

The terminal must be opened by Opening or Closing a POS Batch or by entering a transaction or

No Sale.

A. Log-in

›Double click on the DEJAWIN icon ›Enter the login of: icearena (must be all small letters) and hit ENTER ›Enter the password of : MOOLA (must be all CAPS) and hit ENTER ›Choose #1 for AEK ›Arrow to COMPANIES and hit ENTER ›Make sure you choose OAK LAWN PARK DISTRICT LIVE not train -Always check the bottom left of the screen to make sure it shows LIVE ›Arrow down to Recreation Registration or POS ›Open/Close Batch—Enter—Y—Enter The areas listed below are the only areas that you will need to work with at any time.

B. Recreation Registration

1. Register

›Enter “Recreation Registration” Open a new Batch—always RB then the 2 digit month and 2 digit date,

then 01 for am shift or 02 for pm shift (i.e. RB010302) “Enter Registrations”

›Type in the first and last name of the participant registering.

≈If the participant is already in the system, then all their information will appear.

-If their correct information appears, then F3. -Enter the code they wish to register in-ENTER -Arrow down to payment and enter the correct payment-ENTER -Make a choice from the list on the right if necessary -F3 if OK

-F3 to enter payment or F4 to cancel -Enter if payment amount is correct -If your total includes multiple payment items, then enter totals of cash, check (enter one check #), and credit (enter one CC #) so you can verify totals if necessary -If cash, then just hit ENTER, then F7, and ENTER to get to “Payor” Section -If check

-ENTER for amount, enter check #, then F7, and ENTER to “Payor” Section

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B. Recreation Registration--continued

-If credit card -ENTER for amount

-then enter entire CC number -You must enter a Visa # (beginning with a 4) or Master Card #

(beginning with a 5) into the correct line or it will not accept it

-Enter -Expiration date -Enter then F7, then ENTER to get to “Payor” information

-Enter Payors’ name off of check or registration form (as much as you can read) as this is important information -ENTER

≈If they are a new participant, then F9 (listed on top) for New Participant

-Use arrow keys to move to necessary fields -First Name -Last Name Make sure you spell names correctly or they can be entered multiple times with various spellings and it is difficult to find participants then -Enter M or F for gender -Enter birth by 2 digit month, 2 digit date, and 4 digit year (i.e. 02031970) -Building number will be numbers of the address only (i.e. 10345) -Enter N,S,E,W only -Enter Street name only (i.e. Kenton, not Ave) -A screen will come up where you need to choose the correct street in the correct

Town (i.e. Kenton Ave Oak Lawn IL) -When you make the correct choice, then the rest of the information—

street, city and zip-will automatically be added to the participant information

-F4 to save and finish the registration and payment information

≈To add to a family Type in the last name Choose a family member at the correct address and F7 to add to address Type in the first name and enter Add the gender and birth date Y to make them active Finish registration and payment information

2. Open/Close Batch

You can enter this area before going into “Recreation Registration” to open a batch, but it Is not necessary as it will tell you a batch is not open and you can open one once you have gone into “Recreation Registration”.

You MUST go into this option to close your batch after all registrations have been entered Or the next shift may continue to enter into yours and total will not be correct.

3. Class list

The Class List Option allows you to see a lot of important information. Type in the Code # you wish to look at and Enter It will show you the options for that code The first listing should be the most current

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3. Class list—continued

Choose the correct year/option you wish to view and Enter The top shows the dates and times of the class and also the amount of participants that are enrolled, openings left, and if there are any on the waiting list

You can now choose to view ›Class List—shows everyone enrolled in the class

›Wait List—everyone who is currently on the wait list ›Cancel List—they have been deleted from the class and are not

currently shown in the class due to a refund You can arrow down to an individual in any of these lists and F7 for the following options of information:

a) Additional Fees—You may need to do an additional fee for many reasons (i.e. they are in a program like hockey or

Synchro Team that allows for multiple payments through the season, they underpaid for a class, a staff member entered an incorrect amount, or their money needs to be transferred to another class/person)

Find the person through the Class List, Wait List, Cancel List or by Individual Activity

Arrow to it and F7 for Options Additional Fees Enter the amount to be paid Enter F3 to total and finish payment process

The additional fee will now be listed in your registration batch.

›If something has been entered incorrectly and needs to be changed

Or an amount needs to be “negatived” and

transferred:

When you get to the payment area, then put in (–) and the amount

F3 to total and when you get to the payment area, just hit Enter, Enter, Enter—DO NOT TYPE IN ANY

AMOUNTS b) Transfer--A participant may need to be transferred for many

Reasons (i.e. put wrong code # on Registration form, tested And passed to the next level, etc.)

You can transfer someone to a different class by looking them up in the Class List or by Individual Activity. -Find their name and arrow to it -F7 for Options -Transfer -Type in new code # to transfer TO -Enter

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b) Transfer—continued

›To transfer someone off of the waiting list

-Go to the Wait List and find the correct individual And highlight their name

-F7 for Options -Transfer

-The current code of the class they are waitlisted for

will be shown in the “Desired Class” area

-Hit Enter—do NOT type in any code number,

just hit enter -It will ask you if you wish to transfer them from the

wait list into the current class and hit “Y”

c) Delete (completed by Office Manager only)

d) Payment History This option allows you to see when they were entered into

The computer, amount and payment type, and Batch #

e) Transaction History This option allows you to see which class they are registered

for and if they have been transferred or deleted and refund status

f) Maintain Individual This option allows you to change their name if it has been

mis-spelled or entered wrong. Hit Enter Type in the correct spelling/name You must go to where it shows Last Name and First and retype the last and first name and Enter

g) Detail This option shows all personal information

4. Individual Activity

Through this option, you can look up a person by last name or by phone number. It provides the following information for the individual: Personal information—address, phone, birth date, parent’s name Current and past class information Transaction and refund information ›Type in the last name on “Last Name” line or the Phone number on

“Phone Number” line and find the correct person you are looking for ›F7 for options—this offers the same options as through Class List (i.e. Additional fees, Transfer, etc.)

If there is a problem while in any area of AEK: -log off correctly and log back on (it will save the information you have entered) -if still having trouble, call Office Manager -Nextel Vince, ONLY if Office Manager says to or is unavailable and no one else can assist you!

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C. POS (Point of Sale or Cash Register system)

›Enter POS System ›Open a Batch-Y-Enter

Now the computer has opened a batch and assigned a T8 batch number. T8 is the code for

the Ice Arena (each Park Facility and computershas a different T_ code). Then it

is the 2-digit month and 2-digit date, then a progressive number going 1-9 and

then A-Z (i.e. T8122701)

›Enter Transactions Become familiar with each category and the items listed under each.

Items do get moved around for special events, etc to make it easier for entry on that day,

so be aware of what has changed.

Registration may be entered through the POS system and will be added to your T8 batch.

These registrations MUST be kept separate from any RB batch. The advantage of

this option is that patrons may write out one check for registration and a skate

rental card or other transactions.

Arrow down to the correct item and put in the quantity or hit Enter if only 1 The amount is programmed in some of the items, but you can type over the

amount if you need to change it. If you go into a category that has a price listed as 0.00 then you must enter a

amount or it won’t let you F4 out (one little bug in the system, but you can cancel the transaction at the main screen).

You can enter as many items as needed into one transaction AS LONG AS THEY ARE PART OF THE SAME PAYMENT SOURCE (i.e. multiple

transactions for a family for Open Skate is O.K; entering more than one

freestyle payment from different people is NOT)

-Each payment needs to be accounted for separately

-Freestyles should be entered with the Payor’s name

›F3 when ready to total ›F7 will allow you to cancel a transaction ›F4 will allow you to back up after you cancel a transaction ›F3 to enter payment Enter the amount into the correct payment area and hit Enter If your total includes multiple payment items, then enter totals of cash, check (enter one check #), and credit (enter one CC #) so you can verify totals if necessary If cash, then just hit Enter If check, then enter the check number and Enter If credit card, then enter entire CC number-Enter-expiration date-Enter -You must enter a Visa # (beginning with a 4) or Master Card #

(beginning with a 5) into the correct line or it will not accept it

Hit Enter if total is listed correctly, then enter necessary information in the “Payor” section—name for Freestyle, name and date of renter, etc

Enter to print receipt ›White copy of receipt goes to the customer ›If you entered something wrong and need to take it out or do a refund, then: Go to the item to correct and put in -1 and then F3 to total When you get to the payment information page, just hit Enter-Enter-Enter This will allow you to take the item back out or give a refund. ›When you have completed all transactions and are ready to close out—F4 ›Close your batch ›Follow Closing Procedures listed in “Closing Procedure” section

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POS (Point of Sale or Cash Register system)—continued

≈Night deposits (i.e. concessions or night rentals) must be entered into the POS system the next day. Check the plastic bin on the wall or the front desk box daily to see if there are any items that have not been entered into POS. -These funds for these items have already been deposited, so each deposit must be entered as a separate batch. -Open a shift-enter items into correct area-enter correct payment types-Close batch -Write the batch number on the deposit slip as you would with your deposit -Write out a Batch slip with information, because YOU entered it in the computer -Staple deposit slips, white and yellow receipts, and batch slip together -place in front desk box ≈Most of our regular ice renters (considered contracts) are listed individually in the POS system. Make sure you scroll down completely to see if they are listed. -if a renter (ice or room) is not listed, then you must document the name of the group and date in the “Payor” section so the Office Manager can keep track of the rentals. ≈If you open a batch and enter transactions, you MUST close the batch and make a deposit regardless of the amount that it will be. -Each batch you open and close is accounted for and the money must be deposited—not left for the next shift!

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VI. Facility, program and rental information Front desk employees book Birthday parties and can give general information on ice and room

rentals. Ice and room rentals are taken by management only. Ice Rental—we offer ice rental throughout the year. Prices can be found in the POS system as they

increase every fall. Ice can be booked by Management only. Room Rental—both the Multi-Purpose Room (large room on south side of building) and

Activity Room (smaller room on north side of building) can be rented when they do not interfere with possible Birthday party rentals. Rooms can be booked by Management only. See POS for fees.

The ice book (red binder) has the daily events related to the ice and the rooms listed by week. The room pages are in the back of the binder. The ice book should not be changed or altered by anyone but the Arena Manager, Assistant Manager, or Office Manager.

The room pages may be written on when booking birthday parties. These pages are a complete “guide” for the daily events of the arena and must be taken care of. The ice book should remain in the office at all times, except when needed by management. DO NOT SHOW THE ICE BOOK TO PATRONS.

DO NOT MAKE COPIES OF THE ICE BOOK FOR PATRONS. Any questions/concerns they have that you cannot answer should be directed to a manager.

Ice rentals require a Credit card hold to be taken by management only. Contracts and waivers are required from all renters.

Room rentals require a 50% deposit (according to the total time they tentatively book) which will Be taken by management or management will inform you of what is required.

A “Facility Rental Waiver” must be filled out and signed by the renter.

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VII. Daily Events A. Locker room assignments and keys

Locker room, Ref’s Room, and Women’s Locker room keys are located on the wall by the Manager’s Office door. The locker room numbers may be remembered by-when facing the rink 1 & 2 are to the left and 3 & 4 are to the right. Locker room assignments for Saturday, Sunday, and Monday are usually done ahead of time

and can be found on the front desk computer in the “Locker room” file.Once you locate the correct weekend or create a new one (home team is always in #3 or #4), print and make 2 copies—one copy stays on the wall and the other copy goes in the plastic on the wall outside the office window.

Keys for a locker room may be obtained ONLY by an adult turning in their car keys and signing the waiver in the pink log book. The person handing out the locker room key should initial the log.

A supervisor must be contacted to check the locker room before the locker room key can be accepted back and their keys returned.

Skate Rental--figure skates only

Skate rental is available for Open Skate and “Learn to Skate” classes. See POS for current fee for individual rental. Skate rental discount cards are available for purchase at any time for 6-10 rentals. See POS or board on wall for current prices. The card should be marked off by the skate room or office staff at the time of rental. We do not rent skates for use outside of the facility. Skate rental can be available for ice rentals and can be arranged by management only.

B. Open Skate

Resident vs Non-Resident You MUST ask for proof of residency from ALL persons claiming to be

Oak Lawn or Hometown Residents (Hometown residents do get residents rates for Open Skate and Aquatics and most General Park programs).

They must show a current Drivers’ License or State ID with Oak Lawn or Hometown address OR a current (as of current month) Utility bill.

If they do not have something with their OL or Hometown address, then they MUST pay the Non-Resident rate with no refunds given at a later date.

Remember to ask if they need Skate Rental as you are entering their admission.

Coupons or punch cards

Punch cards are sold at the front desk for 10 or 20 sessions at a discounted price. See POS for fees. They should be marked off for each admission.

Coupons can be received by patrons at various local events. Most are good for one Free admission, or buy one-get one (please read pass to see if it allows for

One only or 2 admissions). Enter the paid admission, and then the free one into the discount area.

All coupons or used punch cards should go with your closing paperwork.

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C. Birthday parties

Birthday binder is on shelf above computer—large green binder No party information can be taken or date held until there is a

$50 deposit. Give customer specific information from “Birthday Party Summary Sheet”,

including that we offer ONLY cheese pizza—if they are present, then GIVE them a copy of the summary sheet and review all info with them

Ask customer if they have a specific date in mind and check calendar in front of binder to see what is available—also check the room books to make sure there were no other bookings that didn’t make it onto the party calendar.

We can book 2 parties per date, unless there is a Teen Night or a Special event that requires use of a room we CAN accept last minute parties, but they MUST give a confirmed amount of participants immediately—but we MUST check with Adam first.

PLEASE NOTE: Assistance to skaters on the ice is NOT part of the party package. The skate

guards are on the ice for the safety of all patrons, not for instructional purposes.

WE DO offer student teachers for an additional fee—those must be booked through Mary. If

some one has booked a party and is interested, then leave a note for Mary.

To fill out worksheet

Please fill in the information yourself. DO NOT HAVE THEM FILL OUT THE SHEET! We can read your handwriting, not theirs!

›Fill in day of week and date of party ›Time is the total time of the party, not just open skate time. Includes ½ hour before and

after skating—refer to bottom of summary page for exact times ›Name of contact person is the adult who is booking the party ›Fill in address section and phone number completely; ask for a cell phone number also ›Name of child—make sure you print legibly and get the correct spelling for the cake! ›Circle boy or girl so we know what colors for the cake, as some names are unisex ›They must give an estimate of the number of participants so we can plan for which

rooms the parties will be put in. Tell them they MUST confirm the exact amount of participants on the Tuesday before their party.

A letter will be sent in the mail to them with the confirmation date and explaining that the amount they confirm for is the amount they will be charged for even if fewer show up.

Pizzas for the party participants are cut into 8 slices, so if more than 8 kids are confirmed, then we usually have additional pieces if a few more kids show up.

“Extra” pizzas are cut into square pieces. Additional information would be for when they call to confirm and want “extra” pizzas ordered. Fill out a “Facility Rental Application”—date booked, mark birthday party, fill in name of contact

person and date of party and have them sign. Tell them that this application shows that they are responsible for the condition of the room during the party. Give them the bottom yellow copy.

Fill out a 2-ply receipt with the last name, date WITH YEAR, and deposit amount. Write “birthday party” and the date and year of the party on the notes section. Mark how paid, with check number if appropriate, and your initials. Give customer pink (bottom) copy.

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Birthday parties—continued

Once the customer is taken care of….

Complete the “Office Use Only” section! ›Put your name and the date they bring the deposit and book the party. No party information can be taken or date will be held unless

there is a $50 deposit. ›Write “last name” and party (i.e. Wolfe party) on the room page. First party always goes into the Activity room, since it is next to the concession for

convenience. ONLY exception is if it is a party of more than 30 people; then it can go into the multi-purpose room.

›Write the last name on the birthday party calendar and mark off when completed ›Fill out “Facility Rental Application” and mark off when completed. ›Make a copy of the worksheet, put in Adam’s box, and mark off on worksheet

If a party needs to be cancelled or changed for any reason, including rescheduling, you

MUST leave Adam a note and note changes on the original worksheet.

D. Adult/Youth Open Hockey

Participants must pay appropriate fee and sign the waiver at the front desk. Make sure the waiver is filled out with correct date.

Adult is considered High School and older. All participants must be in full equipment. During Youth Open Hockey, parents may go on the ice to play, but not to provide

individual instruction for their child. Municipal employees (Oak Lawn Village employees, plus ALL police and fire personnel) get $5 admission for Wednesday daytime Adult Open Hockey E. Figure skating

1. “Learn to Skate” “Learn to Skate” classes are offered for ages 3 through Adult. Any new participant

Ages 3-5 start in a Tot 1 class (30 minute classes). Any new participant age 6 – 14 starts in a Pre-Alpha Class (30 or 40 minute classes). All Alpha through Freestyle classes are 40 minutes in length. Adult classes (Beginner through Advanced) are offered for those usually 15 and over and are held on Thursday morning or night. The classes for the current or upcoming sessions and all the information are on the code sheets kept next to the computer or in the newest Park District Program Guide. Be very familiar with the all classes offered (including at other buildings).

2. Freestyle Freestyle sessions are NOT Open Skate sessions. They are for skaters of all levels

to practice their skills individually or with a private coach. Private coaches are booked through the Skating Director. The fees for private lessons vary by coach and the fees are paid directly to the coach. The ice time (freestyle ice) is paid to the tape monitor. They may purchase a punch card or pay a one-time drop-in fee. Freestyle times and prices are found on the Freestyle schedule in the bin on the front desk counter. Power classes are offered and times and fees can be found on the Freestyle schedule. The price for Power is different from Freestyle.

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3. Booster Club The Figure Skating Booster Club is not a Park District program. The Club supports the program by offering Booster Club ice time which is usually a Freestyle and/or Edge class and doing other fundraisers to support it’s members. Participants pay the

Booster Club for those times. The Booster Club has a box in the front office with Membership forms, Registration forms for their programs, and other information.

4. Ballet for Skaters Ballet classes which cater to the needs of skaters are provided through the “Learn to skate” program. Please see the code sheets for days and times.

F. Hockey

1. Eagles House League The House League for ages 5-14 (Mite through Bantam levels) is offered starting in September and runs through March. New participants are taken only through mid- December according to USA Hockey guidelines. The Hockey Information booklet provides all information on the amount of practices and games and other information for each division. Please read it and be familiar with what is offered. 2. Power Skate Power Skate is a class to develop skills of players who are in a House League or are ready to continue working on skills to prepare for House League. Any one can participate in our Power Skate by registering for the entire session (cheapest price) or purchasing a 5-session punch card. See code sheets for specific prices. We usually offer a fall and a winter session that are 12 or 13 weeks in length.

3. “Learn to Hockey” Skaters ages 4 & up may join this program if they have passed at least Tot 1 or

Pre-Alpha and have basic skating skills. This is a basic class that takes steps towards mastering skills necessary for team play. “Learn to Hockey” is a full season class that begins in October and runs through February or early March, but new participants will be accepted at any time. A Spring session is usually offered.

G. Rock the Arena

This event offers local bands a place to play for free. It is usually held two Fridays a month from September or October through March or April. See POS for admission fees.

H. Pro shop items

The front desk sells several colors of hockey tape, mouth guards, and various lengths of hockey laces. These items are found in the bottom drawer of the cabinet under the fax

machine. If the drawer is low on an item, tell the Operations Manager or Office Manager. See POS for prices.

I. Skate sharpening

Skates are to be kept locked in the cabinet in the skate room. When you take skates in, tell the supervisor to lock them up. The skates should stay in the cabinet until the customer comes to pick them up, then the supervisor can get them out.

>The patron must go to the front desk and pay for the skate sharpening. >The sharpening tickets are in the rolling cart. They are white tags with a hole

punched in the top and a tear-off bottom. Fill out tag completely IF THEY ARE LEAVING THE SKATES OVERNIGHT. On-the-spot sharpening does not need a tag.

>Remember to fill in the brand on the bottom section. Top section gets strung on one of the laces. Bottom section goes to customer.

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Skate sharpening--continued There are three different fees depending on what type of skate is to be sharpened.

The fee must be paid when they drop off the skates! We sharpen all types of skates, including:

≈All Hockey Skates ≈Figure Skates--The cheaper/lower end skates with toe picks. The plastic skates (very cheap looking) can be sharpened, but only

by certain staff members. The cost to sharpen these is the same cost

as to sharpen Freestyle skates, because the blade has to be

removed.

≈Freestyle Skates--High end skates with sculpted toe picks. (You can always ask and generally if the person doesn’t know the difference between freestyle and figure skates they are figure skates. If they bought the skates at SportMart or Play It Again, they are regular figure.)

See POS for sharpening fees for specific skate types.

After paying for the sharpening they can either wait for them to be done (takes about 10-15 minutes if the staff are available) or they can leave them.

J. Other

Military Waiver Information

>Oak Lawn Military personnel must apply for a waiver at the Administrative office. >No discounts may be given unless they have applied for the waiver and received

an ID card from the Park District. >Their military ID card is not sufficient to show for discounts at the facilities. They

>Must have the ID card from the Park District.

>Qualified family members with ID cards receive: →Free Open Skate admission, but must pay skate rental

→Learn-to-skate classes are free, skate rental is additional →Hockey is discounted—they must talk to Shari

K. Refunds

A participant may apply for a refund by filling out the pink “Refund Form” which is found in the rolling cart. The parent or participant must fill out the information at the top with the participant’s information and MUST sign.

Direct them to read the information on the bottom and remind them that a service charge applies to ALL refunds. The total service charge and refund amount is determined

by the program’s supervisor. If they paid by cash or check, then they will receive a check (in the participant’s name) in the mail within 2-3 weeks. If they paid by Credit Card, then a refund will go to that card and should show up on their statement in 1-2 months. Figure Skating refund forms should go in the Skating Director’s box. All others go into the Office Manager’s box.

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VIII. Closing procedures ›Once all of your transactions have been entered into the POS, then you may F4 and

close the batch. ›Make sure the counter is cleaned up and CLOSE THE WINDOW. ›Count your drawer to the logged amount. The remainder of the money will be your deposit. ›Take the 3 sheets (white, pink & yellow) out of the deposit book found in the rolling cart.

Keep all 3 sheets together. ›Fill out the date on the top ›Enter your cash only, then your coin amount on the second line ›Write out each check number and it’s amount ›Stamp the back of each check before putting them in the envelope ›Write the total of the cash, coin, and check on the bottom and bottom left side of the deposit slip ›Print your initials on the deposit slip in the middle Do NOT write on the side of the white deposit slip by the routing numbers or the bank

cannot read the check

›Write the complete batch number (T8… or RB…) by your initials ›Take a plain white envelope out of the rolling cart and print the date, Ice Arena, and the Batch # (T8… or RB…) on the middle front of the envelope. ›Put the total of all cash, coin, and checks in the bottom right corner of the envelope

(do not include credit card charges in this total)

›Fill out the Batch slip (small slip of white paper) found in the rolling cart. Write the date, Registration or T8 batch number, total of cash and checks, then total of credit cards, total of all, and your initials.

›Have the supervisor verify your drawer before you finish your deposit, in case you miscounted and need to change anything.

›Have the supervisor verify your deposit and initial the deposit slip ›Put the white copy of the deposit slip in the envelope with the cash, coin, and checks ONLY.

Do not put the Credit card slips in the bank envelope!

›Seal the envelope and sign over the secured back of the envelope. ›Do the Credit Card Settlement by pressing F4-Enter-Enter when it says “Settlement Successful.” (The settlement will not match your total if the shift(s) before you did not do a

Settlement)

›Write the total of Credit Card charges on the remaining pink and yellow deposit slips. NOT ON THE WHITE COPY FOR THE BANK. (Always keep the pink copy on top of the yellow or the carbon will not work)

›Log your deposit on the Safe Log with the date, your initials, the total of the cash and checks only, and the batch number ›Put your envelope in the top of the safe, spin it slowly, and MAKE SURE IT DROPS! ›The remaining paperwork—batch slip, pink and yellow deposit slips, receipt from printer, credit card slips (if any), credit card settlement, and Open Skate coupons or other receipts (if any) get stapled or clipped together and put in the Front Desk box for the Office Manager. ›Log the drawer amount on the “Daily Balance Log” and have the supervisor initial. ›Clean up the desk area and other areas if needed. ›File paperwork in appropriate binders. ›Put the phone on NITE. ›Turn off the copy machine. ›Put all trash cans outside the office door. ›Turn off the lights.

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IV. Areas of interest/storage A. Files/information in the office

1. Rolling Cart—this cart should be checked on all shifts to make sure ample supplies of pens and necessary paperwork are available

Supplies on top such as pens, paperclips, etc Paperwork under supplies necessary for day-to-day operations Batch slips Deposit books Envelopes (plain white) Skate sharpening tags (white with tear-off bottom) Transfer slips (white) Additional fee slips (white) Park District receipt of fees forms (pink) Skate Rental cards Open Skate punch cards Hockey Power Punch cards

2. Shelf/Cabinet over the desk ›Front Desk Information Binder--The binder has much important information

for day to day front office work.

-“Daily Balance Log” to be filled out at the beginning and end of each shift. - Hockey section includes the log for sales of Power Skate punch cards. -General Information-skating school instructor’s numbers, ice arena

important numbers, direction to the arena, etc. -Employee Manual—Crisis Management, bomb threat info, fire and

tornado info, plus this training manual ›Ice and Room book—Large red binder with weekly schedules for the ice and rooms (in the back of the binder) ›Birthday Party Binder—Large Green binder holds the birthday calendar,

Information Sheets, worksheets, and facility rental applications, plus all booked parties may be filed in the appropriate month

›Locker Room sign-out log—Pink binder where patrons must sign out the keys for a locker room ›Time sheet book—Extra Figure skating timesheets are located in the front of the

binder and hockey time sheets are located in the back of the binder ›Also located on the shelf are: -2-ply receipts -Employee checks to be picked up -Plastic bin with extra supplies -Tape and stapler -Bank stamp for checks -DVD/VCR and remote -Lobby TV remote

3. Filing cabinet under fax machine ›Top drawer -Applications for employment -Extra copies of accident reports -Employee incident/accident reports (Form 45) -3-hole punch and large brochure stapler -extra facility waiver forms

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Filing cabinet under fax machine--continued

›Bottom drawer

-bank bags -phone books -pro shop items to sell 4. Filing cabinet under paper cutter ›Top drawer -Office Manager files -Rock the Arena signage on far right ›Middle drawer -old and current ice and room book pages -advertising information ›Bottom drawer -Office supply catalogs -radio and microphone for freestyles -other various supplies and extras 5. Mail Boxes ›Left side -Front Desk finished paperwork -specific front desk things to be filed -Booster Club -Hockey staff -Rock the Arena staff -Other arena staff ›Right -Building Manager -Figure Skating Director -Office Manager -Other Front Desk staff -Maintenance -Operations/Assistant/Concession Manager

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B. Equipment 1) Copy Machine

The on/off switch is the button on the top left with the circle and line in it. Pages feed manually in the top—face-up. The originals come out under the

feed tray. Originals that we use a lot or are important are in the bin on the wall or

in a file in the rolling cart. The display

Mode—regular copies are 1-1 To copy 2 separate pages and make double sided would be 1-2 If you have a double sided copy and want to make into 2 pages (like to Fax them) would be 2-1 To copy a 2-sided copy and leave as 2-sided would be 2-2

Density is to make lighter or darker Lens is for reduction and enlargement

Just press the appropriate spot with your fingertip. Paper trays are in the front-- #2 is regular paper. Just pull out to refill.

#1 is for colored paper The extra colored paper is stored underneath. Extra white paper should be in a box next to the copy machine.

Our lease allows for 6,000 copies per month, then we are charged fees for each Additional copy. This may sound like a lot of copies, but it really isn’t. Be careful not to waste copies. Watch them as they come out to make sure they are correct before you make additional copies.

2) Fax Machine Papers go in face down. Dial 9 and then the number, then press START. Several numbers are pre-programmed—you need only put the papers in and

press the appropriate place to which you want to send the fax and it will automatically dial and send

3) Telephone To answer—just pick up the phone

To place an outgoing call—Press OUTGOING and dial number To put on hold—press the big red button To reconnect to the call on hold—press the fluttering call key To answer a second call—place first call on hold—press the flashing

CALL key To put a call on hold for any person or extension to answer at THEIR

phone/location—press PARK and enter their extension then hang up. Page the person to let them know they have a call on PARK.

To page—press “PAGE” and 4 and make announcement, hang up To talk to another person/office, press their one-touch button and talk

or dial the extension To transfer to another phone—while person is on the line, press TRANSFER and the name or extension number and hang up

To transfer a call to another building— press TRANSFER dial 6, and the lasts 4-digits of their number

(i.e. Oakview 6+2200, Admin 6+2225, etc) To forward a call into someone’s mailbox—press VM while the caller

is on the line, then their mailbox number and hang up. 24

Telephone—continued

The following have Voice Mail boxes: Adam 2205 Lisa 2203 Shari 2200 Camille 2204 Front Desk General/Mary 2202 Hockey 2206

Other phone locations—No voice mail option

Concessions 2210 First Aid 2207 Zamboni 2209 Nursery 2208

4. Credit Card machine Paper is usually in a box on the top shelf in the supply cabinet in closet-it is a small

roll-single ply

To change the paper-must be changed when the edge turns a color Pop the top cover off Tear off the paper and feed the rest out with the small button on the left top Feed a clean, straight edge of the new roll into the back under the red slot Push the paper in as far as you can and it should automatically feed or press the small button on the left top Replace cover

5. Receipt Printer 2-ply white and yellow roll should be in a box on the floor under the shelves in the

closet

If printer will not work or green light is blinking: -make sure both green lights are on -push SEL button -check paper supply (it will not work if the roll has run out or is getting low), and change paper if it looks low -if you just replaced a roll, take it out and put it back in again Make sure the RELEASE on back left side is pushed

all the way in flush with the side or it will not work!

To change paper— -Take the back off and snap the top off -pull RELEASE button on back left out to take paper roll out -tear paper off in back-press SEL button & LF to feed remaining paper out -Feed a clean, straight edge of new roll in back with yellow side up-push the paper in as far as you can and press LF -If it won’t feed, then take it out and tear a new edge and try until It catches and feeds up. -Pull RELEASE button out-Place roll in the back and make sure

RELEASE button is pushed in flush with the side -Replace top and back covers

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C. Facility

1. Building Map

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2. Overview of map/areas in building This section is to give you a quick overview of what is in various areas of the ice arena and what you may need to find there:

1. Alarm Room-This room contains the alarm control panel. This is a Management/Supervisor only

area. 2. Compressor Room-This room has the compressors for the ice refrigeration. This is a

Management/Supervisor only area. 3. Zamboni Room-This room houses the Zamboni. There is a fire extinguisher in this area. This is a

Management/Supervisor only area. 4. Rink North West Corner- The garbage cart is found here. There is a fire extinguisher in this area. 5. Rink South West Corner- There is a fire extinguisher in this area 6. Rink North East Corner-Near the alarm room door there is a fire extinguisher. 7. Rink South East Corner-Next to the Pepsi machines in front of locker rooms 1 & 2 there is a fire

extinguisher. 8. Rink-At the end of the bleachers in the middle of the arena there are fire extinguishers. Next to the

extinguisher on the North bleachers is also a door to the under the bleacher storage. The storage area is where extra hockey equipment may be found and borrowed by Eagles’ participants.

9. Score Keeper’s Box-Score board controls, radio volume controls, jacks for sound system and scoreboards and a garbage can are about all that is in this box.

10. Penalty Boxes and Benches-Each of these areas contain a garbage can. 11. North Janitor’s Closet-The larger janitor’s closet has a mop and “Wet Floor” signs. 12. South Janitor’s Closet-The smaller janitor’s closet has cleaning supplies used mainly by the

cleaners and also a slop sink. 13. Locker rooms 1-4-Each locker room has a shower, bathroom and a garbage can. 14. Activity Room-This is a small meeting/birthday party room. 15. Concessions-There is a fire extinguisher just inside the door leading into the concession sitting

area. Concession staff only area. 16. Skate Room-This employees only room has the rental skates, skate sharpener, time clock and

cards, the lost and found, helium tanks, rental skate repair equipment, right to know posters, schedules and a garbage can.

17. First Aid Room-This room has the large first aid box, blanket, ice packs, radio controls, garbage, freestyle storage, security camera monitors, MSDS binder, phone, and figure skater coaches’ mailboxes.

18. Front Desk-The front office has the management mailboxes and the safe. Front Desk/Management

only area. 19. Manager’s Office 20. Lobby-Just East of the nursery door is a fire extinguisher. 21. Nursery-The nursery will be the fitness room or skate room. It has a microwave, sink, coffee

maker, storage closets, and a bathroom. 22. Game Room-The game room has video games, vending machines, and 2 change machines. 23. Figure Skating Director’s Office 24. Hockey/Operations Manager’s Office 25. Multipurpose Room-This is the largest of the party/meeting rooms and contains closet storage for

Christ Hospital, Jazzercise and the Booster Club. 26. Bathrooms-Both the men’s and women’s bathrooms contain baby changing stations The woman’s

bathroom also has a mirror. 27. Coaches/Referee’s Rooms-These small rooms labeled as men’s and women’s locker rooms are

located near their respective bathrooms. 28. Figure Skater’s Locker Room-A fire extinguisher is in this area. 29. Home Player’s Bench

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30. Guest Player’s Bench 31. North Front Closet-This is the office storage space. Front desk will find all necessary extra

supplies in the cabinet or on the shelves in this closet. In the winter we also keep a bucket of salt and a shovel for cleaning the front walk ways.

32. South Front Closet-This small closet is an extra concession storeroom.

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