Cashier_online

CASHIER 2016 Standard Operating Procedures

2 3/10/2016

Table of Contents

About This Manual .................................................................................................................... 4

Ticket Information ..................................................................................................................... 5

Season Pass ........................................................................................................................ 5

Transferable Pass ................................................................................................................... 5

Daypasses ........................................................................................................................... 5

Premium Pass...................................................................................................................... 6

SkyRide & Tour Train Combo .............................................................................................. 6

Pavilion Rides ...................................................................................................................... 6

IMAX Theatre ....................................................................................................................... 6

Mini Golf............................................................................................................................... 6

Spokane Falls SkyRide ........................................................................................................ 6

Looff Carrousel .................................................................................................................... 6

Tour Train ............................................................................................................................ 6

Coupons & Discounts........................................................................................................... 7

Ride Restrictions ...................................................................................................................... 8

General and Safety Guidelines .............................................................................................. 10

In The Cashroom ............................................................................................................... 10

During Normal Operation ................................................................................................... 10

Safety ................................................................................................................................ 10

Counterfeit bills and Theft .................................................................................................. 11

Counterfeit bills .......................................................................................................................................... 11

Theft ............................................................................................................................................................. 11

Communication .................................................................................................................. 11

Guest Service .................................................................................................................... 13

Opening Procedures ............................................................................................................... 14

Before Location .................................................................................................................. 14

At Location ......................................................................................................................... 14

Using Quantix ......................................................................................................................... 15

Logging In .......................................................................................................................... 15

Making a Transaction ......................................................................................................... 15

Adding Discounts ............................................................................................................... 16

Selling IMAX Tickets

.......................................................................................................... 16

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Making a Group Sale ......................................................................................................... 16

Logging Out ....................................................................................................................... 18

Operating Procedures ............................................................................................................ 19

Credit Card Transactions ................................................................................................... 19

Running a Chip Card ................................................................................................................................ 19

Running a Non-chip Card ........................................................................................................................ 20

Voiding a credit card transaction............................................................................................................. 21

Cash Transactions............................................................................................................. 22

Running a cash transaction ....................................................................................................................... 22

Cash Voids and Refunds ........................................................................................................................... 22

Other Transactions ............................................................................................................ 23

Checks ......................................................................................................................................................... 23

Traveler’s Checks ....................................................................................................................................... 24

Gift Cards .................................................................................................................................................... 24

Canadian Currency .................................................................................................................................... 26

Split Payments ............................................................................................................................................ 27

Mass Refunds (IMAX) ............................................................................................................................... 27

Void/Refund Explanations ................................................................................................. 28

Gift Items ........................................................................................................................... 28

Tax Exemption ........................................................................................................................................... 28

Inventory Control ............................................................................................................... 29

Food & Gift Items ....................................................................................................................................... 29

Tickets (Parking) ........................................................................................................................................ 29

Closing Procedures................................................................................................................ 31

At Location ........................................................................................................................ 31

Reconciling Your Bank ...................................................................................................... 31

Dropping Your Bank .......................................................................................................... 31

4 3/10/2016

Cashier SOP About This Manual

About This Manual

This manual provides instruction on guest service, safety, communication, ticket information, ride restrictions

and cashiering.

Team member Message Boxes

Team member message boxes are used throughout the manual to bring attention to important information,

requirements and safety measures.

Team member message boxes include, but are not limited to, the following:

Required – Indicates a required action. Failure to comply may result in a write-up. Continued failure to

comply may result in termination.

Safety – Relates to a safety issue or concern directly connected to the team member guidelines.

Note – Additional relevant information or comments.

IMPORTANT

Information important to cashiering and/or ride operation

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Ticket Information Cashier SOP

5

Ticket Information

For all rides, children 2 and under are free per paid adult that accompanies them. Tickets include admission tax.

Season Pass Season Pass - $55

Early discount through May 30 - $45

SkyRide upgrade - $4 per ride

Handling fee - $3.50 per order (walk in, online or by phone)

Valid MARCH 7, 2016 to SEPTEMBER 5, 2016

Includes:

Free Parking every Monday (1 per family)

10% off food items in the Pavilion restaurant, souvenirs at the Carrousel gift shop and MOBIUS

Children’s Museum

Unlimited Admission:

IMAX

Carrousel

Tour Train

Mini Golf

Pavilion Rides

Transferable Pass Transferable Pass - $200

Good for two Daypasses per day and is fully transferable

SkyRide upgrade - $4 per person

Daypasses Daypasses - $22, all ages

Season Pass holder discount for Daypass - $19

Military, Senior, Disabled discount - $3

MOBIUS discount - $1 (children only)

SkyRide upgrade - $4 (1 ride only)

Includes:

1 Regular IMAX Feature

Unlimited Admission:

Carrousel

Tour Train

Mini Golf

Pavilion Rides

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Cashier SOP Ticket Information

Premium Pass Premium Pass - $18, all ages

Includes:

1 regular IMAX Feature

1 SkyRide Ride

1 Tour Train Ride

1 Carrousel Ride

Skyride and Tour Train Combo All ages - $10

Pavilion Rides Thrill Rides - $4 each

Kiddie Rides - $2 each

See Ride Restrictions for rides

IMAX Theatre Adults - $6.50

Child (3-12)/Senior (55+)/Military/AAA/Disabled - $5.50

Tuesdays - $5, all ages (no additional discounts)

Mini Golf 9 Holes - $6, all ages

18 Holes - $9, all ages

AAA discount - $1 off (up to 6 people)

Spokane Falls SkyRide Adults - $7.50

Children (3-12) - $5

Senior (55+)/Military/Disabled - $1 off

AAA discount - $1 (up to 6 people)

Season Pass and Daypass holders - $4

Looff Carrousel Adults/Children (3-12)/Senior (55+)/Military - $2

AAA discount - $1 (up to 6 people)

8 Rides Punch card - $10

20 Rides Punch card - $20

Tour Train 3 and up - $6

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Ticket Information Cashier SOP

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Coupons and Discounts

Only one type of discount per person per transaction. All discounts listed are valid until the end of the season on

SEPTEMBER 5, 2016.

PROGRAM ATTRACTION DISCOUNT

PROOF OF DISCOUNT

AAA

Carrousel

IMAX

Mini golf

SkyRide

$1 off (up to 10)

$1 off (up to 6)

$1 off (up to 6)

$1 off (up to 6)

AAA Card

Disabled

Daypass

IMAX

SkyRide

$3 off

$1 off

$1 off

Medicare

Health Card

Military

Daypass

IMAX

SkyRide

$3 off (up to 6)

$1 off (up to 6)

$1 off (up to 6)

Military ID

Senior 55+

Daypass

IMAX

SkyRide

$3 off

$1 off

$1 off

Picture ID

Aid to Carrousel Free N/A

MOBIUS Daypass $1 off (kids only) Member Card

Season Pass Holder

Daypass

SkyRide

Restaurant

$3 off (unlimited)

$4 admission

10% off

Season Pass

Day Pass Holder SkyRide $4 admission Daypass

Wristband

Familiarity Discount Employees

40% Food Discount

10% Carrousel Gift Store

Free Ride Admission

Familiarity

Card

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Cashier SOP Ride Restrictions

Ride Restrictions

All riders must be able to hold themselves upright while an attraction is running. Riders with severe disabilities

should have a caretaker ride with them.

Service Animals ‘Service animal’ means any dog that is individually trained to do work or perform tasks for the benefit of an

individual with a disability, including a physical, sensory, psychiatric, intellectual or other mental disability...

other species of animals, whether wild or domestic, trained or untrained, are not service animals. The work or

tasks performed by a service animal must be directly related to the individual's disability. Examples of work or

tasks include, but are not limited to:

Assisting individuals who are blind or have low vision with navigation and other tasks.

Alerting individuals who are deaf or hard of hearing to the presence of people or sounds.

Providing nonviolent protection or rescue work.

Pulling a wheelchair.

Assisting an individual during a seizure.

Alerting individuals to the presence of allergens.

Retrieving items such as medicine or the telephone.

Providing physical support and assistance with balance and stability to individuals with mobility

disabilities.

Helping persons with psychiatric and neurological disabilities by preventing or interrupting impulsive

or destructive behaviors.

The crime deterrent effects of an animal's presence and the provision of emotional support, well-being, comfort

or companionship do not constitute work or tasks (i.e. Therapy animals are not service animals).

Breastfeeding 2001: Breastfeeding in public is not considered indecent exposure. (RCW 43.70, 9A.88.010)

2009: Breastfeeding mothers are protected under state anti-discrimination law, and can breastfeed their children

in places of public accommodation such as restaurants, pools, theaters, government buildings, museums,

libraries, busses or parks. (RCW 49.60.030 and 49.60.215)

The owner, manager or employee of a place of public accommodation cannot request that a mother stop

breastfeeding, cover her child, move to a different room or area or leave. If someone complains to you, as an

employee or owner of a business, about a mother breastfeeding her child, politely explain that the law protects

the right of the mother to stay where she is to breastfeed. If they are offended, the only suggestion that you can

make is that they avert their eyes or move away.

If you choose to provide a space for breastfeeding, place signs prominently in your business but know it is the

breastfeeding woman’s right to stay where she is. She does not have to use a designated area.

The law does not apply to employees. However, Washington Law encourages employers to support

breastfeeding employees. To learn more visit the Breastfeeding Coalition of Washington website

breastfeedingwa.org. To contact the Washington Human Rights Commission with questions about the law

protecting a mother’s right to breastfeed in places of public accommodation, call 800-233-3247 or visit

hum.wa.gov.

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Ride Restrictions Cashier SOP

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RESTRICTION SKYRIDE CARROUSEL TOUR TRAIN

Age 15 years and under must

ride with an adult (18+). N/A

15 years and under must

ride with an adult (18+).

Height N/A

Children shorter than 42

inches must be accompanied

by an adult (18+).

N/A

Weight 1058 lbs./6 adults

per 1 cabin.** 250 lbs. per person N/A

Animals No Pets* No Pets* No Pets*

Other

Shirt, pants and

shoes required.

Food and non-alcoholic

beverages allowed dur-

ing normal operation.

Shirt, pants and

shoes required. All attire

must be dry.

Shirt, pants and

shoes required.

Food and non-alcoholic

beverages allowed dur-

ing normal operation.

RIDE TICKET MINIMUM W/O ADULT MAXIMUM

Area 51 Inflatable Kiddie 36 Inches/3 Feet 60 Inches/5 Feet

Berry-Go-Round Thrill 36 Inches/3 Feet N/A

Bumper Boats Kiddie 30 Inches/2.5 Feet 36 Inches/3 Feet

Caterpillar Kiddie 36 Inches/3 Feet 54 Inches/4.5 Feet

Dragon Coaster Thrill 42 Inches/3.5 Feet N/A

Ferris Wheel Thrill 48 Inches/4 Feet N/A

Krazy Kars Thrill 42 Inches/3.5 Feet N/A

Red Baron Kiddie 36 Inches/3 Feet 54 Inches/4.5 Feet

Rockin’ Tug Kiddie 42 Inches/3.5 Feet N/A

Spider Thrill 42 Inches/3.5 Feet N/A

Sizzler Thrill 52 Inches/4.3 Feet* N/A

SR2 Simulator Thrill 42 Inches/3.5 Feet N/A

Tilt-A-Whirl Thrill 42 Inches/3.5 Feet N/A

*Children shorter than 36 Inches/3 Feet are prohibited from riding the Sizzler.

*Operators are required to admit service animals as previously defined.

**Up to two children 2 years old or under may ride with 6 adults in 1 cabin

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Cashier SOP General Guidelines

Cashier General and Safety Guidelines

In the Cashroom

1. Do not go into the vault.

2. Always count out your bank, make sure it matches the amount slip included and sign it out.

3. Immediately give Cashroom attendant/Shift Supervisor any Carrousel thumb drives and leftover day

passes when cashing out after your shift.

4. Quickly count your totals and finish your paperwork. Do not waste time and take up space by talking

with other cashiers.

5. Clean up your area and put supplies away after finishing cash out.

6. Always call out “dropping!” to indicate you are dropping your bank into the safe.

During Normal Operation

1. Do not allow other team members to use your bank. Do not use other team members’ banks.

2. Be knowledgeable; keep up with current park events by reading the Park Press. Know all ticket/pass

prices and ride restrictions and closures.

3. Be accurate; make sure the guest is purchasing what they want by repeating the order back to them. Al-

ways count back the change to the guest. Leave the cash they paid in full view during the transaction so

there are no mix-ups.

4. Be Efficient; quickly help each guest when the line is long. If there are other tasks that need to be done,

do them while there are no guests waiting for help.

5. Be friendly; always greet the guest, ask how their day is, etc.

6. Give the guest the best deal. Ask if they would like a discount (only give one discount per transaction),

or let them know if they could get a lower price on what they are purchasing.

Safety

1. Always have an escort when moving between locations with your bank.

2. Always secure your bank when you are unable to take it with you. Either lock the cash register and take

the key with you, or lock the bank in a lockbox and take the key with you.

3. If a robbery should occur:

a. Follow the robber’s instructions.

b. Do not make any sudden moves.

c. Keep your hands in plain sight.

d. Tell the robber about any unexpected surprises, such as another team member in the back.

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General Guidelines Cashier SOP

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e. Use the time to take notice of the robber’s physical appearance, mannerisms, techniques, words

used, dialect, etc.

4. After the robbery:

a. Lock door immediately.

b. Call Security.

c. Do not touch any surfaces the robber may have touched or items that may be considered

evidence. Put plastic, forms of paper, or boxes over counters where the robber might have left

fingerprints.

d. Ask guests who witnessed robbery to remain. If they are reluctant to do so, get their name,

address, and phone number for the police to contact later.

e. Do not discuss the robber’s features with anyone else. Immediately write a description and an

account of the robbery.

Counterfeit Bills & Theft

Counterfeit Bills

1. Watch for bills with smooth or different textures.

a. In denominations of $10 or more there is a strip on the left hand side that can be seen when held

up to the light. The strip says how much the bill is for and that it is U.S. currency.

2. Altering Bills

a. Guests may clip the 100 off of the corner of $100 bills and place them on another smaller

denomination.

b. Guests may bleach bills and reprint over them (there’s no difference in texture).

Theft

1. Confusing the cashier

a. Guests may ask for change and then proceed to exchange change for other, ending up confusing

the cashier and getting more change than they deserve.

b. Guests may conceal items on themselves or wear them out of the shop.

Communication

Using the Radio

Radios are a vital communication link within the Parks Department. Radios must be signed out and in on a daily

basis. We also share our frequency with Central Park Maintenance. Be aware that our guests also may over hear

the conversations. Be sure to maintain professionalism at all times.

1. Be accurate - Depending on the circumstance, the receiver may require descriptions of people, ride

status, situations, etc. Use the letter codes to give Security a more accurate idea of a situation without

having to lengthen the transmission.

2. Be brief - Know what you need to communicate before using the radio. If your question is short, you

may ask over the radio (Ex. “where is the [item]”). If a transmission is taking too long, ask the receiver

for a CODE 1 or CODE 2.

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Cashier SOP General Guidelines

3. Be clear - After pressing the talk button, always pause before speaking or the radio will cut out your

first words. Do not mumble or fail to respond when the receiver starts to call you. Do not interrupt other

transmissions.

For cashiers:

1. Call Security or Shift Supervisor (Park 10) for a CODE 5 when you need an escort and no one from your

location can escort you. The escort must have a radio.

2. Call Cashroom for a CODE 3 when you need more cash. Pay attention to your bank and call before you

run out of a denomination.

a. For bills, ask for Large [denomination].

b. For coins, ask for Small [denomination].

Ex: “I need a CODE 3 Small 5’s and Large 10’s.” This means bring nickels an d $10 bills.

3. Call Shift Supervisor for a reduction if you have over $1,000 in your till, for personal safety.

a. Fill out the reduction slip and have Shift Supervisor sign it.

b. Put money and slip in an envelope or bag, seal and give to Shift Supervisor. The white copy

goes in the bag; the yellow copy goes with your paperwork.

CODE MESSAGE

1 Need to speak to you in person

2 Need to speak to you by phone

3 Call for change or money

4 Unruly park guest

5 Need an escort

7 On break

8 Leaving park property

9 Park security requested to investigate

10 Life threatening emergency - Accident, life

threatening injury, police or fire matter

CALLER “SkyRide to Security.”

RECEIVER “Go ahead.”

CALLER “We need a CODE 9 at the

Theme Stream.”

RECEIVER “What is the nature of the

problem?”

CALLER

“CODE M. Adult male, about 6

feet tall, wearing a red sweat-

shirt.”

RECEIVER “Copy, on our way.”

EXAMPLE TRANSMISSION:

CODE MESSAGE

A Alcohol Possession

B Bicycle

D Dog

E Exposure

F Fighting, Assault

I Intoxication

M Marijuana/Drugs

CODE MESSAGE

N Noise

P Pandering

S Skateboards

T Theft

V Vehicle

W Weapon

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General Guidelines Cashier SOP

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Guest Service

1. Open and close your area on time and be prepared for guests. Explain to guests if something is not

opening on time.

2. Welcome each guest with eye contact, a smile and a pleasant greeting.

3. Always thank the guest.

4. Display friendly body language.

5. Ask questions such as “Can I help you?” if someone looks lost.

6. Offer something more than the guest asks for. Exceed their expectations.

7. Know and demonstrate safety practices and cleanliness.

8. Try to resolve a situation to the best of your ability but do not hesitate to contact a supervisor before a

guest gets upset. The supervisors have greater authority and experience in decision-making.

9. Know your job. Execute it efficiently and with great pride. This includes learning about Riverfront Park,

hours of operation, best values, events, group activities, etc.

10. Do not chew gum or tobacco, smoke, eat or drink while on duty.

11. Take off sunglasses when speaking with a guest.

12. Work as a team and be prepared for a variety of different responsibilities.

NEVER DO THE FOLLOWING:

1. Do not assume; always offer accurate information or ask knowledgeable team members until

you obtain it.

2. Do not say, “There’s nothing I can do about it.” Get a CODE 2 from Shift Supervisor if needed.

3. Do not say, “It’s not my job” to guests or supervisors. If you can’t help our guests, find out who can. Do

not send them to someone else unless you are sure that person is able to assist them and that area is

open.

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Cashier SOP Opening Procedures

Opening Procedures

Before Location

1. Clock in, go to the Cashroom and tell the attendant your location.

2. Count your bank to check for accuracy.

Note: If the amount does not match the slip in the bag, immediately have the attendant fix it.

3. If your location sells Daypasses, get them from the attendant and count them.

Note: Daypasses should be treated the same as cash.

4. Sign out your bank and its amount, and Daypasses (if you have any) on their respective sign out forms.

5. If needed, call for a CODE 5 (escort).

At Location

1. Log into the register.

2. Put money into register.

Note: All bills should be facing the same direction.

3. Follow your location’s opening procedures.

4. Check beginning inventory numbers and write on inventory log.

5. Add any new products to your inventory form in the appropriate line.

6. Check to make sure you have enough supplies for the day. Call your supervisor if you need

more supplies.

7. Check to make sure the receipt printer and credit card machine have receipt tape/ticket stock.

IMPORTANT Required – Prior to clocking in, team members must be in full uniform, including proper footwear and

nametag.

IMPORTANT Required – All inventory items must be recounted. Do not use counts left behind by previous shift. If there

are discrepancies, report them to your supervisor and document them on the day forms.

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Using Quantix Cashier SOP

15

Using Quantix

Logging In

1. Open Quantix and select USER ID (A). Type in last name

as username.

2. Select PASSWORD (B). Type in your password and

select OK (C).

Note: Cashiers are given generic passwords to

begin. Passwords expire after 90 days.

3. Enter in BEGINNING BALANCE (A) and select OK (B).

Making a Transaction

1. Use KEYPAD (A) to enter in the quantity of an item, and select an item button (B).

Note: Repeat for each type of item. Press just the item button if there is only 1 of an item.

2. Select the PAYMENT button (C).

A

B

Figure 2 - Beginning Balance Menu

A

B

C

Figure 3 - Attractions Menu

A

B C

Figure 1 - Login Menu

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Cashier SOP Using Quantix

3. Select a method of payment (see operating procedures).

4. Enter in the amount paid (for credit cards, go to card machine) and select OK.

5. Give back change and/or receipts and any tickets.

Adding Discounts

1. Select an item and go to Discounts button.

2. Select a discount and how many people it applies to.

3. Perform steps 2-5 of ‘Making a Transaction.’

Selling IMAX Tickets

1. Select the movie.

2. Select PAYMENT.

3. Select TICKET TYPE to add tickets, then select OK.


Making a Group Sale

Walk-in Groups

1. Select GROUP SALES (A).

2. Select 15 of one item.


Invoices

1. Select GROUPS (B).

A

B

Figure 4 - Main Menu

IMPORTANT There must be a MINIMUM of 15 people to do a group sale.

Do not use the ‘Groups’ button when at the Carrousel; you will crash Quantix when pressing that button.

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Using Quantix Cashier SOP

17

2. Select GROUP BOOKING INVOICE # (A).

3. Choose the correct invoice number (B) and select OK (C).

4. Select PAYMENTS (D).


Note: To change quantities on an item, select MODIFY QUANTITIES (E) and adjust with +/-

buttons.

A Figure 5 - Group Booking Menu

B

C Figure 6 - Invoice # Menu

D Figure 7 - Group Payment Menu

E

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Cashier SOP Using Quantix

Logging Out

1. Select OPTIONS (A) then select CASHIER LOGOUT (B).

2. If the terminal is being shut down for the day, select SHUTDOWN (C).

Note: Make sure the Shift Report data is uploaded to a Carrousel thumb drive before shutting

down the terminal at the Carrousel

B

A

Figure 8 - Main Menu Figure 9 - Options Menu

C

Figure 10 - Login Menu

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Operating Procedures Cashier SOP

19

Operating Procedures

Credit Card Transactions

Accepted: Visa, MasterCard, and Discover. Visa and MasterCard debit cards also accepted.

Not accepted: American Express

RFP is unable to give cash back on credit card purchases.

Running a Chip Card

1. Select the card type in Quantix for method of payment.

2. On the credit card machine, press F2 (A) for SALE.

3. Enter in CLERK ID (B) and press Enter (C).

Note: Clerk IDs are two-digit numbers that are assigned to cashiers at the beginning of their

employment at RFP and are kept throughout that period.

4. Enter AMOUNT (A) of the sale and press Enter. Press F1 (B) YES to confirm sale.

5. Press Enter or have guest put in debit card PIN (C) and press Enter.

A

Figure 1 – Main Menu

B

C

Figure 2 – Sale Menu

Figure 4 – Sale Confirmation Menu Figure 3 – Sale Amount Menu

A B

Figure 5 – Enter PIN Menu

C

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Cashier SOP Operating Procedures

5. Insert chip end of card into slot (A) when prompted, and do not remove until prompted.

6. Remove card when prompted and have guest sign merchant receipt if needed.

Note: Always keep the merchant copy of the receipt.

7. Print tickets and customer receipt and give to guest.

Note: Always thank the guest when the transaction is over.

Running a Non-chip Card

1. Select the card type in Quantix for method of payment.

2. On the credit card machine, swipe the credit card in slot (A).

Note: Some machines in RFP require the cashier to enter the last four digits of the card into

the machine after swiping.

Figure 6 – Security Chip Slot

A

Figure 7 – Non-chip card slot

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21

3. Perform steps 3-5 and 6-7 of ‘Running a Chip Card.’

Voiding a credit card transaction

1. Fill out blue Void/Refund form (Figure 8). Circle Void (A).

Note: Voids do not require customer information.

2. Press More (A) then press F2 (B) for VOID.

3. Press F1 for YES (C) or press F2 for NO (D) and enter last 4 digits of credit card.

4. Stamp void on the items and attach to Void/Refund form.

Figure 8 – Void/Refund Form

A

IMPORTANT Required – The void/refund form must be filled out completely and the ticket and receipt attached before

the Shift Supervisor can approve it.

Cashiers cannot void another cashier’s transactions, it must be done as a refund.

C

D

Figure 10– Void Last Transaction

A

B

Figure 9 – Void Menu

22 3/10/2016


Cash Transactions

Running a cash transaction

1. Select CASH (A) for Method of Payment.

2. Enter in the denomination of the money the guest has paid (A) and select OK (B).

Note: Keep the money in full view of the guest until the proper change has been given out.

3. Gather and count back the change to guest. Give guest their ticket once they have accepted their change.

4. Place money in till.

Cash Voids and Refunds

For a void:

1. Fill out blue Void/Refund form, stamp ‘void’ on the item(s), and attach to form.

A

Figure 11 – Cash Method of Payment

A

B

Figure 12 – Rendered Payment/Change Due

IMPORTANT Required – The void/refund form must be filled out completely and the ticket and receipt attached before

the Shift Supervisor can approve it.

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23

2. Return guest’s money.

Note: If the guest is making another transaction, simply return the difference.

For a refund:

1. Fill out blue Void/Refund form, and then have guest write down their information and sign the form.

2. Stamp ‘void’ on the item(s), and attach to form.

3. Give guest the value of the item(s) in cash.

Other Transactions

Checks

1. Select CHECK (A) for method of payment.

2. Have guest fill out a check to ‘Riverfront Park.’

3. Make sure the check has an address located within the area outlined on the map posted in your location.

4. Write the ID number on the front of the check along with the expiration date of the ID, and initial.

Note: check the picture against the check-writer, and their check signature against the ID

signature.

5. Stamp the check after receipt with the RFP address.

Not accepted:

Handwritten checks/non pre-printed checks

Two-party checks

Payroll checks

Checks with more than amount of purchase written

Non-matching numerical and written amounts (Ex: $5.50 = Five dollars and 50/100)

A

Figure 13 – Check Method of Payment

IMPORTANT

Required – Do not accept any checks without matching, valid, non-expired picture ID.

24 3/10/2016


Traveler’s Checks

1. Select TRAVELER’S CHECK (A) for method of payment.

2. Ensure the traveler’s check is in U.S. funds. Do not accept a traveler’s check with foreign funds.

3. Have guest sign the traveler’s check in your presence. Compare the original signature on the check

against the new one.

Note: Make sure the guest signs on the signature line, not the ‘Pay to Order’ line.

4. Stamp the traveler’s check on the back after receipt with RFP address.

Gift Cards

1. Select GIFT CARD (A) for method of Payment.

Note: Visa and MasterCard gift cards should be run as credit cards.

A

Figure 14 – Traveler’s Check Method of Payment

A

Figure 15 – Gift Card Method of Payment

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25

2. On the credit card machine, press More (A) 3 times.

3. Press F1 for GIFT CARD (B). Press F3 for SALE (C).

4. Enter in AMOUNT (D) of the sale and press Enter.

5. Finish the transaction.

To Activate:

1. On the credit card machine, press More 3 times.

2. Press F1 for GIFT CARD. Press F2 for ACTIVATION (A).

3. Enter in the amount of the activation (B) and press Enter.

4. Select F1 (C) for YES to confirm activation amount.

D

C A

B

Figure 16 – Gift Card Menu Figure 17 – Gift Card Options Figure 18 – Gift Card Sale

Figure 19 – Gift Card Options

A

B

C

Figure 20 – Activation Amount Figure 21– Amount Confirmation

IMPORTANT

Amount of gift card must either be $25 or $50. No other denominations are accepted.

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Cashier SOP Closing Procedures

5. Swipe gift card. Select F3 (A) for SELECT and press enter.

6. Finish Transaction.

Canadian Currency

1. Select CASH (A) for method of payment.

2. Fill out Canadian Exchange form (Figure 26) to calculate the correct U.S. equivalency.

Note: Check the daily exchange rate by calling Cashroom (ext.: 6616).

A

Figure 22 – Amount Total Figure 23 – Swipe Gift Card Figure 24 – Tender Type

A

Figure 25 – Cash Method of Payment

Figure 26 – Canadian Exchange Form

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27

3. Enter the amount you calculated as the amount tendered.

4. Return the amount of change displayed on Quantix.

Split Payments

1. Select SPLIT PAYMENT (A) for method of payment.

2. Select a method of payment. The running balance (B) will display throughout the transaction.

3. Finish the first part of the payment and repeat step 2 until the balance is paid.

Mass Refunds (IMAX)

1. Call Shift Supervisor to issue complimentary tickets as guests exit the theater.

2. Refund money when given ticket stubs.

3. Attach tickets to Void/Refund form.

4. Fill out one Void/Refund form for all refunds. Have it approved by Shift Supervisor.

A

Figure 27 – Split Payment Method of Payment

B

Figure 28 – Running Balance

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Void/Refund Explanations Groupons:

Groupon credits do not expire. A Groupon can be redeemed by receiving the equal dollar amount on

item in the Park. These are never treated as refunds, giving cash back.

Family:

Family member afraid of ride/attraction (If member is a child, the entire family will often receive a

refund.

Injury

Incorrect number of attendees is rung up (most common at SkyRide).

Excess tickets purchased for rides and not used due to child being afraid.

Guest/Cashier:

Guest realizes they qualify for a discount so refund is given and sale is re-rung.

Restaurant:

Accidently charge customer for a large meal when they wanted a child’s meal.

Cashier error in ringing up an incorrect order and it isn’t caught until after customer has paid.

Weather:

Park or attraction is closed due to inclement weather (temperature, wind, lightning, etc.).

Gift Items

1. Select GIFT-TAXABLE (A) on the Gift Menu.

2. Calculate the tax by typing in the price and selecting the tax button on a calculator.

3. Enter new amount into Quantix.

A

Figure 29 – Gift Menu

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29

Tax Exemption

1. Select GIFT-NO TAX (on the Gift screen).

2. Check guest’s ID to make sure they are tax exempt.

3. Fill out Tax Exempt form (Figure 30).

4. Enter amount into Quantix.

Inventory Control

Keep an accurate count of all items at all times.

Always count your inventory at the end of your shift and add it to the next day’s beginning count.

Any discrepancies in your tracking of inventory will be considered an over or shortage.

All inventory items should be kept in safe storage.

Ticket issuers and food storage areas should be locked up when not in use.

Food & Gift Items

1. At the beginning of your shift, check the beginning numbers against the actual numbers by recounting

all location inventory.

IMPORTANT Food service and ticket items are not tax exempt.

IMPORTANT Required – Always write down beginning counts for the next day’s cashier. All items, whether they are

food or tickets, are considered the same as money.

Figure 30 - Tax Exempt Form

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2. Report any discrepancies to your supervisor and note them on your inventory sheet.

3. If you receive new items during your shift, record them in the add columns (A) on your inventory form.

4. If an item becomes damaged during the day, mark it in the damage column of your inventory form and

keep it for the Shift Supervisor to check.

5. At the end of your shift:

a. Record all ending counts in the end column (A) of your inventory form.

b. Write down the ending counts on another inventory form in the beginning column (A) for the

next cashier.

6. Balance your inventory form by subtracting your beginning numbers from your ending numbers to see

how much of an item you sold.

Tickets (Parking)

1. At the beginning of your shift, check the beginning ticket numbers against the actual ticket numbers.

2. Report any discrepancies to your supervisor and note them on your inventory sheet.

3. If you receive new tickets during your shift, record them upon receipt on your inventory form in the

add columns. Note any skips in the number of tickets.

4. If a ticket item should become damaged during the day, attach it to a Void/Refund form and fill out the

price as $0. Fill out the rest of the form.

5. At the end of your shift:

a. Record all ending ticket numbers in the end column (A) of your inventory form.

b. Write down ending ticket numbers on another inventory form in the beginning column (B) for

the next cashier.

6. Balance your inventory form (Figure 31) by subtracting your beginning numbers from your ending

numbers to see how many tickets you sold.

Figure 31 – Parking Lot Daysheet

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31

Closing Procedures

At Location

1. Make sure your area is clean and ready for the next day.

2. Count end-of-the-day inventory.

Note: Make a list for the Supervisor if there are inventory items needed.

3. Gather up all money, Daypasses and paperwork into your bag.

4. Print a batch report. Also print a settlement report if you are the last cashier to use the terminal

for the day.

Note: Do not print the settlement report before the batch report, or else you will not be able to

print anything else from that credit card machine.

5. Log out of the register.

Note: Locations that are not connected to the RFP network (i.e. Carrousel) require the shift report

to be loaded onto a thumb drive while logging out of the register.

6. Complete location closing procedures.

Reconciling Your Bank

1. Enter the Cashroom and gather the necessary paperwork:

a. Balance Worksheet

b. RFP Cashier Recap

2. Count your bank and credit card total, and fill out the cashier recap (Figure 1).

3. Use the shift reports that the attendant prints out with the Balance Worksheet (Figure 2)

Figure 1 – Cashier Recap

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Cashier SOP Closing Procedures

4. Put the shift report totals in the amount column (A). Add the totals and subtract any voids/refunds to

get the register total (B).

5. Put the Cashier Recap total in the cash line (C). Put the beginning bank amount in line (D).

6. Subtract the beginning bank amount from the cash amount to get the cash total.

7. To balance, the cash total and register total must be identical.

Dropping Your Bank

1. Separate the white copy of the cashier recap from the yellow copy, fold the white copy and place on top

of bills.

2. Gather together all parts of your bank (bills, coins, receipts) and put them in the plastic bag (Figure 4),

tightly sealing the bag and wrapping a rubber band around it.

A

B C

D

Figure 2 – Balance Worksheet

IMPORTANT Required – DO NOT take away or supplement money to be deposited in order to force the deposit to balance

with receipts. If you are more than $2 off you will get a write-up.

Figure 3 - Cashier Recap (white copy) Figure 4 - Bank

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Closing Procedures Cashier SOP

33

3. After sealing the bag, go to the safe and call out, “dropping!” to the attendant when dropping the bank

into the safe. Make sure to always turn the crank handle.

4. Gather your paperwork and staple it in this order:

a. Cashier recap (yellow copy)

b. Void/Refund forms

c. Any other forms

d. Shift Reports

Fold over the shift report at the bottom and give the paperwork to the attendant.

5. Return any radios and/or keys to the Shift Supervisor’s office and clock out.

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