northern!michigan!university! department!of!recreational ... · 6 concessions’...
TRANSCRIPT
Northern Michigan University Department of Recreational Sports Info Center Attendant Manual
2014-‐2015
2
Welcome to the Department of Recreational Sports at Northern Michigan University, The purpose of our Facility and Programs is to enhance the educational and recreational experience of every person attending our University and those participating in the Department of Intercollegiate and Recreational Sports programs. Our department and facilities are designed to facilitate the best recreational and wellness related programming possible. This manual includes policies, procedures, regulations, and up-‐to-‐date information pertinent to effective info center attendant practices in our recreational facility and is intended to serve as a guide for Rec Center staff, personnel, and administrators. Your knowledge of and adherence to the rules, policies and procedures outlined in this handbook is necessary for achieving program goals. Your diligence keeps participants safe and ensures a quality recreational experience. Your hard work and dedication makes our facility a unique, safe, and diverse part of our University and Department. We are excited to have you as part of our staff. Yours in Recreation, Katrina Theut Brian Gaudreau Fitness and Informal Recreation Manager Associate Director-‐Programming The Info Center Attendant Manual is an important administrative document. Misuse of this manual and/or the administrative forms included is grounds for dismissal. Questions or concerns regarding the contents of the manual should be brought to the attention of the Fitness and Informal Recreation Manager.
3
Congratulations on becoming a Rec Sports Information Center Attendant! You are a vital resource to our overall operation and we chose you to help us fulfill our goal as a facility: to provide the absolute best customer service we can offer. We know that you can help us maintain that integrity and reputation. Ultimately, you are the first person the public will see when they walk into our facility and you could be the first person they interact with. You are that friendly and knowledgeable employee who can answer their questions, or at least direct them correctly. You are the person who provides excellent customer service to individuals and it makes them want to return to the P.E.I.F. We want to send a positive and dynamic impression to those individuals, and we feel that you can do that. You are also an important link between management and customers. You will deal with customers every day and hear their comments about the facility. We trust you to communicate those comments to either your Supervisor or another member of management so the customer can be served in the best possible way. You are that important element and we take the questions or comments you have very seriously. Information Center Attendant Job Description
The Information Center Attendant is responsible for the smooth operation of the Information Center. This position requires strong skills in customer service, telephone handling, cash register operations, and rule enforcement. Duties include customer relations, reservations, answering the telephone, concessions, enforcing policies, and assisting with building cleanliness. Qualifications: 1. Friendly personality 2. Strong Customer service skills 3. Ability to work in a fast pace environment 4. Certification in American Red Cross CPR/ First Aid/AED 5. Knowledge of overall facility and programmatic policies, procedures, and programs 6. Ability to communicate effectively 7. Ability to handle stressful situations 8. Knowledge of the overall Rec Sports Complex 9. Current full time student status
4
Information Center Attendant Opening Procedures
The Information Center Attendant, with the exception of weekends, will not open with a Supervisor. Therefore, all opening procedures will already be complete by the time the Information Center Attendant arrives. The Supervisor will outline tasks needed to be fulfilled during your shift. However, if you are working a weekend opening shift, please feel free to browse through the Supervisor opening procedures. The Supervisor will arrive to let you into the Recreation area and they will direct you as to what needs to be done. This will ensure that all tasks will be complete by the time the building needs to be open. If you have any questions, feel free to talk to your Supervisor as they will guide you. Duties that should always be completed when the Info Center Attendant arrives in the morning are-‐but are not limited to:
• Dusting all counter top spaces inside the Rec Center. • Cleaning out cappuccino machine • Rinse out pop stand with boiling water • Re-‐stock all concession stand food items, cutlery, cups, plates etc. • Disinfecting all rental equipment • Make sure Ice is filled • Ask Supervisor if there are any tasks that they need assistance with
Info Center Attendant Worker Policies and Conduct
1. While working, you are to abide by a certain dress code. You are required to wear the
Department shirt provided to you or a plain NMU shirt, clean and presentable khaki pants, and closed-‐toe shoes.
2. Items such as sandals, hats, head wraps, and bandanas are strictly prohibited. Khaki
shorts and skirts are permitted if the length reaches mid thigh.
3. Your appearance at work should be clean and neat.
4. All employees should arrive at least five minutes early for their shift so they are ready when it begins.
5. Never leave the cash register unattended. Leaving the register unattended invites theft
and it is a serious work violation.
6. The PEIF safe must be kept closed at all times. Deposits are never to be left unattended.
7. NO ONE is allowed in the Information Center except those student employees on duty or if there is an emergency. There are NO exceptions. Also, please limit the amount of
5
people outside the Information Center. Friends are not permitted to be standing at the counter for extended periods of time.
8. Laptops and cell phones are not allowed to be used at any time during your shift.
9. Computers are only to be used for utilizing the EMS system, checking the NMU Rec
Sports Website, scanning passes and checking the employee User Group.
10. Beverages may be kept on the counter as long as it is always kept out of sight from the patrons.
11. Food consumption is prohibited from within the Information Center. You may eat in the
lobby area or in the back rooms of the Information Center, provided there is another individual able to watch the counter.
12. Homework is permitted in the Information Center, but it is limited to reading only.
Homework should not interfere with the job responsibilities of the Information Center. You must be attentive when people approach your station. Do not make someone wait while you finish a sentence or a paragraph. At no time should the Information Center be cluttered. All other homework is not permitted.
13. Watch the types of conversations that are being held between workers. You would be
surprised at how easily a conversation being held in the Information Center is heard up and down both hallways, all the way to the lobby.
14. Food and drink in the Information Center is not free to employees. Employees are
expected to pay for what they take.
15. You are responsible for following all procedures and policies outlined in this manual. Failure to do so may result in serious disciplinary actions and possible termination.
Info Center Daily Responsibilities
There are many daily responsibilities that are important to the overall operation of the P.E.I.F. They are listed under this specific title because many of them will be completed by the Information Center Attendant as they are in the Information Center. The SBM will be busy with things around the building, but they will also take part in these responsibilities. If at any time you feel you need assistance or other things to do, please talk to your SBM.
6
Concessions
1. Make sure all items are stocked and nothing is outdated (food or beverages). If that is the case, alert your SBM. The info center attendant is primarily responsible for preparing or serving food and beverages to patrons.
2. All counters must be clean and free of clutter. All utensils and machines must be clean also.
3. All other products (gloves, paper plates, napkins, straws, etc.) must be stocked. 4. The floor should be clean.
5. Trash needs to be taken out regularly.
6. All chemicals and cleaning supplies must be stored away in the storage room.
7. Gloves must be worn when handling food.
Information Center 1. The rug and floor should be clean. 2. All shelves, computers, cameras, etc. should be free of dust and organized. 3. Stock any retail items or first aid supply items. 4. All counters must be clean and free of clutter. 5. The area beneath the desk that holds equipment and binders should be neat and clean. 6. Keep towels stocked.
7. Scan cards, assist members in filling out forms, answer the phone, make court reservations, and checking out equipment/fitness passes will consume most of your shift. Remember to SMOVE while doing these tasks.
** Many of the above items are duplicates of what needs to be done during closing and this is no accident. If these items are kept up, it makes everyone’s job easier.
7
Duties Outside of the Information Center The duties outside of the Information Center are numerous and are listed below. Remember, the SBM and the Information Attendant should complete these during their shift. The list is substantial, so by the end of the day, all tasks should be accomplished. 1. The Recreation area basketball courts need to be dust mopped. 2. Vandament Arena needs to be dust mopped. 3. The Practice gyms need to be dust mopped. 4. The Racquetball/Wallyball courts and Fitness studio need to be dust mopped. 5. All carpeted areas in the Recreation area lobby and upstairs in the weight room should be vacuumed. 6. The Recreation area lobby tables and chairs need to be cleaned and straightened. 7. The hallways should be free from all trash as well as black scuff marks. 8. The glass behind all basketball hoops should be cleaned. 9. The glass on every door that enters the P.E.I.F. should be cleaned. 11. The magazine racks need to be cleaned out of old and ripped magazines. 12. The cardio machines should be wiped down. 13. The HPER department should be clean (lobby area, tables, chairs, etc.) 14. The P.E.I.F./Berry Events Center link needs to be kept clean, as well as the P.E.I.F./Superior Dome link. 15. The rugs in front of main entrance doors and the racquetball/Wallyball rooms need to be vacuumed and straightened. 16. The outside premises of the facility needs to be checked for litter, glass, etc and picked up.
17. Mirrors in the cardio and weight room needs to be cleaned along with corresponding windows in those areas. 18. Tables in Rec. Area and Conference room need to be wiped down and the carpet vacuumed.
8
19. The weight room floor should be cleared of any weights, bars, garbage, or other lifting supplies 20. Back storage rooms and lost and found should be cleaned, mopped, and straightened. 21. Magazine racks should be cleaned, old papers tossed and magazines reorganized. The same goes for bulletin boards. Information Center Attendant Closing Procedures
During closing, the SBM is busy completing many different tasks to make sure the building is secure. Therefore, it is your responsibility to make sure the following tasks are completed. The SBM may ask you to help them with certain items. Please ask any questions if something is unclear. The SBM will also double check all your work and they may instruct you differently if something is incomplete.
1. The closing procedure may be started half an hour before the building closes, with the exception of the closing announcement, cameras, scanners and closing the overhead doors. ***Concession stand may be closed half hour before close.
2. Listed below are the duties you need to complete before going home for the night. If
you are unsure how to take something apart or where to find the appropriate cleaning supplies, please ask your Supervisor ahead of time.
a. Vacuum the Information Center rug.
b. Sweep and mop the floor in the Information Center and all the back rooms.
c. Fill the ice bin
d. Stock the cooler with bottle beverages (new ones must go in back)
e. Turn off, take apart and clean the soda machine (make sure to follow
dishwashing guidelines found next to the sink in the back) Remove dispenser fixtures and place in tonic water or hot water.
f. Flush pop dispenser with hot water from coffee machine.
g. Take apart and clean the cappuccino machine (make sure to follow dishwashing
guidelines)
9
h. Wash the bagel container, cutter, knife, and all other dishes used that day that may be in the sink along with the coffee pots (make sure to follow dishwashing guidelines)
i. Stock all supplies such as cups, lids, straws, napkins, food, etc.
j. Coffee pot should be cleaned.
k. Clean all counters
l. Bag all trash and replace trash bags (this will be taken out later)
m. Place left over bagels in a plastic bag with a date written on the outside and put
in the back refrigerator
n. Make sure towels are plentiful and stocked
o. Check all medicine cabinet supplies and restock if necessary
p. Vacuum Rec. eating area/wipe tables
q. Give the SBM the day pass log, landmark & facility coupons, and any memberships sold.
r. Make sure walkie talkies are off and charging.
s. Any other task designated by supervisor
3. When it is time for the P.E.I.F. to close, turn off the radio by using the master switch. You should also turn off the camera monitor and shut down the computers.
4. Finally, you can close the overhead window (make sure you don’t hit anything with it) at
15 minutes after the official close time. Clear locker rooms inside the rec. Turn off fans and televisions and clean/tidy any areas that may have been missed. Then, you can sit at the desk and wait for the SBM. You will assist them with completely clearing the building. You may not leave until they instruct you to.
** It is important to remember that while you’re doing all this cleaning; you will still have customers and phone calls to handle. Please, always make these your priority and do not treat them as interruptions.
10
Information Center Daily Operational Procedures
The Information Center is typically the first area visitors to the P.E.I.F. see when they enter the building. Therefore, it is essential, whether you are an SBM or an Information Center Attendant, to present the area in a positive and professional manner. It is important that you are alert, friendly, and tactful when dealing with members, students, and guests. You must do your best to make the public feel welcome and be as helpful as possible. Remember that it is your job to give the visiting participant the best visit they possibly can have and make them want to come back. Issuing Student Recreation Passes The students of N.M.U. are a vital group to the P.E.I.F. Therefore, it is very important you understand the procedure of how to issue a student a pass. Follow the directions below when doing so.
1. Only students may purchase a membership at the info center. All other memberships (faculty/staff, community) must be purchased at the main office during business hours. If a faculty/staff member wishes to sign up for their primary membership you may fill out that form and place it in the main office mailbox. 2. Make sure the student fills out the form completely and legibly (middle initial, birth date etc.). There should never be any blank lines on the rec pass form. If they are charging to their student account, please check BRS. If they pay with cash, credit or check the appropriate line should be marked, and it should be noted they purchased a membership on the cash register log sheet. 3. Make sure to tell the student to keep their yellow slip with them until their student ID scans YES for the first time. Any student whose membership is not processed yet and does not have their yellow slip will not be permitted into the building. *NO EXCEPTIONS 4. Also remind the student to bring their ID card with them anytime they wish to work out. Temporary passes can only be issued in the main office-‐and will only be issued 1 time per semester per person. They will either need to purchase a day pass or go home and get their ID. **NO EXCEPTIONS 6. Eligible undergrads need 4or more credit hours to purchase a rec pass at the regular
rate and grad students need 4 credit hours.
7. If a student is interested in purchasing a locker-‐this may only be done in the Main Office #126 during business hours.
11
8. Make sure to initial and date the rec pass in the bottom right corner, then hand the student the yellow copy.
Community/Faculty/Staff Recreation Passes You have information to give out about these types of passes, but you cannot issue them to the individual. They need to go to Office 126 or call 227-‐2519 to have the pass processed. Please be as helpful as possible to the individual, especially if it is after business hours of Office 126. Student Building supervisors will be able to assist the individuals with purchasing a pass. Daily Guest Passes Daily guest passes may be purchased during regular open recreation hours and are good for that day only. The cost is $10 and may be purchased at the Information Center. The minimum age required for a participant to purchase a guest pass without a supervising adult to accompany them is 14 years of age. If they are between the ages of 12-‐13, a parent or guardian must sign the child in to the log book. There are NO EXCEPTIONS. Children 5 years of age and younger are admitted free when accompanied by an adult.
1. Record the daily guest pass on the log sheet by placing the date and your initials next to the corresponding number. Then stamp the patrons hand.
2. Daily guest passes are valid both in the P.E.I.F and the Superior Dome. 3. Only a SBM is authorized to void a daily guest pass and return the money to the
participant. The SBM must find the reason valid and necessary to do so. When a daily guest pass is voided, it must be noted on the log sheet.
Group Guest Passes Group Guest Passes are available for 10 or more participants that come in as a group. The group fee is $8 per person. Again, this is available only for that day.
1. You need to fill out the Group Pass form that can be found in the back file cabinet. You will need names of the participants, the date, as well as a signature of the one accepting responsibility for the group.
2. If the group is particularly large, all names need to be written in and more than
one form may be used.
12
3. Stamp everyone’s hand in the group. This helps the SBM with keeping track of who has paid to be in the facility. However, all rules still apply to the group, including those about equipment rentals. Make sure you collect the money and ring it up accordingly.
4. Group guest passes should be arranged in advance by either Tricia or Katie. If a
group comes in and does not have 10 people, they do NOT get the guest pass rate.
P.E.I.F. Facility Use Coupons There are times when you may come across a pass that admits an individual into the facility for the day free of charge. There are many forms of these coupons and passes as many departments on campus give them out. They may be given to visiting alumni, prospect students, or others. You need to keep an eye out for them and know how to handle them.
1. Check the validity of the coupon, and make sure that the individuals name is written legibly on the back of the pass. All facility use coupons should be a specific color and have an expiration date.
2. Ask the patron if they would like a tour. 3. Place the coupon in the box next to the cash register with your initials, the date, and
the patrons name on the back of the card. 4. Make note of the coupon in the Landmark book-‐sign, date, and put the number in
the book. 5. Although the individual presents a coupon for a free work out, they still need to
abide by all rules. If they want any equipment, you still need photo identification and so on. Make sure they know this when they check in at the Information Center.
Landmark Inn Coupon Book/SAULT TRIBE BOOK The landmark inn provides a shuttle to the PEIF for guests that utilize their facility. When someone presents you with a landmark inn coupon, their name and room # should be written on the back.
1. Take the coupon book out, write the coupon number, and their name in the book.
2. Offer them a complimentary towel and day use locker lock-‐if they utilize them you must take some form of identification. Please make note in the book if they utilized this service
3. Once complete, place the pass in the box next to the cash register. 4. ****Sault tribe book. Sault tribe members may use the facility at no cost
however, they must provide us with a sault tribe id. If they do not have the ID, they may not utilize the facility at no cost. All individuals must present an ID-‐this includes any youth with the primary adult.
13
Fitness Passes and Classes Fitness passes are issued for classes held in the Fitness Studio (in the racquetball hallway) for which space is limited and on a first come first serve basis. To give out fitness passes:
• Check and scan patrons ID for validity. • If they have a punch pass, they must leave an ID with us if they wish to participate in a
class in the fitness studio. • Passes can be handed out no more than 30 minutes in advance of the class starting. • DANCE STUDIO FITNESS:
o Check and scan patrons ID for validity o Stamp their hand for admission into the dance studio.
• Class Cancellation: o In the event that a class is cancelled-‐it will be noted on the Rec Sports web-‐page
and on posters around the building. o In the event that the instructor does not show-‐contact the building manager
immediately.
Athletic Rehab Pass The athletic rehab pass is given by our department to the Athletic Trainer’s in either the PEIF, Berry, or Dome or USOTS training rooms. If the athlete hands you a pass they must be with a trainer. If there are problems with this let the supervisor know immediately. Athletes cannot use the Rec Center without a valid student pass or rehab pass. Any practices needed to be held in the Rec Center must have prior approval by Katie. Punch Pass Punch passes are sold at the info center are $100. They are good for six months and may be used by anyone the purchaser wishes. Each person that comes in on the punch pass must have a punch taken off and their hand stamped. Punch pass purchasers and their guests may participate in drop-‐in group exercise programs. All punch pass cards should be legible and the separate card should be filled out, payment noted, punch pass number written in the upper right hand corner, then placed in Katie’s mailbox. Answering the Telephone Telephone etiquette is very important when taking calls at the Information Center. The following is an outline you may follow to help you answer the telephone correctly and in a professional manner. Remember this is very important for the image of the department. You need to be familiar with programs, classes, and building hours or know where to find the information.
1. Answer the telephone, greeting the caller in a friendly and professional manner, including a smile (you can hear that through a phone). For example: “ P.E.I.F. Rec Center, this is Katie, how can I help you?” The telephone should not ring numerous times before being answered, but prioritize your situations at hand. Sometimes, you may be able to tactfully assist a person on the phone and
14
someone in person at the same time. If not, ask the person if they can hold for a minute and come back to them. However, leaving them on hold for more than a minute or two is unacceptable.
2. Only give out information that you know is accurate. If you do not know the
answer or information, either take a message, transfer the call, or put the caller on hold to find out.
3. Try to finish the telephone conversation with, “Have a good day!” or “Thank
You!” Make the other person feel like it was your pleasure to assist them. 4. Personal telephone calls are discouraged. Use them for emergencies only and
keep them brief. Using the telephone frequently for personal calls is no different than using a cell phone.
5. To put a person on hold, press the hold button. To take them off of hold, simply press the blinking light. To transfer a call, press transfer. Then, dial the four digit extension, and press transfer again.
Racquetball/Wallyball/Ping Pong Reservations Racquetball/Wallyball reservations may be made beginning at 6am the day before the desired playing date or on the same day. Reservations can be made for a maximum duration of two hours. All members receive free court usage with their memberships. Non-‐members receive full usage of racquetball and Wallyball courts with their daily guess pass fee. When you are taking a court reservation, either over the telephone or in person, use the previous phone techniques and use the following additional information.
1. Once you are aware the participant is calling to reserve a court, ask what day and time they would like to reserve the court for.
2. Write all the participants last name on the master Daily Reservation form on the
computer. Make sure this is legible and if you are not sure of spelling, ask the caller. Be sure you are writing the reservation on the appropriate date and time.
3. Write the reservation on the reservation slip that will be placed on the door of
the court during play. Make sure this is filled out completely. If filled out in advance please make sure that the slip is placed on the clipboard.
4. If a reservation is made the day before play, make sure that both the master
reservation form and the form for the court door are filled out. It is your responsibility to fill out a court slip.
5. Reservations cannot be made more than 24 hours in advance.
15
6. Ping Pong is always located in # 119, and there will always be a Wallyball net set
up in court #117. Intramural Racquetball takes place in court #120 and #118.
When participants come to the P.E.I.F. to play Racquetball/Wallyball, they must check in at the Information Center and show their valid membership card or guest pass. You must see a pass before reserving a court, even if they were in the Recreation Center previously. If they did not reserve a court ahead of time, you still need to see and scan everyone’s passes before issuing a court. As each player checks in, check their name off of their court slip and off the master reservation form. The Information Center Attendant must give the reservation slip for the court door to the last person who checks in. The last person to check in may then be issued the slip and/or Wallyball equipment. All players must check in – NO EXCEPTIONS. If a player does not check in for a court reservation by the hour (i.e. 2 pm, etc.), their court will be held for 15 minutes. If the players have not shown up after 15 minutes, the court may be given away to the first interested user. The SBM should keep an eye on who does/does not show up and alert the Information Center accordingly, especially if all courts are reserved.
Intramural Policies Regarding Ping Pong, Racquetball, Wallyball During the Fall and Winter Semester students may participate in Ping Pong, Racquetball, Wallyball. Courts #115,117,119 are the three courts that will be used during intramural competition. The following procedures should be followed when handling IM competitions.
1. The student must have their pass scanned and hand stamped. 2. The student(s) receive free equipment-‐just retain their ID-‐ 3. When the student(s) complete their game they need to record win/loss in the
intramural book. The students will record. 4. Make sure that they return equipment 5. During Wallyball there will be an official present that will handle the balls and court
equipment. 6. There may be make up’s for ping pong and racquetball. Follow the previous procedures
and make sure that they record results in the book. 7. All games are call your own game style.
Intramural Eligibility and Check In Individuals wishing to participate in intramurals:
• Must always bring their ID with them • Their picture must match their ID • Their card must scan yes • Cannot purchase a day pass or punch pass to participate • Must get their hand stamped
16
Recreation Equipment Check-‐out and Return-‐Collateral policy Maintaining a consistent policy for checking in and out department recreational equipment has to be a priority for every employee. Equipment is expensive and safeguarding its’ check-‐out and return requires a thorough knowledge of the proper procedure involved and the type of identification required. Listed below are the proper forms of photo identification needed in order to check out recreational equipment:
• NMU Student I.D, Recreation Pass, or Valid picture I.D. • Military I.D., Passport, Local school I.D. • Equipment checked out in the P.E.I.F. is not to be used in the Superior Dome nor is the
Superior Dome equipment to be brought to the P.E.I.F. Employees should be watching and reminding participants.
• Recreational equipment is not to leave the facility. 1. Racquets: To rent a racquet, a participant must leave photo identification It should be
returned .............................................................. in the same shape and condition.
2. Basketballs/Volleyballs/Weight Belts/Jump Ropes/Pool Balls and Triangle/Ping Pong Paddles and Balls:
All of these may be checked out in exchange for valid photo identification. If a basketball or volleyball needs to be inflated for the participant, ask someone to instruct you on the proper use of the pump.
3. Wallyball Equipment: A net, 4 eye-‐hooks, 2 bungee cords, and a Wallyball may be checked out with one valid
photo identification. Issue that equipment to the last participant of the group to ensure all players have checked in. Be sure that all pieces of equipment are returned undamaged.
Towels and Locks The towels should only be given out to those who rented a towel or paid for the locker service. This can be monitored by making sure that only members who return a towel receive one back, or receive their photo identification back after renting a towel/lock. You need to make sure that there are always an adequate number of towels in the bin to give out and alert the SBM when they are low.
1. Guests may purchase a lock or towel rental for the day. Photo identification is required for both locker and towel rentals. Lockers and towels are rented together for $5 each and must be rung up under the ‘Locker/Towel Rental’ key on the register.
2. Rental locks are located next to the register and more are located in the top
drawer of the file cabinet in the back. Locks will be given out with an attached
17
combination sheet. The lock must be returned before the user receives their I.D. back. Towels must also be returned before the user receives their I.D. back.
3. When the locks are returned, the employees must check to make sure that the
combination is still attached. If a lock is returned without the combination, contact the Fitness and Informal Recreation Manager to obtain the book to look it up. Keep in mind that locks need to be circulated often so the same ones are not being used.
4. ONLY ONE TOWEL PER PERSON. YOU MUST HAVE A TOWEL TO RECEIVE A NEW
ONE. LOCKERS CAN BE LOOKED UP ON THE MEMBERSHIP CHECKER SITE. THIS SHOULD ONLY BE USED AS A LAST RESORT.
Lost and Found The lost and found is located in the back of the information center. You may check this area for someone’s lost item, provided there is still staff in the Information Center and the person gave you an adequate description. The lost and found area should be kept neat and clean at all times. Also, if any lost items are found, they should be placed in the cabinet and locked up. When placing items in the Lost and Found:
• Write description of item. • Date and Initial. • Neatly place items into storage. • If someone is searching for an item-‐please mark off that they retrieved that item. • Lost and Found is cleaned out at the end of each semester. • Valuables-‐jewelry, phones, ipods, mp3 players, glasses, NMU keys, car keys should all be
placed in the safe. ***We do not take patrons information to call them if we believe we found their item. Also, we never tell an individual on the phone that we have the item until they can come down to claim the item. Computers and Scanners These are used to determine the eligibility of an individual to use the Recreation complex. They may also be used to check the department homepage with N.M.U. to check on events and be a useful resource. They are NOT for personal use. Below are the operating instructions for scanning a participants I.D.
1. Each student I.D. or Recreation member card must be scanned before admittance to the P.E.I.F. This includes all staff, students, athletes, and intramural sport participants. The only exception to this is if there are visitors to the campus and they are touring the facilities.
18
2. If the scanner displays ‘Valid,’ admittance is permitted. If the scanner displays ‘NO,’ admittance is not permitted. You need to scan the I.D. twice to be sure. This ‘NO’ may appear because the person has not purchased a pass and they need to do so to be admitted. It may also be due to the member having multiple cards, an IN # problem, or many other situations. Talk to the participant and see if you can clear up the problem to assure it does not happen again.
3. Members must present a clean and legible I.D. card for the scanner to read. If
the barcode is rubbed off, you may type in the numbers above the barcode manually into the computer. However, do this at your own discretion. The member ultimately needs to get a new card.
4. Students with damaged I.D. cards will have to get a new card at the Wildcat
Express Center (1107 University Center). Most of the time this is a free replacement for students and they will not have to pay for it. If a Rec. Member needs a new card, send them to Office 126.
5. Scanners located in the Information Center are not for private use by customers
or employees. Drop in Programs Depending on the semester, there will be times allocated for drop in Volleyball, Dance, Pickleball, Underwater hockey, scuba, diving and Badminton. To play, individuals must purchase a day pass/have Rec Pass scanned and hand stamped. During drop in times there is no instruction provided to participants, they are just able to use the applicable areas and equipment (Volleyball-‐Vandament, Dance-‐Dance Studio, and Badminton/Pickleball-‐Vandament). Building Schedule The Rec. Sports Complex now has a computerized building schedule. The program is called the EMS system and it is available to view on the computer located below the security monitor. This should be used as a valuable tool in supervising the building. The system will only let you view the schedule and it will not let you make or change reservations. This is the responsibility of the Facility Manager. Cash Register The P.E.I.F register is programmed with many PLU numbers, which include the following:
§ Retail sales § Guest passes § Racquetball rentals § Locker/towel rental
19
§ Concession items
The operation of the cash register is very basic. You can follow the below directions to assist you the first couple of times you use it. However, it will become much easier with practice.
1. On the item/price list located above the register, find the PLU number you need to enter. For example, if someone buys a candy bar, you will need to hit the ‘3’ key and then the ‘PLU’ key. This will automatically ring up $2.00 for one candy bar.
2. You can do the above procedure as many times as you may need to, depending
on the number of items present. When you have finished ringing everything up, you can press Subtotal’ to see how much that person owes. This is particularly useful if they have many items. Collect the money from the individual and press ‘CA/AT.’ The drawer will open and you will have to make change for the individual, if needed.
3. It is important to note that tax is included in all items, including retail. Also, you
need to be sure you’re accurate with your math skills when making a sale. You are responsible for that drawer during your shift.
4. You will learn many other things with the register as you progress. If you need to
open the drawer because you closed it, hit ‘NS.’ This means ‘no sale’ and will open the drawer. If you accidentally hit the wrong number key and you haven’t hit the ‘PLU’ button, you can press ‘Clear.’ This allows you to type a new number. You should always keep an eye on the register tape, as there should always be some in it for receipts and the journal log.
5. If an item must be voided, it must be done by the SBM.
Security Cameras There are cameras all over the building to better help employees see what is going on. While in the Information Center, you are responsible for watching these areas that are displayed and reporting any problems to the Supervisor. The Supervisor cannot be everywhere and you need to assist them with monitoring the building.
1. You can monitor certain areas only by selecting a number on the electronic equipment. This will keep the camera on one area only. If you need to make the camera go to all areas again, press the top middle ‘Seq’ button. The camera should cycle through all areas again.
20
2. At night, the back door to the info center should be paid special attention to-‐especially during peak facility hours.
Dance Studio This room is primarily used for classes and aerobics. However, it is available for Recreation members and daily guest pass users free of charge during drop in times. The schedule should be checked and if Drop In times are noted, the participants I.D’s need to be checked and then they may use the room. They are not entitled to use any equipment in the room. There is no camera in this room and the Supervisor needs to periodically check on it. When this room is not in use, it needs to remain locked with the lights off. At no time should you give keys to anyone other than Rec Sports Staff Fitness Instructors, Maintenance, or the SBM to unlock the Dance studio. To issue the Dance Studio Key:
• Take the key and the clipboard out of the safe • Have the instructor initial the key check out and date/time • Give them the key • When the key is returned the clipboard must be initialed, and key replaced in safe.
HHP Classes Students constantly come and go for classes in the P.E.I.F. Some are held upstairs and others are downstairs. You should assist the students in finding rooms and directing them (you can refer to the map found in this manual if necessary). For classes held in the Recreation Center, the students do not need a rec pass if they are there only during their class. They will need to show an ID and that must be matched against the roster underneath the glass. If they want to attend any other time, they need a rec pass. However, upon their entry for class, you still need to inquire about their entrance. For example, “Good morning! Are you a part of the weight training and conditioning class?” You should never let them just walk by.
• Students in HHP class should provide identification or sign the sign in sheet no more than 10 minutes before class begins.
• Students must exit the Rec Center when the Instructor exits. • Classes wishing to use the Rec Center must make prior arrangements unless scheduled
to do so at the beginning of the semester. • Class will not be held when the instructor is not present.
Pool Because of the proximity of the Pool to the Information Center, it is important for the Info Center attendant to understand its operating procedures.
1. All individuals using the pool MUST have a hand stamp. 2. Diving boards cannot be used until 1pm daily. 3. The Walkie-‐Talkies should be given to the lifeguards at the beginning of their shift-‐it is
the Info Center workers responsibility to listen to the walkie-‐talkie if the supervisor does not have it-‐and relay any important messages if necessary.
21
4. There are specific times for open swimming daily, other programs must have a previous reservation.
5. If there is not a lifeguard-‐swimming cannot take place. If you find out that the lifeguard is late-‐make sure the Supervisor knows.
Concessions The most important elements to remember about Concessions is that the area needs to be kept clean at all times and you need to use correct procedures when handling food. You need to be aware that you need to wear plastic gloves when making pretzels, bagels, or serving pizza. There are no excuses not to. Concession items should be stocked frequently and dates on bottled beverages should be checked on a regular basis. During your shift, you are responsible for the Concession area’s appearance and quality. Birthday Parties
1. Party Space-‐ usually in the seating area. If not, we do arrange tables near the wall for the party to use for cake/ice cream/presents.
2. Carry-‐ins-‐ no carry-‐ins are allowed except: cake, ice cream, milk, juice, candy, etc. Nothing that we carry in our concession area. If an exception is made, it will be written on their form.
3. Staffing-‐ every effort will be made to have a designated party planner on hand to assist the party in addition to the climbing wall/lifeguard staff. In the event the planner does not show up, we do ask that the info center staff take on that role.
4. Concession Area-‐ Pizza is delivered to the info center for all parties. They will use paper plates, napkins, forks, etc. Pop is filled using pitches. A tally is kept of how many pitchers they drank.
5. Payment-‐ Payment break down is on the party sheet. Payment should be collected by the party planner. Cash, check or credit card information is taken. Cards will be charged during the next business day.
6. Clean up-‐ Throw away all the left items and wide down tables. Vacuum if necessary.
Student Staff Employment Policies
Below are necessary items that you need to be aware of as an employee of the Department of Intercollegiate Athletics and Rec Sports. All of the following are taken very seriously. Calling in Sick Students who cannot work due to illness should make every effort to locate a sub and contact your supervisor to make them aware of your circumstances. Students must call the Information Center at 227-‐2110 or a full-‐time staff member at 2421, 2519, or 1692. Students are required to call in sick before their shift.
22
Unexcused absences and tardiness Unexcused absences and tardiness will not be tolerated. Employees are responsible for arranging for substitutes as the need arises. Unusual circumstances that prevent an employee from being on time, such as a class preceding a scheduled shift, must be brought to the attention of your immediate Supervisor. Problems with unexcused absences and tardiness will lead to disciplinary actions and probable termination. Substitution Policy The substitution system allows workers with permanent shifts to take time off. Employees are responsible for finding a qualified substitute to fill the available shift. Substitutes must be employees who are currently working for the department. The procedure for obtaining a substitute is as follows.
1 A substitute must be qualified to work the shift you are looking to have covered. For example: If you work in the Information Center, do not have an employee who has never worked in the Information Center cover your shift.
2 Employees looking for substitutes must post available shifts on the substitution
board in the Information Center. Finding a sub for an available shift may require some effort on your part. Posting a request for a sub does not guarantee the shift will be covered. You may have to use the employee phone list and start calling possible subs. You are responsible for your shift if no employee agrees to sub.
3. Sub slips are to be completed and posted on the board 24 hours in advance of
the substitution. Notify the offices in the event of an emergency.
4. Once the substitution process is completed, the substitute becomes responsible for your shift. Make sure your substitute is reliable and takes the time to mark the date and time of the shift on a calendar. Also, be sure to notify Katie Theut of this substitution.
Two Substitution Shift Policy During each semester all student workers must take at least two substitution shifts. Failure to complete the minimum of two substitution shifts will result in a negative write up. Sub shift slips must be turned into the Fitness and Informal Recreation Manager after the shift has been completed.
Snow Day Policy
23
Special events scheduled in the Superior Dome, P.E.I.F., and Berry Events Center are not automatically canceled when N.M.U. is closed. Ticket sellers and event workers will be contacted by their Supervisors regarding the status of an event when N.M.U. is closed. Workers who cannot make it to work because of inclement weather must contact their Supervisor.
1. Employees are not required to work their assigned shifts when the University is closed due to snowy or icy conditions.
2. At no time should an employee put themselves at risk in an attempt to work an
assigned shift. Please call the Information Center if you are unable to come to work because of the weather.
3. The P.E.I.F. and Berry Events Center will be the only facilities open and staffed
for recreation. All special programs are canceled (GetFit, Aerobics, Instructional Sports, Intramurals) when school is canceled.
4. The P.E.I.F. will be open for recreation at noon and remain open until 10pm. Any
earlier closing will be determined by the Building Supervisor and full-‐time staff in charge, if the weather and participation warrant that action.
5. A special “snow day crew” will be identified to work open hours at the P.E.I.F.
during snow days. The “snow day crew” staff members are workers who live in close proximity to the P.E.I.F. building. “Snow day crew” staff members are expected to report 15 minutes prior to the beginning of each shift.
6. In the event an individual assigned cannot come in, other designated employees
on the sub list will be called by the Supervisor.
7. The Superior Dome is closed for open recreation when the University is closed. Reprimands, Disciplinary Action, and Dismissal (THREE STRIKES AND YOU ARE OUT) Employees who violate established departmental policies will be required to meet with a full-‐time staff person to discuss the circumstances of the violation. Disciplinary action will depend on the nature of the violation and can range from a written reprimand for missing a shift to immediate dismissal for negligence. Violations will be documented in writing and continued problems will result in the employee either being suspended or terminated. The disciplinary process generally will proceed from a verbal warning to a written warning to immediate dismissal.
24
First Occurrence: Employee receives a warning via email. Supervisor makes a written File notation for future reference.
Second Occurrence: Employee receives a written warning that becomes a part of the
employee’s file. Suspension may be warranted at this point. Meet with full-‐time staff.
Third Occurrence: Dismissal. Positive and Negative Write Ups
Positive and negative write ups are issued by supervisors and full-‐time staff. Write ups are issued to information workers, lifeguards, weight room attendants, ORC workers, and maintenance workers. Positive write ups are issued to workers that are going above and beyond expectations and making a difference in our facility. We really want to let our workers know that they are doing a great job and they are appreciated. Negative write ups are issued to workers that have violated the rules outlined in the P.E.I.F. manual. This follows our THREE STRIKES AND YOU ARE OUT POLICY. After a worker has received three negative write ups, they then will be terminated from employment at our facility.
Employee Termination of Employment Employees who decide to end employment with our department are required to give at least two weeks written notice. Two weeks provides sufficient time in which to locate a replacement to cover vacant shifts. In many cases this can be accomplished in less than two weeks. Workers who fail to give the required two week written notice will have this noted in their permanent file. Probation New employees are placed on a one semester probationary period. During the semester student performances are evaluated. If the evaluation indicates performance is satisfactory, the probationary period will be considered fulfilled. Returning employees must maintain consistent and satisfactory job performance in order to retain their employment. Evaluations Evaluation is an ongoing process intended to assess an employee’s strengths, weaknesses, and overall effectiveness. Employees are scheduled to be formally evaluated at least one time each academic year. Program Directors, Building Supervisors, and professional staff are responsible for evaluating employees. Employees meet with evaluators to discuss the results of their evaluation and are given the opportunity to respond to the rating they receive. Evaluations
25
play an important role in determining those employees who are eligible for promotion and retention.
• There will be a mid semester evaluation performed by the individuals primary student supervisor as well as an individual evaluation.
• There will be an end of the year evaluation between the Fitness and Informal Recreation Manager and yourself-‐this will be to discuss progress, ongoing employment, and employee status.
Injuries at Work Employees who are injured while on the job must report that injury to their immediate Supervisor, no matter how minor the injury is perceived to be. This will ensure that the proper injury report forms have been completed and instructions on where to seek medical attention, if necessary, have been given. Time spent by an employee waiting for and receiving medical attention at the direction of the employer during an employee’s normal working hours on days when the employee is working will be considered working time. Monthly Meetings As an info center attendant you are required to attend a mandatory monthly meeting each month. The dates have been set at the beginning of the semester. Vital information for the facility and employment along with training will be shared at this in-‐service. If you know that you are going to miss a meeting (due to family emergency etc.) please let the Fitness and Informal Recreation Manager know as soon as possible. Communication As a student at Northern Michigan University you are required to check your NMU email account for important information. We will be communicating with you primarily through your NMU email as well as Google group. If you find that you are not receiving information, you MUST contact the Fitness and Informal Recreation Manager Immediately! Conditional Employee or Food Employee Reporting Agreement All student employees that handle food must complete and sign the following two forms: (FORM 1-‐A) The purpose of this interview form is to inform conditional employees and food employees to advise the person in charge of past and current conditions described so that the person in charge can take appropriate steps to preclude the transmission of food borne illness. (FORM 1-‐B)The purpose of this agreement is to inform conditional employees or food employees of their responsibility to notify the person in charge when they experience any of the conditions listed on FORM 1-‐B so that the person in charge can take appropriate steps to preclude the transmission of food borne illness.
26
The Outdoor Recreation Center The Outdoor Recreation Center (O.R.C.) is where people can rent outdoor equipment such as canoes, tents, etc. This is also where individuals go to climb the wall, provided that it is open. There is no climbing on the wall when the O.R.C. is closed. The rates and hours of the O.R.C. are posted on the bulletin board as well as the website.
Climbing Wall Participant Policies
Participation in activities sponsored by the ORC is governed by a number of specific policies designed to ensure safety, program quality, and participant satisfaction.
Climbing Wall Participation Policies
There is no charge for recreation members to use the climbing wall during open hours.
Climbing shoes may be rented for $2 on a first-‐come, first-‐served basis. Socks must be worn with all shoe rentals. Harnesses and belay devices also are available for checkout during open and partner climb hours at no charge.
Fees for group packages or wall rental vary with the number of participants, length and content of the event.
Belay Training Belay training is a time set aside for climbers who wish to become belay certified at the ORC's climbing wall. It takes place an hour before every shift, all week. The cost is a onetime only fee of $5. You are required to be belay certified through the ORC if you wish to attend Partner Climbs or belay your friends -‐ even if you are certified at another gym!
Open Climb Open climb is a time at the ORC where anyone can come in, whether you are a beginner climber or advanced. The ORC has staff on hand to help with belaying or give you tips on how to master that route you've been stuck on. No belay certification is required for Open Climb shifts.
Partner Climb Partner climb allows climbers to come in and belay for themselves. This is a time that is usually quieter than Open Climb and allows the climbers to climb the wall without waiting in any lines. In order to attend Partner Climb shifts, you must be belay certified through the ORC
General Use Wall Policies
1. ALL PEIF building rules and policies must be followed.
27
2. Climbers are required to sign in, with their name, before using the climbing wall. Violation of this policy will result in the expulsion from the climbing wall for the duration of that day.
3. The climbing wall is to be used only during scheduled open hours while climbing wall staff is on-‐sight.
4. All climbers (both youth and adult) must have a signed liability wavier form on file on file before use of the climbing wall. Participants must be asked for identification for age verification.
5. Climbers are required to follow the policies and procedures enforced by ORC staff members, this includes wearing an appropriate shirt and shoes and shorts.
6. A parent or guardian must accompany children 12 years of age and under. 7. Food and drinks are not allowed on the crash pad. Please keep these items on the
carpet. 8. No one with an active wound or sign of infection may use the climbing wall. The wound
must be covered properly and then approved by the ORC staff members. 9. Climbers may wear jewelry at their own risk with the understanding that the ORC is not
responsible for injury caused by or damage to any jewelry. 10. All accidents or equipment damage should be immediately reported to the ORC staff. 11. Unsafe climbing practices must be brought to the immediate attention of the ORC staff.
All climbers are asked to assist and encourage less experienced climbers. 12. Changing orientation of holds, climbing routes and overall wall configuration are made
by the ORC staff at designated times only. 13. The use of quickdraws is only for lead climbing situations, they are not holds. Using
them in any other manner may result in injury and the climber must understand the ORC and PEIF are not responsible for injury caused by their actions.
Equipment Return and Rental Policies Returns (for when the O.R.C. is closed):
1. Take the individuals name, phone number, time, and date, along with # of pieces returned.
2. Write information on piece of paper 3. Tape piece of paper to returned equipment 4. Have the Supervisor return the equipment to the O.R.C
Rentals (If the O.R.C. is closed and someone is picking up equipment): 1. The equipment will be in the back of the info center 2. ID should be shown for proof of reservation 3. If necessary remove carbon copy and give equipment to patron 4. Contact a student building manager, invite the patron to sit and the sbm will rent
out equipment if it is available. 5. If no reservation has been made, a student building manager may do so.
28
Kids Climb • Takes place on Friday Night • May be cancelled due to HPER class or other reservation on the wall • Must purchase a day pass unless they have a valid membership. • Parent must stay with child during their tenure within the building. • Toonbuster participants may use the climbing wall at any time when there is open climb
if they have a membership or not-‐they must present toonbuster card.
29
E M E R G E N C Y I N C I D E N T
Assess the situation and Provide Care
Safe Not safe
Deal with problem/concern
Call 911
Listen to patron Contact Supervisor
Offer a solution Notify Management
Fill out appropriate reports with Supervisor
Staff debriefing
30
Seizure 1. Carefully approach the victim as they may be falling or flailing. Remove any dangerous
objects. 2. Try to cushion the head with a towel or other soft object-‐do NOT move the victim. 3. Do not place anything in the victim’s mouth. 4. Call Public Safety-‐2151 and the facility supervisor for assistance. 5. Never place yourself in harm’s way. 6. Fill out an Incident/Accident report with the building supervisor as soon as possible.
Blood and Bodily Fluid Situations Safety first in every situation should be your first consideration. Never put yourself at risk and use the materials given to you protect yourself. Follow these procedures when dealing with bodily fluids.
1. Always wear rubber gloves. 2. Wash your hands or any other exposed area following an incident. Report any exposure
of blood or body fluids to the building supervisor. 3. Throw gloves and any other contaminated materials into a biohazard garbage bag. The
bag is located in the white garbage can marked ‘biohazard’. 4. Throw any contaminated material or garbage bag containing exposed material in the
dumpster located at the loading dock. 5. Close off contaminated area, and use bleach or blood clean up kits to clean any area
that has been exposed and then rinse the deck. 6. Notify the building supervisor to fill out an accident report.
Notify the supervisor and building attendant any time an injury produces a significant amount of bodily fluids. Bodily Fluid or Biohazard Spill • Immediately notify a Supervisor for assistance in cleaning the spill. Close off affected area. • With gloves on, use a towel to clean up affected area. Deposit materials into biohazard bag. • After all traces of the matter are gone, thoroughly spray the deck with the bleach/water
solution. Let fluid sit for 10 minutes, deposit all used materials into a biohazard bag. • Wipe up the affected area; fill out incident/accident report with supervisor. • Any spill of body fluids must be cleaned up according to the protocol check list found on
the back of the Accident Report Form (the supervisor has this sheet).
31
Power Outage 1. Grab flashlight from Info Center on the far wall close to the sub board. 2. Wait in the back of the info center until instructed to do otherwise by the Building
Supervisor. 3. Do not send the patrons back into the locker rooms until lights have come back on
or until instructed to do so by the supervisor. 4. You may need to walk through the facility to ensure patrons safety during the time
in which power has been off. 5. Recreational activities must stop during power outages (basketball, cardio, weight
lifting, and swimming).
Bomb Threat If you have been made aware of a bomb threat, you must contact the building supervisor, public safety as soon as possible. After securing the info center, assist the supervisor in removing patrons from the facility. Exit the facility by the superior dome link. First Aid Emergencies In the event that first aid must be rendered, do so by following these guidelines:
1. Remove the victim from the activity, and have them sit down in a comfortable position. 2. Use as many first aid supplies as necessary to care for the victim and do so within the
scope of your training. 3. Contact the building supervisor immediately if the victim (they must fill out an
accident/incident report): a. Has been injured due to faulty equipment b. Requires care greater than a bandage c. Has lost consciousness or sustained a head/neck/or back injury.
When Should You Call Public Safety?
• When a patron is fighting, being inappropriate, when you feel threatened, if another patron is being threatened.
• If instructed to do so by your building supervisor. • If there is an alarm going off in the building. • If there is a bomb threat, fire, explosion, severe injury, active shooter scenarios • If a theft occurs. • If a child is lost, abandoned, or has been dropped off at the peif. • If you have that feeling…
32
Active Shooter In the event that someone enters the facility and begins to utilize an automatic weapon (gun):
o Call Public Safety o Attempt to exit the building o Hide in a location where you can close yourself or others into a room. Turn off
the lights and cell phones, and remain quiet.
Dealing with Patrons There will be times when you are working when a patron may have a complaint, be angry with service, the facility, or staff. It is your duty as a customer service representative to deal and resolve the situation to the best of your ability. The following guidelines are strongly recommended to assist you with dealing with this individual.
• Recognize their concern! Repeat it back to them just to make sure that you understand. Ask them their name and write it down.
• If possible attempt to remedy the situation: provide answers to questions, refer them to the appropriate full-‐time staff or building supervisor, provide an alternative.
• If they feel that your solutions to the problem are not sufficient-‐contact a building supervisor immediately and give them the Fitness and Informal Recreation Managers business card.
• Try to remain calm, and try to calm the patron down. • If the patron gets confrontational call the supervisor immediately or public safety (this
should only be done as a last resort). • Record or make note of the complaint/concern/or question and place it on the Fitness
and Informal Recreation Managers Desk.
33
Acknowledgement of Responsibility
All info center employees must sign this acknowledgement:
I__________________ acknowledge that I have read and understand all portions of the PEIF Student Info Center Manual. I understand that I am responsible for its contents and how the information pertains to performing my duties here as an employee within the Department of Intercollegiate Athletics and Recreational Sports at Northern Michigan University. I understand that I am responsible for all assigned shifts and in the event that those shifts cannot be filled will follow protocol and assist in finding and replacement for the afore mentioned shift. Furthermore, during any work related shift, I agree to abide by the Rights, Responsibilities, and Codes within the University Student Handbook, established and approved by the Board of Trustees.
________________________________________ ___________________ Signature Date
This acknowledgement of responsibility form must be filled out and returned to the Fitness and Informal Recreation Manager by the second week of employment. Failure to sign and return this form will result in a negative write up and suspension of work related duties until form is completed.