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General Policies and Procedures
DO
welcome each patron with a smile and/or pleasant greeting (e.g. "How may I help you?")
be affable and inviting (as the kids say: "don't wait; initiate")
find something relaxing to do during downtime (read a book, browse the internet, play on your phone, etc.)
know what downtime actually is
"Hi, I'm Troy McClure and I'm going to tell you about downtime."
DOWNTIME: THE DEVIL'S TEMPTRESS
"Downtime is any time that you are left with absolutely nothing work-related to do. Fortunately for us all, there are usually tasks to complete and patrons to greet."
NOT DOWNTIME:
Any time there is work to do (including mundane work such as preparing mail)
Any time patrons are calling the box office
Any time there are patrons (or staff) milling about in the lobby (even when they're not directly in front of your window)
"Hopefully this has helped you understand the difference between downtime, and the time you are expected to be available and welcoming to our patrons."
DON'T
be curt or dismissive
eat at an open window or on the phone
use electronic devices, browse the internet, or read a book while doing tasks
talk on your cell phone in front of the window (if you need to take a call and aren't busy working, please take your call out of the view of patrons)
treat patrons as if they should know something, even if they should
tell a patron you don't know where their seating location is, or where they should go (ask to see their tickets and give them directions)
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