In this article, we will review:
Staff Roles
Staffing and training are essential for a smooth deployment. All staff should have a good understanding of the event’s ticketing, access control, and cashless operations to become experts in their respective areas to deliver an enhanced customer experience.
This guide will cover all of the roles that are recommended for a larger operation but also offers suggestions on what roles can be combined for a smaller operation.
There are 3 major categories for staffing Intellitix technology users:
- Ticketing: Includes ticketing lead, box office managers and staff, and ticketing customer service. Anyone involved in the sale of tickets or assisting with tickets.
- Access control: Includes access control lead and staff. If the operation is smaller, access control and ticketing can be combined into one team. Involves anyone involved in scanning tickets/wristbands or troubleshooting ticket/wristband scanning.
- Cashless: Includes cashless lead (sometimes referred to as the vendor coordinator), cashless managers, cashless customer service, and vendors. If the operation is smaller, roles within cashless can be combined, such as lead and manager. Includes anyone involved in Event POS operations or customer service.
Below is a breakdown of role definitions for an event:
“Leads” should be full-time event employees or trusted contacts with prior event experience and are on-site for the entire event. Leads direct all Managers and acts as the main liaison between Intellitix and your operations team. In the case where a lead is also a manager, they would direct all staff in their respective location.
“Managers” should either be an event employee or trusted contact with prior event experience. Managers direct all staff to their respective station locations.
“Staff” are typically contract part-time staff or volunteers. Staff deal with guest-facing interactions and troubleshooting.
| Role | Suggested Amount |
| Ticketing lead |
1 total If there are many ticketing locations or they are widespread you may want to consider an assistant for them If the operation is smaller this position can also be the box office manager and/or customer service |
| Box office manager | 1 per box office; in a single box office event, the lead and manager can be in the same role |
| Box office staff |
1 per box office window You can also replace the box office with signage directing people to just buy directly from the app or website when using Intellitix ticketing, if this is the method being used we still recommend a customer service person near the entrance to assist purchasers and troubleshoot |
| Ticketing customer service |
At least 1 at the box office If the box office(s) are far from the entrance you may want an additional person located near the entrance If the operation is smaller the customer service and box office staff can be the same person |
| Access control lead |
1 total If the operation is smaller this role can be combined with the ticketing lead |
| Access control staff | 1 per entrance lane |
| Cashless lead |
1 total If there are a lot of vendors or they are widespread you may want to consider an assistant for them If the operation is smaller this position can also be the cashless manager and/or customer service |
| Cashless manager |
1 per cashless customer service and/or top-up (RFID only) location If the operation is smaller the manager can oversee multiple customer service locations or be both the manager and the lead |
| Cashless customer service staff |
At least 1 per location You may find you want to add more depending on your event attendance and cashless spending |
Ticketing Operations
The ticketing team provides all on-site customer service support related to tickets and access control using Intellitix Cloud.
| RESPONSIBILITIES & DUTIES |
TICKETING LEAD |
BOX OFFICE MANAGER | BOX OFFICE STAFF | TICKETING CUSTOMER SERVICE |
| Acts as main contact for Intellitix, the event, and managers. | ✔ | |||
| Is cross-trained in Ticketing, Access Control, and Cashless. | ✔ | ✔ | ||
| Arranges the event and staff schedules. | ✔ | |||
| Arranges and leads training sessions for managers and staff. | ✔ | |||
| Supervises and directs all managers. | ✔ | |||
| Supervises and directs all staff. | ✔ | |||
| Investigates and verifies access control issues (e.g. denied entry, scan activity). | ✔ | |||
| Investigates order issues and inquiries, resends tickets, refunds orders. | ✔ | |||
| Processes new orders or helps purchasers navigate the Intellitix app. | ✔ | ✔ | ||
Answers basic guest inquiries, for example:
|
✔ | ✔ | ||
| Addresses difficult guest inquiries and issues. Directs guests to other areas for non-ticketing inquiries. | ✔ | |||
| Handles staffing issues (e.g. staff didn’t show up for their shift, improper handling of customer issues, etc.) | ✔ | |||
| Handles elevated staff issues (theft, broken equipment, etc.) | ✔ | |||
| Prepares the opening and closure of the box office, ensuring all equipment is accounted for and secured. | ✔ |
Access Control Operations
The access control team provides all on-site ticket/RFID scanning using the Intellitix FOS app. Any scanning troubleshooting should be sent to the ticketing customer service team so guest ingress can continue to flow smoothly.
| RESPONSIBILITIES & DUTIES |
ACCESS CONTROL LEAD |
ACCESS CONTROL STAFF |
| Acts as main contact for Intellitix and staff. | ✔ | |
| Schedules and leads all on-site training. | ✔ | |
| Supervises all entrances and exits. | ✔ | |
|
Creates and distributes logins for each access point. If the lead is not someone from the event, then someone from the event can create the codes and the lead distributes them |
✔ | |
| Troubleshoots devices using Intelitix FOS App. | ✔ | |
| Sends access control reports to necessary parties. | ✔ | |
| Prevents and manages stolen or damaged equipment during on-site operations. | ✔ | |
| Prepares the opening and closure of entrances and exits, ensuring all equipment is accounted for, and secured, and prepared for the next shift. | ✔ | |
| Scans guest tickets/RFID upon entrance. | ✔ | |
| Directs guests to the proper location for assistance if tickets/RFID scan invalid. | ✔ |
Cashless Operations
The cashless team provides all on-site support to vendors and guests using the Intellitix FOS app and Intellitix Cloud.
| RESPONSIBILITIES & DUTIES | CASHLESS LEAD | CASHLESSMANAGER |
CASHLESS CUSTOMER SERVICE STAFF |
| Acts as the main contact for Intellitix and managers. | ✔ | ||
| Is cross-trained in vendor and guest experiences and issues. | ✔ | ||
| Arrange and lead training for managers and staff. | ✔ | ||
| Trains staff that missed the original training session. | ✔ | ||
| Supervises and directs all staff. | ✔ | ||
| Distributes station logins. | ✔ | ||
Answers basic guest inquiries, for example:
|
✔ | ||
| Addresses difficult guest inquiries and issues. | ✔ | ||
| Deescalates angry guests. | ✔ | ||
| Troubleshoots Intellitix FOS App devices. | ✔ | ||
| Handles basic staffing issues (e.g. staff didn’t show up for their shift, improper customer service, etc.) | ✔ | ||
| Handles elevated staffing issues (theft, broken equipment, etc.) | ✔ |
Training
Spending time to educate staff on the operation will help your event run much smoother and ensure a better experience for your guests. Below are our recommendations on best practices for staff and manager training.
Ticketing
| Who | Box office managers |
| When |
Before box office and customer service training, at least one day before the event begins You may also want to consider having a remote training session prior to arriving on site to go over general event questions and policies |
| Time to dedicate | 1 - 1.5 hours |
| Items to cover |
Selling tickets Process for entering the event General event policies Order troubleshooting Access control troubleshooting Staff management Deescalation processes |
| Intellitix Guides |
QR Code Mobile Box Office Training Outline QR Code Ticketing Customer Service Training Outline RFID Mobile Box Office Training Outline RFID Ticketing Customer Service Training Outline |
| Hand Out |
QR Code Ticketing Customer Service Training Manual RFID Ticketing Customer Service Training Manual |
| Who | Box office staff |
| When | At least one day before the event begins |
| Time to dedicate | 1 hour |
| Items to cover |
Selling tickets Process for entering the event General event policies Where to send customer service issues Escalating issues to manager |
| Intellitix Guide |
QR Code Mobile Box Office Training Outline RFID Mobile Box Office Training Outline |
| Hand Out |
QR Code Mobile Box Office Guide RFID Mobile Box Office Guide |
|
|
|
| Who | Ticketing customer service staff |
| When | At least one day before the event begins |
| Time to dedicate | 1 - 1.5 hours |
| Items to cover |
Selling tickets Redeeming tickets General event policies Order troubleshooting Access control troubleshooting Escalating issues to manager |
| Intellitix Guide | Ticketing Customer Service Training Outline |
| Hand Out | Ticketing Customer Service Guide: Pg 1 / Pg 2 |
Access Control
| Who | Access control staff |
| When | Before doors/gates open |
| Time to dedicate | 15 - 30 minutes |
| Items to cover |
Ticket scanning Where to send invalid scans |
| Intellitix Guide |
QR Code Access Control Training Outline RFID Access Control Training Outline |
| Hand Out |
QR Code Ticketing Scanning Guide RFID Scanning Guide |
Cashless
| Who | Cashless managers |
| When |
At least one day before the event begins You may also want to consider having a remote training session prior to arriving on-site to go over general event questions and policies |
| Time to dedicate | 1 - 1.5 hours |
| Items to cover |
Cashless purchase experience Order look up and troubleshooting General event policies Staff management Deescalation processes |
| Intellitix Guide |
QR Code Cashless Manager Training Outline RFID Cashless Manager Training Outline |
| Hand Out |
QR Code Cashless Training Manual RFID Cashless Training Manual |
|
|
|
| Who | Cashless customer service staff |
| When | At least one day before the event begins |
| Time to dedicate | 1 - 1.5 hours |
| Items to cover |
Cashless purchase experience Order look-up and troubleshooting General event policies Escalating issues to manager |
| Intellitix Guide |
QR Code Cashless Customer Service Traning Outline RFID Cashless Customer Service Training Outline |
| Hand Out |
QR Code Cashless Customer Service Guide RFID Cashless Customer Service Guide |
|
|
|
| Who | Cashless vendors |
| When | At least one day before the event begins |
| Time to dedicate | 30 minutes - 1 hour |
| Items to cover |
Cashless purchase experience Using the Intellitix FOS App and devices Where to send guests for customer service How to request support from the cashless lead |
| Intellitix Guide |
QR Code Vendor Training Outline RFID Vendor Training Outline |
| Hand Out |
QR Code Event POS Guide RFID Event POS Guide |