Intellitix On-site Staffing Guide

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:
  • I can not find my tickets
  • Can I leave the festival and re-enter?
  • I was overcharged, can I get credit back?
  • How do I apply for a refund after the event?
   
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:
  • How do I view my transactions?
  • Where do I add my card to my account?
  • How do I make a cashless purchase?
   
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

 

 

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