Professional Documents
Culture Documents
Ticket Scanners 8
Alcohol 11
Customer Service 12
Timekeeping Process/Paychecks 17
Covid-19 18
Parking For Events 19
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Congratulations on your employment with the Cal Poly athletics department. We believe
you will find the event staff position to be fun, entertaining, and vital to the overall experi-
ence of a Cal Poly athletic event.
A fan’s experience at a Cal Poly athletic event is based as much on the quality of customer
service that is provided at our facilities as it is on our team’s performance. As a member of
the Event Staff, you play a key role in our fans’ impression of the Cal Poly athletic experi-
ence. You are often the only contact many of our fans have with our department and it is
important that we work together to create a memorable experience for our guests.
The following is a handbook that outlines our policies, procedures and specific informa-
tion pertinent to game days. We ask that you thoroughly read this handbook and refer
back to it often.
On behalf of the entire Athletic Department at Cal Poly, we thank you for your efforts to
ensure that each guest enjoys their visit to this great campus and University.
Thank you again for your dedication and effort.
GO POLY!
Jesse Latino
Associate Athletic Director for Facilities and Event Operations
Cal Poly Athletics
Office- 805-756-1738
Cell- 805-305-3830
www.gopoly.com
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general work guidelines
1. Dependability and Reliability
▶ If you sign up for an event it is your responsibility to be at the event.
▶ If something comes up and you need to have your shift covered it is your responsibility
to find someone to cover (everyone will be given the phone numbers and e-mail ad-
dresses of the other members of the event staff.)
▶ Unexcused absences will not be tolerated. An unexcused absence is failure to work an
event that you signed up for or failure to have that shift sufficiently covered. If an emer-
gency comes up please call or text the Director of Event Operations cell phone (do not
e-mail.) Everyone will only be given ONE warning.
2. Punctuality
▶ Everyone is expected to arrive at the report time specified. If you are late for an event
you will be ineligible to receive bonus time for that day. Excessive tardiness could result
in termination of your employment.
3. Quality of Work
▶ Everyone is expected to be productive while working. You are not being paid to be a
spectator of the competition. Your attention should always be focused on our guests or
the job that you have been instructed to do.
4. TREAT GUESTS AS THOUGH THEY ARE GUESTS IN YOUR OWN HOME
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Event Sign Ups
▶ Event sign ups are done on line through www.subitup.com. All new hires should re-
ceive a welcome e-mail to set-up their account.
▶ When setting up your account do not use the same password that you use for your Cal
Poly e-mail.
▶ Sign ups will be on a first come first serve basis as soon as the events are released by
the Director of Event Operations. They typically will be released one quarter at a time.
The first day they are released will be reserved for returning event staff members
(hired prior to May 1st 2021) and possibly in the future new hires that have exceptional
performance. You will be notified if you are a new hire and eligible for this.
▶ The start time listed is the report time for that event. The end time is approximate and
your shift will often times end earlier then the time listed.
▶ Once you click the GREEN +add button for an available shift it is your responsibility to
work that shift. Do not click it unless you are sure you can work.
▶ If something comes up and you need to find a cover… select the shift then click on the
RED – Post button, select a reason, type in a explanation, click confirm and then click
confirm drop. The shift is still your responsibility to work until it no longer appears on
your calendar. The shift will show up as available in everyone else’s calendar.
▶ If you are unable to find a cover or if you have an emergency you must contact the Di-
rector of Operations via cell phone prior to the start of your shift.
▶ Only enter time that you actually worked on your timecard. Hours are entered through
the My Cal Poly Portal not Subitup.
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▶ Everyone will be issued a Vegas gold event staff polo to be worn at every event. Addi-
tionally, we do have yellow “event staff” wind breakers for when it is cold. These are not
very thick so please bring a sweat shirt to wear underneath. (note: it can get extremely
cold at night especially at baseball and softball)
▶ A t-shirt or undershirt should be worn during set-up and breakdown to help keep the
polo’s in good condition.
▶ Bottoms must be Black pants or shorts. No jeans. If you don’t own anything black then
you must purchase this on your own.
▶ No open toed shoes. Comfortable sneakers are recommended. Preferably Adidas.
▶ Hats may be worn, but they have to be “Cal Poly” hats and they must be worn forward.
Cell Phones
▶ Please no personal calls, text messaging, Instagraming, Tweeting, Snapchating etc…
while working. It is permissible to call or text the event manger/supervisor if you have
any questions or concerns.
▶ If this becomes a problem during the year cell phones will be completely banned.
Breaks
▶ You are allowed to take brief breaks (bathroom, food etc…), but a position should never
be left un-manned even if it is only for a few minutes. Have another event staff mem-
ber or a supervisor cover your area.
Sitting
▶ Do not sit for an extended period of time when you are working unless you are in-
structed to do so. You should always be on your feet and focusing on the task you have
been instructed to do.
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roles and responsibilities
Set-up and Breakdown
▶ At times heavy objects are needed to be lifted or moved. Always ask for assistance
when needed. Be proactive and help others out! There is something always to do, just
ask.
▶ The quicker we breakdown an event the earlier we all get to go home. Please don’t use
this time to talk to your friends who attended the game.
Ticket Taker
A ticket taker may seem like a fairly simple job, but it is extremely important. When our
guests first arrive at the stadium our ticket takers are their first point of contact. This is
the first impression they get of our athletic event and we want it to be a positive one.
Initiate eye contact, smile and give a warm greeting. Always be positive and enthusiastic!
Visiting team fans should always be greeted with, “Welcome to Cal Poly.”
Students
Students get in for free when they have their Cal Poly ID. They must actually scan or show
you their ID and must enter through the designated student entrance. They need to sit in
the designated student section. If they don’t have their CP ID they will need to purchase a
ticket. No exceptions.
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ticket scanners
▶ Ticket scanners will be located inside of the ticket office.
▶ One person from each gate will be responsible for signing out a
a ticket scanner and returning that scanner to the ticket office.
▶ When you begin operating, be sure that the small black switch
located under the screen is switched to “O”.
▶ “O” stands for Operate
▶ “C” stands for Charge
▶ To active the phone screen, press and hold the power button
located on the right side of the scanner. The button is
labeled “PWR.” Hold until you see the Motorola Symbol
How to Log-in
▶ Once the scanner is on and the screen has been activated, find
the lock icon on the lower center of the screen. With your fin-
ger, you will press and slide the lock up to the top of the screen
until the phone is unlocked.
▶ The main screen should have one icon that looks like a star.
▶ Press the star icon and it should take you to the log-in screen. All of the log-in informa-
tion is automatically stored and entered for you.
▶ If the username and password are not entered, enter the following: Username: a Pass-
word: Aaaaaa1
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How to begin scanning
Select the “Performance” button.
The current performance will appear and you must select the performance by clicking on
the small white box located to the left of the listed performance.
Once the performance has been selected, click “Ok,” located toward the bottom of the
screen in the middle.
Troubleshooting
▶ If your scanner is not responding and accepting tickets, make sure the cable from the
scanner doc is securely pressed into the phone.
▶ If your scanner is not responding, refresh the page by clicking the button that looks
like three circles, then press the circular arrow. This is located on the upper right side of
the screen.
▶ If you are at an unfamiliar page, click the circle button on the lower center of your
screen. The main screen will display, and you need to click back into the star icon..
▶ To scan a ticket, push and hold the yellow trigger button on the handle of the scanner.
Hold the trigger until the light disappears and the screen reflects that the ticket has
been scanned in.
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Usher/Crowd Control
Every member of the event staff will be responsible for crowd control and the safety of our
guests. An Usher’s most significant duty is ensuring that our guests have a safe, positive,
and memorable experience at each event.
Please do your best to enforce these rules yourself. Do not use physical force at any point
in time. If a spectator does not listen to your request please notify a supervisor or campus
police (805-756-2281.) Notify a supervisor or UPD if a spectator needs to be ejected from
the game. If you are ever uncomfortable in addressing a situation please contact a super-
visor.
alcohol
Event Staff are not to consume alcohol prior to or during an athletic event. Failure to fol-
low this policy will result in immediate suspension from the event and possible termina-
tion of your employment.
Concessions will be selling beer and wine. Guests are allowed to purchase two alcoholic
beverages at one time. Everyone consuming alcohol must be at least 21 years old. Ush-
ers should pay close attention to individuals that appear to be underage that are handed
an alcoholic beverage. Those individuals will need to have their ID checked. If an ID looks
questionable a supervisor or UPD should be asked to verify it.
Signs of Intoxication
There are many noticeable signs that a person may display as they become intoxicat-
ed. As blood alcohol levels rise, differences can be noticed in coordination, appearance,
speech and behavior. An intoxicated person may show the following signs:
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What to do if someone is intoxicated
It is against the law to serve alcohol to a person who is intoxicated. If there are reasonable
grounds for the belief that someone is intoxicated, service must be refused.
How to refuse service:
▶ Use tact – politely inform the person they will not be served any more alcohol. Don’t
speak to the person in front of others (if possible.)
▶ Notify the event manager, concessions and other members of the staff that the person
has been cutoff.
▶ Repeat firmly that by law they cannot be served another beer/wine. Suggest they get
some food and water.
▶ Be sure of the reasons for refusal of service and that these reasons are not discrimina-
tory (eg based on mental/physical impairment, race, sex etc…
customer service
The Four Basic Needs of Our Guests
1. The Need to be Understood - Guests need to feel that they are communicating effec-
tively. This means that the messages they send should be interpreted correctly. Reassure
guests that you understand their concerns and that you will address them.
2. The Need to Feel Welcome - Anyone interacting with you who feels like an outsider will
probably not return to a CP athletic event. People need to feel that you are happy to see
them and that their business is important to you. Your greeting and attentiveness to their
concerns are vital.
3. The Need to Feel Important - Ego and self-esteem are powerful human needs. We all
like to feel important. Anything that you can do to make a guest feel special is a step in
the right direction.
4. The Need to Feel Comfortable - Guests need physical comfort such as a place to wait,
rest, talk, or do business. They also need psychological comfort where they are assured of
being taken care of properly and they have confidence that you will meet their needs.
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▶ Never argue with a guest.
▶ Treat all guests with dignity and respect.
▶ Be aware of special needs of children, the elderly and the disabled. If you see a danger-
ous situation develop, act immediately and courteously. Elderly and disabled guests
may have special needs or requests. Never show impatience of an elderly or disabled
guest who seems slow and confused. Instead, offer smiling assistance and help them
any way you can.
▶ Do not pre-judge a guest based upon their appearance.
▶ Eliminate all excuses.
▶ Do not take things personally.
▶ Make common sense a habit.
▶ Show a good sense of humor.
▶ Be the guest's advocate.
▶ Little things not only mean a lot, they mean everything.
▶ Follow-up with guests if possible.
▶ Make a positive last impression. For example as guests leave say, “Thanks for coming,
have a great night!”
Greeting and Verbal Communication
Your greeting will immediately make guests feel welcome and increase their anticipation
of experiencing a memorable event. Always address a guest by "sir" or "ma'am" if you do
not know their name. When all members of the Event Staff greet guests with a smile, a
consistent, caring attitude will exist throughout the venue. Appropriate greetings should
also be extended to fellow members of the Event Staff throughout each event. When con-
versing, be sure to give the same individual attention that you would to a guest. To create
a positive atmosphere, greet and address fellow members of the Event Staff by name. It is
critical that all members of the Event Staff work together to instill a spirit of cooperation.
Each interaction should result in creating a positive feeling between you and the guest.
Avoid assuming a defensive attitude when answering questions or explaining a situation.
Patience and empathy are essential to ensuring courteous communication. Above all,
enjoy your job and remember that guests will be drawn to places where they are treated
with care and concern. Please use the following guidelines for effective verbal communi-
cation:
▶ Be Assertively Friendly. Look for guests who appear confused or disoriented and offer
your assistance before being asked.
▶ Sincerity - Your mannerisms and style should tell your listener that you care.
▶ Suitable volume - Your voice should be well modulated; not too loud or too soft.
▶ Polite phrases- Use appropriate phrases to start the conversation (i.e., "May I help you?",
"How are you today?") Avoid using slang and unusually casual greetings.
▶ Remember repeat guests - Show your recognition by using their name or by making a
comment that refers to the last time you came in contact with them.
▶ Positive conclusion - End your conversation on an upbeat note (i.e., "I hope you enjoyed
the event," "I look forward to seeing you again," "Thank you for visiting Spanos Stadium
etc...")
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clear bag policy
4.5”
12”
6.5”
BACKPACKS LARGE PURSE OVERSIZED
4.5” Solid or Clear TOTE BAG
6” 12”
CLEAR BAGS SMALL CLUTCH BAGS
No larger than 12” x 6” x 12” No larger than 4.5” x 6.5”
Our Clear Bag Policy is currently for football only, but it may be required at all events in
the future. The Rodeo and Graduation both also have a Clear Bag Policy.
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FAQ's
Due to national and global events, security officials have deemed backpacks and large
bags as heightened security threats. Cal Poly Athletics is dedicated to enhancing fan
safety and security measures and the use of clear bags is a recommended best practice
throughout the industry.
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emergency exit procedure
If the fire alarm is sounded immediate evacuation must occur. If a fire is discovered, a
bomb threat is received by an employee or any other situation arises which constitutes a
need for evacuation, a supervisor or UPD should be notified immediately. The supervisor
will inform employees of the situation and subsequent duties. If the stadium is to be evac-
uated, the following procedure should be followed:
▶ Event staff members must keep calm at all times. You can help the guests remain
calm by keeping yourselves composed.
▶ You should escort all disabled guests out before the crowd exits.
▶ An announcement will be made informing guests to walk to the nearest exit. Event
staff should be aware of all exits and direct guests to the nearest exit to expedite evac-
uation.
▶ You are responsible for continuing evacuation until either the facility is empty or if you
are in danger of serious physical harm.
▶ Once outside the facility, staff members need to help escort everyone a minimum of
200 feet away from the facility.
eligibility requirements
▶ Student Employees must be enrolled at Cal Poly in a minimum number of units as
required by their student status (see below). Please note: first-time students who have
been admitted to Cal Poly may NOT work as student assistants prior to their actual
enrollment;
▶ Students who have temporarily interrupted their academic progress may be employed
for an interim period not to exceed one quarter;
▶ Continuing students must have been enrolled in the preceding Spring Quarter in or-
der to be employed during the Summer Quarter.
▶ Students may work no more than one quarter immediately following graduation.
▶ Students must be considered matriculated (enrolled in a degree seeking program at
Cal Poly)
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Timekeeping Basics
Access the SA Time sheet via the “My Apps” on your Cal Poly Portal. Select “Student As-
sistant Time sheet” to log time. Time sheets may take several days to become active. If
you see an error message, try clearing your browser cache and/or use a different Internet
browser.
You do not need to submit your time sheet. Time sheets are all checked online.
Do not work more than 20 hours per week as a student employed by the State of Califor-
nia.
Pay Checks
Paydays are once a month on the 15th. Paychecks can be picked up in
Student Accounts
Bldg. 1, Room 211
(805) 756-1428
Keep your mailing address current in your portal. Your W2 tax statement and any out-
standing paychecks will be mailed to the current mailing address on file.
More information can be found on the “Student Employees” page including late (SA)
timesheets.
http://www.afd.calpoly.edu/payroll/studentinfo.asp
payroll-services@calpoly.edu
Payroll Services: (805) 756-2605
Direct Deposit enrollment takes 30-60 days for processing. Enrollment is recommended
for jobs lasting longer than one month. Continue to pick up your pay stubs from the Stu-
dent Accounts office each month.
http://www.afd.calpoly.edu/payroll/forms/
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covid-19
7/27/21 — The CSU announced that all students and employees (state, ASI, or Corporation)
who interact with CSU facilities/activities will be required to be fully vaccinated against
COVID-19. At Cal Poly, we will require residential students to be vaccinated by Sept. 14 and
the remainder of the campus community by Sept. 20. More information will be shared
in the coming days. For more information, read the July 27 message in Campus Updates
and visit the vaccine web page for vaccination opportunities.
At this time, all Cal Poly employees — including all faculty and staff as well as student
employees — should continue to wear face coverings indoors. Cal/OSHA, which provides
guidance for employers, voted June 17 to revise its COVID-19 workplace regulations to
align with the state’s updated public health guidance. However, these changes will not
take effect immediately, as Cal Poly is awaiting further direction from the CSU.
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parking for events
The following is the policy of the CAL POLY campus that applies to parking on Campus
in general. General parking permits are required for the campus as a whole on Monday
through Thursday, 7:00 a.m. to 10:00 p.m. and Friday, 7:00 a.m.-5:00 p.m. There is a $10.00
charge for the permits during the times stated. Fridays after 5:00 p.m. and weekends are
free. During the indicated times you may park in any general parking space. Your permit
does not cover staff, handicapped or Sponsored Guest spaces. Permits may be obtained
at the kiosk at the Grand Ave. entrance to the campus. There is also a permit dispenser lo-
cated just inside the first entrance to the Grand Ave parking lot, near the elevators in the
parking structure and also at the Highland Ave. entrance.
At all times during a CP athletic event (approximately 2 hours prior to the event) the lots
adjacent to the facility are designated for event parking. The charge for event parking is
$10.00. If you have a regular student CP parking permit you will not be charge an event
parking fee.
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