Supervisor Training 20 01 2014 Oksana Kopyl

Supervisor Training 20. 01. 2014 Oksana Kopyl

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Supervisor Training The Purpose To provide Supervisors with knowledge of Eventim ticketing systems and an overview of ticketing operations at Games time. Learning Objectives 7 • • • Sochi 2014 and your role Sochi 2014 Ticketing Program Tickets Sales and Collections Procedures & Guidelines Responsibilities Daily Reporting Eventim Ticketing Systems & Hands on experience Get to know your Venues Ticket Resolution specifics Fan 2 Fan - official resale Hands on experience

DAY 1 § Welcome § My Sochi 2014 § Eventim – who we are & your role § Sochi 2014 Ticketing Program § Lunch § Transport guidelines § IT Guidelines § HR Guidelines § Health & Safely § Uniform distribution 8

EVENTIM – Who we are? EVENTIM работает в 21 стране мира и продолжает наращивать свое присутствие Страны • Германия • Росиия • Австрия • Босния • Швейцария • Сербия • Нидерланд • Болгария • Люксембург • Румыния • Венгрия • Италия • Словения • Финляндия • Польша • Швеция • Хорватия • Чешская республика • Словакия • Великобритания • Израиль Eventim markets 9

EVENTIM – Sochi 2014 Team 10

Games Time Venue Operations Team Venue Operations Manager Oksana Kopyl Cluster Manager 1 Cluster Manager 2 Cluster Manager 3 Cluster Manager 4 Jason Callaghan Maxim Ott Sebastian Dahlke Anastasia Battalova TBO Supervisors TBO / TRO Agents 11

Фазы продаж Сочи 2014 7 Фев 10 Окт 3 июня Фаза 1 Продажа на сайте (без привязки к местам) 12 7 фев 2014 Фаза 2 Распределение мест Продажа на сайте (с местами) Фаза 3

Why ticket is needed? Control Access to Venues Monitor Venues’ capacities 13

ACCESS to VENUES SESSION TICKET OR SPECTATOR PASS OLYMPIC PARK TICKET OR FULL STADIA PROGRAM 14

The Spectator Pass (registration card) is a document which should be presented together with the Ticket to allow a Ticket Holder to be granted an access to a Venue to attend the Session indicated on the Ticket. 15

Olympic Souvenir Ticket Date and Time Sport Pictogram Order Number Seat Details Venue name and Pictogram Customer Name Counterfoil 16 Barcode

Olympic Thermal Ticket Sport Pictogram Date and Time Seat Location Venue name and Pictogram 17 Barcode Counterfoil

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DAY 2 § A day in a life of a TBO Supervisor § Ticketing Policies & FAQs § Get to know your venues § Lunch § Games Time Communication § Security & Crisis Communication § Troubleshooting § JIRA / Confluence tool § SBERBANK & VISA presentation 31 § ACCREDITATION PICK-UP

TBO Supervisors are a valuable part in delivering a truly positive experience for Sochi 2014 guests and customers. Together with the team of TBO seller’s responsible for delivery of an exceptional and efficient customer service at TBOs’. 32

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TBO - Opening • Arrives at the outlet 1 hour prior to opening • Checks email correspondence for any updates on shift / sellers changes, as well as general TKT information updates on Games Time Information (GIS) Confluence Page • • Administers set-up of cash floats for TKT Sellers • Agents arrive 30 prior to TBO opening • Verifies and distributes cash floats. • Distributes thermal ticket blanks • Documents thermal ticket blanks serial numbers. • Equipment check • Reports problems if any to FCC • Short team briefing on any new and important daily TKT information updates • Communicates to TKT Venue Manager / EVS the status of outlet readiness • 39 Prepares the attendance sign in forms & and cash forms Gets on with usual daily duties

TBO - During the day - Seller Assistance & Management - Delivery of a friendly, helpful and prompt customer service - Financial transaction management - Escalation of unsolvable TKT issues to FCC / Venue TKT Management - Monitor venue radio communications and address Ticketing issues/needs - Sell tickets if needed (staff don’t show, large crowds, provide staff breaks, transition to incoming staff) - Crowd Control / Management - Manage windows at TBO and change or move signage as necessary (CASH, VISA, Ticket Collection, etc. ) 40 - Ensuring full compliance with Ticketing and Cash Handling Procedures

TBO- Closing § Seller Balancing Assistance § Deposit of Daily Cash Takings ( Encashment ) § Daily Income Report § Ticket material availability and usage report § Daily Operational Report § Timekeeping § Ticket Office Clean-up & set up for the next day 41

Helpful Hints Be proactive – take responsibility for your TBO and reach out to others if help is needed Assign tasks to your TBO staff when needed Refer to the documentation provided – policies, supervisor guide, system documentation When in Doubt, call FCC on +78624455103 Relax and have fun! Encourage your staff & Enjoy this once-in-a-lifetime experience! 42

Areas of Responsibility - EVENTIM responsibility manage issue escalation 43 • Ticket Sales & Collection • Ticket resolution • TBO & TRO Operations • Ticket Venue Manager – Venue related issues • FCC – Ticketing or Technology related issues

Areas of Responsibility - TVM responsibility manage issue escalation 44 • Assist spectators inside the venue • Activities at TRO • VCC – venue related issues • FCC – Ticketing related issues

Eventim Ticketing systems 45

Спасибо за внимание 46