BOX OFFICE BASICS
When completing a cash transaction, Cast Members should always do this with the Guest’s change.
What is count the change back to the Guest?
One of the best ways to deter external theft is to provide this to every Guest.
What is exceptional Guest engagement?
When dealing with an upset Guest, your voice should remain this way.
What is calm?
Emergency egress pathways must maintain at least this much clearance.
What is 44 inches?
Personal belongings should always be secured here.
What is a locker?
Cash should never be counted here while the store is open or Guests are present.
What is the Box Office countertop?
A Cast Member sees suspicious behavior. Instead of accusing the Guest, they should continue doing this
What is providing Guest engagement/use a recovery statement?
If an interaction begins escalating, Cast Members should never argue or do this.
What is raise their voice?
Spills, debris and loose product on the floor should be handled this way.
What is remove/clean them up immediately?
Cast Members should avoid bringing these two things into the store.
What are valuables and large sums of money?
Bills of this value or higher must be checked for counterfeit indicators.
What is $20?
True or False: Cast Members should accuse a Guest of shoplifting when they are sure they saw it happen.
What is False?
If a Guest does not calm down or you feel your personal safety is at risk, you should immediately do this.
What is alert a Leader?
To prevent merchandise from falling and causing an incident, Cast Members should ensure these are firmly applied.
What are sensor tags?
Packages should never be left visible here.
What is inside your vehicle?
The maximum amount of Disney Gift Cards a Guest may purchase in one day.
What is $1,500?
A suspected shoplifter leaves the store. This is the one thing a Cast Member should NEVER do.
What is exit the store and pursue them?
If the safety of Cast Members or Guests is threatened, these are the two emergency contacts identified in the guide.
What are Mall Security or 911?
During an imminent threat, Cast Members should remain calm and silence these two communication devices.
What are phones and radios?
At the end of the night, Cast Members should do this rather than walking to their car alone.
What is walk out as a group and/or request a Mall Security escort?
These two Box Office roles are responsible for monitoring cash levels and conducting cash pulls throughout the day.
Who are the Box Office Lead and Cashiers?
After an Asset Protection incident, Store Leadership should ensure this is completed promptly.
What is an AP incident report?
An imminent threat occurs. If it is safe to do so, Cast Members should immediately secure the store by doing this.
What is closing all gates and/or doors and following Imminent Threat Guidelines?
Name three emergency/safety resources Cast Members should know the location of.
What are fire extinguishers, first-aid supplies and the DERP binder?
Cast Members should always stay aware of this, both while working and while outside of work.
What are their surroundings?