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University of the Pacific
3601 Pacific Avenue
Stockton, California 95211
209.946.2011

Ticket Operations


Table of Contents

Box Office Operations
Introduction
Printing
Accountability & Security
Game Settlements

Box Office Sales
Introduction
Ticket Prices
Record of Sales
Deposit of Funds

Complimentary Tickets
Introduction
University Administration
Departmental Staff Complimentary Tickets
Promotional or Advertising Trade-Outs
Student-Athlete Complimentary Admissions
Spirit Groups
Complimentary Admissions for Prospective Student-Athletes
Prospect Visits Unrelated to Recruitment
Non-Profit or Charitable Organizations
Visiting Teams

Box Office General Information
Postseason Events
Season Ticket Renewals
Spanos Center - Policy for Pacific Athletic Events
Ticket Sellers
Entrances
Pass List
Student Admission
Parents of Half-Time Performers, Parents of Ball Boys/Girls
Role of Box Office with Soccer, Baseball, Softball, & Water Polo
Box Office Hours
Will Call
Payroll Deduction
Transfer of Funds
Refund/Exchange
Box Office Personnel Procedures

 


 

Box Office Operations

Introduction

The Pacific Box Office is located in the lobby of Long Theater and is managed by the Ticket Operations Manager. There is a satellite office in the Spanos Center that is used for home athletic events at the facility. The Box Office is staffed by the Ticket Operations Manager, the Assistant for Ticket Operations, and student workers.  At no time are non-Box Office personnel permitted to enter the Box Office without the consent of the Ticket Operations Manager or the Assistant for Ticket Operations. The Ticket Operations Manager and all Box Office staff are employees of the athletics department. They are, however, responsible for ticket operations for all campus events

Athletic event tickets are a negotiable commodity and an important source of revenue for the Department of Intercollegiate Athletics.  The mishandling or misappropriation of tickets could result in revenue losses or NCAA sanctions.  For this reason, the policies and procedures prescribed for the printing, handling, sale and distribution of tickets are to be strictly followed.

The primary objectives for operating the Box Office are as follows:

  • To properly handle and account for the distribution of tickets and admissions to all athletic events;
  • To properly deposit and record income obtained from ticket sales; and
  • To maintain a proper public relations posture with the customers in order to promote continued support for the University and the Intercollegiate Athletics program.

Printing

The Ticket Operations Manager coordinates the ticket layout, design and printing specifications.  The ticket stock is ordered after bids are obtained by the Marketing & Promotions Office and the Ticket Operations Manager according to institutional purchasing procedures.  The tickets are printed in-house on the Box Office computer system.

The Box Office staff counts all tickets and checks the imprinting of tickets to ensure accuracy.  The printed tickets are also checked against control number reports which are generated from the computer print program.

Accountability & Security

The Ticket Operations Manager is responsible for receiving and maintaining control of the ticket inventory. The tickets are stored in the Box Office at all times.  Only Box Office personnel have access to the ticket inventory.

All deadwood and unused stock are stored in the Box Office.  Unsold tickets are verified on a daily basis from the compiled sales report.  Seasonal activity is reconciled by the Ticket Operations Manager subsequent to the end of sport's season.

Absolutely no tickets or passes of any kind may be issued to anyone (including University or Departmental Administrators) without the approval of the Ticket Operations Manager or the Director of Athletics, or by prior payment.

Game Settlements

Game settlements are prepared by the Ticket Operations Manager and reviewed by the Financial Reporting Office.

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Box Office Sales

Introduction

The Ticket Operations Manager is responsible for coordinating the day-to-day sale of tickets to athletic events.  A detailed system is used to accurately record and control ticket sales and monies received for ticket sales.  The Department of Intercollegiate Athletics charges admission for competitive events for the sports of men's and women's basketball, men's and women's volleyball, baseball, softball, men's and women's water polo, and certain special events.

Any individual involved in the sale of tickets for athletic events at the University of the Pacific is expected to use care in communicating with customers.  In the event that difficult situations arise, the employee should consult with a supervisor to solve the problem.  The Ticket Operations Manager is responsible for ensuring that applicable University regulations are followed.

Ticket Prices

Price structures for tickets to athletic events are established and reviewed by the Director of Athletics, after consultation with the Ticket Operations Manager.  Proposed changes are based on several factors, including ticket demand, facility seating, strength of schedule, prior win/loss record, other universities' price structures, economic climate and revenue demand.

Tickets may be paid for with cash, check or credit card (i.e., VISA, MasterCard, Discover or American Express).  A handling fee is added to all mail and phone orders regardless of payment method.

Record of Sales

All sales are recorded on a point of sale computerized ticket processing system.  This computerized ticket system also prints the tickets at the time of sale for all advance sales.

Prior to the season, the computer is programmed specifying game dates and ticket prices for each type of ticket available (e.g., full price reserved, senior, student, reduced price, etc.).

Mail, phone, and walk-up sales are entered into the computer as the sale is made at the Box Office.  Tickets ordered by mail or phone may be mailed or held at Will Call.

At the beginning of the following business day, all tickets are accounted for and cash receipts and ticket sales are reconciled to the system-generated ticketing sales report.

Deposit of Funds

Revenue from ticket sales is transmitted to the University Finance Center for deposit no more than 24 hours from the date of transaction, unless transactions took place on a day proceeding a non-business day; then revenue is transmitted the next business day.  For tickets sold at the Spanos Center on game days, revenues are taken by the Ticket Operations Manager and University Public Safety to the Pacific Box Office for overnight storage in the vault.

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Complimentary Tickets

Introduction

The Department of Intercollegiate Athletics is committed to allocating and distributing complimentary admissions to athletic events in a fair and equitable manner.  All policies and procedures are consistent with University, Big West Conference, and NCAA rules and regulations, and have been developed with careful consideration given to the best interests of the intercollegiate athletics program. Individuals who receive complimentary admissions are responsible for reporting the value of the tickets for income tax purposes, when appropriate.

When used properly, complimentary tickets are an excellent public relations and recruiting tool; however, misuse can result in extensive loss of revenues, as well as administrative and NCAA sanctions.  Therefore, it is essential that departmental staff be knowledgeable of all constraints placed on the distribution of complimentary admissions and be sensitive to the dollar amount involved in their allocation.  Any exceptions to established policies must be approved in writing by the Director of Athletics.

The transfer or sale of complimentary tickets is prohibited.

The Ticket Operations Manager is responsible for the accounting and distribution of all complimentary tickets and for ensuring that each individual requesting complimentary tickets understands and abides by the rules and regulations of the West Coast Conference and the NCAA.

An electronic pass list system is used for all coach and student-athlete complimentary admission requests, as well as for all requests related to prospect visits. The Assistant Director of Compliance will provide each coach and student-athlete with unique login and password information at the beginning of each season in order to access the system. The Assistant Director of Compliance will monitor the system throughout the year to ensure compliance with NCAA regulations. All requests for complimentary admissions through the electronic pass list system must be received four (4) hours prior to the event. Certain exceptions are made for late requests with the signature of a head coach or an athletics administrator.

Tickets are generally made available to the following groups on a complimentary basis:

  • University Administrative personnel
  • Departmental Staff Members
  • Organizations participating in game-day promotional activities
  • Student-athletes (by electronic pass list)
  • Spirit groups
  • Prospective student-athletes (by electronic pass list)
  • Prospect visits unrelated to recruitment
  • Non-profit or charitable organizations
  • Visiting teams

University Administration

Complimentary tickets are allocated to the University administrative personnel, as determined by the Director of Athletics.  The complimentary tickets are distributed via application.  Tickets are either mailed out or picked up by the requestor.

Departmental Staff Complimentary Tickets

Complimentary tickets may be issued to full-time Department of Intercollegiate Athletics staff members.  Employees may request up to two (2) tickets for specific events.  The transfer or resale of complimentary tickets is prohibited.

Head Coaches and Athletics Administrators may be issued additional complimentary admissions as agreed upon by the Director of Athletics.

Promotional or Advertising Trade-Outs

A limited number of complimentary tickets are made available for trade-outs and other marketing needs.  All sponsorship and tradeout agreements are subject to the provisions of the University's Contracts & Grants Signature Authority Policy.

Student-Athlete Complimentary Admissions

Pursuant to NCAA regulations, each student-athlete is allowed a maximum of four (4) complimentary admissions per regular season event in his/her designated sport.  Complimentary admissions are provided only by a pass list for the individuals designated by the student-athlete.  "Hard Tickets" are not issued.  Student-athletes may not receive payment for complimentary admissions, nor exchange them for any item of value.

Complimentary admissions are handled by using an electronic pass list, with the guests being admitted at a pass gate marked "Player Will Call".  Guests must present a valid I.D. and sign for their admission.

Spirit Groups

Pass lists for the Cheer and Dance teams and half-time performers must be received by the Box Office 24 hours prior to the event (for Saturday and Sunday games, lists must be received by Friday at 4:00PM)  No additions will be allowed after the deadline.  Lists must be typed, numbered and alphabetized by last name.  The pass list will be at Gate 3.  All persons must show picture I.D. to be admitted.

Complimentary Admissions for Prospective Student-Athletes

The NCAA has very specific guidelines for the issuance of complimentary tickets to prospective student-athletes.  During an official or unofficial visit to the University campus, complimentary admissions may be issued for the exclusive use of the prospective student-athlete and his/her family, guardian or spouse/partner.  On official and unofficial campus visits, a maximum of three (3) complimentary admissions to a campus athletic event are allowed for the prospect and those accompanying the prospect.

The number and use of recruiting tickets is determined by the Director of Athletics.  All requests for complimentary admissions to be used by prospective student-athletes should be submitted via the electronic pass list system and will be reviewed by the Assistant Director of Compliance.

The Box Office staffs the pass gate during all athletic events. Prospects and their guest(s) must present a valid I.D. at the pass gate and sign for their admission in order to receive access to the event. "Hard Tickets" will not be issued.

Prospect Visits Unrelated to Recruitment

Team rosters (for visits unrelated to recruitment) must be received by the Box Office 24 hours prior to the event (for Saturday and Sunday games, lists must be received by Friday at 4:00PM.)  All lists turned into the Box Office must be typed, numbered and alphabetized by last name.  Deadlines are final unless previous arrangements are made with the Ticket Operations Manager.

Non-Profit or Charitable Organizations

Complimentary tickets may be issued to non-profit and charitable organizations on a space available basis for games where revenue levels or complimentary admission limits will not be affected.  Reduced rate group tickets are generally used to meet the needs of non-profit and charitable organizations.  An approved, written request must be submitted to the Ticket Operations Manager for processing at least 24 hours prior to the event (for Saturday and Sunday games, lists must be received by Friday at 4:00PM).

Visiting Teams

The visiting team pass list is turned in to the pass gate upon arrival to the Spanos Center.  For Men's Basketball, Women's Basketball, Baseball, Softball, and Women's Water Polo, the visiting team is allotted 40 complimentary tickets, unless a contract states otherwise.  The visiting team may request additional consignment tickets, for which they will be billed.

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Box Office General Information

Postseason Events

In the event that a Pacific Athletics team is invited to participate in a postseason competition, the Director of Athletics reserves the right to determine the allocation of complimentary tickets and their distribution from required tickets purchased by the Department.  Such arrangements are determined within the guidelines established by the West Coast Conference and the NCAA.

Season Ticket Renewals

Current season ticket holders retain the right to renew their season tickets (with current seating) by purchasing the tickets by the ticket priority deadline date.  All priorities are lost if the season tickets are relinquished.

For the sports of Men's Basketball and Women's Volleyball, certain sections of the Spanos Center are reserved for purchase by PAF members.  Those specific sections are not for sale through the Box Office.

Spanos Center - Policy for Pacific Athletic Events

(Men's & Women's Basketball and Volleyball)

The Pacific Box Office sells tickets for basketball games through half time and for volleyball through the end of the second game.  Tickets sold at the event are pre-printed as consignment tickets at the full price rate.  If the tickets sold at discount (for example youth or senior rate) a stub is retained and the sale is recorded on the sellers' report at the end of the event.  The ticket supervisor will take the tickets and cash drawers to the Spanos Center 1 ½ hours prior to game time.  The ticket supervisor is responsible for setting up the ticket sellers and having starting change for the program sellers.  Cash only ticket sales at the Spanos Center.

Ticket Sellers

Before ticket sales begin, each ticket seller is to count and verify their cash drawer and tickets with the sellers' report, under the observation of the ticket supervisor.  Ticket sales start one (1) hour prior to game time and continue through half time/intermission of the game, at which time ticket sellers will balance out.  All tickets, coupons, discounts and passes must be accounted for.  Sellers identify and record each denomination on the sellers' report.  Ending cash should balance with ticket sales.  The ticket supervisor must verify and approve the sellers' report at the end of the event.

Entrances

Signage at all entrances should clearly direct guests to the appropriate gate.  All event staff will be capable of directing guests to the appropriate entrance.

GATE 1 - NW corner

Ticket sales for single game, Pass Gate

GATE 2 - NE corner

Student Entrance

GATE 3 - SE corner

Ticket Holder entrance

GATE 4 - SW corner

Ticket Holder entrance

Pass List

Only individuals who are on a pass list and have a picture I.D. will be admitted at the pass gate, Gate 3.  Department of Intercollegiate Athletics Staff with complimentary tickets, Media with proper credentials, and PAF and season ticket holders with a valid ticket may also enter through Gate 1.

Student Admission

All University of the Pacific students who present their valid I.D. card will be admitted to regular season Pacific Athletic events free of charge.  The student entrance for every event at the Spanos Center is Gate 2.

Parents of Half-Time Performers, Parents of Ball Boys/Girls

Parents of the half-time performers (if applicable) receive half off the adult ticket price, which are purchased at the main entrance (Gate 1, N.W. entrance), unless prior arrangements are made with the Ticket Operations Manager at least 24 hours in advance.

Role of Box Office with Baseball, Softball, & Water Polo

In addition to selling tickets for volleyball and basketball, the Pacific Box Office will be responsible for selling tickets to soccer, baseball, softball, and water polo events.  The Box Office will supply appropriate personnel to staff the events.

  • Ticket sellers will arrive at each event at least one (1) hour prior to game time.  For soccer, tickets will be sold through half time.  For baseball and softball, tickets will be sold through the 5th inning of a single game and through the 2nd inning of the second game for double headers.  For water polo, the Director of Aquatics will determine an appropriate time to sell tickets.
  • Only people on the pass list who present a picture I.D. will be admitted without charge.

Box Office Hours

  • The Box Office is open Monday through Friday 9:00AM - 4:00PM (unless otherwise noted or constrained by events).
  • For all athletic events, ticket sales begin at least one (1) hour prior to the event.

Will Call

All tickets held at Will Call are paid or complimentary tickets; all others held for payment must be authorized by the Ticket Operations Manager.

Payroll Deduction

Faculty and staff can purchase tickets on their payroll account for Season Tickets Only.

Transfer of Funds

The Box Office accepts department transfer of funds via journal entry with appropriate account number for all athletic events and outside events that take place on campus.

Refund/Exchange

No ticket refunds or exchanges are to be made without the approval of the Ticket Operations Manager or Assistant for Ticket Operations.  Exchanges are to be made on the basis of upgrading or for future game/event.

Box Office Personnel Procedures

For all events, tickets (or ticket rolls) and cash drawer must remain in the Box Office until the event set up time.

In case of a problem at the time of an event, contact the following people in order:

Ticket Operations Manager: 946-2030
Assistant for Ticket Operations: 946-2030
Associate Director of Athletics for Internal Affairs: 946-3990
Public Safety Department:

946-2537