The University of Texas at Austin Frank N. Bash Visitors Center
Visitors Center Employee Handbook
Revised: April 2019
Table of Contents Welcome/Overview ...... 3 General Guidelines ...... 4 Visitors Center Operations ...... 10 Safety and Security ...... 17 Dealing With the Public ...... 25 Public Speaking Tips ...... 28 Programs ...... 31 The Star Date Café ...... 41 Information Desk ...... 45 Gift Shop ...... 48
2 Welcome/Overview
Welcome to Staff Welcome to the staff of the Frank N. Bash Visitors Center at the University of Texas at Austin McDonald Observatory. We hope you will enjoy working here. Your co- workers are hard-working, competent people, and friendliness is part of their – as well as your – job description. We all believe the Frank N. Bash Visitors Center is absolutely the best facility of its kind anywhere. All of us share a passion for astronomy and a commitment to sharing the wonders of the universe with the public. You will help maintain this level of commitment to the public by welcoming our visitors to McDonald Observatory and giving them the personable treatment for which we are world famous.
We want all of our visitors to have a good time while learning about astronomy. Visitors will watch your behavior carefully, and if it is evident you are enjoying yourself while doing your job, they will enjoy a pleasant and memorable experience.
This handbook is designed to provide you with all of the information you will need to get started. The first several chapters are a general overview of policies that apply to all Visitors Center employees. The last several chapters are department- specific. You are encouraged to read the entire handbook; information in chapters related to departments other than your own may prove useful to you on occasion. Your supervisor may have also included some attachments specific to your position. As always, please contact your supervisor with any questions or problems you may have.
The Staff Website A webpage containing useful resources is located at http://hercules.as.utexas.edu. Many of the documents referred to in this handbook are posted there, as well as other important information. You are encouraged to browse the links and documents available there. Some portions of the staff website are password protected. You will be issued login credentials on, or before, your first day of work.
3 General Guidelines & Information
The following information and policies pertain to all Visitors Center employees.
Representing McDonald Observatory All Visitors Center positions entail some interaction with the public. When on duty, remember that you are a public representative of the University of Texas at Austin and the McDonald Observatory. You are expected to represent both with professionalism, respect, and scientific integrity. Please adhere to the following policies while on duty:
• Express no political opinions while on duty. Do not make jokes or comments about the State of Texas, the governor or other state officials, UT-Austin, or any other agency. • The Visitors Center tolerates all religious/philosophical views and beliefs, including the lack of such views. Do not make religious/philosophical statements supporting or criticizing any particular belief system. • Professional respect and courtesy towards your colleagues and our visitors is an absolute requirement. Demeaning and disrespectful treatment towards others will not be tolerated. Remember that each of us is quite unique, and everyone deserves civil treatment at all times. • The Observatory is a scientific facility, and as such, the information we provide is scientific theory: a tentative explanation supported by evidence, describing why and how a specific natural phenomenon occurs. By visiting an astronomical research facility and participating in our programs, visitors should understand how science is a process of change in light of new explorations, new evidence, improved technology, and engineering. All presentations should be conducted in a manner that encourages understanding of the scientific method. • When responding to inquiries from visitors regarding scientific and/or controversial topics, you are expected to accurately represent the scientific position of the Observatory. If asked for a personal opinion, feel free to share that, but be sure to clearly make the distinction between your opinion and the Observatory’s position, if they differ. If you are unsure about the scientific perspective on a given topic, read the FAQ’s posted on the Staff Website, or ask a colleague or supervisor. • Please refrain from bringing up the topic of the 107” mirror shooting incident on tours or in conversation with visitors. The administration would prefer that we focus more on the exciting scientific and technological advances being made at the Observatory now. If a visitor asks about the incident, you are certainly free to acknowledge that the incident occurred, but be sure to avoid dwelling on, elaborating on or glamorizing the event. State the simple facts and move on to other topics. Below is the suggested response to inquiries about the topic:
4 “It’s true. It’s not something we’re proud of by any means, but it did occur. In 1970, an unstable employee lowered the telescope into service position and proceeded to shoot the mirror several times. Being nearly 12 inches thick, the mirror suffered only minor damage, effectively reducing the telescope’s light-gathering surface area by less than one percent without affecting the telescope’s research capabilities. There were no injuries or need for repairs, and the mirror is still being used to this day for cutting- edge research.”
Living and/or Working at a Research Facility McDonald Observatory is first and foremost a working research facility. Although observations are primarily made at night, the facility operates 24 hours a day. In order to maintain 24-hour operations, many employees (perhaps including yourself) are required to live on site. Residences are located in the main housing area just behind the Visitors Center and near the summit of Mt. Locke. The McDonald Observatory Housing Policy outlines what is expected of all residents. Please read this policy carefully if you are living on site. Some staff members, such as summer interns and some volunteers, are housed in the Astronomers Lodge: the “home away from home” for our visiting astronomers. If you are staying at the AL, please be considerate of your neighbors who may be sleeping during the daytime.
Research is the number one priority here at the Observatory, so research functions always take precedence over auxiliary functions such as tours and public presentations. All employees and residents are expected to respect the needs of the researchers working here and to avoid negatively impacting research activities.
One of the most important considerations while living and/or working at the Observatory is the impact of lighting on astronomical observations. Errant light directed toward the sky can wash out the faint light of stars and other objects. Modern imaging technology is sensitive to a wide range of frequencies, and ambient light can disrupt, if not entirely destroy, an observation.
We are fortunate here at McDonald to have a night sky that is among the darkest in the world. It is the responsibility of everyone who lives and works at the Observatory to help preserve our dark skies by using responsible lighting while on site. It is also important to set a positive example for our neighbors in the community. Here are a few simple things you can do to protect our dark skies: • Make sure that any outdoor lights you use are directed toward the ground. • Avoid the use of high beams while driving on site at night. • Use extreme care whenever using a laser device to point out objects in the sky, and never point such a device at or near the domes. • If staying at the AL, use the blackout shades on your room windows at night. • If you live in one of the residences on site, please follow the rules set out in your housing agreement for responsible lighting practices at home. Shields for outdoor lights are available at the Gift Shop. • If you have questions or concerns about responsible lighting, contact Bill Wren.
5 Hours/Work Schedules The VC operates 7 days a week and is closed only on Thanksgiving, Christmas Day and New Years Day. Normal hours are from 10:00 a.m. until 5:30 p.m. daily, with regular evening hours on Tuesdays, Fridays and Saturdays. Evening hours vary with the time of year and programming being offered.
In order to cover the VC’s seven-day operations, staff members may work a variety of different schedules. Which schedule you will work should be determined in advance of your first day on the job. Your work schedule might change based on peak visitor times or programming requirements. Your supervisor will make every effort to arrange this well in advance.
Your individual responsibilities for any given day (such as public programs, meetings, etc.) will usually be outlined in the monthly schedule. This schedule is available online via a service called ScheduleAnywhere.com. Your supervisor will add you to the schedule and provide you with login information on or before your first day of work. The schedule is always subject to change, so it’s a good idea to regularly check the online schedule, and be aware of how any changes may affect your workday.
Ask your supervisor as soon as possible if you are unsure what something on the schedule means.
Promptness Promptness is very important at a public facility: be where you need to be on time. If for some reason (e.g., illness, death in the family) you are unable to come to work, please notify your supervisor as soon as possible.
Attire Dealing with the public means dressing appropriately; you represent the University of Texas, as well as McDonald Observatory. While a “staff” shirt or uniform is not currently required, you are expected to wear clothing that is clean, presentable and in good condition (i.e. no stains, holes, tears, fading, etc.). This may include appropriate, astronomy-themed t-shirts, if you wish. Please avoid wearing tank, spaghetti-strap or sleeveless tops. You are also entitled to purchase shirts for work from the Gift Shop at cost.
Please do not wear shorts to work. Wear footwear in reasonably good condition, and refrain from wearing flip-flops or other open-toed footwear.
Baseball caps are good for keeping the sun off your face when outdoors, but please remove your hat when you are working indoors. Bad hair days are an exception.
You will be issued a set of nametags; please wear these whenever working with the public. Nametags are helpful to visitors needing to identify a staff member.
6
Exceptions to the above may be made if you are doing dirty work (e.g. cleaning out a dome, working outdoors for long periods) and not interacting with visitors.
Things to Always Do All personnel are expected to be generally helpful to the public and official visitors, and are responsible for the following:
1. Maintain Familiarity with Daily Schedule/Prices: Be aware of all programming scheduled to take place on a given day, and know the prices of those programs. A complete list of current regularly scheduled programs and their pricing is available at the Information Desk, on the MOVC Staff Site (http://hercules.as.utexas.edu/), and on our public website (http://mcdonaldobservatory.org/visitors). Also be familiar with the content and pricing of Special Viewing Night programs. 2. Provide Personal Assistance to Visitors: Inform visitors of scheduled programs, and answer questions. Become familiar with the reservation system, and be able to assist visitors in making reservations. Provide assistance to visitors with special needs. Be generally aware of who is in the public areas near you in case they fall, have some medical difficulty or otherwise need help. Locate the appropriate staff member for official visitors. 3. Promote VC Events, Programs and Attractions: When appropriate, encourage visitors to participate in our public programs and/or frequent our Café, Gift Shop and Exhibit Hall. Funds from ticket, café and gift shop sales help keep us up and running, so it is important to try to drum up business whenever possible. Do, however, avoid the use of “hard sell” tactics or over-selling our programs. Visitors are here to have a good time, not to hear a constant sales pitch. Be subtle, but do promote what we have to offer. 4. Help Keep Public Areas in Presentable Condition: Alert appropriate staff members to any problems in any area accessible to the public. Be attentive to the condition of the exhibit hall and specific exhibits. If you notice a problem that you cannot correct yourself, alert Kevin Mace or a manager to the situation. Please pick up any litter you see inside or outside the Visitors Center. Visitors will be favorably impressed and perhaps reminded to pick up after themselves. Alert janitors to any special cleaning needs. 5. Coordinate With Colleagues Regarding Scheduling/Tasks: Coordinate with your colleagues regarding who is performing specific tasks, such as opening/closing the public areas. This will make sure these important tasks are completed and prevent unnecessary duplication of effort. Work with your colleagues to make sure there are no conflicts between daily programming and special programs, such as Student Field Experiences or private tours. Also be aware of any last minute scheduling changes. If issued a radio, always bring it to work, and make sure it is on the correct channel.
Most important of all, have fun! If you do, then your visitors will, too.
7 The Office Cat In order to limit the number of non-paying rodent visitors frequenting the “Old VC” office space, we have hired an office cat. His name is Purrseus, and he is very good at his job.
The Kitty Kitty VC staff have contributed to an in-house fund to help pay for cat-related expenses. Angie in the Gift Shop Office maintains this “kitty.” See Angie if you would like to contribute to the kitty or if you need to be reimbursed for a cat-related purchase.
Feeding Purrseus Purrseus eats one can of wet food per day. He is typically fed in the morning and evening. Purrseus usually “asks” the first person to arrive in the morning to feed him. The person assigned to open the domes is expected to make sure this task is/has been completed in the morning. The person assigned to close the domes is expected to make sure he has been fed his afternoon/evening portion and replenish his water for the overnight hours.
The cat’s food/water bowls are located in one of the staff cubicles. A checklist for tracking Purrseus’s feedings is located on top of the metal file cabinet next to his bowls. After feeding Purrseus, please check the appropriate box on the list to let others know that he has been fed.
Our stock of food cans, treats and other supplies are kept on the shelving unit near the ladies’ restroom.
Litter Box Purrseus’s litter box is located in the hallway just outside the women’s restroom. His box should be scooped once a day. The person assigned to closing duty is expected to take care of this at the end of the day or ask a colleague to cover it. Additionally, the litter trash can should be emptied once a week, and the contents deposited in the VC dumpster. Litter, trash bags, scoops, etc. are located in the hallway near the litter box. After scooping the box, please use the vacuum stored near the cat supplies to remove tracked litter from the floor.
Doors Purrseus is an indoor-only cat, so please do not let him outdoors. Use care when entering and exiting the office, and make sure doors close securely behind you. If you need to prop a door open for an extended period, please ask a colleague to secure the cat.
Interacting with Purrseus Purrseus is a friendly, playful cat. When he is not napping during the daytime, he often makes the rounds of the office, visiting staffers at their desks, and “helping” them work.
8 Please do not chase or intentionally frighten Purrseus. Cats do not enjoy being placed in the position of “prey.” They are natural predators, so to them, this kind of “play” is not fun; it’s scary and can condition them to fear or act aggressively toward humans.
Appropriate play with Purrseus is encouraged! Engage the cat’s natural hunting instinct by using a toy to mimic his prey. He has also been known to play “fetch” with one of his many foam balls. Please do not use your hand as a toy. We do not want to encourage him to bite or claw at humans, and odds are you will come out the loser in such a game!
Cleaning Up After Kitty Some members of our staff are allergic to cats, so it is important to minimize the build-up of cat hair on surfaces, etc. To this end, all staff members are encouraged to clean their workspaces regularly.
Please take note of the amount of litter tracked out of the litter box. If necessary, use the small brush/dustpan or a vacuum to clean up this mess. A vacuum is kept near his storage area for this purpose, and a larger vacuum is located in the storage closet in Frank’s office.
After Purrseus has finished eating, please remove his food bowl and clean it as soon as possible. Leftover food bits can attract ants, and we have determined that an office anteater is not feasible. Also, please do not let food bowls soak in the sink for lengthy periods of time. If removed promptly after Purrseus has finished eating, there should be little need for soaking.
9 Visitors Center Operations
Overview The Visitors Center offers the public unparalleled access to one of the world’s premier astronomical research facilities. In addition to any duties outlined in the schedule, there are a number of daily tasks for which members of the VC staff are responsible. You should be familiar with the programming and daily tasks outlined below.
What We Do We have developed a wide array of programs for the general public, students and others. As a member of the staff, you will be expected to become familiar with these programs. The best way to become familiar with our programs is to attend some of them. You are encouraged to attend at least a Solar Viewing and Guided Tour to get a good idea of what we offer.
Regular Daytime/Evening Programming Regularly scheduled daytime and evening programs include Solar Viewing Presentations, Guided Tours, and Star Parties. Additional attractions include the Free Self-Guided Tour, Exhibit Hall, Gift Shop and StarDate Café. A description of our regularly scheduled programs is available on the Staff Website and provided as a handout at the Info Desk.
Special Viewing Nights (SVN) We offer a variety of special opportunities for the public to observe using select research telescopes. More information about our current SVN programs is available on our website at: http://mcdonaldobservatory.org/visitors/programs/special- viewing-nights.
School/Scout Programs We have developed a variety of programs for school groups and scouts. These include Student Field Experiences (SFE), Video Conferences, and Scout Nights (Thursdays during the summer).
Specialty Programming The Visitors Center will occasionally offer specialty programs, usually coinciding with a special event. For example, the VC offers special Technical Tours to accommodate the more advanced amateur astronomers who visit the area for the annual Texas Star Party.
10 Radio Operations Radios are kept at the Information Desk, Café, and Gift Shop. All full-time Programs staff are issued radios. A spare radio is often available in the VC Office and general use radios are available in Exhibit Repair and Domes 1 & 2 in the Telescope Park. All VC radios are programmed with two channels:
• The VC Channel: This channel is used for Visitors Center communications. • The McDonald Repeater: This channel is used for general Observatory communications and emergencies. Different radios will have different programming for these channels (e.g. the VC channel may be channel 2 on one radio and channel 8 on another). When using a radio, please make sure you know which channels are which. Also be sure to know and follow the proper procedure for charging the batteries. Keep the following guidelines in mind whenever using the radio:
• Everything you say on a radio is public. Broadcasts on the repeater frequency reach all of the surrounding counties, so any radio communication you make could conceivably be heard by anybody, not simply Visitors Center staff. Please make an effort to be businesslike and to not broadcast information that should not be public. • Use of foul language on the radio is a violation of our FCC license. • Keep traffic to a minimum. When possible, shift a conversation to a telephone call. Only contribute to a radio conversation if your information is relevant. • Many words are easily misunderstood over the radio. Choose your words carefully, speak clearly, and be concise. • Hold the microphone key for a moment before speaking to avoid clipping your first word(s). • Always identify yourself and the party to whom you wish to communicate.
Common Radio Calls There are many standard calls used in two-way radio communications. The following calls are commonly used at the Observatory.
AFFIRMATIVE Yes. DO YOU READ/COPY? Please acknowledge. GO AHEAD I hear you. Proceed with message. NEGATIVE No. 10-4/COPY Message received/understood. SAY AGAIN Repeat last message. STAND BY Please wait for response. THAT IS CORRECT Yes. Confirm.
11 More information on radio calls and standard protocols is available on the web (http://en.wikipedia.org/wiki/Voice_procedure).
Making PA Announcements The Visitors Center has a public address system that is used primarily to notify visitors of programs that are about to begin. You may be required to make announcements on the PA system from time to time.
The PA system is integrated into the phone system. Instructions for engaging the PA are posted at the Information Desk. Keep the following in mind whenever using the PA system: • Use the PA only when necessary to provide important information to visitors or staff. Avoid overusing the PA, as this is disruptive and can be annoying. • Make sure you know what you want to say before engaging the microphone. Many staff members find it helpful to use a pre-written script. • Use appropriate language on the PA at all times. • Speak into the microphone at a normal volume. It is not necessary to shout into the microphone. • Your announcement will be transmitted more clearly if you hold the microphone a couple of inches from, and parallel to, your mouth. Do not hold the receiver to your head as you would during a regular phone call. • When making announcements from the Information Desk, you may experience some feedback because the speaker is in range of the microphone. If you do experience feedback, turn your body and/or the receiver so that the microphone and speaker are no longer facing one another. • When disengaging the PA, press the button on the phone that shows a phone receiver and downward arrow, and then hang up the phone. This will disengage the PA without broadcasting the sound of the receiver striking the cradle. • The PA cannot be heard in the Theater or Classroom.
Operating MOVC Vehicles While performing your duties at the VC, you may need to use a UT vehicle. The Visitors Center has two shuttle buses and a Suburban for use during tours and when conducting other official business. If conducting tours, you will drive one of the two MOVC shuttle buses. For most other tasks, you will most often use the Suburban. The following guidelines pertain to operation of VC vehicles. Specific procedures will be covered during the training process.
Driver Requirements All drivers of UT vehicles must be 18 years of age or older, have a valid Texas state driver’s license, and be employed by the University.
12 I Drive Safely Course In order to drive the shuttle or any UT vehicle, you must first complete the “I Drive Safely” online training course. This course must be completed once every two years in order to maintain eligibility to drive a UT vehicle.
Bus Seating Both shuttle buses have a seating capacity of 14. Strollers are only permitted on the bus if they can be folded up and stowed so that they do not block the center aisle of the bus. Both buses are equipped with seat belts for drivers and passengers. Passengers must remain seated at all times while the bus is in motion. Children must be seated in their own seat, not on an adult’s lap.
Vehicle Keys Keys for both shuttles and the Suburban are located on the doorframe outside Frank’s office. Spare keys are kept in the Gift Shop Office. Be sure to return the keys when finished with the vehicle. Never leave keys in an unattended vehicle.
Shuttle Doors Close all shuttle bus doors when the vehicle is unattended. If passengers have indicated that they have left personal possessions on the bus, be sure to lock the driver’s door as well.
Opening for Business When the VC is open, visitors have access to the Exhibit Hall, StarDate Café, and Gift Shop. During daytime hours, visitors also have access to the summits of Mt. Locke and Mt. Fowlkes, including the public galleries at the 107” telescope and the Hobby- Eberly Telescope. These public areas must be checked and made accessible to the public at the start of each day.
Opening the Domes One of the first Programs staffers to arrive in the morning will be scheduled to open the public galleries (“open the domes” or “open”). This person will go to both the 107” and HET public galleries and prepare them for public access. Usually, the domes are opened sometime between 9 and 10 a.m. Those who may need to open domes as part of their daily routine will be trained in the proper procedures for doing so. Checklists for opening (and closing) the domes are located in the A/V closets at the HET gallery and the 107” gallery.
Opening the Visitors Center Typically, the staff at the Information Desk, Café and Gift Shop will handle opening the Visitors Center for business. If short-staffed, Programs personnel are often called upon to assist. You will be trained on the opening tasks specific to your position, as appropriate. Unless stated otherwise, full instructions for opening the Visitors Center are located at the Information Desk. Basic tasks for opening the VC include:
13 a) Opening the main building. b) Powering up the exhibits. c) Powering up the Heliostat. A checklist is kept at the heliostat computer. d) Powering up the theater.
Closing for the Day Visitors Center staff members are also responsible for closing all public areas at the end of the business day.
Closing the Domes The domes are usually closed between 5 and 6 p.m. Lights from the galleries can hinder observations, and it is our responsibility to make sure this does not happen. It is especially important to get the domes closed in a timely manner in the winter months, when sunset can occur as early as about 6 p.m. This task is usually assigned to a Programs staffer on the work schedule. The person assigned closing duty is responsible for making sure this task is completed, either doing so him/herself, or asking another trained staffer to cover it.
Self-Guided Tour Brochures A box of Self-Guided Tour Brochures is kept at the top of the visitor parking area on Mt. Locke. The person who closes the domes should replenish the supply of brochures in this box, typically to a total of about a dozen (more during busy periods). Note the number of brochures added to the box on the vehicle log in the Suburban, or send an e-mail to Joe Wheelock indicating the date and how many brochures were added.
Closing the Visitors Center The Visitors Center will typically close at 5:30 p.m. each day. Some areas of the VC may remain open later on Star Party nights. Typically, the Information Desk, Café and Gift Shop staff will handle closing procedures. If short-staffed, Programs personnel are often called upon to assist. You will be trained on the closing tasks specific to your position, as appropriate. Unless stated otherwise, full instructions for closing the Visitors Center are located at the Information Desk. Basic tasks for closing the VC include:
a) Shutting down the heliostat. A checklist is kept at the heliostat computer. b) Shutting down the theater. c) Shutting down the exhibits. d) Closing out cash registers and balancing drawers. e) Closing the main building.
Cash Handling While you may not be required to process transactions at a cash register as part of your regular duties, you may be asked to assist at a register or help count a cash drawer on occasion. All full-time employees should be aware of the following policies, which are in place to ensure security and accuracy.
14 Cash Registers There are several cash registers at the Visitors Center for processing ticket, gift shop, and café sales. Only one staff member may be logged into a cash register at any given time, and only the person logged in may use the cash register to process sales.
Security When dealing with cash, it is important to make security a top priority. Please follow these protocols: • Never leave an open cash drawer unattended. • Have a second staff member accompany you when carrying a cash drawer in a crowded public area. • Never count a cash drawer in a public area. All counting should be done in the Gift Shop office or Exhibit Repair room. • Two staff members are required in order to open the safe, one with a key and the other with a secure access code. • Avoid distracting those who are counting drawers. Please take social conversations to another area if counting is taking place nearby.
Counting a Till A till is the money one starts off with in the cash drawers stored in the safe. Visitors Center tills are set to $200 each. For example, if you start a shift at the Information Desk with a fresh drawer, it should contain exactly $200 in cash and coin. This is your till.
The till is counted at the beginning and end of a shift; it is the first thing to do before opening a register and the first thing to do after closing the register. There are three goals in counting a till: 1) Ensure that there is exactly $200 in cash and coin in the drawer. 2) Ensure that there is an adequate mix of cash and coin to efficiently make change. 3) At the end of a shift, ensure that there is no more than 99 cents in coins to be placed in the deposit bag.
The Visitors Center has adopted a specific procedure for efficiently and accurately counting tills. Please use this method when counting VC tills, even if you have been trained using a different method at a previous employer. In our experience, counting a till in a manner inconsistent with the Visitors Center’s adopted method can lead to inaccuracies and/or inadequate levels of change in the drawers. The details of this method are outlined in documents kept at the Information Desk, Café, and Gift Shop.
Second Counters In order to confirm the accuracy of counts, to ensure that what goes into the safe is accurately reported, and to prevent unrecognized or unexplained
15 shortages/overages, we require that two staff members count each drawer at the end of the business day. The first counter should be the person who ran the register. The second counter should be someone outside the first counter’s department, preferably a member of the full-time staff. Casual (or part-time) employees may serve as a second counter if no full-time staff members are available. The Gift Shop Manager and/or Administrative Assistant may not serve as a second counter.
Verification Worksheet (Till Totals Report) When counting a drawer, both first and second counters are required to fill out a worksheet itemizing cash, credit cards, checks, etc. that will go into the safe. This provides a written record of the count and its verification, and it helps streamline the counting process. The first and second counters must sign off on this sheet after it is completed, and the sheet is to be placed in the deposit bag with the cash, checks and receipts from the day’s transactions.
16 Safety and Security
The following protocols are in place for your safety and for the safety of our visitors.
Medical Emergencies If medical assistance is required for staff or visitors, dial 9-911 from any VC phone, and contact Safety and Security personnel by radio. Do not call one of our on-site volunteer EMT’s without first contacting the 911 dispatcher. This protects our volunteer first-responders from liability.
Firearms As part of the campus of the University of Texas at Austin, McDonald Observatory is subject to the “Campus Carry” Law. Enacted in 2016, the law permits those who hold a License to Carry a Handgun (LTC) to carry a concealed handgun anywhere on the premises. Complete details on “Campus Carry” can be found on UT’s Campus Carry website: https://campuscarry.utexas.edu/. All staff are encouraged to read through the website. You should be aware of the following key aspects of the policy: • Only those with an LTC may bring a handgun to the Observatory. • The open carrying of guns at the Observatory is strictly prohibited. • Weapons brought onto the grounds or into buildings at the Observatory must be concealed, properly holstered, and within reach of the license holder at all times. • Only Law Enforcement Officers are permitted to ask an individual if they are carrying a concealed weapon. • Weapons are not permitted on the grounds or in buildings when a “preK-12 school sponsored activity” or a “program for minors” (such as an SFE or Scout Night) is taking place. When such programs are in progress, signage may be posted near the entrance to the Visitors Center and along Spur 78 leading up to the telescope domes. LTC holders should secure their handguns in a locked vehicle while these programs are in progress.
What To Do If You See A Gun If you witness an individual openly wielding a gun anywhere at the Observatory, flee the area and/or take cover in a secure location immediately, and make sure any visitors who are with you are safe. If possible, call 9-911 and contact the Safety & Security staff by radio.
Texas law permits LTC holders to openly carry handguns in many locations. Occasionally, an LTC holder will be unaware they are on a college campus while visiting the Observatory. In this case, you may see an individual with a visible holstered weapon. If you believe the individual poses any kind of threat, call 9-911. If the individual does not appear to pose a threat, and you are comfortable doing so, you may approach the individual and inform them that they are on a college campus. Most LTC holders will know right away that they need to conceal their weapon. If the individual resists, or you are not comfortable approaching the individual in the
17 first place, do not pursue the matter. Simply contact a supervisor and/or a member of our Safety & Security staff for assistance.
Staff License Holders If you are an LTC holder and want to carry a handgun in the workplace, it is your responsibility to comply with all state laws and University policies related to “Campus Carry.” Be aware of programs and events that may preclude the lawful carrying of a concealed handgun (e.g. SFE’s, Scout Night programs, etc.). Also be aware of any locations on site that may be designated as “exclusion zones.”
Active Shooter Training All Observatory staff are encouraged to receive training in handling “active shooter” situations. The University of Texas provides training opportunities, and occasional training sessions are offered at the Observatory. Many resources are also available online. Visit the UT Police Department website (http://police.utexas.edu/) for information and training videos.
Severe Weather The climate at the Observatory is conducive to many types of severe weather. In case of severe weather, access to the summits of Mt. Locke and Mt. Fowlkes may be restricted. This can affect our public programs. Be aware of approaching and/or predicted storm systems, seek shelter when necessary, and never bring visitors to the summits if severe weather is present.
What Constitutes Severe Weather? Lightning is the primary concern when it comes to severe weather and public programs. However, heavy rain, high winds (>50mph), hail, and snow/ice can also affect programs.
General Protocols The following protocols apply to all visitors and programs: • All visitors will be notified of the threat of severe weather when they check in at the Information Desk. They should be warned that travel to the summits might be restricted and advised how the weather will affect their program(s). • Program presenters should coordinate with the Information Desk attendant, tour assistant and Safety/Security staff as necessary to assess the threat of severe weather prior to, and during, their programs. • If severe weather is approaching or present, all traffic to the summits in private vehicles may be prohibited. Visitors should be discouraged from traveling to the summits on their own under these circumstances. • No outdoor portions of programs are to be conducted when severe weather is present or approaching.
18 Guided Tour Protocols The following protocols apply specifically to the Guided Tour program: • During the summer monsoon season, online Guided Tour reservations will be limited to 28 participants. If there is no threat of severe weather for a given program, additional tickets will be sold at the door up to a maximum of 43. • If lightning has been detected nearby or may develop from an approaching storm, visitors will not be allowed to drive their own vehicles to the summit. Program participants will be shuttled directly to the dome, using both VC shuttles if needed. • If severe weather is present when the tour is ready to head to the summit, the presenter will wait until the weather breaks before commencing the tour. Presenters should be prepared to do a virtual tour in the theater. • If severe weather arrives while a group is at the telescope, the presenter will wait for a break in the weather before leading the group from the building. If private vehicles have been allowed up the mountain, the presenter will shuttle the drivers to their vehicles when it is reasonably safe to do so. • If travel to the summit is prohibited, one parking pass will be made available for visitors who cannot climb the shuttle bus steps.
Telescope Weather Standards Severe weather can damage our equipment. Domes should never be opened if severe weather is present or approaching, or if any form of precipitation is present.
The research telescopes have specific weather rules to guide observers in determining if it is safe to observe. A detailed explanation of these rules is available here: http://snoopy.as.utexas.edu:8080/OS/manuals/more-information/weather- closure-rules. Be aware of these rules and follow them closely if you are doing any programs at the research telescopes.
When conducting tours at the 107” Telescope, be aware that high winds may prevent you from moving the dome during a tour. If the winds are high enough that dome motion is prohibited, an LED display will be illuminated in the “Colossus” control room and projected onto the wall.
At the Visitors Center, we are generally more liberal in our definition of safe observing conditions for our telescopes. However, please do not open the roll-off or Visitor Center domes under the following conditions (as reported by the Mt. Locke weather station), unless a manager has made an exception for your program: • Winds in excess of 50 mph. • Particle count in excess of 100,000 ppcf.
Weather Resources Decisions on whether or not to open domes should be made based on the conditions reported by the Mt. Locke weather station: http://weather.as.utexas.edu/cgi- bin/latest_5min.cgi.
19
The HODAR website (http://observatories.hodar.com/mcdonald/night.html) provides satellite and radar loops, current Mt. Locke conditions, and the current National Weather Service forecast in one location.
More detailed satellite feeds, as well as links to radar loops, can be found at: http://weather.rap.ucar.edu/satellite/.
Real time lightning strike data is available at: http://www.lightningmaps.org/realtime?lang=en.
Wildlife The Observatory grounds and surrounding terrain are rich in wildlife of all kinds. In most cases, wildlife does not pose a problem. However, some forms of wildlife can be dangerous, particularly if the animal is provoked, feels threatened, is injured or is protecting young. Staff and residents should always maintain awareness of their surroundings. Assume that wildlife is present at all times, and never approach a wild animal, even to take a picture. Enjoy gazing at our wildlife, but remember the animals you encounter are wild and unpredictable.
Sightings of and encounters with potentially hazardous wildlife (e.g. rattlesnakes, coyotes, mountain lions, wild hogs, bears) should be reported to the Safety Office.
The presence of nuisance/hazardous wildlife in residential areas is exacerbated by feeding of animals outdoors. The Observatory administration recommends residents avoid leaving food of any kind outside.
Any questions or concerns regarding wildlife on site can be directed to the Safety Office.
Wildfires The combination of arid climate, warm temperatures, occasional high winds and ample grassland make the threat of wildfires a serious and ongoing concern. Please be responsible with open flames on site at all times and observe Jeff Davis County burn bans and advisories.
The facility has a fire warning siren that is used to notify staff and residents of a serious fire situation on or approaching the facility. If you hear the siren or see a threatening fire condition, you should evacuate to the Visitors Center and await further instructions. The Visitors Center is considered highly defensible and is one of the safest places to be on site in case of fire. Please note that the siren system is occasionally tested, and all tests will be announced in advance. No action is required on your part during a test of the siren system.
20 Visitors Center Safety/Security
Restricted Areas The following areas are off-limits to the public/unauthorized personnel at all times: • Behind the Information Desk and Gift Shop counter. • Behind the counter and in the food prep areas of the Café. • The Gift Shop Office. • The exhibit repair/work room. • The VC office building (“Old VC”). • The Theater projection room.
Entrances/Exits The side entrance door (employee entrance) should remain securely closed at all times. Do not leave this door open and unattended. All interior doors to offices/classroom/work areas should be closed securely at the end of each day. Staff should check that the main entrance, café, theater and exhibit hall doors are secure before leaving for the day/night. At the “Old VC” building, all staff should ensure that both exterior doors close securely whenever entering or exiting.
The “T” Key Your “T” key was issued to you only and should never be loaned to anyone under any circumstances. It provides access to all Visitors Center facilities and to many of the facilities on Mt. Locke and Mt. Fowlkes. You must return this key upon your final day of work with the Visitors’ Center.
Theater Seating/Occupancy Limits The State Fire Marshal has mandated a strict occupancy limit of 100 persons in the Theater. Seating is available for 94 people.
Facility Safety/Security The VC is privileged to have access to research areas for public programs. This public access is unmatched by any similar facility in the world. Visitors Center staff must always be aware of how our actions and the actions of our visitors impact the primary work of the facility. A number of policies are in place to protect the integrity of research conducted here and to ensure the safety and security of our visitors, staff, astronomers, and research equipment. Please adhere to the following rules at all times.
Unpaved Areas All visitors should be discouraged from wandering onto unpaved trails, grassy/wooded areas, residential yards/driveways, etc. This reduces the chances of visitor injury, encounters with wildlife, and trespass onto private residences.
21 Ledges/Guardrails Visitors should not be permitted to stand or sit on ledges, guardrails, or walls. There is always the risk that someone standing on a ledge, guardrail or wall can lose his/her balance and fall from a dangerous height. This is especially dangerous on windy days.
Unauthorized Vehicles Visitor vehicles are not permitted beyond the “STOP: Authorized Vehicles Only” sign near the summit of Mt. Locke unless they have been given permission ahead of time. Parking passes are available at the Information Desk for visitors needing close access to the domes.
Large Vehicles Large vehicles such as RV’s and campers often have difficulty negotiating the steep grade up Mt. Locke. Visitors driving such vehicles should be given seats on the Shuttle Bus for tours and discouraged from attempting the drive to the top.
Tour Buses Large tour buses are never permitted beyond the “STOP: Authorized Vehicles Only” sign near the summit of Mt. Locke. These vehicles can become trapped on the circle drive at the summit, especially if staff vehicles are parked there. Large buses should be instructed to park along the rock wall in Visitor Parking. We can offer shuttle service to/from Visitor Parking for those aboard the bus who are unable to make the walk between the parking area and the dome.
Dome Occupancy Limits The safe occupancy limit of the 107” dome floor is 45 people. In addition, for groups of 23 or more, a second staff member is required to assist in case of evacuation. This means that all 107” tours have a hard limit of 43 visitors.
The safe occupancy limit for the 82” telescope is 20 people.
Restricted Areas • Catwalks at the 107” and 82” telescopes. • Upper landings on the dome floors of the 107” and 82” telescopes. • The dome floor of the HET. In some rare cases, public access to this area is allowed. Visitors Center staff will be notified in advance if this is the case, and an HET staffer will be present the entire time the group is on the dome floor. • The control rooms of any telescope. On rare occasions, small VIP groups may be allowed to enter the control room with the observer present and only after specific arrangements have been made in advance. Tour guides are never allowed to bring even small groups of visitors into control rooms. • The hydraulic platforms on the dome floor of the 107” telescope.
22 • The 2nd, 3rd and 4th floors of the 107” telescope building. These floors contain staff offices and delicate research equipment. There is no reason the public tour should ever visit these areas.
Dome Floor Safety Warning to Visitors The UT Fire Marshal has mandated that all tour guides notify visitors about safety rules and evacuation procedures upon arrival on the dome floor. A sample “Safety Speech” is located on the staff website at: http://hercules.as.utexas.edu/ORIGINALS/index.html. This information is also provided on the 107” dome floor in the form of a laminated card located at the telescope operation console.
The key elements of this speech are: • Visitors should stay outside the green stripe on the floor (i.e. off the hydraulic platforms), and stay clear of equipment, doorways and stairwells. • Visitors should not leave the dome floor by elevator unless accompanied by a staff member. • In the case of an emergency, the primary exit is the public staircase. • If the public staircase is inaccessible in an emergency, the tour guide or tour assistant will lead visitors off the dome floor by way of the staircase at the back of the control room. All presenters should become familiar with this route. • Those in need of assistance off the dome floor in case of an emergency can gather at the “Area for Evacuation Assistance” on the east side of the dome.
Doors at the 107” Telescope Always make sure the access doors to non-public areas are secure. Before leaving the dome floor after a tour, make sure the door at the top of the stairs is closed securely and that the alarm is activated.
Also, tour guides should warn visitors (especially during busy times) not to hold the locked door at the bottom of the public stairs open for people who aren’t on the tour. This usually happens as the group is heading back down the stairs at the end of the tour. These people then wander up to the dome floor unattended.
Nitrogen Safety Many of the instruments at the Observatory are cooled with liquid nitrogen. Although nitrogen is an inert gas and is not flammable, it does pose some unique safety hazards. While you are unlikely to come into direct contact with liquid nitrogen in the course of your daily activities, our public tours do visit locations where large quantities of nitrogen are stored and used. All staff members should be aware of some important safety considerations associated with nitrogen in general.
23 General safety considerations related to the presence of liquid nitrogen include: • Liquid nitrogen is extremely cold. Contact with liquid nitrogen can cause severe damage to living tissue. It will also cause materials to freeze and become extremely brittle. • Nitrogen is heavier than air, so it will displace oxygen near the ground. Exposure to the low oxygen environment created when large amounts of nitrogen are released in a confined space can quickly lead to loss of consciousness and even death.
Locations on site where you may encounter liquid nitrogen include: • The Hobby-Eberly Telescope: The HET stores and uses thousands of gallons of liquid nitrogen to cool the VIRUS instruments. The site is equipped with an elaborate nitrogen storage, transport and safety system. Alarms will sound if nitrogen/oxygen levels at the HET reach potentially dangerous levels. If the nitrogen alarm sounds during a tour, the presenter must halt the tour immediately and ask all guests to leave Mt. Fowlkes. Safety personnel at the HET have been trained to handle nitrogen emergencies, and it is best to get all visitors away from the scene so staff can secure the site. • Outside the 107” Telescope Dome: A trailer-mounted tank of liquid nitrogen is kept outside the loading bay at the 107” Telescope. Under most circumstances, this tank poses no risk to staff or visitor safety. Occasionally, you may see a member of Observing Support working with the tank. In this case, make sure visitors stay clear of the activity. • Portable Dewers: Portable dewers of liquid nitrogen may be found at several locations on site. Most often, you will find them on the dome floors of the 107” or 82” telescopes and in the loading bay at the 107” telescope. These storage containers do not pose any risk to staff or visitors. Nevertheless, visitors should be kept clear of nitrogen dewers.
If you should come upon a person who has fallen unconscious, and you suspect it is due to oxygen displacement, do not attempt to go to their aid. Although your instinct will likely be to help the individual, it is more likely that you will succumb to the low oxygen levels before you have a chance to do any good. Instead, vacate the area, call 9-911, and notify on-site safety personnel of the situation. They are trained and equipped to properly render aid in such situations.
Similarly, if you observe signs of a leak in any liquid nitrogen system, do not under any circumstances approach the area of the leak. Signs of a leak may include frosting of nitrogen lines (although frosting of couplings is common and normal in humid conditions), vapor clouds and hissing/spewing of liquid nitrogen. If you observe these signs of a leak, immediately notify a member of the HET or Observing Support staff.
If you have questions or concerns about nitrogen safety, please contact Steve Bramlett (facility-wide), Coyne Gibson (OS) or Herman Kriel (HET).
24 Dealing With the Public
You will meet a steady stream of visitors from all walks of life, many of whose intelligence and background compare favorably with your own. Most visitors are here for a pleasant time, and while interested in astronomy, they do not expect a full course. They may or may not retain specific information they receive about the Observatory and the night sky, but they will never forget that you were pleasant, that you showed a personal interest in them, and that you showed them respect. The overwhelming majority of your interactions with visitors will be pleasant and rewarding. However, negative interactions can and do occur. The University of Texas has partnered with Lynda.com to provide a short series of training videos about customer service. All staff are encouraged to view these videos, either via iPad (available in Frank Cianciolo’s office) or on the web. See your supervisor for more information about these videos and other training opportunities.
Some general guidelines for all visitor interactions include:
• Be courteous and professional at all times. This is an absolute requirement; most people will respond appropriately to a courteous person. Avoid making confrontational statements that may antagonize or insult a visitor. • Be crystal-clear and direct when giving instructions or making requests of visitors. • Always maintain your composure in order to remain in control of any situation. If you are frustrated or angered by a situation, pause for a few seconds to collect yourself, recognize your emotional response, and remind yourself not to react emotionally to the situation. • Avoid singling out visitors in front of an audience. • Use positive reinforcement when appropriate with individuals or groups to prevent negative interactions before they occur and to restore a positive visitor impression. For example, if a visitor has complied with your request to refrain from making comments during a tour, thank them after the tour for helping you provide a positive experience for the group. • If you feel unprepared to deal with any potential scenario, don’t hesitate to ask for assistance or suggestions from your managers and colleagues.
Below are suggestions for handling some specific situations.
Visitors With Special Needs We are constantly working to improve our services for visitors with special needs. If you encounter a visitor with special needs, you will need to be aware of how we can assist that person. A detailed description of all accommodations we offer is provided on our public website at: http://mcdonaldobservatory.org/special-needs. You should review this list in its entirety.
25 Here is a brief list of some of the more common accommodations we offer: • Several transport chairs and one wheelchair are available for those with mobility issues. They are stored in the Theater. • Visual guides and scripts for the hearing impaired are available at the Info Desk for Solar Viewing presentations and Guided Tours. • Fifth floor elevator access is available at the 107” telescope for Guided Tours and SVN’s. Note that elevator access is NOT available at the 36” or 82” telescopes. • Public areas at the Hobby-Eberly Telescope and the 107” telescope are wheelchair accessible. • The Wren-Marcario Accessible Telescope gives visitors in wheelchairs comfortable access to telescope views at the Star Party. We can also offer some limited viewing for those in wheelchairs using the “Portaball.” • Assistive listening devices are available for use on all programs. • A limited library of tactile graphics is available for blind visitors. We generally need advance notice to prepare appropriate graphics for a given program.
Children We welcome children on all of our programs. Presenters should work to keep children engaged and encourage them to ask questions during programs. However, some children may become disruptive for a variety of reasons. These situations can be awkward for the presenter and the parents, and they can frustrate other members of the audience. Presenters must work to minimize the disruption in a compassionate and respectful manner.
Here are some strategies for dealing with active and noisy children: • If the child is especially noisy and disruptive during a program in the theater, you might have to suggest (or request) that a parent take the child to the Exhibit Hall to run around. • Often, parents realize that the Solar Viewing program is not totally interesting to little people, and take them out of the theater. You might try to assure parents that the kids will be more engaged on the Guided Tour, since large things (telescopes and domes) often get moved around during the tour. • At the 107” dome floor, you might suggest they watch the tour from the visitors’ gallery at the top of the stairs. • Try saying with a smile, “I understand that the baby doesn’t agree with me, so maybe you can take him/her for a walk.”
Our public website provides some tips for parents visiting the Observatory with children (http://mcdonaldobservatory.org/visit/visiting_with_children). All presenters should be aware of these guidelines.
26 Disruptive Adults On rare occasions, an adult visitor may become disruptive to a program. When possible, address the problem with the visitor directly in a manner consistent with the guidelines provided above. If the visitor refuses to comply with your request and continues to disrupt your program, you have the right to ask him/her to leave. This should be a last resort, but presenters should not hesitate to use it if the audience experience is being negatively impacted by the behavior of an individual or group. If a disruptive visitor refuses to leave, pause the program and discretely contact a manager or security personnel for assistance.
“Gate Crashers” Occasionally visitors who have not paid for a program will end up with a tour group or in the theater during a paid program. The best way to avoid this scenario is to be aware of your group and the color of the stickers (if any) that individuals are wearing. Take a moment to remind visitors that only those with the appropriate pass may participate. If there is space on the program, feel free to allow the person to join the program, provided they pay the admission fee afterwards.
Large Crowds If presenting a public program, always wait for the entire group to gather before beginning to speak. If you must wait a few minutes, you can break the ice by visiting a little with the group. Where are they from? Are they coming back for a Star Party?
Presenters should always repeat questions asked during large programs. This ensures that all of the visitors hear the question and understand the response.
When tours are larger than 22 visitors, a tour assistant will go along for the 107” portion of the tour. This person can help you with crowd control and other tasks.
Complaints Some visitors will object to the scheduled hours for activities, to the activities themselves, to not being able to view through the big telescope, etc. When you are the only one around to listen to these complaints, realize that these things are out of your realm of responsibility, and although you’re concerned, you cannot do anything to change them. Apologize for any inconvenience or disappointment. If threatened with a letter of complaint to your supervisor, politely give them a name and address, but do not get upset, and do not worry about it. Unless you yourself are at fault through your manner, failure to do your job, or sheer discourtesy, you have nothing to justify either to the visitors or to your supervisor. Belligerent Individuals Though most people will treat you as well as you treat them, there will occasionally be exceptions. You will have to handle unpleasant situations the best you can. If a situation is completely out of control, and you are abused or threatened, call someone in a supervisory capacity, or 9-911, if that is appropriate. This will seldom, if ever, occur, but do not hesitate to summon help.
27 Public Speaking Tips
While the following is geared mainly toward our Programs staff, all jobs here involve some interaction with the public. The following may be useful to all staff.
The three most important guidelines to practice immediately, regardless of your level of experience, are: knowledge of your subject, sincerity, and enthusiasm. When you deliver an accurate tour in a personalized and sincere manner, visitors will have nothing less than a memorable experience.
The following public presentation and communication skills come with time and experience; the more tours you conduct, the faster you will acquire them.
1. Eye Contact: You should always maintain eye contact with your audience. If you find yourself rapidly scanning the audience with your eyes, you convey non-verbally that you are nervous. Instead, find an anchor, and lock in on one individual’s eyes. Slow down, get your bearings. Speak to one person at a time. Then pause, and find the next individual. Instead of speaking to a group, have a series of one-on-one conversations with the individual members of the audience. It is also very important to face the group at all times. You cannot maintain eye contact if your back is to the group. Especially avoid looking at the screen while presenting slides during Solar Viewing. This is a common pitfall of beginning presenters.
2. Audience Cues: Remember that you are engaging in a conversation with your audience. Every public presentation is a two-way communication, and the best presenters pay attention to what their audience is communicating. If your audience is bored, having trouble hearing you, or confused, they will generally present easily identified non-verbal cues. Pay attention to these signals, and adapt your presentation accordingly.
3. Gesturing: Gestures can add to a presentation if properly used. On the other hand, they can also be distracting if overused or if used in a way that does not relate to your presentation. If you find yourself not knowing what to do with your arms, hands, or fingers while you speak, try to use gestures to specifically emphasize the point you are trying to make. Don’t put your hands in your pockets or fidget. When you are not using your arms or there is no need to do so, simply allow them to drop naturally to the side.
4. Pausing: Presenters often experience a sense of “time dilation:” what seems to the presenter like a lengthy pause is often much shorter in reality. Pause longer than your instincts suggest when waiting for an audience response. If you lose your train of thought or have a problem, pause to collect yourself. What seems like eons to you will seem like a fleeting moment to the audience.
28 5. Inflection and Volume: Speak naturally at an adequate volume. Avoid monotone and/or rote speech. This gives the impression that you aren’t interested, which will affect the way your audience receives your presentation. If you find yourself caught in boring monotone speech, then you want to increase your volume, and increase your voice inflection. It is more interesting to listen to a presenter who has passion and feeling in their voice. Your own interest and enthusiasm will be contagious, so use your voice as a tool to convey these feelings.
6. Humor and Jokes: Humor can be a great way to engage your audience, but it can also backfire. It is very risky business to begin your presentation right away with humor or a joke. Typically it won’t work to your favor because you don’t yet have a feel for your audience. If it works, you haven’t gained much, and if it doesn’t work, you can lose your audience for the entire presentation. Don’t constantly try to be funny. If you don’t take yourself too seriously, humor will naturally fall into place when it’s appropriate.
7. Designing Visuals: If you design a visual for your presentation, keep it simple. All presenters must utilize all the software/hardware possible to enhance their presentations. Kevin Mace is an experienced graphic artist and is a good person to consult if you have questions or ideas.
8. Taking Questions: Generally, public tour participants will be encouraged to ask questions during and after the tour. Because of time constraints during the tour, you will need to limit how many are asked. If you have a visitor with many questions, simply say: “Before I forget, let me mention a few other important items of interest. I’ll have more time after the tour to answer more of your questions.” Do not tell visitors to simply “hold their questions until the end.” Doing so disengages the learning process as it occurs naturally; this is especially true with children, who learn by asking basic questions. When questions are asked in large groups, tour guides should repeat the questions so everyone can hear.
9. Intellectual Honesty: If you are honest about your level of knowledge and the current state of scientific knowledge on a subject, the audience will have greater respect for both you and the scientific process. During your program, if you get a question you can’t answer, simply say, “I don’t know.” If you know an answer can easily be found, offer to help the visitor find the answer after the program. If you don’t know how to find the answer, get help from a colleague. If there isn’t currently an answer to the question, then saying, “We currently don’t have an answer to that question” is a valid scientific response.
10. Know Your Stuff: Be sure to have your facts straight and clear. If you notice any discrepancies in factual statements from any source or are not completely sure of yourself, contact other staff members for help. Having a good knowledge base of your subject matter going into a presentation will allow you to present the material in a more relaxed and assured manner, and it will better prepare you to handle unexpected questions.
29
11. Don’t Panic: If you have a problem during your program, don’t panic or rush. Explain to the audience that there is a problem, and take the time you need to fix it properly. If it is beyond your capability to solve the problem, calmly excuse yourself, and get the assistance you need.
12. Inclusiveness: Avoid alienating members of your audience. Do not express political, religious, or philosophical opinions, or make jokes about controversial topics. Show respect for all of your visitors, even those with whom you may disagree. Make an effort to refer to astronomers and staff in gender-neutral ways: For example, you might continue to use the term “the astronomer,” rather than referring to the astronomer as “him” or “her.” If you are speaking of a specific astronomer or staff member, obviously you can use the appropriate pronoun.
30 Programs
This chapter contains information specific to the Programs staff, and those who assist in the capacity of tour assistants, site volunteers, etc.
Training All tour guides should prepare for training by obtaining and reading the following: • Big and Bright, by David S. Evans and J. Derral Mulholland. This book is available for purchase in the gift shop, and a few copies are available for loan in the staff offices. • The McDonald Observatory informational brochure. • Sample Programs Scripts/Slides. These are available on the staff webpage. • Web Resources (http://hercules.as.utexas.edu, http://mcdonaldobservatory.org)
You will begin training by sitting in on a minimum of four guided tours conducted by experienced presenters. During this time, you will begin crafting your own presentation. The new presenter should adhere to the Solar Viewing and Guided Tour “scripts” as a guideline of information only; they should not be given verbatim. Experienced guides have acquired the ability to include the basic script information, while blending in their own unique passion for certain areas of astronomy and relating other science, technology, and engineering fields to astronomical research and our everyday lives. If you have any questions during this time, don’t hesitate to speak to your manager or any of your colleagues.
Experienced staffers will observe the first several tours you present. The staff observing you is ready and able to assist you with any problems you may encounter. Ask for assistance when you need it. When the Senior Program Coordinator determines that you are ready, you will begin conducting programs on your own.
Before conducting a tour of the 107” Telescope on your own, you will receive training on telescope operations. You will meet with a representative of the Observing Support staff, who will go over safe and proper operation of equipment on the dome floor. In addition, a Visitors Center staff member will walk you through proper VC operations at the 107” telescope.
In addition to training for conducting public programs, you will receive training on many other functions of the Programs staff. This may include opening/closing facilities, conducting specialty programs, working the Information Desk, etc.
You will also be required to complete a set of online compliance training modules mandated by the University of Texas. Your supervisor or an HR representative will help determine which modules you must complete. The safe driver training module must be completed before you can be permitted to drive a UT vehicle.
31 Every staff member who operates research telescopes must also agree to comply with the “observer’s contract.” That contract can be found here: http://snoopy.as.utexas.edu:8080/OS/manuals/more- information/contract.pdf/view. Signing off on the daily report at the research telescope on the date of your program is considered agreement to comply with the contract.
General Public Programs Policies The following is policy for all public programs presenters. It is your responsibility to know, practice, and maintain the following: • Provide clear and accurate information at all times. If you are unsure about the accuracy of a statement, ask your colleagues for help. • Be familiar with the public programs schedule. • Be present and ready to conduct your program at least five minutes prior to the scheduled start time. Be early enough to prepare, with sufficient time to solve any unforeseen problems.
Conducting Solar Viewing Presentations The Solar Viewing Program is meant to cover basic information about the sun. Live or previously recorded images of the sun and computer displays should reinforce and augment your presentation. New Solar Viewing presenters should begin by using the prepared sample Solar Viewing script and slide set, or the presentation of an experienced colleague, until they can prepare their own program. A sample Solar Viewing script and slide set are accessible via the staff webpage under “Program Resources.” Sample slides are also stored on the Theater computer.
In most cases, a Guided Tour will immediately follow Solar Viewing.
Conducting Guided Tours Guided Tours typically visit the 107” telescope and the HET. As with Solar Viewing, beginning presenters should follow closely the sample scripts and presentations of experienced colleagues until they are ready to prepare their own program. Sample tour scripts are located on the staff webpage under “Program Resources.”
Accounting for Visitors In general, presenters should always be aware of their surroundings and the people who are on their tours. There are many places along the tour where visitors can get left behind or where extra people can end up with the group. Pay attention to the following: • Know how many people you should have on the tour and on the shuttle bus. • Notice the color of the stickers of those on your tour. Tour participants should have green stickers. If you have folks with yellow stickers or none at all, remind them that you cannot bring them to the dome floor. Visitors should not get as far as the dome floor without a green sticker. If this
32 happens for some reason, do not make the visitor leave. Instead, ask them to pay the admission fee at the Information Desk, and continue the program. • Wait for the entire group to gather before beginning any part of your tour. • Make sure that all shuttle bus riders are accounted for before departing the VC, the 107” telescope, or the HET. • When heading upstairs at the 107” telescope, be sure to avoid leaving someone behind in one of the restrooms. • Make sure all visitors are accounted for when leaving the dome floor of the 107” telescope (either headed down the stairs or on the elevator with you).
Access to Domes In most cases, public tours are permitted access to the dome floor of the 107” Telescope. On some rare occasions, tours will visit the 82” Telescope instead of (or in addition to) the 107” Telescope. Access to telescope domes is prohibited under the following conditions: • If there is a sign on the door that indicates a calibration or other dark test is in progress. • If a cage change or other “heavy” work is taking place on the dome floor. • If a hatch cover is out of the dome floor. • Any time after sunset, unless given express permission in advance from the observer.
Operating Equipment in the Domes The following guidelines should be followed when operating equipment in any of the domes: • A good rule of thumb is to always put equipment back where you found it. • Do not operate any equipment or lights (other than flashlights, with care) in a dome if a “Danger – Do Not Operate” sign is on the control console. • Do not operate the dome under high wind conditions. At the 107” Telescope, this is indicated by a red LED display in the “Colossus” control room. • Always check in the control room before moving any equipment on the dome floor. If an astronomer or technician is in the control room, politely ask if you may move things around on the dome floor. • Anyone who moves (or supervises the motion of) one of the research telescopes must be checked-out in that telescope’s safe operation before attempting to move the equipment. Some tour guides like to have visitors move the telescope and/or dome at the 107”. This is permissible so long as the tour guide has been checked out and is carefully monitoring the telescope’s motion. Tour guides should exercise common sense when choosing volunteers to operate equipment; for example, extremely young children may not be able to follow your directions and may not get much out of the experience anyway. • Anyone who operates a research telescope at McDonald Observatory must agree to comply with the Observer’s Contract before doing so. Read the contract before your first tour. The contract can be found at
33 http://snoopy.as.utexas.edu:8080/OS/manuals/more- information/contract.pdf/view. Operation of the telescope(s) during tours is considered implicit agreement to comply with the contract. • When moving a telescope, always watch for collision hazards, and check to be certain that no cables will be pulled. • Always know the location of the nearest “Emergency Stop” (E-stop) button. • If anything seems amiss during your tour (malfunctioning equipment, strange/loud noises, etc.), notify a member of the Observing Support Staff as soon as possible.
Leaving the Dome Floor of the 107” Following the presentation on the dome floor of the 107” Telescope, it is important to leave the equipment in the proper state. In order to ensure the dome and telescope are left in the proper state, and to track lapses when they occur, a dated check-off sheet is located in the old control room. Before leaving the dome, presenters should place a check mark in the box for the appropriate date and tour. If the following tasks cannot be completed due to the presence of Observing Support or Physical Plant staff working on the dome floor, please indicate such with the appropriate code in the box.
Unless instructed otherwise by a member of the Observing Support team, all presenters must do the following before leaving the 107” dome floor after any tour: • Stow the telescope, dome, platforms, and windscreens. • Turn the AC and tube fans back on. • Engage E-Stop. • Secure the door to the public stairwell, and engage the alarm. • Check the appropriate box on the check-off sheet in the old control room.
When you check the box on the check-off sheet, you are certifying that you have completed the above tasks. Do not check the box until after you have completed these tasks.
Special Considerations for the Afternoon 107” Tour Observing Support turns over the domes to the astronomers at 4 p.m. each day. Presenters should make every effort to be off the dome floor by this time. In addition to the tasks listed in the previous section, which must be done after all tours, afternoon tour guides are responsible for the following additional tasks: • Turn off the dome lights. Passage lights may be left on for safety. • Move the stanchions near the elevator out of the way.
If for any reason the afternoon tour is canceled, it is the responsibility of the person assigned to present the tour to make sure these tasks are completed by 4 p.m.
34 Presenting in the GTAG Tours of the Hobby-Eberly Telescope take place in the George T. Abell Gallery (GTAG). This space is open to visitors throughout the day, free of charge, as part of the Self-Guided Tour. When you arrive with your tour group, you may find visitors already in the gallery. Those visitors are welcome to listen in on your program if they wish.
Several videos and exhibit displays run continuously in the GTAG. Tour guides should disable the sound on the videos before beginning a live presentation. If you arrive and find visitors watching a video, please do not abruptly turn off the video. Instead, politely ask the visitors if you can mute the sound or stop the video, and invite them to listen in on your talk. If the video is near the end, you may opt to simply wait for it to finish before disabling it. Always remember to restart the videos or restore the volume before leaving the gallery at the end of your tour.
Tour Assisting If 23 or more visitors are participating in a tour, a Programs Staff member will accompany the tour in the role of tour assistant. When performing as a tour assistant, be sure to have a working flashlight, your radio with a working battery, your name badge, and the keys to the Suburban handy. A list of tour assistant duties is available on the staff webpage under “Program Resources.”
Star Parties Star Parties typically feature an Introduction, Constellation Tour, and telescope viewing in the Rebecca Gale Telescope Park, located behind the Visitors Center. A description of some of the telescopes we use is available as a handout at the Information Desk and on the staff website. During inclement weather, a Plan B program is offered, which typically features talks, demonstrations and videos.
All staff assigned to work Star Parties should arrive approximately 30 minutes prior to the start of the Star Party to begin setting up telescopes. You will be trained in the procedures for setting up and breaking down the telescopes starting with your first Star Party.
Pre-Star Party On Star Party nights, one Programs staffer will be assigned to work at the Information Desk before the Star Party begins. This person typically assists with handing out tickets to guests with reservations, answering the phone, and other tasks. Those who have been trained on using the cash register may sell Star Party tickets during busy periods. If assigned this duty, you should arrive at Info one to two hours prior to the start of the Star Party, as scheduled. Expect to remain at Info until the Star Party begins, and any crowds at the Info desk have died down.
35 Operating Telescopes If operating a telescope at the Star Party, you will be assigned a telescope and specific target. Unless instructed otherwise, you will stay on your assigned target for the entire program. Have your telescope pointed and ready for use by the time the program host finishes his/her introduction. Visitors will have the option to go straight to telescopes or remain in the amphitheater for a Constellation Tour. So, you may begin seeing customers as soon as about fifteen minutes after the program begins.
Once viewing begins, your job is to keep the telescope on-target, help visitors find the eyepiece, provide information about the target, and answer questions. You will be expected to provide accurate astronomical information, and be honest if you do not know the answer to a visitor’s question.
On busy nights, lines at the telescopes can grow to be rather long. In these cases, you need to provide a brief, friendly interaction at the telescope. Shorten your eyepiece descriptions as necessary to keep folks moving through the line. Remember that the program host has already described the targets we’re viewing during the program introduction, and a staff member routinely goes through the lines describing what the visitors are waiting to see. So, it is not necessary to give each visitor a lengthy description of the target.
Target Selection When selecting targets, it is important to remember that our visitors are, by and large, not experienced observers. What may seem fascinating to the trained eye can often be completely lost on a visitor looking through a telescope for the first time. The views we provide should be meaningful and accessible. We should avoid showing featureless dots, barely visible smudges, or the like. At best, visitors may not gain much from the view beyond our explanation. At worst, they will find the exercise frustrating and a waste of time. As outreach specialists, it is our job to be able to explain why we avoid such targets in favor of others. In general, targets should be chosen with the following priorities in mind: 1) Transients: Temporarily visible objects of interest such as comets, supernovae, etc. 2) The Moon: Consider the Moon’s phase and position in the sky. For instance, if the Moon is a thin crescent that will set shortly after the program begins, it no longer ranks as a priority. If the Moon is nearly full, it still ranks as a priority, but viewing with more than one telescope may not be warranted. 3) Bright Planets: Some exceptions do exist: • Venus. At nearly full or gibbous phase Venus would typically not be a priority. • Mars. It is bright and calls attention to itself, but features on its surface can be maddeningly difficult to pick out, even at opposition.
36 While it is a reasonable target near opposition, it is best ignored in favor of other objects at other times. 4) “Showcase” Objects: Impressive nebulae, galaxies, and clusters. 5) Binary/Double Star Systems 6) Individual Stars: Stars with interesting characteristics, such as carbon stars.
Various factors will influence which objects will be observed on a given night, so target selection must be considered carefully to maximize the visitor experience. Factors influencing target selection include: • Moon Phase: This is typically the most significant factor influencing target selection (assuming clear skies). The amount of scattered moonlight will dramatically influence target selection. For example, although galaxies are a high priority, we will typically not view them if the Moon phase is such that the view would be poor. Specific phases at which moonlight will impede views can differ depending on the target, atmospheric conditions, sky position, etc. • Sky Conditions: Existing or expected conditions such as haze (humidity/dust), clouds, wind, and seeing conditions. • Telescope Operators/Telescopes: Number of telescope operators available and telescopes deployed. • Attendance: Overall number of participants with respect to the number of telescopes deployed. • Telescope Characteristics: Certain telescopes have physical limits or impracticalities that should be considered when deciding on targets. Some examples: o Physical Limits: Some telescopes simply cannot view certain parts of the sky, or may require maintenance during the program that will slow down the lines. § The WMAT cannot observe directly overhead or due east/west. § Most Dobsonian telescopes have tracking issues at zenith. § Telescopes mounted on German equatorial mounts need to be “flipped” for targets passing through zenith. o Eyepiece Position: Eyepiece height and position relative to nearby obstacles should be considered. Most visitors are uncomfortable going up more than one or two steps on a ladder, and some may have difficulty reaching eyepieces that are very low. § The eyepiece of the Chow telescope is at a reasonable height for most people when pointing at a target near zenith. Eyepiece height becomes a problem if pointing at objects lower than 30° altitude. § Viewing an object that passes through zenith on one of our permanently mounted Cassegrain telescopes can place the eyepiece at a height that is too low for most adults to comfortably reach.
37 § The eyepiece on the 22” Dob becomes uncomfortably high when viewing near zenith. § Eyepiece position for targets near celestial north is awkward for telescopes on German equatorial mounts. o Field of View: In general, we want to give visitors a view of the entire object. § Large objects requiring a very wide field of view (e.g. M31) should generally be avoided on telescopes such as the 22” Cass or 22” Dob.
How far down the priority list one goes will depend on the factors listed above. For instance, observing binaries is perfectly reasonable during brighter Moon phases and at times when a sufficient number of telescopes are deployable to cover all/most of the night’s higher priority objects. However, observing a binary on a dark, clear night when high priority objects go unobserved is neither a wise use of resources nor in line with the Visitors Center’s philosophy of target selection.
We should also strive to select targets that represent a panoply of phenomena. Displaying the richest variety of potential targets possible is a goal of each program. All conditions being equal, an optimal target list would have telescopes pointed at the Moon, a good planet or planets, a galaxy, a planetary nebula, an H2 region associated with star formation, a good open cluster, and a good globular cluster. Once those objects are represented, supplementing with a nice binary or an interesting individual star would be reasonable. Achieving this optimal list will depend on the factors mentioned above and the season.
For the most part, duplicating targets on various telescopes should be avoided in order to maximize the number of objects visitors will see. Some exceptions will occur, such as viewing the Moon at high and low power when the phase is appropriate or doubling up on high priority targets (e.g. Saturn, Jupiter) when large crowds and sufficient telescope availability warrant. In these cases, duplication can allow visitors longer views, speed things along, and generally make for a better visitor experience. When duplicating views, telescope operators should match aperture and magnification as much as possible. Of course, there are always exceptions to any of the above factors/priorities. Many conditions and circumstances can drastically restrict target selection, telescope availability/deployment, etc., making otherwise non-priority targets reasonable to view. Telescope operators should discuss options with their colleagues to come to a consensus about the best array of possible targets to offer on any given night.
Given that conditions are highly variable and moderately unpredictable, final* target selection is typically handled just before the program begins. With the target selection criteria mentioned above in mind, the program host is responsible for finalizing the observing list after discussion with available telescope operators. While the more experienced staff will likely have some idea of what is likely to be
38 viewed at a given Star Party, program hosts should be sure to consider concerns about potential target challenges and unique observing opportunities. Star Parties work best when targets are chosen with the above criteria in mind and applied intelligently.
* Note that “final” is relative; conditions could change quickly, meaning adjustments in target selection may become necessary. Resources All staff is encouraged to supplement their knowledge of astronomy, the Observatory’s history and its telescopes. A rich understanding of these topics will better equip you to provide an informative tour and answer questions from visitors.
A list of Frequently Asked Questions, Tour Stats and Common Inconsistencies is available on the staff website at: http://hercules.as.utexas.edu/FAQ/index.html.
You can also access additional background and technical information about the telescopes online at: http://mcdonaldobservatory.org/research/telescopes or http://www.as.utexas.edu/mcdonald/mcdonald.html.
Information about targets we commonly observe at Star Parties is available in several formats: 1. Laminated information cards are kept in each of the Telescope Park domes. These are stored in three-ring binders and are designed to be removed and taken to the telescope for reference. Each card contains basic data about the target, notable features/facts, a Telrad finder chart, target coordinates and an image of the target. Please be sure to return the cards to the appropriate binder when you are finished using them. 2. Summaries of the information on the laminated cards are available for download from the staff website. These are organized by season and contain information only. A separate summary document is available for information about planets we commonly observe. 3. Telrad finder charts for each of the common Star Party targets are available for download from the staff website.
McDonald Observatory has a YouTube page that features a number of interesting videos about the Observatory, its history, and the science we do here. Visit https://www.youtube.com/user/mcdonaldobservatory to view some of these resources. You are especially encouraged to view the video entitled “McDonald Observatory: Brain Motor.” This is the introductory video we play for visitors before each of our daytime programs, and it contains a lot of useful information.
You may also wish to view the informational videos that play at the GTAG and the 107” public gallery. Please note that some of the information in the gallery videos at the 107” telescope may be somewhat dated.
39 In addition to a wide variety of astronomical resources linked from our staff website, several video courses are available for staff from The Teaching Company. These include programming on general astronomy, dark matter and dark energy, cosmology, and stellar evolution. The DVD’s are stored in the VC office, and some can be streamed to mobile devices.
40 The StarDate Café
This chapter contains information specific the StarDate Café. The following policies and procedures are created to ensure the efficiency of the Café and are supported by the Visitors Center management. If you have questions, please contact the StarDate Café Manager (x644).
Café Counter Access Space behind the counter at the StarDate Café is limited, so please respect that space as the working space of Café employees. Please ask the staff working behind the counter for permission before entering this area.
Additionally, the state health code imposes some restrictions on what untrained staff may access in the area behind the counter.
Ice Many staff members routinely get ice from the bin in the Café. In nearly all cases, it is best to simply ask for a cup of ice. Café staff will generally be able to handle your request, and they are trained to do so in a manner that complies with the health code. If Café staff ask you to get your own ice, you must do the following: • Wash your hands. • Use only the scoop in the bin to remove ice. Using anything other than the ice bin scoop is a potential health code violation as it can lead to cross- contamination. • Scoop the ice into an unused or freshly washed and sanitized cup. Do not scoop from the bin into a used/unclean cup. This is also a health code violation and can lead to cross-contamination.
Coffee Only properly trained Café staff should prepare coffee behind the counter at the Café. Coffee is available at the Café for staff members during regular Café business hours. Staff members wanting coffee outside of Café business hours may prepare their own coffee using the coffee makers located in the “Old VC” kitchen area or the Gift Shop Office.
Food Handling Training All Café employees must take the extensive “DHFS Food Safety” online course as part of their compliance training.
Other staff members who may go behind the counter at the Café occasionally to get ice or perform other minor tasks must take the “Concessions Food Safety” online course, which covers the very basics of working safely around food.
41 Dress Code In addition to the guidelines for all MOVC employees, the Café employee dress code is to comply with the safety and health regulations set forth by the Health Department and OSHA. Specific requirements of these regulations include: • Shoes must have non-slip tread, such as any sport shoe. • Attire should be “business casual,” and clothing should be worn so as not to bare any parts of the body deemed inappropriate. • Sandals are not to be worn at any time while working in the Café.
Hygiene Café employee hygiene is to comply with the standards and regulations set forth by the Health Department. These requirements include: • If an employee’s hair is past the collar, then the employee’s hair should be pinned up, tied back, or placed under a ball cap or hair net. • Fingernails are to be trimmed and kept clean. • Any facial hair should be kept trimmed and presentable. • Body odor should be absent, and employees should not wear excessive amounts of perfume or cologne.
Discounts The Café offers a variety of discounts to various groups. • Senior citizens, family of staff, and active duty military personnel receive a 10% discount on all purchases. • McDonald Observatory employees receive a 25% discount and free coffee or hot tea during their scheduled work hours. • As a “thank you,” volunteer purchases in the café are comped on the date of the volunteer’s shift. Volunteers must identify themselves as such when placing their orders. (This discount does not apply to site volunteers, since they are here for extended periods.)
Cash Register Transactions When operating the cash registers at the Café, note the following requirements: • All credit card slips should have a clerk’s initials at the top. • When accepting a check, put your initials on the left edge and be sure the check follows the check acceptance policy posted at each register. • All bills higher than $20 must be checked for counterfeit using the “Fraud Fighter” unit.
Café Dining and Patio Areas Café patrons have a choice to sit either inside or outside in our patio area. Both the dining area and the patio are to be kept clean and organized at all times. After patrons have left a table, Café employees are to wipe down the table with a sanitation rag and arrange the chairs in their original positions. The floor around the table is to be spot swept if necessary.
42 Stocking Items All products are to be stocked in accordance with Restaurant Industry Standards First in First Out (FIFO). When new items arrive, the new items are to be placed under or behind existing items. Example Coca-Cola has just delivered products that were ordered. Our existing stock is already on pallets in storage. The employees are to remove the existing stock off the pallet and place it to the side. The new stock is to be placed on the pallet where the existing stock once was. The existing stock is then placed on top of the new stock.
This method is to be repeated for all Café products.
Trash During our busier seasons, the Café can have as many as 400 (or more!) patrons. The trash receptacles will get full from time to time. All trash receptacles must be monitored and trash taken out when full during hours of operation. Be sure to replace the liners with clean trash bags.
Washing Dishes Café employees are to wash dishes in accordance with the standards and guidelines set forth by the Health Department. These standards stipulate the following: • The right sink is to be used to rinse dishes. • The middle sink is to be filled with soap water and is used to wash dishes. • The left sink is to be filled with sanitation water and is used to sanitize the washed dishes. Sanitation water must be 50 to 100 parts-per-million bleach and tested. To set up sanitation water: 1) Fill the left sink half way. 2) Put one capful of bleach in the water. 3) Use test strips to match the color code for 50- 100 ppm.
Storage Room The storage room, located in the projector room, is where we stow inventory for the Café such as drinks, and canned and dry foods. The shelves and floors in the storage room are to be kept clean and organized at all times.
StarDate Café Standard Operating Procedures & Policies Complete procedures for important Café tasks are provided in the “StarDate Café Standard Operating Procedures and Policies” (SOP&P) document, located on the shelf above the Café computer. Below are brief descriptions of key procedures that are listed in the SOP&P document.
Opening the Café Prior to opening for business, staff must complete a number of important tasks to prepare the Café for patrons. These tasks include preparing the cash register, turning on cooking appliances and lights, setting up food/condiment displays, and
43 ensuring the Café is clean and organized. Café staff should be certain to check the day’s schedule for programs that may require Café services and special requests. Full opening procedures are detailed in the SOP&P document.
Refunds From time to time, patrons will require a refund for various reasons. There are a few specific steps that must be taken in order to correctly process the refund. Instructions for processing refunds can be found in the SOP&P document.
Closing the Café At the close of business (or between shifts on days when the Café is open twice during the same day), staff must complete a number of important tasks. These tasks include closing the register, balancing the cash drawer, turning off cooking appliances and lights, securing exterior doors, cleaning up, and stowing food products. Full closing procedures for the Café and a worksheet to help with counting the cash drawer are provided in the SOP&P document.
44 Information Desk
The Information Desk is the first point of contact for most of our visitors. In addition to general customer service, staff members working at the Information Desk perform a wide variety of important tasks that help keep the Visitors Center running smoothly. This chapter contains information specific to operations at the Information Desk. If you have questions pertaining to information in this chapter, please contact the Retail Manager (x160).
Information Desk Access Space behind the Information Desk is limited, so please respect this area as the working space of the Information Desk staff. Unless performing tasks directly related to the work of the Information Desk (e.g. ticket distribution, reservation work, etc.), please avoid congregating in this area. Please also ask Information Desk staff for permission before accessing the computer.
Opening the Visitors Center Information Desk staff are typically among the first to arrive at the Visitors Center in the morning, so the Information Desk attendant is usually tasked with opening the building and preparing for visitors. The Information Desk attendant should arrive at the Visitors Center by 9:30 a.m. in order to have sufficient time to open the building. The Visitors Center opens to the public at 10 a.m. each day.
When arriving first thing in the morning, enter through the staff entrance at the side of the building. Then, turn on the lights throughout the building.
Complete instructions for opening the Visitors Center are located in the binder stored in the right-hand cabinet of the Information Desk. Consult these instructions as necessary when opening the building. Below is a summary of the tasks involved in opening the Visitors Center.
Opening the Exhibit Hall Instructions for opening the Exhibit Hall are located in the binder at the Information Desk, as well as on the clipboard at Info, and in the Exhibit Repair room. Note the following when opening the Exhibit Hall: • The main power switch for the Exhibit Hall is located behind the door in the Exhibit Repair room. This switch must be thrown before attempting to power up any of the exhibits. • Remote controls for the displays in the Exhibit Hall are kept at the Information Desk. • Check the exhibits a few minutes after starting them up to be sure they are working properly. Report any problems with exhibits to Kevin Mace. • Instructions for powering up the Heliostat are posted on the Heliostat computer in the Exhibit Repair room.
45 Opening Up the Theater At the start of each day, the Information Desk attendant powers up the A/V rack in the projection room, turns on the lights in the theater, and prepares the theater computer to display the Introductory Video. The video needs to be ready to play by 10:30 a.m. Instructions for powering up the theater equipment are located in the binder at the Information Desk.
Powering Up the Video Kiosk The video kiosk plays a repeating Keynote presentation that provides information on Visitors Center programs and amenities. Instructions for powering up the video kiosk are located in the binder at the Information Desk and inside the kiosk door. The key to open the kiosk door is located at the Information Desk.
Café and Restrooms Café staff will handle most of the tasks involved in opening the Café for regular business. Because the Café typically opens sometime after the Visitors Center, there are a couple of minor tasks the Information Desk attendant should perform: • Open the Café window shades. • Turn on the lights in the restrooms.
Opening the Information Desk The attendant must prepare the Information Desk for business prior to opening the front doors for visitors. Full opening procedures are located in the binder at the Information Desk. Basic tasks required to open the Information Desk include: • Retrieve the cash drawer and prepare the cash register for business. • Print and post the day’s weather forecast. • Print the day’s reservation lists. • Prepare tickets and shuttle passes for the day’s programs. • Check with Programs staff about scheduled programs and special events.
Closing the Visitors Center At the close of business, Information Desk staff must close and secure the Visitors Center. Full instructions for closing the Visitors Center are located in the binder at the Information Desk.
Closing tasks include the following: • Shut down the Heliostat. This should generally be done by 5 p.m. each day. Instructions are posted on the Heliostat computer in Exhibit Repair. • When the Café is not staffed, close the shades, turn off all lights, and stow snacks, creamers, and sugars. • Shut down the Theater, Video Kiosk, and Exhibit Hall. • Check for and dispose of trash on the floor. • Lock and check all exterior doors. • Turn off all interior lights. • Shut down cash registers and Information Desk computers.
46 • Balance the cash drawer. • Exit via the employee entrance on the side of the building, and sign out on the clipboard next to the door if you are the last to leave.
Cleaning & Organization Because the Information Desk is the first thing many visitors see when they arrive, it must be kept in an organized and presentable state. In general, it is important to store everything in its correct location, and leave the desk as clean and orderly as possible. At the end of each day, try to make sure everything is ready for the following day’s programs. The Information Desk attendant should also monitor the state of the restrooms, sweeping as necessary and keeping toilet paper stocked.
The Information Desk attendant typically cleans the Information Desk on Mondays, taking care to address the following: • Clean all surfaces, monitors and keyboards. • Remove spider webs from the Heliostat light baffle. • Sweep the area behind and around the Information Desk. • Make sure there are enough handouts, tickets, and brochures for the coming week.
47 The Gift Shop
The Gift Shop at the Visitors Center is a popular attraction for visitors and locals alike. This chapter contains information specific to operations in the Gift Shop. If you have questions pertaining to information in this chapter, please contact the Retail Manager (x160).
Opening the Gift Shop Full opening procedures for the Gift Shop are located in the binder behind the Gift Shop Counter. Consult these instructions as necessary when opening the Gift Shop for business. Basic tasks involved in opening the Gift Shop each morning include: • Turn on lights and open blinds. • Retrieve the cash drawer from the safe and prepare the cash register for business. • Turn on the bill checker.
Closing the Gift Shop At the end of each business day, the following tasks must be completed to close and secure the Gift Shop. Full closing procedures are located in the binder behind the Gift Shop counter. • Close out the cash register and count the cash drawer. • Post till and settle credit cards. This must be done by midnight daily. • Run the end of day reports and place them in Carol’s basket. • Vacuum. • Turn off the bill checker, computer monitors, etc. • Close the blinds and turn off the lights.
48