Registration Line Control
Line Control Basics
Registration line control is a little more involved than line control elsewhere in the con, although most of the basics are the same.
- People still can't block doors
- Lines should still be inside the tape lines
If there is a long line, we need at least two line control people:
- Person 1: Greet people, help people find the right line, manage the ends/middle of the lines.
- Person 2: Send people to the right computers, manage the fronts of the lines.
With short lines, one person can manage all of the lines, but with any sort of volume we really need two people. Considering some years we've had no line control whatsoever, even one person is better than none. If we only have one person, that person should prioritize front-of-line duties.
Greet people and send to the right line.
This is a customer service position. You need to be able to smile and make eye contact as you greet people. "Hi, how are you today?" Let them answer before asking: "Are you paid, unpaid, guest, or VIP?" and direct them to the right line. Feel free to do light "customer servicey" chat as long as you can keep up with the influx of people.
Line Management
Keep an eye on the line. Are people inside the line? If people are outside the lines, politely ask people to stay within the tape lines. We don't care if friends group together, as long as they're inside the line. If a friend is hanging out with their friends who are in line, and they aren't actually in the line, ask them to stand in line with their friends.
Pulling people out of line
- Is there a mother with a fussy child? Get them to the special line! No one wants to listen to the child fuss, the child doesn't want to be there, and the mother doesn't either.
- Is there someone who is having trouble walking/standing in line, is relying on a cane, or is in a wheelchair? Get them to the special line!
Sending people to the right computers
Watch for open computers and send people to them as soon as the previous guest is finishing up / leaving. The goal is to have the next customer in place within moments of the last one walking away. Some computers prioritize certain lines and the line control person needs to be aware of that. Coordinate with the registration people so that you're both on the same page. Reg people can and will call people to their computer if the line control is nonexistent. It is easier for all involved if a line control person handles it, though. See "Priority Line Control" for how the lines should be prioritized.
Know some basic policies
You will need to be able to answers some basic questions for the people in line. These are the most popular.
- Only the leader of a group can pick up the group's badges and they will get them all at once
- Cash only (Learn the location of the closest ATM)
- Children 12 and under are free but can NOT get into the con without a chaperone
- Reg needs ID. State ID is preferred. Military ID, student ID, or passport is OK. Infinite campus is not an ID.
No ID, possible service?
Do not send anyone away for any reason. That is not your call or responsibility. Even if they don't have an ID, it needs to be escalated to a registration manager.
Escalation
Remember: Your job is line control, not handling problems. If a person has a problem, get a registration manager involved.
Special Line
The top priority line is the special line. If there's anyone in that line, the line control person needs to know why. Are they a guest? Are they a VIP? Are they special in some other way? If they have a good reason to be in that line, they will go to the next available computer.
- Guests
- VIPs
- If there is a parent with a fussy child, no one wants them in line - move them to the special line.
- Anyone having trouble standing in line for the time required.
- Other special cases authorized by a con chair, HR, or certain department heads.
Priority Line Control
Any computer can handle any status (special/paid/unpaid).
Priority of the Lines
- Special
- Paid
- Unpaid
One Computer Open
- Unless the special line has an actual line (3+), the special line is always next.
- If the special line has a line of more than 3 people, alternate between special, paid, and unpaid. I recommend a pattern of 1 special, 1 paid, 1 special, 1 unpaid. (EXCEPTION - if there is a convention guest in the special line, then we MUST push them through as fast as possible. Do not alternate until the guest is through.) Make sure registration knows that there is a special line - an admin may be called to help push through the special line.
- Alternate paid and unpaid. The paid line has priority over unpaid people. I recommend a pattern of paid, paid, unpaid.
Two Computers Open
- Special always goes to the next available computer unless there are more than 5 people in the special line (RARE).
- If there are more than 5 people in the special line, the computer closest to the special line will be dedicated to the special line until that line is empty.
- Once special line is empty, one computer goes to paid, one computer goes to unpaid, until the paid line is empty.
Three+ Computers Open
- The special line always goes to the next available computer until the special line is empty.
- A larger portion of computers should be dedicated to the paid line, and a smaller portion to unpaid until the paid line is empty. (For example: 3 computers, 2 to paid, 2 to unpaid; 4 computers, 3 to paid, 1 to unpaid; 5 computers, 3 to paid, 2 to unpaid; 6 computers, 4 to paid, 2 to unpaid, etc.). You can and should use the chalkboard cash box boxes to label what that computer should be dedicated to (FYI: these do not erase very well - they need to be cleaned with water and a rag to relabel).
| Open Computers | Special | Paid | Unpaid |
|---|---|---|---|
| 1 <=3ppl in Special | 1 - Always take special first then alternate | .5 Alternate Paid and Unpaid | .5 Alternate Paid and Unpaid |
| 1 >3ppl in Special | .5 Alternate Special, Paid, Special, Unpaid | .25 Alternate Special, Paid, Special, Unpaid | .25 Alternate Special, Paid, Special, Unpaid |
| 2, <=5ppl in Special | Next Available | 1 | 1 |
| 2 >5ppl in Special | 1 | .5 Alternate Paid and Unpaid | .5 Alternate Paid and Unpaid |
| 3 | Next Available | 2 | 1 |
| 4 | Next Available | 3 | 1 |
| 5 | Next Available | 3 | 2 |
| 6 | Next Available | 4 | 2 |
| 7 | Next Available | 4 | 3 |
| 8 | Next Available | 5 | 3 |
| 9 | Next Available | 5 | 4 |
| 10 | Next Available | 6 | 4 |
| 11 | Next Available | 6 | 5 |
| 12 | Next Available | 7 | 5 |
Remember, if there is no special line, all computers handle paid and unpaid. If there is no special or paid lines, all computers handle unpaid.
The special line is usually short. However, if the special line becomes long, feel free to modify the assignments so that there is one or more dedicated computers to the special line.