Camille Eves is the coordinator who manages the gift shop on a daily basis. Volunteers will interact most with her as she supports them, prices merchandise, reconciles cash, and handles any issues. Volunteers are always scheduled to work in pairs for breaks, better customer service, and theft deterrence. All profits from the gift shop go towards supporting healthcare at Hotel Dieu Hospital.

1. Gift Shop Manual
for Volunteers

2. Located in the main lobby of Hotel Dieu the gift shop ~ Brock Boutique ~ is
operated by Volunteer Services to HDH Site of KHSC (the HDH auxiliary).
Volunteer Services to HDH Site of KHSC (VS to HDH) pays a
Coordinator to manage the gift shop on a day to day basis and she
is the person you will interact with the most in this volunteer role.
Her name is Camille Eves and she will be in the shop daily to
support you, display and price merchandise, reconcile cash and
sales, inventory supplies, approve any discounts, deal with any
concerns that arise, assist customers and more.
VS to HDH also operates the Cafe in the main lobby and a Snack Cart.
These businesses are managed by Eugene Littlejohn, who is also Camille’s
manager.
Both Eugene and Camille report directly to the Board of Directors of VS to HDH.

3. Joanne Bombard (left) and Carol Hazell (right) are the Vice-President and
President of Volunteer Services to HDH SIte of KHSC

4. Camille is always just a phone call away and her extension is posted in the gift
shop. The shop is her priority and she wants to help you so please don’t ever
hesitate to call her.
Volunteers are always scheduled
to work in pairs in the gift shop.
This is to allow you breaks but also
assists with better service to
customers, a back-up for questions,
and as a deterrent to theft.
All profits from the Brock Boutique
go to support health care at Hotel Dieu.

5. These are just some of the many ways VS
to HDH contributes to patient care through
your efforts.
-Purchasing equipment such as recovery beds,
specialized fridges to store medicine, exercise
equipment for the Child Development Centre.
-Supporting capital campaigns including the
new waiting area for patients on JM4, and
moving the ENT department into the main
hospital.
-Purchasing smocks for volunteers, providing
recognition, and reimbursing volunteers for
parking while on shift.
Thank you!

6. Prior to starting in the gift shop you will be provided
with a comprehensive position description.
You will also be scheduled for several training shifts with an experienced
Boutique volunteer. They will ensure you feel confident with your duties, and
remember, you will always be paired with another volunteer.

7. The qualities we look for in gift shop volunteers are:

8. 9:00 a.m. shift
★ Sign in and ask Security #834142 to open the gift shop
Turn on light and close gate behind you
★ Count float and prepare the cash register
★ Sign on the debit machine (see next slide - log on instructions)
Take time to familiarize yourself with any new items in the shop
★ Turn on all lights and display lights, unwrap licorice, and open gates
Wheel any outside shop merchandise (clothing racks) to lobby area
★ Replenish tissue paper; bubble wrap; bags and boxes; chocolate bars;
chips if needed.
Some of the duties you will be taught in your training
shifts are:

9. “VERY IMPORTANT” At the end of the morning
shift, leave cash in register for afternoon shift and
please make sure they have ample change for the
beginning of their shift.
Pass on any pertinent information the afternoon
staff might need to know.
Sign out.

10. Logging onto the debit machine
1. Press the admin key 2 times then press
02 and the enter key.
2. Swipe your pos admin card.
3. The READY screen appears within 60
seconds.

11. Debit machine closing procedure
1. Press the admin key 2 times, then press 99 and the enter key.
1. When asked to “CLOSE BATCH”, select yes by pressing F1 and funds are
automatically deposited to your account.

12. How to print debit machine record of transactions
1. Press the admin key 2 times, then press 60 and the enter key.
2. Swipe pos admin card. The print DATE or BATCH prompt will appear, choose
BATCH by pressing F2.
3. Key in BATCH # FROM “Close batch” tape and press enter key. The
message “print totals only” will appear, select “NO” by pressing F2
This will give you a current list of all transactions that have taken place since
the last report. If they do not balance, call the moneris hotline.
Screen will return to READY after this done printing.

13. Credit Cards
We accept Visa, Mastercard and Debit cards.
These sales are rung through as normal, then
subtotaled. We do not offer ‘cash back’.
Refund Procedure
Refunds will gladly be done within 10 working days of purchase by store manager only.
Refunds done only when accompanied by original store receipt(s).
We are unable to credit debit cards. If the original sale was by debit card we provide
cash refunds only.
REFUNDS of credit card transactions:
★ Press admin key 2 times, then enter code 101 (Refund)
★ Follow the instructions on the screen. If original receipt number is unknown, please enter
0000 for the authorization number.

14. Cheques
Personal cheques are accepted from HDH staff members
only.
Lay-Aways
We do not hold merchandise for customers.

15. Volunteer Etiquette
1. Smile and greet customers the way you would expect to
be greeted as they enter the shop.
2. Please remain standing while customers are in the shop.
3. Approach customers and ask if they need assistance.
4. Refrain from eating or chewing gum in gift shop while on duty and all beverages
should be in spill proof containers.
5. Refrain from personal conversations and reading while customers are present.
6. Never make a customer to wait for your assistance if doing something that can
wait. Our priority is always serving customers and making their visit so positive
they will want to repeat it!
7. Volunteers are never to ring in their own purchases. Your purchases must
always be processed by your partner or Camille.

16. Volunteer Etiquette
7. No personal phone calls while on duty unless it is an emergency.
Cell phones should be turned off or placed on vibrate during your
shift. If you must take a call ask your partner or Camille to cover
while you leave the shop area.
8. Please keep the gift shop neat and tidy.
9. Never give out staff or volunteers names or telephone numbers. Take a message
and give it to the coordinator or convener.
10.Always end the customers visit with a parting acknowledgement. “Have a nice
day” “Please come again” etc.
11.Each volunteer is asked to be punctual for their shifts, follow the dress code for
volunteers, and always wear their identification badge.

17. 4:00 p.m. closing procedure (Usually completed by Camille)
● IMPORTANT: Please make sure you fill chocolate bars; chips; bags; boxes and tissue if
needed during the afternoon shift so the morning shift comes into a well prepared store.
● Prepare float for next day at about 3:00 p.m. (see float total inside cash box)
● Bring outside merchandise from lobby area into shop at 3:55 p.m.
● Wrap up open licorice.
● Close gates at 4:00 p.m.
● Do closing procedures to debit machine (see debit machine log off procedures)
● Do cash register “Z” report.
● Count cash (excluding quarters, dimes and nickels).
● Add cash and debit totals. Compare to printed reports. (“Z” report and debit machine
report total)
● Fill out cash deposit slip.

18. Closing procedure con’t
● Put cash; and white deposit slip in deposit bag and seal. Fill in appropriate information;
HDH Gift Shop; date; Account# and signature.
● Attach printed reports and debit transaction slips to yellow copy of deposit slip and place in
basket.
● In the log book record the financial totals and initial.
● Place loose change in bags provided in cash box; turn off register, lock
cash box and put it back in the cupboard.
● Call security @#834142 to lock the gate; turn out all lights; including displays.
● Put deposit bag into green lock bag located in Brock view café. Café staff can assist you.
● Sign out

19. What to do if there is a debit or credit card issue?
If you cannot resolve the issue yourself contact Camille.
If you cannot reach Camille call the Café manager (Eugene) at ext 2146.
If he is unavailable, contact Moneris by dialing 1.866.319.7450. You will be asked for your
Merchant # which is posted right beside the Moneris machine. They will walk you through the
transaction.
What to do if the register is out of tape or not working?
If you cannot resolve the issue yourself contact Camille.
If you cannot reach Camille call the Café manager (Eugene) at ext 2146.
If he is unavailable ask a member of the Café staff for assistance. They are all trained to
change the register rolls.
If you need a refresher or forget how this is done, please ask Camille or the Convenor to show
you.

20. Shoplifter/ Suspicious Customer Procedure
1. Push the duress button as soon as you become suspicious or concerned with anyone’s
behaviour in the shop
2. Do not ever engage the person in a confrontational manner
3. Your personal safety is the #1 concern (not protecting products)
4. Let the person leave if they so choose before security arrives
5. Point security in the right direction when they arrive (who to look for, what way to go)
6. Document the time the theft occurred and call Camille at x3014 (Eugene in her absence at
x2146) to report the incident immediately
Prevention is the key. Please be visible, watchful and offer assistance to all customers to
reduce the opportunity. Be aware that shoplifters sometimes work in pairs; one will try to
distract you while the other person does the shoplifting.
These procedures are posted in the Boutique

21. Volunteer Response to Feeling Threatened
1. Dial 4444 & say Code White Brock Boutique
2. If you feel you cannot use the phone push the duress button
3. Try to ensure you have a route to leave the shop. If you can leave, do so. Your personal
safety is the #1 concern (not protecting products)
4. If you feel you need to, you can also call the Police to respond (911)
5. Once your safety is assured call Camille at x3014 (Eugene in her absence at x2146) to
report the incident
We urge you to be aware and use caution when dealing with this type of situation and if you have any
questions or concerns please speak with Camille, Lynda or Anne.
Please do not try to stop a shoplifter or deal with an escalating situation. Call Security. They are
close by and are here to keep us all safe.
These procedures are posted in the Boutique

22. Thank You!
Your time provides a great customer experience and helps everyone
receive excellent health care at Hotel Dieu Hospital.