USHER MANUAL. ABOUT THE DEBARTOLO PERFORMING ARTS CENTER Information about the center

Transcription

1 USHER MANUAL Ushers are required to adhere to the policies and procedures outlined in this manual at all times unless otherwise instructed by house management. Information in this manual should be read before the start of each season and referred to as needed so a consistent, professional, and uniform set of expectations and procedures are followed. A common sense application of the principles contained in this manual will ensure that both you and our patrons have the best possible experience. You will find the following information in the manual: ABOUT THE DEBARTOLO PERFORMING ARTS CENTER Information about the center GUEST SERVICES DEPARTMENT INFORMATION Contact information you may need PERFORMING ARTS CENTER INFORMATION Center hours and staff HOUSE POLICIES The rules that both patrons and ushers must follow PATRON SERVICES Services provided at the center USHER EXPECTATIONS What we expect from our ushers USHERS ON THE JOB Describes usher positions and performance protocol USHER TECHNOLOGY Radio use, Scanners, MyVolunteerPage.com EMERGENCY PROCEDURES How to respond in the event of an emergency FREQUENTLY ASKED QUESTIONS Information to help you answer patron questions STUDENT USHERS Student scheduling, Mandatory Dates, Finding a Sub, and Ultra Time USHER AGREEMENT Please fill out, sign, and return [1] Version 14.6

2 GUEST SERVICES DEPARTMENT INFORMATION Contact Information Phone: Website: pacusher.wordpress.com Department Staff Sean Martin Engagement Program Manager Ashley Bennett House Manager Megan Mancini House Manager Office Hours The Guest Services Department has an open door policy; however, office hours vary. Please contact the Guest Services department by ing to schedule an appointment. Usher Hotline Use this number ( ) if you are unable to fulfill your shift due to an emergency or will be late. The House Manager on Duty will check hotline messages prior to briefing an event. [2] Version 14.6

3 PERFORMING ARTS CENTER INFORMATION Important Center Information DeBartolo Performing Arts Center 100 Performing Arts Center Notre Dame, IN Website: Main Office: Main Office Hours: Mon Fri, 9:00 AM 5:00PM Ticket Office: Ticket Office Hours: Mon Fri, 12:00 PM 6:00PM; 1 hour prior to performances Docent Hours: Mon Fri, 12:00 PM 2:00 PM; tours outside of these hours are available by appointment DeBartolo Performing Arts Center Executive Staff Anna Thompson Executive Director Ted Barron Senior Associate Director For more information on the DeBartolo Performing Arts Center, please visit: Performing Arts Center s website Like us on Facebook Follow us on [3] Version 14.6

4 ABOUT THE DEBARTOLO PERFORMING ARTS CENTER About the DeBartolo Performing Arts Center The official name of the center is the Marie P. DeBartolo Center for the Performing Arts. At the center's opening, the campus community started to refer to the center as "DPAC." You may hear members of the campus community still refer to the building as "DPAC," but we ask that you say "the center" or "DeBartolo Performing Arts Center" when you are not using the official name of the building. The center strives to be a premier university presenter advancing the depth of discourse and wealth of cultural expression in which lies the transformative power of the arts. With the support of Edward J. DeBartolo and under the direction of President Edward Malloy and Provost Nathan Hatch, the center opened in September Hardy, Holzman, Pfeiffer and Associates were architects for the project. The center is a vital and versatile performing arts complex with activities that have quickly become grounded in challenging works in dance, film, music and theatre. Artistic works are commissioned on themes as diverse as creation and genocide. Faculty resources offer expert commentary and analysis for audiences at the Presenting Series pre performance talks. Our engagement program (including workshops, lectures, and demonstrations) offers enlightenment to patrons by further developing the arts aesthetic at the individual and collective level. The center serves tens of thousands of patrons, more than 11,000 students, and several community groups, thanks to our volunteers, student employees, administrators and countless artists and supporters. Mission Statement The DeBartolo Performing Arts Center facilitates learning reflective of the University of Notre Dame s distinctive liberal arts tradition through the informed exploration of universal truths and beauty. We serve to encourage and celebrate the human spirit through the performing and cinematic arts, which connect, stimulate, and enrich our communities. Audience and Supporters The center is one of the area s largest performing arts organizations serving more than 100,000 university and community patrons. The center hosts events in support of the academy through the Presenting Series, cinema screenings, The Met Live in HD broadcasts, outreach/education/residency initiatives, resident user programming, and internal and external clients. The center s operating budget comes from earned income (ticket sales, concessions, rental fees, etc.), with the remainder supported by university allocations, endowment draws, development monies, and grants such as the National Endowment for the Arts. The center is under the direction of the Office of the Provost, the Office of the President, and the University of Notre Dame Board of Trustees. Several business, community and arts supporters, and leaders serve on the Performing Arts Advisory Council. The center has university and community arts partnerships with such groups as the First Year Studies, Center for Ethics and Culture, South Bend Symphony Orchestra, the Fischoff National Chamber Music Association, and Southold Dance Theatre. [4] Version 14.6

5 Venues and Facilities The center is the southernmost building on campus and displays traditional collegiate gothic architecture. Inside, sweeping curves provide a sense of performance, wit, and contemporary sophistication. The center includes five unique performance spaces including the Judd and Mary Lou Leighton Concert Hall, a 900 seat concert hall, and the 350 seat Patricia George Decio Mainstage Theatre. Other performance venues include the 200 seat THX Michael Browning Family Cinema, the Regis Philbin Studio Theater, a 100 seat experimental black box theatre, and the 80 seat Chris and Anne Reyes Organ and Choral Hall. In addition to performance spaces, the center houses the entire Film, Television, and Theatre (FTT) Department, some Music Department faculty offices, and the center s administrative offices and executive suite. The 150,000 square foot building also includes a scene shop, the Penote Performers Assembly rehearsal hall, the Founders Room that is used for special events, and two concession areas. The lower level consists of classrooms, film editing bays, a recording studio, costume shop, dressing rooms, rehearsal studio, and set design rooms. The center is fully compliant with the Americans with Disabilities Act, known as ADA, and committed to providing accessibility to all patrons. Fun Facts about the Center Total cost of building $64 million 150,000 square foot building Crews broke ground in 2001 and the center opened to the public in September 2004 Most wood is cherry stained maple Sits on 7 different foundations to provide acoustic isolation in all venues 5 performance venues Regis Philbin Studio Theatre Interchangeably called an experimental, black box, or studio theatre Has no fixed seats or stage Total flexibility in set and lighting design Patricia George Decio Mainstage Theatre 25 feet of wing space on either side of the stage 50 line set counterweight fly system (for flying props, lights, actors, etc.) A proscenium arch creates a window where the play is performed [5] Version 14.6

6 Judd and Mary Lou Leighton Concert Hall Most acoustically versatile venue in the center Fiberglass canopy above stage moves as one unit or as six separate units to affect the acoustics Roof is one foot thick corrugated concrete Michael Browning Family Cinema Digital cinema equipment upgrade in 2013 Houses two 35mm projectors, a 16mm projector, and a digital projector Used as a classroom during the week A THX Cinema most rigorous sound system available enhances crispness and quality of sound Chris and Anne Reyes Organ and Choral Hall Fritts Organ: $1,000,000 handcrafted organ built by Paul Fritts in Tacoma, WA, designed in the 17 th century, northern Germanic style. Organ is made of 800 year old Douglas fir from British Columbia and can be pumped manually or electronically. Italian Organ: located in the rear balcony, this Italian Positive organ was built in the late 1600's by an unknown builder in the region of Naples, Italy. After being in storage for decades, it was in need of major restoration work. Most of the organ is original, tuned in an old tuning system called meantone tuning, which was Europe s most successful tuning system of the late 15 th century and used widely through the 18 th century. Sound lingers for up to 4.5 seconds unparallel walls help create this long decay time In addition to the five main venues, there are a number of other spaces we use for performances and events, namely, the Penote Performers Assembly and our terrace near the Irish Green. Additional venue information is available in the Building Information section of the usher manual. [6] Version 14.6

7 HOUSE POLICIES Aisles Must Remain Clear At All Times Aisle ways must remain clear of items such as wheelchairs, crutches, strollers, baby carriers, bags, scooters, etc. Not only is this a safety precaution, it allows guests to move about the venues as easily as possible. Backstage and On Stage Entry Patrons are not allowed onstage or backstage at any time. At times, an usher will be stationed in a security position to reinforce this rule. Backstage and other restricted areas are limited to persons and staff with designated backstage passes or direct authorization. Rarely, there will be post performance receptions and selected guests will need directions to restricted areas. The house manager will give you further information during the performance briefing. Cameras, Cell Phones, and Recording Devices Flash photography is strictly prohibited. Photography (without flash), videography and recording are permitted for certain performances, with artist approval, as long as it is not distracting to other patrons. The house manager will give you further information during the performance briefing. Cell phones and other electronic or light emitting devices should be inaudible and properly stowed. Children The center is committed to providing cultural experiences for audience members of all ages, although some performances and films may not be suitable for very young children. Every child, regardless of age and even if lap sitting, must have a ticket. Children under 5 years of age are not admitted to certain Presenting Series performances out of respect for other audience members and the artists. All ages are encouraged to attend performances noted as family friendly and/or family programming. For films presented in the cinema, MPAA film ratings, when available, can guide parent(s) or guardians in determining content appropriateness for children. MPAA film rating rules are observed by center staff. [7] Version 14.6

8 Food and Beverages No food or beverage, with the exception of bottled water, is permitted in any venue except the cinema. Guests are welcome to eat and drink in the lobby. Late Seating While late arriving patrons may be denied entry, we make every effort to seat latecomers unless the artist requests otherwise. Televisions or monitors are generally available for performance viewing while waiting to be seated. Timing of late seating varies. Ushers should familiarize themselves with late seating holds and be prepared to help direct patrons to seats in the back of the house or assigned seats, when appropriate. Patrons seated in late seating holds are encouraged to take their originally ticketed seats at intermission. Re entry policies vary per performance. The house manager will give you further information during the performance briefing. Lost and Found Lost and found items should be turned into the ticket office, if open. If not, give items to the house manager on duty. Patrons should contact the ticket office about the possible recovery of lost items. The center is not responsible for lost or stolen items. No Smoking Smoking is prohibited in all University of Notre Dame buildings as well as within 25 feet of all buildings and stadiums, and in all vehicles owned, leased, or operated by the University. Parking Eddy Street Commons houses a parking garage with free parking for the first hour. A short walking distance from the center, it is in the neighborhood of food, drinks, and shopping. Two complimentary, but gated lots, directly northwest or northeast of the center are open daily after 5:00 PM and on weekends. Complimentary ADA parking is located at the northeast corner of the center. Press and Media All press and media issues should be referred to house management. [8] Version 14.6

9 PATRON SERVICES American Sign Language (ASL) Interpreters ASL interpreters are provided for select performances. Patrons requesting ASL seating arrangements should contact the ticket office prior to the performance or event. Automated Teller Machine (ATM) An ATM is available across from the elevator on the west wing of the main level. Assistive Listening Devices (ALDs) ALDs are available at no charge. If a patron requests an ALD, contact the Student House Manager or House Manager for assistance. Concessions Main level concessions are open prior to and during intermission for most performances and select special events. Upper level concessions are open prior to film screenings and remain open 30 minutes after the start of each screening. For National Theatre Live and Met Opera screenings, concessions will remain open throughout intermission times; however, popcorn consumption during the Met Opera is discouraged. Coat Check Complimentary coat check, located on the main level, is available during the late fall, winter, and early spring months as well as select special events. Elevators Elevators are located on the main level, in the west wing. The east (left) elevator stops at all five levels: Lower Level (L), Main Level (M), Main Mezzanine (MM), Upper Level (U) and Upper Mezzanine (UM). Patrons exit the rear elevator doors when accessing Main Mezzanine or Upper Mezzanine levels. The west (right) elevator only accesses the Lower, Main, and Upper levels. Restrooms Men s restrooms are located in the west wing on the main and upper levels. Women s restrooms are located in the east wing on the main and upper levels. [9] Version 14.6

10 Telephones Intra campus phones are located in the north entrance vestibule and upper level, west wing. Administrative offices are reached by dialing 1+ four digit number. Information regarding how to reach emergency personnel is listed on all intra campus phones. If a patron needs assistance making a local phone call, direct the patron to the Ticket Office. Ticket Office The Ticket Office is located on the main level, near the north entrance. See Frequently Asked Questions for hours and more information about the Ticket Office. Water Fountains Water fountains are located on the main level, in the east and west wing. An upper level water fountain is located in the east wing. Wheelchair A wheelchair is available for patrons transferring to a fixed seat. Patrons may utilize this wheelchair with permission from house management. [10] Version 14.6

11 USHER EXPECTATIONS Ushers are front line representatives of the center. The Guest Services department considers the safety and satisfaction of our patrons and artists to be our first responsibility. As such, ushers are expected to hold themselves to the highest standard of conduct and courtesy when interacting with each other and patrons. The following list of items establishes the expectations for all of our usher staff. General expectations include: Attend to patron needs in a friendly and welcoming manner. Act upon patron comments/complaints in a prompt and professional manner. Monitor patron activities to prevent safety problems. Answer patron questions regarding performance details, venues, building amenities, and the center. Read correspondence from the Guest Services Department, including but not limited to, the Weekly Bulletin. Student ushers are expected to check daily and respond within 24 hours. Training expectations include: Attend required orientation sessions. Pass a basic assessment displaying competence and knowledge about the center and usher responsibilities, as needed. Attend/participate in retraining courses or meetings, including online sessions, when required. Volunteer shift expectations include: Volunteer approximately three times a month, averaging 100 hours per year. If a volunteer usher works less than 75 hours in a year, he or she will be asked to step down from staff unless he or she works two (2) shifts during pre designated busy runs throughout the year, including Notre Dame Shakespeare Festival, FTT plays in the Decio, ND Opera, Commencement, AND Kids, etc. Student shift expectations include: Work all assigned shifts or find a replacement. Support the logistical and operational needs of the center (i.e. set ups, moving chairs and equipment, data entry, etc.) Arrive and be available to work as your first priority before the start of the school year and during Senior Week in May (meals and on campus housing provided by the center). [11] Version 14.6

12 Customer Service When assisting patrons, remember you represent the Performing Arts Center and the University of Notre Dame at all times. A good usher should always be Welcoming Proactive Optimistic Enthusiastic Patient Continuous Smiling, professional, and welcoming behavior shows our patrons we re happy to have them here. Anticipating the needs of our patrons before you are asked. Reflecting a positive attitude and a willingness to help patrons. Responding immediately to a patron; Let me see what I can do shows them we care. Keeping your composure to effectively guide the patron to a solution to their problem. Even while the performance or screening is in progress, the usher is still on the job. Grounds for Termination The following is a list of reasons for terminating an usher from the Performing Arts Center, including but not limited to: Poor attitude, performance, or customer service o Since our ushers are a reflection of the center and the university, a poor attitude, performance, or customer service may be grounds for termination. If a patron complains of your service, this may also warrant termination. o Ushers who fail to demonstrate a spirit of continuous improvement may not be a good fit for our program. Alcohol or controlled substance o Alcohol or controlled substances must not be consumed by volunteer or student ushers while on duty and/or on center premises. If an usher is under the influence of alcohol and/or controlled substances while on duty, the usher will be dismissed from staff. Student ushers may be subject to additional disciplinary action. Attendance and Punctuality o Ushers who are tardy without prior notification and continue a pattern of tardiness may be removed from the usher corps. Cell phones, electronic devices, and talking during performances o When entering the building, ushers should turn off cell phones. Talking on a cell phone, texting, frequently accessing a cell phone, or talking to other ushers during a performance is grounds for removal from the volunteer program or dismissal as a student usher. Student house managers may use cell phones for time keeping or house emergencies. Harassment o The University of Notre Dame strives to maintain a community where every individual can live, work, and learn. Discriminatory or sexual harassment is not tolerated. For more information, visit: Non professional behavior o Any behavior deemed unprofessional will not be tolerated. [12] Version 14.6

13 USHERS ON THE JOB Before Ushers Arrive: Verify on MyVolunteerPage.com the correct performance and call time, which is typically one hour prior to the performance start time. Come dressed in the usher uniform which includes the following: o Solid black dress slacks (no jeans, capris, or denim), a solid buttoned white blouse or Oxford shirt with long sleeves, and the center s branded sweater vest provided by the center. o Shoes should be plain black dress shoes (no sneakers, flip flops, sandals, or winter snow boots). We suggest shoes that cover and protect your toes. Wear shoes which you can stand in for at least four hours and do a lot of walking. o An optional name tag, purchased by the usher at the start of each school year. o Ties are optional, and must be appropriate for work. o All clothing must be clean and ironed. o Avoid accessories such as scarves and large jewelry and any fragrances. Upon Arrival: The usher locker room is available for storing personal items such as coats, boots, and keys. Please leave valuables at home. Lockers are available; however, ushers must provide their own lock. All personal items and locks should be removed following a shift. The center is not responsible for lost or stolen items. Start your time clock in the usher locker room. Put on your sweater vest. Use restroom and get a drink (if needed). Consult placements, which tell ushers their position, and be familiar with the performance briefing, which provides helpful information for the performance or event. Listen to the House Manager s briefing which provides performance specifics. After the Briefing, the house manager will inform ushers when they can quietly enter the house. During the Performance: When the house opens, ushers must be at their post and ready. This is not a time to eat, sit, or read. While on duty, ushers should not carry personal property (including handbags, newspapers, books, and laptops) into public spaces of the center unless approved by Guest Services management. Ushers should not consume food or beverages while on the floor. Ushers should refrain from taking food or beverages associated with concessions or receptions unless otherwise noted by house management. Cinema ushers partaking of complimentary popcorn and soda when working a cinema shift should wait until after the 10 minute late seating period. While at your post, the house manager is accessible to provide additional information and answer questions. At the 2 minute call from the house manager, one exterior and interior door is closed to signal to patrons that house is closing. At house closing, all doors should be closed in preparation for the performance. Ushers located in aisles should move to their performance posts, many returning to the back of the house. Ushers should avoid sitting until after the first late seating opportunity. Seat options for ushers are at the discretion of the house manager. [13] Version 14.6

14 Following the Performance: Return to your position in order to answer patron questions or bid patrons farewell. Clear the house at the end of the performance in order to clean up programs, ticket stubs, and general debris. Ushers should report any lost and found items to the house manager immediately. Help organize programs and surveys in the usher locker room before leaving for the night. Return sweater vests to their correct hanger and location. Return radio and headsets to their corresponding docking station. Stop the shift s time clock on the usher locker room computer. General Responsibilities of an Usher: Ushers are ALWAYS on duty when on the floor. If you are in the usher uniform, be prepared to answer questions and assist with any patron needs. An usher s main role is to ensure the safety and satisfaction of patrons. Ushers are responsible for preserving the atmosphere of the performance. Distractions, light or sound emitting devices, safety concerns, emergencies, and dissatisfied patrons should be dealt with promptly. Ushers should act upon patron comments/complaints in a prompt and professional manner. Ushers should be able to answer patron questions regarding the center and its events including logistics (i.e. location of the Ticket Office, restrooms, phones, concessions, coat check, etc.), information about the event, general building facts and history, etc. Ushers must become familiar with the facility and actively participate in all of its emergency procedures. When indicating a location, ushers should gesture, not point. Ushers should contact a house manager with questions, concerns, or issues. [14] Version 14.6

15 USHER POSITIONS: Greeter Positioned inside the center s main doors, approximately 20 feet inside the lobby to allow patrons to enter the doors before you greet them. Ready with a smile and friendly greeting, as it may be a patron s first and lasting impression. As often as possible, greet patrons with the phrase, Welcome to the DeBartolo Performing Arts Center! Direct patrons to the appropriate venue, concessions, Ticket Office, or complimentary coat check. Familiarize yourself with specific venues and corresponding doors. Make sure you know details about upcoming performances or how to get details about upcoming performances in case someone asks you for information. Once the performance begins, be ready to assist with late seating by greeting those who arrive late, and pointing them to the correct venue. Once late seating is complete, the greeter can move inside the venue to assist in keeping a watchful eye on the audience. Return to your position at intermission. Ticket Scanner Positioned at the outer doors of each venue. When getting into position, carefully and slowly open venue doors. Be courteous, greet patrons with a smile, and welcome them. Check the ticket to ensure: o Right Venue? o Right Door of the venue? o Right Performance (date and time)? Ensure that all patrons, including babes in arms, have tickets prior to entering the venue. Scan the ticket. If the ticket will not scan, tear the ticket stub, keep the smaller portion, and give the larger portion back to the patron. Ensure that no food or drink, other than bottled water, enter the venue. (Michael Browning Family Cinema is the only exception) Assist house management with opening and closing outer venue doors, both at house open, curtain, late seating, intermission, and house close. Return to assigned posts at intermission and post performance. Once performance begins, always be ready to catch closing doors so that they do not slam shut. [15] Version 14.6

16 Program Usher Positioned inside each venue door. Direct patrons to seats or to the appropriate staff member for further seating. Distribute and maintain a supply of programs. Prop open the inner venue doors when directed. Ensure that no food or drink other than bottled water enters the venue. Observe the house during performances and events, reporting instances such as flash photography, loud talking, disruptive behavior, etc. Remain standing near the inner doors in order to assist patrons who leave or enter midperformance and prevent doors from causing a disturbance. In case of an emergency, lead patrons safely out of the venue. Open the doors at intermission or the end of the performance when the house lights go up. At the conclusion of the performance, collect program boxes and return them to usher locker room. Inside Usher (Stair, Orchestra, Stage) Guide patrons to the correct seat within the venue. Direct patrons to seats or to the appropriate staff member for further seating. Ensure that no food or drink other than bottled water enters the venue. Observe the house during performances and events, reporting instances such as flash photography, loud talking, disruptive behavior, etc. In case of an emergency, lead patrons safely out of the venue. Remain standing near the inner doors or sitting in the designated locations (assigned by HM) in order to assist patrons If asked, act as a stage monitor before, during, after a performance, ensuring that patrons are not going onstage or backstage. Ushers assigned to this duty should be polite but firm. House management will provide event specific instructions for this post. During intermission and post performance, return to assigned posts to assist patrons. Coat Check Follow the checklist provided to ensure consistency in case a replacement or assistant is needed. Collect, store, and return items dropped off by patrons. Provide patrons with coat check tag, keeping other portion of tag with checked item. Answer patron questions regarding venue facilities and event details. Inform house management of any security, medical, or other problems. Provide additional patron services as required, i.e. wheelchair or Assistive Listening Devices. Keep coat check clean and organized at all times. Restore coat check area at end of shift by organizing docent materials and re organizing and retagging hangers as necessary. [16] Version 14.6

17 Docent Demonstrate general venue and building knowledge. Work a two hour shift, from 12:00 PM 2:00 PM, Monday Friday. Greet, guide, and answer questions posed by visitors. Provide tours on a first come, first serve basis by walking through open venues and relaying key facts. Lock all venue doors and turn off lights upon exiting. Log tours upon signing out of shift. Use Guest Services issued keys. Be familiar with upcoming events and performances. Assist with tasks provided by the Guest Services Department, which may include folding or stuffing upcoming programs. Organize docent materials including Exposition, campus maps, and other publications. [17] Version 14.6

18 Student Snow Removal A seasonal position which students are assigned; however, on the day of the shift will be contacted by a house manager to confirm the shift or be scheduled to usher instead. Dressed in appropriate winter apparel, tasks include shoveling and salting the center s pathways. Student Concessions Student concessions worker will run concessions, both main floor and cinema, for certain performances, screenings, and select special events. Prepare the concessions and keep the area clean and presentable. Manage inventory, sell product, and handle money. Student House Manager Prepare the lobby for performance night by following the provided checklist and any additional needs of the house manager. Coordinate the start of performance and intermission with the Stage Manager. Work with staff and house management to coordinate doors opening and closing, late seating, lobby signals, and patron needs. Work with house management to complete reports as needed. Coordinate locking and unlocking of venue doors. Move in and out of the venues intermittently to check the attendance status of the house. Ensure that the performance will start on time, and that all issues are handled efficiently and effectively under the direction of house management. Bring extra programs to appropriate staff when needed. Straighten the usher locker room, remove placements and briefings from the bulletin board, and ensure that all radios and scanners are properly docked. Complete/facilitate any post performance strike or restoration. Stay until dismissed by the house manager. Student Runner Stationed at the cross section of the main lobby and the restroom wings. Acts as the go to person for most issues in the lobby. Welcome and accommodate the needs of ADA patrons. Assist the House Manager and Student House Manager. Assist coat check staff when needed. Assist with flashing lights to indicate the start of the performance either pre performance or during intermission. Responsible for carrying both light and chairlift keys. [18] Version 14.6

19 Cinema Ushering Cinema screenings are very similar to live performances, but in the absence of a house manager, ushers have a few different expectations: Ushers have a call time of 45 minutes prior to a screening vs. the 60 minutes of a performance. Upon arrival, start your clock in the projectionist s booth inside Door E of the cinema using the ipad provided. Grab an usher locker room key. Because cinema ushers never know whether the locker room is unlocked for other performances downstairs to retrieve sweater vests, this key will gain you access into the locker room.but don t forget to bring it back! Decide the position you will be working with the projectionist on duty. Once the screening has begun and 10 minutes has passed, cinema ushers can obtain their complimentary popcorn and soda. Please make sure one usher is always inside the venue to supervise patrons. Since the scanner emits light and makes noise, they should not be used inside the Browning. Redock scanner since ushers will only tear ticket stubs for the remainder of the screening. Give the stubs to your projectionist following the screening. During a screening, cinema ushers watch for late patrons to tear their ticket stubs, monitor and subdue any unacceptable behavior of patrons, and keep the aisles & back of the venue clear of patrons. (Remember that no one is allowed to sit on the stairs!) While on duty if you need to speak to the projectionist about an issue, please keep conversation to a whisper while a screening is going on because the projectionist s booth is not completely sound proof. Following the screening, all ushers pick up the larger trash items during a sweep of the house. Popcorn spills will typically be cleaned up by housekeeping. Repeat the process of grabbing a locker room key, return your sweater vest to the locker room, and head back to the projectionist s booth to stop your clock. [19] Version 14.6

20 Cinema Usher Positions GREETER: o Positioned inside the center s main doors. o Direct patrons to the appropriate location. o Keep the Ticket Office line from blocking the main entrance. o Remain in position for a minimum of 10 minutes after the screening begins. DOOR E OR F SCANNER: o Positioned at the outer doors. o Check the ticket to ensure that each patron enters the correct venue, door, and performance (date and time). o Scan the ticket. If the ticket will not scan, tear the ticket stub, keep the smaller portion, and give the larger portion back to the patron. o Remain scanning tickets until 10 minutes after the screening begins. o Tear ticket stubs while inside the venue then give stubs to the projectionist on duty following the screening. INSIDE ATTENDANT: o Assist patrons entering the venue. o Encourage patrons to use the handrail on the stairs. o Wait in the back of the venue 10 minutes after the screening has begun then sit in the lowest seats of the cinema in order to be the evacuation usher in the event of an emergency. [20] Version 14.6

21 Game Day Mass Ushers What time will mass begin? o For post game masses, the start time is 30 minutes following the last second of the game. o For pre game masses, a time will be determined by Campus Ministry. Where can ushers park? o For post game masses, ushers should arrive on campus during halftime of the football game, and for this reason require NO PASSES whatsoever for entry. At this time, parking attendants will not be stopping vehicles entering campus. From there, find any open space in the lot northwest of the center or the Stayer lot northeast of the center. If a parking attendant would happen to stop you simply inform them of your role as a volunteer usher for the mass at the DeBartolo Performing Arts Center. o For pre game masses, parking options will be determined and communicated to ushers. How do ushers gain entry into the Performing Arts Center? o Because the building is locked to prevent crowds of people using our facility unattended, the north and south vestibules of the building will be checked at 5:00, 5:30, and 6:00. If it s raining outside please know you CAN always access the vestibule of the center; it s the INNER doors which remain locked. What do ushers wear? o Ushers should wear their uniform. Student ushers may need to stow their uniform prior to game day in the Usher Locker Room. (Swipe access is denied on game days so stowing uniforms at this time isn't recommended.) When ushers arrive early, where should they go? o The Notre Dame game is typically being played inside the Browning Cinema, and ushers are invited to watch until the briefing begins. What is my role during mass? o Ushers will perform their usual roles of greeting and seating patrons. Then during the mass, ushers will continue to help patrons find seats, assist with the offertory baskets, help the Eucharistic Minister find their distribution location, and guide patrons out of rows for Eucharist distribution. Do ushers need to be Catholic? o No, all are welcome and encouraged. If ushers are Extraordinary Ministers of the Holy Communion, please tell a house manager who may use your services during the mass. [21] Version 14.6

22 USHER TECHNOLOGY Radio Use & Etiquette The center uses radio communication to relay issues such as staff on duty, lobby status, house opening and closing, ticketing issues, and emergency situations. Information conveyed on radio is considered confidential. Radio protocol: 1. Select a headset and insert the end into the radio receiver. 2. Turn the radio on by rotating the dial to an appropriate volume. 3. Make sure the radio is on Channel Announce yourself at the beginning of the shift. If you are assigned to coordinate house open and close, announce yourself to the stage manager. 5. Be brief. 6. Begin communications by stating [Your name] to [the name of the person you are speaking to] and then your message. 7. Acknowledge you have been addressed by responding promptly. If you are unable to respond verbally, signify that you heard the message by clicking one time. 8. Do not interrupt a conversation in progress unless there is an emergency. 9. Use appropriate language. 10. Keep volume level low enough so that only you can hear radio conversations, especially when inside venues. (Typically, volunteers should turn radios completely off once the performance has begun inside the Regis Philbin Studio Theatre and Chris and Anne Reyes Organ and Choral Hall.) 11. Relay appropriate information to staff members not on radio. 12. Upon completing a shift, the usher should sign off by stating, This is (usher s name) signing off radio. 13. Turn radio power off and stow the radio on its charger. The charger s light will be red if the radio has been properly docked. 14. Remove the headset from the radio receiver, wrap the cord in a clockwise movement, and hang the headset on the wall. [22] Version 14.6

23 Ticket Scanners Ushers positioned in the ticket taking position use a computerized ticket scanning device. The scanner is equipped to read the bar code located on the patron s ticket. Ushers should check for the correct performance, date, venue, and entry door before scanning either of the two bar codes located on the ticket. Ticket scanner preparation: 1. Undock the scanner assigned to the usher from the placement page. 2. Place the safety strap around your wrist. 3. Select the N Scan icon in the top left corner. 4. The scanner will open to the Main Menu for you to select Track Tickets. 5. Next, select Ticketed Events. 6. The scanner is ready to begin scanning patron tickets by holding the gun and pointing the laser at the ticket s bar code. Tips for effective ticket scanning: 1. When handed a ticket or stack of patron tickets, scan tickets individually then immediately hand one ticket at a time to each patron in the group. This procedure will ensure that each member of a large group is ticketed prior to entering the venue. 2. A valid ticket will indicate a green OK. The patron is welcome to enter the venue. 3. An invalid ticket will indicate a red error message stating one of the following: Ticket Already Recorded look at the ticket and verify that all the information (time, date, venue, performance) is correct. If it is, this means the patron has been in the venue or the ticket was accidentally scanned twice. Wrong Performance Date/Time look at the ticket and verify that all the information (time, date, venue, performance) is correct. This typically means the ticket is incorrect or the ticket scanner needs to be rebooted. Ticket Superseded by Reprint this ticket was invalidated by a reprint at the Ticket Office, and the patron will need to return to the Ticket Office for the correct, scannable tickets. Troubleshooting error messages: Contact a House Manager immediately to resolve the problem. Simply tell the patron, If you could wait one moment off to the side, the House Manager will help to resolve this issue. Please continue to remind the patrons that this technical problem will get resolved as soon as possible. Following ticket scanning: Once the House Manager has given the ushers an all clear to enter the venue, hand the scanner to the House Manager or Student House Manager before entering the dark venue. On occasion, you may be asked to restore the ticket scanner to its docking station. First, exit using the stylus pen to return the scanner s original screen where the N Scan icon is in the top left corner. Next, since each scanner is numbered, place the scanner on its corresponding docking station. [23] Version 14.6

24 MYVOLUNTEERPAGE.COM Ushers utilize My Volunteer Page, an online scheduling system, to sign up for shifts, access schedules and send s to find subs. Visit MyVolunteerPage.com for more information. When do ushers sign up for shifts? The upcoming month s volunteer shifts are posted at noon on the 10th of the current month. For example, on December 10th ushers sign up for all January shifts. Ushers may sign up or decline shifts until the 15th of the month. After the 15th, any shifts on an usher s schedule for the upcoming month, whether confirmed or unconfirmed, are the responsibility of that usher. After the 15th, ushers must send out sub requests for any shifts they cannot fulfill for the upcoming month. Do note, shifts are on a first come first serve basis, and shifts can still be available after the 15th of the month during our busy months. How do ushers sign up for shifts? On MyVolunteerPage.com use the Sign Up tab to see the list of available shifts. Scroll down the list of assignments, which appear in order by date. If O appears under the S column, no shifts are available for that event. If 1 appears under the S column, 1 or more shifts are still available for that event. From there, select the hyperlinked event title. Place a check in the Sign Up box. Select Save to save your shift assignment. At this point, you will be asked to Confirm the shift. You may do so now or later, but all shifts must be confirmed by the 15 th of the month. Return to the choices menu by going Back to activity list. For how many shifts can an usher sign up? In the spirit of fairness to allow all ushers the possibility of achieving the minimum number of hours to be in good standing, we ask from noon on the 10 th until 11:59 PM on the 14 th of each month ushers only sign up for three (3) shifts (clarified below). On the 15 th, ushers are welcome to sign up for as many shifts as they choose to reach or exceed the bonus requirement. Does a docent shift count towards an usher s 3 shifts? No. Docent shifts are assigned at the start of semesters for ushers who work Monday Friday from Is a Football Friday Tour shift considered a docent shift? No. These shifts open on the 10 th of the month and ushers choose them like any other performance or screening shift. Does the Saturday Football Mass count towards my 3? Yes. In considering your 3 shifts, treat the mass like any other performance shift. Does the bonus qualifying shift count in the 3 shifts? Yes. If an usher qualified for the bonus, consider the bonus as 1 of the 3 shifts. [24] Version 14.6

25 What happens if an usher exceeds 3 shifts? Ushers who exceed 3 shifts from the 10 th until 11:59 PM on the 14 th will be asked to remove any shifts over 3. How do ushers "confirm" or "decline" a shift? Remember, until the 15 th of the month, you can decline (aka remove yourself) from a shift without any further action. By the 15 th, you must confirm all shift assignments by doing the following: Use the Assignments tab to see all shifts selected. Select the Confirm button, either individually or batch, to confirm all assignments. Select the Decline button, either individually or batch, to remove yourself from the assignments. On occasion, the Guest Services Department will automatically assign you to our social gatherings. Use this Confirm or Decline feature to RSVP to the gathering. What is a Bonus shift? Bonus opportunities are available most months providing ushers a perk for signing up for a predetermined number of shifts that month. Typically, the bonus perk has been early sign up for a popular/favorite shift before the shifts are available to all ushers. How do ushers send a Sub Request? It is always encouraged that ushers have their personal calendars available when signing up for shifts; however, if an emergency, illness, or conflict would arise after the 15 th of the month when shifts have been confirmed, ushers should send a sub request in order to find a replacement. Use the Contact tab to send this . Select the Volunteers to have volunteers receive the In the Subject, indicate Sub Request for PERFORMANCE, DATE, & TIME In the Body, repeat and clarify the shift information. Since it s not always easy to see if an usher has replaced you, know that Guest Services carefully monitors the requests and will notify you if further action needs to take place on your part. Every attempt must be made by the usher to locate a sub, including multiple sub request s or phone calls to fellow usher. Ushers are not released from responsibility for their shift until a sub is found. While having the sub request system in place is very helpful to our staff, a pattern of repeated requests for a replacement is discouraged and will be addressed as needed. How can ushers update Contact Information? If an usher changes address, , phone number, or password, use the My Profile tab to update any information. [25] Version 14.6

26 How can ushers track their hours? Ushers interested in monitoring their 100 hour goal can reference the Reports tab. Scroll down to Detailed Hours Report If just interested in viewing a report on this same screen, don t change the Export File Type, Paper Size, or Sort features. Change the Date Range by choosing Date Range from the drop down list. Put in your start date at the center in the first calendar and today s date in the second calendar. Select View Report and scroll down to see your total hours. How do ushers modify their Privacy Settings? A feature of MyVolunteerPage.com allows other volunteers to see who is working a particular shift. On the Sign Up tab select from the three choices: I want other volunteers to be able to see my name in the list of assigned volunteers. OPTIONAL I want my last name included. OPTIONAL I want my photo included. Check the appropriate boxes then select Save. [26] Version 14.6

27 EMERGENCY PROCEDURES Notre Dame Security Police and Fire Department respond to 24 hour safety needs for our community through police services, fire suppression, and emergency medical services delivery. To reach emergency services dial or 911 from any landline phone. During emergencies, ushers should remain calm and follow announcements as well as house management instructions. Please place your own safety first by removing yourself from life threatening situations. Evacuation Familiarize yourself with the exit closest to your usher zone prior to going on the floor to work. Should you hear an announcement or alarm to evacuate the building, use large gestures and a loud voice, to direct patrons out and away from the building. Once outside, instruct patrons to move at least 100 feet away from the building. Wait for instructions from house management before re entering the building. Ushers should return to their posts upon re entry. Fire In the event of a fire or a fire alarm, please calmly exit the center directing patrons out and away from the building. Do not re enter the building until house management gives the all clear. Medical Emergencies Should any patron need medical assistance, contact the house manager immediately. Stay with the patron and send another usher or patron, if necessary, to get the house manager. If a patron is involved in a minor accident but insists he or she does not need assistance, report the incident to the house manager. First aid kits are available in coat check and the usher locker room, as well as other locations throughout the building, available upon request. Weather Emergencies In the event of a weather emergency, follow announcements and direct patrons to designated locations if necessary. Power Outage In the event of a power outage, follow announcements and direct patrons out of the venue, if necessary. Flashlights are available in Guest Services or the usher locker room. [27] Version 14.6

28 Additional Information For additional information about emergency procedures, please see the DeBartolo Performing Arts Center Health and Safety Policies and Procedures, available upon request at the center. [28] Version 14.6

29 FREQUENTLY ASKED QUESTIONS The following information will help you answer patron questions and issues. The greatest tool for handling any patron concern is to say, Thank you for letting me know; let me see what I can do, and, Thank you for telling me; I will pass this on to house management. How can I buy tickets? When is the ticket office open? Patrons can buy tickets in person at the Ticket Office, located at the north side of the center. Patrons are also welcome to call into the ticket office by calling The Ticket Office is open Monday Friday, Noon 6:00 PM. Hours are subject to change during semester breaks. The Ticket Office is also open one (1) hour prior to performance start time. Patrons are also welcome to purchase tickets online at performingarts.nd.edu. The website is available 24 hours a day, seven days a week. Encourage patrons always to check with the Ticket Office about pricing. However, discounted prices are generally available for senior citizens (age 65 or older), students, and Notre Dame, Saint Mary s College, and Holy Cross College faculty and staff. Can I take pictures or record the performance? Union regulations and various copyright laws and contractual agreements with the Presenting Series artists prohibit the use of cameras, video cameras, cellular phones, and/or other recording devices. This includes photos of the set taken before or after the performance. Notre Dame departmental performances may, at their discretion, allow photography or videotaping. It is up to the Guest Services staff to use discretion and stop any type of recording that is distracting to the performers and/or the audience. Flash photography is prohibited at all times. It can be disorienting and dangerous to the performers safety, as well as the other patrons. The best time to inform patrons about our policies is before a performance, especially if you witness them using these devices. [29] Version 14.6