Campbell Heritage Theatre Building Youth, Family and Cultural Enrichment

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1 Campbell Heritage Theatre Building Youth, Family and Cultural Enrichment DaveEdwardsPhotography.com Volunteer Handbook 1 W. Campbell Ave. Campbell, Ca Tele: Fax:

2 Welcome! Dear Volunteer Team: It is a pleasure to welcome you to The Campbell Heritage Theatre Volunteer Program. Your contribution of time and energy will be an important addition to the day-to-day operations of the Theatre. Your volunteer services will provide vital support to the Theatre s key objective: the cultivation, presentation and enhancement of the cultural arts in Campbell. We thank you for your generous gift of time and commitment to the arts in our community. Volunteers are an important asset and valuable resource to the Heritage Theatre. As a volunteer, you will make a significant contribution in our ability to offer the highest quality programs to the community. Often volunteers are the only people our guests meet when they visit the theatre. You are our ambassadors. Your kindness and patience with all guests creates a memorable experience for all Heritage Theatre patrons. The Heritage Theatre Volunteers are friendly faces to all who enter our doors. Heritage Theatre Volunteers provide patrons with the highest quality customer service while helping to preserve the arts in our community. We are pleased to welcome you to our team and encourage you to make the most of your time here at the Campbell Heritage Theatre. This may seem like a lot of information and responsibility - and you re right! Volunteers are important to our theatre and share a great responsibility. Remember that staff is glad to help you if you have any trouble or challenges. We are certain you ll find your volunteer experience rewarding and memorable. Please do not hesitate to contact me to share comments or suggestions regarding your experience with the Heritage Theatre. Sincerely, Sarah Bauerle Theatre Volunteer Coordinator Campbell Heritage Theatre 1 W. Campbell Ave. Campbell, Ca Phone: Fax: HTVolCoord@cityofcampbell.com 2

3 Table of Contents Welcome * Mission... 5 * Goals and Responsibilities 5 * Volunteer Resources and Requirements * What do Volunteers do?... 5 * Do s and Don ts of Volunteering... 6 * Dress Code 6 * General Training and Service Requirements. 7 * Equal Volunteering Opportunity... 7 * Emergency Contact Information.. 7 * Personal Data/Information Change.. 8 * Leave of Absence and Resignation.. 8 * Feedback and Problem Solving 8 * Disciplinary Action.. 8 * Communication Resources.. 9 * Heritage Theatre Flow Chart 10 Event Basics * Scheduling 11 * Scheduling Point System * Cancelations and Tardiness. 12 * Arrival Time * Check-In and Check-Out/ Time Records * Parking Event Details * Before the Event.. 13 * Pre-Event Meeting 13 * During the Event * Intermission.. 14 * After the Event Theatre Assignments * Lead Usher.. 15 * Ticket Takers 15 3

4 * Media Passes. 15 * Non-Ticketed Events 15 * Ticket Counting 15 * Lobby Usher * House Usher. 16 * Late Patrons * Encores. 17 * Stage Stairway Usher 17 * Balcony Usher.. 17 Theatre Assignments (cont d) * Merchandise * Coat Check * Restroom Attendant 19 * Six Essential Tips * Important Information * Backstage * Security * Double Ticketing * Standing Room * Will Call * Stroller Parking * Disabled Seating Theatre Policy and Procedures * Policies and Rules of the Theatre * Volunteer Benefits * Incentives * Heritage Theatre Seating Chart

5 Mission The Mission of the Volunteer Team is to promote the cultural arts at the Heritage Theatre by providing patrons with a positive theatre-going experience. Goals and Responsibilities As representatives of the Theatre, every volunteer has the opportunity to serve as a goodwill ambassador for both the Heritage Theatre and the City of Campbell. In this spirit, you are asked to follow certain essential guidelines to the best of your ability: Welcome each patron to the theatre in a courteous and friendly manner. Maintain a positive attitude and cheerful demeanor. Smile! Support the Theatre policies and Theatre management Set examples of good Theatre etiquette Work as a team member with fellow employees and Theatre management Share ideas, opinions and concerns with fellow volunteers and the Volunteer Coordinator, always in the appropriate setting Spread the word of the Theatre to the community Demonstrate a willingness to learn all aspects of your position. Volunteer Resources and Requirements WHAT DO THEATRE VOLUNTEERS DO? Carry out all Heritage Theatre policies Take tickets Hand out programs and other printed materials Usher patrons to their correct seats Prevent food and drinks from being taken into the theatre. Bottled water is allowed. Be alert for any disturbance or emergency Direct patrons to restrooms and telephones Do a light clean up after the show Set examples of good theatre etiquette Enjoy the benefits of teamwork Take the extra step for excellent customer service Assist as needed Follow instructions from the House Managers and Volunteer Coordinator 5

6 DO S AND DON TS OF VOLUNTEERING Creating a positive atmosphere encourages patrons to return and gives the mark of professionalism to our staff. There are many things you can personally do to make Heritage Theatre performances special for the patrons. Do: Smile, be courteous and pleasant at all times Act professionally at all times Give a friendly good day or good evening or hello as ticket is being taken. Stay informed so you can dispense correct information Listen for comments as patrons exit and share them with the Volunteer Coordinator and House Managers (good and bad) Report any suggestions or concerns to the Volunteer Coordinator Complete the Volunteer Orientation Don t: Eat or drink during the show or intermission (medical cases are an exception) Talk excessively with other employees while you are working Accept tips from patrons Chew gum while working Read while working Interrupt Box Office staff, technicians, performers or clients Leave your assigned position without notifying another employee Drink alcoholic beverages before or during a show. Go backstage or onstage - only authorized personnel are allowed backstage and onstage. DRESS CODE We do require a uniform for our volunteer staff. All volunteers must adhere to the required dress code. If alternate attire is more appropriate, you will be notified in advance of the performance, i.e., black tie. Comfortable shoes are encouraged. Hats, caps and visors are not allowed. MEN- Solid black pants or slacks are acceptable. A solid white shirt, button down or polo-style is acceptable for the top. A solid black jacket may be worn but is not required. Shirts must be tucked in and a black belt should be worn on pants with belt loops. Shoes should be black; tennis shoes are acceptable as long as they are black. WOMEN- Solid black ankle length pants or long black skirts which come to the shin or longer are acceptable. An all white blouse with sleeves and the collar coming up to the collar bone is an acceptable top. Shirts must be tucked in unless it is a blouse designed to be worn on the outside. Solid black or solid white sweaters on top of this are acceptable but are not required. Shoes should be black; tennis shoes are acceptable as long as they are black. 6

7 VIOLATION: In the event one should violate the dress code, you will be asked by the House Manager, to return home to change into dress code appropriate clothing. The Heritage Theatre maintains a high level of professionalism and customer service NAME BADGE: A name badge will be provided for you by the Heritage Theatre. The badge will feature your first and last name along with a photo. Your badge may have additional information on it. If you should lose your name badge, immediately inform the Volunteer Coordinator so a new one may be issued. Once you are issued your badge, it is your responsibility to bring your badge with you to each event. Should frequent replacement of your badge become an issue, you may need to pay for additional badges.. GENERAL TRAINING AND SERVICE REQUIRMENTS All volunteers wishing to work with the Heritage Theatre are required to fill out a volunteer application, physician pre-designation form and complete the volunteer orientation. The Volunteer Orientation is scheduled as needed. Volunteers are considered active once they have completed the Volunteer Orientation and application process in conjunction with any additional training that may be needed. Following the submission of all paperwork, volunteers will receive monthly mailers for event sign ups. Volunteers are asked to sign up for events monthly as their schedule permits. Please note: Volunteers who do not complete any service hours within a six month period may be given inactive status and may no longer receive communications until service resumes. Volunteers who have been inactive for more than 6 months may be required to complete a Volunteer Orientation again. If you know of a reason why you may be unable to volunteer for a significant amount of time, please inform the Volunteer Coordinator. EQUAL VOLUNTEERING OPPURTUNITY The Campbell Heritage Theatre provides equal volunteering opportunity for everyone regardless of age, gender, color, race, creed, national origin, religion, sexual orientation, marital status, political belief, or disability that does not prohibit performance of essential assignment functions. All matters relating to volunteering are based upon ability to perform the given assignment. EMEREGENCY CONTACT INFORMATION The Heritage Theatre wishes to keep an updated and current emergency contact list for all volunteers in the case of emergency. Should any of your information change, please immediately inform the Volunteer Coordinator of the change by filling out the Change of Information card located in the Volunteer Closet. Emergency Contact Information is only accessible by the Volunteer Coordinator and House Managers. This information will remain confidential and will only be used in case of emergency. 7

8 PERSONAL DATA/ INFORMATION CHANGE Mailing address, telephone numbers, addresses and other personal information should be current at all times to maintain proper and effective communication. If any personal data changes, please notify the Volunteer Coordinator in writing by completing a Change of Information card found in the usher s closet or by . Submit it to the House Manager to be given to the Volunteer Coordinator. All information is private and will not be given out to other volunteers or individuals requesting it without permission. LEAVE OF ABSENCE AND RESIGNATION Although we hope you will volunteer with us for a long time, it is understandable that at some point you may need to end your commitment. We ask that you inform the Volunteer Coordinator in writing of your resignation. As an alternative to resignation, a formal leave of absence may be requested for up to six months. It is asked that you inform the Volunteer Coordinator of your intent to take a leave of absence, preferably in writing, with an expected return date. Monthly mailers will not be sent to you during this time. FEEDBACK AND PROBLEM SOLVING Good communication is an essential part of volunteering. Your comments and constructive feedback are important to help ensure quality programs and services for volunteers and guests. Feedback/comment cards are available in the usher s closet. Anonymous feedback is welcome however the concern(s) can more easily and effectively be solved with accurate record of the volunteer(s) involved and a description of the situation. In the case of a conflict or concern, please follow these steps: *First try discussing the issue with the individuals involved. See if you can come to an acceptable solution together. * If you feel after discussing the situation with the individuals involved there is no progress, please inform the Volunteer Coordinator for an impartial assessment of the situation. DISCIPLINARY ACTION: While it is not anticipated that there will be any issues with volunteers at the Heritage Theatre, things happen. Should a volunteer disregard rules or policies of the Theatre or the duties that are asked of our volunteers, disciplinary action will be taken. The House Manager working the event will speak with the volunteer in question and notify the Volunteer Coordinator. You will be notified should further action be needed on behalf of the Volunteer Coordinator or Theatre Manager. If you feel as though you were unfairly disciplined or have any further concerns with a given situation, please contact the Volunteer Coordinator. At no time do we wish any parties involved to feel discomfort or anxiety over a situation. Please do not hesitate to come to the Volunteer 8

9 Coordinator with any concerns. You are encouraged however, to respect the House Managers at all times, whether agreement is felt over a particular situation or not. COMMUNICATION RESOURCES Direct Communication: Sarah Bauerle, Volunteer Coordinator Direct Phone: Hours vary, please leave a voic and the Volunteer Coordinator will get back to you as soon as possible HTVolCoord@cityofcampbell.com Mail: 1 W. Campbell Ave,#C32 Campbell, Ca In person, by appointment: please call ahead to schedule an in office appointment Comment Cards: A comment box will be available in the usher s closet if you wish to fill out a comment card. Box Office Main Line: Box Office Hours: Tuesday-Friday 9:00-5:30pm, Sat. 9-1:00pm, 1 hour prior to show time A chart detailing the operations of the Heritage Theatre can be found on the following page. This illustrates the appropriate chain of command for all staff members and volunteers. This will be a helpful tool throughout your time at the Heritage Theatre. 9

10 City of Campbell VenueTech Management Group President: John Lind Vice President: Judy Barkett Recreation & Community Services Director: Cynthia Bojorquez Heritage Theatre Manager: Kristyn Jacobson Production Manager: Steve Milligan Box Office Manager: Angela Smith Volunteer Coordinator: Sarah Bauerle Marketing & Media Relations: Jean Lund All Tech Staff Hospitality Staff Adam Bannister Jimmy Donald Corinne Engelman Kevin Pavlak Jesse Rodriguez Box Office Staff Lin Dennis Corinne Engelman Angela Smith Leslie Wright Mariah Huckaby Vicky Way House Managers: Lin Dennis Corinne Engelman Kenny Hom Todd Wright Angela Smith Leslie Wright Volunteers 10

11 Event Basics SCHEDULING Volunteer event sign up sheets will be mailed or ed on the 1st of the month for the next month s events. (Ex: Beginning of May you ll receive a sign up for the month of June.) Volunteer event sign up sheets should be returned no later than the 10th of the month which is when scheduling begins. At this time you will receive a phone call or notifying you of your upcoming schedule based on the selected dates and volunteers needed for the event. Please do not request a date if you cannot commit to it. If your request cannot be accommodated, you will be notified at this time. It is our goal to grant all your requests but this is not always possible. You will receive a reminder phone call/ within one week prior to the event. Volunteer selection for performances is determined on a first come first serve basis in conjunction with the Scheduling Point System. The sooner one turns in their event sign up sheet the greater the odds of working the event. Volunteers should sign up for rental events in addition to season productions. The scheduling for season shows will also be determined on participation with rental events, as explained below. The amount of volunteers needed for an event is based upon client estimate of attendance, total tickets sold and performance specifics. SCHEDULING POINT SYSTEM Why a Point System? The Heritage Theatre season shows and certain rental client shows are in such demand among volunteers we have developed a point system to encourage volunteers to sign up for events yearround! How does it work? The volunteer scheduling point system grants point(s) for each event. For our more difficult and time-consuming events, volunteers will be given more points. The number of points assigned for a given event is determined by the Volunteer Coordinator. The number of points will be listed on the Event Sign up Sheet. How is the Point System used? Season Show requests are sorted by number of points earned. The request list is sorted, highest to lowest, until the event is filled. All other events are scheduled in the order in which the sign ups are received in conjunction with the point system. If more volunteers have requested to work an event than is needed, half of the slots will be scheduled on a first come first serve basis. The remaining requests will be sorted by point totals and will be scheduled from highest to lowest until all slots are filled. For example, if 18 volunteers are needed for an event and 20 request the event, the first 9 to get their sign ups in will be scheduled and the next 9 will be scheduled based on the point system. 11

12 Is there any other way to gain points? Should a volunteer recommend a friend to volunteer at the Heritage Theatre points will be given. Once the referred individual has completed a Volunteer Orientation and their first event, the volunteer who made the referral will receive points. CANCELLATIONS AND TARDINESS In the event you are unable to work once scheduled, it is important that you notify management as soon as possible so that arrangements can be made for a replacement. If you cannot work, please provide the management at least 48-hour notice prior to the scheduled event. If you cannot stay for an entire event, it is essential that you notify management in advance. It is not recommended you sign up for an event for which you are unable to stay the duration. As a volunteer for the Theatre, it is important that you arrive on time. Timeliness is important since all events are scheduled to start at a specific time. When an individual is missing whose attendance was expected, it creates difficulty in providing a professional demeanor to patrons and clients. Volunteers who are habitually late may be changed to inactive status. ARRIVAL TIME Your call time will depend on the performance. Call times will vary with rental events. The arrival time and estimated ending time will be listed as you sign up for events on your Volunteer Event Sign Up. CHECK-IN AND CHECK-OUT/ TIME RECORDS Upon arrival for a given event, do not forget to check in on the yellow Volunteer Hour Log. This can be found at the volunteer workstation located by the volunteer closet. It is important that volunteers remember to log in and out in order to keep Heritage Theatre volunteer hours current and accurate. These hours are used for attendance tracking and recognition. It also helps to ensure safety and security by knowing who is on duty during an event. If at any time you would like to know your hours for the month or year, you may contact the Volunteer Coordinator. This information will not be given out to other volunteers. PARKING Parking for all volunteers is in the Campbell Avenue or Winchester Blvd. parking lots surrounding the Theatre. There are approximately 740 parking spots. Parking should not be a problem, however, there are other events held at the Community Center. Since it is a public parking lot, other groups are welcome to use the parking lot as well. As a result there may be an overflow of cars. Parking is also available in the Second Street Parking Garage in Downtown Campbell between Second and Third Streets, adjacent to Civic Center Drive. 12

13 If there is a large event being held on the Community Center property, volunteers will be notified of the event. Volunteers will be advised to arrive at the Theatre earlier in order to find parking. If volunteers do not drive and are dropped off for events, the passenger loading area in front of the Theatre is the best option. Additionally, there is an adequate number of handicap parking spaces in the Campbell Avenue lot closest to the Community Center swimming pool should you or your driver require one. Event Details BEFORE THE EVENT 1. Enter through the front doors to the Theatre (not the backstage entrance) 2. Put your personal possessions in the volunteer closet. 3. Sign in on the time sheet and check in with the House Manager 4. Attend the pre-show meeting for event assignments and updates PRE-EVENT MEETING A pre-event meeting will be conducted prior to all events, at least fifteen minutes before the opening of the Theatre doors. Theatre doors are usually open one hour before event time and lobby doors to the house are usually open 30 minutes prior to the performance. However, there are exceptions. During this meeting, any questions, comments, or concerns regarding the event can be discussed. Positions will be assigned. As always, be attentive to management for any new information you can relay to patrons during your shift. Common Information Provided During a Pre-event Meeting: Expected attendance for the event Reserved or general seating Special seating arrangements, i.e. handicapped seating. Intermission times (if any) Any special information for a specific event Door opening time (as it will adjust depending on the event) Client s decision on photography and video taping DURING THE EVENT Flash photography is not allowed in the house during the event, except under special circumstances. Most video cameras or tape recorders are not allowed during performances unless they have been approved by the client/performer and set up in advance of the performance. The House Manager will inform the ushers on duty when this is the case. Tripods are only allowed at the back of the Theatre on approval of the House Manager, and as long as it is not blocking any aisles, exits or other patrons sightlines. 13

14 Watch for food or drinks being consumed in the Theatre during the performance. Only bottled water is allowed inside the Theatre during performances. On occasion there may be a mother who needs to bottle feed a baby, this is an exception. All other refreshments should be consumed or disposed of in the lobby. Technical staff wearing HT badges may bring refreshments other than water into the sound booth. If any question should arise regarding beverages inside the theatre, please notify your house manager. Talk to an uncooperative patron only once, and only if you feel comfortable doing so. If a problem continues, the House Manager will be responsible for handling the situation. Ushers are not required to deal with unpleasant situations and should not give the impression of being the police. For assistance with any patron please notify a House Manger immediately. Once the show has begun, volunteers must continue to perform their assigned job and be aware of things going on inside the house. Keep your flashlight with you at all times to continue seating latecomers or those in need of assistance. Late patrons should be held at the back of the Theatre until a break in the performance. At this time, you may escort them to an open seat or their assigned seat. Please be sure that there is always at least one volunteer in the lobby at all times. No volunteers are allowed in the Box Office, Tech Booth or Backstage unless specifically instructed by the House or Theatre Manager. INTERMISSION After the house lights have come on, open and secure the inner and outer doors. During the intermission, walk up and down the aisles to check for food/drinks, patrons with their feet on the chairs, running up and down the aisles or other questionable behavior. Then remain at your station during intermission, directing patrons to the telephone or nearest rest room. Check ticket stubs of returning patrons, if directed. The House Manager will notify patrons when there is five minutes left in the Intermission. This will be done either by the flashing of lobby lights or chimes. At this time, please assist in escorting patrons back inside the Theatre. To help move patrons along, both flaps of the house door may be closed. Stand at your designated position to prevent food or drink from re-entering the theatre. AFTER THE EVENT Keep the house doors closed until the event has ended and the house lights have come on. Then, open the house doors and remain at the doors until the house has cleared. Patrons should be politely asked to continue their conversation in the lobby area. At this time, the house will be closed down and locked by the House Manager to prevent patrons from re-entering the theatre. Once the Theatre is emptied of patrons, check the house for any dropped programs, ticket stubs, water bottles, lost-and-found items, etc. Any lost and found items should be turned in to the House Manager. If a patron inquires about a lost item, refer them to the House Manager. Garbage bags may be supplied to you by the House Manager for house clean-up if needed. 14

15 All volunteers are to remain until after these duties have been completed. Once you have been cleared by the House Manager, you are free to leave. Don t forget to sign out on your time sheet and collect your personal items before you leave! Theatre Assignments LEAD USHER The lead usher position is designed to assist the House Manager. This is not a position of authority. You will be notified by the Volunteer Coordinator prior to the event if you will be asked to perform this duty. The lead usher will arrive 15 minutes earlier than the regular volunteer call time and will stay until all volunteers have checked out. Check in with the House Manager to get any special instructions and a key for the volunteer closet. Open and close the volunteer closet as needed throughout the event. See that volunteer supplies are working and/or available, i.e. flashlights. Let volunteers in front doors. Make sure the volunteer sign up is visible. Lead Usher may be asked to check out listening devices. If so, obtain the patron s drivers license and secure in designated box in the volunteer closet to be returned when listening device is turned in. Check out booster seats, also available in the volunteer closet. Give out ear plugs to patrons if requested. Check to see that volunteers have everything they need, i.e. more programs. Fill in if a volunteer needs to leave their post temporarily. Occasionally make rounds to all volunteer posts to see if they need any assistance. After all volunteers have signed out, return volunteer closet key to the House Manager. or leave a note for the volunteer coordinator with any problems, concerns, supply replenishment needs, etc. Assist House Manager as instructed. TICKET TAKERS Ticket takers will be assigned to the main entrance doors. It is very important that you check each ticket for the correct performance name, date and time. Tear the ticket at the perforated line, drop the small stub into your ticket apron, and return the larger portion to the patron. Below is an example of the Heritage Theatre ticket. This is the only ticket accepted at the Theatre, unless otherwise notified. If a patron should give you a ticket looking different than this and you have not been notified prior to the event, please hold the line and get a House Manager immediately. 15

16 Direct patrons to the house door that is nearest their seat location; you will find a Theatre map at the end of this handbook. Once the performance has started, one ticket taker must remain at the Theatre exterior doors for at least fifteen minutes, unless directed otherwise. All ticket takers must return to their positions if there is an intermission, with one ticket taker at the side entrance in the west wing near the restrooms and one at the east wing exiting to the courtyard. All patrons must have a ticket. In some instances, children are allowed to sit in parents laps; when this is allowed, you will be notified at the Pre-Show Meeting. Media Passes Problems may occur with Media Passes which should not be confused with free entrance into the Theatre. Please notify a manager when someone requests free entry as a Media person, as media are not always allowed in. Photographers must remain outside of the theatre until a House Manager arrives to approve their admission. Ask these individuals to step aside until you can clear your line so you may get the attention of the House Manager. Non-Ticketed Events In the event the show is a non-ticketed event, ticket taking will be replaced with a tally counter in order to get a correct head count of patrons inside the theatre. These numbers should be given to the House Manager before the night is through Ticket Counting Following the closing of the front doors or following intermission, ticket takers are asked to separate ticket stubs by price and count the number of tickets collected. Place rubber bands around tickets in groups of 100. You can get a pen/marker, rubber bands and envelopes from the House Manager. Tickets should be separated by price and counted. Write event name, time, date and tally on envelope. Place ticket stubs in envelope. Please deliver tickets and the ticket count to the House Manager before the night is through. LOBBY USHER Immediately following the pre-show meeting, stand in the lobby. If programs are available, distribute them to each patron. Instruct patrons with food or drink that they must consume it or dispose of it before entering the theatre. Answer questions from patrons, i.e. door closest to their seat, is there an intermission, where are the restrooms, etc. Inform the House Manager immediately if there are any disturbances among patrons. Inform any late patrons they will be held at the back of the theatre until there is a pause in the performance to be seated. One lobby usher must remain in the lobby throughout the event. You may rotate if desired. All lobby ushers must return to their positions during intermission and at the end of the event. HOUSE USHER Stand at your assigned house (auditorium) door immediately following the pre-show meeting. Patrons are welcome to wait in the lobby before house doors are opened. Do not open house doors until management gives the OK for the doors to be opened. The doors are only to be open when a performance is not in progress. Otherwise, they should remain closed. Assist people with disabilities to appropriate seat. Keep an eye out for food and beverage and remember; no food or beverages (other than bottled water in a container with a cap) are allowed. Advise any patrons with food or beverages that they must consume it or dispose of it before 16

17 entering the auditorium. Escort patrons to their seats if the event is assigned seating. Encourage patrons to sit toward the middle of the row if the event is general admission. Late Patrons: It is inevitable that some patrons will arrive for the performance after it has begun. It is very important to our clients that latecomers be seated only at appropriate breaks (during applause, between songs) so as not to disturb other patrons. Please note the aisle and seat numbers prior to going into the theatre. Inform patrons they will be held in back of the theatre until there is a pause in the performance. Warn patrons to be quiet and that it will be dark inside, and that they may need time for their eyes to adjust. Shine flashlights on the floor at patron s feet as the Theatre can be extremely dark. Please escort all patrons to either their assigned seat or an open seat (general admission shows only) to prevent disturbing other audience members. Encore: Often, performers return to the stage for an encore performance. Your job is to direct their attention to the stage and to keep patrons focused in that direction until all activity on the stage is completed. Only then should you prop open the inner door, then proceed to the outer door. Please be advised more often than not House Management is not aware of encore performances. As a result, you may not be notified before hand of this. Please be flexible to this addition in the performance. You are expected to remain vigilant throughout the event. Scan audience throughout the show to watch for people needing assistance, eating food/drink, or taking pictures/video. After the performance is over, encourage patrons to exit to the lobby then check row by row for lost and found items to be turned in to the House Manager. Report any damages or spillages to House Manager. STAGE STAIRWAY (USHER) While most performances are not assigned with stairway attendants, occasionally an event will occur where we need attendants. If you are assigned to this post, you will receive specific instructions from the House Manager. You will need to stand at your assigned post to keep patrons from approaching the performers on stage, or to assist patrons on to the stage for audience participation or photos. If you are assigned to a stairway, be sure to remain standing in front of the steps at all times. This is also a good post to watch for people eating or using flash photography inside the Theatre. BALCONY (USHER) Begin by starting at the base of the balcony stairs. Your job here is to prevent patrons from entering into the upstairs balcony until notification is given by a House Manager that it is time to open doors. At this time, you may remove the blue felt ropes at the base of the stairwell and escort patrons up the stairs to the balcony. From here you should assist in helping patrons to locate their seats. Assist people with disabilities to appropriate seat. Keep an eye out for food and beverage and remember; no food or beverages (other than bottled water in a container with a cap) are allowed. Advise any patrons with food or beverages that they must consume it or dispose of it before entering the auditorium. If programs are provided for the event, you will be asked to hand one to each patron as they enter the Theatre. 17

18 Late Patrons: It is inevitable that some patrons will arrive for the performance after it has begun. It is very important to our clients that latecomers be seated only at appropriate breaks (during applause, between songs) so as not to disturb other patrons. Please note the aisle and seat numbers prior to going into the theatre. Inform patrons they will be held in back of the theatre until there is a pause in the performance. Warn patrons to be quiet and that it will be dark inside, and that they may need time for their eyes to adjust. Shine flashlights on the floor at patron s feet as the Theatre can be extremely dark. Please escort all patrons to either their assigned seat or an open seat (general admission shows only) to prevent disturbing other audience members. Ushers may sit in seats in the back of the balcony next to the entrance to prevent late patrons from walking in and disturbing other patrons. Please keep your flashlight with you at all times to assist in the location of seats. No food or beverages (other than bottled water in a container with a cap) are allowed. Advise any patrons with food or beverages that they must consume it or dispose of it before entering the balcony. Following the performance, ushers are asked to walk through the balcony and search for any left items that may be turned into lost and found. You are expected to remain vigilant throughout the event. Scan audience throughout the show to watch for people needing assistance, eating food/drink, or taking pictures/video. After the performance is over, encourage patrons to exit to the lobby then check row by row for lost and found items to be turned in to the House Manager. Report any damages or spillages to House Manager. As a balcony usher, you are expected to remain upstairs in the balcony for the duration of the performance. Following the exit of all patrons in the balcony, please re-hook the blue felt ropes at the base of the balcony to prevent patrons from re-entering the balcony. MERCHANDISE Occasionally we will require one or two volunteers to assist with selling merchandise in the Lobby. This job will be explained upon assignment. COAT CHECK Occasionally, depending on the weather, the theatre may find a need for a coat check. Should this be a necessity, 1-2 volunteers be will placed in this position. A table will be set up in the east arcade/lobby area with a garment rack and hangers. Patrons may check coats and umbrellas at this area. Patrons are encouraged to leave nothing of value in the coat pockets as the theatre cannot be held responsible for lost or stolen items. The volunteer(s) working coat check will remain at this station through the end of the performance. Volunteers may be rotated out if needed. 18

19 As patrons check in items, tear the coat check tab along the perforated edge. One will be given to the patron; the other will be placed on the hanger with the checked item. At the time of departure, patrons must have the other copy of their ticket in order to claim the item. Under no circumstance will a patron be given an item without a ticket. It is important to remind the patron at check in that they must hang onto their ticket stub. Should an issue arise, immediately notify a House Manager to rectify the situation. BATHROOM ATTENDANT This position is usually assigned in combination with another position, i.e. coat check, lobby usher. Check the bathrooms and do a light clean up if necessary after the show has begun, just before intermission and after intermission. Latex gloves are available in the volunteer closet if you would like to use them. Please Note: Additional jobs may be assigned at the Pre-Show Meeting. Should these jobs be assigned, specifics on these duties will be explained at this time. 19

20 Five Essential Tips for Guest Services Maintain an Attitude of Service Excellence Speak well of our organization Respond quickly and cheerfully to all guests Remain attentive to guest needs at all times Identify Guest Needs Ask guests probing questions Recognize all guest needs and respond with respect Identify guest needs expressed verbally and non-verbally Use Guest Friendly Body Language and Words Greet all guests with a smile Use A cheerful and enthusiastic tone of voice Practice open and friendly body language and eye contact Practice Excellent Service at Every Guest Contact Point Be cheerful at every guest contact point Keep all guest areas clean and neat Address problems on the spot before guests become dissatisfied Handle Difficult Guests With Care Allow angry guests to vent by listening carefully Use problem-solving skills to resolve issues before they escalate Don t take a guest s anger personally 20

21 Important Information BACKSTAGE Before, during and after performances, it is occasionally necessary to assign volunteers to the backstage area to keep unauthorized persons from going into the dressing room areas. Since volunteers are not usually posted backstage, you will receive specific instruction if you are assigned to work in the backstage area. SECURITY Security handles the backstage area as well as the front of house. Please notify anyone on the security team should you encounter a problem that cannot be handled by our staff. DOUBLE TICKETING It is very rare to find that the same seats have been sold to two separate parties. If patrons tell you that someone else is sitting in their seats, you should act quickly. Remain courteous to both parties and assure them we will solve the problem. Notify the House Manager immediately, the tickets of both parties must be looked at and the seating verified. The House Manager will handle it from here. ** More likely than not, one of the parties has misread the tickets in some way, which could include arriving at the wrong row, the wrong seat number, or the wrong performance. *** STANDING ROOM Under no circumstances are patrons allowed to stand and view the performance in the aisles, on the stairs, at the orchestra pit, in front of doors, or along Theatre walls. This is in direct violation of the state code fire regulations. If you see this occurring, politely inform the patron of the issue and request that they take their seat. If there is any problem, inform the House Manager. WILL CALL Season Shows will have Box Office open one hour prior to show time. The Will Call window will be run by Box Office Staff. Patrons who have any type of ticketing issue can be directed to the Box Office window. Will Call tickets can be claimed at this window. Any reprints of tickets or internet purchased tickets will also be handled at this window. Patrons who need to leave tickets for other members of their party under Will Call can do so at the Box Office window. Ushers and ticket takers should not accept tickets and hold them for patrons waiting for late members in their party. All ticket related issues should be directed to the Box Office Staff. 21

22 The box office window will close twenty minutes after the start of the performance. At this time, ticket takers may be asked to hold any remaining will call tickets. Patrons claiming tickets at Will Call must present a photo id to claim their seats. No patrons will be allowed to purchase tickets after the box office window has closed. In the event a patron arrives late wishing to purchase tickets, inform them the performance has begun and we are no longer selling tickets for the performance. If the patron insists on watching the performance, immediately notify the House Manager. The House Manager will handle the situation. Rental Client s Box Office hours will depend upon their permit. It is required of Rental Clients to use the Theatre Box Office for ticket sales. Should a Rental Client sell tickets for their event the night of the event, Heritage Theatre Box Office Staff will operate Box Office sales. The Box Office will open one hour prior to the event. All other Box Office rules as specified above will apply to Rental Client shows. In the event a Rental Client is not having Box Office the day of the event, a volunteer from the Rental Client will be provided to run Will Call if any is needed. Should the Rental Client sell tickets, it must be approved by the Heritage Theatre prior to the event. This will often include primary partners such as the Campbell Union High School District. If you have any question regarding this, please notify the House Manager. STROLLER PARKING Strollers are not allowed in the Heritage Theatre as of Jan Due to the size of the Heritage Theatre, we can not adequately hold strollers without blocking fire exits. In the event of an emergency all hallways, aisles and exits must be kept clear. Strollers are not under any circumstance allowed inside the building. Patrons should be informed at the front door that strollers must return to their vehicles. DISABLED SEATING The House Manager will do their best to notify you in advance if disabled patrons are expected for a performance. Disabled patrons in wheelchairs are encouraged to remain in their wheelchair in the designated handicapped spaces in the Theatre House and in the Balcony. Do not allow wheelchairs or walkers down the Theatre aisles unless adequately assisted. This assistance may be provided by you or the companion to the disabled patron. It is important that persons in wheelchairs and those with walkers, canes, crutches, be assisted to their seats. If the patron will be sitting in a transfer seat, their wheelchair, walker, cane, or crutches will be placed in the Wheelchair Seating Area during the performance. Please inform patrons their belongings, will be secure as we do have staff members in the lobby area. Guide dogs and Canine Companions may accompany owners to their seats and lie under the assigned seat; the owner is responsible for the behavior of the animal. Refer any problems to the House Manager. 22

23 Please pay special attention to any patrons in the indicated disabled sections that do not belong there. This can mean any parents with children who have become fussy or patrons who are late and can t find a seat. Parents with children should be asked to enter the lobby area. All disabled areas must be kept clear and reserved for disabled individuals. Individuals awaiting a seat may stand against the wall until the usher escorts them to a seat. Disabled individuals who qualify for disabled seating are individuals who may not always be in a wheelchair. Disabled seating should be made available to individuals with physical or mental impairment. Walkers that are accompanied with patrons should be folded up and placed in the wheelchair sections. For individuals with walkers who sit upstairs in the balcony, walkers should be left in the hallway of the balcony. Walkers should always be kept in close proximity to the individual using the walker. The same rules apply for crutches and canes. PLEASE SEE THE SEATING CHART AT THE END OF THIS PACKET WHICH ILLUSTRATES WHERE THE DISABLED SEATING AREAS ARE LOCATED IN THE THEATRE. 23

24 Theatre Policies and Procedures The Heritage Theatre s maximum capacity is 802. No feet on chairs, no scratching of seat backs, no running or yelling inside the Theatre. No food or beverage allowed inside the Theatre (auditorium) o Exceptions: Bottled water Baby Bottles If a question arises regarding beverage permission, ask the House Manager With the exception of service animals necessary to assist a person with a disability, animals will only be permitted in the Theatre when authorized, in advance by management. Smoking is not allowed inside the Theatre or within 20 feet of any windows or doors. The City of Campbell, VenueTech, Heritage Theatre, Heritage Theatre Staff or Heritage Theatre volunteers will not be held responsible for any lost or stolen items. Items found after a show will be turned into the House Manager and placed with Lost and Found Items following the City of Campbell s Lost and Found policy. Rental clients are not allowed to hang decorations from light fixtures, ceiling, heat detector, emergency lights or acoustical wall/ceiling tiles. Rental clients may not hang any decorations or signage that covers any Heritage Theatre plaques, signs or other indications of seats or emergency exits. Open flames (such as lighted candles) and incense are not allowed. All additional volunteers and staff on behalf of the rental client must be clearly indicated through the use of uniform or visible name badges. All doors, aisles and hallways must be kept clear in the event of an emergency or evacuation. For customer comfort, energy efficiency and consideration of our neighbors, all doors and windows must remain closed throughout the entire event. This excludes the start, intermission and conclusion of the event. 24

25 HERITAGE THEATRE VOLUNTEER BENEFITS As a volunteer for the City of Campbell, your hours worked in a volunteer capacity are recorded and maintained by the City s Volunteer Coordinator and Heritage Theatre Volunteer Coordinator. Volunteers who have worked in excess of 25 hours in a calendar year will be invited to the City s Annual Volunteer Appreciation Luncheon. The Heritage Theatre staff hosts two Volunteer Celebrations a year in recognition and appreciation of the time and dedication contributed to the theatre. FINALLY This should provide you with a detailed summary of the duties involved as a Volunteer at the Heritage Theatre. Please feel free to address any additional questions to the Volunteer Coordinator: telephone (408) or - HTVolCoord@cityofcampbell.com Please enjoy your duties and privileges as a volunteer and know that you are providing the patrons with a joyful and enriching Theatre experience. We are grateful for your support and thank you for all your hard work! 25