Tuacahn Volunteer Handbook Edition

Transcription

1 Tuacahn Volunteer Handbook 2018 Edition

2 Table of Contents Page # Volunteer Expectations 2-3 Dress Policy 3-4 Volunteer Drop Box (Suggestion Box) 4 Scheduling 4 Assignments/Positions 5 Assignment/Position Abbreviations 6-7 Early Assignment Responsibilities (Alphabetical Order) 7-24 Late Assignment Responsibilities (Alphabetical Order) Volunteer Point Rewards Volunteer Point Redemptions Concessions Policy 30 Concerts 31 3-Strike Rule 31 Purging the Volunteer List 31 Primary House Rules 32 Volunteer Guidelines On Nights With Inclement Weather 32 Extra Information 33 VOLUNTEER EXPECTATIONS Thank you for your willingness to volunteer here at Tuacahn. Our goal is to make sure that everyone who visits Tuacahn has a positive, unforgettable experience. We want our guests to come back every year and invite their friends and family to do the same. Having friendly, helpful, positive, customer-service- oriented volunteers is vital to Tuacahn s success! Tuacahn volunteers play a very important role. You are almost always the first faces that Tuacahn patrons see. You represent Tuacahn. Your appearance, how you interact with others (including Tuacahn employees and other volunteers), and how well you fulfill your assignments can determine the kind of experience our guests will have. We want Tuacahn patrons to receive the best customer service possible. We want them to know that we really care about them and the experience they have at Tuacahn. Making Tuacahn a positive experience for our guests can best be accomplished when

3 our volunteers are focused on our patrons needs. A positive impression is left with our guests when they feel welcomed by every volunteer they see. Volunteers should be greeting and interacting with patrons while on their feet, not sitting on the job. Likewise, except for when absolutely necessary, volunteers should NOT be on their personal cell phones. Volunteers talking or texting on a cell phone is not inviting to patrons who have questions. We want every guest to feel they can approach a volunteer with any need, question or concern they may have. It is important that you: Arrive on time, look professional, smile, always speak kindly to everyone, give excellent customer service, fulfill your assignments well and, no matter where you are, please speak positively about Tuacahn. House Managers will be watching for volunteers who represent Tuacahn to the full extent. Ask yourself these questions before you commit. AM I A GOOD FIT FOR TUACAHN? Am I at least 21 yrs old? Am I a people person? Do I smile? Am I positive? Am I friendly? Do I enjoy helping others and going the extra mile? Do I listen, learn, and follow instructions well? Am I in good health? Am I able to fulfill assignments as needed? Do I volunteer because I love Tuacahn or only to see the shows and get tickets? Am I able to volunteer 3 or more times a month? BROADWAY SHOW TIMES Preview Nights through Mid-August: 8:45pm August 7 to August 31: 8:30pm September 1 to September 30: 8:00pm October 1 to End of Season: 7:30pm DRESS POLICY FOR VOLUNTEERS Please look professional in your appearance. We will send volunteers home who do not meet our standards. NO BLUE JEAN DENIM is allowed. MEN & WOMEN: 1. Pants A neutral color (tan, black, navy, white, brown, gray). WOMEN: 2. Shoes Either comfortable shoes or sandals. 1. Long pants, Capri's, or knee-length skirt or shorts. 2. White top or blouse (may be sleeveless)

4 MEN: 1. Long pants or knee-length shorts. 2. White collared shirt with sleeves. VOLUNTEER VESTS must be worn each night and can be obtained in one of the following ways: 1. Tuacahn will provide a vest to use the night of the performance. 2. At the beginning of each season volunteers will have the opportunity to purchase their own vest. If you are interested in buying a new vest, we place an order after orientation. The price is usually about $20.00 (depending on size). Please sign up if you are interested. 3. Vests may be obtained by redeeming shifts via the Volunteer Rewards Program. VOLUNTEER DROP BOX (Suggestion Box) Tuacahn has a Volunteer Drop Box (suggestion box) located just inside the House Management closet on the top shelf. This box may be used to communicate your ideas, suggestions and concerns with management. We look forward to hearing your great ideas! SCHEDULING Tuacahn uses an Internet-based volunteer scheduling program. Each individual volunteer will need an address to request dates and positions to volunteer. These are the steps to request volunteer dates: 1 Go to our volunteer website: volunteer.tuacahn.org 2 Click the button Volunteer Now. 3 Select an Event (i.e., Broadway Series, Thriller, etc.). 4 Click on a date. 5 Click on the box of the position you would like to request to work. 6 Enter Name, Address and Phone Number, then click Sign Up! An will be sent to the House Managers showing your request for volunteering. The House Managers will approve or deny all requests within 24 hours. You will be ed as soon as the request is approved or denied. It is critical that you use the same address each time you sign up to volunteer.

5 Rewards and scheduling will be tracked based on the address used to sign up. If there was a mistake made with crediting/recording your shift, you have 5 days from the end of that shift to let a House Manager know if your reward shifts are not correct; after that, we cannot go back in the system to fix it. NO EXCEPTIONS. House Management is always willing to help you get your schedule together while we are at work. Please just ask for help. You may not be approved for all the days and/or positions requested. ASSIGNMENTS/POSITIONS To access your scheduled volunteer assignments, click the Schedule tab on the volunteer.tuacahn.org website. My Schedule will list your position, start time, end time, and approval status for each volunteer assignment you have signed up to work. This Handbook will tell you in detail: 1. What time you need to arrive for each assignment. 2. What your responsibilities are. 3. How long you will need to stay. 4. How many shifts are earned for that particular assignment. When you arrive at your assigned time, walk through the amphitheatre gates and into the storage area located through the double doors on the right where the House Manager s closet will be found. Check your assignment on the sign-in sheet, review the Handbook to make sure you know what is expected of you, and don't hesitate to ask questions. There will be a white board hung on the wall just outside the House Manager s closet with all the information you will need for the night. Please look it over and ask a House Manager if you have any questions. Inside the House Manager s closet you will find the following supplies: vests, blue light flashlights, radios, stop signs, flashing traffic wands, directional signs, etc. All food, drinks, jackets, or other personal belongings need to be placed on the shelves in the House Manager s closet until assignments are fulfilled, which is roughly 15 minutes after the show begins. It is mandatory that you bring a small flashlight when you come to volunteer. If your assignment does not require a flashlight, you can keep it in your pocket or on the storage shelf. If you are working an aisle, we have special blue light flashlights that you must use and which are found in the House Manager s closet. All other positions may use a regular

6 small flashlight. Put on your vest, pick up other supplies needed, and begin your assigned responsibilities per the check-in time below for each position. ASSIGNMENT/POSITION ABBREVIATIONS ABBREVIATION Pre-Show ASSIGNMENT POSITION POINTS CREDITED A-1 Aisle 1 Usher 3 A-2 Aisle 2 Usher 3 A-3 Aisle 3 Usher 3 A-4 Aisle 4 Usher 3 BR Bottom Row Usher 3 ELA Exit Lane Attendant 3 OFL Overflow Usher Left 3 OFR Overflow Usher Right 3 PA-1 Plaza Attendant 1 3 PA-2 Plaza Attendant 2 3 PA-2ELV Plaza Attendant 2 Elevator 3 PA-3GG Plaza Attendant 3 Gift Gallery 3 PA-3CP Plaza Attendant 3 Cafe Patio 3 *SD Shuttle Driver 6 SD/A Seating Director/Assist 3 *SHD Shuttle Director 3 *SLG Street-Level Greeter/Traffic Control 3 *TA-1 Ticket Attendant 1 3 *TA-2 Ticket Attendant 2 3 *TA-3 Ticket Attendant 3 3 *TA-4 Ticket Attendant 4 3 *TA-5 Ticket Attendant 5 3 *TA-LO Ticket Attendant LeftOverflow 3 VIP-L VIP Lounge 3 *TRAINED POSITIONS ABBREVIATION LATE ASSIGNMENT POSITION POINTS CREDITED

7 BRT Bottom Row Theatre 2 MG Meet &Greet 2 PT Plaza Traffic 2 SHA-D Shuttle Assist Direct 2 SHA-L Shuttle Assist Load 2 TC-HS Traffic Control High School 2 TC-PP Traffic Control Pedestrian Path 2 Pre-Show ASSIGNMENT RESPONSIBILITIES (Alphabetical Order) A = Aisle Ushers (3 POINTS) Location: Top of Designated Aisle Check-in time: 1 Hour Before Show Time Approximately 30 minutes before the ticket gate opens, restock and retrieve a playbill cart, which is kept under the awning near the House Management closet. After all black totes are filled with playbills, please take the cart out to its correct aisle. Only aisles 2 and 3 have carts. The aisle 1 volunteer takes six totes and aisle 4 takes four totes full of playbills back to their aisle; totes are placed on the wall. Carts are to be placed in the middle of the entrance of aisle 2 and 3, right up against the railing. Volunteers stand on either side of the cart and hand out playbills to patrons. After the show starts, return carts and totes to the storage area under the awning. Keep a few playbills in hand for late-comers. Make sure your aisle is safe and clear of puddles and debris. Aisle 4 Attendant should watch the Emergency Exit path and not allow patrons to sneak in or smoke via the path. Check tickets as necessary to make sure patrons go down the correct aisle. Remind patrons to sit in their assigned seats, especially on busy and sold-out nights. Wheelchairs may be left against the back wall of the theatre; walkers may be left against the back wall or behind one s seat in row FF if there is adequate room. If patrons are late, hold them at the top of the aisle until there is an appropriate break in the show (end of a song or scene change). Help patrons understand where their seats are by checking their tickets and pointing out their seats. There is no need to walk patrons to their seats.

8 10. Contact a House Manager for seating concerns, medical emergencies, disruptive children, picture takers, phone users, spills, or issues with prohibited items. 11. If cast members descend one or more aisles during the show, hold patrons at the top until actor/actress reaches the stage. 12. Use the blue light flashlight provided by House Management when lighting up the first few steps of the aisle when necessary. Keep the flashlight beams pointed down being careful not to shine on other patrons. 13. INTERMISSION: Please stay at your aisle to assist patrons with any needs. BR = Bottom Row Usher (3 POINTS) Location: By the Cut-outs in Front of the Stage, Near Aisles 2 and 3 Check-in time: 1 Hour Before Show Time One volunteer should pick up a radio from the House Manager s closet. Please use the radio (set to channel 1) only when you need to communicate with a House Manager. Retrieve a Photography Prohibited sign from the cushion/water storage room. Approximately 30 minutes before the gate opens, put out orange Premium Area seat cushions (check new map for correct seats) that are located in the cushion/water storage room off stage left. Put cold waters from the fridge in the seat cushion water holder. Box Office staff will set out green cushions in the theatre for volunteers to add a cold water bottle to the seat cup holder. Take a tote of playbills down front for patrons who may request them. Help people find their seats. Remind them to sit in their assigned seats, especially on busy and sold-out nights. Keep people off the stage and make announcements to the Overflow and VIP groups as needed. Contact a House Manager via radio (channel 1) for seating concerns, medical emergencies, spills, or issues with prohibited items. When the recording starts, remind guests to turn off cell phones and not take pictures. Please hold up the sign that states, DUE TO COPYRIGHT LAWS PHOTOGRAPHY OF ANY KIND IS PROHIBITED, NO CELL PHONES. Hold the sign high. When the recording ends, take the sign back to the cushion/water storage room before taking your seat and turn off the radio until intermission. During the show please sit in the Right or Left Overflow to address potential needs

9 of patrons. Bring a flashlight. Keep flashlight beam pointed down being careful not to shine on other patrons. If staying for the remainder of the show, please return to an open seat at the top of the house or in the Right or Left Overflow just prior to the show starting. If leaving after intermission, come back up to the top of the house (using the same exits as the Left and Right Overflow volunteers rather than aisles 1 and 4) after the second Act starts and return your vest and flashlight (if applicable). Turn off your radio after intermission and return it to a charge station in the House Manager s closet before you leave. INTERMISSION: Turn your radio on and return to the bottom row cut outs (in front of the stage near aisles 2 and 3). Keep patrons off the stage and assist in any other way. ELA = Exit Lane Attendant (3 POINTS) Location: Entrance to the Exit Lane Check-in time: 1 Hour Before Show Time 1. Set up stanchions for Exit Lane in theatre as directed by the Box Office Agent or House Manager.. 2. House Manager will give you a hand stamp to use as guests exit. Let guests know they need to re-enter through the Exit Lane to show their stamped hand or ticket. 3. Advise patrons that there are 5 ticket lanes at the gate and that each person should have their own ticket. 4. Contact a House Manager for medical emergencies, spills, or issues with prohibited items. 5. Remain at this position for 15 minutes after the show begins until all but one of the scanners are taken back to the Box Office. 6. INTERMISSION: Remain at the gate to answer questions and direct patrons to restrooms and Concessions, or if needed, help Ticket Takers with the women s restrooms on the plaza. OFL = Overflow Usher Left (3 POINTS) Location: Stand at the Entrance to the Overflow Seating Area (O row) Check-in time: 1 Hour Before Show Time 1. Approximately 30 minutes before the gates opens, put out orange Premium Area seat cushions that are located in the cushion/water storage room off stage left. Put

10 cold waters from the fridge in the seat cushion water holder. 2. Box Office staff will set out green cushions in the theatre for VIP guests that volunteers need to add a cold water bottle to the seat cup holder. 3. Make sure overflow seats are clean and in order. 4. Take a tote of playbills down front for patrons who many request them. 5. Help people find their seats. Remind them to sit in their assigned seats, especially on busy and sold- out nights. 6. Keep people off the stage, rocks and nearby set pieces. Only authorized employees with name badges are allowed past the Left Overflow ticket scanner and into the theatre. All other guests need tickets. 7. Make announcements to the Overflow and VIP groups as needed. 8. Contact a House Manager via radio (which a Bottom Row volunteer will have) for seating concerns, medical emergencies, spills, or issues with prohibited items. 9. During the show, please sit in the Left Overflow to address potential needs of patrons. 10. If staying for the show after intermission, please return to an open seat at the top of the house or in the Right or Left Overflow just prior to the show starting. If leaving after intermission, come back to the top of the house (using the pathway that exits to the VIP Lounge rather than aisle 1) when the second Act starts and return your vest and flashlight (if applicable). 11. Bring a flashlight. Keep flashlight beam pointed down being careful not to shine on other patrons. 12. INTERMISSION: Remain at the Left Overflow area to keep patrons off the stage and assist in an other way. Volunteers will need to enter and exit the Overflow Left area from the pathway that exits to the VIP Lounge and elevator. Please DO NOT go up Aisle 1 to exit the theatre. OFR = Overflow Usher Right (3 POINTS) Location: Stand in Front of the Overflow Seating Area Check-in time: 1 Hour Before Show Time 1. Approximately 30 minutes before the gate opens, put out orange Premium Area seat cushions that are located in the cushion/water storage room off stage left. Put cold waters from the fridge in the seat cushion water holder. 2. Box Office staff will set out green VIP cushions in the theatre for volunteers to add a

11 cold water bottle to the seat cup holder. 3. Make sure overflow seats are clean and in order. 4. Take a tote of playbills down front for patrons who many request them. 5. Help people find their seats. Remind them to sit in their assigned seats, especially on busy and sold-out nights. 6. Keep people off the stage, rocks and nearby set pieces. Only authorized employees with name badges are allowed through the rock doorway leading backstage. 7. Make announcements to the Overflow and VIP groups as needed. 8. Contact a House Manager via radio (which a Bottom Row volunteer will have) for seating concerns, medical emergencies, spills, or issues with prohibited items. 9. During the show, please sit in the Right Overflow to address potential needs of patrons. 10. If staying for the show after intermission, please return to an open seat at the top of the house, or in Right or Left Overflow just prior to the show starting. If leaving after intermission, come back up to the top of the house using the staff staircase, past aisle 4 (do not go up aisle 4 to exit the theatre) when the second Act starts and return your vest and flashlight (if applicable). 11. Bring a flashlight. Keep flashlight beam pointed down being careful not to shine on other patrons. 12 : INTERMISSION: Remain in the Right Overflow area to keep patrons off the stage and assist in any other way. Volunteers will need to enter and exit the Right Overflow area from the farthest staircase, past aisle 4. Please DO NOT go up aisle 4 to exit the theatre. PA-1 = Plaza Attendant 1 (3 POINTS) Location: Area Around the Top of the Main Stairs/East Plaza Check-in time: 1 Hour Before Show Time Welcome patrons. Inquire as to whether children under 3 are participating in ShowCare. Direct patrons to Concessions, Snow Canyon Cafe, Gift Gallery, Box Office, Will-Call, ShowCare, VIP Lounge, wheelchair ramp, elevator, restrooms, donation boxes, pre-show dinner, and plaza entertainment. Smokers are to be sent to the bottom of the runnel at street level where ashtrays are available by the wheelchair ramp. Advise patrons needing extra time to get to their seats to report at the gate 10

12 minutes before it opens (40 minutes before show time) for early entry. Watch for glass and alcohol, especially if patrons are carrying coolers, and advise that neither is allowed in the theatre. Alcohol is not allowed on the premises. Verify that wheelchair or disabled patrons do not have seats they cannot access. They may use the elevator if their seat is located close to Left Overflow or they can walk easily to their seat from Left Overflow. Send patrons to the Box Office for seating concerns (if you become aware of any) and contact a House Manager for medical emergencies, spills, or issues with prohibited items. Patrons may sit around water feature on plaza, but should not be walking or crawling on it. Politely ask patrons to stop if doing so. Advise patrons that there are 5 ticket lanes at the gate and that each person should be holding their own ticket. Beginning approximately 10 minutes before the show is scheduled to start and continuing until show time, remind patrons of how many minutes they have before the show begins. DO NOT interrupt patrons standing in a Concessions line. Answer questions from patrons regarding: Plaza entertainment Back stage Tours Seating issues Show times, dates, lengths, intermission Gift Gallery, Snow Canyon Cafe, and Concessions hours ATM location (Gift Gallery) Meet & Greet after the show VIP Lounge Premium Package Season Ticket Holders Remain on the plaza for 15 minutes after the show starts to assist the inevitable late arrivals. INTERMISSION: Remain in area, assist as needed and point guests in the right direction. Assist patrons with the ShowCare monitor on the plaza if needed. PA-2 = Plaza Attendant 2 (3 POINTS) Location: Shuttle Drop Off Area/West Plaza West of ShowCare Check-in time: 1 Hour Before Show Time

13 Keep shuttle pathway clear of patrons so drivers can arrive and depart safely in the turnaround area. Welcome patrons getting off shuttles and inform them that the shuttle pick-up after the show will be outside ShowCare. Encourage those who can walk down after the show to do so and tell them where the ramp is located. Inquire whether children appearing to be under 3 are participating in ShowCare. Direct patrons to Concessions, Snow Canyon Cafe, Gift Gallery, Box Office, Will-Call, ShowCare, VIP Lounge, wheelchair ramp, elevator, restrooms, donation boxes, pre-show dinner, and plaza entertainment. Smokers are to be sent to the bottom of the runnel at street level where ashtrays are available by the wheelchair ramp. Answer questions from patrons regarding: Plaza entertainment Backstage tours Seating issues Show times, dates, lengths, intermission Gift Gallery, Snow Canyon Cafe, and Concessions hours ATM location (Gift Gallery) Meet & Greet after the show VIP Lounge Premium Package Season Ticket Holders Verify that wheelchair or disabled patrons do not have seats they cannot access. They may use the elevator if their seat is located close to Left Overflow or they can walk easily to their seat from Left Overflow. Advise patrons needing extra time to get to their seats to report at the gate 10 minutes before it opens (40 minutes before show time) for early entry. Watch for glass and alcohol, especially if patrons are carrying coolers, and advise that neither is allowed in the theatre. Alcohol is not allowed on the premises. Send patrons to the Box Office for seating concerns (if you become aware of any) and contact a House Manager for medical emergencies, spills, or issues with prohibited items. Beginning approximately 10 minutes before the show is scheduled to start and continuing until show time, remind patrons of how many minutes they have before the show begins. DO NOT interrupt patrons standing in a Concessions line. Remain on the plaza for 15 minutes after the show starts to assist the inevitable late arrivals.

14 INTERMISSION: Roam the plaza area outside the Gift Gallery to answer questions and help guests as needed. Assist patrons with the ShowCare monitor on the plaza if needed. PA-2ELV = Plaza Attendant 2 Elevator (3 POINTS) Location: Entrance to ShowCare/Elevator/Cement Stairs Check-in time: 1 Hour Before Show Time Inquire whether children appearing to be under 3 are participating in ShowCare. Direct patrons to Concessions, Snow Canyon Cafe, Gift Gallery, Box Office, Will-Call, ShowCare, VIP Lounge, wheelchair ramp, elevator, restrooms, donation boxes, pre-show dinner, and plaza entertainment. Smokers are to be sent to the bottom of the runnel at street level where ashtrays are available by the wheelchair ramp. Send those with Premium Package Season Tickets to the VIP Lounge located in the new dance studio under the cafe. It is open 1 hour before showtime and during intermission. It can be accessed either by the elevator, the stairs located just outside ShowCare, or the stairs off the cafe patio. If necessary, escort patrons down the elevator and to the walkway at the rear of the building. Answer questions from patrons regarding: Plaza entertainment Backstage tours Seating issues Show times, dates, lengths, intermission Gift Gallery, Snow Canyon Cafe, and Concessions hours ATM location (Gift Gallery) Meet & Greet after the show VIP Lounge Premium Package Season Ticket Holders 5. Verify that wheelchair or disabled patrons do not have seats they cannot access. They may use the elevator if their seat is located close to left overflow or they can walk easily to their seat from left overflow. If necessary, escort patrons down the elevator and to the walkway at the rear of the building. 6. Advise patrons needing extra time to get to their seats to report at the gate 10 minutes before it opens (40 minutes before show time) for early entry. 7. Watch for glass and alcohol, especially if patrons are carrying coolers, and advise

15 that neither is allowed in the theatre. Alcohol is not allowed on the premises. 8. Send patrons to the Box Office for seating concerns (if you become aware of any) and contact a House Manager for medical emergencies, spills, or issues with prohibited items. 9. Beginning approximately 10 minutes before the show is scheduled to start and continuing until show time, remind patrons of how many minutes they have before the show begins. DO NOT interrupt patrons standing in a Concessions line. 10. Remain on the plaza for 15 minutes after the show starts to assist the inevitable late arrivals. 11. INTERMISSION: Please be in your location and help guests as needed. PA-3GG = Plaza Attendant 3 Gift Gallery (3 POINTS) Location: Front Door of the Gift Gallery Check-in time: 1 Hour Before Show Time Stand inside the entrance of the Gift Gallery welcoming guests as they come in, answer questions and direct them to the appropriate place. Stay in the Gift Gallery area and make contact with each patron. Notify Gift Gallery clerk/manager of any situation where you feel there is theft involved. Direct patrons to Concessions, Snow Canyon Cafe, Box Office, Will-Call, ShowCare, VIP Lounge, wheelchair ramp, elevator, restrooms, donation boxes, pre-show dinner, and plaza entertainment. Smokers are to be sent to the bottom of the runnel at street level where ashtrays are available by the wheelchair ramp. Beginning approximately 10 minutes before the show is scheduled to start and continuing until show time, remind patrons of how many minutes they have before the show begins. DO NOT interrupt patrons checking out merchandise. Answer questions from patrons regarding: Plaza entertainment Backstage tours Seating issues Show times, dates, lengths, intermission Gift Gallery, Snow Canyon Cafe, and Concessions hours

16 ATM location (Gift Gallery) Meet & Greet after show VIP Lounge Premium Package Season Ticket Holders Advise patrons needing extra time to get to their seats to report to the gate 10 minutes before it opens (40 minutes before show time) for early entry. Watch for glass or alcohol, especially if patrons are carrying coolers, and advise that neither is allowed in the theatre. Alcohol is not allowed on the premises. Remain in the Gift Gallery area 15 minutes after the show starts to assist as needed. INTERMISSION: Remain at your location in the Gift Gallery helping patrons as needed. PA-3CP = Plaza Attendant 3 Cafe Patio (3 POINTS) Location: Cafe Patio Check-in time: 1 Hour Before Show Time 1. Stand by the double glass doors in the cafe patio area to greet guests, answer any questions and direct them to where they need to go. 2. Direct patrons to Concessions, Gift Gallery, Box Office, Will-Call, ShowCare, VIP Lounge, wheelchair ramp, elevator, restrooms, donation boxes, pre-show dinner, and plaza entertainment. Smokers are to be sent to the bottom of the runnel at street level where ashtrays are available by the ramp. 3. Answer questions from patrons regarding: Plaza entertainment Backstage tours Seating issues Show times, dates, lengths, intermission Gift Gallery, Snow Canyon Cafe, and Concessions hours Meet & Greet after show VIP Lounge Premium Package Season Ticket Holders 4. Advise patrons needing extra time to get to their seats to report to the gate 10 minutes before it opens (40 minutes before show time) for early entry.

17 INTERMISSION: Please have a House Manager show you where the light switch and button are located to turn on the patio lights and open the Gift Gallery blinds. Turn out the lights and close the blinds after intermission. SD = Shuttle Driver (6 POINTS) Location: Street Level Left of the Pedestrian Path Check-in time: 2 Hours 15 Minutes Before Show Time Obtain shuttle keys and one radio from the House Manager s closet and drive the shuttles down from the plaza loaded with the folding chairs and green cones that can be found by the wall outside ShowCare. Park shuttles in the designated pick up areas and always park off the street. Advise patrons boarding the shuttles that they will be dropped off after the show at this same location. Shuttle patrons up to the plaza before the show. PLEASE DRIVE CAUTIOUSLY and WATCH YOUR SPEED! Advise patrons to remain seated until permission is given to unload. Always get off the shuttle before loading and unloading patrons. Restrict the number of passengers per seat to 2 adults. All passengers must fit within the seat. Direct patrons to the: Box Office for ticket pick-up or purchase, dance studio for pre-show dinner, Gift Gallery, Snow Canyon Cafe, wheelchair ramp, or elevators as needed. When not driving, greet patrons and specifically watch for those in need of shuttle service. Assist patrons in getting on and off the shuttle as necessary. When not driving, help direct pre-show traffic as needed. Contact a House Manager via radio (channel 1) for medical emergencies, spills, or issues with prohibited items. At least one driver with the radio should remain down front 15 minutes after the show starts to accommodate the late arrivals. The other driver loads the chairs and takes them to the plaza west of ShowCare for use after the show. During the show, park shuttles near the picnic tables or fence by ShowCare. Leave the keys in the shuttles so they can be used by employees or security if needed. Plug into chargers if needed. End of show: One shuttle driver should be in the shuttle loading area (west of

18 ShowCare by the picnic tables) 10 minutes prior to the end of the show to shuttle patrons who leave early. The other shuttle may have to pick up cast after the show and cart them back up to the Meet & Greet. Ask a House Manager where this pickup location will be. Shuttle drivers should begin their turn by going through the pillars and completing their turn before reaching the ShowCare play area building. Cones will be lined up at the corner of the ShowCare building to mark the shuttle pick up location. Park the shuttle parallel to the cones for easy passenger loading. Shuttle patrons down to the valet and pedestrian crossing areas after the show, drop them off and return to the plaza as quickly/safely as possible. Please be mindful of valet, buses and guests during this busy time. After the last shuttle drop, one driver is responsible for loading up the 6 green traffic cones from the pedestrian path. Please leave the traffic cones on your shuttle to be used the next night. Guests are FIRST priority. Make sure every guest is taken down before we take the cast back to the green room after Meet & Greet is over. IF the cast is done before our shuttle line is, the cast can wait or they can walk back to the green room. After every guest has been taken down, plug shuttle into a charger for the night, return shuttle keys, vest (if applicable) and radio to the House Manager s closet. Place radio in the charger. INTERMISSION: One shuttle needs to be available in case a patron chooses to leave early. Turn your radio on (channel 1) and listen for a call in case you are needed. SD/A = Seating Director/Assist (3 POINTS) Location: Feet Behind the Ticket Attendants Check-in time: 1 Hour Before Show Time Approximately 30 minutes before the gate opens, take the First-Aid cart and house wheelchairs from the House Manager s closet and place them next to the wall in front of aisle 1. Retrieve the AED from the administration office and place it on the table/chair against the wall just inside the double doors (that lead to the House Manager s closet). Go to the gate 10 minutes before it opens and assist wheelchair and other disabled patrons (that need extra time) to their seats. Ask patrons if you can help them find their seats. Direct them to the correct aisle. (It is repetitive, but that's the job.) Many patrons will not ask for help, but will

19 respond when asked. Specifically watch for patrons who are staring at their tickets or otherwise look confused and ask them if they need assistance finding their seats. Watch for disabled patrons and walk them to their seats. This is important because for row FF seats you need to verify that their assigned seat is not occupied. Wheelchairs may be left against the back wall of the theatre; walkers may be left against the back wall or behind one s seat in FF row if there is adequate room. Disabled patrons occasionally have inappropriate seats and need to be reassigned. Refer them to the House Manager (usually near aisle 1). If a house manager is unavailable, have the Box Office agent page them on the radio. Watch for large coolers and strollers. Make sure patrons know that they must set these against the concrete wall near aisle 1. Small coolers are allowed as long as they fit under the seat Watch for glass and alcohol, especially if patrons are carrying coolers. Advise that neither is allowed in the theatre. Alcohol is not allowed on the premises. Contact a House Manager for seating concerns, medical emergencies, spills, or issues with prohibited items. Direct patrons who are leaving the theatre to the Exit Lane. Remain at your position 15 minutes after the show starts to assist with the inevitable late arrivals. Bring a flashlight as it will be needed to read tickets and help seat patrons. INTERMISSION: All SD/A volunteers go to the high school restrooms during intermission only if the house count warrants it. Please stay on the top level of the high school. Direct traffic to restrooms and monitor inside. If rest rooms are not being used that night, stay on the plaza and direct patrons as needed. SHD = Shuttle Director (3 POINTS) Location: Street Level Left of the Pedestrian Path Check-in time: 2 Hours 15 Minutes Before Show Time 1. Retrieve stop sign, flashlight wand and safety vest from the House Manager s closet. Return those items after the show begins and report to a House Manager before leaving. 2. Assist with unloading and setting up chairs for shuttle patrons. Assist the shuttles so they can safely enter and exit the loading area. 3. Assist the Street Level Greeters (SLG) in moving the traffic safely through the pedestrian crossing, past the shuttle loading zone (Northwest side of the pedestrian

20 path) and to the passenger drop-off areas on either side of the pedestrian path on the road. 4. Advise patrons of shuttle services and point out wheelchair ramp and high school elevator alternatives if appropriate. 5. Organize patrons for when the shuttles return from the plaza and assist patrons in getting on shuttles when the Shuttle Drivers need additional assistance. 6. Assist the SLGs with pedestrian traffic that flows back to the parking lot after events at the high school and at the end of pre-show entertainment. 7. If traffic congestion at valet backs up and blocks the road and pedestrian crossing so that the shuttles, buses and cars cannot get through, then direct traffic at the valet drop-off area until the congestion is alleviated. 8. Assist the SLGs in answering questions for those patrons dropped off and those coming from valet. 9. After the show starts, help load the chairs back on the shuttle for storage next to ShowCare. 10. Take direction from the SLGs as needed to better coordinate pedestrian/traffic flow. 11. INTERMISSION: No duties. SLG = Street-Level Greeter (3 POINTS) Location: Street Level in and Around the Pedestrian Path Check-in time: 2 Hours 15 Minutes Before Show Time Retrieve stop signs, flashlight wands, and safety vests from the House Manager s closet; return these items after the show begins. Retrieve one radio from the storage closet and turn it on (set to channel 1). Set up green cones in the pedestrian path area. Check trash container down front and notify maintenance if it needs to be emptied. Welcome patrons. Inquire as to whether children appearing to be under 3 are participating in ShowCare. Direct patrons to Box Office, Will-Call, Concessions, Snow Canyon Cafe, ShowCare, VIP Lounge, Gift Gallery, pre-show dinner, restrooms, and plaza entertainment. Advise smokers of ashtrays located next to the wheelchair ramp. Advise patrons of shuttle services and point out wheelchair ramp and school

21 elevator alternatives if appropriate. Assist Shuttle Director if needed to organize patrons for when shuttle returns from plaza and assist patrons in getting on shuttles as needed. Advise patrons with "Print-at-Home" tickets that they DO NOT need to go to the Box Office unless they just printed their receipt and not all of their tickets. Verify that wheelchair or disabled patrons do not have tickets for seats they cannot access. If so, refer them to the Box Office. Watch for glass and alcohol, especially if patrons are carrying coolers, and advise that neither is allowed in the theatre. Alcohol is not allowed on the premises. Send patrons to the Box Office for seating concerns (if you become aware of any) and contact a House Manager via radio for medical emergencies, spills, or issues with prohibited items. Answer questions and assist bus drivers, tour operators and patrons regarding: Accessible parking Plaza entertainment Backstage tours Seating issues Show times, dates, lengths, intermission ATM Location (Gift Gallery) Gift Gallery, Snow Canyon Cafe, and Concessions hours Meet & Greet after the show VIP Lounge Premium Package Season Ticket Holders Help direct pre-show traffic so the shuttle drivers can get turned around and assist those dropping off patrons as needed. Accommodate the needs of the pedestrians and vehicles as best you can. Communicate with drivers and patrons when necessary. USE GOOD JUDGMENT and COMMON SENSE. Politely remind patrons walking up the runnel stones that they should refrain from doing so. Beginning approximately 10 minutes before the show is scheduled to start, remind patrons of how many minutes they have before the show begins. Continue to do this up until show time. Remain in position 15 minutes after the show starts to assist the inevitable late

22 arrivals. When done, pass the radio to a shuttle driver, return items to the House Manager s closet, and report to a House Manager before you leave. INTERMISSION: No duties. TA = Ticket Attendants (3 POINTS) Location: Inside the Theatre Gate Check-in time: 1 Hour Before Show Time Set up stanchions as directed by the Box Office Agent to define ticket lines. About 15 minutes before the gate opens, a Box Office agent will bring you a scanner and go over the info you will need for the night. Once the show begins, the Box Office agent will take all but one scanner back to the Box Office. The last scanner will be taken back to the Box Office by a volunteer after the Gate Schedule listed below has been completed. Open gate all the way when directed by House Manager. Scan the bar code and check tickets. Patrons may use their smartphones as a ticket. Just scan the bar code on their screen. All patrons must have a ticket. Return tickets to patrons. Don't tear or keep ticket stubs. Notify the Box Office agent if a ticket scans RED. Children under 3 are NOT allowed in the theatre. Alert the Box Office agent or a House Manager to handle the situation directly with a patron. Contact a House Manager for medical emergencies, spills, or prohibited items. All Ticket Attendants will remain at the gate for 15 minutes after show time. Following the GATE SCHEDULE below, one Ticket Attendant must remain at the gate for 15-minute intervals to scan the tickets of late arrivals: INTERMISSION: Women s restroom. Set up and take down stanchions at the women s restroom prior to and following intermission and help with traffic flow in the restroom. GATE SCHEDULE ASSIGNMENT June-August September October TA-1 9:00-9:15 8:15-8:30 7:45-8:00

23 TA-2 9:15-9:30 8:30-8:45 8:00-8:15 TA-3 9:30-9:45 8:45-9:00 8:15-8:30 TA-4 9:45-10:00 9:00-9:15 8:30-8:45 TA-5 10:00-10:15 9:15-9:30 8:45-9:00 TA-LO = Ticket Attendant Left Overflow (3 POINTS) Location: Overflow Stand at the Entrance (Closest to the VIP Lounge) to the Left Check-in time: 1 Hour Before Show Time Get your scanner from a Box Office agent at the entrance gate 15 minutes before showtime. Scan tickets for guests who use the elevator, come up the walkway, and enter on Row O. Everyone MUST have a ticket that comes through your line. Wheelchairs/walkers may be parked under the bleachers of Left Overflow. Contact a House Manager for medical emergencies, spills, prohibited items, or ticket issues. Bottom Row and VIP Lounge volunteers have radios. Stay in position during the first 15 minutes to catch the late patrons. After that, please sit in a chair in Left Overflow for the rest of Act 1 and watch for late patrons or any patron that may need assistance. 7. INTERMISSION: Stand at post, direct patrons to the VIP lounge, and answer questions. VIP-L = VIP Lounge (3 POINTS) Location: VIP Lounge Door Check in time: 1 Hour Before Show Time Pick up your VIP list for the night from a House Manager and a radio from the House Manager s closet. You may need to help finish set up of the VIP Lounge tables, chairs, velvet ropes, clean up, and turn music on. SMILE, BE COURTEOUS, HELPFUL, and POLITE! Check everyone s ticket/card or make sure they are on the VIP list. Lounge use is for VIPs (on the list) and Premium Package Season Ticket Holders

24 ONLY. Guests in their party are allowed to join them. Let the guests know there is only one enter/exit door, which enters/exits from the outside walkway and is located on the far end of the lounge (closest door to the theatre). Guests may lounge and enjoy their snacks inside the VIP Lounge before the show and during intermission. They may also use the restrooms. Ten minutes before showtime, kindly let the guests know the show will be starting soon if they would like to take their seats. Answer any questions they may have. Contact a House Manager on radio for any emergency, concern or question. INTERMISSION: Stand at the door during the entire intermission. Check tickets and guest list to let VIP/Premium Package Season Ticket holders into the Lounge. After intermission return list to House Management. Maintenance will clean up tables/chairs, etc. LATE ASSIGNMENT RESPONSIBILITIES (Alphabetical Order) (From Check-in Time Through End of Show) BRT = Bottom Row Theatre (2 POINTS) Location: Theatre Left Overflow Until the Show is Over, Then Work the Entire Check-in time: 30 Minutes BEFORE End of Show Make your way via the VIP walkway to the Left Overflow area and remain there until after the music director has been recognized. Stay in the theatre until all patrons have exited safely. Remember, you are the House Manager's eyes and ears. Watch for patrons who may want to exit via the stage. Patrons may exit the theatre out O row and between overflow seating and up the walkway. If necessary, one BRT volunteer should help retrieve wheelchairs/walkers from under the Left Overflow bleachers. Per House Manager's permission, occasionally there may be patrons who wait in the theatre for a shuttle ride to the plaza (via the stage). This is only done after the theatre has emptied and a shuttle becomes available. Notify a House Manager if you think a patron has been forgotten. This request is only authorized through our CEO Kevin Smith. We DO NOT otherwise give guests rides off the stage from our shuttle. After patrons have exited the bottom rows of the theatre, collect orange seat

25 cushions from the premium seating area and return them to the cushion/water storage room off stage left. Remove playbills and other paper trash from the seat cushion pocket and drop on the floor. Remove water bottles from the seat cushion holders and leave opened bottles on the floor. Sealed/unopened water bottles may be returned to the refrigerator in the cushion/water storage room (be sure they are sealed/unopened). Collect any other VIP orange cushions throughout the theatre and return them to the storage room. Collect any green seat cushions from throughout the theatre and return them to the seat cushion rental kiosk on the plaza. Sort through the rental seat cushion bin for orange cushions and take them down to the offstage storage room. Fill the metal rental cushion tree on the plaza with green cushions. Be sure that Rental is facing out so patrons can see that they are rentals. After the plaza has sufficiently thinned out, return the First Aid cart and wheelchairs to the House Manager s closet. Return the AED to the administration building and set it in the corner on the floor inside the door. MG = Meet & Greet (2 POINTS) Location: Plaza As Determined By the Set Up of the Stanchions Check-in time: 30 Minutes BEFORE End of Show Once intermission has ended, set up the Meet & Greet area signs and stanchions as directed by the House Manager. One assistant stands at the entrance to the Meet & Greet to control the number and flow of persons entering the greeting area to keep it moving smoothly and efficiently. The other stands at the Meet & Greet exit and ushers patrons out. Watch for patrons attempting to enter the greeting area from somewhere other than the entrance. May take photos as requested by patrons; please advise patrons that neither you, nor Tuacahn, is responsible if camera is damaged. Remain in position until the last patrons have entered the greeting area. Then take down the stanchions and move them to the designated storage area. PT = Plaza Traffic (2 POINTS) Areas Location: The Walkway Between the Gift Gallery and Meet & Greet Check-in time: 30 Minutes BEFORE End of Show Ten minutes before the show ends stand in the walkway between the Gift Gallery and Plaza Meet & Greet area. Patrons will use this walkway mostly for picking up their child from ShowCare, getting in line for the shuttle, and entering the Gift

26 Gallery. As patrons pick up their children from ShowCare, direct them to continue to exit around the Meet & Greet area and connect with other patrons leaving the theatre on the plaza. To assure the privacy and security of the actors, do not let ShowCare families exit through the picnic tables and grass area and down the stairs onto the plaza behind Meet & Greet. They must exit down the walkway in front of the Gift Gallery and in front of the Meet & Greet area. Help with any guest problems on the plaza. Interact and ask guests how their night was. Contact a House Manager if there is an issue you cannot resolve. Thank guests for coming to the show and invite them to come again! SHA-D = Shuttle Assist Direct (2 POINTS) Location: On the Walkway in Front of the Gift Gallery and Cafe Area Check-in time: 30 Minutes BEFORE End of Show 1. After intermission, set up the green folding chairs that are kept against the wall on the west side of the ShowCare entrance. Set these chairs up in a row across the walkway starting from the corner of the ShowCare building in line with the ShowCare lettering and under the light. This will serve as a barrier so patrons coming out of ShowCare do not turn right and cross into the shuttle loading area. 2. Pick up the two green Shuttle Line Here signs from the House Manager s closet. Place one on a pillar outside the theatre and hold the other high so it is easily visible! DIRECT patrons to the shuttle. 3. After the last load of patrons has left, take down the green folding chairs and leave them up against the west side of the ShowCare wall and return the signs. SHA-L = Shuttle Assist Load (2 POINTS) Location: On the Walkway West of ShowCare Check-in time: 30 Minutes BEFORE End of Show 1. After intermission, set up the green folding chairs that are kept against the wall on the west side of the ShowCare entrance. Set these chairs up in a row across the walkway starting from the corner of the ShowCare building in line with the ShowCare lettering and under the light. This will serve as a barrier so patrons coming out of ShowCare do not turn right and cross into the shuttle loading area. 2. LOAD patrons onto the shuttle in a safe and orderly manner. Watch for patrons attempting to load out of turn. Advise them as to where they will be dropped off. 3. Be mindful of elderly and disabled patrons who are unable to stand in line and help

27 them to a seat to wait their turn. 4. After the last load of patron has left, take down the green folding chairs and leave them against the west side of the ShowCare wall. 5. If a patron has used a house wheelchair to get to the shuttle, return the wheelchair to the House Manager s closet after the last load of patrons has left. TC-HS = Traffic Control, High School (2 shifts) Location: Intersection at the Bottom of the Hill by the High School Check-in time: 30 Minutes BEFORE End of Show About 20 minutes prior to the end of the show, retrieve safety vest, flashlight wand, and stop sign from the House Manager s closet. Stop vehicular traffic as necessary at the intersection at the bottom of the hill by the high school to allow shuttles to more safely get through. Be especially aware of the valet drivers. DO NOT allow vehicles to block the intersection. Once traffic has subsided sufficiently and the shuttles have brought all patrons down from the plaza, return safety vest, flashlight wand, and stop sign to the House Manager s closet. TC-PP = Traffic Control Pedestrian Path (2 shifts) Location: Pedestrian Path at Street Level Check-in time: 30 Minutes BEFORE End of Show 1. About 20 minutes prior to the end of the show, retrieve safety vest(s), flashlight wand(s), and stop sign(s) from the House Manager s closet. 2. Set up cones to restrict vehicles from crossing the pedestrian path. 3. After about minutes, or as dictated by traffic/pedestrian flow, take down the cones. 4. Stop traffic and/or pedestrians as needed at the pedestrian crossing to assist the shuttles in getting turned around in the street and to assist the bus drivers in safely exiting through the entrance area. 5. Accommodate the needs of the pedestrians and vehicles as best you can. Communicate with drivers and patrons when necessary. USE GOOD JUDGMENT and COMMON SENSE. 6. Once pedestrian traffic has subsided sufficiently and the shuttles have brought all patrons from the plaza, stack green cones and put them on the shuttle for transport to the plaza. Return safety vests, flashlight wands, and stop signs to the House