CARNIVAL STUDIO THEATER (CST) TRAINING MANUAL

Transcription

1 CARNIVAL STUDIO THEATER (CST) TRAINING MANUAL 1

2 2 TABLE OF CONTENTS YOUR MANAGEMENT TEAM 3 PERFORMANCE PROTOCOL 4 BEST PRACTICES PRE-PERFORMANCE BRIEFINGS SECURITY PROTOCOLS CONDUCT POLICY TICKET TAKING BOX OFFICE OPENING THE HOUSE LOADING THE HOUSE LATE SEATING INTERMISSIONS THE KISS GOODNIGHT POLICIES 11 GENERAL ARSHT CENTER POLICIES ARSHT CENTER MEMBERSHIP AMERICAN DISABILITIES ACT (ADA) GUIDELINES /POLICIES TICKET EXAMPLES 16 ARSHT CENTER SITE MAP 20

3 3 Your Management Team Name Title Phone Alice Fifelski Theater Manager Neal Hoffson House Manager Rodolfo Mendible House Manager Matt Ashley House Manager Nicole Smith Volunteer Services Manager Alice Fifelski Neal Hoffson Rodolfo Mendible Nicole Smith Matt Ashley

4 CST PERFORMANCE PROTOCOL Usher Best Practices: Know the Center & specific locations of elevators, box offices, tiers, restrooms, water fountains, ATM machines, concessions, green rooms, patron s salons, and internal House directions. Keep in mind that your first priority is to assist guests, NOT TO WATCH A PERFORMANCE All breaks need to be approved by House Manager Ushers may not occupy any guest seat inside the house before, during or after the performance Ushers may not approach the concession stations to request food or beverages at any time Ushers bring & maintain their own approved flashlights Ushers shift is considered over only when dismissed by the House Manger REMEMBER TO USE YOUR BEST JUDGEMENT IN EVERY SITUATION 4 Carnival Studio Theater Layout & Notes CST is a General Admission theater The only exceptions are Reserved (blue seat covers) and Season Subscriber (red seat covers) seating o Reserved seats are usually VIP seats, selected by the production company or box office o Subscriber seats are seats held for subscribers of a particular series (e.g. Theater Up Close) There are two entrances to the CST, one House Right and one House Left The Box Office for CST is located in the Lobby of the CST Seating is provided for ushers along the sides of the inside of the house PRE-PERFORMANCE BRIEFINGS CUE SHEETS AND ASSIGNMENTS Ushers report to the Center for the time listed on the confirmation for that performance. Ushers Assignments and cue sheets with show details will be distributed at the briefing NEW SECURITY PROCEDURES-SECURITY ENTRY CHECK POINTS INSPECTIONS/BAG CHECKS The safety and security of all Arsht Center guests is our top priority. All patrons entering the premises, ZBOH- KCH-CST, for an event will be subject to bag checks and inspection by hand-held metal detector. Theatergoers may be asked to open bulky outerwear, such as jackets, prior to entering. Guests found in possession of prohibited items, including weapons, will be asked to immediately remove the items from the premises.

5 5 PROHIBITED ITEMS Guests are prohibited from bringing the following items onto the premises: Cameras and recording devices (other than phones) Illegal drugs Animals (except service animals) Weapons (including knives and pepper spray) Any items that may be deemed disruptive to the performance Outside Food and Beverage (except for one sealed water bottle per person) The inspection is conducted for the safety of our guests, performers, employees and volunteers. The security personnel will conduct their inspections with respect toward the guest's dignity and rights. Under no circumstance shall the inspections be conducted in a discriminatory manner or pattern. Entry to the premises will be denied to any guest that refuses consent to such an inspection or who possesses any illegal, dangerous or harmful items. Guests that exit the premises during intermission(s) must be fully inspected again before re-entering. There is NO ACCESS to the building through any doors that do not have attended Security screening checkpoints in place.

6 6 CONDUCT POLICY The following list includes, but is not limited to, actions, behavior and/or causes that will entitle the Adrienne Arsht Center to remove a person from the premises and as with all policies they are subject to change at the sole discretion of the Adrienne Arsht Center. The Adrienne Arsht Center's Management reserves the right to add, modify, or delete the following with or without notice: No animals are allowed except seeing/hearing animals, as defined under titles II and III of the Americans with Disabilities Act. Failure to move from a seat for which a guest doesn't possess a valid ticket for, on ticketed events. Public intoxication. Possession and/or use of illegal drugs. Throwing any object as a projectile, spitting, or the use of laser pointers. Fighting or threats to fight or other belligerent conduct. Verbal threats of violence towards staff, artist, vendors, or other guests. Offensive or profane language and/or lewd, disruptive, or disturbing conduct. Bringing outside food or drink into the premises. Sale, attempted use, or possession of fraudulent, invalid or stolen tickets on the premises. Smoking anywhere inside the buildings. Destruction, vandalism, theft and/or abuse of the property of others or the property or premises of the Adrienne Arsht Center. Repeated refusal to cooperate with security, staff or public safety officials. Unsafe, uncontrolled, and/or belligerent behavior making it unsafe or disturbing for the enjoyment of others. Conduct endangering one's own safety and health. Taking videos, photographs or audio recordings. Entering without a valid ticket or credentials. Unauthorized violation of limited or restricted access areas such as stages, sound mix positions, pit seating area, and backstage and any other restricted area of the premises. Illegal, immoral or vulgar behavior. Alcohol intoxication with disruptive or unsafe behavior. Possession and/or use of any weapons BOX OFFICE The Box Office is open from 10am-6 pm, Monday through Friday & at 12-5 pm on weekends. During days when we have a performance, the Box Office will remain open until the end of the last intermission. It will be open on some Holidays. To verify hours of operation, call Before and during every performance there are Will Call windows open for Guests who need to pick up their tickets, as well as Ticket Sales & Guest Services windows. When our Resident Companies are performing they have a dedicated window e.g. FGO, MCB, NWS, MISO Ushers do not get involved with ticket issues. If there are any ticket issues, duplications, lost tickets, wrong seat, obstructed view, etc., you need to inform your House Manager immediately. Do not relocate Guests to other seats without proper authorization from your House Manager There are occasionally rush discounts on tickets when purchased in person within a set time before a performance on the day-of for students with a current form of ID. Rules for rush discounts vary by the performances to which they apply, and are not guaranteed.

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8 8 TICKET TAKING Those Ushers taking tickets will be shown all the different tickets expected. All scanners must be tested with old tickets to make sure they are working correctly All Ticket Takers & Ushers should take care to read the ticket carefully. There are several theaters/halls on the Center campus & attention should be paid to ensure the Guest is in the correct venue, as well as on the correct date & time Become familiar with sample tickets provided in Educate Yourself! Section The scanner beeping sound (Red Screen) should not be ignored it is indicating that something is wrong with the ticket. Let your House Manager know immediately The Ticket Taker must take note that each person entering has a ticket, including babies. There are no exceptions. Lap seats tickets are available for every performance at the Box Office. Lap seat tickets are usually sold at the lowest priced ticket available for that performance. The Arsht Center issued tickets should all be scanned. If a problem occurs with the scanners, tickets will be torn along the perforated end. Take the white portion on the right side of the ticket & place it into the drop box. Please ensure the portion of the ticket with the performance & seating information is given back to the Guest Always add Enjoy the performance! OPENING THE HOUSE When the lobbies are open, ticketed guests are not permitted inside the house until the correct time. Never open doors without being told by House Manager that WE HAVE THE HOUSE All doors into the theater must be staffed to avoid guests entering before house opens. Always open the inside doors first & the outside doors second Ushers work together seating guests before the performance Programs for the performance will be available in large bins either inside the doors or outside. Guests can always leave their seats, but ushers must inform guests leaving during a performance that they might not be able to re- enter immediately. LOADING THE HOUSE Ushers lead Guests to their seats by indicating which seats are available. Keep programs with you. Continue to seat guests until you are told NO MORE SEATING When the performance has already begun, assigned ushers will stand outside the doors to prevent guest entry until late seating time. Some are assigned inside the theater and will switch duties at intermission at the House Manager s discretion. Ushers assigned to positions outside must remain outside until relieved by other ushers. Ushers positioned inside are required to stay in position & stand or sit still unless assisting a guest Ushers assigned to the inside of the theater must inform House Manager of emergency situations, temperature adjustments, housekeeping needs, etc. Ushers must be discreet while entering or exiting the double doors while the performance is taking place Guests returning from the restrooms are not always kept outside. Re-entry policy varies from show to show.

9 9 LATE SEATING At the briefing, ushers are told when to allow late seating There will be a designated time when the public will not be able to enter the House once the performance has started. These Guests are called latecomers. The House Manager will be advised by the presenting company about specific rules of entry. There is no set time on late entry & the determination is made on a performance by performance basis. Ushers will be cued by the House Manager when late seating may commence. We must ensure that this process is done swiftly & quietly causing minimal disturbance to Guests already seated. Ushers should be cognizant of any Guest straying from their seat & offer assistance. This is particularly important during performances which have a brief pause between scenes/pieces Inform guests who leave during a performance of the re-seating rules before they exit the House The House Manager will be responsible for ensuring that the holds are maintained Ushers must adhere to all late seating instructions given by the House Manager at all times. No exceptions When assisting a Guest into the House for late seating, close the outside doors before opening the inside doors When assisting a Guest leaving the House, close the inside doors before opening the outside door Latecomers can view the performance on a TV monitor in the lobby. FLASHLIGHT ETIQUETTE Ushers are responsible to bring & maintain their own flashlights LED flashlights are prohibited Please greet Guests as they enter your area & then ask them to Please watch your step! If a Guest seems lost, ask May I be of assistance? Always use your flashlight during late seating When reading a ticket in the dark, hold the ticket down & make sure the flashlight is pointed towards the floor & not the Guest Shine your light on the floor to help the Guests see their way down the aisle Illuminate the steps in front of the Guest with your flashlight, as you lead them to their seat Remember to light the Guest s path more than your own. Guest safety is our responsibility Do not use flashlights to point out a Guest s seat in the dark, as you may shine the light into someone s eyes. Point the flashlight to the row entrance. DO NOT use flashlight to get the attention of a guest using cell phone, cameras, food, etc. Please do not use your flashlight to read a program or check the time during a performance Intermissions: Ushers stationed inside the house will open the doors after the bright house lights go up for intermission. House Manager will instruct ushers when to close doors at the start of the performance and at the end of intermission. Ushers are required to be at their assigned post during intermission

10 10 THE KISS GOODNIGHT When the interior house lights come up at the end of the performance, that is the usher s signal to open both sets of doors for exiting the theater. Guests may leave before the lights come up, but do not hold the doors open, out of respect for the performers. We thank and say good bye to the guests, then check for lost items. ATTENDANCE POLICY It is very difficult for a performance to run smoothly if there are not enough Ushers. Therefore, it is extremely important that all Ushers attend the events for which they have been scheduled. In the event that you are unable to attend an assigned show, it is your responsibility to call at least 24 hours in advance or as soon as possible in order for us to find a substitute. In the event of cancellation please call: Theater Manager Alice Fifelski: (786) (Office) House Manager Rodolfo Mendible: (786) (Office) House Manager Neal Hoffson: (786) (Office) House Manager Matt Ashley: (786) (Office) Alternatively, send an to housemanagers@arshtcenter.org

11 ARSHT CENTER POLICIES EMERGENCIES Staff are trained on emergency evacuation procedures for all venues. An EMT (Emergency Medical Technician) will be on duty for all performances at the Ziff Ballet Opera House & the Knight Concert Hall. AED machines are located in the main lobby of both halls. Fire alarm devices are on each floor/ in each area. Fire extinguishers are on each floor/ in each area. FOOD AND DRINK IN THE HALL The general policy is that food & drink are not permitted inside the theaters. Bottled water in plastic with a screw-top is the exception. No glass bottles or glasses should enter the house. The concession stands will display signs about permitting drink/food inside the theaters. Remember this policy can change from one night to the next. SMOKING & VAPOR DEVICES In accordance with State Law, smoking is forbidden indoors at the Center. Smoking is permitted in designated areas only. Direct guests to the smoking area. Ushers are not allowed to smoke at any time during their shift. Vapor Devices are prohibited indoors because they create the appearance of smoke, which could be a hazard. 11 CAMERAS, VIDEO & AUDIO RECORDING DEVICES, PHONES The general policy is that the use of cameras, videos & audio recording devices are prohibited inside the theaters before, during, at intermission & after performances. Staff are expected to be proactive in enforcing this policy They may be permitted in some cases such as graduations, award ceremonies Texting is allowed before the performance & at intermission. Guest must be reminded that texting is not allowed during performances & events LOST & FOUND Any lost object should be given to the Tier Leader/House Manager. After a performance all unclaimed articles are turned over to Security, nothing is kept in the performance venue. If guests have questions regarding lost and found they can call security at Their office is located by the Stage Door entrance located off of corner of NE 2nd Ave and NE 14th St BACKSTAGE ENTRY Entry to backstage is permitted by authorized personnel only. Ushers are not permitted backstage. Security Guards posted at backstage entrances check for proper credentials Guests wanting to go into the backstage area must be directed to the Stage Door entrances. ACCESS TO BRIDGE The Carnival Bridge is the connection between the Knight Concert Hall & the Ziff Ballet Opera House. To gain access to the bridge, you must be inside one of these buildings. When both halls are open, Guests may use the bridge to enter the venues. If one of the halls is closed, crossing over Biscayne Boulevard via the bridge will not be possible. Guests wanting to use the bridge to the KCH will be directed to the elevator located outside of the PFS. The bridge is located on the 2 nd floor by the entrance of BRAVA Guests wanting to access the hall across the street should be encouraged to cross Biscayne Blvd. at the 14 street crosswalk instead of using the bridge

12 12 ARSHT CENTER MEMBERSHIP (CULTURIST) What is a member? An Arsht Center member is someone who pays an annual fee to obtain different benefits based upon the level of giving from access to ticket presales to cast meet-and-greets and beyond. What is a subscriber? Subscribers are patrons who have purchased an entire package of performances in a series; often they are granted the same seat for all performances, exclusive exchange privileges, can purchase additional tickets to their package performances prior to the public on-sales, and depending on the series, may receive a discount. ADA POLICY GENERAL GUIDELINES Use handicap to refer to a barrier created by people or the environment. Use disability to indicate a functional limitation that interferes with a person s mental, physical or sensory abilities Become familiar with People First terms and language. View the Guest as a person, not as a disability. Our Center treats all visitors with respect Speak directly to the person who has a disability. If the person is with a companion, the conversation should be directed to the Guest Be patient. Some Guests with disabilities may take a bit longer to express their need(s) or to do something (i.e. retrieving a credit card from a wallet) Do not ask personal questions about the disability Do not call the Guest by their first name. You would not assume that familiarity with the general population, a disability is not a license for familiarity Ask, Do you need assistance? rather than assume the Guest needs help. Introduce yourself as a staff member & ask if you can be of service Treat a person with a disability as a healthy person. If a guest has functional limitations it does not mean that they have accompanying health problems Do not pet a service animal without asking permission. The animals are not pets; they must be alert & focused on their companions GUESTS USING WHEELCHAIRS, CRUTCHES OR CANES Speak directly to the Guest with the disability. If the person is with a companion, the conversation should be directed to the Guest Ushers do not push wheelchairs. Only the EMT on duty is allowed to push a patron in a wheelchair Do not lean or hang on a wheelchair. Sit or squat, so that you can be eye level with the person with the wheelchair. If it is going to be a prolonged conversation, it would be a good idea to get a chair so one can sit & have a direct conversation Tier Leaders will inform Ushers of designated storage area for walkers, wheelchairs, etc. Ushers have the responsibility of storing such items before the performance, retrieving them for Guests at intermission (if needed) & after the performance is over All wheelchairs & walkers must be kept outside of the House when not in use by the guest. Wheelchairs & walkers will have a tag placed on them with the name & seat location of the Guest When giving disabled Guests directions, please be sure to give the most accessible & shortest route to access in our theaters

13 GUESTS WHO ARE BLIND/VISUALLY IMPARED Introduce yourself & any other person who might be with you. Speak in your normal tone. When the conversation is concluded, let the Guest know that you are walking away Address the Guest directly, so they are aware that you are speaking to them Be aware that ancillary noise may be distracting for a person who relies so heavily on hearing Do not pet a service animal without asking permission. The animals are not pets; they must be alert & focused on their companions. Walk on the side of the person that is away from the animal Ask the Guest if they would like some assistance. If assistance is accepted, allow the person to take your arm, rather that you taking theirs If guiding the Guest, speak in a normal voice & be certain to make the Guest aware of any steps, dips in the floor grade, narrow passages & where the floor texture might change from tile to carpet. Be specific, say to your left & to your right To assist with seating, it would be helpful (with permission) to place the Guest s hand on the arm or back of the seat to help ease themselves into the chair. GUESTS WHO ARE DEAF Get the Guest s attention. Wave your hand to try to gain eye contact. If it is an emergency situation, it may be necessary to tap the Guest on the shoulder Speak directly to the Guest, not the companion or interpreter If the Guest has an interpreter with them, keep in mind that this person is the communicator between the deaf & hearing person. Do not ask the interpreter questions when they are communicating with the Guest Speak clearly & at a normal pace. Do no shout or exaggerate lip movements. Keep sentences short & to the point Be flexible with your statements. If the Guest has difficulty understanding what you are saying, try to rephrase your statement. If the difficulty persists, try writing your message down Be patient. If you don t understand what the Guest is saying, don t pretend that you do or guess Provide a clear view of your face and keep a light source on it. Do not cover your mouth with your hands when speaking, & always face the Guest in a group. This will help facilitate the Guest reading your lips Use facial expression that matches your tone of voice, gestures and body movements to add to communication GUESTS WITH SPEECH DIFFICULTIES Be patient. If you don t understand what the Guest is saying, don t guess or pretend that you do. Do not correct or speak for the Guest. Allow time & give the help when needed. A Guest with speaking difficulties will be appreciative when you take extra time to understand what they are trying to convey Repeat as much as you have understood, & be attentive to the Guest s response If possible, ask short questions that can be easily answered or responded to with a nod of the head If the situation permits, give your complete attention to the Guest who has difficulty speaking If communication is still difficult, ask the person to write it down, spell or rephrase the statement GUESTS WITH COGNITIVE DISABILITIES Be patient & help make the Guest feel welcome & comfortable Speak directly to the guest, not to the companion Speak slowly & distinctly. Processing information may take a moment or two Showing may be easier than telling 13

14 SPECIAL NOTES Keep in mind we cannot anticipate a Guest s needs. A Guest might have multiple disabilities, perhaps blind & in a wheelchair but not need any assistance. Our responsibility is to ask in a gentle manner if we can be of assistance. A Guest may have a hidden disability, such as diabetes, a heart condition or epilepsy; something that is not necessarily evident on the outside. Should the infirmity flair up while visiting the Center, we should offer any assistance possible. Listen carefully when a Guest is trying to explain their needs. If a Guest is acting confused or disoriented it could be the result of a medical condition, i.e. low blood sugar with diabetes or another chronic condition Be considerate of all Guests, but should inappropriate behavior continue, seek additional assistance from the House Manager LANGUAGE TO USE People with disabilities Blind/Deaf Accessible parking, accessible restrooms Uses a wheelchair/mobility chair Wheelchair/Walker user LANGUAGE NOT TO USE Handicapped & special needs Handicapped parking, handicapped bathroom Hearing/Visually Impaired Wheelchair bound/confined to a wheelchair Wheelchair/Accessible Ticketing Policy It is prohibited for anyone, other than those requiring the accessible features of a seat or that of a guest's companion to use accessible seating locations (unless the area has been released for general seating). Those purchasing wheelchair accessible seating may purchase one (1) wheelchair accessible seat and up to three (3) companion seats; any additional seats must be purchased in the regular seating areas. This policy ensures that we are able to accommodate all available and accessible wheelchair seats in our theaters. 14 Infrared Assistive Listening Devices These devices amplify and clarify sound for patrons who are hard of hearing. There is no charge for the use of the headset. All performance venues at the Center are equipped with Assistive Listening Devices (ALD) that are available from the House Manager. American Sign Language Interpretation (ASL) For a signed or captioned performance scheduled by the Center, a selection of seats where Guests can easily see both the screen and the interpreter will be held by the Box Office. The seats will be sold on a first come first served basis. A team of professionally certified ASL interpreters provide a sign language-interpreted performance, in addition to a pre-show overview and introduction. Offered at select performances.

15 15 Audio Description (AD) The Center will have certain performances with audio description for the blind. A number of volunteers have been trained to provide this service. Guests who are blind or legally blind will be able to enjoy the performance even more while having key elements of the production explained to them. Through an assistive listening device (ALD), these trained audio describers provide a live, objective and succinct description of the action and visual elements of the performance, without interfering with dialogue. The performances being offered with audio description are announced on the web site. Open Captioning (OC) Spoken dialogue scrolls across a digital screen as the action occurs on stage. Offered at select performances. Touch Tours (TT) For our patrons who use the audio description service, a Touch Tour enhances the experience by being able to touch costumes and props before the performance. Offered at select performances. OUTREACH The Center is committed to providing our Guests with the utmost in Guest Service. We will endeavor to meet our Guests wherever & whenever to ensure equal access to our theaters and programs. ACCESSIBILITY: CARNIVAL STUDIO THEATER Accommodations for wheelchairs will be in the front rows in front of the fixed seats on the risers. To ensure ample space for accommodation, the risers will be pushed back an additional 4 feet from the stage. Accessible seats will be available for each presentation. PERSONAL CARE ASSISSTANTS The rule at the Center is that every person entering the theater must have a ticket. Should a Guest with a disability require assistance from their personal care assistant (PCA), & require their attendance during a performance, the Box Office will offer the companion seat to the PCA. There is no industry standard regarding a discount for PCA, but if price is a hardship, the Box Office may (may is the operative word) offer a discount on the companion seat SERVICE ANIMALS The Center allows service animals in any part of the building where Guests are permitted to go. The Box Office will do its best to seat the Guest & animal on an accessible aisle for the maximum comfort of the Guest & the animal If a service animal interferes with a performance, or should become disruptive by barking, crying or overall restlessness, exhibit anti-social behavior such as snapping, biting or growling, the Center will reserve the right to ask the Guest to remove the animal, but allow the Guest to return to the theater if they wish If a fellow Guest experiences an allergic reaction to a companion animal, they should be reseated in seats designated by the Box Office for problems. This move is done with the assistance of the House Manager

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