HOUSE MANAGER Standard Operating Procedures Updated by Jen Newell 03.13.17 Usher Recruitment 2 weeks from Opening Night Ushers should be recruited approximately two weeks prior to show week. A sign-up sheet on the callboard will likely get you plenty of ushers (sample is attached). The sign-up sheet should ask for the usher s name and phone number. Your sign may tell ushers that they may have one complimentary ticket for the performance they usher, but that they are still on duty before, during, and after the performance and must complete any required responsibilities and issues that arise. For each performance in the Bruder Theatre, you need 8 ushers (1 ticket-taker + 3 seaters per door); for Albert Taylor Hall, you need 12 ushers (1 ticket-taker + 5 seaters per door); for the Frederickson Theatre, you need 4 ushers (2-tickettakers + 2 seaters). Rules for House Managers 1. A few days before opening, visit Jen in King Hall 201 and ask for a Bruder/King key. This will unlock the theatre doors, box office, main KI 201 office doors, and entry doors to King Hall. 2. Arrive at the theatre 1 hour and 15 minutes before the performance. 3. Dress appropriately all blacks preferred. You do not have to be overly dressy, but no blue jeans or T- shirts allowed. Your role as an HM requires a lot of movement. Wear clothing that you are comfortable in, look professional in, and can easily move and walk in (high heels not recommended!). Remember you are representing the university to the public: if you wouldn t wear it in front of your grandma, you shouldn t wear it as a theatre staff member. a. For HMs specifically: If possible, wear something with a pocket so you can have your cell phone on you at all times. Important numbers to have: i. Emergency: 911 ii. ESU Police & Safety: 620-341-5337 iii. Stage Manager s name & cell number iv. Jim Bartruff: 620-341-9193 (home); 620-803-2160 (cell) v. Jen Newell: 620-340-5325 (cell) 4. In case of inclement weather, possible show cancellations, or any other emergencies, keep in close contact with the Stage Manager. Jim & the production director will relay any pertinent information to them. 5. House Managers should not plan to watch the performance any night of the show run; please make plans to attend a dress rehearsal instead. Viewing a dress rehearsal also helps you become familiar with the show s content and answer questions that audience members may have. During the performance, HMs should be stationed in the lobby to answer questions and make sure the lobby stays safe and sound. 6. Wear a watch to tell the time rather than using your cell phone. Watches are classy and professional! Rules for Ushers 1. Arrive at the theatre 1 hour before performance (30 minutes before the house opens). 2. Dress appropriately all blacks preferred. You do not have to be overly dressy, but no blue jeans or T- shirts allowed. Your role as an usher is to help seat the audience members not to make a fashion statement. Wear clothing that you are comfortable in, look professional in, and can easily move and walk in (high heels not recommended!). Remember you are representing the university to the public: if you wouldn t wear it in front of your grandma, you shouldn t wear it as a theatre staff member. 3. If an emergency prohibits your presence, call the HM. 4. Ushers receive one complimentary seat for each performance they usher; however, you are still on duty and have a list of responsibilities before, during, and following the performance. 5. At least 4 ushers must stay for the entire show. 6. Wear a watch to tell the time rather than using your cell phone. Watches are classy and professional! 7. NO cell phones (especially when in the presence of audience members)!
1 hour 15 minutes before curtain / 45 minutes before house opens - House Manager Arrives Make sure King Hall doors and theatre doors are unlocked (but not open for audience members) Pick up any trash in the lobby, alcoves or house and throw away. Make sure everything looks neat and tidy. Make sure there are enough programs in each inner lobby, and that they are in a neat order. Extras are typically stored under the inner lobby benches. Make sure there is at least one small flashlight in the wooden program tower at each door. Make sure there is at least one wheelchair in the house left inner lobby. If it s not there, check the box office or Roosevelt Hall. Set up ticket stub holders. Place stub sleeves carefully in each one (tube sleeves are stored in the box office). Turn on all the lights in the lobby (the panel is gray, unlocked, and located between the box office windows) Ask the box office manager if they are aware of any audience members that may need special assistance (groups, patrons with wheelchairs, patrons who are visually impaired, etc.) Pick up the usher tickets from the box office. o For performances in Bruder Theatre, there will be 8 usher tickets held for every performance; for Albert Taylor Hall, 12 tickets; for the Frederickson Theatre, 4 tickets. o HMs should be in the lobby during the performance HMs do not need a ticket. Pick up the usher badges from the box office. 1 hour before curtain / 30 minutes before house opens - Ushers Arrive + Usher Training Gather all the ushers for a meeting in the lobby. Introduce yourself, and ask everyone to do the same. Thank them for volunteering. Give them each an usher badge to wear. Tell them that they MUST return the badge to you at the end of the night. *Please do not skip ANY of the points below, even if they are experienced ushers! Everyone needs to be reminded of the guidelines and rules. Tell them a little bit about the show*, including: 1. Basic synopsis of play 2. Approximate run time for 1 st and 2 nd acts 3. Intermission yes or no (typically 10 minutes) 4. Any show warnings (language, gunshots, etc.) 5. Any special events or audience notes (post-show talk back, groups or VIPs in attendance, etc.) 6. What time house opens (typically 30 minutes prior) *If you don t know the answers to any of these questions, ask the SM. Tell them about King Hall & Bruder Theatre 1. Important Locations Bathroom locations (1 st and 2 nd floors) Water fountain locations (1 st and 2 nd floors) The box office has two windows: the left window is for will call (pick up tickets); the right window is to purchase tickets. 2. The Don ts of the Theatre It is the responsibility of the ushers to keep an eye out for these don ts, and take initiative before or during the performance to prevent/stop these items from happening. Be kind, but assertive. No cell phones for ushers or audience members. When seating audience members, ask them to turn their cell phones off. No food or beverages are allowed in the theatre; all items should be thrown away. No cameras or recording equipment are allowed during the performance. 3. Ticketing If there is a seating issue, try to solve the problem first by examining the tickets. If you can t solve the problem, get the HM. If the HM can t solve the problem, go to the box office for assistance. Note to HM: The ticket office will/should always have hold seats for VIPs or double-seating issues. Use at your/the box offices discretions.
Always stay calm and ensure the audience member that you will resolve the problem and find a solution. Be very confident and communicative. If you have to get the HM, explain to the patron, If you could please stay here for one moment, I am going to go get the House Manager to help us resolve the issue. I will be right back. Never leave a patron until the problem is resolved and you have communicated this to them. For audience members with special needs: For patrons who are blind, always ask if they need help before helping. Do not touch them without permission. Always introduce yourself and speak clearly (example: Hi, my name is Jen and I m an usher for this evening s performance May I help you find your seat? ) For patrons with physical disabilities, we have 1 wheelchair in both theatre spaces to help transport patrons to/from their vehicles, or up/down the ramp to their seat. Show the ushers how the wheelchair works, including the footrests and wheel brakes. 4. Seating Using an usher ticket as an example -- go into the theatre and explain the seating layout of House Left, Center, and House Right. The Left Section and Center Section seats 101-108 should enter via the house left doors; the Right Section and Center Section seats 109-114 should enter via the house right doors. Tell them about general rules to follow: 1. Ushers are representing the university, and should always remain pleasant, helpful, and courteous. 2. Remind them that ushers should NEVER have cell phones out while audience members are present. Give assignments to the ushers: 1. For Bruder Theatre, you need 1 ticket taker and 3 seaters per door; for Albert Taylor Hall, you need 1 ticket taker and 5 ushers per door; for Frederickson Theatre, you need 2 ticket takers and 2 seaters. Decide who will be on HL and HR. 2. Be sure the ticket takers know what the tickets for that performance look like, and that they must keep half of the ticket in the sleeve, and return the other half to the patron. 3. Note: The House Manager should not be given an assignment or assigned a door; the HM s responsibility is to float in the lobby/theatre and address any issues that arise, and only help usher if there is an overflow on either side. Distribute usher tickets. Return any unused tickets to the box office, and tell them they can be sold if needed. 1. Have ALL ushers rip their ticket as if they were a ticket taker, place the other half in the ticket stub holder. Tell the ushers that you would like them to return to their stations at intermission and after the show to help open the doors, greet people and answer any questions. After the show, ushers are expected to help sort programs and pick up all trash in the lobby and theatre. Ask them if they have any questions for you. Tell the ushers to get a drink of water, use the restroom, and do anything else they need to do before the house opens in minutes. Thank them again for volunteering. At 30 minutes before the curtain House Opens with permission of Stage Manager Check with the Stage Manager, asking if it is OK to open the house. o The HM and/or ushers should not do this without the OK by the SM, no matter what time it is. o When you get the OK, inform the ushers it s time to open the house. Ushers should all be at their stations and ready when this happens. HM should be floating in lobby and theatre, and helping with any overflow. o If one door seems to have a line of people building, make an announcement to encourage patrons to look at their tickets and go to the left door if they are in Left or Center 101-108, or the right door if they are in Right or Center 109-114.
o Be visible and available to troubleshoot; help patrons with questions, assist ushers if they need it, look for food or cameras being carried into the theatre, pick up trash/tidy up lobby, etc. 5 minutes to curtain SM rings bell / HM flash the lights in the lobby (2x off/on) If many people are sitting/talking in the lobby, encourage them to take their seats in the theatre. Give a lobby update to the SM (ie: there is a long line to buy tickets, there s a line for the women s restroom, people are still coming in King Hall, the lobby is clear, etc.) o At that point, you two should make a plan/decide whether or not you should/can hold the show for 1-5 minutes. At curtain time Be sure the lobby and restrooms are clear of patrons. Communicate with the Stage Manager that the house is clear and that the show may start. o The SM shouldn t start the show without this message from you! Lower lights in both alcoves. Quietly close inner and outer doors to the theatre. Make sure the ushers are seated near the doors at the back of all three sections of the house. Remind them to handle any problems in the house, or to come get you. Make note of what time the house doors closed and what time the show started. After the show begins HM is stationed in the lobby. o Work with the box office manager to count stubs and shut down the box office. o Be available to ushers if a problem arises in the house, or if the stage manager calls the box office through the intercom. o Quietly seat any latecomers in available seats in the back of the house. Tell them they may take their reserved seats after intermission. Be sure to tear their tickets and count their ticket stubs. 2 minutes before intermission: HM: Quietly open the outer inner lobby doors. o Doing this ahead of time will save time during intermission and get audience members out faster! Plus, audience members should not be responsible for propping the doors open. At intermission Ushers prop open inner lobby doors. Turn up the lights in the alcoves. After the Stage Manager rings the bell at 5 minutes into the intermission, check the lobby and restrooms (1 st and 2 nd floors) to be sure they re clear of patrons. Communicate with the Stage Manager that the house is clear and the show may start again. Dim the lights in the alcoves. Close the inner and outer lobby doors. 2 minutes before end of show: HM: Quietly open the outer inner lobby doors. After the show is over Ushers prop open inner lobby doors o Ushers should take their stations again at the doors and greet people as they exit the theatre. Turn up the lights in the alcoves. After the theatre is empty, all ushers should check the house for trash and programs to recycle. Close both inner lobby doors, move the ticket tubes to the inner lobbies, and lock the theatre doors. After the lobby is empty, turn off the lobby lights (by the box office and the HL entrance).
USHER SIGN UP SHEET BIG RIVER October 13-16, 2016 Bruder Theatre, King Hall House Manager: Your Name, Your Phone Number (cell) *Please wear all black, business casual / professional - Wear items you are comfortable in and can move in - No jeans, leggings only, sneakers, short skirts, cleavage, high heels *Arrive 1 hour before curtain. *If you are unable to usher, contact the HM immediately and find a sub if possible. *All ushers receive one complimentary ticket for the performance they usher. Wednesday, October 12 th HIGH SCHOOL MATINEE 11:00 AM Performance, 10:15 AM Call Time Thursday, October 13 th 7:30 PM Performance, 6:30 PM Call Time CONT D ON PAGE 2
Friday, October 14th 7:30 PM Performance, 6:30 PM Call Time Saturday, October 15th 7:30 PM Performance, 6:30 PM Call Time Sunday, October 16th 2:00 PM Performance, 1:00 PM Call Time