Front of house and box office manual



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September 9, 2015 edited October 18, 2017


FRONT OF HOUSE AND BOX OFFICE MANUAL

CONTENTS

1. Job Descriptions

2. Contact List

3. Preparing the Box Office

Obtaining Reservation List

Ticket Information Sheet

Sample Reservation Sheet

Audience & Interior Lobby Door Operations

Lighting and Heating

Front of House Checklist

4. Complimentary Tickets

Comp Policy

Sample Cast/Crew Comp List

Sample Guest Comp List

5. Emergency Procedures

Alarm system & evacuation

6. 2015/16 Board of Directors

7. Frequently asked Questions

FRONT OF HOUSE JOB DESCRIPTIONS

Season Front of House (FOH) Managers

Responsible for: the overall running of front of house for the entire season

staffing each production with a Production FOH Manager, as well as, a Production Reservations Manager.

Production Reservations Manager (one per production)

Responsible for: processing reservations, four weeks prior to opening

compiling and distributing a complete reservation list, (including online sales), the day of each performance.

Production Front of House Manager (one per production)

Responsible for: the overall running of front of house for the entire production.

staffing each show with a Performance FOH Manager and Box Office Volunteer.

Performance Front of House Manager (one per show)

Responsible for: the overall running of front of house for the performance.

To arrive at theatre 1.5 hours before performance.

Box Office (BO) Volunteer (one per show)

Responsible for: selling tickets, processing reservations, distributing programmes and assisting the Performance FOH Manager when necessary.

To arrive at theatre 1 hour before performance

FOH CONTACT LIST



Season Front of House Managers

Sandi Globerman c) 647-235-8518

beccaberman1946@gmail.com

Note: Please do not contact Sandi during the run of 13 Hands – she is in the cast!



Season Executive Producer vacant post at present – please contact:

Brenda Darling c) 416-817-8789

brendadarling@yahoo.com

or

Catherine Spence h) 416-594-5997



Catherine.spence@utoronto.ca

Building Manager

Catherine Spence r) 416-594-5997

Catherine.spence@utoronto.ca

Rental Managers

Susan Wilson c) 647-339-1032

r) 416-545-1032

starmakerpmg@_sympatico.ca

Rhona Bennett r) 416-783-1129

rhonalee21@hotmail.com



Bar Manager

Shelley Cahill r) 647-505-3993

shelley.d.cahill@gmail.com

PREPARING THE BOX OFFICE



Obtaining the Reservation List
The Production Reservations Manager sends the daily Reservation List, (at 5:00 pm for evening performances and 11:00 am for afternoon performances), to the following:
Performance FOH Manager (personal email)

Stage Manager (personal email)

Box office computer alumnae-foh@gmail.com email
The Performance FOH Manager prints a copy, (or two) of the Reservation List for box office purposes.
To print the Reservation List from the box office computer (located in the locked cupboard):
-Disconnect power cord from laptop and place on box office counter –
PLEASE NOTE: You should not actually have to remove the computer from the cupboard or disconnect it from the printer. Just open the laptop and stand at the cupboard door to do the print out.
PLEASE NOTE #2: The touch pad on the laptop does not work very well – please use the mouse that has been attached to the laptop.
-Push silver button in top right hand corner to turn laptop on

-Hit any key to open the account alumnae-foh@gmail.com



-Click on top email message, (latest Reservation List), to open and view

-Turn on printer (right side of printer screen)

-Select print, on laptop screen, to print a copy**

-Replace laptop in cupboard and attach power cord for charging)

-Turn printer off
You can also access the account from your home, or, office, following the same procedure as above.
If the gmail account doesn’t open immediately:

Go to google gmail

Go to account – alumnae-foh@gmail.com

Enter password – alumnae-foh


**To print a second copy, put original Reservation List on glass plate and push copy at lit area in right hand front corner.

AUDIENCE & INTERIOR LOBBY DOOR OPERATIONS

As a safety feature, the panic bar on inside of front door is always operational. This procedure prevents outside entry.
To unlock interior lobby door:
-Flip “on” both box office power switches, (right hand corner of

box office beside telephone).

(This activates wheelchair accessibility buttons).

-On the interior lobby door, (upper left side of the frame), move the higher toggle switch to the lower position.


Door should open automatically and stay open.
To unlock front door:
-Get key with ID tag on green carbineer clip, (box office centre drawer).
-Open exterior door with panic bar.
-On outside of exterior door, rotate key counterclockwise in lock until it clicks, then rotate it back to the 12:00 position and remove it.
The front door handle is now operational.

-Return key.

Lock up Procedure at the end of the Evening
To lock front door:
-Get key with ID tag on green carbineer clip, (box office centre drawer).
-Open exterior door with panic bar.
-On outside of exterior door, rotate key clockwise in lock until it clicks, then rotate it back to the 12:00 position and remove it.
The handle should now be locked in the horizontal position so the door cannot be opened manually from the outside.
To lock interior lobby door:
-On the interior lobby door, (upper left side of the frame), move the higher toggle switch to the upper position.

-Door should close automatically and stay closed.


-Flip “off” both box office power switches, (right hand corner of box office, beside telephone).

This is important, otherwise the wheelchair access

is still operational & the building is not secure.
-Return key.
Spare keys are with: Michael Spence (1) 416-239-7292,

Catherine Spence (3) 416-594-5997

LIGHTING & HEATING

Lighting

On the wall behind the Box Office turn on:

-Stairwell Lights

-Track Lights

-Ticket Booth lights

-Ensure Automatic Window Timer switch is ‘on’. (It activates light over exterior door)


On east wall of the Tower foyer, (at street level), turn on:

-Brown toggle switch for central stairwell fixture


Reverse procedure when leaving. Ensure Automatic Window Timer switch is still ‘on’.

ADDITIONAL HEATING, (if required):

At the base of the large display windows, turn on:

-White toggle switches on electric heaters

Be sure to turn off when leaving to avoid expensive electricity charges.

FOH CHECKLIST


Before the Doors Open (1.5 hours before performance)




A float of $150.00 in small bills is available at the theatre. It is kept in the locked bar locker. Collect the float from the bar volunteer who should be at the theatre at least 1 hour before curtain time




Turn on ringer on phone at Box Office – there are signs on the phone indicating how to do this.




Prep cash drawer and tickets




Fill out tally sheet – located in far right drawer




Pull email reservation list from laptop at reservationsalumnae@gmail.com (password:alumnae-foh)*




Fold and stuff sufficient programs for patrons, plus up to 10 extras




Earmark programs for pre-paid online sales (as per annotation “prepaid” on reservation list – These seats cannot be resold, even if no-show.




Liaise with Stage Manager to confirm latecomer policy, turning over & releasing the house, etc.




Go over any special procedures with Box Office personnel, (comp policy, welcome speech, etc) These special procedures will be communicated to you by the Producer or the Stage Manager. Please watch for notes left for FOH at the Box Office – usually on the bulletin board between the two wickets.




Check the lobby for general tidiness. Vacuum carpet as needed. Vacuum cleaner is located in the cupboard behind the box office – watch your head!




Restock washroom supplies – key is in the drawer – supplies are in dresser by washrooms and in middle cabinet in hall in basement. You should not have to go to the basement – ask Stage Manager for help if you do.




In the winter, ensure walkway is clear of ice – ice melter will be available in the tower entrance vestibule.




Determine if Bartender and/or Box Office personnel will be seeing the show so you can cover where necessary




Distribute Volunteer Badges, (in box office drawer)




Unlock the Box Office door & Lobby door 1 hour before show time – audience members are welcome to wait in the lobby if you still have some set-up to do but should not be left waiting outdoors after the 1 hour mark.

Doors Open to Curtain Up




Sell tickets with Box Office personnel




If sold out, hand out wait list numbers. Release reserved tickets 15 minutes prior to show time – remember not to release “presold” tickets.




Confirm latecomer access policy with Stage Manager (whether allowed in first 10 minutes, at intermission, not allowed.




When Stage Manager releases House determine who will take tickets (Box Office personnel or FOH)




Patrons with mobility issues can be seated before opening the house doors via the side entrance near the washrooms




When opening the House, announce from the top of the stairs so all patrons can hear




Do not allow food or drink into theatre except for water.




When approaching show time, check washrooms, reservation list to determine how many patrons you are waiting on. Turn House back to Stage Manager when you feel you have everyone inside




Turn off ringer on phone at Box Office

Curtain Up to Intermission




During the show, lock the main door and remain in lobby in case of emergencies




Return float to Bar Volunteer for lockup if there is no intermission




Sort and count tickets




Count cash from ticket sales, removing the float – if not already returned to Bar Volunteer




Balance cash versus ticket sales




Record attendance and receipts on tally sheet, total and sign




Record attendance and receipt totals on FOH schedule posted on one of the Box Office bulletin boards




Place cash, cheques (if any) and tally sheet in envelope – write the date and performance details (title of show, time of performance) on envelope – sign. Place envelope in drop box (in cupboard behind box office). Please be discrete when counting cash and depositing the envelope.




Put tickets away




Close and return laptop to locked cupboard if you have removed it and plug it in for charging. Turn off the printer.




Lock the printer/laptop cupboard.




Fold and stuff programmes for the next show

Intermission to Lock Up




Unlock the main door and stay at Box Office during intermission to answer questions – please keep an eye on the audience in the front lobby to ensure that no alcohol is taken outdoors or into either auditorium.




At end of Intermission, check washrooms and outside to confirm all patrons have returned to their seats. Return House to Stage Manager




Lock the main door after intermission




Do not allow food or drink into the theatre except for water




During Act II, remain in lobby in case of emergencies




Stay until all patrons have left safely after the end of the show – If patrons are staying to have lengthy conversations with cast/crew or to go out after the show you may do your lock-up procedure and leave but be sure the Stage Manager knows that you are doing this. Do not leave anyone who is waiting for Wheel-Trans in the building alone.




FOH Manager is responsible for locking front door and lobby door and turning off power for accessibility buttons. Double check from the outside that door is secure as you are leaving.




Notify Stage Manager prior to leaving after the end of the show

Additional Notes for 100th Anniversary Season

We are printing a special anniversary program which will remain constant throughout the season – inserts will be added for each separate production with cast/crew/notes etc. These anniversary programs are expensive to produce and it is important that we retrieve the unused ones for re-use. Please stand in the lobby as the audience leaves and encourage them to recycle the program if they do not want it. A box for collection will be provided.

Please go into the auditorium at the end of the evening and collect anniversary programs that can be re-used. Recycle ones that are ripped, crumpled, have visible footprints etc. Keep the ones that are in good shape.

Additional Notes – General

Please take any paperwork that an audience member has for a presale (paper e-ticket print out/receipt from TO tix) this will help you sort out your deposit if there are any problems

There may be some tickets from “papering” services such as “No Empty Seats” – If these services are being used for your performance there will be a note to let you know.

Sometimes tickets are sold through the same day discount service TO TIX – patron will have paperwork to indicate this sale – keep paperwork and submit with deposit.

Sometimes we put promotional material for other shows in our programs – the Producer will let you know if this is being done and provide the material.

Let the producer know if we are running out of program inserts

There are Two for One Toronto Life coupons. If someone presents one, charge half price and give them an Orange ticket.

Performance FOH Manager to monitor available seating for full houses. Take a count to determine how many seats are available, (holding back seats for pre-paids who haven’t yet arrived).

Theatre wifi password: StageDoor70.

Tickets

Tickets are located in the cash drawer bundled with elastic – use the ticket “towers” located by each ticket wicket to sort.

Purple Guest (regular paid ticket)

Yellow Comp

Green Member

Blue Subscriber(Flex)

Orange 2 for 1 (half price)

White TO Tix / Online sales



Safety

During an emergency, the Stage Manager is in charge. FOH is to evacuate patrons safely and quickly.

All emergencies, call 911. For non-emergencies call Police at 51 Division (416-808-5100)

The fire alarm system is automatic. The panel key is in the Box Office drawer, or alarm cabinet?

Read Fire Alarm and Evacuation Procedures sheets - below

EMERGENCY PROCEDURES



During an emergency, the Stage Manager is in charge.

The building is protected by a sprinkler system on the ground floor and basement, plus heat and smoke detectors and pull stations throughout the building. The system is connected to an alarm service.

IS THERE INFORMATION ON THE COMPANY THAT WE SHOULD PUT IN HERE? IF IT’S A FALSE ALARM DO THEY NEED TO BE NOTIFIED? – STILL TO BE DETERMINED (Catherine Spence, October 18, 2017)

Fire Evacuation - Legitimate alarm, or, one where the trigger for the alarm is unknown.

LET THE FIRE BELLS RING UNTIL A FIRE CAPTAIN ARRIVES.

The following procedure MUST be followed:

-PERFORMANCE FRONT OF HOUSE MANAGER will immediately call 911 on the box office telephone and request Fire Department assistance.

BUILDING ADDRESS: 70 Berkeley Street, southwest corner of Adelaide Street East.

-STAGE MANAGER will immediately cause the stage and auditorium worklights to be switched on. The SM or ASM will go onstage and ask the audience and cast to exit the building and assemble in front of the building south of the theatre for a head count. She will point out the 3 available exits: Audience Left into parking lot, Audience Right through Stage Door and Audience Rear through Main Entrance. She will accompany them.

-PERFORMANCE FRONT OF HOUSE MANAGER will do a sweep of the lobby and washrooms and then exit the building and report to the STAGE MANAGER at the assembly point.

-ASSISTANT STAGE MANAGER will go to the basement and check the dressing rooms, washrooms, wardrobe shop, props area and furnace room and then exit the building using the exterior door in the dressing rooms and report to the STAGE MANAGER at the assembly point. WHAT IF THERE’S NO ASM – SM should take responsibility for production areas of the theatre. Make sure Festival SMs are advised of this.

If smoke is encountered in any area, DO NOT ATTEMPT TO ENTER. Get out immediately and inform the STAGE MANAGER of what area has not been checked.

-STAGE MANAGER will contact the first Fire Captain to arrive and inform him of the status of the evacuation and which areas have not been searched.

Accidental trigger, false alarm, or when the Fire Captain certifies there is no fire:

-Open alarm cabinet with the KEY located on top of the alarm cabinet in the lobby, (near the main door by tower stairs).

-Inside the cabinet, at about waist height, are FOUR BLACK BUTTONS


  • Trouble Silence

  • Signal Silence

  • Reset

  • Lamp Test

-Depress (sideways) the SIGNAL SILENCE BUTTON for two to three seconds and release. This should silence the alarm. (See more detailed instructions posted inside the cabinet door).

If the alarm cannot be silenced or trouble light persists:

-Call Fire Alarm Contractor immediately to stop Fire Department arrival - Richmond Fire Systems (905) 660- 4077.

-Report the problem to Angus Barlow, Catherine Spence or Michael Spence.

-Close and lock the cabinet and leave the key on top.

COMPLIMENTARY TICKET POLICY



MAINSTAGE POLICY

Producers should explain the comp ticket policy to the cast and crew 2 to 3 weeks before the opening.

The Front of House needs to have an accurate count of the house. Never take or give a seat please without obtaining a ticket or comp ticket.

The Director and Writer of a production may attend every performance of their own show, without charge. Reservations must be made in advance.*

Cast and Crew members receive two complimentary tickets to their show to be used at their discretion. Reservations must be made in advance.*

Cast and Crew members may have unlimited number of professional comps but each one must be approved by the Producer of that specific show. Reservations must be made in advance.*

*Box office not authorized to approve comps. If no reservation has been made in advance, such seats are pending availability.

Members of the Alumnae see performances free of charge pending availability. Reservations are recommended to guarantee availability.

Members may be asked to show their membership card. If a show is standing room only, at her discretion a member may elect to stand allowing an audience member to take her seat.



To Reserve Comps:

Email reservationsalumnae@gmail.com.

Call Alumnae Theatre at 416-364-4170 and leave a message in voicebox #1.

Message to include:



  • Cast/crew name

  • Production they are part

  • Name of person picking up ticket

  • Contact information

Speak slowly and spell names please.

All reservations are guaranteed only until 7:45pm at which time, if the performance is sold out, unclaimed reservations are released and sold to the waiting list.

The Performance Front of House Manager will be given a list of authorized comps.

FESTIVALS POLICY

Producers should explain the comp ticket policy to the cast and crew 2 to 3 weeks before the opening.

The Front of House needs to have an accurate count of the house. Never take or give a seat please without obtaining a ticket or comp ticket.

Every Writer and Director:

May attend one performance of each week, along with a guest, without charge. Reservations must be made in advance.*

May watch every performance of their own show, without charge. Two seats will be reserved by producers near the lighting booth to be shared by all writers and directors of the week. No reservations or tickets are needed for these seats. Box office can count these two seats each night.

Cast and Crew members:

May invite two guests to attend the Tuesday evening preview of their own week, without charge and without reservations.

May attend the Tuesday evening preview of the other week’s shows, without charge and without reservations.

May have unlimited number of professional comps, pre-approved by the Producer of that specific week. Reservations must be made in advance.*

*Box office not authorized to approve comps. If no reservation has been made in advance, such seats are pending availability.

Members of the Alumnae see performances free of charge pending availability. Reservations are recommended to guarantee availability.

Members may be asked to show their membership card. If a show is standing room only, at her discretion a member may elect to stand allowing an audience member to take her seat.

Cast and Crew who are ATC members also have these privileges, (comp attendance isn’t limited to Tuesday previews). Reservations are recommended to guarantee availability.

To Reserve Comps:

Email reservationsalumnae@gmail.com.

Call Alumnae Theatre at 416-364-4170 and leave a message in voicebox #1.

Message to include:



  • Cast/crew name

  • Production they are part

  • Name of person picking up ticket

  • Contact information

Speak slowly and spell names please.

All reservations are guaranteed only until 7:45 pm, at which time, if the performance is sold out, unclaimed reservations are released and sold to the waiting list.

The Performance Front of House Manager will be given a list of authorized comps.

Sample NIF 2015 WRITER/DIRECTOR COMP LIST

Performance FOH Manager and box office, please mark on the table below if these artists have used their comps for the week.



Name

Comments

Week 1

Week 2

Week 3

NIF Playwrights













Tabitha Keast

ATC member










Bridget Erin

out of town – may attend Week 1










Lindsay Finnie













Meredith Taylor-Parry

out of town – will attend Week 1










Liz Best

ATC member










Catherine Frid

ATC member










Carolyn Bennett













D.J. Sylvis













Norman Yeung













Natalie Frijia













Eugenie Carabatsos

out of town – may attend Week 3










Crystal Wood













Rose Napoli













Neil Naft













Sindhuri Nandhakumar




























NIF Directors













Matthew Hines













Sandra Banman

ATC member










Zita Nyarady













Ingryd Pleitez













Eric Benson













Sandra Burley

ATC member










Brenda Darling

ATC member










Stacy Halloran

ATC member










Meg Moran













Emily Nixon













Anne MacMillan

ATC member










Sample NIF 2015 GUEST COMP LIST

Performance FOH Manager and box office, please mark on the table below if these guests have used their comps for the week. We would like to know which of them came to see the festival.



Name

Company and Position

Week 1

Week 2

Week 3

Brian Quirt

Artistic Director/Dramaturg, Nightswimming










Andrea Romaldi

Literary Manager, Tarragon Theatre










Andrew Lamb

Artistic Director, Roseneath Theatre










Lynda Hill

Artistic Director, Théâtre Direct Canada










Marjorie Chan

Artistic Director, Cahoots Theatre










Patty Jarvis

Executive Director, Prologue to Performing Arts










Alan Lee

Drama Instructor, George Brown College










Andrea Wasserman

Marketing, Hart House










Jeremy Hutton

Artistic Director, Hart House










Rebecca Burton

Membership/Equity in Theatre, Playwrights Guild of Canada










Robin Sokoloski

Executive Director, Playwrights Guild of Canada










Alan MacInnis

Artistic Director, Young People’s Theatre










Karen Gilodo

Associate Artistic Director, YPT










David Yee

Artistic Director, fu-Gen Asian Theatre Company










Kelly Thornton

Artistic Director, Nightwood Theatre










.

FREQUENTLY ASKED QUESTIONS

BANK MACHINES ATMs for various banks can be found on King Street (south side) in podium level of George Brown building (where Rooster Coffee is located). All have interac – suggest that patron use the closest one!

TAXICABS – BECK – 416-751-5555

CO-OP – 416-504-2667

DIAMOND – 416-366-6868

TAX RECEIPTS Complete a receipt, (receipt book is in the drawer). Advise patron they can pick up the receipt at intermission.

CANADIAN STAGE Located south on Berkeley by 2 blocks

NON-EMERGENCIES Police 51 Division (416-808-5100)

PUT IN BOARD OF DIRECTORS CHART



September 9, 2015 edited October 18, 2017


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