VOLUNTEER MANUAL / EXPECTATIONS Volunteer Mission Statement: Thank you for joining the Admiral Theatre Volunteers! Our mission is to help patrons feel welcome, comfortable and safe. We do this by being friendly, polite and informed about the theatre and each event we attend. We maintain order by being visible and helpful from our post, directing patrons to seats, restrooms, concessions, water fountains, the elevator, etc. and assisting patrons to seats when needed. We offer assistance to all patrons, regardless of their needs. We will work to solve problems, answer questions, and will be professional in our dress as well as in our behavior. In accomplishing our mission, we will promote the arts through excellent patron service. Our volunteers are essential to the operation of the Admiral Theatre. We are the first point of contact with patrons, and as ambassadors of the Admiral and Bremerton, we will help protect and grow our reputation as Kitsap’s premier live entertainment and events venue. Volunteer Expectations:
Be professional, friendly, and helpful at all times. Be knowledgeable about our venue. Learn facts patrons will want to know (we first opened in 1942 as a movie theatre, our seating capacity for most shows is 822, and our total capacity is 999 when the main floor is standing room only) Have a friendly proactive attitude toward all patrons. Approach the patrons–don’t wait for them to approach you! If a patron has a question or concern, assist him/her by explaining the house policies and rules as necessary. Willingness to work a variety of diverse events. You must be comfortable enforcing house rules, which include, but are not limited to: o No Flash Photography o No Sustained Video or Audio Recording o No Feet on Seats o No Standing or Sitting in Aisles o No Food or Drinks on Balcony Ledge o No Sitting, Standing or Leaning On Balcony Ledge Adhere to the following Volunteer Dress Code (this creates a consistent look and makes it easy for patrons to find assistance): o Black slacks and dress shirts / blouses o Skirt (Women only, appropriate length) o Black dress shoes (practical and comfortable)
o Black sports jackets or vests are fine o No cut off sleeves o Volunteer nametag (provided) o Clothes should be clean and pressed ensuring a good impression Adhere to designated call-times (typically 30 minutes prior to door times) All Volunteers are expected to help with light cleaning (Windex front doors, wipe down bathroom sinks, and house walkthrough after each event (picking up programs, lost and found items, trash, etc.). Most importantly, STRIVE TO BE PART OF THE TEAM! We want to create an atmosphere where the patrons will want to come back – again and again!
What Do Theatre Volunteers Do?
Carry out all theatre policies Scan / tear tickets Hand out programs and other printed materials Direct patrons to their correct seats or section Prevent outside food and drinks from being taken into the theatre Aside from concessions, we do not serve food from our menu in the balcony Be alert for any disturbance or emergency Direct patrons to restrooms, water fountains, the elevator, etc. Perform a light clean up after the show Set examples of good theatre etiquette (voices, using side doors) Take the extra step to provide excellent customer service Demonstrate a willingness to learn all aspects of your position Follow instructions from all staff Remember! You are here to serve our patrons needs. If you want to watch a particular performance uninterrupted, you should buy a ticket to ensure you enjoy the entire performance
Admiral Theatre volunteers must meet the following requirements: 1. Be 18 years of age or older 2. A Volunteer Application Form must be completed and turned in to Admiral Theatre Staff or the Volunteer Coordinator. All Volunteers must be approved 3. The potential Volunteer must be able to meet the general physical demands of being a Volunteer. These include, but are not limited to: o Standing for extended periods of time o Going up and down steps o The ability to bend, crouch or kneel at times, etc o The ability to tolerate loud noise o The ability to do light lifting (as needed) o The ability to see well in dim lighting or by the light of a flashlight 4. All volunteers must attend a training meeting before attending events 5. All volunteers must have good people skills and represent the theatre well
2
Safety Procedures Familiarize yourself with the locations of exits, fire extinguishers and first aid kits. Know the locations of these items on your assigned level for each event. Never try to handle am emergency alone, contact the House Manager immediately. It is imperative to not unnecessarily alarm the audience until you are prepared for an evacuation to begin. Fire If you smell smoke on your level, send an usher to find the House Manager and begin preparing. If the fire is small, localized and does not threaten the immediate safety of the patrons, send one usher out to inform the House Manager and use a fire extinguisher as needed to control or prevent the spread of fire. Medical Emergencies With thousands of people passing through our doors per season the Admiral Theatre experiences a myriad of medical emergencies. In the event of a medical emergency, please do not try and handle the problem alone. The other ushers and, more importantly, the House Manager are there to help and should be told immediately if there is a problem. If there is a medical emergency during an event, please try to get the patron out of the house and into the lobby where communication is easier. Of course there are exceptions. Always try to confer with the House Manager or Volunteer Coordinator before decisions are made. Generally it is better not to involve the audience in emergency medical situations. Most medical problems experienced at the Admiral can be easily solved. It is important to keep your eyes scanning the audience during the show. Problems will generally be brought to your attention via a guest of the ill or a nearby patron. Never assume you know the problem. Evacuation Procedures Remain calm. Patrons will look to you for direction, assistance and knowledge on how to exit the theatre. Speak in a firm voice and do not yell. You must remain on your assigned level to facilitate a safe evacuation. If there are those who are incapacitated by canes, walkers, wheelchairs etc., please attend to them personally. Remember the elevator will not work if the alarm is activated. Event Procedure Ushers will usually have 30 minutes before the lobby opens in which to prepare the lobby and theatre for the event. Preparation for each event is different; take your lead from the Volunteer Coordinator and House Manager. An “usher chat” will be held to review assigned positions and discuss the details of the event. The House Manager will indicate when the doors to the house will open by announcing, “The house is now open”. Please do not allow patrons in the house before this time.
3
Preserve the magic of the theatre: Show Policies Once the show begins ushers must be constantly on the alert for problems arising within the house. When the house lights go down the house becomes very dark. Ushers should try not to become engrossed in the show for if your eyes become accustomed to the show lights you will be less able to see problems in the audience. Latecomers The policy on latecomers differs widely from show to show. You will be informed during the usher chat on what the policy is for that event. Please make sure you read over these requirements. If you are able to manage these requirements, we welcome your assistance. Our volunteers’ contribution of time and energy is an important aspect in the operations of the Admiral Theatre and help provide our patrons with a positive theatre experience. Probation / Dismissal Policy Cancellations, No-Shows and timeliness are monitored. If you receive three unexcused absences, you will be removed from the program. There are exceptions for Leave of Absences (LOA), medical and/or family emergencies. One last note‌ volunteers are an integral part of the success of Admiral Theatre. We greatly appreciate your dedication and time. Thank you!!
4