Contact Information
Brooke Barber, Operations Manager
bbarber@capitalonehall.com
571-532-4701
Overview
Welcome to Capital One Hall! We are honored by your decision to volunteer with us and greatly value the time and energy you contribute to serving our patrons. We aim to create an inviting, positive, and safe environment for our volunteers based on mutual trust, respect, and pride. This handbook provides guidelines for the fair and consistent treatment of all and outlines your rights and responsibilities as an ambassador of Capital One Hall. We may modify or revoke these guidelines at any time and welcome suggestions for their continued improvement
Event Registration
Volunteers are required to create a VolunteerHub account to register for events. Please use our venue’s personalized link to create an account: https://capitalonehall.volunteerhub.com/vv2/
Registration for events through VolunteerHub closes approximately 6 hours before the indicated call time, and cancellation of registration is typically permitted until 12 hours before call time. In the event of an emergency (i.e., if you must cancel your registration less than 12 hours before call time), please reach out to a supervisor directly via email or telephone. We may extend or suspend the registration period for certain shows depending on the demand for volunteers.
VolunteerHub distributes an automated confirmation of registration upon signing up for an event. These messages will arrive at the email or phone number associated with your VolunteerHub account.
VolunteerHub also distributes automated reminders of events for which you have registered Reminders will arrive to the email or phone number associated with your VolunteerHub account three days prior to the event date. Please be aware of any pertinent information included in these messages.
Volunteer Responsibilities and Expectations
Ushers are the first point of contact for event attendees. It is of utmost importance to leave a positive impression upon guests which sets the tone of their visit and encourages patron loyalty. Below are the general policies and standards of conduct for Capital One Hall volunteers.
Volunteers are expected to:
1. Maintain a positive and professional disposition during events and while interacting with guests.
2. Arrive at the venue in uniform by the communicated call time.
3. Confidently assist guests and initiate polite, helpful interaction.
4. Stay at their assigned post for the entire event or until explicitly dismissed by a supervisor.
5. Always remain standing when inside the theater to appropriately monitor the crowd Ushers inside the house may temporarily swap posts with an usher outside of the theater should they
need to sit. Please notify a supervisor about any limitations which may restrict your assignment to certain locations.
Volunteers are prohibited from:
1. Falsification of application.
2. The willful destruction, misappropriation, damage, or theft of property of ASM Global, Capital One Hall, its customers, patrons, contractors, employees, and other volunteers
3. Engagement in intimidating or abusive behavior which threatens the personal safety or welfare of any person while on facility grounds or at any place while on duty.
4. Insubordination and/or failure to carry out a supervisor’s legitimate instructions.
5. Consumption of alcoholic beverages or being under the influence of alcohol while on duty. Smoking is strictly prohibited on the property of Capital One Center.
6. Consumption of food or beverage at your post (water excluded). Any concessions or personal food items are to be consumed in Coat Check, out of the sight of guests.
7. Possession, dispense, or use of any illegal drug or legally controlled substance on facility grounds or any place while on duty, unless under specific written medical authorization.
8. Possession or use of a weapon of any kind on Capital One Center property or any place while on duty.
9. Removal of records, files, lists, or other items belonging to ASM Global, employees, other volunteers, facility customers, or patrons from facility grounds or from ASM custody.
10. Disclosure in any manner of information contained in records, files, lists, or other items belonging to ASM, employees, other volunteers, facility customers, or patrons without authorization.
11. Conviction of a felony or serious misdemeanor while volunteering on behalf of ASM Global and Capital One Hall.
12. Attempting to bribe or exert improper influence for personal benefit.
13. Accepting gifts, gratuities, or favors from any person or organization doing or seeking to do business with ASM Global, unless approved by your supervisor.
14. Participation in any illegal work stoppage or slowdown, or commitment/helping another to commit workplace sabotage.
15. Use of any office communication system, including email, in a morally harmful, disruptive, offensive way or otherwise violates ASM policies.
16. Engagement in any act, including practical jokes or horseplay, which may endanger persons and/or property while on facility grounds or at any place while on duty.
17. Failure to observe safety rules or effectively use required safety equipment.
18. Solicitation without permission for commercial or fundraising purposes while on facility grounds or while on duty.
19. Performing or assisting without permission another’s performance of personal work at any time while on facility grounds or any place while on duty.
20. Use of office telephone or other communication systems for personal or unauthorized purposes which interfere with normal duties or job productivity.
21. Abandonment of the workplace before the scheduled end of shift or abandonment of an assigned post without supervisor permission.
22. Encouraging another volunteer or employee to violate any standard of conduct or other ASM policy.
23. Reporting to work without required uniform and personal safety equipment in clean and serviceable condition or failing to maintain acceptable personal hygiene.
Dress Code and Required Items
- Black slacks or skirt
- White long-sleeved, collared dress shirt
- Uniform vest (COH provided)
- Comfortable, all black shoes
- Unobtrusive jewelry
- No strong colognes/perfumes
- Small flashlight (COH provided)
Preshow Briefing
Upon arrival at an event, a supervisor will brief volunteers on any relevant information pertaining to the performance. The House Manager will review the following information, which applies to all events but may not be mentioned during briefings due to time constraints.
Safety Emergency Egress
Volunteers must be familiar with the emergency exit route closest to their assigned post. In an emergency, ushers should calmly relocate or direct patrons out of the theater. A Floor Manager will provide more specific instructions during an emergency.
Medical Emergencies
In the event of a medical emergency, prioritize attention to the distressed patron. Signal the nearest volunteer for assistance with locating a Floor Manager, House Manager, or other staff member who will request EMS over radio. The individual requesting EMS should specify the location of the patron and necessary degree of medical assistance. Always remain calm and try to keep the surrounding area clear. Following a medical emergency, volunteers who witnessed the emergency should relay details of the incident to a staff member who will file a written report.
General Incidents
Should you encounter an unruly or disgruntled patron, please be as polite and accommodating as possible – assure the patron that their concerns will be adequately addressed. If the situation escalates, immediately alert the nearest Floor or House Manager who will handle the issue accordingly.
Railings
Please be aware of and remove any objects placed on venue railings, such as food and beverage items, programs, phones, etc., which may fall and endanger those below.
Equipment and Devices
Flashlights
A supervisor will distribute a flashlight to each volunteer at the beginning of every shift. Please use your flashlight to navigate the theater and assist guests in dim house lighting. This is especially important when directing patrons up and down stairways during an event. Flashlights are not to be used during intentional blackouts. Always point your light towards the ground to minimize disruption to other patrons. Smart phone flashlight apps are only to be used with permission from a supervisor. Volunteers must return their flashlight to the designated container in Coat Check at the end of their shift.
Electronic Devices
The use of electronic devices (including mobile phones) while on duty is prohibited Should a personal matter arise that requires the use of your cell phone, we ask that you do so out of the sight of guests.
Patrons are not to use personal electronic devices to photograph or record a show unless the artist otherwise permits. In instances where the artist prohibits photography, volunteers may approach patrons using electronic devices to photograph and/or record and gently request they refrain from doing so. Volunteers may also address patrons using personal electronic devices in a manner that is disruptive to other guests and/or the performance. A supervisor will clarify the event photo/video policy during the preshow briefing.
Concessions
Patrons may not enter Capital One Hall with outside food or beverage. Concessions are sold at one or more of the venue’s bars during most events. Concessions sold inside the venue are permitted inside the theater. Guests may not exit the venue with alcoholic beverages purchased in the venue.
Volunteers may not consume food or beverage or chew gum in view of guests. Please wait until your break or immediately after intermission to eat or drink. Volunteers may consume hard candy or cough drops with discretion.
Designated Posts
The following is a list of locations within the venue which volunteers may be assigned to manage during an event. It is important for volunteers to be familiar and comfortable with overseeing any of these positions.
Doors
Right/Left Orchestra
Right/Left Balcony 1
Right/Left Balcony 2
House (in Theater)
Right/Left Orchestra Row A
Right/Left Orchestra Row P
Right/Left Balcony 1
Right/Left Balcony 2
Atrium (Level 4)
Top of Ticket Lobby stairs
Premium Parking ticketing
Bottom of grand stairs
Balcony 2 (Level 7)
The Gallery
Ticket Lobby
Ticketing
VIP check-in
Vault/Vault Lounge
Right/Left Doors
Right/Left House Programs
Some artists will provide programs for their performance. Volunteers will be given containers with these programs to distribute to guests as they enter the theater. If you run out of programs, please contact the House Manager.
Ticketing
If you are assigned to a ticketing post, a staff member will assist you in learning how to operate the electronic ticket scanning devices. The venue has two points of entry where tickets are scanned:
Main (Ticket) Lobby – 7750 Capital One Tower Road
Premium Parking entrance – Hotel and Event Garage, 1625 Capital One Drive N, Level 5 North
Please be aware that every guest must present a valid, scannable ticket to be permitted entry into the venue.
Seating
There are two seating schemes for performances at Capital One Hall.
Reserved/Manifested Seating refers to a performance with designated seat assignments which guests select upon purchasing a ticket.
General Admission refers to a performance with no seat assignments, i.e., guests may select any available seat upon entry into the theater. When volunteering for a General Admission event, please encourage guests to sit as close to the front and center of the theater as possible, so that latecomers may access aisles and rear sections without distracting others.
Accessible Seating (ADA)
Capital One Hall offers accessible seating on each level. These ADA areas are reserved for one ADA patron and three guests. For some shows, the Box Office will provide the House Manager with tickets to relocate guests who require accessible seating but have purchased non-ADA seats. If a patron inquires about relocation, volunteers should contact the House Manager (either directly or through their Floor Supervisor) and ask if there are relocation tickets available.
Breaks
Volunteers are allowed a short break post-intermission. Volunteers should stagger breaks among themselves so that all essential posts remain staffed, i.e., at least one usher on each side of the theater on each level. Snacks and drinks are regularly available in Coat Check
The policy on whether or not volunteers are able to sit inside the theater during a performance will be determined on a show by show basis and communicated at the preshow briefing.
Dismissal
When a show concludes, please remain at your assigned location until the house is clear. At this point, all staff – including volunteers – must complete a cursory sweep of the house to check for lost personal items.
Lost and Found
All lost and found items must be delivered to the Coat Room and logged in the designated binder. The lost and found form should be filled out as thoroughly as possible, so other staff members can successfully identify and return the item to its owner. If you encounter valuable items such as cell phones, credit cards, car keys, etc., please inform a Floor Supervisor/House Manager, so they can announce over radio that a valuable item has been found.
Event Points and Complimentary Tickets
Volunteers will be allotted two event points for each show worked. Additional event points may be allotted for multiple performances held on the same day. Five event points may be redeemed for one complimentary ticket to any show. Complimentary tickets are distributed on a first come, first served
basis – ticket requests are not guaranteed to be approved. To request complimentary tickets or event point status, please email one of the event contacts.