Elgin Symphony Usher’s Handbook
2023
VOLUNTEER USHER REQUIREMENTS and RESPONSIBILITIES
MANY THANKS for Volunteering to be an Usher for the Elgin Symphony Orchestra. You are essential in creating a positive experience for our patrons. We expect our ushers to display a calm and confident attitude, while acting in a highly courteous, professional, and efficient manner. Prior to the start of each concert, we want our ushers to greet patrons and help newcomers feel welcome.
REQUIREMENTS to be an Usher:
• Be able to stand for 1-2 hours if necessary (ushers are NOT guaranteed seats for performances)
• Be willing and able to work at all usher positions and fulfill duties of each (e.g., greeting and directing patrons, ticket taking, seating, and more)
• Abide by all usher policies, including dress code, attendance, and usher etiquette
• Be on time and ready to work for all scheduled assignments
Usher RESPONSIBILTIES:
• SMILE when you serve someone
• Provide proper and courteous customer service to patrons of the Elgin Symphony Orchestra and guests of the Hemmens Cultural Center
• Ensure patrons have an enjoyable experience by cordially greeting and assisting
• Put the safety and comfort of our patrons above all personal concerns; be alert to opportunities to serve and assist
• Represent the Elgin Symphony Orchestra in an appropriate, responsible, and positive manner at all times
• Be an advocate for the Elgin Symphony Orchestra and encourage attendance among community members
• Have fun! Enjoy making someone’s experience special!
Usher DRESS CODE:
Acceptable Attire:
Men: black dress slacks, white shirt, and plain black comfortable dress shoes. All black attire is acceptable.
Women: black dress slacks or skirt (knee-length or longer), white shirt, and comfortable closetoed, black dress shoes. Note, the lobby temperature can vary greatly, so a black sweater or jacket may be desirable. All black attire is acceptable.
Usher Badge (provided at check in on day of performance.)
Please note: perfume, cologne, and other scents should be avoided or used very sparingly.
PERFORMANCE TIMELINE and PROCEDURES
• CHECK IN: Ushers should arrive 90 minutes before each Classic Series concert and 60 minutes prior to each Special Events Series concert and check-in with the Front of House Manager (FOHM). Arrival times & assigned positions will be listed on your confirmation letter. Enter on the north side of the building, hang your coat and belongings under the south stairs, and take a name badge.
• BRIEFING: The briefing will take place approximately 90 minutes before the start of the Classic Series concerts and 60 minutes before the start of the Special Events Series concerts. It is extremely important that you arrive on time, check in, and remain in the north lobby area until the briefing is completed. During briefing, the FOH Manager will confirm usher positions. The briefing will also cover the concert specifics, information about wheelchair seating, the late seating policy for that particular program, any receptions or donor lounges that might occur before, during, or after that performance, announcements of any usher position changes that need to be made, and a reminder of emergency protocol.
• REPORT to Positions: Once the FOH Manager has concluded the briefing, ushers should report to their assigned posts right away. Even before the theatre has been opened, it is important that ushers are visible and available to help patrons, particularly the ticket takers.
o Ticket Takers – Confirm that tickets are for the correct date, then tear tickets.
o Ushers/Programs – Distribute programs and help direct patrons to their seats
o Aisle Ushers – Help direct patrons to their seats; use coat-check tickets to keep track of walkers and wheelchairs (these items are not allowed in the aisles of Hemmens due to fire / emergency code requirements).
o Late Seating – For at least the first piece of music of the concert, one usher should wait outside their assigned door. LATE SEATING WILL ONLY OCCUR DURING APPLAUSE BETWEEN PIECES. IF THE FIRST PIECE IS LONG OR HAS MULTIPLE MOVEMENTS PEOPLE MAY ENTER BETWEEN MOVEMENTS AND SIT IN A SEAT AT THE BACK UNTIL THE APPLAUSE. The ESO Staff person on duty can help determine when and if latecomers should be permitted to enter and stand in the back of the hall or take an empty seat until the first piece is finished.
o Lobby Usher: Help any late comers find the box office and their correct entrance; help any patron who leaves the concert early; etc. An extra pair of complimentary tickets (to another concert performance) is available for the usher who volunteers to remain outside for the entire concert. Please contact the Usher Coordinator in advance of the concert if you are interested in this task.
▪ A member of the ESO Front of House team will ALWAYS remain in the lobby to aid in late seating issues.
• OPENING the House: A member of the Hemmens or ESO staff will indicate to the ushers at each door that the House is open. Please do not open the doors until an ESO staff member has given the ushers the OK. Handicapped persons and patrons that have a hard time standing or that need assistance may enter the theater before the house doors are openplease use your best judgment.
• DOWNBEAT: When the concert begins, ushers must enforce the late seating hold discussed at the briefing. Those who volunteered for late seating should stay outside the doors at each entrance for AT LEAST the first 20 minutes of the concert and then they may move inside between the doors and stay there during the first half.
• USHER SEATING: Those who have not volunteered for late seating may take an open seat after the start of the performance IF the seat fits the following criteria:
o The seat is an aisle or next to an aisle. Ushers must be spaced throughout the hall on the aisles to better assist our patrons.
o Ushers must be able to assist patrons in and out of the theatre during the performance, especially in case of an evacuation and/or emergency
Due to fire code requirements, it is unacceptable to sit on the floor or stairs in any of the performance spaces.
• INTERMISSION: At Intermission, ushers should wait until the house lights come up to open the doors. At Intermission, please report to your assigned posts. It is fine for ushers to take bathroom breaks at this time, however please coordinate with the other ushers at your door so each area is covered. At least one usher must be present at each door throughout intermission to answer questions and direct patrons to the restroom, refreshments, etc.
• EMERGENCIES: If there is an emergency, calmly and quickly find the FOH Manager, the officer on duty and nearest ESO staff member and explain the situation. The FOHM will notify the Stage Crew manager and will determine whether or not the concert should be stopped. The Usher and/or the FOHM should decide whether or not they should call 911 immediately. A staff member may ask you to aid them in filling out an incident report immediately following any emergency. Please note: there will be an auxiliary officer of the Elgin Police Department on duty at the Hemmens Cultural Center during all performances.
• CLOSING: At the conclusion of the show, ushers should wait until the house lights come up to open the doors.
o ENCORES: Please note: many of our guest artists will play encores that the House Management Team may or may not be aware of. Leave doors closed for duration of the encore. Once doors are open and patrons begin to leave, ushers should remain at their posts and greet patrons as they exit. After the majority of patrons have left the house, all ushers should return their badges. Any lost items should be given to an ESO staff member.
ATTENDANCE:
You will receive a confirmation list of your volunteer dates. Please review this carefully and be sure to let us know asap if you have any conflicts.
Guidelines, if it is necessary to cancel, are as follows: 1) Please call the administrative offices at 847-888-0404 and let us know about your conflict.
No Show: We realize some absences are unavoidable. When this situation arises, the usher should call to explain the circumstances to the Usher Coordinator within three business days following the performance. We understand that emergencies and conflicts arise, so we ask you to make every effort to let us know.
GENERAL POLICIES and PROCEDURES:
• Smoking is NOT permitted anywhere in the Hemmens Cultural Center.
• Drinks ARE allowed during Classic Series concerts, and Special Events Series concerts. (unless stated otherwise before a concert). No food is allowed.
• Audio and visual recording devices are strictly prohibited at Elgin Symphony Orchestra performances except by members of the press. If an usher observes a patron using any of these devices, please ask the patron to turn off their recording device (including cell phones) immediately and notify an ESO staff member. Please keep an eye out and continue to monitor the patron(s).
• Patrons and ushers should turn off all devices that may make noise during the performance - e.g., cell phones, beepers/pagers, alarm watches, etc.
• Please report emergencies to the nearest Box Office employee, Hemmens Staff member, ESO staff member, or the auxiliary officer of the Elgin Police Department.
• Four (4) complimentary tickets are available to volunteer ushers for most performances. Ushers who work a minimum of two (2) concerts during the 2021-2022 season are entitled to two vouchers per person (Once they have reached their 2-concert minimum). Please give the FOH Manager as much notice as possible when reserving your tickets so that we may ensure your seating preferences.
TICKETS:
Please be sure to look at the patron’s ticket as they enter to ensure the correct ticket for that day’s performance is being used. Concerns with tickets (e.g., patrons missing tickets, arriving for a wrong performance, and more) should be directed to the Box Office or an available ESO Staff Member.
ACCESSIBILITY INFORMATION:
• The Elgin Symphony Orchestra and the Hemmens Cultural Center provide access to the disabled, including an entrance ramp at the North End of the Hemmens Cultural Center, an elevator at the Northwest end of the theatre for access to bathrooms, designated seating (wheelchair seating is available upon request in all ESO venues) and listening devices. Please note: there is no elevator access to the Balcony at the Hemmens Cultural Center.
• Disabilities are not always apparent, so be alert for patrons who may need assistance. When approaching the patron, ask first if he/she wishes to have assistance, and what type of help.
• Address the patron directly and in a normal tone. In all matters, be patient and unobtrusive.
• Blind and visual impairment: If offering to lead, offer your elbow as a guide, and walk a half step in front. Give directions clearly: “Turn right and walk 20 steps ahead” is acceptable.
• Do not disturb a guide dog when it is working for its owner. Give clear instructions to the patron, and he/she will instruct the dog.
• Deaf and Hearing Impaired: Many of our patrons have some difficulty hearing. Speak clearly, looking at the patron. Be willing to repeat your message or ask for clarification.
• Physically Disabled and Wheelchair-Bound: Do not push a wheelchair unless asked or given permission. Please always take wheelchairs down backwards into the hall, to decrease the chance of the wheelchair rolling too fast down the ramp.
• If the patron prefers sitting in the theatre seat, place the wheelchair in the area in between the two doors to the house OR in the Will Call closet. Do not move the wheelchair down any stairs. Do not lift a patron out of the wheelchair; if assistance is needed, please alert an ESO staff member. Give a ticket receipt to the patron that matches the ticket attached to the wheelchair.
• If the patron uses a walker for assistance: if they would like us to hold on to the walkers for them, you MUST instruct the patron that the Hemmens and the ESO are NOT liable if their walker is lost or damaged. Give a ticket receipt to the patron that matches the ticket attached to the wheelchair.
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IMPORTANT INFORMATION:
www.ElginSymphony.org
Elgin Symphony Orchestra Administrative Office and Box Office
20 DuPage Court, Elgin, IL 847-888-0404
Hemmens Cultural Center Box Office
45 Symphony Way, Elgin, IL 847-931-5900
If you need to reach the Front of House Manager on the day-of a concert, please call:
Daphne Kawamoto, FOH Manager, 971-506-8697 or Marc Thayer, CEO, 305-205-4500