Usher Training Notes

PREPARING FOR WORK

Dress Code
          - ALL BLACK, or all black pants/skirt with white top
          - NO prints of any kind
          - All shirts tucked in
          - Black shoes - no sneakers, no sandals, no open-backed shoes. If the sneakers look like shoes, that is OK
          - Allowed: black vest, sweater, jacket
          - Ties: optional at concerts
          - Seasonal/Holiday sweaters or ties OK within reason
          - Masks: at the discretion of theater management. They can be disposable and any kind the Usher wants,
            as long as they are subtle and in good taste. Black or blue, or Union IATSE are preferred

Personal FLASHLIGHTS are required!!

If you are working an Event, the dress code remains the same black and white, but slightly more formal depending on the type of Event (corporate, wedding, etc.)

Sign In and Out
          - This is for you to get paid!
          - Also to account for everyone in an emergency

Arrive On Time
          - Must be ready to go at Call Time
          - If running late, call or text:
                              Robin: 617-723-2214
                              Podium: 617-532-1257
                              Office: 617-532-1223

Personal Belongings
          - Put away in locked Usher locker rooms & closets, located at:
                    - lower-level Ladies Room
                    - upper-level Dress Circle outside Men's Room
                    - top of the stairs over the Balcony on the far right and left of the House
                    - Not to be stashed behind seats, bars, program boxes, etc.

STARTING WORK

NO CELL PHONE USE from Call Time to Dismissal
          - Not in the Lobby, not anywhere patrons could see you and think you were "on your phone while at work"
         - If you might have an emergency call, give out the Office # as there is always someone there. They can find
           you and you can take the call in the Office (ex: for babysitters). Let your Supervisor know you have to
           leave your position to take the call

NO EATING anywhere in sight of patrons, ever

NO DRINKING anywhere in sight of patrons. Water bottles are allowed if they are discreetly hidden in the Program Boxes. No water bottles left out on shelves or ledges

GENERAL MEETING 

Held right at Call Time; run by Chief Usher (Robin)

Imperative to stay quiet in the Inner Lobby before this meeting as there may be a Sound Check going on, and noise from the Inner Lobby carries right into the theater

BREAKOUT MEETINGS

Held immediately following General Meeting, above; run by Assistant Chief Ushers (Mary & Larry)
          - Separate meetings: Floor and Balcony Ushers
          - Receive Position assignments 
                    - These are in the format of "Position (aisle, splitter, etc) , End Location (3=doorway 3) , Intermission                        Location (A=doorway A)".  
          - Receive On and Off assignments
          - Walkie-Talkies given out

Assigned Positions
          - Please go to your assigned Aisle immediately upon conclusion of Breakout Meeting
          - Review your area seating rows, numbers (odd/even) & boxes if applicable, especially if you are working                  The Pit, as the chairs are not marked and every Show is different
         - Check area for closest Exits in case of emergency
         - Stay at position to assist patrons for the duration of the Show

OPENING

Doors to the Grand Lobby generally open 45 minutes before Curtain
          - House seating generally begins 30 minutes before Curtain
          - However... there may be times when seating will start as soon assignments are made at the Breakout
            Meeting; if so, this will be announced at the General Meeting
          - Please no lengthy conversations with other ushers in your assigned area

Balcony Ushers: 
          - No standing over the railing to watch the event (you can occasionally peek) as you can be seen, and could
            end up in patrons' pictures!

DURING THE SHOW / CONCERT

Proper Walkie-Talkie Etiquette 
          - Call Supervisor
                    1. Announce your name
                    2. Announce the name & location of the Usher needing the Supervisor
                    3. If  an EMERGENCY, give location and nature of Emergency. Gather what information you can while
                        waiting for assistance to arrive

Pictures, Videos, Masks
          - Some concerts have a No Photography policy, which we need to help try to enforce
                    - Speak to the patron gently but firmly with a ~smile~ !
                    - Repeat Offenders (2+): you may summon your Supervisor. Same for not wearing their mask up over
                      their nose. See below:

Speaking With Patrons
          - Be kind and cheerful
          - SMILE! 
          - We are part of their Wang Theater experience  :-)

Remember, "It's not WHAT you say, it's HOW you say it"

If you need to escort a patron with a concern to a Supervisor, bring them, give a BRIEF description of the issue, then return to your position. Do not linger to see what happened! If you are needed further, someone will come back to speak with you

Any Concerns?
During performances, inform your Supervisor

Breaks
You may take a brief break (bathroom) as long as someone can cover for you, but not just before Intermission as you are needed in your Intermission Position then

INTERMISSION

As the House lights rise, go to your Intermission Position which will generally be one of the doors


Cheerfully answer patrons' questions, most of which will be related to the locations of the rest rooms or the Concessions. Concessions generally close after Intermission

Remain there until the House lights dim when you are to return to your original Position

ENDING WORK

If you are OFF:

          - Generally, for non-concert Shows, Ushers may leave 30 minutes after the Curtain physically goes up (not 
            Curtain time), subject to the Show
          - For Concerts, Ushers may leave after the completion of the 1st song of the Headliner after Intermission              - However, please do not leave yet if patrons are still coming in and need to be seated; they may need
            assistance to be initially seated or reseated
          - Don't forget to Sign Out!

If you are ON:

          - As the curtain falls, go to your Final Position which will generally be one of the doors
          - Encourage patrons to exit out the doors indicated by the House Manager (sometimes side door exits are
            in use, sometimes only the front entrance)
          - As soon as your area is cleared of patrons, check each row for lost items (phones, jewelry, sweaters, etc)
            and if you find something, note the row and seat, then return to item to the podium and tell Robin the
           exact location where you found it
         - Return to your final Position and wait for your Assistant Head Usher to dismiss you, even if your area is
           clear and clean and you think you are done
         - Don't forget to Sign Out!

GENERAL INFO 

Chain of Command:

          - Immediate Supervisor 
          - Chief Usher 
          - Assistant Theater Managers (varies with every show)
          - Theater Manager (George Rodriguez)
          - Director of Theater Operations (Eric Neill)