Front Of House

Opening The Theatre

Please be at the theatre an hour before the performance starts.

1. Enter using your fob. Enter the code into the keypad to deactivate the alarm.

2. Turn on the lights at the panel by the office door.

3. Collect the FOH keys from the key safe behind the box office. You will need to get the key to the key safe from the key lock—enter the combination to open.
   Turn on the toilet lights for the ladies' and gentlemen's toilets—this is done using the fish-shaped key with the FOH keys.

Setting Up for the Audience

5. Collect the fire pack and radio from behind the box office.

6. There will be an earpiece in the fire pack. Please connect this to the radio and turn it on.

7. Check the bookings for the access seats and make sure that the correct seats in the main house have been removed to accommodate those using a wheelchair.
   In the event that the seats aren’t removed, please speak with the stage manager immediately to rectify.
   If the performance is in the studio theatre, there are no seats to be removed.

8. Check to make sure it is ready for the audience—it should be clear of any belongings or rubbish from a previous performance.

9. Place the clock near the main doors and set it to the expected finish time for that performance.

10. Fill in the attendance and safety log, which can be found in the FOH folder behind the box office.
    As each staff member leaves at the end of their shift, please tick their names to show that they are no longer in the building—this is in case of evacuation.

11. Please ensure that the donation buckets and comment cards are on display.

12. Once these steps have been completed, please unlock the front doors, including the sliding doors, to allow the audience access to the building.

Welcoming the Audience

13. As the audience arrive, FOH staff should stand at the main entrance (bottom of the stairs), by the entrance to the auditorium next to the bar, and, if the performance is taking place in the main auditorium, a third member of staff will stand to the left of the box office to assist those who may wish to use the lift.

14. The stage manager will let you know when you can open the house.

15. As the audience enter the auditorium, please check their tickets—ensure they are for the correct performance, day, and time. Click the counter for each person admitted.
    The total number is to be added to the FOH safety sheet.

16. When the audience is seated, and at the appropriate time, check there are no audience members in the toilets. Then, close the curtains and the doors to the auditorium. Ring the stage manager from the box office phone and give clearance to start the show. It's important to start the show on time. Audience members who arrive late can be seated at the appropriate point after the performance begins.

During the Performance

17. Please remain aware of people coming in and out of the theatre and be ready to welcome audience members who may arrive late.

18. Always carry a torch so that you can usher people to their seats when the lights are down. When taking people into the auditorium, wait for an appropriate break—either at the end of a song or at a scene change—to minimise disruption for other audience members.

19. A few minutes before the interval, open the doors to the main house but wait to open the curtains until the house lights come up.

Interval

20. During the interval, No. 1 will remain in the foyer as a point of contact should an audience member need assistance.

21. Be aware of the other staff members and be alert to offering assistance should it be required—especially when there is a full house.

22. At the end of the interval, at the appropriate time, check there are no audience members in the toilets. Then, close the curtains and the doors to the auditorium.
    Ring the stage manager from the box office phone and give clearance to start the show. It is important to start the show on time.
    Audience members who are late can be seated at an appropriate point after the performance begins.

After the Performance

23. A few minutes before the end of the performance, open the doors to the main house but wait to open the curtains until the house lights come up.

24. With No. 2, please give out flyers to the audience members as they depart—one can give out flyers while the other holds a donation bucket.

25. Check the main house to ensure there are no audience members left.

26. Check the toilets and, if clear, turn off the lights with the fish key.

27. Take the clock and place it in the cloakroom behind the box office.

28. Once the foyer is cleared of audience members, please lock the front doors and the sliding doors.
    Lower the wooden bar into place, which ensures no one can force the sliding doors open.

29. Put the radio on charge, put the earpiece back in the fire pack, and replace the pack behind the box office.

30. Turn off the lights at the panel by the office.

31. Inform the stage manager that you are leaving and that the front of house is secure.

32. Leave via the stage door.

Before the Performance

1. Please be at the theatre an hour before the performance starts.

2. Turn the box office lights on, ensure the signs above both seats show the correct information, and turn the answerphone to "Day".

3. If FOH No.1 hasn't opened the key safe, you can do so in order to get the store cupboard key out of the key safe.

4. Open the safe and take out the floats for the box office and kiosk. If the performance is in the main house, you will also eventually need the smaller float for the ice creams to be taken in during the interval.

5. Check the floats in each tin before handing them over to the kiosk staff. The instructions and composition for each float are inside each tin.

6. If there are any discrepancies in the float, mark them in the comments section of the form in the black folder "Box Office Floats and Cash Handling".

7. Take the tickets that are to be collected out of the drawer in the cupboard behind the box office desk.

8. Box Office No.1 to log on to the computer and print off any tickets that have been purchased since the previous close of the box office. If they are for performances other than the one that evening, then put the tickets in a ticket envelope and mark it with the customer's surname, then forename, and the relevant performance including the start time. Then, please file this in the drawer under the relevant show, alphabetically by surname.

9. Serve patrons as they approach the counter.

During the Interval

10. Please staff the box office and be available to sell tickets and answer box office-related queries.

11. Box Office No.2 may help with ice cream sales during the interval.

After the Interval

12. Collect the floats from the kiosk and ice creams (if they went into the main house) and programmes (if they have been on sale).

13. Cashing Off the Floats: Both box office staff do this together. The composition of each float should be restored as closely as possible. If you find that you are in need of some 5p coins, for example, please either check the donation buckets and swap some coins out or make up the difference with other coins. The takings— the amount left after the floats have been reconciled from both ice creams and kiosk sales— can be cashed up together. Fill in the cashing-up sheet and record the totals in the black box office folder. Please remember to sign and countersign both the cashing-off sheet and the sheet in the black folder.

14. The takings are put into a plastic money bag with the cashing-off sheet and placed into the corresponding cloth bag in the safe. When putting in the cashing-off sheet, please fold it and write on the outside the name of the show and the date.

End of Performance Procedures

14. If there is another performance that day, please also add the time. Put the labelled cashing-off sheet in the plastic money bag facing outwards so the name of the show can be read from the outside.

15. Once bagged, the takings are put in the safe. You will find several cloth bags marked according to the respective area— Kiosk, Bar, Café, etc. Please put the takings from each area into the respective cloth bag and then place them back in the safe.

16. In the event of larger-than-average takings at the bar or kiosk, it may be necessary to "bomb" the takings. If you can fit the performance's takings completely into a yellow cartridge (bomb) including the cashing-off sheet, please do so and drop it into the safe, which is in the footwell of the box office desk.

17. When the monies have been processed, please replace all the floats back into the safe and lock it.

18. Lock the box office store cupboard door and return the key to the key safe on the wall.

19. Turn off the box office lights and turn the sign above Box Office 2 around to display the correct information—CLOSED.

20. Turn the phone system from Day to Night.

21. If there is something that you need to pass along to the day staff, there is a book in the top drawer beside the box office chair. Please write a note passing along the relevant information and print your name with the note so that if someone needs clarification, they can contact you.

22. Inform FOH No.1 that you are leaving the building so they can tick you off on the safety log.

Programmes

23. If we have been asked to sell programmes for the performance, there are also two small blue bags containing a float of £10 each for those who are selling to carry with them.

24. Take the programmes out of the store cupboard— Box Office No.2 can offer a programme when anyone collects their tickets. FOH staff can sell them in batches of 15, carrying the blue bags to give change. In addition to this, please place 15 programmes each at the bar, at the kiosk, and at the box office. This helps track how many have been sold when checking the takings. Please offer the programmes for sale before the performance and during the interval.

25. Cashing Off the Programme Floats – At the end of the interval, collect any takings from the bar, kiosk, and box office.

26. Balance the floats to the required composition— £10 in either £1 & 50p coins or in £2 & £1 coins.

27. Mark the programme takings in the black box office folder.

23. If there is another performance later that day, please set up the programmes as described in Point 23, ready for the next shift.

Opening The Bar

1. Please be at the theatre an hour before the performance starts.

2. Collect the keys from behind the box office.

3. Remove the grilles from the bar and unlock the fridge. Turn on the coffee machine at the plug on the wall to the left of the machine.

4. Check that the fridges and shelves are fully stocked. Additional stock is in the cupboard behind the box office.

5. Wipe the tables and put out the table cards and sugar bowls.

6. Collect ice from the small white freezer.

7. Check notepads for interval pre-orders—these should be labelled A–D.

8. Place the milk and sugar unit on the counter.

9. Check that the Pringles and Piper’s Crisps are topped up.

10. Using the "NS" button on the till, open the drawer and check that the float is correct and that you have enough change. Additional change is available at the box office.

Serving at the Bar

11. If you are serving someone who looks younger than 25, please ask to see ID.

12. Please open all alcoholic drinks before handing them to the customer.

13. No glass is allowed in the auditorium. Please serve all drinks within 15 minutes of curtain up in plastic cups.

14. Payment is taken in cash or card. Instructions on using the card machine are behind the bar to the left of the serving area.

15. When taking interval drink orders, write the order on the pad. Tear off the slip, making sure a table number is visible. Hand the slip to the customer and take payment for the order.

Before the Interval

16. When the audience has been seated, please restock the fridges—both front and back. Also, check if you need any further stock from the cupboard behind the box office.

17. Collect and wash up any used glasses. Put empty bottles into the respective bins and reset the tables and chairs. Wipe the tables if necessary.

18. Prepare any pre-ordered interval drinks in good time so that they are on the appropriate tables for collection before the audience exits the auditorium/studio.

19. Please wait at least until the stage manager's bell has sounded the 10-minute notice before preparing any hot drinks. Leave them on the table with the saucer over the drink to preserve the temperature as much as possible.

After the Interval

21. When the audience has been seated, please restock the fridges—both front and back. Also, check if you need any further stock from the cupboard behind the box office.

22. Collect and wash up any used glasses. Put empty bottles into the respective bins and reset the tables and chairs. Wipe the tables if necessary.

Closing the Bar

23. After restocking, cash off the till. The red folder to the right of the till has cashing-off slips, plastic money bags, and summary sheets. Leave a float of £150.00 in the till. Total the cash and the card receipts, fill in both the cashing-off slip and summary sheet, and bag the respective amount with the cashing-off slip. Hand this to the box office to put in the safe.

24. Switch off the coffee machine at the wall. You will not need to do anything else to the machine.

25. Turn off the lights in the storeroom and kitchen.

26. Replace the grilles, affix the padlocks, and lock up the fridge.

27. Lock the kitchen door.

28. Return the keys to the box office.