Durham Performing Arts Center Volunteer Handbook September 2014 Edition

Transcription

1 Durham Performing Arts Center Volunteer Handbook September 2014 Edition

2 INDEX Welcome pg. 2 General Information pg. 3 Parking pg. 4 DPAC Seating Chart pg. 5 Lobby Directory pg. 6 Commitment & Dress Code pg. 7 Reasons for Dismissal pg. 8 Volunteer Roles pg. 9 Shift Information pg. 10 Perks pg. 11 Emergency Procedures pg. 12 Waiver pg. 13 1

3 WELCOME TO DURHAM PERFORMING ARTS CENTER The objective of the DPAC Stars program is to give you the opportunity to serve the Durham community, act as an Ambassador for the city of Durham, and promote the entertainment we present at DPAC. As the Durham Wayfinders say, There s only one chance at a great first impression and we feel our DPAC Stars are the perfect ambassadors to give our guests a superb first impression. DPAC s Guiding Principles Our Vision: We believe in great entertainment experiences. We want to be our guests favorite place for live events. Our Mission: To present one-of-a-kind, live entertainment events. From Broadway to concerts, comedy to family shows there is something for everyone at DPAC. Our Values: Quality and service. We deliver these values with with warmth, friendliness and an attention to detail that is the hallmark of the legendary DPAC Experience. Guests First! Why Is This Important? DPAC prides itself in providing not only quality entertainment but an experience that exceeds our Guests' expectations. DPAC does this by putting Guests First! The commitment to put Guests First! creates Guest loyalty that translates into repeat attendance. Remember, the DPAC experience is about the total experience, not just what happens on the stage. Guests judge our performance based on the ease of the ticketing process, how efficiently they are seated, the cleanliness of the facility, wait time for refreshments, and a number of other variables. Volunteers enable us to achieve this goal of always putting Guests First! Volunteers have the opportunity to participate in the on-going success of the arts in the City of Durham by offering time and talents and sharing your love of the arts with our Guests. You may be a Guest s first impression of DPAC and, for many, the Durham community. Opportunities for volunteers are provided without regard to religion, creed, race, national origin, age, sex, disability, or sexual orientation. The first 90 days of the volunteer experience is mutually probationary; however, dismissal at anytime is at the discretion of DPAC. DPAC Staff Contact Information Address 123 Vivian Street, Durham, NC Volunteer Contact volunteers@dpacnc.com General Manager Director of Event Services Senior Events Manager Volunteer Administrator Bob Klaus Jen Rogers Michael Colvin Taylor Shepard 2

4 Wayfinder Volunteers DPAC Stars Team DPAC has partnered with the Durham Convention and Visitors Bureau (DCVB) to establish its DPAC Stars Volunteer Program as a part of Wayfinders. Rewards of being a DPAC volunteer: «See Broadway shows and other events after your shift when seating is available «Promote Durham as a city of great things to do «Meet and work with wonderful staff and other great volunteers «Participate in volunteer appreciation events Essentials for Volunteering at DPAC Positive Body Language Watch Your Words Appearance Counts Understand the DPAC Culture and Your Role Volunteer Requirements «Minimum 16 years of age «Register on Shiftboard upon completion of orientation conducted by the DCVB «Excellent communication skills «Friendly and positive attitude to DPAC staff and Guests «Professional demeanor and appearance «Willingness to perform assigned tasks «Availability to volunteer for various shifts and show types «Love the arts & the City of Durham «Punctuality Scheduling Each volunteer must create an account on Shiftboard, the volunteer scheduling software. DPAC will post all events on Shiftboard that require volunteers, and each volunteer will schedule him/herself if s/he plans to work during a particular event. As a volunteer, we ask that you select varied events throughout the season to ensure adequate coverage at events that may not be as popular as others. Show shifts will be posted on the first Monday of the prior month at 7.15pm for example, shifts for November will be posted on the first Monday of October. For each event you want to work you will need to choose an assigned task for the evening. Roles are further explained on pg. 9 All DPAC Volunteers will be members of the DPAC Stars Team. Each volunteer must go through a mandatory on-site training session before he/she will be added to the 3

5 Parking There are numerous parking lots in the vicinity of DPAC for volunteers to park. We would recommend parking in the Corcoran St and Church Street parking decks (brown parking decks across the street from DPAC running adjacent to the railroad tracks). Parking costs $1/hour from 8a 7p and depending on the event you will most likely not be charged more than $3. Parking can also be found in the North, South, and East decks cost of parking in these decks is $5. 4

6 Seating Chart 5

7 Lobby Directory 6

8 Availability and Commitment All volunteers are expected to work their scheduled shifts and arrive on time. Please allow ample time for parking and walking to DPAC. Late arrivals WILL NOT be permitted to work and asked to leave. Absences may be excused in cases of emergency. However, volunteers must communicate via , voice mail message, or by unconfirming on Shiftboard their inability to work a scheduled shift prior to the shift start time. Three unexcused absences will result in immediate removal from the DPAC Team. Dress Code & Personal Appearance A neat and tasteful appearance contributes to the positive impression you make on DPAC and its Guests. You are expected to be in suitable attire and neatly groomed during scheduled volunteer hours at DPAC. All clothing should be neat, clean, pressed and free of fading or tears. Hair (including male facial hair) should be neatly groomed. Jewelry should be modest. Tattoos and body piercings should be covered when performing volunteer duties. Sunglasses should never be worn. Volunteers are expected to dress in the official volunteer uniform. Proper attire provides easy recognition for our Guests when they need assistance. Uniform Black dress pants or black skirt Red shirt/blouse with a collar. A polo shirt is preferred. Both long and short-sleeved shirts/blouses are acceptable. Black closed-toe shoes Volunteer Badge (will be distributed during your shift) Appropriate outerwear (in the instance you are assigned as an Outdoor Greeter) ***Volunteers are required to purchase their own uniform*** The FOH Supervisor is responsible for evaluating volunteer dress and appearance prior to each shift start. A volunteer may be sent home for failure to meet DPAC dress code requirements. Don t forget - a BIG smile is always part of the uniform! 7

9 Reasons for Dismissal from the DPAC Team The following are reasons for dismissal. Please note this is not an all-inclusive list. Discourteous behavior toward Guests or other volunteers or DPAC staff Being uncooperative with the Volunteer Administrator, Event Supervisors, House Managers, or other DPAC management/employees Continued violations of improper dress or appearance Consumption of alcoholic beverages or illegal substances or under the influence of these substances while on duty Irresponsible, unhelpful, or unprofessional behavior or attitude More than three (3) unexcused absences Frequent tardiness Repeated failure to perform the volunteers duties as described in this Handbook Unwillingness to accept a different volunteer assignment Unauthorized access to the backstage or seating area Other Items to Remember Gum chewing or eating is not allowed during your shift Minimize perfume and cologne as some Guests may be sensitive Cell phone use is not allowed during shifts Leave personal items in your vehicle or at home Remain at your assigned position until the FOH Supervisor releases you from your post Do not take pictures or record the show while in the seating area Wait until all ticketed Guests are served before entering the concession line Do not enter the seating area until the FOH Supervisor communicates the appropriate location for volunteers Never place items on the ledges in the seating area Remain at the assigned seating area in the theater Sit quietly being mindful of paying guests. Avoid talking and noise from food wrappers. The Volunteer Administrator will be monitoring Volunteer behavior if a volunteer has three strikes he/she will be removed from the DPAC Stars team. 8

10 Volunteer Roles «Outdoor Greeter (2 per parking deck) Outdoor Greeters are assigned to area parking decks and direct Guests to DPAC. You will never be asked to volunteer alone as an Outdoor Greeter. All decks also have security personnel available. It is important to station yourself in locations where you will be visible to Guests. Outdoor Greeters should greet Guests as they approach and hand them a Durham street map, when available. Guests may also ask for suggestions on places to dine in the area after the show. These positions will get one star card per event. «Pick up/drop off Assistance Responsible for greeting DPAC guests that are being dropped off on Vivian Street. These guests may require additional assistance due to limited mobility. This volunteer will provide wheelchair assistance as applicable. This position will earn one star card per event. «Elevator Assistance Responsible for loading/unloading elevators with Guests to ensure safety and adequate capacity is reached during ingress and egress. «Box Office Greeters Responsible for greeting DPAC s patrons entering through the Box Office. One will be positioned on the Mangum side of the street and another on Vivian. These roles are the first people guests meet as they come to venue. «DPAC/ATC Ambassadors (2 positions) Responsible for directing guests walking from American Tobacco Campus to DPAC. These volunteers will be stationed near the ATC lawn and will be the first person to greet guests with a winning smile. «Program Distribution (Playbills) Provide playbills and promotional flyers to Guests, according to DPAC distribution policy for Broadway shows only. You may also be asked to insert program changes in the playbills. Volunteers are positioned at the base of the stairwells in the Entry Lobby. Remember always welcome Guests to DPAC and state, Enjoy the Show! 9

11 Shift Start Arrive on time and in appropriate attire. Allow time for traffic and parking. Tardiness is unacceptable. DO NOT BRING PERSONAL ITEMS INTO DPAC, as no storage is available for volunteers. Shift start time is 1.5 hours prior to the event, unless otherwise noted. Sign in for your shift with Guests Services, who will assign you to a work station, based on show requirements. Assignment locations cannot be guaranteed, but we will do our best to rotate volunteers. You may be given materials required for your assignment (i.e., maps, promotional literature, playbill inserts, etc.). Be flexible and willing to accept assignments to various positions to include parking decks, holding doors, greeting Guests, and distributing playbills. Occasionally, reassignments must be made in order to better serve our Guests. Participate willingly by inserting program changes in the playbills, as directed by the Supervisor. All volunteers are expected to do their fair share during pre-show volunteer assignments. Familiarize yourself with your assigned area (i.e. restrooms, exits, elevators, closest Event Staff) Be welcoming and responsive to Guests questions to the best of your ability. Direct Guests to a Volunteer Coordinator or House Manager if you are unable to answer any questions. Smile and exceed the expectations of our Guests. Use phrases such as, Welcome to DPAC, or Enjoy the show. Shift End Approximately 20 minutes after the event start time, the Supervisor will direct volunteers to sign out. Return any materials, flashlights; Volunteer Badges, etc., to the Guests Services. You will be able to stay and see the show, as a general rule, even if the show is sold as a FULL HOUSE. The FOH Supervisor will advise whether volunteers may remain and the appropriate seating location, which is in the Balcony boxes. Never select another seating location without prior approval. 10

12 Volunteer Perks Volunteer Appreciation Events We will have a number of volunteer appreciation events to celebrate all that you do for us! Details to come. Volunteer Star of the Month Every month, DPAC will recognize one stand out volunteer. Volunteers who stand out for their attendance and customer service will receive a small token of gratitude for their hard work. Earning/Redeeming Stars All DPAC Star cards will be able to be redeemed until May 31, 2015 that includes all existing cards you may be holding and new cards you earn through December The Volunteers will be able to redeem their current stars for complimentary tickets through our Ticket Center window using the star cards. On the 1st of each month, a set number of complimentary tickets to performances during that month will be made available on a first-come, first-serve basis to volunteers. Each performance will require a different amount of stars, based on management discretion. The number of tickets available and the stars required for each will show be posted on Shiftboard before the first of the month. Beginning on the first Saturday of the month, volunteers can bring their star cards to the box office windows anytime during normal business hours and receive their tickets at that time. If the first of the month falls on a holiday or a day the box office is closed, volunteers will be informed of an alternate date. Unfortunately, the Box Office will not be able to handle these requests via or telephone, so all ticket transactions must be done in person. Volunteers are NOT encouraged to call the Box Office ahead of time to determine whether tickets are remaining, due to the high amount of volunteers in the system. Volunteers will be able to redeem their stars for a cookie or drink at the Grand Tier concessions stands only. 11

13 EMERGENCY PROCEDURES DPAC management will coordinate all emergency actions and communicate with DPAC staff, volunteers, emergency medical service, police & fire departments, concessions manager, and merchandise manager. When determined that a building evacuation is necessary: Remain calm. Do not panic or run. Reiterate to Guests the directions for egress closest emergency exit/side stairwells to access the exterior of the building. Do not make comments to Guests other than those provided by the House Manager. Notify the House Manager if you have identified a Guest who may require additional assistance. Assist Guests by holding doors and then exit the building as directed, remaining at least 300 feet from the building. 12

14 VOLUNTEER WAIVER FORM Date Name I,, fully accept responsibility for my voluntary participation in the Durham Performing Arts Center (DPAC) Volunteer Program. I understand the duties and responsibilities of becoming a DPAC volunteer. The nature of activities that I may perform in my capacity might involve physical activity and contact with unfamiliar persons, and I assume all risks associated with volunteering and will not hold the Durham Performing Arts Center, the City of Durham, or the Durham Convention and Visitors Bureau liable for any harm incurred while working in this capacity. I understand that I can be dismissed for violating any rules as outlined in the DPAC Stars Volunteer Handbook. I certify that I have read and understand completely all the requirements as set forth in the DPAC Stars Volunteer Handbook. I agree to adhere to these requirements while volunteering at DPAC. Signature 13