COVID Front of House Notes

As of September 23, 2020

These instructions are subject to change and will be updated as Health Directives and our policies change.

At this time all shows will be in the HUB International Theatre with a maximum capacity of 50 patrons as per the Provincial Health Orders. The staff and volunteers do not count towards that 50-patron capacity.

All Guest Services Staff must enter the building through the North West Doors (Red Chair Lounge) and sign in. Volunteers will need to be let in through the front doors and will need sign in at the Box Office.

All four volunteers are expected to wear a face mask AND a face shield, due to their close proximity to the patrons. The shields can be removed while watching the show, but the masks must stay on. Volunteers and staff are welcome to wear their own masks.

Staff and Volunteer call times will be reduced by half an hour as the concession is closed and the lobby doors are opening half an hour later.

No food or drink is allowed in the theatre except for see through water bottles. If a patron has a solid water bottle they may leave it on the concession counter and we will give them a bottle of water from the concession at no charge for the inconvenience.  We will not check in any bottles.

Set-up

Concession: The concession will be closed for sales, water service, and coat check. The cage should be open with the lights on. The TV will be turned on with the Concession Closed slides up. Ensure that there are sanitized face shields for the volunteers, and a bottle of hand sanitizer.  Check that the two-meter sign poles are on spike. The counters and tables all need to be wiped with the concession’s spray sanitizer.

South Canadian Tire Lobby:  There will be no seats provided for sitting in the lobby. The following items should be set out on each of the three lobby tables:

  • Hand sanitizer
  • A vase marked CLEAN with fresh pens
  • A vase marked USED with two pens
  • A few contact cards in case of error
  • A sign directing patrons to take their card & ticket directly to Door 4

Ticket Taking: The following items should be set out at the ticket taking station:

  • Hand sanitizer
  • Two ticket scanners

Outside Front Doors: The following items should be set up outside the front doors:

  • Dressed three-foot-tall table, set at least six feet away from the front doors
  • Hand sanitizer
  • Disposable masks
  • Tongs for the masks
  • Contact Tracing Cards
  • Large Sign of COVID rules/symptoms

The front doors and the House (Door 4) will open at the same time, 30 minutes before the show. Box Office will unlock the front doors and the Guest Services Manager will unlock Door 4. Doors 1, 2, & 3 will remain locked; patrons can exit through them but not re-enter.

Front Door

Ticket Taker 1 will be stationed just outside the front doors with a large sign, masks, contact cards, and sanitizer. The sign will have a list of wellness questions. Ticket Taker 1 will ask if any person in their party is experiencing any of the health concerns. If they say no Ticket Taker 1 will ensure that they all have masks and use hand sanitizer. Ticket Taker 1 will give each party a contact tracing card explaining that they should fill out the card in the South Canadian Tire Lobby and then go directly into the theatre.  Send the patrons inside to Ticket Taker 2. If a patron does not have a mask Ticket Taker 1 will give them a disposable mask using a pair of clear tongs. If a patron is here for a class, studio, or the O’Connor Group Art Gallery send them inside to follow the usual COVID procedures.

Speak as clearly as you can as the mask and shield will make it harder for patrons to hear. Ticket Taker 1 will sit at seat S6.

Ticket Taking

Ticket Taker 2 will be stationed at the Ticket Taking Station as usual. At this station there will be a bottle of hand sanitizer and TWO ticket scanners. There are two scanners so that there is a backup in place. Ticket Taker 2 will take patrons’ tickets and direct them to the South Canadian Tire Lobby where they can fill in their contact tracing card. Handle tickets as little as possible. All patrons will enter through Door 4 unless they have a mobility issue that necessitates a different door. The Guest Services Manager will deal with these situations.

Speak as clearly as you can as the mask and shield will make it harder for patrons to hear. Ticket Taker 2 will sit at seat S41.

Door Ushers

The Head Usher will be stationed inside the first set of doors at Door 4, at the top of the ramp, with a wooden box to collect the contact cards. The Head Usher will collect the contact cards, ensuring that the number of names listed is the same as the number of people entering the theatre. The Head Usher will also check patrons’ tickets, calling out the seat numbers to the Seating Usher as the patrons move forward.

The Seating Usher will be located inside Door 4 and will direct people to their seats. While it is important that patrons sit in their assigned seats, the Ushers should not escort patrons to their seats.

All patrons will enter through Door 4, unless they have a mobility issue that necessitates a different door. The Guest Services Manager will deal with these situations.

Patrons will wait at the final sign at Door 4 until gestured in by the Ushers to avoid congestion at the doors.

Our Artistic & Managing Director will ensure that patrons are seated at the correct spacing before the show starts.

All late comers will be brought to the back of the theatre through Doors 2 or 3 by the Guest Services Manager.

During the show the ushers will not provide any walk out guidance for patrons who exit or re-enter the theatre.

Speak as clearly as you can as the mask and shield will make it harder for patrons to hear. The Head Usher will sit at seat S46 and the Seating Usher will sit at seat S1.

IMPORTANT

The Guest Services Manager will handle any patrons who refuse to follow our safety protocols. Any patron refusing to abide by our policies will be asked to leave. No exceptions.

The Guest Services Manager will also handle any patrons who become agitated or upset because other patrons do not appear to be following our safety protocols.

End of the Night

We will not be directing the patrons’ exit of the theatre, however ushers should watch for unnecessary congestion.

Ushers will collect items from the house as usual, being sure to wear gloves.

Vases, clean pens, bottles of sanitizer, and boxes of masks need to be collected into the concession.

All used pens and contact cards need to be sealed into a dated, large, white envelope then placed at the Rental Manager’s desk.

Face Shields will be collected by the Guest Services Manager, placed into a box, labeled with the date, and placed on the back counter of the concession for at least one week.

Cloth masks supplied by The Centre need to be deposited into the appropriate bin at the front door.

Volunteers should exit through lobby doors. Staff must sign out and then exit through the North West doors

COVID Volunteer Emergency Procedure

 

In the event of an Emergency Evacuation in the HUB International Theatre:

The Marshalling Area is across the parking lot between the Chilliwack Cultural Centre and the Landing Leisure Centre (the pool), on the lawn strip beside the pool. It is imperative that patrons not gather at the front of the building.

Head Usher: Open Door 4 and direct audience members out through Door 4. You will remain in the theatre until you have ensured that all audience members have left safely or until your personal safety is at risk. Once everyone is out, close Door 4 and report to the Guest Services Manager, then assist in leading the audience out to the marshalling area.

Seating Usher: From Door 4 lead audience members out Door 4 into the lobby and out the South East exterior emergency exit and to the marshalling area.

Ticket Taking 1: Proceed to the washrooms and ensure there are no patrons within. Once all four washrooms are clear, report to the Guest Services Manager and then assist in leading the audience out the South East exterior emergency exit to the marshalling area.

Ticket Taker 2: On the balcony level, station yourself at the elevator to ensure audience members do not use the elevator. Stay with any patrons that cannot use the stairs until assistance arrives or your safety is at risk. Once everyone is out report to the Guest Services Manager, then assist in leading the audience out to the marshalling area.

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