Event Management Employee Manual

Updated 10/19/14

Introduction:

  • This manual is for all potential employees of The Event Management Department. To work for the department, you must read and understand this document.
  • If you have any questions about any of the material in the manual, please ask a full time staff.
  • Each semester you will be asked to read the manual and sign an agreement stating that you have read and understand the manual. From semester to semester, the manual may be updated, so it is important that it is read at the beginning of each semester.
  • If you need an extra copy of this manual, or would like to reread the manual, it is THE EMPLOYEES RESPONSIBILITY to ask for one from one of the full time staff members.
  • You are held responsible to the responsibilities and expectations of the position you are assigned. A complete listing of the positions available is listed in the table of contents.
  • If you are acting in the role of the multiple positions, such as House Manager and Tech, you are responsible to follow the rules of both roles.
  • If you are promoted to a new position, please be sure to refresh yourself with the responsibilities and expectations of the position as you will be held accountable to those.
  • All staff need to be familiar with the Event Management Disciplinary procedures listed on the back sections as well.

Thank you and we look forward to working with you.

Kier Byrnes, Director of Operations, Event Management

Contents

Event Management Employee Manual

Level 1 Employees: Entry Level

1.Blackman and Fenway Ushers

2.CSC Usher

3.afterHOURS USHER

4.CSC Game Room Attendant

5.CSC Info Desk Attendant

6.Gallery 360 Attendants

7.Event Management Office Assistant

Level 2 Employees: Mid-Level

1.Apprentice - Tech in Training:

2.Stage Manager

3.CSC Operations Desk Attendant

4.Apprentice - CSC Event Manager

Level 3 Employees: Advanced

1.Media Services Technician (Blackman/Fenway):

2.afterHOURS Technician:

3.CSC Event Manager

4.House Manager (Blackman/Fenway)

5.afterHOURS Event Manager

6.CSC Building Manager (BUMA)

Level 4: Para-professional

1.Classroom Technician (Blackman):

2.afterHOURS Manager

3.Assistant Budget Coordinator

IMPORTANT POLICIES

APPENDIX A: Event Management Ladder, Tool and Genie Lift Safety Protocol

APPENDIX B: Emergency Protocol

APPENDIX C: Instructions on dealing with a disruptive customer (or Group*)

APPENDIX D: Payroll & Getting Hired/Paid For The First Time

APPENDIX E: Equipment Policy

APPENDIX F: Painting/Construction Policy

APPENDIX G: Event Management Disciplinary Procedures

APPENDIX H: Informal Review of Employment Concerns

APPENDIX I: General Provisions

APPENDIX J: Event Management Employee Agreement

Level 1 Employees:Entry Level

1.Blackman and Fenway Ushers

Dress code:

  • Black closed-toe shoes, black dress pants (no jeans), white T-shirt. We will provide a red Blackman polo shirt for you to wear for the show. Please wear an appropriate sized shirt. Look professional.

Responsibilities:

  • Maintain a friendly and courteous demeanor with a high level of customer service at all times.
  • Maintain the security and safety of the venue for its patrons, performers and staff and protect the venue as well as the physical resources (technology, equipment, etc.) stored on site so that the venue is kept up properly.
  • If there is any broken/damaged gear, you must report it to your supervisor at first opportunity.
  • Act professionally at all times; you are being paid to be there and pay attention to make sure the event goes smoothly. Do not get on headphones as you couldn’t hear if a problem was wrong. While there is down time, make sure you aren’t in view of the customer on a computer doing non work related activities like checking email, Facebook etc. Reading a book is OK.

Before the Event:

  • Ushers typically arrive 1 hour before the start of the show (1.5 hours for seated shows). Come through the door by the ticket booth and meet by the usher closet.
  • Upon arrival, find the House Manager to check in and proceed to the usher closet to get a red polo shirt.
  • When waiting for the doors to open do not stand or sit within eyesight of people outside the lobby unless the House Manager tells you to. You may wait by the usher closet, and on the stairs going up to the balcony.
  • Before the doors open, the House Manager will assign you a position.

During the Event:

  • No usher should be making phone calls or texting during their shift.
  • Ushers should stand at their positions, or in the back of the auditorium. If there is a need to do so, they may be instructed by the House Manager to walk up and downthe aisles making their presence known in order to prevent photos/video andexcessive chatter, and to enforce fire code. Ushers should always help patrons find open seats.
  • There should always be two or more ushers in the inner lobby during the performance.
  • Ushers are responsible for the welfare of the patrons. They must be alert and make the performance enjoyable for the patrons.
  • Ushers should never talk during a performance while inside the auditorium and should not talk loudly when in the inner lobby. Under no circumstance should ushers be allowed to sit on the stairs, or on the floor of the lobby.
  • If you encounter a disruptive individual or group, please refer to the policy on “Instructions on Dealing with a Disruptive Customer (or Group*)” in the back section of this manual for protocol on how to deal with that situation.

During Intermission:

  • Make sure the lobby and inner lobby doors are open. The side doors can stay closed; unless a handicapped patron needs the handicapped door left open on the side.
  • Make sure inner lobby lights are on.
  • Be available to direct patrons to restrooms and answer any questions.

After the Event:

  • During encores, the last number, curtain calls, etc., the lobby lights can be turned on if the house lights go up. While the house lights are down, the lobby lights should only be on if there is an emergency.
  • Once the performance ends the outer doors can be opened. An usher should be stationed at each set of doors to prop them open when the house lights go up.
  • For shows with risk of people trying to get back stage, as many ushers as possible should be lined up in front of the stage. The ushers are to instruct patrons to exit the house, and that they are not allowed backstage. Patrons must exit at the end of the performance.
  • After all the patrons have left the auditorium, shut off the inner lobby lights and close the outer doors.
  • Leave one usher in the lobby to help people who might have left something in the auditorium. They should not be allowed back in the auditorium. The usher should get the location of their seat, what they left behind and then go retrieve the item for the patron.
  • The remaining usher staff should assist the House Manager in cleaning the auditorium and the inner lobby and making sure all the seats are upright.
  • Bring articles left behind to lost & found in the Curry Student Center if it is before 5PM. If it is after 5PM, store items in usher closet and notify a full-time member of the Event Management staff.

Walkaways from this position:Working in this position you will develop/enhance the following:

  • Critical Thinking
  • Collaboration & Teamwork
  • Customer Service
  • Time Management skills
  • Communication skills
  • Decision-Making
  • Professionalism
  • Crowd management and Fire Safety Skills

This is a good position if you are interested in becoming a House Manager, BUMA or Event Manager.

2.CSC Usher

Dress Code:

  • Black “Event Management” shirt, pants (skirts fine for women)-- no jeans

Responsibilities:

  • Arrive on time, ready to work
  • Check in with CSC Event Manager
  • Assist CSC Event Manager with all his/her responsibilities as listed above in the “CSC Event Manager” job description.
  • Maintain the security and safety of the venue for its patrons, performers and staff and protect the venue as well as the physical resources (technology, equipment, etc.) stored on site so that the venue is kept up properly.
  • Document hours on Usher Sheet
  • NO cell phone, laptop, or iPod use during a show (NO TEXTING)— unless work related
  • Be patient with the guests; we are there to serve THEM
  • Bring articles left behind to lost & found in the Curry Student Center if it is before 5PM. If it is after 5PM, store items in office and notify a full-time member of the Event Management staff.
  • If there is any broken/damaged gear, you must report it to your supervisor at first opportunity.
  • Act professionally at all times; you are being paid to be there and pay attention to make sure the event goes smoothly. Do not get on headphones as you couldn’t hear if a problem was wrong. While there is down time, make sure you aren’t in view of the customer on a computer doing non work related activities like checking email, Facebook etc. Reading a book is OK.

Walkaways from this position:Working in this position you will develop/enhance the following:

  • Critical Thinking
  • Collaboration & Teamwork
  • Customer Service
  • Time Management skills
  • Communication skills
  • Decision-Making
  • Professionalism
  • Crowd management and Fire Safety Skills

This is a good position if you are interested in becoming a House Manager, BUMA or Event Manager

3.afterHOURS USHER

Dress Code:

  • Event Management polo shirt or afterHOURS hooded sweatshirt

Responsibilities:

  • Maintain the security and safety of the venue for its patrons, performers and staff and protect the venue as well as the physical resources (technology, equipment, etc.) stored on site so that the venue is kept up properly.
  • Checks student IDs at the food court entrance or foot bridge entrance
  • Signs in non-student guests
  • Keeps record of how many people enter and leave afterHOURS
  • Assists the event manager with arranging the room and clean-up
  • Calls NUPD at (617) 373-3333 in case of emergency
  • Enforces rules about smoking. Smoking is not allowed in any public area, including lobbies, corridors, stairwells, bathrooms, and elevators.
  • If there is any broken/damaged gear, you must report it to your supervisor at first opportunity.
  • Act professionally at all times; you are being paid to be there and pay attention to make sure the event goes smoothly. Do not get on headphones as you couldn’t hear if a problem was wrong. While there is down time, make sure you aren’t in view of the customer on a computer doing non work related activities like checking email, Facebook etc. Reading a book is OK.

Before an event:

  • Listens to the event manager who will communicate how to arrange the room
  • Goes to assigned post 30 minutes before the start of the event

During an event:

  • Checks IDs at the door, sign in guests, monitor and record attendance
  • Monitors rooms and make sure patrons are upholding school policies
  • If you encounter a disruptive individual or group, please refer to the policy on “Instructions on Dealing with a Disruptive Customer (or Group*)” in the back section of this manual for protocol on how to deal with that situation.

After an event:

  • Rearrange the room to daytime Starbucks configuration, hand in sign-in sheets and periodic attendance records to the event manager
  • Checks in with the event manager
  • Documents hours on sign in/sign out sheet before leaving
  • Bring articles left behind to lost & found in the Curry Student Center if it is before 5PM. If it is after 5PM, store items in office and notify full-time member of the Event Management staff.

Walkaways from this position:Working in this position you will develop/enhance the following:

  • Critical Thinking
  • Collaboration & Teamwork
  • Customer Service
  • Time Management skills
  • Communication skills
  • Decision-Making
  • Professionalism
  • Crowd management and Fire Safety Skills

This is a good position if you are interested in becoming a House Manager, BUMA, afterHOURS Event Manager or afterHOURS Tech.

4.CSC Game Room Attendant

Dress Code:

  • Red Event Management Polo, pants or skirts (no shorts, sweatpants or ripped jeans); name tag.

Responsibilities:

  • Maintain the security and safety of the venue for its patrons, performers and staff and protect the venue as well as the physical resources (technology, equipment, etc.) stored on site so that the venue is kept up properly.
  • Assign equipment in the Game Room as requested, maintaining a wait list when necessary.
  • Monitor playing time and enforce Game Room policies.
  • Maintain equipment by performing minor repairs and cleaning. Report all broken/damaged gear, and serious equipment problems to the Operations Services Coop.
  • Keep the Game Room neat and clean at all times.
  • Attend Monthly Staff Meetings
  • If articles are left behind, call the Building Manager (x5429) to pick up lost & found.
  • Act professionally at all times; you are being paid to be there and pay attention to make sure things go smoothly. Earphones are not allowed. While there is down time, make sure you are not in view of the customer while using a personal computer and doing non-work related activities like checking email, Facebook etc. Reading a book is OK.

Walkaways from this position:Working in this position you will develop/enhance the following:

  • Critical Thinking
  • Collaboration & Teamwork
  • Customer Service
  • Time Management skills
  • Communication skills
  • Decision-Making
  • Professionalism

This a good position if you are interested in becoming a BUMA or Event Manager.

5.CSC Info Desk Attendant

Dress Code:

  • Red Event Management Polo, pants or skirts (no shorts, sweatpants or ripped jeans); name tag

Responsibilities:

  • Greet customers, answer telephone, and handle a high volume of customer inquiries appropriately.
  • Provide accurate directions to various campus locations and offices.
  • Provide accurate information regarding the Student Center, University services, and all on-campus events. Make referrals to appropriate sources when necessary.
  • Serve as the primary contact person in the Student Center for visitors, students and staff.
  • Approve Student Center postings according to guidelines. Remove unapproved/outdated postings.
  • Keep all Student Center bulletin boards up-to-date and neat.
  • If articles are turned in for lost and found, enter the articles in the computer log. If the item is expensive (cell phone, computer, etc.) call the Building Manager (x5429) to pick up the item.
  • If there is any broken/damaged gear, you must report it to your supervisor at first opportunity.
  • Act professionally at all times; you are being paid to be there and pay attention to make sure things go smoothly. Earphones are not allowed. While there is down time, make sure you are not in view of the customer while using a personal computer and doing non-work related activities like checking email, Facebook etc. Reading a book is OK.

Walkaways from this position:Working in this position you will develop/enhance the following:

  • Critical Thinking
  • Collaboration & Teamwork
  • Customer Service
  • Time Management skills
  • Communication skills
  • Decision-Making
  • Professionalism
  • Marketing

This a good position if you are interested in becoming a BUMA or Event Manager.

6.Gallery 360 Attendants

Dress Code:

  • Red Event Management Polo, pants or skirts (no shorts, sweatpants or ripped jeans); name tag

Responsibilities:

  • Maintain the security and safety of the venue for its patrons, performers and staff and protect the venue as well as the physical resources (technology, equipment, etc.) stored on site so that the venue is kept up properly.
  • Safeguards art against theft, vandalism or damage by observing visitors in Gallery 360.
  • Greets visitors.
  • Inspects art and annotates damages on appropriate forms.
  • Reports suspicious activity to Public Safety, the Operation Design Coordinator or the Building Manager on Duty.
  • Directs visitors to emergency exits during Gallery 360/CSC evacuations.
  • Identifies visitors who require emergency medical treatment and follows procedures.
  • Maintains crowd control in emergency situations.
  • Diplomatically explains Gallery 360 policies and procedures.
  • Performs other miscellaneous duties as assigned by supervisor.
  • Maintains music ambience in Gallery 360.
  • Bring articles left behind to lost & found in the Curry Student Center if it is before 5PM. If it is after 5PM, store items in office and notify Jeremy.
  • If there is any broken/damaged gear, you must report it to your supervisor at first opportunity.
  • Act professionally at all times; you are being paid to be there and pay attention to make sure things go smoothly. Earphones are not allowed. While there is down time, make sure you are not in view of the customer while using a personal computer and doing non-work related activities like checking email, facebook etc. Reading a book is OK.

Walkaways from this position:Working in this position you will develop/enhance the following:

  • Critical Thinking
  • Collaboration & Teamwork
  • Customer Service
  • Time Management skills
  • Communication skills
  • Decision-Making
  • Professionalism
  • Marketing

This a good position if you are interested in becoming a BUMA or Event Manager.

7.Event Management Office Assistant

Dress Code:

  • Business Casual

Responsibilities:

  • Maintain the security and safety of the office; protect the venue as well as the physical resources (technology, equipment, etc.) stored on site so that the office is kept up properly.
  • Maintain a superb attitude
  • Help with projects when asked
  • File paperwork
  • Laminate effectively
  • Participate competitively in office activities
  • If there is any broken/damaged gear, you must report it to your supervisor at first opportunity.

Walkaways from this position:Working in this position you will develop/enhance the following: