MANUAL

UNIVERSITY OF NORTH FLORIDA



Fine Arts Center









Ambassador Manual





University of North Florida

Fine Arts Center

Building 45, Suite 2400

1 UNF Drive

Jacksonville, FL 32224

(904) 620-1895

Introduction to the Fine Arts Center (FAC)



The University of North Florida’s Fine Arts Center officially opened in the fall of 2002 with

the first performance in the Lazzara Performance Hall in January 2003. The 128,000 square foot

building is an interdisciplinary mecca, hosting classes, lecture series, community-sponsored events,

and its own season of cultural events.



As an Ambassador or Usher, you are the first and last impression an audience member receives

from the UNF Fine Arts Center. Your involvement with the FAC is an essential component of the

performing arts at the University of North Florida.





Fine Arts Center Staff





Executive Director

Sharon Papian



Event Technical

Marketing Director Graphic Designer Special Projects Coordinator Coordinator Director

Michael Boyles Sue Downs Nicole Atkinson Richard Stanford

Asst. Technical

Director

Event Staff Joseph Harris

House Managers Stage Manager

Shannon Ryan Changes by event

David Metz

 

Ambassadors/Ushers Stage Crew





Primary Functions:

*Ambassadors and Ushers are often the patron’s first introduction to the University and the Fine Arts

Center, so

*Ambassadors and Ushers should act with the utmost courtesy and accommodating customer service

skills at all times, and

*Ambassadors and Ushers must do everything they can to make patrons feel comfortable and

welcome.

*Also, the Ambassadors and Ushers act as an extension of the eyes and ears of the House Manager and

must always be aware of their surroundings.



FAC Lingo:

House- any part of the theatre in front of the stage

Front of House- the lobby area

Stage vs House- used to distinguish between areas that are part of the stage and those that

are part of the “house” (audience area).

Right vs Left- directions are given using stage or house directions. When using stage

direction, think as though you are standing on stage facing the audience. When using

house direction, think as though you are sitting in the audience facing the stage.

Client vs Patron- the client is the organization that is performing or renting the theatre from

us, and the patron is the guest that comes to watch the event

Stanchions- Metal poles with rope used to block off certain sections of the theatre

Radio- Walkie Talkie system used to communicate w/ stage crew during event

Loge- (also called the Box seats) the seating area on the extreme left and right of the theatre

with moveable chairs (ideal location for patrons with wheelchairs, so their family can sit

with them)

Lock- the area between the two sets of entry doors (We keep late patrons here during a

performance piece until the applause.)

“stuff” programs- place special insert page into programs before event

“sweep” the theatre- walk through of the theatre after an event to find lost items and large

trash items



Lazzara Performance Hall- Seating Capacity: (see map attached)

Orchestra 552 (314 center, 119 per side)

Mezzanine 215 (111 center, 52 per side)

Pit 57*

Loge (Box) 24* (12 per side)

Downstairs total 848



Balcony 490 (326 center, 82 per side)

Loge (Box) 28* (14 per side)

Upstairs total 518

TOTAL SEATING 1360



*These seats are not fixed seats and are used as necessary.



Dress Code:

The standard dress for Ambassadors and Ushers is as follows:

Men: Black dress pants, white shirt, and FAC jacket.

Women: Black dress pants or knee-length (or longer) skirt, white blouse, and FAC jacket.



Jackets: Uniform jackets are provided for each event and can be found in the designated meeting

room before an event. These jackets remain at the FAC at all times.

Shoes: Shoes must be black dress shoes with black socks. Make sure they are comfortable for

standing and walking, and no flip-flops.

Accessories: Tasteful jewelry can be worn but nothing excessively distracting please!





House Policies:

*NO FOOD OR DRINK in the theatre!

*No video cameras, flash photography, portable radios, or recording devices.

*No seat jumping (moving forward into better or more expensive seats) during

non-general admission events.

*No strollers or wheelchairs in the aisles.

*No standing in the aisles (or the entry ways) for an extended period of time

during a performance.

*No hanging of personal belongings (or beings) from or on railings in the loges,

mezzanine, or balcony.

*No smoking!!

*No meet and greets will occur backstage. If a client wants to visit with fans, they will come

out to the lobby. Patrons are not allowed access backstage, even if they say they know the talent. On

special occasions, a prearranged group of patrons and/or family of the talent will be escorted backstage

by part of the FAC or client staff.

Event Protocol:

Parking:

On event dates, Ambassadors and Ushers will need to park in non-reserved spaces or on the

upper levels of the parking garage. Every car is required to display a General Parking Permit (students

and staff) or a Special Events Parking Permit (provided to Ambassadors for each event).



Call Time:

All Ambassadors and Ushers should meet the House Manager at the designated call time in the

pre-arranged room (generally the Choral Room #1404 or the Laundry Room). At that time, the House

Manager will give everyone the details of the event, assign positions, distribute flashlights and jackets,

and lock personal belongings away safely.



Signing-In/Out:

All Ambassadors and Ushers must sign in with the House Manager before each event.

Generally call time is one hour before the doors are scheduled to open (extra time will not be recorded

for arriving super early). When signing in and out, round the time to the nearest quarter hour (00, 15,

30, or 00). If you are going to be late in arriving or early in leaving, please advise the House Manager.



Pre-Event:

For season shows, programs are distributed to the patrons, and so each door must have them

readily available. Sometimes, the programs require an insert that must be added before the show.

Before the show, each set of doors must be unlocked, have a nearby trash bin, door stops for

each door, ticket stanchions, and programs. If any door is lacking any of those items, notify the House

Manager before the House opens for seating.

Ambassadors and Ushers are to maintain a presence in the lobby until the House is opened.

Patrons will commonly ask for restrooms, will call (to pick up tickets), the Box Office (to buy tickets),

and vending machines (out the HL lobby doors on the left side of the pond).



House Opens:

The House Manager will tell each set of Ambassadors and Ushers when to open the House for

the public. Even if one of the clients says it is ok to open the doors, please wait until you hear from the

House Manager. The Stage Crew has to make sure everything is set up and working before the patrons

enter the theatre, so no one is allowed into the theatre before the House opens (except FAC Staff and

the clients). While patrons are entering, Ambassadors and Ushers must watch for food and drink while

distributing programs. For ticketed events, the ticket takers must make sure patrons enter the correct

set of doors, and the seaters will help them find their seats once inside the theatre.



Special Assistance:

*Infrared Hearing System: Patrons wishing to use our hearing aids must see the House Manager. They

will be asked to give their drivers license to be returned to them when the aid is returned.



*Wheelchair seating is available in specific areas. Patrons requiring special assistance can be seated

first, but only once the ok is given by the House Manager.





Late Seating:

Each client may have different rules for late seating, but these are the general ones to follow.

For any musical or performing art performance, late comers may only be seated between pieces during

the applause. While they are waiting for a piece to finish, give them initial directions to their seats, and

once they are inside, the seaters will escort them using a flashlight. During lectures/ceremonies/awards,

seat quietly and in small numbers so as not to disturb the other patrons. If there are plenty of empty

seats in the back orchestra or mezzanine, suggest late comers sit there or in the balcony so as to avoid a

disruption.



During the Performance:

At all times, we must maintain a theatre and lobby presence. This means, Ambassadors and

Ushers can rotate between watching the performance, monitoring the doors, and monitoring the lobby.

Policy on photography/flash photography and recording will vary, so the House Manager will

include this information in the pre-event meeting. Other disturbances, such as crying babies and cell

phone conversations should be asked to leave the theatre. If any patrons resist, seek the assistance of

the House Manager.

Any other complaints/concerns should be addressed by the House Manager.



Intermission:

If a performance includes an intermission, the House Manager will notify the Ambassadors and

Ushers before the event. At the beginning of the intermission, all doors should be propped open again,

and Ambassadors and Ushers should remain at the entrances to answer directional questions and to

monitor the lobby. The House Manager will keep everyone posted about the remaining time and will

encourage patrons to return to their seats at the appropriate time.



Post- Event:

At the conclusion of the event, doors should be propped open again, and Ambassadors and

Ushers should again remain at their posts to see the patrons out and maintain a presence in the lobby

and theatre.

When the majority of the patrons have exited, Ambassadors and Ushers are asked to help walk

through the theatre to look for forgotten items and large trash items (such as programs and any

food/drink that somehow made it inside). The loge chairs should be reorganized in correct order, and

the doors to the theatre will be closed and relocked. The House Manager will collect all Lost and

Found items, which will be kept in the FAC Office.

When the event is done, and the theatre is cleaned, all Ambassadors and Ushers must return the

FAC jacket and flashlight and sign out before leaving.



Emergency Procedures:

Patron Emergencies: If a patron needs emergency assistance…

1) Send for the House Manager, by radio or by another Ambassador or Usher

2) DO NOT LEAVE THE PATRON!

3) DO NOT DIAL 911!!



This is UNF policy on emergency situations. The purpose of this procedure is to establish protocol and

guidelines to be followed in the response, treatment, and transportation of sick or injured persons on

the campus of UNF.

A. As soon as an injury, illness, chemical exposure, etc., occurs on campus, a report should be

made by calling the University of North Florida Police Department (UNFPD) at 620-2800.

The caller should provide as much detail as possible about the nature of the incident and the

condition of the victim.

B. Depending upon the nature of the incident, the UNFPD will dispatch an officer to the scene,

notify UNF Student Medical Services (SMS) at 620-2900, and Environmental Health & Safety

(EH&S) at 620-2019. Some incidents may require additional notification of the Jacksonville

Fire and Rescue Department (JFR). The first responding UNFPD officer should evaluate the

incident and verify the need for SMS, EH&S, and/or JFR. UNFPD may also need to provide

first-aid, maintain crowd control, and escort JFR to the scene.

C. Depending upon the nature of the incident, SMS will send a staff member to the scene or accept

the victim in their office for evaluation, treatment, observation, and/or transportation to a

medical provider.

D. Depending upon the nature of the incident, EH&S will send a staff member to the scene to

evaluate the incident and provide assistance regarding protective measures needed for any

safety hazards or hazardous materials involved in the incident.

E. The UNFPD, SMS, and/or JFR will make an assessment of the situation and determine the

need for transportation to a medical provider.

F. If JFR is not utilized or declines to transport and the victim should be seen by a medical

provider, private transportation should be arranged. This may be accomplished by friends,

relatives, co-workers, or even a taxi.

G. In the case of a Worker’s Compensation injury, the department head or supervisor of the victim

may arrange transportation to an emergency care facility, a doctor’s office, or to the victim’s

home.

H. The UNFPD will not, as a general rule, transport either emergency or non-emergency cases.

This does not preclude instances where in the judgment of the officer in charge, the victim

should be transported by police vehicle.



Specific Emergency Situations:

1. Fire- When a fire is detected, the person spotting the fire should alert the House

Manager or Stage Manager, who will notify his counterpart. If safe, the HM or SM

should check on the fire and decide if it can be handled with hand extinguishers. If

not, or in doubt, an evacuation must take place. The nearest pull station should be

pulled, and the Stage Manager should quickly make an on-stage announcement to

hold the crowd, if safe, until the Ambassadors and Ushers are in position. It is the

House Manager’s decision whether a primary or secondary evacuation will be

conducted.

2. Bomb Threat- When notified of a bomb threat, the House Manager will alert the

Stage Manager to the threat and the need for an evacuation. Once all personnel

have been put in place for a primary evacuation, the Stage Manager will make the

on-stage announcement.

3. Natural Disaster- In the event of a natural disaster, the House Manager and the

Stage Manager must decide if an evacuation is necessary. Often times, the safest

place is in the theatre. If the performance must be stopped, the Stage Manager will

make an on-stage announcement as to the reason for stoppage. If patrons wish to

leave, direct them to the parking deck (upstairs). In the event of an evacuation,

patrons should be evacuated to the nearest safe structure (NOT THE GREEN).

4. Power Outage- In the event of a power outage, emergency lighting will come on

throughout the building. The Stage Manager should make an on-stage

announcement to ask the patrons to stay in their seats. The House Manager will

contact the University Police Department to inquire about the expected length of the

outage. If the outage will be long, Ambassadors and Ushers should be put in place

for a primary evacuation. Once they are in place, the Stage Manager will make an

on-stage announcement notifying of the cancellation and any sort of cancellation

policy, if necessary. He will then ask patrons to exit in an orderly fashion. Patrons

should be evacuated to the parking areas, not the Green.

Evacuation: If an evacuation of the Lazzara Theatre must be undertaken, follow these steps:

1. House Manager will assess the Lobby to ensure it is safe for evacuation. If it is, the

standard evacuation plan will be utilized. If it is not, the secondary plan will be utilized.

2. House Manager will position Ambassadors and Ushers at their evacuation posts, and the

Stage Manager will do the same with the stage crew.

3. When all personnel are in place, House Manager will cue Stage Manager to begin

evacuation.

4. The Stage Manager will come onto stage and announce the evacuation.

5. Once the evacuation is complete, the Stage Manager will ensure that all backstage areas are

clear and all doors are locked. The House Manager will do the same with the front of house

areas. The Stage Manager and the House Manager will always be the last two people out of

the building.

6. Once the appropriate government agency has given the all clear, patrons and performers

may reenter the building and the show may resume.



Please Remember:

 ALWAYS REMAIN CALM!! If you do not panic, the crowd will not panic.

 BE SURE! Evacuation is always a last resort. We want the crowd to remain intact as long as

possible but also to be safe. Be sure an evacuation is necessary. Be sure where you are

sending people is safe. Be sure the area is clear before you evacuate.

 Evacuation should begin immediately after the announcement is made. Please evacuate all

ambulatory patrons before attempting to evacuate disabled patrons. Whenever possible, move

disabled patrons out of the flow of traffic and stay with them until it is safe to evacuate.

 The Sound Engineer will stay with all wheelchair patrons in his immediate area. He and any

ushers that have cleared their areas should then evacuate the patrons.

 Whenever possible, the main curtain should be dropped to discourage patrons from heading

toward the stage area. ONLY IN THE DIREST EMERGENCY SHOULD PATRONS

EVACUATE THROUGH THE STAGE AREA!! Evacuation is progressive. As each area

clears, the usher assigned to that area should follow the last patron out. BE SURE THE AREA

IS CLEAR BEFORE EVACUATING YOURSELF!

 Once the entire area and all Ambassadors and Ushers have been cleared, the House Manager

(Front of House and House) and the Stage Manager (Stage and Backstage) will make one final

check of the theatre, including calling out to ensure the area is clear. If time permits, they will

walk the entire area as well. They are to make sure all doors are closed and locked. Then they

exit the building as well, announcing over the radio that their area is clear.

 Make sure that all patrons are well clear of the building.



Primary Evacuation Plan

Evacuation will occur through the lobby area.



1. Ambassadors and Ushers will be placed at the following locations:

Downstairs:

*at the base of each stair to front stage directing patrons down the fire exit hallways

*at the lobby end of each fire exit hallway directing patrons to the Green using the center doors

*at both main entry doors to the theatre directing patrons to the Green through the center doors

*at the base of each staircase directing patrons to the Green through the far lobby doors (next to

the Box Office and the Robinson, whichever is closer)

Upstairs:

*at the first set of doors to the fire hallways directing patrons down the fire hallways

*at the lobby end of the fire hallways directing patrons to the nearest set of stairs

*at both theatre main entry doors directing patrons down the nearest set of stairs

2. Stage crew will evacuate the stage and dressing rooms to the Loading Dock.

3. Stage Manager will be positioned in the Loading Dock area facilitating the evacuation of the

performers and stage crew.

4. House Manager will be positioned in the center of the Lobby to help direct patrons to the Green and

will aid in final evacuation of all disabled persons.



Secondary Evacuation Plan

Evacuation will occur through the back of the building if the lobby is not accessible.



1. Ambassador and Usher positioning will be as follows.

Downstairs:

*at the lobby end of both fire hallways directing patrons away from the lobby

*at the base of the stage stairs directing patrons through the fire hallways

*one person outside the percussion office (room #1410) to direct patrons to the back of the

building.

*another person in the Music Hallway (1406) to direct patrons through the exit door between

the Jazz and Percussion rooms (1415 and 1411).

*one person at the end of the fire hallway by the loading dock will be directing patrons through

the loading dock.



Directions:

House Left: Go down the fire hallway towards the stage. Exit through the last door (it’s white

with an EXIT sign above it) into the Loading Dock area. Proceed across that area to the Loading Dock

roll-up doors, and exit through the regular door on the left. Gather patrons on the other side of the

dumpster near the dormitories. Do not block the road (emergency vehicles may need to pass).



House Right: Go down the fire hallway towards the stage. Exit through the last door at the end

of the hall (it’s on the right and has an EXIT sign above it). Continue down that hall, and veer to the

left. Make another left into the main hallway, and follow it to the exit doors at the end. Once outside,

go to the right, and gather the patrons together past the Photography Building, next to the Parking

Garage. Do not block the road (emergency vehicles may need to pass).



Upstairs:

When possible, upstairs patrons may be directed through the upstairs lobby towards the parking garage

even if the downstairs lobby is not usable. If not, the Ambassador and Usher positioning will be as

follows.

*at both theatre main entry doors directing patrons to the fire hallways

*at the lobby end of both fire hallways directing patrons away from the lobby

*at the end of the fire hallways directing patrons towards the back hallways (2404 House Right,

2800 House Left). They should direct patrons to follow exit signs to get to the stairs.



Directions:

House Left: Go down the fire hallway towards the stage. Exit through the last door on the left

(#2705 with an EXIT sign above it). Turn right, follow the hallway, and turn right again at the

intersection. Follow that hallway until it ends, and then turn left. Proceed out the exit doors and down

the outside stairs. Once outside and downstairs, gather the patrons together past the Photography

Building, next to the Parking Garage. Do not block the road (emergency vehicles may need to pass).



House Right: Go down the fire hallway towards the stage. Exit through the right door at the

end of the hall (it has an EXIT sign above it). Turn right, and proceed down that short hallway. (Do

not take the EXIT stairs immediately in front of the fire hallway exit. These stairs will have to merge

with patrons evacuating downstairs.) Instead, turn left at the end of the hall, follow it down to the exit

doors, and proceed outside and down the stairs. Once outside and downstairs, gather the patrons

together past the Photography Building, next the Parking Garage. Do not block the road (emergency

vehicles may need to pass).



2. Stage Crew will evacuate the dressing rooms and stage towards the loading dock.

3. Stage Manager will be positioned near the Loading Dock area facilitating the evacuation.

4. House Manager will be positioned in the center of the House to help direct traffic, assist the

evacuation of all disabled patrons, complete the final check of the theatre before locking doors, and

will exit towards the music hallway, not the Loading Dock.



FOR USHERS:

House Rules:

1) NO FOOD OR DRINK IN THE THEATRE!!!

2) No talking on cell phones in front of patrons or clients.

3) Socializing is ok but not if it prevents you from assisting guests.

4) Inappropriate language is inappropriate for a reason…Don’t use it!

5) You should always be attentive, which means no sitting on the floor or laying around on the

furniture, no distracting entertainment (iPod), and only subtle homework, like a small book.



Attendance: Although your work schedule is variable and flexible to your other obligations, it is

still a job and, therefore, your responsibility. Once you have signed up for an event, you must give

ample notice (at least two days) if you will be unable to attend. We understand that there will be

emergencies and unavoidable situations, but those must remain rare. If you miss more than four events

without giving any notice to the FAC Event Coordinator or House Manager, then your position with

the FAC will be discontinued.



Recording Hours: All UNF employees record their hours online through myWings.

1) Go to www.unf.edu, and click on the myWings link on the right.

2) Log into myWings using your UNF N#, and click on the Employee Tab (2nd tab

from the left). If you do not know your ID or password, call the UNF ITS help desk

at 620-4357.

3) Click on the first heading (Employee Self-Service), and then, on the new page, click

Time Sheet. Select the correct pay period from the drop box. The screen should

display one week’s hours at a time.

4) When entering hours, click on the Enter Hours link under the correct date, enter the

number of hours using increments of .25 (3, 3.25, 3.50, 3.75, etc. Each .25 is

equivalent to 15 minutes of work.), and then click the Save button directly below the

box you entered the hours into. The weekly screen should then automatically update

your time sheet to include those hours. Please DO NOT click the SUBMIT FOR

APPROVAL button until the end of the pay period.

5) When you are finished entering your hours, simply exit out of that window and then

log out of myWings.



UNF has two-week pay periods, and all employees should set up a direct deposit account

through the Payroll Department (Contact Rene Ottino, Building 53, phone number 620-2984). Your

time sheet must be submitted electronically by the date stated in myWings (usually Monday 10am the

week after the pay period) in order for you to receive your paycheck. Your wages should appear in

your account by the end of that week.