Welcome to the Altria Theater and Dominion Energy Center
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Welcome to the
Altria Theater and Dominion Energy Center
Guidelines for Volunteers
On behalf of SMG, Richmond Performing Arts Alliance (RPAA), and
Richmond Performing Arts Corporation (RPAC), we would like to welcome you to
the Altria Theater and Dominion Energy Center. We are honored that you have
chosen to contribute your time and energy to help us provide outstanding customer
service to the Altria Theater and Dominion Energy Center’s patrons.
Our goal is to create an inviting atmosphere for our guests and a safe,
positive environment for volunteers and employees based on mutual trust, respect,
and pride. These guidelines are intended to help us provide fair and consistent
treatment of all, and to help you understand your rights and responsibilities as a
volunteer. These guidelines are not all-inclusive. We may interpret, modify,
revoke, or add to any of these guidelines at any time, and we welcome your
suggestions for continued improvement.
Volunteer Usher Vest
Size - XXXXXXXX
Men’s (M)
or
Ladies (L)
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Our Venues
1. Altria Theater (6 N. Laurel Street, Richmond, VA 23220)
2. Dominion Energy Center (600 E. Grace Street, Richmond, VA
23219) Includes the Carpenter Theatre, Libby S. Gottwald Playhouse,
Rhythm Hall, and Showcase Gallery
Contact Information
Sr. House Manager: Glenn Schoditsch
Email Address: HouseManagerSMG@gmail.com
Phone Number: (804) 592 - 3364
Alternate Contact:
Operations & Technical Director: Steve Sweet
Email Address: SSweet@SMGRichmond.com
Phone Number: (804) 592 - 3686
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Important Website
www.altriatheater-dominionenergycenter.volunteerhub.com
Volunteer Responsibilities and Expectations
An usher is generally the first person a patron comes into contact with at a performance. As such,
it is very important to leave a positive lasting impression with the patron as this can set the tone
for the rest of his or her visit. The following is a list of responsibilities and the expectations for
our volunteer ushers:
1. Smile and be ready and willing to help. 7. An usher is expected to stay in the general
vicinity of his or her post throughout the
2. Provide outstanding customer service to entire event. This is so we can assist patrons
our patrons. whenever they need help. If there are open
seats available not in a patron’s line of sight,
3. Always act professionally when patrons an usher may sit during a performance.
are in the theatre building. However, an usher is never guaranteed a
seat when he or she works.
4. Arrive on time.
8. We make every effort to accommodate all
5. Look confident when standing at your of our ushers to their physical abilities. That
assigned post. Patrons feel more comfortable being said, if an usher needs to work
asking an usher a question when the usher specific locations for medical reasons, we
looks confident. will require a Doctor’s note.
6. Speak clearly so patrons can easily hear
the answer to their questions or directions to
their seats.
Volunteers Are Prohibited from the Following:
1. Falsification of application. 3. Fighting or engaging in intimidating or
abusive behavior which threatens the
2. Any and all willful destruction, personal safety or welfare of any person
misappropriation, damage, or theft of while on facility grounds or at any place
property of the Dominion Energy Center, while on duty.
Altria Theater, SMG, customers, patrons,
contractors, employees, and other 4. Being insubordinate and/or failing to
volunteers. carry out a supervisor’s legitimate
instructions.
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5. Consuming alcoholic beverages or being 14. Engaging in any act, including practical
under the influence of alcohol while on duty. jokes or horseplay, which may reasonably
Smoking is also prohibited as the Dominion create a danger to person(s) and/or property
Energy Center and the Altria Theater are while on facility grounds or at any place
non-smoking facilities. while on duty.
6. Possessing, dispensing, or using any 15. Failing to observe safety rules or to
illegal drug, or any legally controlled properly use required safety equipment.
substance unless under specific written
medical authorization, at any time while on 16. Soliciting for commercial or fundraising
facility grounds, or at any place while on purpose while on facility grounds or while
duty. on duty, without permission.
17. Gambling or bookmaking, including
7. Possessing or using a weapon of any kind lotteries, raffles, and pools, while on facility
at any place while on duty or while on grounds at any time or at any place while on
facility grounds at any time. duty.
8. Removing any records, files, lists, or 18. Performing or assisting another to
other items belonging to SMG, employees, perform personal work at any time while on
or other volunteers, facility customers, or facility grounds or at any place while on
patrons from facility grounds or from SMG duty, without permission.
custody by any means, or disclosing in any
manner, without authorization. 19. Using office telephone or other
9. Conviction of a felony or serious communications systems for personal or
misdemeanor while engaged by SMG. other unauthorized purposes which interfere
with normal duties or job productivity.
10. Attempting to bribe or use improper
influence to gain personal benefit. 20. Leaving the workplace before the
scheduled end of the shift or leaving the
11. Accepting gifts, gratuities, or favors assigned post without supervisor’s
from any person or organization doing or permission.
seeking to do business with SMG.
21. Encouraging another volunteer or an
12. Participating in an illegal work stoppage employee to violate any standard of conduct
or slowdown and committing or helping or other SMG policy.
another to commit workplace sabotage.
22. Reporting to work without required
13. Using any office communications uniform or required personal safety
system, including email, in a way that is equipment in clean and serviceable
harmful to moral, disruptive, offensive or condition or failing to maintain acceptable
which otherwise violates SMG policies. personal hygiene.
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Dress Code and Items to Bring to a Shift
Men Women
• Black slacks • Black slacks or black skirt (knee-
• White dress shirt (long sleeves length or longer)
preferred but half sleeves okay) • White dress shirt (long sleeves
• Uniform vest preferred but half sleeves okay)
• Black dress shoes • Uniform vest
• Necktie tie or • Black dress shoes (no high heels or
• Bow tie open-toed shoes, wedges are
• Unobtrusive jewelry acceptable)
• Working flashlight • Unobtrusive jewelry
• No strong colognes/perfumes • Working flashlight
• No strong colognes/perfumes
Safety Information
Ushers should take note of the closest exits when he or she reports to his or her post. In case of
an emergency, ushers will calmly help patrons either leave the theatre building or move to a
different location (depending on the emergency). The House Manager and Floor Managers will
help give instructions during an emergency situation.
If a medical emergency occurs, try to signal to another usher to assist. One usher stays with the
patron having the medical emergency and the other usher finds the nearest Floor Manager or
House Manager (or another employee with a radio). He or she will be able to radio for EMS.
Keep calm and make an effort to keep the area clear around the patron having a medical
emergency.
Sometimes, an usher might have to deal with unruly or disgruntled patrons. Be as courteous as
possible and reassure the patron that his or her problem will be solved. If the situation escalates,
find the nearest Floor Manager or House Manager. He or she will be able to call for security if
necessary.
Railings
It is very important that nothing is placed on the railings in any of the theatres. Items such as
drinks, phones, programs, etc. can fall from the railings and can injure patrons on lower levels.
Flashlights
A working flashlight is required by every usher at every event. Flashlights are used to help
patrons navigate the venues once the house lights are dimmed. This is especially important when
helping patrons navigate stairs once an event has already begun. Flashlights are not to be used
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during intentional blackouts, and always point flashlights towards the ground to minimize the
disruption to other patrons. Smart phone flashlight apps are not acceptable.
Electronic Devices
Ushers are not to use any electronic devices, including mobile phones, while working a shift. If a
personal phone call must be made during an event, the usher must make that call in a place out of
view of the public. Please reserve the use of these devices to before and after a scheduled shift.
During a show, patrons are not supposed to be using electronic devices unless a show
specifically allows recording or photography. Some artists have very strict policies against
photography; in these instances, it is okay to kindly ask patrons to refrain from taking pictures or
recording any part of the performance.
In most other instances, we allow patrons some leeway on photography. If someone uses flash
photography or an iPad/tablet that lights up ten rows behind them, ushers are allowed to ask
patrons to refrain from using said devices.
Theatre Food & Drink Policies and Concessions
No outside food and drink is allowed at any of our venues. For most events, Concessions are
open. As a general rule, if Concessions are open, food and drink is allowed in the house. Alcohol
is never allowed to leave the theatre building.
Ushers are not allowed to eat food or chew gum in the view of patrons; these activities may be
done on a break. Using discretion, ushers are allowed to have hard candy (such as peppermints)
or cough drops.
Usher Locations
Directors: Ushers may be assigned to direct in various locations in the lobbies and houses of our
theatres. These ushers will be very vocal and assist patrons through the theatre, guiding them to
their appropriate seating location.
Grand Staircase: Two ushers may be stationed on the Grand Staircase at the Carpenter Theatre.
These ushers will be very vocal in explaining how to get to the Mezzanine, First Dress Circle,
and Second Dress Circle. They will also greet patrons and help guide them to the appropriate
theatre door.
Ticket Takers: Anywhere from one to twelve ushers may be asked to scan or stub tickets. Every
ticket MUST be accounted for to obtain an accurate headcount of patrons. Ticket Takers should
carefully read each ticket (making sure the date, time, and performance are accurate), then scan
or stub the ticket. When using an electronic scanner, simply aim the scanner at the ticket barcode
and squeeze the button on the handle.
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Ticket Takers should not let any patron into the theatre if his or her ticket is not accepted by the
scanner. Some events may not have tickets; in this case, a manual tally counter is used. Ushers
who are taking tickets are the second line of defense (after Security) for items not wanted in the
theatre. These ushers should keep their eyes open for food and beverages not purchased in the
theatre.
Programs: These ushers will be handing out programs/playbills in the theatre lobby before the
patrons enter the house. This allows the ushers inside the house to focus on making sure patrons
quickly and easily locate their seats.
Aisle Ushers: These ushers will be inside the house on various levels. These ushers are
responsible for showing patrons their seats in a friendly manner. Ushers posted in the aisles will
also be answering patron questions; the most common questions are about location of the
restrooms, location of concessions, and location of water fountains.
Vests
Vests are a required part of the usher uniform. Ushers will have the opportunity to try on and
order vests at the Usher Orientation. House vests will be provided at the Altria Theater and the
Dominion Energy Center until an usher receives his or her ordered vest. All ushers must have
purchased a vest after completing three shows or must have a vest on order by November 1st.
Remaining an Active Usher
An active usher must be registered for Volunteer Hub and must have a vest. If an account shows
no activity and a vest is not on order by November 1st, then an usher will be removed from the
roster. In order to remain active, an usher must work a minimum of 12 shows a year.
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Registering for Volunteer Hub
At this time, log into Volunteer Hub and create an account.
www.altriatheater-dominionenergycenter.volunteerhub.com
CLICK
HERE TO
START!!!
Signing Up for Events & Wait Lists
All sign-ups for events occur on Volunteer Hub. An email will be sent to all ushers informing
when new events are posted. Ushers have until 12 hours before the start time of an event to sign
up. If there are still empty slots and it is less than 12 hours before an event, contact the House
Manager via phone or email.
Once the maximum usher limit is reached, an usher may still sign up and be placed on a wait list
for the performance. If a slot opens up, an usher will receive an email about their change in status
for the event. This is based on chronological order of sign up.
Cancelling a Shift
We use Volunteer Hub to schedule the required number of ushers we will need for each
performance, so any absence will leave us short-handed. Ushers are able to cancel a shift up until
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12 hours prior to an event. If there is an emergency and it is less than 12 hours before an event,
please contact the House Manager via phone or email.
If an Usher has cancelled three shifts without proper notice, the usher will lose the opportunity to
usher for the remainder of the season.
Call Time and Time Commitments
The term “call time” refers to the time an usher needs to be at the usher briefing session. This is
usually 90 minutes before the show start time, but this time is subject to change based on pre-
show activities. At this time, an usher should be prepared to go directly to his or her post on at
moment’s notice. Being on time is of the essence.
Once an usher has signed up for an event, he or she is expected to show up for said event. All
ushers are expected to stay for the entirety of the event. This means that an usher will not be
allowed to leave until a show is over and the house has been cleared.
Event Parking
Altria Theater: Ushers will be allowed to park in the VCU parking deck. The event reminder
email will state when a Floor Manager will be available to hand out parking passes.
Dominion Energy Center: For most events in the Carpenter Theatre, ushers will be able to park
in the garage on Franklin St. between 6th and 7th Street. The event reminder email will state when
a Floor Manager will be at the garage to let ushers in.
For smaller events, ushers may have to find their own parking on the street. The event reminder
email will state if ushers need to find their own parking.
Entrance at Events and Signing In
At the Altria Theater, ushers will enter through the Box Office doors and sign in at the
Concierge desk. Ushers will then proceed to the Usher Briefing Location stated in the reminder
email. This location may vary per event.
At the Dominion Energy Center, ushers will enter through the Rotunda (located at the corner of
6th & Grace Streets and sign in at the table at the end of the box office hallway. Ushers will then
proceed to the Usher Briefing Location stated in the reminder email. This location may vary per
event.
10Usher Briefing and Stuffing Programs
During the Usher Briefing, the House Manager will give important information about the show.
This will include approximate run time, if there is an intermission, if there are programs, and any
other information that pertains specifically to the event. At this time, the Floor Managers are also
introduced to allow the ushers to know who to go to if a problem arises. If programs need to be
stuffed, this will occur at the Usher Briefing Location.
Tickets and Seating
Ushers are responsible for checking the day, date, week, and time of a performance on each
patron’s ticket.
Reserved Seating: Reserved Seating refers to a performance when patrons are assigned to
specific seats. For these performances, the ushers should review the patron’s ticket, take them
down their appropriate aisle, and direct them to the proper seats.
General Admission: General Admission is a performance when there are no assigned seats. For
GA seating, patrons may sit wherever they like. Ushers will provide direction to open seating
and encourage the patrons to sit up front and close to the center (leaving the aisles and back
available for latecomers).
ADA Seating and Accessibility
All venues have ADA seating on every level. These seating areas are reserved for one ADA
patron and one companion. Ushers are never allowed to sit in ADA seats even if they remain
empty for an entire performance.
Breaks
We allow all ushers to take a short break after-intermission during a shift. Ushers should rotate
breaks so that all essential locations remain staffed. Each usher is allowed one snack and one
drink. Depending on the length of the event, snacks and drinks will be available during the
second half of a show or at the end of the show. Snacks and drinks will be available at the Coat
Check at the Altria Theater and in the House Manager office at the Dominion Energy Center.
*All snacks and beverages must be consumed before reentering public locations within the
theater.*
11After a Show and Signing Out
At the conclusion of the show, please remain at your assigned location until the house is clear. At
this point, complete a cursory sweep of the house to check for lost personal items; all found
items must go to the Concierge Desk. After the sweep of the house ushers may leave unless a
Floor Manager or House Manager states otherwise.
At the Altria Theater, the sign out sheet will be at the Concierge Desk or reception desk. At the
Dominion Energy Center, the sign out sheet will be in the House Manager office.
Usher Loyalty Programs
We are thankful for everything our wonderful volunteer ushers do, and we have two programs in
place to show our appreciation: Spotlight and Limelight.
Spotlight Ushers work an average of three shows per month averaging at least 36 shows per
year. Spotlight benefits include:
• Priority sign-up for selected shows.
• A special pin denoting Spotlight status that may be worn on his or her vest.
Limelight Ushers work an average of four shows per month averaging a minimum of 48 shows
per year. Limelight benefits include:
• A limited choice of locations when an event is worked.
• Priority sign-up for selected shows (usually but not always one more than Spotlight).
• A special pin denoting Limelight status that may be worn on his or her vest.
12Carpenter Theatre
13Wheel
Chair
Orchestra
Right
*EVEN
Note Row V
Wheel
Chair
Orchestra
Center
*Hundreds
Note Row T
Wheel
Chair
Orchestra
Left
*ODD
Note Row V
14Wheel
Chair
Mezzanine
Left
*ODD
+This section
is an extension
of Row E
Elevator #1 by Concierge (Level 3)
Wheel
Chair
Mezzanine
Right
*EVEN
+This section
is an extension
of Row E
Wheel
Chair
FDC
Left
*ODD
+This section
is an extension
of Row J
Elevator #1 by Concierge (Level 4) or Elevator #2/#3 by Men’s Room (Level 3S)
15Pit
Left
Orchestra
Center
Mezzanine
Right
16FDC
Right
SDC
Left
Standing
Room
Only
17Altria Theater
18Box
Left
Wheel
Chair
Orchestra
B
Pit
19Orchestra
Grand
Tier
Balcony
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