FRONT OF HOUSE USHER

TRAINING HANDBOOK

What you need to know about being an Arsht Center Usher

FRONT OF HOUSE OPERATIONS ALICE FIFELSKI THEATER MANAGER 786-468-2294 afifelski@arshtcenter.org

NEAL HOFFSON HOUSE MANAGER 786 468 2296 nhoffson@arshtcenter.org RODOLFO MENDIBLE HOUSE MANAGER 786-468-2402 rmendible@arshtcenter.org MATT ASHLEY HOUSE MANAGER 786-468-2034 mashley@arshtcenter.org VOLUNTEER SERVICES NICOLE SMITH VOLUNTEER COORDINATOR 786-468-2033 volunteers@arshtcenter.org

7.26.16

OUR PHILOSOPHY:

EMBRACING EXCELLENCE

Because all our guests are very important to us, our service is based on a mission to create positive memories that will last a lifetime.

We start with a solid base of training the essentials: safety and knowledge of our theaters. Added in equal parts are the commitment to offer great guest service, good judgment, a sense of ownership and more than a pinch of good humor. The secret ingredient: our unique personality.

We have pride in who we are and what we’re doing.

While safety must always be our number one concern, our overarching goal is to help our guests have an enjoyable experience by being well informed, flexible, pleasant, and reasonable.

We are here not only to meet, but to exceed expectations each and every time a guest chooses to come to the Arsht Center.

DO YOU HAVE WHAT IT TAKES?

KEY SKILLS TO BEING AN USHER

The ability to:

Smile

Listen

Speak clearly

Care

Laugh

Enjoy people

Be enthusiastic at all times

Be proactive

Observe & respond

Exceed expectations TIPS ON BEING A GREAT USHER Always wear a smile

Make eye contact

Always be “On stage”, even when you do not feel like it

Treat Guests as you yourself would expect to be treated

Treat each Guest as a special individual

Use friendly & courteous phrases when speaking with Guests

Please follow your chain of command: your Tier Leader, House Manager & Volunteer Manager

Never complain or mention personal problems in the presence of Guests

Remember volunteer service is not a forum for airing personal grievances or issues with our Guests

Respond appropriately to all questions. It is ok to say that you are ‘not sure’ what the answer is, but you must follow-up with a satisfactory response to that Guest in a set time

Take your job seriously, but not yourself: by having fun, we help our Guests have fun also

Know how to read tickets

Give quick, accurate directions to seats & locations

Guest concerns to report to your Tier Leader: o Temperature o Sound o Seat position o Emergencies/Accidents o Complaints/Compliments

USHER DUTIES The Center prides itself on its service & wants our Guests to feel comfortable; the safety & comfort of our Guests are our priority. We are all responsible for the delivery of first class service to each & every Guest.

Ushers are the Arsht Center’s official “meeters & greeters”; you are our Ambassadors

If a Guest is lost or disoriented, they should be given the necessary assistance to get to their destination. Offer clear & concise directions

Ushers will lead Guests to their seats by taking them down the appropriate aisle & indicating which seats are theirs. This may be done by walking over to the seats, or once at the row indicating which seat is to be taken

If a Guest has come to the wrong area for seating, whether it be the wrong hall, tier or section, they should be directed to their seat location with clear & concise instructions

When the performance is ready to begin, the House Manager will tell the Tier Leaders that seating has ended & doors should be closed. The Ushers will stand outside the doors to prevent entry until further instructions from the House Manager/Tier Leaders. All seating holds requested by the performing company must be observed. It is our responsibility to respect & protect the integrity of the performance

Ushers assigned to positions outside the House must maintain their post, unless relieved by another Usher

Those Ushers remaining inside the house are also required to maintain their post & restrict movement, unless it is to render assistance to a Guest

Ushers may not enter or exit the chamber indiscriminately. Not only is this a distraction to Guests during a performance, but a source of irritation to Guests who are unable to take their seat due to their late arrival

Ushers must keep the doorways & the aisles clear to ensure safety for both our Guests & ourselves

Ushers stationed inside the house will open the doors after the house lights go back up for intermission & at the end of the show. Tier Leaders will instruct Ushers when to close doors at the end of intermission. The process of closing the doors & standing by is repeated at the end of intermission

Ushers are required to be at their assigned post during intermission in order to assist Guests

It is expected that the Ushers assist our Guests to the exits for an orderly departure from the theater. Ushers are required to be in attendance until the end of the performance

Based on performance needs, or upon Usher’s request, Ticket Takers & Ushers may be released prior to the end of the performance; this will be determined by the House Manager & conveyed via the Tier Leader

Ushers may sign-up for “partial shifts” Partial shifts require Ushers to be in attendance before the start of the show & through the first intermission

Keep in mind that you are here to maintain order & assist Guests, not to see a performance

Ushers must not occupy any seat inside the house at any time before, during or after the performance

Ushers may not approach Barton G concessions stations to request food or beverages for their consumption

Snacks & beverages will be provided for Ushers in the Clubhouse. All consumption must be done in the Clubhouse

Should a health emergency situation arise, Ushers should immediately seek assistance from their Tier Leader, who will contact the House Manager. The House Manager will determine the next course of action

In case of other emergencies i.e. fire, suspicious package or unruly Guest the same rule as above applies

WHAT YOU NEED TO KNOW! DRESS CODE Gentlemen will be required to wear black slacks (no denim fabric), white long-sleeve dress shirt with collar, black socks & closed black rubber soled shoes (no trainers). Ladies will be required to wear black slacks (no leggings, capris, denim fabric) or skirt (knee length or longer) white long sleeve shirt or blouse with shirt collar, black socks & completely closed black rubber soled shoes (back & front i.e. no mules/slides/sandals & no trainers). Please note that black or neutral colored stockings must be worn if wearing a skirt. Shirts or blouses must be tucked in. Clothing should be neat & clean at all times. Each Usher will wear an Arsht Center vest, as well as a name tag. Vests will be provided to the Ushers at the beginning of each shift, & are to be returned at the end of the shift. Each Usher will bring a flashlight (LED lights are prohibited), plus a pen/pencil to make notes during the pre-performance briefing. Miscellaneous Requirements:

o Hair well groomed o Gentlemen must either be clean shaven or ensure that

beard/goatee/moustache are neatly trimmed o Nails clean o Jewelry kept to a minimum & noiseless o Visible piercing, other than ears, need to be removed o Tattoos need to be covered, if possible o Gum chewing is not permitted o Use of cell phones & pagers are not allowed while on duty

BEGINNING YOUR SHIFT Parking is provided in Lot 49 located on NE 12th St. between Biscayne Blvd. & NE 2nd Ave. If this lot is full, you will need to park in Lot 51, located on NE 12th St. between NE 2nd Ave. & NE 1st Ave. (see Parking Map on page 22) There is a Security Guard on duty at the lots at all times. If the lot is full when you arrive, ask the Security Guard to direct you to an alternative parking area; do not allow them to send you away. Ask the House Manager if you need an escort to the parking lot after your shift is complete. All Ushers will report to the Volunteer Club House, which is located in the main lobby area of the theater where you are assigned to work. The Volunteer Club House will open 30 minutes before your specified call time. Snacks & refreshments will be available to all Ushers scheduled. Lockers located in the Volunteer Club Houses are available to Ushers to store personal articles during their shift. Please note, purses, pagers, cell phones & fanny packs are prohibited while you are “on duty”. You should bring your own lock for your personal use on the lockers. Lockers must be emptied at the end of your shift

PRE-PERFORMANCE CHECKLIST Ushers are expected to report (Call Time) to the Center as noted in your

confirmation notice. You must be in uniform & ready for the pre-performance briefing at Call Time. These meetings are required for everyone

The briefing will be given no later than 5 minutes after the scheduled report time. Do not be late!

Ushers will be given a performance information (cue) sheet to include show details e.g. content, running time, holds, intermissions, House Manager & any special information pertinent to the performance. Ushers may ask any questions regarding to the performance or in general during the briefing

Assignments will be given at the briefing

We ask that you have a general knowledge of the Center & know the specific location of public spaces, elevators, box office, Tiers, restrooms, water fountains, ATM machines, Audiences Services tables, concessions, as well as internal theater chamber directions

Ushers should report to their assigned Tier immediately after the House Manager’s briefing & follow the instructions given by their Tier Leader

TIER LEADERS Tier Leaders will assign & direct the Ushers to their posts. The House Manager,

along with the Tier Leader, will position the Ticket Takers & Ushers as they deem appropriate for the performance

Each Tier Leader will also survey their team to ensure that they are properly attired

The Tier Leader will be the first line of defense should any problem arise. If they are unable to resolve the issue, the House Manager will be contacted

All issues should be resolved in a discreet manner & with the utmost courtesy. To cause a minimal amount of attention in the theater the Tier Leader will request that the Guest step outside the theater chamber. We need to maintain the attitude that the Guest is always right, whether or not it is the case. Should the problem be irreconcilable the Tier Leader will contact the House Manager.

The Tier Leader will have a full working knowledge of the Center as a whole, including location of the Center’s rooms, both private & public, & how to gain access to each location, including those off limits to the public. This same information will also be shared with ushers

Neither the Tier Leader nor Usher, should allow a Guest to wander about in the dark trying to find their way back to their seat. This type of scenario is disruptive to Guests already seated & enjoying the performance, as well as dangerous for the unseated Guest

The Tier Leader will assist the Usher in the process of reseating after the intermission, ensuring that each guest is back into their ticketed seat

Tier Leaders & Ushers must remain in their assigned Tier until the entire area is clear. They will be on duty until the last Guest has left the theater

Report any conflicts or problems you may have with a Tier Leader immediately to the House Manager or complete a form

BOX OFFICE The Box Office is open from 10am-6 pm, Monday through Friday & at 12-5 pm on

weekends. During days when we have a performance, the Box Office will remain open until the end of the last intermission. It will be open on some Holidays. To verify hours of operation, call 305-949-6722

Before and during every performance there are “Will Call” windows open for Guests who need to pick up their tickets, as well as “Ticket Sales” & “Guest Services” windows. When our Resident Companies are performing they have a dedicated window e.g. FGO, MCB, NWS, MISO

Ushers do not get involved with ticket issues. If there are any ticket issues, duplications, lost tickets, wrong seat, obstructed view, etc., you need to inform your Tier Leader immediately. Do not relocate Guests to other seats without proper authorization from your Tier Leader/House Manager

There are occasionally ‘rush’ discounts on tickets when purchased in person within a set time before a performance on the day-of for students with a current form of ID. Rules for ‘rush’ discounts vary by the performances to which they apply, and are not guaranteed.

TICKET TAKING

Those Ushers taking tickets will be shown all the different tickets expected. All scanners must be tested with old tickets to make sure they are working correctly

All Ticket Takers & Ushers should take care to read the ticket carefully. There are several theaters/halls on the Center campus & attention should be paid to ensure the Guest is in the correct venue, as well as on the correct date & time

Become familiar with sample tickets provided in Educate Yourself! Section on page 18

The scanner beeping sound (red screen) should not be ignored – it is indicating that something is wrong with the ticket. Let your Tier Leader know immediately

The Ticket Taker must take note that each person entering has a ticket, including babies. There are no exceptions. Lap seats tickets are available for every performance at the Box Office.

Lap seat tickets are usually sold at the lowest priced ticket available for that performance.

The Arsht Center issued tickets should all be scanned. If a problem occurs with the scanners, tickets will be torn along the perforated end. Take the white portion on the right side of the ticket & place it into the drop box. Please ensure the portion of the ticket with the performance & seating information is given back to the Guest

After the ticket has been torn/scanned, the Ticket Taker should give the Guest information for orientation: ‘take the door to the left’, ‘take the elevator to the Second Tier’, ‘exit to the right’ & so on. Ticket Takers must know the layout of each House, where left, right, center & each of the levels are located

Most important always add “Enjoy the performance!”

FOOD AND DRINK IN THE HALL The general policy is that food & drink are not permitted inside the theater chambers. The exception to this is bottled water with a screw-top. There may be an exception where beverages and/or food are permitted inside the House. Should this be the case, the House Manager will inform you at the briefing. No glass bottles or glasses are permitted outside Patrons Salon.

OPENING THE HOUSE There are three performance venues, plus reception/meeting rooms, in the Center.

Several performances/events may be happening simultaneously. Make sure you direct Guests to the proper venue

When the Lobbies are open, public entry will not be permitted beyond certain points without a ticket

All entrance doors into the theater must be covered to avoid Guests from entering before opening of the house. The House Manager may restrict access to Guests into certain areas. Tier Leaders & Ushers will be informed accordingly

The House will be opened by the House Manager after notification from backstage that the stage has been cleared, rehearsals completed & technical checks finished. Only then can Guests enter the House

The doors leading into the House must be opened correctly. Always open the inside doors first & the outside doors second

There will be a series of chimes, bells or fanfare played when final seating begins. This is usually done in intervals 10, 5 and 3 minutes until curtain

Tier Leaders & Ushers must work together in assisting our Guests to take their

seats promptly before the performance begins & after intermission. Make sure that

all doors are closed before the curtain goes up

Programs for the performance will be available on every Tier. Tier Leaders &

Ushers should ensure that there are enough programs to provide one to all the

guests attending the performance. If this is not the case, the House Manager should

be contacted immediately so they may correct the situation. Not all performances

offer programs.

PATRONS SALON During the summer months, the Patrons Salon at ZBOH and KCH will be under renovations and remodeling. These rooms will reopen to our members at the start of Season 11. As part of the updating, these rooms are being renamed as follows:

Formal name: Ambassador Paul L. Cejas and Trudy Cejas Patrons Club Terra Group Patrons Club

Abbreviated name: Cejas Patrons Club Terra Patrons Club

What is a member?

An Arsht Center member is someone who pays an annual fee to obtain different

benefits based upon the level of giving — from access to ticket presales to cast meet-

and-greets and beyond.

What is a subscriber?

Subscribers are patrons who have purchased an entire package of performances in a

series; often they are granted the same seat for all performances, exclusive

exchange privileges, can purchase additional tickets to their package performances

prior to the public on-sales, and depending on the series, may receive a discount.

BATHROOMS

There are 45 public bathrooms in the Arsht Center located in the theater lobbies of all three theaters and on every seating level of the Knight Concert Hall and Ziff Ballet Opera House.

Under the new security measures implemented in the summer of 2016 at the ZBOH, bathrooms behind the Box Office are no longer available for guest use in the Lobby. Those bathrooms are for the usage of Books & Books guests only. The only bathrooms available to guests in the Lobby are the bathrooms located next to the PFS. Access to the bathrooms in the KCH remains accessible.

Please suggest that all ticket-holding guests utilize the restrooms in the area in which their tickets are located.

Please check the restrooms following the end of the performance to ensure that all guests have exited the Tier you are assigned to.

DOES THE ARSHT CENTER HAVE BABY-CHANGING STATIONS?

Yes, several Men's, Ladies' and all Family-Friendly (Unisex) bathrooms on both sides of the Knight Concert Hall and Ziff Ballet Opera House have baby-changing stations. These are located on every Tier.

ELEVATORS

Elevators are located on the right side & left side of the Ziff Ballet Opera House & the Knight Concert Hall. There are two elevators on the right side & one elevator on the left side. Only one elevator on the right side of the halls has access to the Orchestra Lobby from the Main Lobby. Elevators on the left side of the theater are accessible from the Orchestra Lobby only

Signage on the elevators contains a directory indicating all the floors accessible & the number that corresponds to each level. Each elevator has an assigned Car number that can be found inside the elevator above numbers panel

The corresponding Car numbers for each elevator are:

ZBOH

CAR 7 – NORTH RIGHT SIDE (ACCESS ORCHESTRA)

CAR 8 – SOUTH RIGHT SIDE

CAR 11 – LEFT SIDE (ORCHESTRA LEVEL)

KCH

CAR 3 – SOUTH RIGHT SIDE (ACCESS ORCHESTRA)

CAR 4 – NORTH RIGHT SIDE

CAR 5 – LEFT SIDE (ORCHESTRA LEVEL)

Elevators should be monitored constantly while Guests are entering & exiting the theaters. Ticket Takers assigned to elevators must tell each Guest what floor number to press inside the elevator

In order for all elevators to function properly the following rules must be observed: o Do not let the Car get overcrowded o Do not hold doors open for long periods of time o Please, communicate immediately to the Lobby Tier leader any situations with elevators

Whenever possible, an Usher will be assigned to a position inside each elevator to assist & facilitate Guest access & exit from each level

ZBOH DIRECTORIES KCH DIRECTORIES

CAR 7 CAR 8 CAR 11

CAR 3

CAR 4

CAR 5

SERVING AND CONSUMPTION OF ALCOHOL AND OR ILLEGAL SUBSTANCES The Adrienne Arsht Center and its alcohol beverage concessionaires have adopted an alcohol policy that is designed to help prevent harm and to protect our guests, employees, volunteers and the community from alcohol-related incidents. Guests are expected to obey all federal, state and local laws governing the purchase, possession, and consumption of alcohol. It is illegal for anyone under the age of 21 to consume alcoholic beverages. In addition, the following items are to be noted:

The Adrienne Arsht Center's public concession stands will only serve alcoholic beverages at any event, in accordance with the law and as may be determined by these policies. Alcoholic beverages will not be served in containers larger than 16 ounces.

There shall be a maximum limit of two alcoholic beverages sold to each guest, per purchase.

The Adrienne Arsht Center for the Performing Arts reserves the right to eject anyone under the age of twenty-one (21) who is observed to be consuming alcohol on the premises, or who appears to be visibly intoxicated or who is consuming illegal substances on the premises. In such events, The Adrienne Arsht Center reserves the right to report such guests to the Miami-Dade County Police.

INTOXICATED GUESTS

The Adrienne Arsht Center for the Performing Arts reserves the right to deny entry to intoxicated guests. Any intoxicated guests causing a disturbance during an event, or any guests consuming illegal substances will be asked to leave the premises and may be subject to arrest.

DISTURBANCES

All guests must maintain reasonable and appropriate behavior at all times. Guests using offensive language or engaging in disorderly, disruptive or illegal conduct or refusing to comply with a policy or a directive issued by the Adrienne Arsht Center's personnel, may be ejected from the facility and may be subject to arrest. Ejected guests will not receive a refund for their tickets or be compensated in any way for their loss. Disturbances include, but are not limited to, the following:

Standing on chairs Sitting on railings Running inside of the premises Intoxicated, disruptive, illegal and/or disorderly conduct Fighting or challenging others to fight "Mooning" or exposing private body parts Violation of The Adrienne Arsht Center's event policies Violation of the local, state, and federal laws and statutes Igniting and display of flames, i.e. lighters / matches, in the theater Attempting to enter or access the stage or any other restricted area without

permission Throwing, discharging, or launching any liquid or other substance or item Disturbing another guest, employee, volunteer or a performer with loud and unreasonable

noise or belligerent behavior Using profanity and/or offensive words on the premises Causing any damage to the property of others or to the premises

CAMERAS, VIDEO & AUDIO RECORDING DEVICES

The general policy is that the use of cameras, videos & audio recording devices are prohibited inside the theaters during the performance. Guests are not permitted to take photographs of stage sets, when there is no actual curtain. Tier Leaders & Ushers are expected to be proactive in enforcing this policy

They may be permitted in some cases such as graduations, award ceremonies or any other approved, pre-arranged agreement. House Managers will provide information to Tier Leaders & Ushers when photography is permitted inside the House

Texting is allowed before the performance & at intermission. Guest must be reminded that texting is not allowed during performances & events

LATE SEATING There will be a designated time when the public will not be able to enter the House

once the performance has started. These Guests are called ‘latecomers’. The House Manager will be advised by the presenting company about specific rules of entry. There is no set time on late entry & the determination is made on a performance by performance basis. The Center will endeavor to find an area where latecomers will be able to view the performance on a closed circuit screen

Ushers will be cued by their Tier Leader when late seating may commence. We must ensure that this process is done swiftly & quietly causing minimal disturbance to Guests already seated. Ushers should be cognizant of any Guest straying from their seat & offer assistance. This is particularly important during performances which have a brief pause between scenes/pieces

Inform guests who leave during a performance of the re-seating rules before they exit the House

The House Manager & Tier Leaders will be responsible for ensuring that the holds are maintained

Tier Leaders & Ushers must adhere to all late seating instructions given by the House Manager at all times. No exceptions

When assisting a Guest into the House for late seating, close the outside doors before opening the inside doors

When assisting a Guest leaving the House, close the inside doors before opening the outside door

FLASHLIGHT ETIQUETTE Ushers are responsible to bring & maintain their own flashlights

LED flashlights are prohibited

Please greet Guests as they enter your area & then ask them to “Please watch your step!”

If a Guest seems lost, ask “May I be of assistance?”

Always use your flashlight during late seating

When reading a ticket in the dark, hold the ticket down & make sure the flashlight is pointed towards the floor & not the Guest

Shine your light on the floor to help the Guests see their way down the aisle

Illuminate the steps in front of the Guest with your flashlight, as you lead them to their seat

Remember to light the Guest’s path more than your own. Guest safety is our responsibility

Do not use flashlights to point out a Guest’s seat in the dark, as you may shine the light into someone’s eyes. Point the flashlight to the row entrance. DO NOT use flashlight to get the attention of a guest using cell phone, cameras, food, etc.

Please do not use your flashlight to read a program or check the time during a performance

SMOKING In accordance with State Law, smoking is strictly forbidden within the confines of the Center. Including e-cigarettes. Smoking is permitted in designated areas only. Should an Ushers encounter a Guest smoking within the Center, they should direct them to the smoking area in a polite manner. Ushers are not allowed to smoke at any time during their shift

ACCESS TO BRIDGE The Carnival Bridge is the connection between the Knight Concert Hall & the Ziff

Ballet Opera House. To gain access to the bridge, you must be inside one of these buildings. When both halls are open, Guests may use the bridge to enter the venues. If one of the halls is closed, crossing over Biscayne Boulevard via the bridge will not be possible.

There will be Ushers posted at entry points into the halls. It will be the Usher’s job to check tickets & direct the Guests to their respective Tier

The bridge area may be one of our designated smoking areas, so it will also be up to the Usher posted at this entry point to let Guests know when the performance is about to begin & when intermission is over

‘BRAVA!’ provides outside seating, weather permitting, on a section of the bridge. Tables will be set up by restaurant staff when outside service is available. Due to activity on the bridge area when outside service is provided, Guests wanting to access the hall across the street should be encouraged to cross the plaza instead of using the bridge

BACKSTAGE ENTRY Entry to backstage is permitted to authorized personnel only. Ushers, unless

specifically authorized, are not permitted backstage. The only exception to this ironclad rule is Tour Docents who are leading backstage tours

Security Guards posted at backstage entrances will check each person for proper credentials before access is permitted

Guests wanting to go into the backstage area must be directed to the “Stage Door” entrance located on NE 14th St., between Biscayne Blvd. & NE 2nd Ave. for Ziff Ballet Opera House or NE 13th St. & North Bayshore Drive for the Knight Concert Hall. Once there, Security will help with the appropriate procedures

LOST & FOUND If an Usher finds any lost object, the item should be given to the Tier Leader/House Manager. After a performance/event all unclaimed articles are turned over to Security for cataloging & storage. Items may be claimed at the Security Office, which is located in the Ziff Ballet Opera House on NE 14th St. & 2nd Ave. Guests should also be directed to call Security at 786-468-2081 regarding lost items. Lost articles will be held for 90 days. EMERGENCIES All staff are trained on emergency evacuation procedures for all venues. Staff must

ensure that all Guests leave the building if an evacuation is call. Staff must report Guests with a disability they have left in a safe area to Emergency staff. Afterwards all staff must report to lot C in their teams for that evening

An EMT (Emergency Medical Technician) will be on duty for all performances at the Ziff Ballet Opera House & the Knight Concert Hall

AEDs (Automated External Defibrillator) are located in the main lobby of both halls

All House Managers, as well as many Tier Leaders, are certified for CPR

*NEW SECURITY PROCEDURES-SECURITY ENTRY CHECK POINT

INSPECTIONS/BAG CHECKS

The safety and security of all Arsht Center guests is our top priority. All patrons entering the premises, ZBOH-KCH-CST, for an event will be subject to bag checks and inspection by hand-held metal detector. Theatergoers may be asked to open bulky outerwear, such as jackets, prior to entering. Guests found in possession of prohibited items, including weapons, will be asked to immediately remove the items from the premises.

PROHIBITED ITEMS

Guests are prohibited from bringing the following items onto the premises:

Any bag larger than approximately 12”x12”x6” Cameras and recording devices (other than phones) Illegal drugs Animals (except service animals) Weapons (including knives and pepper spray) Any items that may be deemed disruptive to the performance Outside Food and Beverage (except for one sealed water bottle per person)

The inspection is conducted for the safety of our guests, performers, employees and volunteers. The security personnel will conduct their inspections with respect toward the guest's dignity and rights. Under no circumstance shall the inspections be conducted in a discriminatory manner or pattern. Entry to the premises will be denied to any guest that refuses consent to such an inspection or who possesses any illegal, dangerous or harmful items.

Guests that exit the premises during intermission(s) must be fully inspected again before re-entering. There is NO ACCESS to the building through any doors that do not have attended Security screening checkpoints in place.

CONDUCT POLICY

The following list includes, but is not limited to, actions, behavior and/or causes that

will entitle the Adrienne Arsht Center to remove a person from the premises and as

with all policies they are subject to change at the sole discretion of the Adrienne Arsht

Center. The Adrienne Arsht Center's Management reserves the right to add, modify,

or delete the following with or without notice:

No animals are allowed except seeing/hearing animals, as defined under titles II and

III of the Americans with Disabilities Act.

Failure to move from a seat for which a guest doesn't possess a valid ticket for, on

ticketed events.

Public intoxication.

Possession and/or use of illegal drugs.

Throwing any object as a projectile, spitting, or the use of laser pointers.

Fighting or threats to fight or other belligerent conduct.

Verbal threats of violence towards staff, artist, vendors, or other guests.

Offensive or profane language and/or lewd, disruptive, or disturbing conduct.

Bringing outside food or drink into the premises.

Sale, attempted use, or possession of fraudulent, invalid or stolen tickets on the

premises.

Smoking anywhere inside the buildings.

Destruction, vandalism, theft and/or abuse of the property of others or the property or

premises of the Adrienne Arsht Center.

Repeated refusal to cooperate with security, staff or public safety officials.

Unsafe, uncontrolled, and/or belligerent behavior making it unsafe or disturbing for

the enjoyment of others.

Conduct endangering one's own safety and health.

Taking videos, photographs or audio recordings.

Entering without a valid ticket or credentials.

Unauthorized violation of limited or restricted access areas such as stages, sound mix

positions, pit seating area, and backstage and any other restricted area of the

premises.

Illegal, immoral or vulgar behavior.

Alcohol intoxication with disruptive or unsafe behavior.

Possession and/or use of any weapons.

ATTENDANCE POLICY It is very difficult for a performance to run smoothly if there are not enough Ushers. Therefore, it is extremely important that all Ushers attend the events for which they have been scheduled. In the event that you are unable to attend an assigned show, it is your responsibility to call at least 24 hours in advance or as soon as possible in order for us to find a substitute. In the event of cancellation please call: Theater Manager Alice Fifelski: (786) 468- 2294 (Office) House Manager Rodolfo Mendible: (786) 468-2402 (Office) House Manager Neal Hoffson: (786) 468-2296 (Office) House Manager Matt Ashley: (786) 468-2034 (Office)

Alternatively, send an email to housemanagers@arshtcenter.org

REVIEW, EVALUATION, DISMISSAL Please note that all Ushers will be assigned different positions on a regular basis

Tier Leaders will evaluate & review each usher’s performance during assignments. Ushers are encouraged to evaluate & review their experience working with Tier Leaders.

We welcome new ideas from Ushers

Possible grounds for dismissal of the Usher may include, but are not limited to, the following:

o gross misconduct or insubordination o being under the influence of alcohol or drugs o theft of property or misuse of organization equipment or materials o abuse or mistreatment of guests or co-workers o failure to abide by Arsht Center policies & procedures o continual absenteeism o failure to satisfactorily perform assigned duties

GUEST IN DISTRESS

Guest in distress is identified by

Self - Identifies

Companion/other guest

Usher

Tier Leader*

House Manager

Action Alerts EMT (KCH/ZBOH)

Alerts Security ( KCH/ZBOH/CST)

Security KCH/ZBOH/CST (

C alls Rescue at the request of EMT KCH/ZBOH/CST) (

EMT* ( ) KCH/ZBOH

Evaluates guest wherever guest is located EMT evaluates if guest needs to be removed from theater chamber

Guest is physically carried by EMT, Security from theater chamber Communicate with Production via HM

Production

House Manager Alerts Production of Impending EMT action taking place.

Tier Leader* ( Follow Up) Assist spouse and/or companion Companion and/or spouse brought to House Manager to render further assistance ( Personal effects, parking issues Contacting family/friends)

*EMT & Tier Leader on site for ZBOH & KCH

Production

Request Brief Hold (Top/Intermission) Request House Lights to Half (Top/Intermission) House Manager alerts Production of possible minor disruption

House Manager

Action

WE DELIVER GREAT GUEST SERVICE

EMBRACE EXCELLENCE

The experience our Guests encounter when coming to The Adrienne Arsht Center determines our success & future impact in the community. It is our mission to make each Guest’s visit to the Center a memorable one:

We work in a theater & are very familiar with performers & performances in our surroundings

You are also ‘On stage’ & part of the performance, but your stage is wherever you happen to be in the public areas of the Center

Our Guests come to our Center to have a positive experience, to relax & be entertained, to experience cultural enrichment, be educated & to have a good time. We need to ensure that we enhance the Guest experience & exceed their expectations, so that we can secure Guest loyalty:

Wear a smile – if you are smiling, others will smile!

Make eye contact

Use a pleasant tone of voice, maintain a professional demeanor & be conscientious of your image at all times.

Treat our Guests as you would want to be treated

Treat each Guest as a unique & special individual

Always wear your name badge while on assignment. Address a Guest by name, if you know it

Ensure all public areas look clean, neat & orderly. Create a relaxed, yet sophisticated, environment for our Guests – a sense of elegance & occasion

Take your job seriously, but not yourself. By having fun, we help our Guests have fun!

CELEBRATE DIFFERENCES We encounter differences within our community, possibly more than any other area in Florida. We need to be cognizant of these differences & celebrate them for the treasures that they are:

A vast array of different ages

Ethnic differences

Cultural differences

Language differences

We have Guests with disabilities, such as – hearing, visual, mobility & cognitive. We must make each Guest feel equally welcome in our Center. Our Center can assist & accommodate all those who enter, helped by a team of dedicated, compassionate & accommodating Guest Services Staff:

Again, always smile – it is a universal language

Treat all Guests with respect & offer assistance to anyone who appears to need it

WHAT THE GUEST WILL REMEMBER A positive attitude from Ushers & staff

Promises we make

How we handle their issues, comments & what we do in response to their feedback

The small niceties, which for Arsht Center Ushers & staff is our usual Guest Service

EDUCATE and ENTERTAIN Speak knowledgeably to Guests. This means that each person in a Guest Services capacity will need to be educated about:

The history & development of the Adrienne Arsht Center

Current & upcoming performances; particularly age appropriateness of performances

Other areas within the Center, such as restaurant, bathrooms, water fountains, ATMs & seating areas

Special services offered by the Center

Parking options & the surrounding areas in our community

Local hotels, restaurants, parking options & directions to the theater If you do not know the answer to a specific question:

Offer to bring the Guest to a person who can respond to their question

Take responsibility - mention a time period in which you will follow up & fulfill your promise

DELIVER FIRST CLASS SERVICE By delivering first class service:

We can build a base of new Patrons & secure Guest loyalty It is equally as important to maintain Guest loyalty as it is to secure new Patrons

Delivering consistent & dependable customer service will promote Guest loyalty Word of mouth is a powerful tool to attract or deter patrons from any center

– be careful what you say! The importance of getting customer service right the first time cannot be overstated When interacting with Guests, be sure to:

As always, smile - put a smile in your voice

Be a good listener – speak clearly & slowly - build a rapport with your Guest. Enjoy people - be helpful & caring

Have gracious hospitality

Be proactive & enthusiastic at all times

Be patient - observe & respond to situations around you

Give honest & sincere appreciation - create happiness for others

Always exceed Guest expectations Smile & make eye contact then use phrases such as:

Good evening – Good afternoon – Good morning

When addressing a group, use Ladies & Gentlemen.

Welcome to The Arsht Center - Thank you for coming - Enjoy the performance

Hi, it’s a pleasure to see you - It’s nice to see you

How may I help you? - May I be of assistance?

Is there something I can do to assist you? - I’ll be happy to assist you

Let me show you the way

I apologize - I understand your frustration

I will be happy to share your comments with the Center

We look forward to seeing you again - We hope you enjoyed yourself

Thank you for being here - Have a good night – Goodbye

Things we should not say to our guests:

Hey - You guys - You gals - You folks

No - I don’t know - I don’t care - That’s not my problem - That’s not my job

You are not the only one who is (waiting, wet from the rain, etc.)

Next time leave home earlier - You’ll just have to wait - I can’t stop what I’m doing to help you

You should have known (it was loud, inappropriate for children, etc.) When a Guest has a problem:

If a Guest has a problem, we all have a problem - do not allow the problem to escalate

Get all of the facts - resolve problems quickly & with a smile

Take responsibility! As soon as you become involved with a problem, take ownership from start to resolution

Give an approximate time frame & make certain you have the correct information to get back to the Guest

Keep your promise. Follow up & maintain our expected level of Guest Service. Ask if you can do anything further for the Guest

Allow Guests to express their opinion regarding the performance, but never offer negative opinions of the show

Guest complaints should be viewed as opportunities for positive change. Always follow your answer by stating the benefit to the Guest

Keep in mind there are two types of complaints. The ones we can fix & the other are complaints we cannot fix, but must listen to our Guests’ complaints/observations i.e. the bathrooms are too small, I can’t see the stage from my seat

Use cushions such as: o I understand - I know that’s important o That’s a fair question - That’s a tough question o What can I do to make it better for you? o What can I do to help? o Not many people think to ask that question - That’s a valid concern

If you are unsure what the Guest wants to hear use questions such as: o What is your main concern - Explain that for me?

We only have one chance with each Guest with a problem. It’s up to us all to be certain that they come back because we have fulfilled our commitment to Guest Service

Listening Skills for Guest Service:

If possible, stop what you are doing. If the conversation is complaint driven, do your best to move to a spot where the guest can vent & call less attention to the issue at hand. Maintain eye contact & offer your name

Do not interrupt. Most Guests (hopefully) will be better after they have fully vented

Do they have a valid complaint? Even if they don’t, try to understand their perspective & perception of the problem & why they are dissatisfied

Guests are likely to become irate if they feel they are not being responded to

Be sympathetic. You may not agree, but try to understand their point of view

Ask for clarification to help to get to the root cause of the difficulty

Never blame another person, employee or department

Explain what you are prepared to do to resolve the problem after the Guest has calmed down and knows and understands how long it will take to resolve the problem

POLICIES WE FOLLOW

ADA POLICY – GENERAL GUIDELINES Use handicap to refer to a barrier created by people or the environment. Use

disability to indicate a functional limitation that interferes with a person’s mental, physical or sensory abilities

Become familiar with People First terms and language.

View the Guest as a person, not as a disability. Our Center treats all visitors with respect

Speak directly to the person who has a disability. If the person is with a companion, the conversation should be directed to the Guest

Be patient. Some Guests with disabilities may take a bit longer to express their need(s) or to do something (i.e. retrieving a credit card from a wallet)

Do not ask personal questions about the disability

Do not call the Guest by their first name. You would not assume that familiarity with the general population, a disability is not a license for familiarity

Ask, “Do you need assistance?” rather than assume the Guest needs help. Introduce yourself as a staff member & ask if you can be of service

Treat a person with a disability as a healthy person. If a guest has functional limitations it does not mean that they have accompanying health problems

Do not pet a service animal without asking permission. The animals are not pets; they must be alert & focused on their companions

GUESTS USING WHEELCHAIRS, CRUTCHES OR CANES

Speak directly to the Guest with the disability. If the person is with a companion, the conversation should be directed to the Guest

Ushers do not push wheelchairs. Only the EMT on duty is allowed to push a patron in a wheelchair

Do not lean or hang on a wheelchair. Sit or squat, so that you can be eye level with

the person with the wheelchair. If it is going to be a prolonged conversation, it would

be a good idea to get a chair so one can sit & have a direct conversation

Tier Leaders will inform Ushers of designated storage area for walkers, wheelchairs, etc. Ushers have the responsibility of storing such items before the performance, retrieving them for Guests at intermission (if needed) & after the performance is over

All wheelchairs & walkers must be kept outside of the House when not in use by the guest. Wheelchairs & walkers will have a tag placed on them with the name & seat location of the Guest

When giving disabled Guests directions, please be sure to give the most accessible & shortest route to access in our theaters

GUESTS WHO ARE BLIND/VISUALLY IMPARED

Introduce yourself & any other person who might be with you. Speak in your normal tone. When the conversation is concluded, let the Guest know that you are walking away

Address the Guest directly, so they are aware that you are speaking to them

Be aware that ancillary noise may be distracting for a person who relies so heavily on hearing

Do not pet a service animal without asking permission. The animals are not pets; they must be alert & focused on their companions. Walk on the side of the person that is away from the animal

Ask the Guest if they would like some assistance. If assistance is accepted, allow the person to take your arm, rather that you taking theirs

If guiding the Guest, speak in a normal voice & be certain to make the Guest aware of any steps, dips in the floor grade, narrow passages & where the floor texture might change from tile to carpet. Be specific, say to your left & to your right

To assist with seating, it would be helpful (with permission) to place the Guest’s hand on the arm or back of the seat to help ease themselves into the chair.

GUESTS WHO ARE DEAF

Get the Guest’s attention. Wave your hand to try to gain eye contact. If it is an emergency situation, it may be necessary to tap the Guest on the shoulder

Speak directly to the Guest, not the companion or interpreter

If the Guest has an interpreter with them, keep in mind that this person is the communicator between the deaf & hearing person. Do not ask the interpreter questions when they are communicating with the Guest

Speak clearly & at a normal pace. Do no shout or exaggerate lip movements. Keep sentences short & to the point

Be flexible with your statements. If the Guest has difficulty understanding what you are saying, try to rephrase your statement. If the difficulty persists, try writing your message down

Be patient. If you don’t understand what the Guest is saying, don’t pretend that you do or guess

Provide a clear view of your face and keep a light source on it. Do not cover your mouth with your hands when speaking, & always face the Guest in a group. This will help facilitate the Guest reading your lips

Use facial expression that matches your tone of voice, gestures and body movements to add to communication

GUESTS WITH SPEECH DIFFICULTIES Be patient. If you don’t understand what the Guest is saying, don’t guess or pretend

that you do. Do not correct or speak for the Guest. Allow time & give the help when needed. A Guest with speaking difficulties will be appreciative when you take extra time to understand what they are trying to convey

Repeat as much as you have understood, & be attentive to the Guest’s response

If possible, ask short questions that can be easily answered or responded to with a nod of the head

If the situation permits, give your complete attention to the Guest who has difficulty speaking

If communication is still difficult, ask the person to write it down, spell or rephrase the statement

GUESTS WITH COGNITIVE DISABILITIES Be patient & help make the Guest feel welcome & comfortable

Speak directly to the guest, not to the companion

Speak slowly & distinctly. Processing information may take a moment or two

Showing may be easier than telling

SPECIAL NOTES

Keep in mind we cannot anticipate a Guest’s needs. A Guest might have multiple disabilities, perhaps blind & in a wheelchair but not need any assistance. Our responsibility is to ask in a gentle manner if we can be of assistance. A Guest may have a hidden disability, such as diabetes, a heart condition or epilepsy; something that is not necessarily evident on the outside. Should the infirmity flair up while visiting the Center, we should offer any assistance possible.

Listen carefully when a Guest is trying to explain their needs. If a Guest is acting confused or disoriented it could be the result of a medical condition, i.e. low blood sugar with diabetes or another chronic condition

Be considerate of all Guests, but should inappropriate behavior continue, seek additional assistance from the House Manager

LANGUAGE TO USE

People with disabilities

Blind/Deaf

Accessible parking, accessible restrooms

Uses a wheelchair/mobility chair

Wheelchair/Walker user

LANGUAGE NOT TO USE

Handicapped & special needs

Handicapped parking, handicapped bathroom

Hearing/Visually Impaired

Wheelchair bound/confined to a wheelchair

ACCESSIBILITY: CONCERT HALL & ZIFF BALLET OPERA HOUSE The Knight Concert Hall & Ziff Ballet Opera Houses have accessible wheelchair

seating on each level. Each level also has swing arm seating that allows a Guest to transfer from a wheelchair into the seat. Swing arm seats are also an alternative to those Guests who use walkers, crutches or canes

Should a Guest opt to use swing arm seating, the ushers will assist in placing the wheelchair or walker outside of the theater, near the Guest to allow for easy access during intermission & when the performance is over. The Box Office will alert the House Manager when guests with disabilities will be in attendance & where they will be seated

The volunteer may assist in showing the Guest to their seat, but should not assist in the actual transfer

The Usher should be careful to return any apparatus to the rightful owner; care should be taken to avoid a mix up

Wheelchair/Accessible Ticketing Policy It is prohibited for anyone, other than those requiring the accessible features of a seat or that of a guest's companion to use accessible seating locations (unless the area has been released for general seating). Those purchasing wheelchair accessible seating may purchase one (1) wheelchair accessible seat and up to three (3) companion seats; any additional seats must be purchased in the regular seating areas. This policy ensures that we are able to accommodate all available and accessible wheelchair seats in our theaters.

Infrared Assistive Listening Devices These devices amplify and clarify sound for patrons who are hard of hearing. There is no charge for the use of the headset. All performance venues at the Center are equipped with Assistive Listening Devices (ALD) that are available from the House Manager.

American Sign Language Interpretation (ASL)

For a signed or captioned performance scheduled by the Center, a selection of seats where Guests can easily see both the screen and the interpreter will be held by the Box Office. The seats will be sold on a first come first served basis. A team of professionally certified ASL interpreters provide a sign language-interpreted performance, in addition to a pre-show overview and introduction. Offered at select performances.

Audio Description (AD)

The Center will have certain performances with audio description for the blind. A number of volunteers have been trained to provide this service. Guests who are blind or legally blind will be able to enjoy the performance even more while having key elements of the production explained to them. Through an assistive listening device (ALD), these trained audio describers provide a live, objective and succinct description of the action and visual elements of the performance, without interfering with dialogue. The performances being offered with audio description are announced on the web site.

Open Captioning (OC)

Spoken dialogue scrolls across a digital screen as the action occurs on stage. Offered at select performances.

Touch Tours (TT)

For our patrons who use the audio description service, a Touch Tour enhances the experience by being able to touch costumes and props before the performance. Offered at select performances.

OUTREACH

The Center is committed to providing our Guests with the utmost in Guest Service. We will endeavor to meet our Guests wherever & whenever to ensure equal access to our theaters and programs.

ACCESSIBILITY: CARNIVAL STUDIO THEATER Accommodations for wheelchairs will be in the front rows in front of the fixed seats on the risers. To ensure ample space for accommodation, the risers will be pushed back an additional 4 feet from the stage. Accessible seats will be available for each presentation.

PERSONAL CARE ASSISSTANTS The rule at the Center is that every person entering the theater must have a ticket. Should a Guest with a disability require assistance from their personal care assistant (PCA), & require their attendance during a performance, the Box Office will offer the companion seat to the PCA. There is no industry standard regarding a discount for PCA, but if price is a hardship, the Box Office may (may is the operative word) offer a discount on the companion seat

SERVICE ANIMALS

The Center allows service animals in any part of the building where Guests are permitted to go. The Box Office will do its best to seat the Guest & animal on an accessible aisle for the maximum comfort of the Guest & the animal

If a service animal interferes with a performance, or should become disruptive by barking, crying or overall restlessness, exhibit anti-social behavior such as snapping, biting or growling, the Center will reserve the right to ask the Guest to remove the animal, but allow the Guest to return to the theater if they wish

If a fellow Guest experiences an allergic reaction to a companion animal, they should be reseated in seats designated by the Box Office for problems. This move is done with the assistance of the House Manager

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EDUCATE YOURSELF!

GENERAL INFORMATION Opening: September 2006

Inaugural Gala: October 2006

Construction began October 2001

Largest public/private sector partnership ever undertaken by the County

Approximately 700,000 people, including 150,000 school children, will visit the Center annually

PERFORMING ARTS CENTER STRUCTURE PAC occupies 570,000 sq. ft.

5.8 acres donated by Knight Ridder & Sears, Roebuck & Co.

Buildings designed with no “backdoor” – approachable on all sides.

Two halls wrapped in granite & glass

Beige colored granite from six different countries located on the interior (from Spain, Brazil, Italy, India, USA & South Africa) & exterior (Italy and Brazil)

There are nearly 100,000 sq. ft. of exterior glass on the lobby walls of both the Sanford & Delores Ziff Ballet Opera House & the Knight Concert Hall

The glass can sustain hurricane winds

Miami Dade Art in Public Places commissioned five prominent visual artists to create artworks for the PAC: Jose Bedia (Cuba), Cundo Bermudez (Cuba), Gary Moore (U.S.A.), Anna Valentina Murch (U.S.A.), Robert Rahway Zakanitch (U.S.A.)

Miami Artist Jose Bedia designed the floor murals in terrazzo for the Lobbies of both Ziff Ballet Opera House & Knight Concert Hall

SANFORD & DOLORES ZIFF BALLET OPERA HOUSE

11,000 square foot Hall

It has two separate side stages that can be moved onto the main stage, making it

possible to stage two operas at once on alternating nights

2,454 seats

Opera, dance, Broadway style shows & other performances

Classic horseshoe shape with proscenium stage

Clear, generous sightlines

State of the art technical capabilities

Five levels of seating: Orchestra, First Tier, Second Tier, Third Tier, & Fourth Tier

Large gold-toned acoustic disk adorns the ceiling & emits thousands of points of

light throughout the Theatre

Houses BRAVA! Restaurant, The Café at Books and Books & other VIP spaces

The glass enclosed Lobby on the upper levels offers a spectacular views of the Port

of Miami & the Bay

The Hibiscus Curtain

o Influenced by the extravagant screen curtains of early 20th century movie

palace

o Designed by New York artist, Robert Rahway Zakanitch

o Featuring hibiscus flowers, palm fronds & other tropical plants native to

South Florida

KNIGHT CONCERT HALL 1,966 seats

Warm coral, umber & gold will combine with birds-eye maple wood

Classical concerts, recitals, jazz & other performances

Adjustable acoustic spiral shape canopy hangs like an inverted centerpiece above the stage

Adjustable acoustic panels around the walls on all levels are set for individual performances

World class acoustics

Seating available on four levels: Orchestra, First Tier, Second Tier, & Third Tier

The area behind the stage, known as Choral Risers, provides 128 additional seats CARNIVAL STUDIO THEATRE

Flexible space with non-fixed seating (up to 200 seats)

Theatre productions, intimate dance performances & other events

4,800 square-foot

Versatile sound, lighting & scenery systems

Artist Cundo Bermudez created a large-scale glass mosaic mural for the lobby – “Ways of Performing”

PEACOCK EDUCATION CENTER

Over 8,200 sq. ft. of space

It includes a workshop, classroom & large, flexible rehearsal/studio space for instructional programs

PLAZA OF THE ARTS

57,000 square foot spanning Biscayne Blvd.

Colorful terrazzo & tile surface

Can be used for outdoor programs, cultural festivities & other special events CARNIVAL ART DECO TOWER

Historical, architectural & symbolic significance - a link connecting the city’s future with its past

Built as the Sears, Roebuck & Co. Miami flagship store in 1929

Earliest known example of the Art Deco style in Miami-Dade County, predating the Art Deco buildings in Miami Beach by almost six years

Houses The Café at Books and Books. CARNIVAL BRIDGE & WALKWAY

Conects the Ziff Ballet Opera House & the Knight Concert Hall RENTAL & BROADCAST FACILITIES • Venues in which to hold a variety of business, civic & social functions

• Many available spaces for banquets, donor lounges, glass-enclosed lobbies/foyers

& green rooms

UPCOMING PROGRAMMING

Periodically check the Center’s web-page or the Marketing stations in the lobbies

for performances coming in the future, particularly age appropriateness of the

performance

Learn which performances are in the same genre, so you can talk to our Guests

about them

ADRIENNE ARSHT CENTER FARMERS MARKET - DOWNTOWN MIAMI

Keep it fresh Mondays! With the expert guidance of The Market Company, the

Adrienne Arsht Center Farmers Market features Florida-grown produce and prepared

foods at 1300 Biscayne Blvd. in downtown Miami. Purchase fresh food from stands

overflowing with local harvest – seasonal fruits, vegetables, meats, prepared food

and beverages – while enjoying periodic workshops with food writers and chefs, live

music and cooking demonstrations.

Hours of Operation: Every Monday, 4pm - 8:30pm

Parking: Free parking available in Lot C on Northeast 2nd Avenue (between Northeast 12th and 13th streets)

AACPA TOURS Free tours of the Center are available every Monday or Saturday (excluding holidays) at 12PM noon. No pre-registration is required. Tours are available in English and Spanish. Tours begin in ZBOH Lobby.

THEATER ETIQUETTE

Arrive early to enjoy the full theatre experience

Take your seat by curtain time to avoid missing any part of the performance

Please sit in the seat for which you are ticketed

Turn off your cell phones and electronic devices. Videotaping, photography and

texting during the performance is typically not permitted

Please be considerate. Whispering, talking or singing along is disturbing to others

Introduce children to theater by bringing them to age appropriate performances.

Please check with the Box Office for minimum age restrictions and show content

Give your gift of applause and show your appreciation for the performance by

remaining in the theater until the actors have taken their final bows

Enjoy your refreshments before curtain and during intermissions. Please ask

theater staff if food and beverage are permitted in the theater during the

performance

Your comfort and safety are our main concerns. Should you have any comments,

questions or concerns please reach out to our ushers

THE ADRIENNE ARSHT CENTER GUESTS PARKING LOTS MAP

THE ADRIENNE ARSHT CENTER VOLUNTEER PARKING LOTS MAP

TICKET CODES:

Pit Rows Pit A, B, C Orchestra Box Orch Box Orchestra Circle Orch Cir Orchestra Main Orch Center Orchestra Pit Cenetr Orch Pit Center First Tier Box 1T Box Second Tier Box 2T Box Second Tier Main 2T Main Third Tier Box 3T Box Third Tier Main 3T Main Fourth Tier Box 4T Box Fourth Tier Main 4T Main Choral Risers 1T Chor General Admission Gen Adm First Access Pass First Access

ZBOH SEATING: TOTAL CAPACITY: 2454

Orchestra 1044 Includes 68 Pit seats, Orchestra Circle 204 & 24 Box seats 1st Tier 98 2nd Tier 356 Includes 32 Box seats 3rd Tier 390 Includes 30 Box seats 4th Tier 566 Includes 32 Box seats

KCH SEATING: TOTAL CAPACITY: 1966

WITH CHORAL RISERS 2094 WITH C.R. & WAGONS 2166

Orchestra 993 Includes 95 Pit seats, Orchestra Circle 432 & 16 Box seats Box Tier 150 Choral Risers Fixed 128 Choral Wagons 72 2nd Tier 334 Includes 78 Box seats 3rd Tier 489 Includes 48 Box seats

THE ADRIENNE ARSHT CENTER - SITE MAP