GUEST RELATIONS HANDBOOK

INTRODUCTION

Welcome to The Fox Theatre family. Regardless of your position or title, you are now a crucial asset to our operation and a full-time member of the Fox Theatre Service Team.

It is important to understand that each guest you encounter has made a great commitment to attend an event at the Fox Theatre. We must make the same commitment to the service provided for each of our guests in order to maximize the ultimate Fox Experience. You must be committed in your desire and ability to “speak Fox” in order to deliver equal, quality, consistent care.

This handbook is a guideline, designed to serve everyone from new employees to seasoned veterans here at the fabulous Fox Theatre. Please review the information in this handbook and refer to it when you have questions about policies and standard operating procedures. We are all aware that things change from time to time and that each situation is dealt with on its own; however, this handbook’s objective is to create consistency within all of our practices.

“The Fox Experience”“The Fox Theatre is a transporting drama in and of itself. The bright lights of the marquee. The exotic Moorish touches. The palace courtyard conceit of the hall. By the time the lights go down and the stars come out, the audience is performance ready”.

“The Fox needs to maintain the tradition of giving the patron a sense of occasion. Here it’s more than just another event. It’s a full, great experience”.

Allan Vella, General Manager

A Note from Our General Manager:

The historic Fox Theatre is one of Atlanta’s premiere venues for live entertainment. The Fox’s 4,678 seat theatre is booked more than 300 performances a year ranging from Broadway to rock to comedy to movies. In December 2009, Billboard Magazine ranked the Fox Theatre in Atlanta as "The #1 non-residency venue worldwide for the decade (5,000 seats or less)."The Fox Theatre is located on Peachtree Street in the middle of the city. Not only is it on the National Historic Register, but it is one of the most beloved landmarks in the city because it is a real memory maker for the citizens of Atlanta. They may have come here to see their first performance or Broadway show; they had their first date here, and maybe even had their first kiss in the balcony. Our ballrooms are spectacular and have hosted everything from Sweet 16s to weddings and corporate events. We hold a special place in many people’s hearts, and we take that responsibility very seriously. We call it “The Fox Experience.” We hope you enjoy your experience here at the Fox!

Get Updated VersionAllan C. Vella

General Manager

Table of ContentsBRIEF HISTORYMISSION AND VISION STATEMENTSGENERAL INFORMATION

The BuildingThe AuditoriumThe BallroomsParkingMartaHotelsRestaurantsFox Facts

“SPEAKING FOX”WHO’S WHO AT THE FOXDELIVERING EXCEPTIONAL GUEST SERVICES

Exceeding ExpectationsMeeting ExpectationsTeam WorkIdentifying GuestsCommunicationGuests Wants and NeedsGuests with Disabilities

PRESERVING THE BUILDING & ITS IMAGEFacility CleanlinessTemporary Signage PoliciesSustainability-“Landmarks Legacy”Restoration PoliciesFurniture Collection Treatment Polices

EMPLOYEE APPEARNCE, PRESENTATION &BEHAVIORGENERAL POLICIESSAFETY AND EMERGENCY PREPAREDNESS

I.D. BadgesDoorsChain Of Command/Emergency Phone TreesEmergency LevelsSevere Storms Weather ProtocolsTerrorist ThreatsActive ShooterPower OutageDepartmental Disturbance/RiotEvacuation Procedures &ProtocolMSDS2-WAY RADIO GUIDELINESMAPS

BRIEF HISTORY OF THE FOX THEATRE

The Fox Theatre has reigned as the Grand Lady of Georgia since 1929. No trip to Atlanta is complete without visiting the most talked about landmark in the Southeast. As beautiful as she is, the Fox Theatre has not been without tribulation. Built in just 18 months, she was originally designed to become the Yaarab Temple Shrine Mosque, a 5,000-member Shriners headquarters. When the Fox’s grandeur outgrew the financial backing of the Shriners, they were forced to negotiate a deal with movie mogul William Fox, who at the time was building movie palaces across the country.

After scraping by during the turbulent ‘30s, the Fox prospered as one of Atlanta’s finest movie palaces until the late ‘60s. Then, with the birth of the movie mega-plex, the wellbeing of the Fox theatre was again threatened. In 1974, when it became known that the grand theatre was to be torn down, thousands of Atlantans and other supporters across the country joined together to “Save the Fox!” As a result of this endeavor, a formal nonprofit organization, Atlanta Landmarks, Inc., was created to navigate the financial negotiations and secure the backing necessary to save the historic building. Today, the Fox Theatre is thriving and hosts a variety of performances consisting of ballet, opera, symphony, Broadway, rock, pop, country, gospel, film, dance, and private events. The Fox has been voted the “Top Small Non-Resident Venue” for more than 15 years by Billboard Touring Awards.

MISSION STATEMENT

To preserve and share the Fox Theatre.

VISION STATEMENT

The Fox Theatre seeks to be a world class leader in arts and entertainment, preservation, arts education, and our guests’ experience.

GENERAL INFORMATION

The BuildingThe Fox is an opulent, grandiose monument radiating the heady excesses of the 1920s prior to the crash of 1929. The mosque-like structure features and Arabian Moorish design combined with and Egyptian influence, complete with minarets and onion domes. The building encompasses 250,000 square feet of space and has a seating capacity of 4,678.

The interior exudes grandeur beyond imagination. It is a masterpiece of illusionism decorated with false beams, balconies, and tents, and ornate grillwork that masks even air conditioning and heating ducts. Virtually every practical feature is disguised with artistic fantasy.

The detailing and furnishing are equally ornate. No space, no furniture, no hardware escapes the gilt, the tile, and the careful geometric design. From the Men’s and Ladies’ Lounges to the telephone booths and even broom closets, everything is emblazoned with intricate plaster, bronze, and painted detail.

The AuditoriumPatrons entering the auditorium at orchestra level are miraculously transported back in time to a vast Arabian courtyard. A sky full of drifting clouds and twinkling stars soar above. Crowning the mezzanine is the illusion of an enormous striped Bedouin canopy.

Illuminated by enormous antique-style lanterns, a magnificent, 80-foot proscenium bridge frames the 125-foot wide stage. The most beautiful of the original stage curtains depicts Moorish riders in hand-sewn sequins and rhinestones.

The Mighty Möller organ, endearingly called “Mighty Mo,” reigns as the second largest functioning theatre organ in America. Meticulously restored, “Mighty Mo” is considered to be priceless. The sounds of “Might Mo” envelop the theatre to set the stage for the audience prior to showings of the Coca-Cola Summer Film Festival, Delta International Series, and many other performances.

The BallroomsKnown throughout the Southeast as the premiere venue for musicals, plays, concerts, and ballets, the Fox theatre is also the finest location to host wedding receptions, trade shows, corporate meetings, and association functions. Guests entering the ballrooms step back in time to the opulent splendor of the Egyptian Pharaohs or the mystique of a Moorish palace. The Egyptian Ballroom and Grand Salon of the Fox Theatre are lavishly decorated with sweeping columns and ornamentation, creating the perfect setting for any event.PARKING

The Fox Theatre does NOT own or operate parking facilities; however, a number of pay parking lots surround The Fox Theatre. The cost of parking ranges from $5 to $20.

Please be aware that some of the parking lots do not provide an attendant at all times. You may wish to avoid parking in these lots as cars are subject to vandalism and damage when lots are unattended.

Please mention that parking may also be purchased online at what used to be (www.TicketMaster.com) for individual events at The Fox Theatre.

MARTARapid Rail to North Avenue Station (N3 on the north line) and walk 2 blocks east to the theatre. The station is also the transfer point for several bus routes. For fares, schedules, hours of operation, park-n-ride locations, and stations, refer customers to MARTA’s website at www.itsmarta.com.

HOTELSThe official hotel of The Fox Theatre is the Georgian Terrace located right across the street at 659 Peachtree Street NE Atlanta, GA. 30308/ 800-651-2316RESTAURANTS

MICKS AMERICAN $10-$20 P/PFrom the Box Office, go out to Peachtree and turn right. Mick’s is 2 blocks down on the left on the corner of Peachtree & Linden Rd. BARONDA ITALIAN $10-$20 p/pFrom the Box Office, go out to Peachtree and turn left. Baronda is on the corner of the next block. (3rd Street and Peachtree).FRESH 2 ORDER SALADS/SANDWICHES $7-$15 P/PFrom the Box Office, go out to Peachtree and turn left. The restaurant is in the Spire Building, 3 blocks down on your left. MARY MACK’S SOUTHERN $15-$20 p/pFrom the Box Office, go out to Peachtree and turn right. Cross the street and head north on Ponce de Leon. (The Georgian Terraces should be on your left as you head down Ponce). Mary Mack’s is 3 blocks down, on your left. SPAGHETTI FACTORY ITALIAN $10-$25 P/PFrom the Box Office, go out to Peachtree and turn right. Cross Ponce de Leon and then cross over Peachtree. Walk north on Ponce. (Georgian Terrace should be on your left). Restaurant is 3 blocks down, on you left.

Fox Facts to Remember It would cost more than $300 million to build the Fox Theatre today. The Fox Theatre can seat up to 4,674 patrons. Over 750,000 people visit the Fox Theatre every year. The discovery of King Tut’s tomb in 1922 launched a worldwide

fascination with all things Egyptian. The results are seen in the Egyptian décor of the Fox Theatre.

The beguiling auditorium sky is actually a vaulted ceiling, painted ultramarine blue. The 96 twinkling stars are 11-watt bulbs fixed above four-inch crystals that form actual constellations as they would be seen from the North African sky. The drifting clouds are produced by a special projector.

The Fox Theatre was one of the earliest air conditioned buildings in the country, even preceding the White House.

The Fox Theatre serves more than four and a half tons of popcorn each year.

The Fox Theatre has nearly 5,230 yards of the auditorium’s carpet, which combines the Fox symbol and the Shriners’ half-moon with a star symbol. Each inch of the new carpet is milled specifically to match the original historic pattern.

When the Mighty Mo was restored, almost 7 miles of stranded cable was connected from the console to a new junction board in the pit

“SPEAKING FOX”Within the Fox Theatre family, we have our own culture and vocabulary. Here is a primer of some of the terms and phrases that you will hear most often:

The Fox Theatre- the official name of this institution, to set it apart from other Fox Theatres in the country.

Colleague-members of the Fox family, employees, staff members, co-workers, teammates, partners, everyone who is working toward the goal of achieving the Fox’s mission: To Preserve and Share the Fox Theatre.

Guest- anyone who receives our hospitality, which is anyone who walks through our doors into our “home.” The most common examples are ticketholders, ushers, vendors, clients/ promoters.

Welcome to the Fox Theatre- a positive greeting to our guests that carries with it the feeling of our extending hospitality.

May I help the next guest?- a cordial statement from a colleague to a guest that indicates the colleague’s availability to take care of the guest’s request, to replace the more abrupt, “Next!”

My Pleasure- a positive response to our guests and colleagues, to replace the phrase “You’re Welcome.”

Enjoy the show!- an expression of good wishes to the guest

Thank you for coming!- a positive statement to our guests and colleagues that expresses our gratitude for their time and support and furthers the feeling of our extending hospitality

Have a nice day!- an expression of good wishes to the guest

You will also notice that “speaking Fox” is a criteria or benchmark that we use as part of the decision process for adopting new things. If something “speaks Fox,” it must reflect the image of the facility and organization and the pride that we take in that image. If something does not “speak Fox,”

then it should be replaced.

WHO’S WHO AT THE FOX

The following is a list of managers at The Fox Theatre. Employees should become familiar with these names and their respected titles:

*Allan Vella, General Manager*Adina Alford Erwin, Asst. General Manager*Shelly Kleppsattel, Booking and Contract Associate*Pat Prill, House Manager*Amy Smith, Production Manager*Jeffrey Quesenberry, Controller*Molly Fortune, Restoration Project Manager*Jennifer Farmer, Director, Food &Beverage*Jay Forrester, Director, Food &Beverage*Len Tucker, Director of Operations*Jamie Vosmeier, Director of Group Sales*Kristen Delaney, Director of Marketing and PR

Greta Duke, Asst. House ManagerHoward Shellkopf, Associate House ManagerKen Shook, Patron Services CoordinatorFranchezca Theissen, Assistant Patron Services CoordinatorRachel Bomeli, Assistant Box Office ManagerRebecca Graham, Assistant Production ManagerStephen Jones, Assistant Production ManagerTammy Folds, Fox Security ManagerJeanette Blawn, Assistant Director, Food & BeverageJuanita Anderson, Associate Manager, Food & BeverageHank Maddox, Associate Manager, Food &BeverageShirley Allen, Project Manager, HousekeepingMary Pitts, Night Supervisor, HousekeepingLarry Douglas Embury, Organist in Residence Joe Patten, “Phantom of the Fox”

(“*” denotes a member of senior management who may act as a “Manager on Duty” [MOD])

ACCOUNTING: JEFF QUESENBERRY

ROSE GRIFFIN

JANICE MARTINEZJACKIE LYMON

RICK ROBBINSELTON HOWZEDUSTY SLATER

ADMINISTRATIONALLAN VELLAADINA ALFORD ERWINSHELLY KLEPPSATTELLAURA WINTERS

BOX OFFICERACHEL BOMELI

JAMIE VOSMEIER

EVENTSGRETA DUKEPAT PRILLKEN SHOOK

FOOD &BEVERAGEJAY FORRESTERJUANITA ANDERSONJEANETTE BLAWNBILL HUTSONHANK MADDOX

FTICARMIE MCDONALDKIMBERLY HARBRECHT

GROUP SALESCAROLYN GANTCHADWICK MILLER

HOUSE-KEEPINGSHIRLY ALLENMARY PITTS

MAINTENANCE

BUDDY JOHNSONGREG STROZIERDEE MIDDLETONJEROME CARTERLEN TUCKER

OUTREACHSARAH DUBIGNONDIANE SALES

PRKRISTEN DELANEYDEBORAH GARNERRUSSELL SAUVEMAGGIE FULLER

PRODUCTIONAMY SMITHREBECCA GRAHAMSTEPHEN JONES

RESTORATIONJOLEN BAINMOLLY FORTUNEMICHELE SCHUFFSHANNON PRINGLEEDNA TILLANDERHAROLD TILLANDER

SALESJENNIFER FARMERNIKKI GRIFFINCINDY HUANGJIM LANEMICHELLE GILLETTE

SECURITYTAMMY FOLDSVANESSA MATHISNOAH MCCONVILLEALBERT PRESTONCARLTON HILLMARTIN ROGERS

DELIVERING EXCEPTIONAL GUEST SERVICETo our guests, we are the voice and face of the Fox Theatre. To this end, we also signify all that the Fox Theatre stands for, both the good and the bad. For this reason, it is important to consistently improve the quality of guest services offered at the Fox Theatre.

Exceeding ExpectationsIn addition to recognizing our guest’s expectations, this document will begin to answer the question of how to both meet and exceed these expectations. It is essentially a general guideline as ultimately the answer will be multifaceted. Some facets of the answer are going to be addressed by the Fox staff as a team, and some of those facets are going to be unique to each team member. It is going to take some imagination, creativity, a lot of patience, and good deal of dedication on the part of each and every staff member-but it can be done!

As mentioned before, every employee of the Fox Theatre should actively serve as a member of the Fox Theatre’s “service team” by approaching each event with enthusiasm, each challenge with grace, and each guest with care.

Further, patience is truly a virtue in regards to the repetitive nature of our jobs. While the Fox Theatre is blessed with a varied schedule, many aspects of our jobs, specifically within the Events Staff, is full of repetition: taking tickets, answering questions, stuffing playbills, etc. It takes dedication to continually and repeatedly make the decision to represent the Fox—“to speak Fox”-- to the best of one’s ability.

As service providers, let us produce the very best show of all, the one that is uniquely Fox, regardless of what the tickets say or where else the tour might have been. Let us each prepare for our roles and set our stages with our knowledge, routines and procedures. Let us light our marquee with our smiles. Let our service be our show; let us create the show that people come back to see time and time again.

“We are ladies and gentlemen, serving ladies and gentlemen.”

A well-known benchmark in the world of customer service, the Ritz-Carlton has much to teach about providing excellence in customer service. Notice how they

acknowledge that the staff is the foundation of the Ritz-Carlton experience:

At The Ritz-Carlton, our staff is the most important resource in our service commitment to our guests. Our motto states

that “We are Ladies and Gentlemen serving Ladies and Gentlemen,” and in doing so we create exceptional

memories for our guests and for each other. Warmth and genuine caring are the hallmarks of every Ritz-Carlton

employee. (www.corporate.ritzcarlton.com)

Here’s an organization that knows how to make customer service one of the stars of the show!

A lady or gentlemen treats everyone (self and others) with respect, warmth and genuine caring. In many ways, it is an extension or rephrasing of the Golden Rule: “Do unto others as you would have done to you”. Any way it is phrased, the point is that one chooses to treat others according to a set standard, not according to how it would seem that person deserves. So, the Ritz-Carlton employee (and hopefully the Fox Theatre employee) treats the guest as a lady or gentleman, despite the fact that the guest may be behaving in a less than ladylike or gentlemanly fashion (i.e., upset or late, or have the wrong ticket, etc.).

Meeting Expectations: Where do we start?An athlete needs to know the time to beat. An archer needs to know where the target is. We at the Fox Theatre need to know what our guests’ expectations are in order to meet and then exceed them. As an institution, the Fox sets the goal with its mission statement: “To Preserve and Share the Fox Theatre”.

With this statement, the Fox acknowledges its place in the hearts and minds of our guests. We at the Fox commit to keeping the memories alive now and for future generations of audiences to come.

Although the details will vary slightly in their particulars, generally, the guest wants the same basic things any of us want in a purchase:

Satisfaction- getting what you pay for. Who doesn’t want that? Here is an example to consider: think about the person who wants to go to a movie. That person

expects to see the movie for which he has a ticket. He gets what he expects. But, how much happier is he going to be when he also gets a pre-show concert and cartoon, for no extra charge? This is where we go from just satisfying the guest to increasing the value of the experience for him/ her.

Value- it has been said before, but it is true nonetheless: times are hard. People have a lot of choices for where to spend their entertainment dollar. The guest expects to feel like that dollar is well spent, so the experience is best when its value exceeds what the guest paid for the ticket. Here is one of the areas where creativity comes in: In what ways can you add value to the guests’ experience?

Quality- Along with value and satisfaction, our guests are seeking a quality experience. As Fox service members, we rarely have control over the show on stage, but we do have control over the service that we give our guests. Quality service has a lot of attributes, but among the most important are skill, professionalism, and courtesy.

Relationship- The concept of building relationships with our guests is very important. People are more likely to go to places and do business with organizations where the staff is friendly and takes an interest in them as a person, not just another face, ticket, or dollar.

Simplicity- People expect things to run smoothly, throughout the entire experience. If the frustration level is too high, they will stop buying the product or using the service. There are many aspects of our guests experience that are outside of our control (show content/ quality, traffic, parking, babysitters, etc.), so it is important that we do our best to keep the things we can control as smooth and simple as possible.

Listening is just about the best way to make our guests feel valued. Listening involves giving our guests our undivided attention, which then reduces the need for guesswork and the possibility of error. Admittedly, this can be a real challenge in a crowded environment like we frequently have in our public spaces.

If we are “listening” to our guests, we are paying attention to all forms of communication: words, tone, facial expressions,

and body language. Further, we are using our own body language to communicate that we are “receiving” the messages that they are sending. We increase our chances of making a connection and building a relationship when we make it clear that we are giving our full attention, and are happy to do so.

An integral part of making the guests feel valued is to show them how much we appreciate their business. This can be done with a sincere (not mechanical) “thank you” to any guest with whom we come into contact: “thank you for your time”, “thank you for coming to the Fox”, “thank you for working with us”, “thank you for giving us a chance to correct a problem”, etc.

It almost goes without saying that our guests want a pleasant experience when they come to the Fox. Whether they are a client here for a business meeting, or a patron here to see an event, their experience from the time they walk into the Theatre to the time they leave needs to be a memorable one; and not for the wrong reasons. As mentioned before, we are service providers, here to provide comfort, care, and incomparable entertainment within the safest of atmospheres.Reaching the Goal as a TeamSo, it has been established that there are a number of ways in which each and every one of us is able to better address the needs and wants of our guests. Each of us has that responsibility. The good news is that none of us is alone in this mission. We are all members of a service team that is here with the purpose of meeting, then exceeding the goal of pleasing all our guests.

What does it mean to be a member of a team? The Encarta Dictionary defines the word “team” like this: A number of people organized to function cooperatively as a group.

Therefore, a “real” team is an organized group of people who have common goals, support each other, and find success by working together. It is important for the success of the team that the roles of the members are fluid and dynamic and that the members are willing AND able to do different things at different times. The following tools can be used to ensure the each and every one of our guests receives the maximum satisfaction and respect they deserve.

Identifying Your GuestsGuests are not only those patrons of the Fox who have bought a ticket to see an event. Every interaction with a co-worker becomes guest service. Team members must give superior service and cooperate with each other, as well as with different departments, in order to serve the ultimate guest- our patrons. For this reason, there are two types of guests: Internal and External.

Internal Guests- Anyone within our organization. External Guests- Patrons, promoters, vendors, and

everyone who uses the services of the Fox Theatre.

CommunicationIn every point of contact with our guests, something is communicated. Unfortunately, it may not be the right thing. In order to be effective, body language, tone and words must match. Remember these are communicated in both face-to-face contact and over the phone.

Guests Wants and NeedsWhether dealing with an “internal” or “external” guest, it is important to know exactly what he/she wants and needs so that we can deliver! The following are the methods used to improve relations while interacting with guests by remembering to C.A.R.E. Be Credible and Consistent Be Attractive and Appealing Be Responsive and Reliable Be Empathetic

In addition to the 5 categories mentioned above, understanding these additional needs will insure “guest-oriented” service. The Need to feel Understood The Need to Feel Welcome The Need to Feel Important The Need to Feel Comfortable

Guests with DisabilitiesThe Fox Theatre offers all guests an accessible, safe environment for the enjoyment of varied entertainment events.

Accessible Restrooms:

There are four accessible restrooms located in the General Offices. These are for patron use before and during the intermission of an event—please do not use the accessible restrooms at these times. Further, employees are not to use these restrooms when attending a performance as a patron.

Assistance, Wheelchair:The Fox Theatre will provide a wheelchair at a patron’s request. House wheelchairs are located in the house left and right alcove and on the mezzanine near the elevator and accessible bar.

Members of the Events Staff should not lift a patron to or from a wheelchair or seat. The Floor Captain or his/her designee will bring the wheelchair back to the patron at intermission if desired and at the end of the performance.

Binoculars:Binoculars are sold at a cost of $8.00. They are generally available at the Fox merchandise kiosk. If the kiosk is not in use for a particular event, the house manager can make them available in another location, depending upon the requirements of the event.

Booster Seats:The Fox Theatre has a limited number of child booster seats available for patrons. The booster seats are typically stationed inside the curtains at each of the orchestra aisles, and smaller stacks are generally available at each of the mezzanine portals.

Service Animals:Leashed/harnessed canine companions, as well as other service animals, are to be allowed access to all public areas.

Concessions, Accessible :The concessions on the mezzanine level are fully accessible to wheelchairs. The passenger elevator on the main level allows access to them. In addition, an accessible coffee station and wine bar are located on the orchestra level.

Entrances and Exits, Wheelchair Accessible:The following entrances/exits are wheelchair accessible:The front door via the arcadeThe administrative hallway through Bay 9The house left exit closest to the stage door

Service Animals

There is also a ramp on house right that provides access to the back stage area. It is referred to as the Perlman Ramp.

Phonic Ear:The phonic ear enhances the sound of the performance through a headset. This service is provided to patrons at no cost; however, they must give name and a contact phone number in exchange for the units. The information will be destroyed upon return of the equipment

Phonic ear sets are available at the Fox Merchandise Kiosk (or at the Concierge Desk if the Kiosk is unavailable). This kiosk is staffed by a member of the Events Staff who may be assisted by a volunteer usher. The kiosk is staffed before and after the performance and during intermission.

Restroom Facilities, Accessible:The Spanish Room restrooms are accessible to wheelchair patrons. The restrooms in the administrative offices location are also accessible.

Hearing /Visually Impaired:In addition, a signed performance is offered during select performances. Seats are reserved in an appropriate area of the theatre to enable hearing impaired.

Seating, Accessible:There are several locations in the theatre which can accommodate wheelchair patrons, including the following:

The back rows of the center section on the orchestra level (for all performances)

The aisle seats of Row V in the center section on the orchestra level (for all performances where these seats are not in use for sound and light production)

The orchestra pit (for performances where the pit is available for seating)

The aisle seats of Row A on the extreme right and left section of the orchestra level (for performances where the pit is available for seating)

The remaining seats in the extreme right and left sections of row A

Along the outside aisles of both sides of the theatre on the orchestra level (for all performances) on Rows S,U,W and Y

Hearing Impaired Patrons

There are modified seats with removable armrests located along the center aisles for those wheelchair and mobility impaired patrons who prefer to transfer into an existing seat. These seats are located at S51 & 52, S101 & 114, and AA51 & 52.

Wheelchairs will be removed during the performance and located at the top of the aisle. Wheelchairs (and other mobility devices) must be tagged with the Row and Seat number of the person to whom it must be returned. The Floor Captain (or their designee) is responsible for bringing the wheelchair back to the patron at intermission and at the end of the performance. If the assigned person is not available at the appropriate times, the Floor Captain is responsible for returning the wheelchair.

Pricing Policies:Pricing policies for accessible seating are available upon request.

Telephone, Accessible:Accessible telephones are located in the Spanish Room, administrative hallway, and mezzanine restrooms.

TTY Phone:A TTY phone is available for hearing impaired patrons in the Events Staff Office and in the administrative hallway.

As one cooperating service team, Fox employees should always strive to exceed our guests’ expectations. Knowledgeable, courteous, and friendly people who consistently deliver quality service will outpace all competitors.

To this end the Fox Theatre has implemented programs that intend to broaden our staff’s knowledge of disabilities, both physical and mental. While physical impairments can appear open and obvious, mental impairments can be extremely difficult to recognize and must be handled with understanding and sensitivity.

Sensitivity Training:Three days out of the year, the Fox will hold “Sensitivity Training” within the theatre, hosted by an expert in the field of serving customers with disabilities. This training should prove beneficial in recognizing common myths and dispelling stereotypes about those with physical

and mental disabilities. Best practices and updated ADA information will be disseminated in order for our staff to take with them a knowledge that will ultimately maximize all of our guests’ Fox Experience. PRESERVING THE BUILDING AND ITS IMAGEIt is important to note that the Fox Theatre itself, as a building, greatly enhances the guest experience and may perhaps act as the single most important attraction. In order to properly “share the Theatre”, as our Mission states, we must all participate in the efforts it takes to maintain and preserve the building.

Facility CleanlinessFacility cleanliness leaves as much of an impression on guests as any other single factor in a total event experience. As members of our Service Team, every employee should take pride in keeping the Fox Theatre a clean and enjoyable place to visit. Each one of us is expected to take the time to pick up any trash you find at your workstation, or as you walk around the facility, and put it in the nearest trash receptacle or recycling bin. If an area is in need of further cleaning attention please contact Housekeeping for assistance.

Remember, cleanliness is everyone’s responsibility! Let’s work together and keep the Fox Theatre beautiful. Make it a place guests want to be; a place you want to be.

Temporary Signage PoliciesDue to the nature of the business, at any given time there can be numerous events going on inside the building that require temporary signage be displayed in order to disseminate information to employees and general public. In these cases, it’s important that we preserve the image of the building and ensure that it continues to “speak Fox” by following specific guidelines as to the exact paper type, size, and font for the signs. Uniformity of all temporary signage put up in the building will help to better serve our guests by presenting to them clear and familiar direction. In addition, these policies further emphasize our objective to create consistency within all of our practices.

Below are the requirements for any temporary signage that is to be displayed in the building: Paper Size and Type

o 8x11on either white or tan depending how light or dark the area is.

Font & Styleo For primary theatre communications, use house

industries Neutra Display Bold.o For secondary, subsequent communications use

Futura.

Sustainability-“Landmarks Legacy”The Fox Theatre seeks to be a world class leader in arts and entertainment, preservation, arts education, and our guests’ experience.

To reach this vision, we are committed to creating a sustainable, prosperous historic venue. We are dedicated to our role as stewards of the Theatre and the environment; our Landmark Legacy Sustainability Program is a critical aspect of this role.

In 2012 the Fox began phase one of this long term, multi-layered approach to creating a more sustainable venue beginning with our recycling program. The Fox administrative offices currently recycle all paper, plastics, glass, and aluminum in a single stream process. In each office you will find a blue bin to capture these recyclable materials in a single stream. Additionally, we also recycle batteries, eWaste (computers, print cartridges, etc.), and in July 2012, we will begin to recycle theatre show waste in the auditorium and back of house areas. We are excited about our new program and need you to help it succeed and grow!

RestorationAlthough periods of time and neglect left the Fox Theatre tired and worn, skilled artisans and dedicated volunteers put countless hours into returning the Fox to her original beauty. Today, the Fox Theatre boasts the only full-time, in-house Restoration Department and state-of-the-art archives in the country. The Department successfully balances the ongoing preservation activities of this National Historic Landmark while maintaining the ability to run a fully operational theatre. Each year the theatre spends over one million dollars to preserve the magic of the Fox.

To this end, staff should take any and all precautions to protect the building and its furnishings. Please keep the

following policies in mind (but remember this list is not exhaustive):

Painter’s tape is the only tape allowed for use on painted surfaces, and even that tape should be used with extreme care.

Throne chairs, benches, antique lamps, and other original pieces should only be moved by members of the Restoration Staff or Maintenance Department.

Guests should not be allowed to stand on any original chair or theater seat.

Lobby displays should not lean against walls or ceiling (because they may damage painted surfaces.)

Tables should not be dragged across the arcade floor or the wood surface of the Spanish Room floor.

The Fox Theatre Historic Furniture CollectionIn June 2006, The Restoration Department under the direction of the Special Collection Manager hired the firm Aaron Appraisals to conduct a thorough review of our entire furniture collection.

Through this process several steps were required including a detailed history of the furniture, the company who made the furniture and how it arrived at our location. This history piece is thick with amazing facts and stories. Also found in the report is the process by which Aaron Appraisals calculated the insurance value of the furniture collection.

Standard Operation Procedures for the everyday care and handling of this unique collection can be found in the final portion of this pamphlet. Important phone numbers are also listed for quick reference.

Findings and FactsThe Fox furniture collection is a testament to 20th century decorative art, Chicago furniture making, and the opulent movie theatre palaces of the 1920s. The furniture at the Fox is unique for many reasons, among them:

The collection represents the largest cache of original furniture that remains of ANY of the remaining Fox Theatres coast to coast.

The furniture was personally procured by Eva Leo Fox, wife of movie and theatre mogul William Fox.

The furniture was ordered through a leading Chicago retailer, Mandel Brothers, known for their interior design department and their experience with decorating theatres.

The Fox furniture was made to order by Ketcham & Rothschild, Inc., a well-known Chicago upholstery furniture wholesaler established in 1879.

Most of the Fox furniture was custom made with some furniture items supplemented by the Ketcham & Rothschild’s standard inventory available in 1929.

Ketcham & Rothschild as a furniture manufacturer was known in the furniture trade as Chicago’s oldest upholstered furniture company and produced a quality product sold by retailers around the country.

The company Ketcham & Rothschild has previously been veiled in secret to decorative arts historians, and until this appraisal, no published research has been available.

Ketcham & Rothschild maintained both a furniture factory and showroom at the furniture mart in Chicago, sharing quarters with the likes of renowned Thonet Furniture.

Ketcham & Rothschild was a family owned company that employed Chicago’s immigrant craftsman, skilled in carving, gilding, and upholstery, at a time in American history when Chicago was a center of furniture production.

The AppraisalThe object of the appraisal was to estimate the replacement cost of the listed items (objects) for use in establishing insurance coverage needed.

Definition for Replacement Cost Comparable: the cost necessary to replace the item being appraised with a COMPARABLE item of property of like kind, age, quality and utility; having similar wear and tear, decay or defects, and obsolescence as the items being appraised. Replacement cost comparable assumes that exact duplicates cannot be found for the property being appraised.

The values gathered are estimated by consultation with and/or use of several types of resources including specialist dealers, auction sales results, recognized price guides, actual sales by dealers, antique shows, galleries, and/or other observable data. In this case after consultation of several different appraisal methods which were found to be inappropriate, the market data approach to valuation was used. This approach compares the item being appraised with sales of similar sold items. The appraiser goes directly into the market place and compares data of like or similar type property in order to estimate the value of the subject property. After the appraiser

collects comparable sales data, whenever applicable these sales are analyzed for such differences such as: quality, rarity, subject matter or style, medium or materials, size, condition, period of execution, time of the sale, location of the sale, provenance, exhibitions, literature, unusual demand or fad. Based on these comparisons the appraiser makes adjustments and reconciles the available data thereby estimating the defined value for each item appraised.

Conclusions based on the Appraisal ProcessThe Atlanta Fox Theatre’s furniture collections stands as the last of its kind; custom made furniture by skilled immigrant craftsman, some hand or machine carved, gilded, hand decorated, some mass produced, however neither the skilled craftsmanship or the Chicago furniture industry or Mandel Brothers now exists.

In addition the lack of original furniture at other Fox Theatres, furniture made by Ketcham & Rothschild rarely comes to market having been discarded, unrecognized or simply passed off as earlier antiques. Add to these facts, the “celebrity” of William and Eva Fox, the Fox legacy and theatre history, the Fox furniture collection is a valuable asset for the nation’s cultural history. The market for the Fox Theatre items is both active and considerable, touching upon various segments of collectors and public sentiment.

In SummaryWe have a unique, one of a kind furniture collection in a good to fair condition. Imagine the value if it were in Excellent condition?! Based upon these findings:

1. in good faith we must step forward and appraise our other collections;

2. produce manuals that stand as SOPs for the care of these collections to ensure they survive for future generations, just as those of you at this table saved the building we now as the Fox;

3. we have a responsibility to utilize our collections to benefit the Preservation/ Conservation field

4. and finally we have a unique opportunity to show these collections, (without damage to the collections), to the general public through glossy material; as well as local or national exhibitions.

Based upon the supplied information, all departments at the Fox Theatre have a responsibility to take a firsthand approach to the care of our collections. After all, without them, why would our patrons come to see this Landmark? The following are standard operating procedures to be followed by all departments with regards to the Historic Furniture Collections.

Based upon these findings, the Furniture Collection is in Good to Fair condition based on a scale of Excellent, Good, Fair, Poor. Despite the on-going conservation efforts, we will never reclaim the excellent rating for our furniture. However, we can prevent it from entering the Poor category with proper handling, cleaning and usage.

The information in this booklet is not about restoring or repairing furniture; it is about caring for and preventing damage to them. Understanding and dealing with the causes of damage are well within the abilities of nearly all caretakers of valued furniture, whether a collections manager at a major museum or an individual safeguarding family heirlooms. The aim of the following information is to explain how to minimize the preventable damage to furniture. HOW YOU CAN PRESERVE THE FOX THEATRE FURNITURE COLLECTION:Important Telephone Numbers:Restoration Department Director: 404-881-2014

radio channel 1Special Collections Manager: 404-881-2093

radio channel 1Operations Director: 404-881-2062

radio channel 1Assistant General Manager 404-881-2116

radio channel 1General Manager: 404-881-2104AFTER HOURS: HOUSE MANAGER: 404-881-2119

Housekeeping When mopping floors, clean the floors by hand around the

furniture to avoid getting mop material caught in the wood finishes. Never touch the legs or feet of historic furniture with a mop or wet cloth.

Never apply any material (gum, etc.) to the surfaces or under-surfaces of the furnishings. Patrons and staff should be discouraged/prohibited from placing anything on the furniture in anyway (drinks, gum, food products).

When cleaning mirrors: any cleaning substance, i.e. Windex, etc., should be sprayed on the cloth and never directly on the glass. Over- spray will damage the wood surfaces.

Never use any cleaning products on the historic furniture. This means no ‘End Dust’, ‘Pledge’, ‘Windex’ (excepting to clean the mirror glass and spraying onto the cloth only not the glass), etc. Never use any “loaded” cloths (typically yellow or green) to clean any piece of historic furniture. The above brands and materials may contain silicone and/or oils; they attract dirt and dust, and are extremely difficult to remove without damaging underlying finish coatings.

DO NOT use feather dusters as they may break and scratch furniture surfaces. A plain cotton wiper or electrostatic wipe cloths should be carefully used instead, free of any cleaning product or water.

Moving furniture: ALL furniture moving (including in house photographer, movie/film

shoots) must be approved BEFORE moving by the Restoration Director or the Special Collections Manager. If furniture is moved without prior approval a monetary penalty could be issued if damage occurs.

Furniture MUST be moved with at least two people. Know where you are moving the furniture BEFORE you lift it. SEE notes inside relating specifically to type of furniture IF furniture must be moved and no one can be reached have

Maintenance move the furniture then keep trying to reach the Restoration Director, Special Collections Manager or Assistant General Manager.

Rental of furniture No furniture will be rented to any event or moved to

accommodate special seating for an event (use of Throne chairs for special seating).

If furniture is damaged during an event, the client understands they will forfeit their entire damage deposit to cover the specialized repair, shipping and depreciation of the piece.

Furniture Use, Care and CleaningCareless and uninformed treatment of furniture is the second major cause of preventable damage. Damage to furniture is telltale: it is either caused by poor construction (over which the caretaker has no control) or it is the result of improper use or care. You don't have to be a specialist or scholar to treat furniture properly, all it takes is a basic understanding of the nature of wooden objects and of what furniture is and is meant to do. Here are some common-sense pointers:

Protect surfaces from fire and excessive heat Sit only on structures designed for that purpose Be careful about what you place on a piece of furniture

Hot items, such as irons, coffee mugs, and steaming tureens can literally melt a finish away. Water from spills and condensation from vases and cold drink glasses can damage and deface coatings through "blooming," an effect that makes transparent coatings white or milky. Damage is even worse when the liquid itself stains the surface, such as when ink or coffee or tea is spilled, or if the coating is penetrated and the staining liquid enters the wood itself. Organic solvents, such as fingernail polish and remover, perfumes, and alcoholic drinks can behave as paint and varnish removers on many kinds of coatings. These problems are simple to address. Using coasters, oversized ashtrays, and writing pads can virtually eliminate the potential for damage.The guidelines for furniture maintenance are pretty simple. If the furniture is used wisely and handled carefully, it will need very little in the way of routine maintenance. But in cleaning and polishing furniture surfaces and hardware, and in re-upholstering, some well-intentioned caretakers introduce damage. In fact, a lot of what furniture conservators do is respond to destructive maintenance practices. For specific information on how to clean, move and handle different furniture, please refer to our Restoration department for further guidance and expert advice. EMPLOYEE APPEARANCE, PRESENTATION, AND BEHAVIORA clean and neat appearance will gain respect from the general public. Carry yourself with the dignity implied by your position. Whether you’re a part of the Events Staff or not, all Fox employees should dress professionally and appropriate for an office atmosphere.

While in uniform or representing the Fox Theatre, eating, drinking, smoking, or chewing gum is not acceptable unless on an approved break in the designated break areas. The use of a cellular phone, while in uniform or representing the Fox Theatre, is also prohibited unless otherwise permitted for emergency reasons.

Dress code for the ushers is as follows:Men- Fox Volunteer Badge White long-sleeved button-down dress shirt with collar (a

white cardigan sweater or blazer may be worn over the white shirt)

Solid black tie (regular long or bow tie) Black dress trousers (no jeans)

Black shoes (no sport shoes) Dark socks Working hand-held flashlight

Women-Fox Volunteer Badge Solid WHITE shirt/ blouse, button-down with a collar (a

solid white sweater or blazer is acceptable when worn over a white shirt). No turtlenecks or sleeveless blouses

Solid black skirt, knee length or longer or solid black dress pants (no jeans)

Tan, natural, or black hose (no white, patterned or textured hose)

Black shoes (no sport shoes or shoes with opened toes or heels) No heels.

Working hand-held flashlight

GENERAL THEATRE POLICIES

SMOKING POLICIESThe area designated for smoking is the “smoking porch” which is located on the south side of the building, through the lobby doors that lead to Ponce de Leon. The guest wishing to smoke should go through both sets of doors at this location. Smoking is only allowed once one is outside. There should be ropes and stanchion or barricades (depending upon the event) set up here to separate the ticketed guests from people passing on the sidewalk.

PROHIBITED ITEMS

The list of items prohibited varies slightly from show to show. In many cases, the items should be returned to the owner’s car. Sometimes, the items may be checked-in to the manager’s office. The checking of items usually occurs in the arcade. The concierge desk is equipped with claim checks. The owners of all checked items should be given a claim check.

If the event is one that will have a large number of checked items, the items will be checked at the concierge desk and returned to the owners in the Spanish Room.

Anyone claiming a checked item should be ready to leave the premises with the prohibited item.

FOOD AND BEVERAGE No outside food or beverages are allowed into the

building for consumption in the auditorium. If a guest is coming straight here from dinner and has

a “to-go” box, that box/ bag may be checked-in to the manager’s office to be claimed after the event.

If a guest has a food or drink item that is required for medical reasons, call a manager for assistance.

TICKETING AND SEATINGEveryone must have a ticket

Everyone, including infants, must have a ticket to enter through the front door.

Exceptions must be cleared through the House Manager or MOD.

In many cases, parents can buy a “lap ticket” for their child that allows the child to sit in the adult’s lap.

Staff personnel who are working with the show may not have a ticket, only a pass. In most cases, these pass-holders must enter through the Stage Door.

The Concierge may hold tickets Individuals who are dropping off tickets for that day’s

performance only may leave them with the Concierge. (For a more complete description of the duties of the Concierge, please refer to the Staff Duties section of this document.)

Exceptions should be cleared through the House Manager

The Concierge is not to hold tickets for groups of tickets dropped off by anyone not attending the show.

We are not to be responsible for ticket-broker tickets.

Standing Room Only Guests holding tickets that are marked “SRO”

(Standing Room Only) may stand behind the low walls at the rear of the auditorium, behind Row RR.

Late seating policies/ seating holds Vary from show to show. Specific directions regarding the event will be given by

the House Manager during the briefing before the event, or as soon as the information becomes available. In general, we strive to keep the seating of late-comers as quiet and non-disruptive as possible.

For most Broadway-type shows, there is a sign that should be posted in the arcade that informs guests that “Late seating is at the discretion of management. Late comers may be seated at the rear of the auditorium until intermission.”

Around the time for the “places” call for the event, the main front doors will be shut down as an entrance.

Door staff will move to the Spanish Room to allow entry from the arcade.

Two staff members will scan tickets at the door. Other door staff members (with assistance from Floor

Captains and the Events Staff member assigned to the Fox Merchandise Kiosk, as needed) will direct incoming guests to the appropriate seating area(s).

The appropriate seating area will be determined based on the requirements of the show and available seating areas. The House Manager makes the decision

regarding the designation of the area with input from the Floor Captains.

Moving guests from one seat to another When the event is sold as “assigned seating,” the guest

should sit in his or her assigned seat Exceptions should be cleared through the House Manger

and the Floor Captain for the area should be notified. Acceptable exceptions include the following situations: Broken/ damaged seat Sight-line difficulty Conflict with another guest Guest injury

Staff/ usher seating In most cases, staff members and ushers may sit down to

watch the performance while they are on break. Staff members and ushers should never sit in front of a

guest nor cross in front of a ticket holder to take a seat. Staff members and ushers should not take seats in the

ADA section, even if the area is completely empty of guests.

Staff members should not take a seat if the ushers are being required to stand (either still seating, or not enough available seats for all.)

Any exceptions must be cleared through the House Manager and the appropriate floor captains should be notified.

EJECTION POLICY Disruptive guests and/ or guest related problems should

be reported to security personnel and/or Event Staff immediately. Security Personnel and/or Event Staff should make every effort to avoid any physical confrontation with guests. Uncooperative guests showing disregard for the policies/ procedures of the Fox Theatre may be ejected from the venue, with the assistance of APD. The MOD must be notified of such action.

An ejected guest is no longer welcome at the Fox Theatre for that event and must surrender his/ her ticket. He/ she may not re-enter the building, even with a new valid admission ticket. Subsequent entry shall subject the guest to possible arrest for trespassing.

An incident report of all ejections must be completed and turned in to the Assistant General Manager prior to the close of an event

CELLULAR USE The cell phone/ texting policy (or other electronic

device such as hand-held video games) varies slightly from show to show.

In most cases we allow cell phone/ texting prior to and after the performance as well as during intermission.

We discourage cell phone use and texting during performances because the glowing screens and talking are distracting to other audience members.

Occasionally, the needs of a particular show/ event (such as TV tapings) require us to restrict/ collect/ confiscate cell phones. These occasions are rare, and the details for that particular event will be provided then. Events Staff members and ushers should not be texting or making personal phone calls while on duty. It is acceptable to have the cell phone on your person for use as a time piece, if necessary.

CAMERA USE The photography policy (which usually also pertains to

video and audio recording) varies somewhat from show to show. The guidelines are as follows:

Broadway-type shows, ballets, and operas generally do not allow flash photography inside the auditorium while the performance is in progress.

The flashes or glowing screens are distracting to other audience members.

Acting/ dance companies do not allow flashes because it could distract the performers and cause injury.

Concerts frequently allow personal cameras of the small, “point and shoot” variety. Usually, they do not allow cameras that have interchangeable lenses or that have video recording capability.

In most cases, photography is acceptable in the public areas (arcade, lobbies, restrooms, Spanish Room, etc.)

In most cases, photography is acceptable in the auditorium prior to a Fox Theatre movie series screening. (Movie premiere events may vary).

It is never acceptable to call or yell across the auditorium to tell a guest to not take photos.

If necessary, use the opportunity to educate the guest face to face, to use the “no camera” paddles, or to pass out some of the “no photo” information card.

LOST AND FOUND All lost items should be reported and turned-in to the

House Manager’s Office (or Events Office). The items are kept until claimed or 30 days.

When taking a lost item report, it is most helpful record the owner’s name, contact info, a description of the item, and a location of where the item was most likely left. (Seat locations are particularly helpful.)

SPECIAL REQUESTS AND MEET & GREETS Sometimes friends and family members of the performers

bring flowers, food or other gifts. Some shows allow the items to enter the theater to be left

at the edge of the stage; however, in most cases, the items should be checked-in at the Events Office.

The items may either be claimed by the owner after the show, or the House Manager may arrange for Stage Door security to collect the item to deliver to the artist backstage.

Helium balloons should not enter the auditorium because they are a distraction to other guests and a potential hazard if released. Balloons of this type should be checked-in to the Events Office.

Rarely, a show may obtain permission to sell helium balloons as part of their merchandise. This is the only time that helium balloons are permitted to enter the auditorium.

Ticketholders frequently ask where they may go to get autographs. The best place to send them is usually the sidewalk, outside of the stage door.

Some shows arrange for meet & greets for special guests. Participants usually gather in the alcove closest to the stage on house left. Stage door security will handle the details of the gathering.

Exceptions to this will be explained in the briefing prior to the event

USE OF PRIVILEGES As a member of the Fox Theatre staff, you are granted

certain privileges and benefits to exercise if you choose. When you make use of these benefits, you are expected to act with the decorum of a member of the Fox Theater staff, even though you may not at that time be on duty.

HOUSE SEATS/ COMP TICKETS As a privilege of being a staff member of the Fox Theatre,

employees are given the opportunity to obtain tickets for most performances beyond what the general public may obtain.

House seats are “top price” tickets that the staff member may purchase. There is an order form that must be completed and signed by the department manager. The order form may be submitted before the tickets go on-sale to the general public; with this option the staff member has access to the best ticket available without having to stand in line for purchase.

Complimentary (“Comp”) tickets may be requested by the staff member to obtain at no charge. There is a request form to be completed and signed by the department manager. These tickets are limited in number. The tickets are awarded based on factors that include availability of tickets for the date you selected, the order in which your request was received, and the number of other tickets you have received in the past. You are never guaranteed a “comp” ticket, and the comp tickets may not be distributed until a few days prior to the event.

MERCHANDISE DISCOUNTS As a member of the Fox Theatre staff, you are granted a

discount on purchases made from the Fox merchandise kiosk.

Many visiting merchandisers will grant Fox Theatre staff a discount; however, the guidelines to receive this discount vary between merchandisers. The House Manager will be given information on the details of any available discounts.

Never ask for a discount in front of ticketholders or ushers.

SAFETY & EMERGENCY PREPAREDNESSGuest safety is an important part of customer service; in fact, some may argue that there is no greater service we can do for the guest than to keep him/ her safe. Many of our procedures are in place simply to provide this service.

ID BADGES Staff should have their Fox ID on their person at all times

when in the building. When not in uniform (such as entering or exiting the

building), this badge should be visible. When in uniform, it is acceptable for the badge to be

tucked inside of your vest, but it should always be available if anyone should ask to see your ID.

DOORS For everyone’s safety, all doors must be locked or

monitored at all times Any unlocked door that may be pulled open from the

outside must have a staff person stationed to monitor ingress/ egress until the door can be re-secured

Fire code requires doors be unlocked when the public is in the area.

Fire codes require that all passage ways and exits be kept clear of obstruction.

*That means that we need to be vigilant of the following: People are not congregating in the aisles, alcoves or

doorways. There are no items left in the walkways (aisles) or lobbies

that might be a trip (or slip) hazard. Wheelchairs, walkers, strollers, etc. are safely positioned

in the areas designated for safe storage. (These areas include the rear of the auditorium and the ends of specific rows that have been approved by the Fire Marshal. This is further discussed in the ADA section of this manual.)

Staff should assist Housekeeping by reporting spills and by picking up dropped fliers/ playbills.

CHAIN OF COMMAND/ LINES OF COMMUNICATIONTo present the highest quality of service to our guests, the staff members responsible for making decisions and for answering guest questions/ concerns need to be as informed as possible; therefore…

Radio chatter should always be kept professional and to a minimum.

Situations concerning ushers should be communicated through the appropriate Floor Captain and the Patron Services Coordinator.

Situations concerning members of the Events Staff or guests should be reported to the House Manager.

The House Manager is the appropriate person to channel information between the Events Staff and members of other departments, including the Manager on Duty.

Events Staff should not usually contact the MOD directly. Exceptions include the following:

Situations in which the MOD has directly asked you to provide information or assistance

Emergency situations in which the MOD is the manager (or staff person with a radio) who is closest to the incident. (Emergency situations are discussed in more detail in other sections of this document).

PHONE TREE* Department Heads should contact their colleagues in

the case of emergencies

ALLAN VELLA(GENERAL MGR)404-358-6135

JEFF QUESENBERRY(CONTROLLER)

404-754-0367 (c)

Jackie LymonRick Robbins

Janice MartinezRose Griffin

KRIS DELANEY(MARKETING & PR)

DIR)404-353-9314 (c)

SUNSHINE TUCKER(BOX OFFICE MGR)404-797-1632 (c)

Rachel Bomeli404-693-5967

JAY FORRESTER(F&B DIR)

404-644-5104 (c)

Jeanette Blawn404-245-6270

Bill Hutson678-665-6607

Deborah GarnerMaggie FullerRussell Sauve

SHELLY KLEPPSATTEL (BOOKING & CONTRACTS)

404-245-6268 (c)

ADINA ALFORD ERWIN

(ASSISTANT GM)404-281-0091(c)

= GM to contact managers denoted in gold and blue

= ACS Mgr & ASST GM

= Managers to contact respective employees denoted in lilac

= Employees

ADINA ERWIN(ASSISTANT

GM)404-281-0091(c)

MOLLY FORTUNE(RESTORATION

DIRECTOR)404-202-4214 (c)

AMY SMITH(PROD. MGR)

404-593-2065 (c)

BRETT ZIMBRICK(ATL POLICE SECURITY)

404-558-1570 (c)

Michele SchuffShannon PringlePaint Shop Staff

Interns

Rebecca GrahamStephen Jones

Technical CrewTammy FoldsSecurity Staff

LEN TUCKER(OPS. DIR)

404-625-9827 (c)

Maintenance StaffHousekeeping Staff

PAT PRILL(HOUSE MGR)404-695-5220 (c)

Greta DukeKen ShookEvents Staff

= Asst GM to contact managers denoted in blue

= Managers to contact respective employees denoted in lilac

= Employees

SHELLY KLEPPSATTEL(ADMIN & COMM. SVC

MGR)404-245-6268 (c)

JENNIFER FARMER

(SALES & MKTG DIR)404-502-8645 (c)

JAMIE VOSMEIER(GROUP SALES DIR)

404-918-3267 (c)

LAURA WINTERS(ADMIN OFFICE MGR)

770-630-2983 (c)

Towinga Evans678-860-8924 (c)Lauren O’Keefe

678-787-6299 (c)DeAndrea Evans404-547-7145 (c)

Sarah DubignonCarolyn Gant

Chadwick Miller

Nikki GriffinCindy Huang

Michelle GilletteJim Lane

= ACS Mgr to contact managers denoted in blue

= Managers to contact respective employees denoted in lilac

= Employees

EMERGENCY/EVACUATION CHAIN OF COMMAND(In case of an Emergency, Evacuation or Shelter-In

Place Situation)

MANAGERON

DUTY

HOUSEKEEPING

FOOD & BEVERAGE

STAGE DOOR PERSONNEL EVENT STAFF

BALLROOM SITE

COORDINATOR BOX OFFICE RESTORATIONMARKETING &

PR

HOUSE MANAGER

PRODUCTION MANAGER

ASSISTANT PM

MAINTENANCE

LEAD APD & AFD

Crisis Radio Communications Protocol1 CEASE ALL RADIO TRAFFIC

2 Turn radios to channel 2

3 10-25: Rendezvous at Command Center

Sample Emergency EventsLevel 1: Staff/Guest Accident, small localized fire

Level 2: Multiple accidents, large localized fire, strike

Level 3: Major fire, bomb threat, severe weather

Emergency Levels

Level 1 Emergency. Staff/guest accident. Small localized fire. Localized Power failure

Level 1 Procedures. Generally handled by in-house personnel. Higher authority is notified as needed. Written reports are obtained (incident, accident, etc). Minimum support from local authorities

Level 2 Emergency. Large localized fire. Multiple accidents. Minor disturbance within The FOX THEATRE. Strike or demonstration

Level 2 Procedures. Notify higher authority of the problem and location.. Personnel are dispatched to the scene.. Situation is controlled by the Manager on Duty or designated representative.. Internal and agency reports are made.

Level 3 Emergency. Major fire or arson. Tornado/Earthquake. Riot or civil disturbance. Bomb evacuation. Blackout/power outage. Flood. Major transportation related accidents . Water supply cut-off. Terrorist activities

Level 3 Procedures. Incident under command of MOD and assisted by staff. Shift of command may be desired. Theatre/ballroom staff to assist support services

SEVERE STORMS:TORNADOS/EARTHQUAKES

Of all natural disasters that can affect The Fox Theatre, Tornados/Earthquakes occur suddenly, and may include widespread damage. It is during such a crisis that Fox personnel should present themselves with the proper demeanor and control.

Tornado WATCH Definition: Issued to alert the public that conditions are favorable for the development of tornadoes in and close to the watch area. These watches are issued with information concerning the watch area and the length of time they are in effect.

Tornado WARNING Definition: Issued by local NWS offices to warn the public that a tornado has been sighted by storm spotters, law enforcement or has been indicated by radar. These warnings are issued with information concerning where the tornado is presently located and which communities are in the anticipated path of the tornado.

GENERAL TORNADO SAFETYThe chances for survival are good if the public and staff remain calm. The following procedures should be implemented:

If Indoors - Stay indoors unless the order to evacuate has been given. Seek refuge under a desk or table or inside the auditorium or support areas of ballrooms away from windows. Stay away from glass windows, shelves and heavy equipment. Huddle against a solid interior wall with your arms covering your head. Adult bodies should shield infants and small children.

If Outdoors - Move quickly away from buildings, utility poles and other structures. Caution: Always avoid power or utility lines as they may be energized. If in an Automobile – The Fox Theatre personnel using the company vehicle should stop as quickly as safety permits, but stay in the vehicle for shelter. 1. Stay clear of windows, tall cabinets, overhanging objects

such as speakers, curtains or rigged items. Stay clear of areas with heavy false ceilings.

2. After the tornado has passed, evaluate the situation and if emergency help is necessary call MOD/Events Office at ext 2075/2047 or 911. Protect yourself at all times.

3. Encourage staff and guests not to run outdoors. They could be hit with falling objects or electrocuted by downed power lines.

4. Be prepared for additional unstable weather to follow.5. Always go to Channel #2 and standby for instructions.6. The evacuation procedure for tornados shall remain

consistent with fire evacuation procedures.7. In case of a tornado and there are guests entering the

THEATRE, staff should direct people into the lobby and Spanish Room in an orderly manner and attempt to move as many guests and employees as possible into safe areas of the theatre

8. Do not use elevators in case of tornados/earthquakes.

SEVERE WINTER PROTOCOLIf winter conditions are not threatening but there is still the presence of snow, ice, or sleet in the surrounding area, the following precautions should be taken in order to avoid occurrences such as slip-and-falls in and around the building:

Clear the areas of the sidewalks immediately in front of the entrances to the building of any ice, snow, or sleet build-up.

Ensure that no snow, ice, or sleet is dragged into the building by placing mats down inside the building at entrance point.

Keep an eye out for puddles or any wet areas that may result from wet shoes and immediately dry them once notified. Also use adequate signage or cones to warn people who may traffic through any wet area.

In the case of an extreme snow storm, or in situations where severe winter conditions hinder Fox Theatre employees from getting to the actual venue on event and non-event days, certain assigned employees must be present regardless in order to take calls, assist any patrons who may arrive, and inform fellow employees of any threatening changes the weather may take.

Those employees who are able to get to the theatre will have the responsibility of contacting their respected colleagues and inform them of the situation at hand. Refer to the Chain

of Command/Phone Call Tree under Section III of this manual for guidance on who to call in severe winter conditions.

Roles for Most Affected Departments I. Event Staff (that reside locally) 2 Floor Captains 4 Door Staff

Responsibilities should include: Coordinating with any Events Staff that’s unaffected by

travel conditions and able to get to the venue Coordinate with APD/EMT/Merchandise Vendor

The following positions must be covered: Door Floor Resolution Desk/Concierge

II. Box Office Department Point Person- Sunshine Tucker Promoter Contact –Sunshine Tucker or Rachel Bomeli Mandatory staff on site if possible: Sunshine Tucker,

Rachel Bomeli Any part-time staff that can safely travel will be asked to

come in.

Phones: Any part-time or management staff that is on site will

answer the box office phones and field questions regarding cancellations and our exchange policy. If more than one person is on site, we could also open the box office window to service any customers that do come to the theatre.

Ticketing Contact: Sunshine Tucker or Rachel Bomeli will contact the

ticketing company, phone center, and outlets regarding instructions to ticket buyers.

III. Food & Beverage Department Point Person- Jay Forrester Any F&B part-time staff that can safely arrive will be

asked to do so. Generally, about the same percentage of staff as patrons will arrive in rough weather. Staff will be appointed positions as they arrive.

IV. Private Events Point Person- Jim Lane or Cindy Huang

V. Production Any one of the three production managers must be

present. Amy lives closest. Amy Smith Rebecca Graham Stephen Jones

At least 6 crew members mandatory (including sound person)

Depending on show, a stagehand plan will be developed with on-site staff

Must have at least one maintenance person on hand Mode of communication-telephone

VI. Maintenance: Point person: Len Tucker Depending on the severity of the fore-cast, one or two

maintenance crew members must be on site. The primary mode of communication should be through

the telephone (either cell, or alternate land line). If land line is the method of communication the staff member should update the supervisor every two hours until the situation is handled.

Responsibilities should include: Equipment operation and monitoring of the building. Maintain sidewalks within reason and keep a clear path

from the street to the stage loading dock. Inspect cooling towers and roof.

VII. Housekeeping: Point person: Shirley Allen Two housekeeping staff members should be on site if they

can work safely. Primary mode of communication should be via telephone.

Staff members should stay in constant communication with security or maintenance.

Responsibilities should include: Manage any water that might accumulate throughout the

building from melted snow or ice

Routinely check on the bathroom’s tiled floors that are more susceptible to slippery conditions

Make proper use of caution signs and orange cones to warn all that enter the building of any wet areas

Rope off the Arcade down to a single lane with rain mat for safety of patrons.

Assist maintenance with spreading of ice melt as required. Assist with monitoring the conditions of the building.

VIII. Security: Point person – Tammy Folds. Mandatory staff - should be at least one person on site. Communication– cell phone or alternate land line.

Responsibilities should include: Assist with monitoring of sidewalks and entrances. Maintain building safety and security.   Maintain contact with security supervisor and coordinate

observations with maintenance and housekeeping.

TERRORIST THREATA terrorist threat is a general threat against a person(s) or property primarily motivated by a desired political effect or a specific outcome.

Prevention and Defense Identification of possible targets and places Development of an overall plan within The Fox Theatre to

deal with any or all such acts within reason A firm understanding with all staff members that heroics

may prove useless and may actually make the existing problem worse

Gathering of intelligence on probable aggressor’s identity and method of operation

Types of Terrorist Acts Bomb threat Actual acts of violence such as an actual bombing,

assassination or attempted assassination Kidnapping and taking of hostages Extortion

Possible Targets for Terrorists at the Fox Theatre The Building or Facility itself Artist and VIP’s, as well as guests who may be in the

target area Management or staff members who may be in the target

area Particular events that have a social or political meaning Any event that can serve as a stage to promote a terrorist

group’s views or activities Property belonging to a particular event

What to look for:External appearance Clothes unsuitable for the time of year (e.g. a coat in the

summer) Anything protruding in an unusual way under the person’s

clothing Suspicious behavior Nervousness, tension, profuse perspiration Walking slowly in a hesitant manner, glancing right and

left, or running in a mission driven” manner Repeated attempts to avoid police or security personnel;

avoiding eye contact Repeated nervous searching for something under one’s

clothing Nervous, hesitant mumbling Hands in pockets of trousers or outer clothing; and,

individual refuses to show hands/palms when told to do so

Suspicious equipment/vehicle Luggage or gym bag obviously weighing more than

normal Electrical wires, switches or electronic devices sticking out

of a bag or pocket A vehicle parked suspiciously for a prolonged time in a

central place or near a strategic site The vehicle’s rear sags noticeably (weighted down) Stolen or non-matching license plates If a terrorist attack occurs, the following procedures should then be implemented:

Notify the MOD MOD Call 911

The Fox Theatre policy dictates that staff members will not engage in heroics. Such behavior may expand the existing problem. Non-resistance may be the most desirable behavior.

Isolate the area by preventing others from entering the danger zone.

Personnel should not leave their posts until ordered to do so by management.

Wait for the arrival of the Atlanta City Police Deparment. Cooperate fully with the directions of the responding

Atlanta City Police Department. It is possible that the terrorist may first seize the Events

Office to cut off communications and use the area to dictate their terms. If this should happen, the command post will shift to another location.

Any staff members who are in an area where gunfire takes place should lie down and encourage all others in the area to do the same. Running away may cause you to become a target.

Security should remove guest and VIP’s, if possible, to a safe area or out of the facility. Staff members who are taken hostage by a terrorist should cooperate, as the situation may only be temporary.

In the case of an assassination or attempted assassination, personnel should give the perpetrators a wide berth as they begin trying to exit The Fox Theatre and take guests and staff members along as a shield. Once again, non-resistance may be the desired behavior.

Perpetrators who are allowed to leave The Fox Theatre with hostages will probably make their demands known by telephone call or letter to The Fox Theatre or through the media.

ACTIVE SHOOTERRemain calm. Call 911 immediately. Give detailed description of shooter and where in the building the shooting is happening.

Get as many people out of the area and in secure locations, preferably outside or areas that you can lock them in, i.e. dressing rooms, offices, etc….

If there is an event going on in the other theater, try to get over to it and secure them by locking them in and making everyone aware to stay put for their safety.

Try to be aware of what is happening and offer assistance to emergency personnel. You know the building better than they do so offer what you can.

Offer comfort to those who need it and contact a supervisor as soon as possible.

Note: You will be expected to recount every detail of what happened so when you get a chance, write down or record everything you remember.

**Be aware that media, family members and supporters will be arriving soon. Keep them out of the building as the theater will most likely need to be locked down for further investigation.

POWER OUTAGEElectrical outages can occur, at any time, and for any number of reasons. When the electricity fails, the emergency back-up generator is scheduled to provide emergency power. It takes less than 10 seconds to activate the emergency back-up generators. They will provide enough light to allow patrons to leave safely, in case an event is in progress.

Departmental ProceduresMOD: Ascertain the problem and possible impact in order to make decision regarding the continuation or cancellation of the event in progress.

Security: Stand by to make announcements based on the MOD’s decisions. Prepare to activate building evacuation if necessary. If the decision is made to evacuate the facility,

follow the emergency evacuation procedures outlined in this plan.

If the problem cannot be located and repaired within a reasonable length of time and the decision is made to cancel the event, the announcement to evacuate the facility will be made over the PA system along with the information regarding ticket refunds, rain checks, etc.

Operation/Maintenance: Notify the MOD and the Events Office of the cause of the

power outage. Continue to provide updates and progress reports to the

MOD and the Events Office. If external, contact Georgia Power at (1-888-891-0938) to

determine estimated length of the power outage. If internal, locate and initiate prompt repair. Additionally, the Director of Operations or Lead Engineer will be responsible for periodic testing of the back-up generator and the maintenance of test records, stored in the engine room.

Guest Services: Attempt to keep guests in their seats for their own safety.Operations/Box Office/Administration/Stagehands: Remain in your areas for further instructions.Food and Beverage: Secure all equipment (i.e. refrigerators, freezers, cash

registers, etc.) starting with cash registers in case of damage due to power surges. Await further instruction.

Power Outage Announcement Text:If the lights go out during an event, the production office, events office, and ballroom staff will make the following announcement to their respective areas:

“Ladies and Gentleman, for your own safety and the safety of those around you, please remain where you are. The

emergency back-up generators will continue to provide power. The main lights will be restored as soon as possible.”

Departmental Disturbance/Riot ProceduresMOD: Determine the extent of the disturbance through

information gathered and meetings with the appropriate police/fire authorities.

Security: Respond to the scene of the incident. Keep the MOD

informed of the activities. Move the crowd away from the scene. If possible, form a line around the scene to keep it isolated. If APD has been called to assist, keep aisles clear to allow them to reach the scene promptly. Once APD personnel arrive, assist them as directed. Stand by to activate other relevant emergency response procedures.

Guest Services: Move guests away from the scene. Encourage them to

return to their seats and assist them in heading in the right direction.

Operations/Maintenance: Stand by ready to assist MOD. Administration Staff: Should report to and/or remain in their offices until the

situation is under control or otherwise directed by a supervisor, security or the APD.

EMERGENCY EVACUATION PROCEDURES&PROTOCOLEvacuation in an orderly manner is a necessity in order to assure that people vacate a dangerous area as quickly as possible. FOX THEATRE employees not only have to care for themselves, but must see that guests are guided from the Theatre to safety. FOX THEATRE employees should be the last to evacuate the facility.

It is the responsibility of all The Fox Theatre employees to understand and make themselves familiar with the Evacuation/Response plan. To assist each employee with evacuation routes, please refer to the already distributed floor plans kept at each department.

Command CenterThe purpose of the command post is to establish a centralized location where the MOD along with representatives of the APD/AFD and the appropriate department supervisors can meet during crises. The command post should allow for an efficient communication and decision-making process.

Primary Command CenterThe primary command center location during events is designated as the Events Office located on the event level, adjacent to the main theater lobby.

Secondary Command CenterIf the Primary Command Center becomes disabled, damaged, or unsafe, the alternate locations in order of priority will be the following:

1. Bay 9 located on the Administrative Hall, at the Ponce de Leon Administrative exit.2. Assistant Production Manager’s office backstage, on Ponce de Leon near the stage door.

The following equipment will be needed at the Primary and Secondary Command Centers:

1. Telephones (must not require AC power for operation)2. Two-way radios3. The Fox Theatre Emergency Procedures Plan4. Maps/diagrams of facility and grounds5. Note pads and writing instruments6. Bullhorn7. Flashlights8. Extra batteries for radios, flashlights, and bullhorns9. First Aid Kit

Bullhorn Locations1. (Events Office)2. (Bay 9)3. Production Office - Backstage 5. Egyptian Ballroom - Backstage

Re-EntryThe purpose of re-entry into the theater is to allow guests or employees who have been evacuated to return to their seats or offices for either the resumption of the event or work day, following the elimination of the emergency situation which precipitated the evacuation.

In some instances, if the emergency situation which necessitated the Evacuation/Response no longer exists, or was precautionary in nature, patrons/employees will be allowed to return to their seats/offices and the event/work day will resume.

Prior to any re-entry, the theatre must be declared safe by the MOD and/or the representatives of the Fire/Police

Department. A thorough inspection of the facility must be made before any re-entry is allowed.

During events, all The Fox Theatre staff must be in position and at their posts, before the patrons are allowed re-entry.

Employee EvacuationThere are work areas in the FOX THEATRE such as administrative offices, ballrooms, Joe Pattons’ apartment, Food & Beverage, back stage, and the FOX THEATRE where employees work on a regular basis and are visited by vendors and/or contractors and patrons/guests. All employees should be familiar with the evacuation routes; for their respective areas. In addition to knowing the evacuation routes, department heads should ensure the following are in place:

Should an event occur which necessitates an evacuation; an immediate head count should be taken of everyone who successfully evacuated the theatre and is present outside. Those who may be absent from the head count must immediately be brought to the attention of the emergency response personnel at the scene.

The evacuation routes should be planned in advance. For those employees who are normally in a stationary work area, evacuation routes should be determined in advance, with a second or third route established in the event the quickest evacuation route is blocked or not accessible.

If possible, small offices or areas should evacuate together at the same time. A quick head count shall be made all persons should leave together helping those who may need help or may be physically challenged. Always be sure to check side rooms or restrooms for someone who may not be aware of the hazard, or that an evacuation is in progress. This should be done by either the department supervisor or assistant.

All evacuated persons shall gather at a predetermined place outside the building. The predetermined gather place shall be on the south side at the parking lot on Ponce de Leon and on the north side in the AT&T parking lot. A head count shall be taken and no one should leave this area until they have been accounted for and released by their supervisor.

DO NOT attempt to enter the building without permission. The MOD will notify employees when it is permissible to re-enter the building.

During non-eventsWhen the decision is made to evacuate the theatre, the following information will act as basic guidelines for directing employees to the nearest exit.

Upper Administrative Hall Level should exit via one of the following exits: . Accounting to Reception . Accounting to Street . Scissor Staircase Main Administrative Hall level should exit via one of the following exits:. Reception. Bay 9Food & Beverage Basement Level and Unassigned Level should exit via one of the following exits:. Locker Hall Door to the AT&T Parking Lot. Alley Way DoorHouse left basement should exit up the tunnel door to:. Smoking Porch Stage right basement and South Dressing Tower should exit through the tower stairs to:. Stage Door Stage left basement and North Dressing Tower should exit through the tower stairs to:. Pearlman RamOrchestra House Left use side doors . House Right use side doors Balconies House Left use side doors House Right use side doorsBallrooms exit out Grand Staircase . Scissor Staircase. Fire EscapeBallroom Kitchen . Out freight (elevator location) stairs

During Events

The MOD, in consultation with APD/AFD, decides that an evacuation is necessary, establish a command post and then communicate to the staff, through the use of two-way radios, the decision to evacuate. At this point all non-essential radio communications shall cease. Once the staff is notified, the public will be informed of the decision through the use of the Public Address system. Additionally, evacuation instructions shall be given over the PA system.

Routes When the decision is made to evacuate the theater, the following information will act as basic guidelines for directing patrons to the nearest and safest exit.

When directing guests in an evacuation, employees should keep in mind that there may be conditions (i.e. falling debris, blocked exits, etc.) that may prohibit them from following these guidelines. When this occurs, employees should use their best judgment in guiding guests to the nearest alternate safe exit.

Upper Balconies – Evacuation RoutesFor all events, guests seated in the upper concourse sections should be directed to the nearest and safest exit. If possible, direct guests to evacuate in the following manner:

Gallery & Second Dress: Exit right or left out the side exit doors (for fire). Loge & First Dress: Exit right or left out the side exit doors (for fire).

All Balcony areas: Exit down center portals areas when the call is given for interior movement

Orchestra LevelFor all events, guests seated in the orchestra should exit to the nearest and safest exit.

Shelter in Place AnnouncementDuring severe weather and tornado warnings, the following announcement will be made:“Ladies and Gentlemen, your attention please”

“Your attention please for an important announcement”

“A tornado warning has been issued for our area. For your safety and the safety of others please do not attempt to

open any interior doors until an ALL CLEAR signal has been given”.

“Thank you for your cooperation”.

Departmental Emergency Evacuation ProceduresThe following roles for employees are not meant to limit initiative, but to serve as a basic guideline. Knowledge of the facility and your work area is the key.

Security and Events Office: Direct the guests from the facility as quickly and efficiently as possible following the evacuation plans (see emergency evacuation plan diagrams). If any of the exit routes are blocked, you must re-route guests to the nearest alternate safe exit. Assist injured to the first aid area.

It is recommended that injured guests and guest with disabilities be directed to a location where they can be further assisted to safety by trained staff. Supervisors/Event Management: Communicate evacuation decision to personnel not within hearing range of public announcements. Assist security and guest services with crowd control; assist injured to first aid room. Make final sweep of theatre to assure that all guests and employees have exited; lock or close off areas as they are cleared.

Once the facility is clear of all non-essential personnel, supervisors should either lock or maintain watch at the exits to make sure unauthorized persons do not re-enter.

Operation/Maintenance: Report to events office or command center for evaluation of needs in areas of power, lighting, etc. Control other services such as gas, water, etc., for damage reduction and safety.

Check structure integrity, broken concrete, frayed or broken support cables, check emergency generators for proper operation and fueling, secure all unnecessary equipment if conditions warrant.

Monitor all piping and electrical systems, isolate and secure any sections that indicate damage. Check the elevators and escalators for operation and alignment. Make sure a set of building plans are available for reference by the Police and Fire Departments.

Box Office: Stop sales and close all windows. Secure money in safe, secure ticket stock, turn off computers and electrical equipment if it can be done without endangering staff.

Administration: If possible, secure computers so information will not be lost. Follow evacuation procedures as outlined in this document and report to assigned staging area.

Stagehand/Production: Secure any equipment with which you are currently working and report to the production office for instructions.

Sound Technician/PA announcer: Stay with sound system as long as it is working to inform guests. Announce the prepared evacuation statement as requested by the MOD. Everyone report to assigned staging area.

Food & Beverage: Secure cash and receipts. Secure products if it can be done quickly and without endangering staff. Everyone report to assigned staging area.

Housekeeping: Unplug equipment and assure it is not blocking exits. Secure harmful chemicals before leaving the area. Everyone report to your assigned staging area.

Ballroom staff: Assure that all exits area clear. If it can be done safely, power down lights and sound systems. Check restrooms, store rooms, and kitchen to assure that everyone is out. Everyone report to your assigned staging area.

General Evacuation Announcement Text:“Ladies and Gentlemen, attention please”

“Your attention please, for this important announcement”

“We ask that you follow these instructions in a calm and orderly fashion”

“Due to an emergency in the theatre, we are required to ask you to evacuate the building”

“Please follow the instructions of the Fox Staff Members in your section as they will guide you to the nearest exit”

“Thank you for your cooperation”What is MSDS?

MSDS, or Material Safety Data Sheet, is a sheet of information for workers and emergency personnel that contains the health hazards and proper procedures for handling or working with substances that could be harmful. A current MSDS sheet is required for each hazardous material on-site.

What is considered a hazardous material?Anything that has the potential to be harmful to people, animals, or the environment if incorrectly handled is considered a hazardous material. Hazardous materials can be anything ranging from the antifreeze in your car to dynamite.

Why is MSDS important?MSDS sheets contain important information about a material, such as its flammability, reactivity, environmental impact, etc. It also contains material pertaining to use, storage, handling, and emergency procedures. Educate yourself. You should be familiar with the hazards of a material, how to properly use and store it, and what to do in case of an emergency before you begin using it.

Who should know about MSDS?Everyone! Even if you do not have regular contact with a hazardous material, OSHA requires that you know where and what the MSDS is. If an emergency situation arises, each person should know how to access critical information about the material in question.

How do I read MSDS?This can be difficult, as there is no standard format. Generally, however, there are two sections that are most important: in Section 1 you will find the most important information: Name of chemical & synonyms, Name & contact information of manufacturer, and an emergency

telephone number. In Section 6 you will find the health & first aid information.

Where are the Fox’s MSDS books?The Fox Theatre’s MSDS books are located in the basement, outside the Housekeeping office.

How can I get a copy of the MSDS?Submit a written request to Shannon Pringle, and a copy will be furnished to you as soon as is practical – usually 2-3 days.

What if I have questions about MSDS?Please feel free to contact Len Tucker (x2062) or Shannon Pringle (x2038) with any questions you might have about MSDS.

TWO-WAY RADIO GUIDELINES(During Emergencies Operate on Channel 2)

During crises it is important to remain calm and to stop all non-essential radio communication. Do not shout into the radio as it will distort your voice and your message will not be understood.

If the fire alarm sounds, change your radio to channel #2and listen for instruction.

When transmitting a message via the two-way radio, hold the radio approximately 3 inches from your mouth. This will promote a clear transmission. Wait one second before talking.

Radios assigned to managers should be programmed to receive Emergency channel #4.

If you need security personnel to respond to your location, give your exact location and a brief explanation of your request so that the security personnel can prioritize their response. Note: under some circumstances i.e., bomb threat, simply request that security meet you at a designated location immediately.

Please remember that the two-way radios are different from phones so try to be brief with your message. The best thing to do is think about what you are going to say and to word a message in your mind before you go on the air.

If you have to change your channel to speak to someone in another frequency, don’t forget to go back to your own channel after you’re done.

Check to assure that another conversation is not in progress before you start talking.

When you first plug in an accessory to your radio, i.e. a hand mic or head set, always turn your radio off and then on so that the radio resets itself and recognizes the new accessory attachment.

It is the responsibility of all Fox Theatre employees to understand and make themselves familiar with the Evacuation/Response plan. To assist each employee with evacuation routes, please refer to the floor plans that are readily available for viewing at each department.

MAPS

Figure 1

Add other maps of departments?