Practices and procedures
Communication and Contact
Communication is essential to keeping the night running smoothly—and we’ve given you everything you need to do it well. Whether you’re calling off, running late, or need help during a shift, it’s your responsibility to use the tools provided and keep us in the loop.
Phones aren’t allowed in scenes or event staff positions, so if someone might need to reach you during your shift, make sure they have our contact info ahead of time. You’ll find it on the staff website and posted throughout the building as QR codes—easy to scan and save.
We only use two official communication methods.
Staff Email: staff@fearcolumbus.com
Staff Phone Number: (614) 233-1552.
Reach out through either, and we’ll respond Monday-Friday from 9am-6pm unless stated otherwise.
We’ve worked hard to set up clear, reliable communication tools—and it’s just as important to know when and how to use them.
All work-related matters should go through the staff email or phone number. The staff website homepage will always have updates about availability, changes, or anything else you need to know.
Please don’t reach out to seasonal leadership (Leads, Keepers, Creepers, etc.) with work-related concerns. They don’t influence scheduling, roles, or any core decisions, and it puts them in an awkward spot.
Trying to use personal connections or back channels to make requests always makes its way back to us, and it’s just not the vibe. Keeping things fair, respectful, and transparent helps the whole team.
We know you love this place, and we love that—but give us space to step away and recharge when needed. And if you message us about work on social media…well, we might just assume you’re volunteering to become the next prop.
Life happens—and we totally understand that. Whether you’re feeling under the weather, running late, or something unexpected comes up, the most important thing is that you communicate with us.
If you’re sick or have a last-minute emergency, let us know by 1pm if possible (or as soon as you know, if it’s later). If you’re just running behind but still planning to come in, send us a quick text or call so we’re not scrambling to reassign your role. It’s never a problem if we know you’re still coming—we just need the heads up.
No call/no shows are taken seriously and may result in termination. We rely heavily on planning ahead, and not showing up without telling us creates a ripple effect that impacts your team, the show, and the experience for guests. We’re open to conversation—just don’t leave us in the dark.
All communication needs to come through the staff email or phone number listed on the website. As long as you keep us in the loop, we’ll always work with you.
If you’re having an issue with another staff member, please report it directly to a Lead, Creeper, Keeper, or Core Team member—or send us an email if that feels more comfortable.
We take all reports seriously and will always do our best to resolve them. That said, we’re a business and must follow procedures that ensure fairness. This means we need clear evidence (like screenshots, saved messages, or specific times/locations) to take formal action. That doesn’t mean we don’t believe you—it just means we can’t act on word alone.
Once a report is made, we’re required to investigate both sides. We won’t “out” you, but we do need a full understanding to respond appropriately. Our goal is to handle concerns respectfully and fairly.
Please bring your concerns to us directly—not through gossip. Confiding in a friend is one thing, but spreading unverified claims can do harm. If serious rumors circulate without proof, those affected may take their own action.
Finally, while we’ll always do everything we can, there are limits to what we can address internally. If you pursue legal action, we fully support your right to do so—and any outcomes may help us take further steps on our end.
We’re here to create a safe, respectful space—and we can only do that if concerns are brought to us directly and responsibly.
From the time you arrive until the nightly meeting, your Leads, Keepers, and Creepers are your go-to team for questions, concerns, or support. The Core Team will be busy preparing the building and show for opening, so we won’t be available to stop and chat during this window. It’s never personal—we’re just juggling a lot behind the scenes! If something urgent comes up, your leadership team will loop us in when needed.
Each night before opening, we’ll host a staff meeting where you’ll hear important updates and have the opportunity to ask the Core Team any questions. After that, we head back into our final prep phase. From that point on, please return to relying on your Leads, Creepers, and Keepers—they’ve got you covered.
Once the show is about to open, please keep the walkies clear. Unless it’s an emergency that directly impacts the show, hold all non-urgent requests until about 15–30 minutes after we’ve opened the doors. We’ll let you know when the Core Team is available again!
Even when the Core Team isn’t immediately available, we’ve made sure you’re never without support. Your Leads, Keepers, and Creepers are trained, capable, and here to help. We know every issue matters, but with so many moving parts, we have to prioritize in real-time to keep the show running smoothly. Communicating through the right channels helps us stay organized, respond effectively, and meet everyone’s needs as best we can. All of these systems are here to support you—and keep us all functioning together as one big team!
Scheduling and Positions
We use Sithon to build the schedule based on availability and staffing needs. Operational dates are always posted on the staff website, emailed out, and visible in Sithon.
Everyone is marked as available unless a call-off request is submitted (see next section for details). We aim to finalize schedules at least two weeks in advance.
If a date appears on your schedule—even without a position—you’re working and will be assigned before your shift. If a date doesn’t show up, that means you’re off. Want to be on standby? Let us know and we’ll add you to the alternates list in case we need extra hands.
We know this is a seasonal gig, and we fully understand that real-life commitments like school, full-time jobs, and other responsibilities will sometimes take priority. We’re proud to foster an environment that allows flexibility wherever we can—but with that said, we do have to strike a balance when it comes to scheduling and overall staffing needs.
If your availability is limited to just a few days throughout the season, you may be temporarily taken off the schedule until your availability opens up. This doesn’t mean you’re being let go or that we don’t want you here. It just means that in order to keep the show running smoothly, we need to prioritize the people who can help us consistently cover the schedule. When availability is limited, we may need to bring in additional staff to help fill those gaps—and if those positions get filled, there may not be room to schedule everyone, even if they’re still part of the team.
This is not about excluding anyone or making anyone feel replaceable. It’s simply the reality of how we maintain the integrity and flow of a live event with lots of moving parts. Just as we do our best to accommodate and support your outside commitments, we appreciate the same understanding in return when decisions are made in the interest of keeping the business running smoothly.
The time listed in Sithon reflects our operational hours—not your specific call time. Department call times vary, so be sure to check the current event page (linked from the homepage) for your assigned arrival time. These call times will stay consistent throughout the season and most off-season events, so make note of yours before your first shift.
Since this is a live show, shifts are not split or shortened. Once you arrive, you’re expected to stay until your role is finished—typically after the last guest passes through your area. Leaving early or arriving significantly late is only allowed in cases of illness, injury, or emergency.
If you know about a conflict in advance—such as travel, school, work, or special events—you must submit a call-off request form. We do not accept call-offs through text, email, or verbal communication. The form should be submitted at least two weeks in advance when possible. If it’s less than two weeks away, submit it as soon as you become aware of the conflict.
While most requests can be approved, certain high-demand dates require a full team. On those nights, call-offs will only be granted for special circumstances.
For same-day call-offs due to illness or emergencies, please notify us no later than 1 pm by call, text, or email—no form required. If something comes up after 1 pm, let us know as soon as you can. However, if you wake up sick and wait until the last minute to call off, that will result in a write-up.
With a team of 150+, we need as much notice as possible to adjust and plan. The earlier we know, the smoother things run. Failing to follow this process may result in disciplinary action.
Whether you’re Event Staff or Performance, your role is a key part of the show—and your placement is never random. We plan every position and scene with intention to ensure the night flows smoothly, the energy stays high, and guests have the best possible experience from start to finish.
For Event Staff, that might mean greeting guests, scanning tickets, managing lines, running merchandise, or guiding groups into the attractions. For Performers, every scene is built with your character in mind—from costume and makeup to dialogue and movement—to create a story that fully immerses our guests.
We plan placements in advance to create consistency and set everyone up for success, but because this is a live show run by real humans, things don’t always go exactly according to plan. If someone calls off, leaves early, or if a position needs urgent coverage, we may need to shift roles—even after opening.
Leads, Keepers, and Creepers will always handle the logistics, whether that’s helping you swap costumes or briefing you on a new task. All we ask is that you approach these changes with a positive attitude and a little flexibility. We promise any adjustments we make are based on what the night needs—not because we don’t value you or your preferences.
We’ll always do our best to get you back into your favorite spot as soon as possible. In the meantime, your ability to roll with it makes a huge difference. A good attitude helps your teammates, strengthens the show, and makes the night more enjoyable for everyone—including you.
We love when you’re excited about certain roles or scenes—that passion makes the show better for everyone! If there’s a spot you’re hoping to work (or avoid), you’ll find request forms right on the homepage of the staff website. This form is the only way to make a request. No texts, emails, or in-person asks, please—we simply can’t keep track otherwise. If it’s not on the form, it won’t be considered.
Forms must be submitted at least one week before your shift so we can factor them into the schedule. While we do our best to honor requests, they’re not guaranteed. We have to prioritize the integrity and flow of the show, and sometimes that means adjusting plans to make the night run smoothly.
If we end up needing to shift you from your requested spot, we promise it’s never random or personal. It just means we’re balancing a lot behind the scenes. Your patience and flexibility in those moments go a long way—and we really do take notice when assigning roles in the future.
At the end of the day, we’re all working together to build something unforgettable. Clear communication, a little flexibility, and a good attitude make the whole experience better for everyone—guests and teammates alike.
Performance Positions
Your Performance Lead is the person in charge of everything related to performance. While they have an amazing team supporting them, they’re the one leading the shows. On operational nights, the Performance Lead arrives early to complete the placement board in the staff lounge and prep before the performance team arrives. When not helping in the costume room, they’re handling last-minute changes, assisting with training, and making sure the entire team is set up for success.
Once the show begins, the Performance Lead is constantly making rounds through all three attractions—checking on actors, troubleshooting issues, and sometimes jumping into scenes themselves. While they have free roam of both the attractions and queue line, their main focus is ensuring the performance team has everything they need to thrive. They’re also watching over the crowd, spotting potential problems, and managing real-time solutions. On any given night, they’re balancing the needs of over 70 actors and keeping an eye on hundreds of guests.
Fortunately, they don’t do it alone. Learn more about the team that supports them—our House Creepers—in the next section.
Want to get to know your Performance Lead, Daeshawn? Check out the “Meet the Team” section on the staff website homepage!
Our House Creepers are the team of Zone Leads who work directly under the Performance Lead. Think of them as spooky “housekeepers” (get it?)—responsible for overseeing smaller sections within the attractions.
Each attraction is divided into two zones, with two Creepers assigned per zone, making a team of 12 total. While that might sound like a lot, they’ve got their hands full! Creepers constantly make rounds through their zones—checking on actors, ensuring everyone has what they need, and helping keep things running smoothly, especially on busy nights. Like the Performance Lead, they also monitor guests and help maintain the overall flow of the experience.
Creepers aren’t just supervisors—they’re performers too. They’re trained to jump into any scene on short notice, whether it’s to give someone a break or cover an absence for the entire night. These roles require versatility, strong acting skills, and the ability to adapt quickly.
Beyond performance, Creepers also play a key role in mentorship and support. They’re approachable, trustworthy, patient, and excellent communicators. Whether they’re coaching actors, fine-tuning a scene, or solving issues on the fly, Creepers wear many hats—and they wear them with style.
While this role is not available to request, an application will be sent out if openings become available.
Most of our acting roles use speaker scares, and for good reason—they deliver consistent, high-impact scares for our guests while saving your voice and energy. With just the push of a button, you trigger a scream, a sound cue, or even a full lighting and audio sequence tailored to your scene and character.
These scares are carefully designed to make your performance as effective—and effortless—as possible. Some feature simple dialogue you can mouth along to, while others are paired with unique lighting effects that put you right in the spotlight. No need to memorize lines or shout over the sound system—just press and perform.
Our Performance Lead and Zone Leads will work with you each night to help you get the most out of your speaker scare. These tools are designed to make you the star of your scene and get the biggest reaction with minimal effort—so you can focus on having fun and delivering an unforgettable performance.
A small number of scenes in the haunt don’t use speaker scares—these are our roaming scenes. While they don’t involve a button or a scripted scare, we include them to break things up and keep guests on their toes.
Roaming scenes don’t require more or less skill than speaker scares, but they do require confidence, presence, and awareness. These roles typically don’t include dialogue or hiding spots—you’re on display the entire night. You’ll need to stay active, maintain spatial awareness, and balance keeping your distance from guests while still getting close enough to make an impact.
Guests often try to interact more in these roles, so you’ll need to stay in character while encouraging them to move along—engaging just enough, but not too much. These roles aren’t about quick jump scares; they’re about sustained energy, big movements, and filling the space with your performance.
Icon characters appear both inside the attractions and in the queue line (more on that in the next session). Within the attractions, they’re considered priority roles that must always be staffed. Some represent key characters we use in marketing materials, while others are iconic staples built specifically into the design of their scenes.
These characters often use speaker scares, but with a specialized act tailored to their unique role. They’re among our most consistent and recognizable performers, with little to no wiggle room on masks and costumes.
Queue Line performers are among the most unique roles at the haunt. Rather than working inside the attractions, they entertain guests outside as they wait to enter. Each attraction has two icon characters assigned to it, portrayed exclusively by these performers. These are the same characters featured in our marketing so their costumes, makeup, masks, and details must be exact replicas of what guests expect to see. They’re part of the charm that draws people in.
Unlike other roles, Queue Line performers are the only actors with dialogue. While not necessarily “better” performers, they do need a specialized skill set. These actors often perform for crowds of a thousand or more, juggling character portrayal with quick-witted banter and guest interaction. They’re out in all kinds of weather—heat, cold, rain, even snow—and they do it all without a place to hide.
Though they get to take photos, dance, and entertain up close, Queue Line performers must also follow some of the strictest guidelines. They serve as both entertainers and crowd monitors, helping spot guests who may be impaired or cause issues inside the attractions.
Because of the level of experience and responsibility required, this is one of the few roles—along with Leads and Creepers—that is not available to request. These performers have earned their spots through years of experience and have proven they know how to handle anything thrown their way.
Event staff Positions
If there’s a specific position you’d love to work—or one you’d prefer to avoid—we offer request forms that can be filled out right from the homepage of the staff website. To keep everything organized and ensure your request is seen during scheduling, we only accept requests through these forms—not via text, email, or in person. Forms must be submitted at least one week in advance.
While we’ll always do our best to honor your preferences, please remember that requests are not guaranteed. Every night requires careful planning to ensure the show runs smoothly, and certain priority roles must be filled first. Sometimes, unexpected changes in staffing or multiple people requesting the same position may lead to adjustments.
If we’re unable to place you in your requested role right away or need to move you at the last minute, we truly appreciate your understanding and flexibility. We know it can be disappointing, but staying positive helps us more than you know—and it absolutely makes a difference when we’re assigning roles in the future.
There are a lot of moving parts behind the scenes, and we’re constantly juggling pieces to make sure the show runs seamlessly. The more we support each other, the better experience we create for everyone—staff and guests alike!
New for the 2025 season, Crypt Keepers are zone leaders for the Event Staff—similar to how House Creepers support the performance team. As our events and staff continue to grow, this new role ensures we can maintain the same high level of flow, support, and communication across every area.
While the Event Lead oversees the full team, Crypt Keepers are responsible for managing specific zones. They’ll check in on staff throughout the night, ensure everyone is in uniform and has what they need, assist with guest interactions, and help keep the zone running smoothly. They’ll also cover breaks, fill in positions when needed, and make sure all closing tasks in their zones are completed.
Keepers are trained in every event staff role, and while they’ll have a home zone, they’ll remain flexible to support wherever needed. They also help train new staff, escalate issues to the Event Lead, and ensure guest flow remains smooth and controlled.
In short, Crypt Keepers are the bridge between leadership and the team—keeping communication clear, staff supported, and the experience seamless for both team members and guests.
The Midway is where every guest’s journey begins and ends—it’s the hub of activity before and after the haunt. From first impressions to final goodbyes, this area is key to setting the tone and keeping things running smoothly.
Several important event staff roles operate in this space:
The Outdoor Director organizes guests by their time slots and calls them forward when it’s time to enter. They guide each group to security, helping maintain flow and order.
Our Security Team walks guests through the metal detectors, enforces all safety policies, and keeps a close eye out for any disruptive behavior.
Ticket Scanners check guests in, resolve ticketing issues, and make sure everyone is placed in the correct lines before entering the haunt.
Finally, our Ushers bring the correct number of guests into the building and into the queue line of the first attraction, helping maintain pacing and flow inside.
Together, these roles make sure the Midway runs efficiently, feels safe, and delivers a great guest experience before the scares even begin!
Once guests enter the building, they’ll continue through our indoor queue, where they’ll receive additional guidance before entering the attractions.
The Indoor Director takes over from the Ushers, warmly greeting guests and organizing them into their designated lines.
At the entrance of each of the three attractions, an Event Staff member is stationed to form groups and manage pacing. Their job is to keep the flow consistent, adjusting based on crowd size and traffic through the haunt.
On select nights, our first attraction includes an additional team member called the Pacer. Since guests have their photo taken before entering this attraction, the Pacer steps in after the photo op to ensure the timing and spacing between groups remains smooth and controlled.
The Photo Op Crew greets guests just after they’ve entered the attractions. They gather each group, guide them through their photo, hand out photo cards for redemption at the store, and send them on their way. On some nights, they may also give a quick reminder of the rules before guests continue through the haunt.
On select nights when staffing allows, we’ll assign Attraction Ushers—Event Staff positioned inside the haunt to politely encourage guests to keep moving. These team members serve as extra support for the Creepers and Performance Lead, helping maintain flow during especially busy nights.
The Store Team greets guests as they exit the attractions. They’re responsible for ringing up merchandise, redeeming and selling photo cards, and providing general assistance to guests.
This is often where guests share their feedback—both the great and the not-so-great. While we do our best to have someone on hand to receive it, cashiers often hear it firsthand. In those cases, store team members should do what they can to assist and escalate concerns to the on-site Keeper if needed. The Keeper can then reach out to the Event Lead for additional support.
In addition to guest interaction, store team members also help restock merchandise, keep the store tidy, and communicate inventory needs to ensure everything stays running smoothly.
Safety
Your safety is a top priority, and we’ve put extensive measures in place to protect everyone in the building. Every guest is scanned before entry, and we have a strict no-weapons and limited bag policy to ensure a secure environment from the start.
We partner with a professional security team trained to handle high-risk situations, and our building is monitored by over 130 cameras—inside, outside, and throughout the attractions. A dedicated staff member watches these feeds during every event.
We’re fully up to date on all required permits and safety inspections. In the event of an emergency, the building is equipped to alert us and support a quick, secure response.
We work hard to set you up for success. While no live event is ever completely smooth sailing, we’ve put a lot in place to help make things safer, easier, and more manageable for everyone—and we’ll continue to improve wherever we can.
That said, it’s up to you to use those systems and safety measures. We understand this job can be physically demanding and fast-paced, especially during the height of the season. But we’ve designed everything with your well-being in mind, and it’s important that you prioritize your safety too.
We want to be clear: putting yourself in harm’s way to “go harder” or to impress others isn’t the kind of dedication we admire. Bragging about injuries or ignoring safety protocols tells us you’re not taking the tools we’ve provided seriously. That’s not a good fit for this environment.
You’re never expected to push yourself to the point of pain, exhaustion, or risk. This job is not worth hurting yourself over. We only ask that you show up, do your best, and take care of your body and mind while you’re here.
Some accidents are unavoidable—we get that, and we’re prepared for them. But when injuries happen due to unnecessary risk or avoidable decisions, it raises concerns about whether this is the right role for you.
Bottom line: your safety always comes first. Nothing is more important than going home at the end of the night healthy and okay. We appreciate your passion, but let’s keep that energy grounded in smart choices and self-respect.
While many team members carry walkies, we’ve also installed staff walkie stations throughout the exterior perimeter of the attractions so everyone has a way to get in touch if needed.
Each station is numbered, labeled with its location, and includes clear instructions for use. A green indicator light makes them easy to spot, even in the dark. If you’re not near someone with a walkie, you’re always allowed to step out of your scene to use one—especially in emergencies or if you need to notify us that you’re stepping away.
While your Creeper or Keeper will do their best to be attentive, they may occasionally be helping someone else or managing an unexpected situation. That’s exactly why these stations exist—to help you quickly and efficiently reach us whenever needed.
If you become injured or ill during your shift, use your walkie to let us know right away. We’ll check in to see how you’re feeling and make sure you’re taken care of.
If the issue is serious or prevents you from continuing, you’ll need to head home for the night. If your ride is also working, please arrange alternative transportation—we need to avoid losing more than one team member during operations.
Any injury or medical situation that could require treatment must be documented with an incident report—even if you don’t plan to seek care right away. Having things on file ensures you can get the help you need later if anything changes.
If you see a guest who appears sick or hurt—or if any kind of bodily fluid ends up in your area—guide the guest to the nearest walkie or staff member who can help. A Core Team member will meet you to handle the situation from there.
And just in case: every actor box is stocked with barf bags. Hopefully you won’t need them—but better to be prepared!
We do everything we can to prevent issues before they happen—but once in a while, guests can be unpredictable. That’s why it’s important for staff to know the difference between rowdy and dangerous behavior, and what to do if either pops up.
Rowdy guests might linger, shout, act mildly intoxicated, or push boundaries a bit. These guests are usually harmless and don’t need to be confronted—odds are, we’re already keeping an eye on them. If the front of house team sees someone acting off before they enter the building, they’ll alert us so we can monitor them from the start.
Dangerous guests are much rarer, but they do require immediate action. If someone is damaging props, making threats, putting hands on others, or creating an unsafe environment, leave your area and use the nearest walkie right away. Share your location and a quick description so we can respond fast.
Nobody on staff besides the Core Team has permission to call directly for security. Once you call on the walkie, we will come assess the situation quickly and get further help if needed!
Staying calm, observant, and knowing when to call something out helps keep the night running smoothly—and safely—for everyone.
While evacuations are extremely rare, it’s important to know what to expect—just in case.
If one is ever triggered, you’ll know immediately: the show sound will stop, house lights will turn on, alarms will sound and flash, and a voiceover will announce the evacuation. If you’re outside, remain outside. If you’re inside, calmly guide guests to the nearest emergency exit without backtracking.
The building is a square with exits on every side, so there’s always a safe way out nearby. Keep guests moving forward, stay calm, and avoid creating panic.
We’re regularly inspected and fully prepared for emergencies—your steady presence just helps keep things running smoothly until we’re in the clear.
Just like we ask you to take care of yourself, we also expect you to respect the sets and spaces around you. Every detail is intentionally designed, and damaging them—whether on purpose or by being careless—creates safety risks and extra work for the team.
If your act involves being destructive, it needs to change. Most damage is avoidable, and broken elements can be dangerous to you, other staff, or guests. They also pull us away from operations to make repairs.
Accidents happen—and we get that. If something breaks but isn’t urgent, fill out a scene repair form (QR codes are posted throughout the building). Quick resets (like tipped props) can be handled by you. If it’s dangerous (like broken glass, jagged wood, or something heavy blocking the walking path), step away and call us on the walkie right away.
And this goes for all shared spaces, not just the haunt—treat everything here with care so we can keep things running strong.
Tech hiccups are bound to happen from time to time—it’s just part of running a live show! The most important thing is knowing how to handle them smoothly.
Before the pump-up, check any devices or equipment used in your role to make sure everything is working properly. If something isn’t functioning—like a dead device or disconnected speaker—let your Keeper, Lead, or Creeper know right away. They can let the Core Team know if need be.
Minor issues like a light going out, a speaker scare glitching, or the overhead sound system cutting out (without evacuation signals) aren’t cause for panic. Keep performing, stay in character, and report it to your team the next time you see them so it can be fixed when possible.
However, if something major happens—like a broken animatronic that’s unsafe, a full blackout in your room, or you notice sparks or fire—leave your scene immediately and call it out on the walkie so we can respond quickly.
The show will always go on—but your safety comes first!
Operations
The times listed on Sithon reflect when we open to guests—but your actual call time will be earlier so we can get everything and everyone ready for the night ahead. Please make sure you’re arriving at your correct call time, not the operational one!
Call times are always accessible from the homepage of the staff website, and here’s a quick breakdown for easy reference:
Makeup Artists, Leads, Creepers: 4:30 PM
Keepers: 5:00 PM
Performance Team: 5:30 PM
Event Team: 6:00 PM
Make sure to communicate if you’re running late!
Staff arrive 1 to 2.5 hours before showtime depending on your role. Your exact call time is listed on the staff website and will stay the same throughout the season.
This pre-show window is used to get both the building and the team ready. Your Creepers and Keepers will walk you through the basics, answer questions, and help you get comfortable in your assigned role or scene.
Training doesn’t stop when the doors open. That same team will continue to support you in real-time, especially if you’re new or trying something new. Some of the best learning happens once the show is live—seeing things in action makes it all click.
Every role has its own flavor, but they all follow the same easy-to-learn structure. With a bit of prep and solid support, you’ll find your rhythm and feel right at home in no time.
Before we open each night, all event staff and performers meet in the staff lounge for a quick check-in. This is where we share updates, cover the night’s expectations, and answer any questions. After that, we gather for a brief grounding exercise to shake off the day and get focused, followed by a fun pump-up to build energy as one team. You don’t have to dance, but your presence matters—starting together makes a big difference.
At the end of each weekend, we celebrate with snacks (yes, the fun kind) and our favorite closing tradition: ✨THE WHEEL✨
Leads, Keepers, and Creepers nominate team members who stood out for great attitudes or going above and beyond. Nominees get a ticket to spin the wheel for a prize—or save up tickets for bigger rewards later. It’s our way of saying thanks for being awesome.
While you’re welcome to stick around for the fun, please keep in mind that most of us are running on fumes by the end of the night. We appreciate you keeping longer hangouts outside so we can all reset and rest up.
These rituals are what make our team feel connected—and we’re so glad you’re part of it.
Right after pump-up, you’ll already be in the staff lounge where you’ll grab any materials you need for your shift. From there, if you know where you’re going, feel free to head to your assigned scene. If you’re unsure or need extra help, your Creeper or Keeper will line everyone up and walk you to your spot.
Every door leading into the attractions is numbered and includes a map of the attraction. Scenes that are immediately or easily accessible from that door are highlighted. Doors labeled “Attraction Entrance” lead into guest-facing scenes, while those marked “Staff Only” lead into actor boxes.
If you’re unsure which door to use, check the reference sheets posted in the staff lounge next to the placement boards—they’ll guide you to the easiest entrance for your scene.
Once we’re operational, walkies are always available if you get turned around or need help finding your way. Don’t worry—you’ll never be left to figure it out alone.
Breaks will begin at 8 PM each night and are managed by your Creepers and Keepers. They’ll go in order based on the scenes and positions within their zones. Each break will be about 10–15 minutes long, depending on the night.
When it’s your turn, your Creeper or Keeper will hand you a stopwatch. Once it goes off, that’s your cue to head back. They’ll have one too, so we’re all keeping time together. These breaks are paid, but please note—going over your time may result in a deduction from your pay. So be sure to return promptly!
We also understand that sometimes you just need a quick moment—whether it’s to use the restroom or step away to catch your breath. That’s totally okay. Just flag down a Lead, Creeper, or Keeper, or use a walkie to reach out. We’re here to help you take care of yourself when you need it.
Anytime you’re in view of guests (unless it’s an emergency), you should remain fully in character. This includes staying focused in your scene and saving all conversations for your actor box or the egress areas—never while visible in your scene.
This standard also applies when you’re heading to or returning from break. If you need to pass through an attraction or queue line, hide any personal items, stay in character, and keep moving toward your destination. Please do not stop to interact or entertain guests in these areas—we have them covered!
The closing times listed on Sithon and the website refer to when doors close—not when you’re dismissed. This is simply the latest time a group will be allowed into the building. All staff are dismissed behind the last group, not when the clock hits closing.
Event Staff: Your Lead will release you once the final group has moved through your area. After that, you’ll complete your closing task, change out of your uniform, and then you’re good to head home.
Performance: Your Lead will also dismiss you after the final group passes. Once dismissed, make sure to clean up your actor box, toss any trash, and help tidy the staff lounge before changing out of costume and heading out.
In general, most actors can expect to be dismissed about 30 minutes after doors close. Event Staff in the store will likely be the last ones relieved, since they cover the final position in the building.
At the end of each night, every team member has a small task to help reset the space for the next shift. These tasks are quick, simple, and make a big difference in keeping things running smoothly.
Event Staff:
Your assigned closing task will be listed in the Event Staff room and will correspond with your position for the night. Once your area is clear of guests, go ahead and knock out your task before clocking out. Don’t forget to check in with your Keeper to confirm it’s done—and please change out of uniform before heading home.
Performance Team:
When you’re dismissed, make sure everything you brought into your scene leaves with you. Trash should go into your designated can—fresh liners are at the bottom. Replace the bag and toss the full one into the outdoor dumpster or the large trash cans in the staff lounge (not the egress cans). Snacks or drinks should be returned to the snack cabinet or fridge.
Since Event Staff handles most shared spaces, the performance crew is responsible for tidying the lounge. Just take care of your own area—throw out trash, return chairs neatly, and take all your belongings home.
If you take a quick moment to reset your space before heading to your scene, it’ll make your post-show wrap-up even easier!
Because we’re a seasonal business, our payroll setup runs a little differently than most.
Off-Season Events: You’ll be paid the Friday after the event ends (unless it’s a holiday, then it’ll hit your account the next business day).
Extra Help: If you pitch in during the off-season, you’ll be paid on our next full-time staff payroll. Any extra help during the season gets added to your regular season paychecks.
Haunt Season: There are two paydays—one halfway through the season, and one the Friday after the season wraps (or the next business day if there’s a holiday).
We run payroll through Gusto, which means it’s your responsibility to keep your profile up to date. If your legal name, address, or bank info is incorrect or outdated, it could delay your pay. If funds are sent to a closed account, we’ll need to wait for them to bounce back before reissuing. We’ll do everything we can to help, but there are legal procedures we must follow to protect against fraud or error.
If something ever goes wrong on our end, just email us! We’ll make it right as quickly as possible. Issues are rare, and we’re committed to making sure you’re paid for your work—no exceptions.
We only offer direct deposit (no checks or cash). If you don’t have a bank account, GustoWallet is a free debit card option they can provide to receive your pay.
Supplies
Everything you need for your shift is provided. When you arrive each night, you’ll grab your event staff uniform—a bright orange shirt or hoodie and a name badge lanyard. These help guests spot you quickly and must be worn while you’re on the clock.
All position materials are located in labeled drawers in the Event Staff room. You’ll also find extras like hand and foot warmers, rain gear, batteries, walkies, cleaning supplies, and a first aid kit.
Brooms and dustpans are in the front egress by the store counter, and more first aid and personal care items are stocked in the staff lounge and bathrooms.
If something’s missing or you need anything at all—just let us know. We’ve got you!
We’ve got everything you need to bring your character to life—no need to bring anything from home!
Costumes and Accessories
All costumes are pre-assigned to match the theme and needs of your scene. We’ve got a huge range of styles and sizes, so if something doesn’t fit right, we can easily swap it out. While we’re always open to ideas, we ask that all costume elements come from us so we can keep things cohesive and organized. We do not allow staff to bring in or wear their own costumes.
Masks and Makeup
Masks are also assigned to match your character. If your mask doesn’t fit comfortably, just let us know before pump-up and we’ll find one that works better for you.
Makeup is only used for specific characters, though we can make exceptions for medical reasons—just bring us a doctor’s note if needed.
Props
Some scenes have pre-assigned props, but using them is totally optional. If you’d rather skip it, that’s completely fine! That said, props are a privilege—and if they’re consistently damaged, lost, or misused, we may ask you to take a break from using them.
Supplies & Amenities
We stock the building with everything you might need to get through the night comfortably:
We do regular restocks, but if something’s missing or running low, just jot it down on the small whiteboard in the staff lounge. Easy!
And above all—please treat all provided gear and supplies with care. A lot of love, time, and effort goes into making sure everything runs smoothly and everyone is supported. Taking care of your tools helps us take better care of you and your team!
All makeup supplies are fully provided for our artists—no need to bring or purchase your own. If you’re running low on anything, just jot it down on the whiteboard near your station and we’ll take care of the rest.
Have a product you’d love to try? Send us an email with the link! While we do have established systems and go-to products to keep things flowing, we’re always open to ideas that make your space more efficient and manageable—especially during those busy nights.
Makeup products are for our artists only. Staff members are not permitted to use these supplies for personal makeup under any circumstances.
We’re big believers in setting our team up for success—sometimes it’s the little things that make a huge difference. One of the best choices we’ve made is providing healthy snacks, water, and hydration packs for our crew.
You’ll find all of these stocked nightly in the staff lounge, and they’re available for everyone to enjoy before and during operational hours. These aren’t just nice extras—they’re essentials. Keeping everyone nourished and hydrated keeps the energy high and the vibe strong, and we’ve even seen a noticeable drop in mid-show illnesses and early departures since introducing them. We love knowing you’ve got what you need to feel good and stay fueled all night long.
Of course, you’re more than welcome to bring your own snacks and beverages—just try to aim for options that will actually keep you going instead of weighing you down. Sugary, junky snacks might seem tempting, but they usually lead to a crash once you’re on your feet and in the thick of it. And while we fully support slamming your Monster Energy or Big Gulp before clock-in (just… not a BuzzBall, please), once you’re on the clock, we have a strict policy: water or sports drinks only during your shift.
Let’s face it—during Haunt Season, it kind of feels like we all move in. With the amount of time we spend here, it makes sense that a few personal belongings might wander off now and then (rude, honestly). But don’t panic—we’ve got a Lost and Found for that very reason.
If you ever misplace something, head to the staff lounge and check the large orange container tucked into the very last cubby on the left under the staff benches. That’s our official treasure chest of forgotten items. Anything found around the building that looks left behind will make its way there.
Over the years, this bin has held some truly legendary finds—some returned to grateful owners, others… not so lucky. Any items still unclaimed by the time January rolls around will be either donated or reimagined as haunt props (may they live on in spooky glory).
And hey, we’re not encouraging theft or anything—but if something’s clearly abandoned after the final night of Krampus and it’s headed to donation anyway… well, no one’s stopping you from giving it a second life. Just be prepared to return it if the rightful owner comes looking—and maybe toss it in the wash first. You know, for hygiene and karma.
You’ll find fully stocked first aid stations in the staff lounge, event staff room, and both bathrooms. These supplies are here for you—just be sure to use them responsibly.
If you notice anything running low or out of stock, give us a quick heads-up so we can restock it promptly.
Need a little something to get through the night? We’ve got you covered. You’ll find personal care items like period products, hair ties, pins, deodorant, safety pins, earplugs, makeup remover, and phone chargers in the staff lounge, costume room, bathrooms, and available upon request.
If you can’t find what you need, just ask—we’re happy to help!
Payroll Practices
We run payroll through Gusto, which means it’s your responsibility to keep your profile up to date. If your legal name, address, or bank info is incorrect or outdated, it could delay your pay. If funds are sent to a closed account, we’ll need to wait for them to bounce back before reissuing. We’ll do everything we can to help, but there are legal procedures we must follow to protect against fraud or error.
If something ever goes wrong on our end, just email us! We’ll make it right as quickly as possible. Issues are rare, and we’re committed to making sure you’re paid for your work—no exceptions.
We only offer direct deposit (no checks or cash). If you don’t have a bank account, GustoWallet is a free debit card option they can provide to receive your pay.
Because we’re a seasonal business, our payroll setup runs a little differently than most.
Off-Season Events: You’ll be paid the Friday after the event ends (unless it’s a holiday, then it’ll hit your account the next business day).
Extra Help: If you pitch in during the off-season, you’ll be paid on our next full-time staff payroll. Any extra help during the season gets added to your regular season paychecks.
Haunt Season: There are two paydays—one halfway through the season, and one the Friday after the season wraps (or the next business day if there’s a holiday).
It’s your responsibility to keep an accurate record of your hours—and we’ll make sure you have the tools to do that! Just be sure to clock in and out properly each night.
That said, there are only a few specific circumstances where your recorded hours may be adjusted:
Automatic Rounding by Gusto
When payroll is processed, Gusto rounds your hours to the nearest quarter hour—up or down. This is a standard feature and only impacts your pay by a few cents either way, if at all. It balances out over time, and rest assured: you’ll always be paid for the work you do.Extended Breaks
If you consistently go over your break time, those extra minutes may be deducted from your total time worked. Paid breaks are a benefit, so sticking to the time helps keep things fair and smooth for everyone.Missed Clock-Outs
If you forget to clock out, we’ll have to manually adjust your time to the time doors close. Make sure you’re clocking out!
Your call time is your official start time—not before. Unless you’ve been specifically asked to come in early, any clock-ins before your scheduled start will be adjusted to reflect your approved time.
If you clock in early each day (especially with the intent of not working during that time) to pad your paycheck, that’s considered time theft—and it can lead to termination. We want to be very clear: you’re expected to begin work at your scheduled time, not before.
The costume room will open for staff during their appropriate clock-in windows. If you arrive a bit early, feel free to hang out in the staff lounge until it’s time to start. That’s your space to chill before getting into work mode.
Even unintentional early clock-ins create extra work for us when running payroll, and having to repeatedly correct time punches is not sustainable. We do pay attention and keep a very close eye on these things!
We totally understand—things happen, and you might miss a clock-in or clock-out from time to time. Here’s how we handle it:
If you forget to clock in but remember later:
Go ahead and clock in as soon as you remember. Your hours will begin from the time you clocked in. We will not adjust the time retroactively.
If you forget to clock in entirely:
Send us an email. We’ll adjust your time to reflect operational hours only, not including your call time. We’ll allow one or two courtesy adjustments per season. Beyond that, we will not manually correct your hours—so it’s important to stay consistent with your punches.
If you forget to clock out:
We’ll adjust your time to reflect the time doors closed that night—not when you actually left.
We provide all the tools you need to track your time and get paid accurately. It’s your responsibility to use them. Respectfully, not using those tools shouldn’t create extra work or ongoing flexibility on our end. Getting paid for your time matters—and it’s a shared responsibility. Treat it with the same care and attention we do.
Staff Responsibilities
With so many moving parts, streamlined communication is a must—and we’ve made it easy. Email and the staff website are your go-to sources for everything you need to know.
Check your email. Seriously. We only send messages when it matters—things like event details, schedules, updates, and important deadlines. Everything sent by email is also posted on the staff website, which is updated regularly and accessible 24/7.
Keeping up with your schedule is just as important. As soon as we have event dates, they’ll be listed on the site. If you’re scheduled, it’ll be there. Even if you don’t get a direct message, the information is available—you just have to look.
Missing a shift or deadline because you didn’t check in? That one’s on you. The tools are in place to help you succeed, and we expect everyone to use them.
Make it a habit. Staying informed is part of being on the team.
All actors must arrive in all-black clothing, including black, closed-toe shoes.
Tops: T-shirts or tank tops that fully cover the torso (long sleeves allowed but not recommended).
Bottoms: Full-length black pants only—shorts may be brought but not worn as your base layer.
Footwear: Black, closed-toe shoes only—no heels, slippers, flip flops, or sandals. Inappropriate footwear will prevent you from working.
Note: These clothes may be worn under costumes and could get makeup or paint on them.
You’re responsible for wearing work-appropriate pants, shorts, or skirts, and comfy, closed-toe shoes—since you’ll be on your feet most of the night, comfort and mobility are key.
Fun accessories, bold hair, makeup, and jewelry are totally welcome! We love a little personality. Just skip SPFX makeup or masks so guests can easily recognize you as event staff.
If you’re scheduled for an outdoor role, be sure to bring weather-appropriate outerwear. You’ll want to stay warm and dry if it’s chilly or rainy.
That’s it—just show up dressed to move, help, and have fun!
Everyone is responsible for having reliable transportation to and from work. We get that things happen, but repeated transportation-related call-offs may lead to a professional parting of ways.
If someone else is driving you, make sure they know your actual dismissal time—not just when doors close. (Check out the “Dismissal” section for more on that.)
If your ride also works at the haunt and you need to leave early, you’ll need to arrange another way home—we can’t lose two staff members for one departure.
And if your ride doesn’t show, please know we can’t keep the building open indefinitely. If they’re more than 30 minutes late, we’ll help you find another way home.
We’re incredibly lucky to have the kind of space we do—indoor bathrooms, a cozy staff lounge, a killer costume room, and a full makeup setup. It’s all designed to make things smoother, help you feel comfortable, and make those long nights a little easier.
This job asks a lot—late hours, high energy, and a season that flies by but takes a toll. These amenities aren’t perks to earn—they’re our way of supporting the hard work you already do.
All we ask in return is simple: take care of the spaces we all share. You don’t need to deep clean or handle anyone else’s mess—just be responsible for your own. Toss your trash, put things back where they belong, and wipe up spills. If something happens in the bathroom (hey, it happens), cleaning supplies are nearby and easy to use.
When messes get left behind, they usually fall to a Core Team member—often in the middle of a million other things. We’re always happy to handle the big stuff and keep things stocked, but please don’t add “clean up leftovers” to the list.
Trash cans are everywhere (over 100!), the dumpster’s out back, and everything’s labeled and easy to find. A little effort from everyone keeps our space clean, functional, and way more enjoyable for the whole team.
We know things won’t always go your way. Maybe a problem pops up, or a decision is made that you don’t love. That’s totally understandable—we don’t expect anyone to be perfectly upbeat all the time. But even on tough days, it’s important to be mindful of how you treat others.
This may be a fun and unique job, but it’s still a job—and a business. We work hard to keep things light and enjoyable, but we also have to make decisions that prioritize the team, the operation, and the show as a whole. It’s never personal, even if it’s not what you hoped for.
Everyone on the Core Team and in leadership genuinely wants the best for you. We’ll always hear you out, and we’ll always try to help. But if a conversation starts with anger, insults, or disrespect, we’ll hit pause until things cool off. We would never speak to you that way, and we expect the same respect in return.
More often than not, problems are easy to solve—and even if we can’t make everything perfect, we’ll always be honest about why. Clear communication and mutual trust go a long way in keeping things running smoothly, and we’re here to work with you—not against you.
So if something’s off, bring it to us. We’ll talk it out, find a solution if we can, and move forward together. This place thrives on good energy and respect—and that’s something we build together.
Working at a haunted house is unlike any other job—it’s fun, creative, and something we look forward to all year. But as exciting as it is, a few things can be true at once.
This is a seasonal, gig-based job. Outside of our small year-round team, this isn’t a full-time or part-time role for most of our staff. We’re only open a couple of months each year, and we’re always upfront about what the job is and isn’t. We know people have full-time commitments like school, work, and life—this job is meant to fit around those, not compete with or replace them.
We do everything we can to make a tough job as easy and enjoyable as possible. We’re transparent about pay, we give raises and bonuses whenever we can, and we prioritize people and operations over everything. It might be tempting to assume the haunt is “rolling in it”, but the truth is, we’re open very few days a year and busy even fewer. This is ultimately a small, seasonal business, and every dollar goes back into rent, permits, builds, supplies, and payroll. We’re proud of how far we’ve come, and we’re committed to growing responsibly.
As much as some folks would love to do this full-time, those positions are extremely rare. Our full-time team consists of two owners and three other people—which is already more than most haunts in the industry. When seasonal leadership roles like Leads, Keepers, Creepers, or Queue do become available, we open them up to everyone through a formal application. Trying to go above and beyond in hopes of “earning” a role doesn’t guarantee anything—we look for specific skill sets, reliability, and attitude. And if the role is already filled, it is not available, period.
Lastly, we don’t believe in using language like, “we’re a family,” because that can sometimes blur boundaries. What we do believe in is respect, camaraderie, and the great friendships that often form naturally through this experience. That said, no one is owed closeness with anyone, and healthy boundaries are important. If you’re not best friends with someone in leadership or don’t chat with the core team outside of work, it doesn’t mean anything’s wrong—it just means we’re all doing our best to balance work and personal life.
We value you, we’re glad you’re here, and we’ll always do our best to be clear, fair, and supportive. Let’s keep things fun, respectful, and real.
Staff Events and Info
We love putting on events—and not just for our guests, but for you, too! Throughout the year, we carve out time to celebrate the amazing team that makes it all happen.
Each winter, usually in January or February, we throw a big kick-off party to reflect on the past year and get pumped for what’s ahead. Every year has a different theme, and we go all out to make it fun, festive, and all about celebrating you.
Come late August or early September, we host a pre-season orientation that’s more of a casual hangout than a formal meeting. It’s a chance to meet new faces, reconnect with returning ones, and get hyped for Haunt Season in a laid-back setting. Plus, this is usually the first time we turn the shows on—so you’ll be among the first to see them in action!
When time allows, we’ll toss in a few extra low-key hangouts just for fun. During the season itself, we don’t host official parties (there’s just too much going on), but you’ll still catch us hanging out a bit on select nights when we can.
That said, we know show nights are a lot. The pre-show prep, the energy of live events, the post-show adrenaline—it’s all amazing, but it’s also exhausting. Most of us are balancing haunt life with full-time jobs, school, or other commitments. The Core Team is usually pulling long hours and juggling a million things at once.
That’s why these intentional staff events matter so much. They give us time to relax, connect, and celebrate each other without the stress of running a show. We’re always looking forward to spending that time together—and we’re so glad you’re part of it.
Of course you want to share the haunt with your favorite people. But here’s the deal: we typically don’t offer friends or family discounts. And it’s not because we don’t love your loved ones—it’s just that we’ve had issues with stuff like this in the past.
Since we’re a seasonal, small business, we have to be careful about how many free or discounted tickets we hand out. Those empty spots could have gone to paying guests who support us and keep the show running.
That said, we do want you to be able to share this experience with your people! We just try to do it in ways that don’t affect show capacity or sales. Throughout the year, we host a handful of friends-and-family events—like walkthroughs of the haunt with the lights and effects on (no actors), preview nights of special events like Krampus, and even opportunities to test-run new experiences before they officially launch.
We also run several big sales during the year with heavily discounted tickets. These are always sent to our email list and posted across our social media. So if your friends or family want to come through, that’s the time to grab those deals.
We promise we haven’t forgotten about your crew. We’re just doing our best to keep things fair, sustainable, and fun for everyone—including you!
We occasionally need a few extra hands for things like building, organizing, set dressing, or general prep. When these opportunities pop up, we’ll send out a call for help via email or Discord. Sometimes they’re scheduled and structured—but often, they’re a bit more spontaneous (that’s just how we roll).
Whether it’s during the off-season or even just a little earlier before showtime on operational days, we truly appreciate anyone willing and able to jump in. These are paid opportunities and a great way to contribute to the behind-the-scenes magic that brings our shows to life.
That said, we want to be clear: helping out on these days is never about earning extra credit. Your willingness to assist won’t affect your current roles or placement, and it’s not a path to special treatment. We welcome help from folks who genuinely want to be part of the process—not those hoping to use it as leverage.
We’re so grateful for the team spirit and enthusiasm that make these days successful. If you’re up for it, we’d love to have you there—no pressure, just a shared love for building something awesome together.
We have several spots for staff to relax during their time here, with the main hub being the staff lounge. This is where we’ll hold nightly meetings, rituals (including closing weekend), and gather during call times. It’s the go-to communal space to unwind before the night kicks off and during breaks.
The makeup and costume rooms, accessible through the lounge, are designated for clocking in and getting ready. These areas are compact and task-focused, so they’re not intended for hanging out—keeping them clear helps everyone get prepped efficiently.
Event Staff, you’re absolutely welcome in the staff lounge too! In addition, there’s a separate area in the store with rooms for your role-specific supplies. While they may not have all the amenities of the lounge, they’re still a helpful space for your needs.
Staff restrooms are located in the back of the building near the warehouse. They’re stocked with everything you need, and the foyer outside the restrooms includes additional helpful info and supplies!
While we do our best to provide comfortable spaces for everyone, there are a few areas that are strictly off-limits to seasonal staff in order to maintain safety, focus, and organization.
Core Team Office
This space is reserved for our full-time team, including those working with SkySprout. While we’re always here when you need us, we’ve chosen not to have an open-door policy during operational hours. The office is a hub for focused work—like editing audio, tackling last-minute tasks, or simply recharging. Just like you have spaces to relax, this is ours. Since much of our work happens outside your call times, this space becomes a necessary sanctuary once things are in full swing. It’s not about hiding—it’s about staying grounded so we can support you better.
The Warehouse
This area is off-limits for safety and organizational reasons. It houses power tools, materials, and critical supplies that should only be handled by trained staff. Anything you need will be available in your designated areas—please don’t enter the warehouse or take items from it. If things are moved or go missing, it seriously disrupts our ability to work efficiently.
Conference Room
Near the staff restrooms, this space is used for team meetings, private conversations, and interviews. It also holds materials that aren’t intended for general staff use. To respect ongoing meetings and keep things in order, this room is off-limits unless you’re invited in.
Tech Room
This room contains valuable equipment and serves as a quiet workspace for our videographer during content shoots. Because of the gear stored here and the nature of the work being done, only authorized staff are permitted to enter.
Ohio has more haunted attractions than anywhere else in the country, which means there’s a ton to explore—and yes, technically that means there’s also a lot of competition. But just because another haunt isn’t us doesn’t mean they’re the enemy. We may all have different styles, but we’re part of the same industry and community that we love.
Even if staff from other haunts post negatively about us, we don’t engage.
This is a tight-knit community, and we know many of our neighboring haunts. Regardless of how others choose to operate, we do not tolerate any staff member speaking poorly about another haunt online or getting into conflicts with their teams. If someone tries to start something—ignore it. There’s no need to report it, respond to it, or fuel it. We’re not here for that kind of energy.
Support other haunts when you can (just not during our operating hours 😄).
If you go visit another attraction, pay for your ticket. Don’t ask for comps or favors—show the same respect you’d want from a guest here. And if you’re wearing our merch while you’re out, represent us with pride and professionalism. Word travels fast in this industry, and poor behavior reflects back on all of us. Most of us have been on the receiving end of this experience, don’t become the bozos we exchange glances over as they walk through.
No matter your personal feelings toward another haunt, disrespectful behavior from someone on our team will never be acceptable. Kindness, support, and professionalism are always the expectation—on and off the clock.
Common Guest Issues
Let’s be honest—not every guest is going to be a joy to deal with. Some just want to argue. That said, we follow the “Ask Nice Twice” rule.
Start every interaction with kindness and patience. Listen to the guest, offer a thoughtful solution, and do your best to stay calm and helpful. If that doesn’t resolve things, try one more time—listen again, empathize, and clearly explain what you are able to do. If they’re still upset or begin to treat you disrespectfully, remain calm and let them know you’re going to grab someone who can better assist them. At that point, call for a Keeper or Lead.
If you’re approached with an issue you already know you can’t solve—like a ticketing problem—still handle the guest with professionalism and help connect them to someone who can assist. Even if you’re not the solution, you can be the connection to one.
We also want to be clear: this is a seasonal job, and you are not here to be mistreated. We will never expect you to stay in a situation where a guest is being abusive. While we always strive for professionalism to avoid escalating situations, that does not mean tolerating disrespect.
Your well-being comes first, and your team has your back. If a guest crosses the line, we will step in—and if needed, we’ll remove them from the event entirely. We’re all here to create a great experience, but never at the expense of your safety or dignity.
If a ticketing issue comes up during your shift, contact your Keeper right away. They’ll step in to assist and work directly with the Event Lead or a core team member to resolve it.
If there’s ever a larger ticketing issue on our end, we’ll make sure to communicate the situation and the game plan with everyone involved.
If a guest is holding up the flow—whether they’re lingering, confused, or unsure about entering—your goal is to keep things moving smoothly while offering kind, calm guidance.
Start by popping out and performing your scare again; they may have missed it the first time. If they still don’t move, gently remove your mask and use an open-hand gesture to guide them forward. This nonverbal approach keeps things friendly and often encourages them to speak up if they’re confused.
If the guest continues to stall or seems to need help beyond what you can provide, step out and use your walkie to call for assistance. Be ready to share your location and a brief description of the guest or group so we can send support quickly.
If you’re working in an Event Staff position and a guest is blocking the line, kindly ask them to step aside so others can keep moving. If they’re dealing with an issue you can’t resolve, call your Lead or Keeper, and continue assisting others while waiting for help.
Above all, stay courteous, composed, and non-confrontational. No yelling, no shooing—just polite, proactive steps to keep the experience smooth for everyone. And remember, if your efforts don’t work, don’t stress—we’ve got your back.
If a guest arrives at the store and there’s an issue with their photo, let them know we can retake it for them. No need to ask—yes, we can.
In this situation, grab your Keeper. They will escort the guest back to the photo op area for a retake. Once the new photo is taken, the Keeper will return with the guest to the store.
Guests are reminded multiple times to secure their belongings before entering—but lost items still happen, and they often expect us to drop everything to help. Here’s how we handle it:
If a guest approaches you about a missing item, direct them to fill out the Lost Item Form (they can find it via QR code or the staff website). We do not stop or delay the show for lost items under any circumstances. This is non-negotiable.
Let guests know we search for items between show nights as time allows, but there’s no guaranteed timeline—especially during busy weeks. If their item turns up, we’ll contact them to arrange pickup or shipping. While we recover most items eventually, we are not responsible for anything lost or stolen, and guests are made aware of this beforehand. They also can’t buy another ticket to search themselves.
Keys are the only exception. If a guest loses car keys, you may radio the Performance Lead and Creepers to do a quick sweep of their areas. Do not offer this courtesy for any other item.
If you find a lost item, like a phone or wallet, just hand it to your Creeper or bring it to the staff lounge during your break. Keys should be reported right away via the nearest walkie—let us know your location and wait for confirmation before returning to your scene.
At the end of each night, any found items should be moved to the Lost & Found bin on the platform outside the office in the staff lounge. Please don’t leave anything at the store overnight.
Occasionally, guests will wander through an emergency exit door. If you see a guest wandering in the staff lounge or egress areas, politely ask how you can help.
Gently ask if they’re trying to leave or if they may have accidentally gone out an emergency exit. If they want to re-enter the attraction, guide them to the nearest entrance door—but be careful. Do not send them through any door marked “Staff Only”—these lead to actor boxes. Awkward!
Stay calm, stay kind, and help redirect them safely—your approach makes all the difference!
If a guest decides they want to leave the attraction early—whether they tell you directly or signal by throwing up their hands—stay calm and remove your mask to guide them to the nearest exit.
Once they’re safely out of your scene, head to the closest walkie and call for assistance. A Lead, Keeper, or Creeper will meet you to escort the guest the rest of the way out.
If they want to tap out before entering an attraction, the Event Staff team member can call for assistance on getting them escorted out and will have them stand off to the side so other groups can keep moving.
If the rest of their group chooses to continue, the guest can wait in the store until they finish. Just make sure someone from leadership is looped in to assist and keep things moving smoothly. And always, always guide them to the exit door out of the store!
If a child refuses to enter or wants to leave early, they must stay with their adult—no exceptions. Staff are not permitted to babysit.
Kids can wait in the store only if an adult they know stays with them. That adult cannot be a working staff member.
Children can’t be left alone under any circumstances. If there’s only one adult with them, they’ll both need to leave together.
It comes up more than you’d think—someone claiming to know one of us and asking you to track us down during the show. The answer is always a kind but firm no.
If we’re expecting someone, we’ll already know they’re coming. If they can’t reach us directly, it’s not the right time for a visit. Just let them know we’re likely tied up and suggest they leave their info so we can reach out after the night winds down.
And if they’re asking for free tickets or upgrades? Let them know only pre-approved guest passes are accepted—no exceptions, even for friends or “industry folks.”
If they really know us, they won’t need to name-drop. If they’re not on our radar, we’ll catch them another time.
Media
In addition to co-owning Fear, Nick also runs a marketing company called SkySprout. His team leads marketing efforts for 13th Floor locations across the country—so yes, he’s very good at what he does, and our marketing is no exception!
All of our photo and video content—whether it’s for billboards, social media, or full-scale commercials—is created and directed by Nick and the core team. For this kind of work, we primarily use core team members to portray characters. Why?
Well, for starters, we don’t often get to dress up during the season, so getting into costume for a shoot is a fun way for us to engage creatively. It also gives us the opportunity to bring our own character concepts to life and keeps things consistent behind the scenes.
Additionally, we avoid sourcing seasonal staff for these shoots to prevent any sense of favoritism or exclusion. We know how quickly those things can feel personal, and that’s never our intention. In rare cases, we may call on a seasonal team member if they truly align with the vision for a specific character—but even then, we design our icon characters to be flexible enough that anyone can embody them, regardless of who’s in the queue line during the season.
While our scripted content and commercials are always fun to create, what really resonates with people is seeing real moments unfold. That’s where Mike comes in—he’s our in-house videographer, and you’ll see him floating around on select nights, capturing all kinds of content. This includes behind-the-scenes footage, queue line energy, and live action inside the attractions.
If Mike steps into your scene, just act natural—meaning, do exactly what you were trained and instructed to do. We can always tell when someone’s over-performing for the camera, and it tends to miss the mark. What we’re after are authentic shots of you doing what you do best, along with real guest reactions. That’s the magic people connect with.
What Happens to the Footage?
Not everything Mike captures will make it into a final video. There are a lot of variables—guest reactions, lighting, camera angles, and how well certain clips flow together. If you don’t see yourself in a final cut, please don’t take it personally. It’s not a reflection of your performance—it’s simply the nature of condensing hundreds of hours of footage into a polished 30–60 second piece.
Accessing the Footage
Photos and videos captured by Mike are property of Fear and will not be shared directly with staff. If Mike happens to get a great shot and wants to show you, that’s up to him—but please don’t approach him to ask. He’s working in a fast-paced environment and doesn’t have the time to stop and review footage during the night.
Since Fear employs Mike, all footage he captures is owned by us. While we totally get that you might want to use a cool shot for your new profile pic, anything not officially released by us is not available for personal use. That said, once media is published and shared publicly, you’re absolutely welcome to repost and share anything featuring you.
We’re very selective about the review teams we allow through during the season. While there are a few legit ones out there, a surprising number of people throw around the “review team” label just to try and score free tickets-yikes!
If a verified review team is scheduled to visit, we’ll always give you a heads-up during the nightly meeting so you know what to expect.
Most of the time, these teams will film as they walk through the attraction. Just like with Mike, the key is to stay natural—stick to your role and perform exactly as you’ve been trained. No need to overact or play it up for the camera. If a video gets posted and you make the cut not following your direction… well, let’s just say we’d rather not see that in 4K.
We have designated spots where guests are welcome—and encouraged—to take photos and videos. Inside the attractions, though? Filming is not allowed. But do guests follow that rule? Of course not!
Here’s how to handle it when it happens:
If a guest is filming without flash:
Let them go. Seriously. That footage is going to look like a grainy mess of fog and strobes—not exactly cinematic gold. No need to intervene.
If a guest is filming with flash:
That’s a hard no. Flash is disruptive and unsafe. Step out of your scene immediately and use your walkie to alert us. Be ready to tell us exactly which scene you’re in so we can find them quickly and shut it down.
If a guest is holding up the flow or trying to take selfies with you:
Don’t try to handle it yourself. If someone is stopping in scenes to take photos or videos—or trying to stop you for a picture—just retreat to your actor box or redirect your energy to other guests. Then, leave the scene and call us on the walkie. We’ll take care of it from there.
We totally get it—working here is a blast, and of course you want to show it off! Sharing photos and videos of yourself on social media is a great way to celebrate the season, and we love seeing your excitement. That said, we also want to preserve the mystery and magic of the haunt for our guests.
You’re more than welcome to snap photos of yourself in costume and makeup—just not while scenes are active. Instead, take those photos in the midway, staff lounge, or queue areas during your off time.
Photos and videos in the attractions are allowed—but only outside of operational hours and strictly for personal use (unless you’ve been asked to capture content for us directly). We encourage you to take cool shots and clips to send our way for the end-of-season wrap video! Just remember: phones are not permitted with you while in scenes during showtime.
If we find that content has been taken during hours of operation or shared in a way that spoils the experience for future guests, we may ask you to take it down.
We’ll also be sharing plenty of official content throughout the season—feel free to repost anything we release!
This page will be updated as needed! If there’s something you think we should cover on here, send us an email to let us know.