2023 Season Training

All Staff

Welcome to the 2023 Staff Training

This page summarizes the 2023 Staff Orientation and serves as a general overview for the season and off-season events. It’s a handy resource for refreshers or if you missed the training. For questions, contact staff@fearcolumbus.com.

Meet The team

Click HERE to be taken to the meet the team page.

What's New

Attractions
- The Summoning
- Devil’s Night
Themes
- The Summoning
  - Home to a family of occultists who are in the business of conjuring up some pretty sinister creatures.
  - The first half of this attractions sets the stage of the home. Guests will walk through several common home scenes before entering the other realm where all the creatures are dwelling.
- Devil’s Night
  - A continuation of The Summoning, this attraction takes place in the town of Fearwood.
  - A resident of The Summoning House who attends the local High School, Fearwood Central, has stolen a book from his home and brought it to school the night before Halloween.
  - Now, monsters from The Summoning are also taking over this High School and city.

Important Employee Resources

Click HERE to be taken to the Contact Info Page
Best Times to Reach Us
- Prior to any operational days, via email or staff number.
- During any down time (in between events)
- During the nightly meeting
- Prior to your shift, preferably before 1pm if possible, but definitely before 4pm on operational days.
Worst Times to Reach Us
- When you come in for your shift (especially if you see us working on something)
- Immediately after the pump up when places are happening and we have to get the doors open.
- While we’re open (it’s super loud)
- At the end of the night (RIP us and our brains).
  - If you can, write it down or email us and we can catch up when we aren’t actual zombies.
Utilizing your LEADS
- Performance
  - Please go to your Performance Lead and/or Creepers when you need something
- Event
  - Please go to Will when you need something
- Everyone, please note!
  - Your Leads are in place for you during call time and operational hours. Like us, they are humans with lives outside of this place. They do not have the power or jurisdiction to “put in a good word” or assign positions.
  - If you have work related questions, they need to be sent BY YOU to the staff email or phone number.
  - While your Leads and Creepers are here to help you at the appropriate times, reaching out to them with work related things during their down time will result in a write-up, and they will tell me.
  - The Staff Email and Phone Number are in place for your use 24/7 for anything work related. While we will always get back to you as soon as humanly possible, we are all deserving of time away from this place and down time.

Jess, Nick, Marco, and Cameron will be busy getting the shows up and running. There are PLENTY of people available to help you during this time. If they need additional assistance, they will come grab one of us.
- Thank you so much for your understanding and cooperation!

General

Haunt Scheduler
- Scheduling
  - This is what we use to schedule. Everyone here has their own login and can use it to see their schedules and positions.
    - PLEASE NOTE! Because this is a live show that depends on live actors who have life things happen, such as illness, injuries, or emergencies, your spot may need to change to accommodate the shows.
    - You may see something that says “Scheduled, no position” or something along those lines.
      - This just means that you’re on the schedule but don’t have an official position assigned to you. This is most likely because we haven’t placed yet or are in the process of moving things around.
    - You will see “Not on Schedule” if you aren’t scheduled to come in and work.
- Clocking In/Out
  - You’ll clock in and out on the computer in the Costume Room. It’s as easy as entering your birthday and hitting “Clock In”
- Hours
  - You will be able to view your hours worked by logging into your Haunt Scheduler
  - Payroll is run through Gusto which keeps track of things bi-weekly. Since we have two pay dates during the season, Haunt Scheduler will by far be a more accurate count of your hours.
  - It is 1000% YOUR RESPONSIBILITY to keep an accurate record of your hours. We cannot go in and manually adjust hours every night.
    - If you clock in late, you can still clock in, but you will start getting paid at the time you clocked in, not when you arrived.
    - If you forget to clock in, you will not get paid for that day.
    - If you forget to clock out, your time will be adjusted to reflect the closing time, not the actual time you clocked in.
Scheduling and Time Off Requests
- Everyone is marked as “available” on ALL operational nights and will need to submit a Call Off Request form to take that night off.
  - This just makes it easier on our end since we have a staff of over 100 people.
- While we are typically able to approve all requests, we ask that you keep in mind that EVERYONE is deserving of time off.
  - Since this is a live show that depends on people being here, we need to be accommodating of EVERYONE on staff while upholding the best show we can.
  - It isn’t fair that one person gets every other night off while some people on staff aren’t able to take any time.
  - We do not allow people actively on staff to walk through the attractions, no exceptions.
Scene/Position Requests
- You can access these forms by clicking HERE
- These need to be submitted at least a week in advance to be considered.
  - Again, please keep in mind that you aren’t the only person submitting these requests.
  - We will be as accommodating as possible for EVERYONE on staff.
  - While we’re usually able to get you in your requested scene at some point in the season, there may be times when you’re in a scene that isn’t your first pick.
    - The best thing you can do is to not take these things too seriously. Make the best of it and know we’re doing everything we can to get you in your requested scene.
- We will only honor scene anti-requests if it’s medically necessary or for specific instances. Just not liking a scene does not constitute moving the whole schedule around.
- REMEMBER: THESE NEED TO BE SUBMITTED AHEAD OF TIME.
  - We will not honor day of requests, emails, or verbal communication. You need to submit the form ahead of time.
Pay
- Performance: $10.50/hour
- Event: $10.50/hour
- Creepers: $11.50/hour
- Leads: $12.50/hour
- MUAs: $15/hours
- Bonuses
  - Referrals
  - Good Attendance
- Pay Dates
  - Friday, October 13, 2023 (September 7-October 8)
  - Friday, November 10 (October 13-November 4)
  - We only do direct deposit or Cards.
    - We DO NOT do paper checks under any circumstances.

Rules and Guidelines

Click HERE for a full list of all rules and guidelines.

Social Media

Social Media Etiquette
- NEVER, EVER speak poorly about another Haunt, especially on Social Media
  - We have a 0 tolerance policy for bullying or bad comments. Everyone in this industry is just doing what they love. Share your praises or share nothing at all.
  - We are not “in competition” with anyone.
- If you see someone commenting poorly about our Haunt, do not engage at any capacity.
  - We have all the tools to see everything being said about us. If we see something and feel the need to pursue it privately, we will.
- Definitely understand wanting to defend something you’re proud of and we appreciate it! We’ve got a very specific way we handle these things and will take care of it.
  - We have a 0 tolerance policy for engaging negatively with guests.
Reaching out on Social Media
- We are not to be reached on Social Media whatsoever.
  - These are our personal pages and we deserve a space where we can go an exist outside of work stuff.
  - With 100+ people on staff, getting messages across multiple platforms makes things really hard to keep track of. The staff email and phone number are the only appropriate ways to reach us.

call Times and Hours

Click HERE to be taken to your call times.
Operational Hours and Dismissal
- Operational hours for the Season will start at 7pm and doors will close between 10pm-12am (depending on the night)
- PLEASE NOTE: the times doors close does NOT mean that is the time you’re dismissed.
  - We stay in scene until the last guest has gone through, usually about 30 minutes past door closing.
Timed Ticketing
- This is a timed ticketing event, meaning all tickets are sold online and people have to pick a time slot.
- We will not sell over a certain amount of tickets per night depending on pacing and hours.
- The last time slot is 15 minutes before we close the doors.
- Marco and Nick take customer flow VERY seriously, and it is rare that we run over.
  - If we do run over, we aren’t going to hold you hostage and will do everything we can to communicate when we’re running over.

Dress Code

Performance
- All black clothing with no visible logos or words.
- Close toed, all black shoes.
  - Absolutely no sandals, crocs, slippers, or slides.
- Pants (Leggings, Jeans, Sweats, or Capris)
  - NO SHORTS
  - You are welcome to bring black shorts with you in case you are put in a dress or skirt, but you need to have pants.
  - Shorts should also be appropriate for a work environment.
- Clothes that are able to get dirty or distressed.
Event Staff
- Clean, casual streetwear containing appropriate language and graphics.
  - You will receive a shirt or sweatshirt when you arrive.
- Pants (Leggings, Jeans), Capris, Skirts, and shorts.
  - All appropriate for a workplace.
- Weather appropriate clothes and close toed shoes
- You will receive a name tag and lanyard when you arrive
- Makeup is allowed and encouraged (express yourself!)
  - Please do not do any SPFX makeup. Guests will need to know they can come to you.

A Typical Night Walkthrough

Timeline

Show Prep

Makeup
- Arrive 30 minutes before Performance Staff
- Use this time to get setup and refill/restock.
- As soon as the first actor is in costume, makeup begins.
- Creepers and Queue take priority to get their makeup done first.
Performance
- Arrive 2 hours before doors open.
- Get in costume and makeup.
- Work with your Leads and Creepers in the Staff Lounge and Scenes
Event Staff
- Arrive 1.5 hours before doors open
- Once you’re clocked in, find your name on the task board in the Event Hub and get that task done.

Meeting and Pump Up

Meeting
- We will do our staff meeting every night around 6:10/6:15
  - Make sure you’re in the staff lounge by 6:05.
  - This means EVERYONE.
- This is the time we’ll convey important information and answer questions about the night
Check In/Meditation
- Before heading into the night, we’ll check in with ourselves and make sure we’re feeling good about the night
Pump Up
- Once we’re feeling good, it’s time to shake some ass together!

Places

Performance
- Grab your water, snacks, and earplugs.
- Put phones on silent or vibrate and leave it in the staff lounge.
- If you know where you’re going, you can head to scene.
- If you don’t know where you’re going, find your Creeper (they’ll be standing by your Zone sign) and they’ll take you to scene.
Event
- Your Lead will either tell you in advance where you’re going or you’ll meet in the Front Queue after the meeting.
- Make sure to turn your phones on silent or vibrate and store them somewhere safe.
- Grab water, snacks, and earplugs if you need them.

Operations and Safety

Operations
- Customer Flow
  - Time Ticketing
  - Slow Flow on Slower Nights
  - Busier Flow/Conga Lines on Busier Nights
    - The speaker scares and attractions are intentionally designed for nights like these!
    - Performance will be focusing on 3 second scares (in and out).
    - Event Staff will take their queues from Nick and Marco.
  - We will not sell more tickets than we can realistically handle!
- Scenes and Positions
  - All scenes and positions are assigned based on what’s best for the show, not only for quality, but what keeps things as easy and smooth as possible.
- Leaving Your Spot
  - If you need to leave your scene or position for any reason at all, you need to let us know. Find the closest walkie, give us your name and location, and let us know you’re leaving that position.
- Broken/Damaged Sets/Props/Costumes
  - If something breaks in your scene that creates an immediate risk and becomes hazardous (like broken glass or exposed screws), leave your scene and let us know via walkie immediately.
  - If something breaks in your scene that does not pose an immediate risk, fill out the repair sheet (found on the Staff Website and on QR codes all over the building).
- Sound System
  - If the music cuts out, we know immediately because everything goes quiet.
  - In these instances, we are already at the computer trying to fix it. Your speaker scares should still work, so just keep acting as normal.
  - If the sound system goes out and the overhead lights come on, that means it’s time to evacuate.
    - The emergency lights will flash and an alarm will sound. CALMLY walk forward to the closest emergency exit in the attractions. Assist guests on exiting the attractions and then make your way to the closest exit of the building.
Safety
- Illness and/or Injury of you or a guest
  - If you feel like you’re going to be sick, please leave your scene and get to the nearest trash can or bathroom.
    - If you’re able, please grab a walkie and let someone know.
  - If you get sick or injured in your scene, leave your scene immediately and find the nearest walkie to let someone know.
  - If a guest gets injured or ill in scene, assist them out of the scene and call us on the walkie immediately.
  - If you are injured by a guest, especially intentionally, get to the nearest walkie immediately and let us know.
    - Be able to describe them and tell us what scene you’re in. We will come assist.
- First Aid
  - There are First Aid kits located in the Staff Lounge, both bathrooms, and the Event Hub. You are welcome to use anything in them!
- Warehouse
  - The Warehouse is completely off-limits to everyone except Authorized Personnel.
  - Occasionally, Authorized Personnel may need assistance, at which point they may ask for supervised help.
- Rowdy versus Harmful Customers
  - All customers go through security and a metal detector. While we try our best and usually succeed in picking harmful people out, we cannot always predict how someone will act once they’re in the attractions.
  - Being that this is a dark, loud, and unfamiliar place for most guests, it’s up to you to be alert.
    - Some guests will react to being scared by throwing their hands up or running. It is up to you to not get too close or in their way and stick to the act your Leads and Creepers have given you.
  - If a customer throws their hands up or runs into you accidentally, they will usually apologize.
  - We will also occasionally have guests come through intoxicated or that are just naturally a little annoying. As long as they aren’t causing detrimental harm to themselves, others, or the sets, just let them have their fun and keep them moving.
  - If a customer comes through and is intentionally going out of their way to break/steal set pieces or to touch/grab/harm you, LEAVE YOUR SCENE IMMEDIATELY. Get to the nearest walkie and alert us. We will come handle it.
- Walkies
  - There are staff walkies located on the perimeters of both attractions. They are marked by a sign and a light and are all numbered.
  - In the event of an emergency or if you need to leave your scene for any reason, go to a walkie and get in touch with us that way,
    - It’s loud, so short and sweet is key. Give us your name, walkie number/location, your scene, and a very brief description of why you’e using the walkie.
- Security
  - Every guest will go through security and a metal detector before entering the building.
  - Weapons and harmful substances will not pass through the doors.
  - In the event of an emergency, use a walkie. Nick, Jess, or Marco will get security involved if we feel the situation calls for it.
  - Staff outside of Jess, Nick, and Marco does not have permission to get security involved or give orders to security.

Breaks

Performance
- Your Creepers will be breaking you.
- Breaks will begin at 8pm
  - Your Creeper will break you for 10 minutes and give you a stopwatch. Once it goes off, it’s time to head back to scene.
  - Once your Creeper has given everyone in your Zone a break, they will begin a second round of breaks.
  - If there’s a time, a third break may be given.
  - All Creepers will check in with each other to help with breaks and to make sure everyone is getting the same amount of breaks.
  - Actors will not be breaking each other.
  - You do not need to take your break, but this will be your one chance to take one.
Event
- Your Event Lead or Floater will break you.
- Same deal, they’ll do one round and then break a second time.

Dismissal

Performance
- Your Performance Lead will follow the last group and dismiss behind them.
  - Make sure all trash is thrown away.
  - All personal belongings are taken with you.
  - All props are back in their designated spot.
  - Once a Zone is dismissed, the Performance Lead will announce it over the walkies. The Creepers for that Zone should go through one more time to make sure trash is thrown away, props are back in place, and all staff is clear from that Zone.
Event
- Once the last guest has gone through you, find your closing task and complete it.
- NOTE: Walkies need to be left on the attractions until all actors are out.

NOTE FOR ALL
- Please do not ask your Leads or Creepers when you’re going to be done or how long the line is. They will dismiss you when we’re done and give the appropriate updates throughout the night when needed.
- They are not father time and cannot predict the future and exactly when we’ll be done.

End of Weekend

Meeting
- At the end of each weekend (and usually once in the middle of our last week), we’ll do a wrap meeting.
  - This is totally non-mandatory and just a nice way to wrap the weekend.
  - We’ll get food on the extra crazy nights and just hang out for a little bit.
Wheel
- During this meeting, we’ll hand out tickets and do the wheel!
  - Each night, two people per Zone and 2 people from Event Staff will get tickets from the Leads for doing an exceptional job. You can cash those tickets in to spin the wheel and win a prize AND save your tickets up to cash in for things like TVs, contacts, or teeth.

Spirit Saturdays

Spirit Saturdays will be back for the 2024 Haunt Season! Check back here in September. Any Spirit Day Ideas can be emailed to us!

PERFORMANCE

There are many, many elements that go into making the attractions larger than life!
We take great pride in every aspect of this business and work meticulously on every little detail to really bring this thing to life.
As the Performance staff, you make up the heart of the show!
- Along with the sets, lighting, sounds, props, costumes, speaker scares, makeup, and allllllll the planning, YOU are truly what brings things to life.

Positions

Speaker Scares
- Scares (usually in an actor box) that have a specific sound a light show that’s unique to you!
- Basically the easiest and most efficient way to get a scare.
  - You aren’t ruining your voice AND they’re way less taxing physically.
  - As long as you use your speaker scare to your advantage, you’re pretty much guaranteed a scare.
Roaming Areas
- These are areas that are more open (like the Alley) and don’t have a speaker scare attached.
- Actors in here need to be skilled at keeping their distance, being more interactive, and great with body movement.
Featured Scenes
- These are scene that usually have a speaker scare but are a little more focused and theatrical.
- These are usually the scenes with more detailed costumes and silicone masks.
- The characters are always the same in these scenes.
Queue Line
- Pre-determined characters and actors (usually those featured in commercials).
- Must be incredible with dialogue, body movement, improv, and thinking on their feet.

Operations

Zones
- There are 5 Zones between the 2 Attractions.
  - Zones 1 and 2 in The Summoning
  - Zones 3, 4, and 5 in Devil’s Night.
  - View the Zones by clicking HERE
Leads and Creepers
- Your Performance Lead is Daeshawn.
- He oversees all actors while we’re operational.
- On top of being an insane actor, Daeshawn also makes sure everyone is okay, guests are behaving, and the shows are running flawlessly.
- Along with Daeshawn are the Zone Leads, or House Creepers
  - Each Zone will have 2 House Creepers/night.
  - They’re in charge of breaks and assist Daeshawn in making sure everyone is safe and things are running smoothly.
Costume and Makeup Rooms
- You’ll check in, get your costume, and change in the Costume Room.
- The makeup room is next door. This is where you’ll get your makeup done!
- There are going to be a lot of people in and out of these rooms.
  - The name of the game is to basically get in and out.
  - Please refer to the rules posted outside of each room.
Getting to Scenes
- Once the Pump Up has come to a close, you’ll grab your water, snacks, and earplugs then head to scene.
  - PRO TIP: Get your water, snacks, and earplugs into your scene before the Pump Up to move quicker.
  - If you know where you’re going, you can head to scene.
  - If you don’t know where you’re going, your Creeper will have a sign with the Zone Number on it. Line up by that number and they’ll take you.
- If you are unsure how to get from your scene to the staff lounge/bathroom and back, have your Creeper show you before the meeting.
  - If you get lost, just use a walkie to get help!
Attraction Environment
- The attractions are meant to be disorienting and, ya know, creepy. This means the majority of lighting will be a mixture of dark, dim lighting and strobes.
  - Though some rooms vary, most carry this general vibe.
- Scenes will also have fog!
  - This is totally water based AND was proven in a study to kill germs, such as Covid. Pretty cool!
  - This will not trigger asthma or make it difficult to breathe. While it may be thick at times, it’s totally water based and will not hinder your breath.
- The attractions will also be loud.
  - Marco and Nick have worked a lot to make the sound system what it is. Although it will be loud, it’s not going to be shrill and harmful. Earplugs are supplied for you if you need them!
Emergencies
- Illness or Injury
- Intentionally Harmful Customer
- Dangerous Materials in Scenes
Non-Emergencies
- Rowdy, un-harmful customers
- Lost Items (besides keys)
- Bad language
- Filming (without flash)
Lost Items
- If someone loses an item in your scene, grab it and hold on to it. Give it to your Creeper the next time you see them.
  - Everyone is told so, so many times to secure their belongings. We do not stop the shows to look for lost items, but they will fill out a slip.
- If you find car keys in your scene, grab them and run them to the nearest walkie.
  - “I have keys at walkie number…”
  - Leave the keys and someone will come grab them.
Needing to Leave
- If you need to leave your scene for whatever reason, you need to walkie us and let us know.
- If you’re going home, your Lead or Creeper will meet you in the staff lounge to help you clock out.
- This is 100% a safety thing. It’s dark and foggy in this 40,000 sqft building.
  - Even if you’re leaving because you hate it and everyone here, just let us know so we know you’re safe.
Staying in Character
- Whenever you are in a customer facing area, even walking to or from break, you need to be in character!
  - If you are walking through a queue line or another scene, stay in character but do not stay in that area. Get back to scene!
  - Only people assigned to queue or a specific scene should be acting in those spots for extended periods of time.
Helping a Customer
- If a customer wants to quit, is sick, or injured, break character and assist them out of your scene.
  - Go to the nearest walkie and contact us. Someone will come to help.
- If a customer is not leaving your scene, stay in character and try to kinda point them in the right direction.
  - If they still don’t leave, you can break character and very kindly tell them to keep moving.
  - If they STILL won’t move, call us on a walkie.
Props
- All props are in the scenes they belong in.
- Props will have a tag with their name and the scene they belong in.
- All props are pre-determined and will not be changed unless absolutely necessary.
- By using a prop, you are agreeing to treat it with respect and use it appropriately.
  - A pattern of broken props will result in losing prop privileges and possibly needing to financially compensate props.
  - You do not need to use the prop if you don’t feel comfortable using it.
Dismissal
- Daeshawn will follow behind the last group and dismiss.
- Make sure trash is thrown away.
- Make sure props are put away.
- All items that came in with you are coming out.
- Fill out any repair forms.
- Change and you are good to go!

Having the Best Night

Pacing
- Slow nights are obviously a little easier because you aren’t dealing with as many people.
  - Still make sure to pace on these nights so you aren’t going as hard as you can for the first groups and wearing yourselves out by the middle of the night.
- There will be a few busy nights this year, specifically towards the end of October.
  - These nights are so important to pace and perform exactly as you’re instructed to.
    - Usually 3 second scares.
Hydrating
- Hydrate!! Drink water. Use the Liquid IVs.
- Soda and energy drinks are not permitted while on the clock, but water and anything with electrolytes is the way you want to go!
Snacking
- Make sure to also snack throughout the night. Snacks are provided in the staff lounge.
- Healthy snacks only!
Breaks
- Take your breaks and catch your breath!
Making this YOUR time
- There are going to be really good nights and some nights where you’re tired or just not feeling it.
  - While we never want to abide by toxic positively and always feel our feelings, your time in the attractions is up to you!
  - If you’re having a bad night and maybe need to scream, use this time to scream!
  - If you’re having a good day and feel like being entertaining, be entertaining!
  - My point is to not take this too seriously. If you’re in a scene you maybe don’t like, make the best of it. These months are a lot but they’re one blip of the year.
    - If you need to take this time to just zone out and become someone else, absolutely do that. We’re all here and will have your back.
      - Come as you are and we’ll uplift!

Requests

Click HERE for Scene Requests
- This is the ONLY way to request scenes.
- Emails and verbal conversations will not count as a request.
- These also need to be made ahead of time!
  - All the info you need about making a request is listed on the forms.
Masks
- 99% of the staff wears some kind of mask.
- Masks are pre-determined and will only be changed if they don’t fit or out of a medical necessity.
Makeup
- Makeup is also predetermined and will not be changed.
  - Makeup artists have been given photos and will not be taking requests.
- All makeup has to go quickly as there is a large staff.
Costumes
- Costumes are predetermined and will only be changed if they don’t fit.
Props
- Props are predetermined and stored in the scenes they belong in.

Teamwork makes the Scream Work

A lot of planning has gone into making this the absolute best it can be. Every single person here plays a part in helping it be successful.
Your cooperation not only helps us run as smoothly as possible, but also allows us more time as a team to have fun and enjoy the good parts!
There are always, always opportunities to come to us with anything, just do so in a timely and appropriate manner.

Event Staff

As Event Staff members, you are responsible for making sure each guest has a great experience from the moment they enter the queue line until the time they exit the building!
You set the tone for the customer before they even enter the building.
You keep the crowds under control, moving, and excited during their time here!

Event Staff Positions

Event Lead
- Oversees all Event Staff
- Assists with Breaks
- Handles all Customer Care situations
Floater
- Assists the Event Lead
- Assists with breaks
- Floats around to check on all Event Staff throughout the night
Outdoor Director
- Pre-Security
  - Calls time slots and directs people to the security line
  - Repeats rules to guests before they enter the security line
    - No bags, how to show tickets, etc.
- Post-Security
  - Directs people to the correct line once they’re through security line
Ticket Scanner
- Scans tickets.
Front Door Usher
- Brings people from outside into the Front Queue.
Indoor Usher
- Receives guests from the Front Door Usher and puts them in the correct line inside.
First Attraction Entrance
- Lets people into the first attraction.
Photo Op
- Guides guests into their photo op and takes photos.
Back Queue
- First Attraction Exit
  - Greets guests as they exit the first attraction and gets them in line for the second attraction.
- Second Attraction Entrance
  - Lets guests into the second attraction.
Customer Care
- This role will usually be held by the Event Lead, but they might sometimes put someone at the exit of the second attraction to address customers and assist if need be.
Store Lead
- Oversees the store
- Assists guests
- Helps with restock and tidying
Cashier
- Assists guests with photos and merch sales
- Restocks store
- Tidies up
- Assists with Lost Items

Position and Task Boards

Position Boards
- Located in the Event Hub
- This lists all Event Positions and who’s assigned to that position for the night
Task Boards
- Each event staff member will have an opening and closing task. They will be listed on the boards in the event hub.
- There are QR codes you can scan next to the boards that detail each task.
- Each Event Staff member will need to complete their tasks upon arriving and before going home.

Pre-Security Screening Example

6:45PM
- The 7pm time slot guests are called to line up
7pm
- The 7pm time slot is admitted into the security line
7:10pm
- The 7:15 time slot and late guests are called to line up
7:15pm
- Guests are admitted into the security line.

Guest Protocol

Immediate Access gets admitted straight into the upgraded security line regardless of time slot.
Fast Pass has a shorter pre-security line but must follow time slot admittance.
General Admission must wait for the next time slot if they are late.
Groups waiting for members of their party will need to step aside and return to the back of the line when everyone has arrived.
Guests whose party has already been admitted will need to go through security alone, have their ticket scanned, and then may find their party in line.
If the guest does not possess their own ticket, they must step aside and try to contact their party to come back out and join them at the back of the line.
Bags will be admitted ONLY if there is no vehicle to store the bag.

Pacing

Pacing will be different based on how busy we are.
- You will be provided with a stop watch.
- Your Lead or Marco will let you know how to pace.

Lost Item Protocol

Guests are told multiple times across multiple platforms, messages, and announcement to secure their belongings and that we are not responsible for lost items.
The Lost and Found is located behind the Merch Counter
- We do not look for items while we’re open.
  - The ONLY exception is car keys.
- All other items will be looked for the next time we’re in the building.
- Any found items will be brought to the store if they’re found.
  - We will contact guests if their item is found and will set up a pick up time with them.
    - We cannot set a pickup time when they’re here as the item has not been found yet. They will be contacted only if the item is found.
- Guests can fill the form out by scanning the QR code on the counter.
  - The form is also located on the website.
Though we know it’s frustrating losing an item, they had every chance to secure that item.
- We will do our best to find their item once the crowds have cleared and the lights are on.
  - Usually within the next few days.

Unhappy Customer Protocol

If a customer is unhappy and a simple resolution does not seem possible, call Will or Marco immediately.
- Do not try to handle the situation yourself, especially if you aren’t 100% sure on an answer or haven’t been given direction on how to handle it.
Ask nice twice
- Never assume a customer wants to cause trouble
  - It’s fair to assume they’re frustrated, but hopefully a kind approach will help set the tone
- Guests get two chances to reciprocate a nice energy towards you before you call for backup
  - “Hey, I’m so sorry. I want to help you out, but I feel like I may not be the right person for the job! Let me call my manager and let’s figure out a resolution.”
  - Call for Will or Marco and they will come handle it.
You will NEVER be expected to sit there and be berated or belittled. While we always want to keep a calm, kind demeanor, it is never okay to sit there and take verbal abuse.
- Jess, Nick, Marco, and Will can come take over in these instances.
- We will always have your back in these situations, so please don’t hesitate to call us if things go sour, even right out of the gate.
If you notice someone suspicious or off, call us right away on the walkie.
You safety and well being are always a priority here.