Duty Manager Training Guide

Introduction

This page will include information for trainee Duty Managers on what they should be learning in their training. This should compliment details contained within the Trainee DM Booklet.

Float Checking

We usually ask that trainee DMs turn up to screenings 45 minutes in advance of the scheduled start time - this allows for extra preparation prior to the stewards turning up.

Before your stewards arrive, you should have time to check the floats. They are kept in the grey cabinet (commonly called the DM cupboard) in the Exec office. The key is on the labelled tag in the key box in the corridor, the qualified DM will have a key to this box. It is best to keep the DM cupboard key with you during the film as you'll probably need it a number of times. Make sure that the DM cupboard is locked when you're not using it as there is a large amount of cash and other valuable equipment in there. Check that each of the two floats contain £100 and that there is a good mix of notes and coins, if not then use the space change box which is also in the DM cupboard.

Health and Safety

Check that the fire exits at the bottom of L3 are clear, make sure that there is nothing blocking either side (inside or out) of the doors and that the inner doors can be opened from the inside simply by pushing them. Be careful not to lock yourself out whilst inspecting the fire doors!

Stewards

Stewards are very important to the society, you wouldn't believe how difficult it is to run a show on your own! Generally the Stewards won't arrive together - some of the extremely keen ones may even be there before you are - so keep an eye out whilst you're setting up. Make sure you introduce yourself to them when they arrive and make sure they know to ask you if they have any problems at any point during the show. When they first arrive, the most useful thing to get them to do is to help clear up any litter in L3.

You should have three or four Stewards signed up for the film (you can check who they are on the rota). If you don't then it's a good idea to recruit any Crew who have come to watch the film; most of them will be happy to help out.

You will need to check your Stewards' levels of experience; if they've done fewer than three shows then they have a smiley face next to their name on the rota and you'll probably need to spend a bit more time with them. Check how many films they've done before and that they've all had a go at selling tickets and being on the door; if not then try to give them a job they haven't done.

If they're completely new then obviously you will need to explain everything in relation to the role they end up doing on the night - if you can get an 'Off-duty' DM to supervise them on the tills, then this provides a good opportunity for them to learn our system.

Other important things to remind your stewards include:

• The fire evacuation procedure
• What to do if we have a wheelchair user
• That we don't allow hot food, hot drinks, alcohol or popcorn in L3.

Projectionist Communication

If there isn't a Projectionist present approximately half an hour prior to the advertised start time and you don't know who it is supposed to be then check on the rota. Their contact details should be online and you can give them a call to see what's going on. If you can't get hold of them then first see whether there are any other Projectionists around for the show. If there are then it's worth asking them whether they're willing and able to cover the show.

If this isn't possible then call the Chief Projectionist (number also on the website) and try to arrange cover, either by you ringing some Projectionists or by the Chief Proj doing so and then ringing you back by a set time to let you know what's going on. Use your common sense at this point.

You need to talk to the Projectionist regularly throughout the preparation for the show:

• As soon as you see the projectionist, you'll want to check that the film is ok and that there are no major technical problems that would prevent the screening from starting on time.
• Another important thing to check is the length of the Ads and Trailers reel; it should normally be about 20 minutes long but can vary. Knowing what the first and last trailers are can help to ensure that you can be inside when the film starts.
• Find out whether the film is subtitled so that you can put out the appropriate signs to make the audience aware, and so you know if you're asked. Bear in mind that there is almost always a trainee Projectionist and you should talk to them instead of the qualified projectionist unless informed otherwise by the qualified projectionist.

You must also check that the projectionist is happy for you to start selling tickets (this will usually be yes, unless there are any significant technical problems or issues with the film).

Other important things prior to ticket selling

If there are any Crew members around, check if any of them want to stay to watch the film, if they do then you can either print them out a ticket when you first set up or ask them to come and get one in a bit (the first option is nicer and probably easier).

Check that your Stewards have picked up all the litter from within the lecture theatre.

Also have a check to see how many broken seats there are as we obviously can't sell tickets for the broken ones. If there are more than ten broken ones then it's probably worth reducing the number of tickets you sell for the show. Also make sure that there are enough seats on the balcony for you and your Stewards, if not then the 'B' rooms on the Science Concourse are a good source, just remember to put them back after the show.

Place the 'Row Reserved' signs at each end of the middle section of the back row of the theatre (these will be in the Chief DM's tray in the exec office) - this reduces the chance of people obstucting the line of projection.

Put the Comments box, paper and a couple of pens on the right hand desk on the balcony.

Take the two door stops from the Chief DMs tray - one can be used immediately to prop open the 'inside' door to the balcony and the other will be used on the outside door once the audience is permitted to enter.

Setting-up the Tills

When you leave WSC's rooms to go outside, and any time you come back in, make sure that the corridor door into L3 is closed, this not only looks neater but stops people wandering in. Take the three (or two for a show which you expect to be quiet) flight cases along with the two float boxes out with you. Get the stewards to carry the flight cases outside, but make sure they only do so if they feel comfortable (the cases can be quite heavy for some people). As Duty Manager, you are responsible for the money, so should only let a steward carry the floats if wholly necessary. Whilst setting up the trolleys and tills, it is best to place the floats under the trolleys - to keep them out of view.

Once outside, set up the laptops and ask the stewards to log in to the filmsoc page so that they can sell tickets. At very busy screenings, we generally only sell Memberships from the till nearest the window as this helps to cut down on the queue, make sure that the Stewards are aware of this (you'll have to announce it to the people in the queue in a bit). If you have enough Stewards then it's generally worth paring them up so one can use the laptop whilst the other deals with the money. It can also be a good idea to sort out who you're going to get to do the door and if you expect the show to be reasonably busy then ask them to go and stand by the door to stop people going in.

Before commencing ticket sales, it is advisable to put up the signs on the right hand corridor doors - these are usually located in one of the black trolleys on which we place the tills. The signs saying 'Please wait here until the doors are open' and 'No hot food, hot drink, popcorn or alcohol' should be attached (via Blu-tack) to the outside doors. The sign prohibiting the use of any recording equipment is placed on the unopened inside door, facing towards the outside door.

Most Stewards will either have done a show before or been to a Steward training session so should be familiar with how the system works but it's always a good idea to check. Remind them that if they have any problems then they should ask you (or another DM, or a more experienced Steward if it's a question about how to use the system).

To enable the stewards to sell tickets, you will need to activate it in the EPOS system. Full details of this can be found in EPOS for DMs.

During ticket selling

Once set-up, the floats are placed in between the tills, ensuring never to have a float at the 'open' end of the line.

Whilst the Stewards are selling tickets, remember to keep an eye on the floats. Make sure that any excess notes are put under the trays, keep the box lids on the queue side, and ensure the floats are closed when not in use. If you get desperate for change then there is a spare change box in the DM cupboard which you can use. Just remember to make sure that you put in the amount you take out.

As a general policy, we do not accept £50 notes due to the frequency of fakes and the problems it causes with change.

If it is a busy show or a queue develops for another reason then you may have to make announcements to the people in the queue. Ask them to:

• Make sure that they have their University cards ready
• To queue by the windows for membership
• To have exact change ready where possible, etc.

It may also be necessary to tell people that you're close to selling out (the number of tickets sold/available are displayed on the EPOS system) and that there may not be enough tickets for the whole queue. If there's a late show of the same film, remind them of this and hopefully some of them will come back later. Make sure you sound confident and everything should run smoothly, it's a lot easier to shout from the desk than walk down the queue repeating yourself over and over again.

Letting the Audience into L3

Generally, the earlier you open the doors the better as it helps to reduce any queueing outside L3. The time at which you let people in to L3 will be determined by how busy the show is and whether the Projectionist is ready.

Always check with the Projectionist before you open the door to make sure that everything is technically ready. As a last check there should be:

• Slides on screen
• Music playing
• The lights should be at a suitable level (ie you can see but it's dark enough to see the screen clearly).

However, these details are for the projectionist to confirm, not the DM.

Once it is confirmed that you can let the audience in, prop open the outside door with the second doorstop and talk to the Steward who is going to be on the door. If they are relatively new, explain to them that they need to check that the ticket is for the relevant screening and then tear the ticket. Also provide them with A5 publicity fliers if they are available, to distribute whilst checking the tickets.

Unless you are sure that the steward already knows this, remind them not to let anyone into L3 with hot food, hot drink, alcohol or popcorn, and again, if they have any problems to ask you.

DM Qualification

This is a test show to see if you're ready to qualify as a WSC Duty Manager. More information on what might be involved is available at the DM Qualification page.