Unusual Situations

Overview

Duty Managers need to be able to think on their feet to deal with a situation as it occurs and evolves. However there are some extreme examples all Duty Managers should know before working on a show which are described below. The steps taken are by no means the only way to look at the problem but to give you an example to follow and the priorities that should be taken. If you feel there is a better way to deal with the issue then please contact the Chief Duty Manager and he will add it as his discretion.

Shutdowns

Shutdowns consist, in their most basic form, of shutting down the projector. Most commonly they involve contacting the projectionist and asking them to put the slideshow back on after the trailers but before the film to 'buy some time'. From a Front of House perspective this mainly occurs due to overrunning ticket sales, which could be down to a number of issues including large audience numbers or a delay in ticket sales, resulting in not being able to process all the sales before the film starts. It is better to decide early on that you may need a shutdown as it is good practice to keep the projectionist informed on the risk as it develops. This then allows them to be prepared for the shutdown if it is still required. Similarly to avoid an end of show panic it's a good idea to tell the projectionist to do a shutdown unless told otherwise if you suspect you may need one.

Once the shutdown has occurred the Duty Manager must clear the queue (or other issue) as soon as possible to reduce the delay to the audience. It is often a good idea to go back to the projectionist and ask them to restart the film as the last few tickets are being sold.

Note: Weaponising a Shutdown

On some occasions audience members may be presenting a hazard to the show. This could be due to trying to photograph it, drunken behaviour, etc. This should be used only as a last resort before calling Security , the point being to 'embarrass' the person into leaving so the show can restart. This is done by asking the projectionist to stop the film and asking them to restart it once the situation has been resolved. If this hasn't worked to removed the offending individual then

Issues in L3

Sometimes there may be serious issues with L3 other than simply tidying. The most common issues are Health & Safety related however some other group may think they have it booked. In the latter situation as the Duty Manager you can refer to the printed copy of the room bookings timetable on the Exec Office wall. If this fails to induce motion then the online room bookings can be checked and if that doesn't work security should be called who will confirm and enforce the room booking. Similarly, if the room is locked security can be called who will then open it.

On the subject of Health & Safety these issues should become obvious when you perform the checks inside of L3. Many issues can be dealt with relatively simply such as an object blocking the doors however instances where H&S are severely compromised require more attention. For instance one of the Fire Escapes is locked or unusable it is important to know if it is safe to use the room. This is done by calling and inquiring of Security whether it is OK. In this example if it is OK then an announcement should be made before the film to inform the audience that in the event of an emergency that escape route is unusable.

Should something in L3 be broken, such as a seat or desk, the show is still OK to continue. If it poses a genuine H&S concern it can be taped off so the audience don't use it but only do this sparingly. On discovering an issue inform Security when possible so that we don't get the blame for breaking it. In most cases they know but it is best to play it safe. In general the best solution if you are in doubt is to contact Security or the Chief Duty Manager, as they tend to have their finger on the pulse.