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Empress Theatre – Front of House Volunteer Code of Conduct

As a representative of The Empress Theatre, all Front of House volunteers are expected to maintain a high standard of professionalism, respect, and reliability. This Code of Conduct ensures a safe, welcoming, and enjoyable environment for our patrons, performers, staff, and fellow volunteers.

1. Professionalism & Appearance

Arrive on time and check in with the Front of House Volunteer Coordinator or the designated supervisor such as the Concessions Supervisor or Front of House Manager.

Wear the appropriate attire or volunteer uniform as instructed. (Dress code can be found on the website) 

Maintain a neat, clean, professional, and presentable appearance.

Refrain from using phones or personal devices while on duty.

2. Respect & Courtesy

Treat all patrons, performers, staff, and fellow volunteers with kindness, respect and courtesy at all times.

Avoid engaging in arguments, gossip, or any form of disruptive behavior.

Refrain from using offensive or discriminatory language.

3. Attendance & Communication

Only commit to shifts you are reasonably certain you can attend.

Notify the Volunteer Coordinator immediately if your availability changes or if an emergency arises.   

Understand that scheduling is based on the theatre’s needs and your preferences may not always be accommodated.

4. Responsibilities

Carry out your assigned duties diligently and to the best of your ability.

Follow instructions given by the FoH Management Team. Additionally, if you have any questions regarding your responsibilities, please consult with the designated supervisor for clarification. Lastly, please refrain from training other volunteers or addressing their questions, as you may not have the most up-to-date information.

Communicate with FoH Management Team, if the Theatre Production Team deliver information (delays, etc)

5. Safety & Confidentiality

Be familiar with emergency exits and safety procedures.

Immediately report any accidents, suspicious behavior, or incidents to the FoH Management Team. The Theatre Production Team are responsible for the production and overall execution of the show, while the Front of House volunteers are dedicated to ensuring a safe, positive, and welcoming experience for all patrons.

Do not disclose internal theatre matters or personal information about patrons, staff, or other volunteers.

6. Food Handling 

Volunteers working in concessions are encouraged but not required to have a valid Food Handler’s Permit.

Follow all food safety guidelines as instructed in the Training.

7. Representation

Remember that while you volunteer at The Empress Theatre you are a representative of the organization. Your actions and attitude contribute to the public’s experience and perception of our organization.

If you have any questions or concerns, please contact:

Jordan Shami, Front of House Volunteers Coordinator volunteers@empresstheatre.com

Sara Hunter, Front of House Manager tickets@empresstheatre.com