Show Cancellation

Technical Issues

• If we are experiencing technical issues supervisors and Venue Manager’s will connect with production to assist and get an estimate on when and if we will be able to move forward with the show. Management will inform Box Office, Retail, Gallery Attendants, Maintenance and Cafe/Bar that we are experiencing technical issues.

• If guests are inside the gallery while the tech issues are happening we may as attendants to assist with clearing the gallery so tech can troubleshoot.

• It is important that at this time you remain calm and inform guests that we are experiencing technical issues and that we are hoping to resolve them shortly. Supervisors and Venue Manager's will do their best to give updates and time estimates on when these issues will be resolved. If the issue persists for longer than expected, we will move patrons into the next time slot. If we cannot resolve the issue by the next time slot we will move forward with our show cancellation protocols.

• What managers do - Connect with our Director of Operations and Vice President of Operations. We reach out to our box office and customer service team to email appropriate channels to initiate their cancellation practices.

• What staff do - Relay the information you have received from Supervisors or Venue Manager's (ie. estimated time of restart, time of next show, etc.) if the guest does not want to wait for the fix or the next show, apologize to our guests and inform them that they can reschedule their ticket to return for a different time slot that day or reschedule for a different day . If a patron is extremely upset, call a supervisor or Venue Manager. 

Inclement Weather

• Venue Manager’s will reach out to our Director of Operations and Vice President of Operations. Together they will determine the next action steps. If it is decided that the safest outcome is to close the venue, staff and patrons are sent home immediately and the appropriate channels to initiate their cancellation practices.