Front of House

Introduction

The Front of House (FOH) operation is the audience’s first and last point of contact with your production. While the magic happens on stage, the complete theatrical experience begins the moment patrons consider attending and continues well after the final curtain. At Encore, our Front of House operations not only facilitate the logistics of audience attendance but also extend our educational mission by creating an environment where the work of our young artists is presented with professionalism and care.

“The audience is the most revered member of the theater. Without an audience, there is no theater.” — Viola Spolin

This guide provides a structured approach to Front of House operations that complements the artistic work happening behind the curtain and enhances the overall impact of Encore productions.

Front of House Team Roles

Essential Front of House Positions

Front of House Manager

• Oversees all audience-facing operations

• Supervises volunteer ushers and box office staff

• Coordinates with Stage Manager on performance timing

• Handles audience concerns and special situations

• Ensures venue is prepared for audience arrival

Box Office Manager

• Manages ticketing system and sales records

• Handles reservation changes and special requests

• Reconciles daily ticket sales

• Trains box office volunteers

• Reports sales data to production management

Ushers

• Greet patrons and check tickets

• Distribute programs

• Guide patrons to seats

• Monitor audience areas during performance

• Assist with special needs accommodations

Concessions Manager

• Orders and maintains inventory

• Sets up concessions area

• Manages volunteers

• Handles cash transactions

• Ensures compliance with food handling regulations

Volunteer Management

• Create detailed position descriptions for each volunteer role

• Develop a volunteer recruitment plan

• Schedule adequate coverage for each performance

• Provide clear training materials and sessions

• Express appreciation through recognition and acknowledgment

Pre-Production Planning

Venue Assessment

• Evaluate entrance and exit pathways

• Confirm seating capacity and layout

• Identify accessibility features and limitations

• Determine lobby and concessions space

• Locate restroom facilities and water fountains

Timeline Integration

• Add FOH milestones to master production calendar:

  • Box office setup

  • Ticketing system launch

  • FOH volunteer recruitment deadline

  • FOH training sessions

  • Lobby decoration installation

Audience Journey Mapping

• Document each step in the audience experience:

  • Initial ticket purchase

  • Arrival at venue

  • Ticket check

  • Program distribution

  • Seating

  • Intermission

  • Exit

  • Post-show engagement

• Identify potential pain points and solutions

• Create opportunity points for audience enhancement

Budget Planning

• Allocate resources for:

  • Printed programs

  • Signage

  • Lobby displays

  • Audience amenities

  • Volunteer appreciation

  • Point of sale systems

  • Concessions startup inventory

Box Office Setup and Management

Ticketing System Selection

• Choose between options:

  • Online ticketing platforms

  • Traditional box office software

  • Hybrid systems

• Evaluate based on:

  • Ease of use

  • Cost structure (percentage vs. flat fee)

  • Reporting capabilities

  • Customer experience

  • Integration with marketing efforts

Ticket Structure and Pricing

• Develop clear pricing tiers:

  • Standard admission

  • Student/senior discounts

  • Group rates

  • Premium seating (if applicable)

• Consider special ticket types:

  • Preview performances

  • Opening night packages

  • Season subscriptions

  • Flex passes

Reservation Policies

• Establish and communicate policies for:

  • Exchanges and refunds

  • Late arrivals

  • Waitlist procedures

  • Group bookings

  • VIP accommodations

Box Office Training

• Train all staff and volunteers on:

  • Ticketing system operation

  • Customer service protocols

  • Troubleshooting common issues

  • Special accommodation procedures

  • Emergency response

Reporting Systems

• Create templates for:

  • Daily sales reports

  • Performance attendance tracking

  • Revenue reconciliation

  • Demographic data collection (as permitted)

  • Post-production analysis

Audience Experience Enhancement

First Impressions

• Design welcoming entrance experience

• Create clear, professional signage

• Ensure lobby area is clean and well-lit

• Consider music or displays that connect to production theme

• Train FOH staff to greet patrons warmly

• Set up photo opportunities with production-themed backdrops

• Use digital ticket scanning for efficient check-in

Program Development

• Create informative, engaging programs:

  • Production information and synopsis

  • Cast and crew biographies

  • Director’s notes

  • Educational content about the production

  • Acknowledgments and thanks

  • Information about Encore and future productions

• Consider digital program options for sustainability

• Include QR codes linking to additional online content

• Add interactive elements that enhance audience understanding

Lobby Displays

• Develop displays that enhance understanding:

  • Production concept boards

  • Costume renderings

  • Behind-the-scenes photographs

  • Information about the play/musical

  • Educational context relevant to production

• Create instagrammable moments where patrons can take photos

• Display positive reviews and testimonials from previous productions

Add-On Experiences

• Consider enhancing offerings:

  • VIP receptions

  • Behind-the-scenes tours

  • Pre-show talks

  • Post-show discussions

  • Character meet-and-greets (appropriate for youth productions)

• Offer packages that bundle add-ons with tickets

• Create special experiences for first-time attendees

• Develop exclusive offerings for loyal patrons

• Consider premium seating options with special benefits

Merchandise and Concessions

• Align offerings with production theme

• Consider show-specific merchandise:

  • Production t-shirts

  • Posters

  • Cast recordings (if applicable)

  • Custom items related to show

• Plan appropriate concessions:

  • Intermission refreshments

  • Pre-show offerings

  • Special themed items

• Pre-set concessions to minimize lines during intermission

• Offer pre-ordering options for intermission refreshments

• Create merchandise bundles at different price points

Performance Procedures

Pre-Show Preparation

• FOH Manager checklist:

  • Building open and secure

  • Lobby and house clean and ready

  • Signage installed

  • Programs counted and ready

  • Box office prepared

  • Volunteers briefed and in position

  • Communication system with Stage Manager tested

Audience Management Timeline

• Establish clear timeline:

  • Box office opens (typically 1 hour before curtain)

  • House opens (typically 30 minutes before curtain)

  • First call announcement (15 minutes before curtain)

  • Second call announcement (5 minutes before curtain)

  • Final seating of latecomers (as determined by production needs)

Communication with Production Team

• Establish protocols with Stage Manager:

  • House opening confirmation

  • Late patron seating policy

  • Intermission length and flexibility

  • Emergency procedures

  • Performance timing updates as needed

Intermission Management

• Prepare for efficient intermission:

  • Pre-set concessions to minimize lines

  • Ensure adequate restroom signage

  • Position volunteers to assist with questions

  • Coordinate timing cues with Stage Manager

  • Plan return-to-seats announcements

Post-Show Procedures

• Organize efficient exit procedures:

  • Position volunteers to thank patrons

  • Collect programs for recycling if desired

  • Secure lost and found items

  • Clear lobby of trash and personal items

  • Prepare for next performance if applicable

Special Accommodations

Accessibility Preparations

• Ensure accommodations for:

  • Wheelchair access and seating

  • Hearing assistance devices

  • Vision-impaired patrons

  • Service animals

  • Sensory-sensitive audience members

Special Performances

• Plan for specialized performances as appropriate:

  • ASL-interpreted shows

  • Audio-described performances

  • Sensory-friendly adaptations

  • Relaxed performances for neurodiverse audiences

  • Student matinees with educational components

Group Management

• Develop procedures for:

  • School group arrivals and departures

  • Senior center visits

  • Large family groups

  • Community organization attendance

Safety and Emergency Procedures

Venue Safety Preparation

• Create and review safety protocols:

  • Fire evacuation routes and procedures

  • Medical emergency response

  • Severe weather procedures

  • Disruptive patron management

  • Lost child protocols

Training Requirements

• Ensure all FOH staff and volunteers are trained in:

  • Exit locations and procedures

  • Fire extinguisher locations

  • First aid kit locations

  • Emergency contact procedures

  • Chain of command during emergencies

Documentation and Reporting

• Create systems for:

  • Incident reports

  • Accident documentation

  • Near-miss reporting

  • Suggestion documentation

  • Safety improvement processes

Post-Show Engagement

Audience Connection Maintenance

• Develop post-show engagement strategies:

  • Send thank-you emails with production photos within 48 hours

  • Distribute post-show surveys for feedback

  • Create social media engagement opportunities

  • Send invitations to future productions

  • Share behind-the-scenes content that extends the experience

Survey Implementation

• Create brief, focused post-show surveys asking about:

  • Overall experience rating

  • Favorite aspects of the performance

  • How they heard about the show

  • Ease of ticket purchase process

  • Suggestions for improvement

  • Likelihood to attend future productions or recommend to friends

Review and Testimonial Collection

• Encourage audience members to share experiences through:

  • Direct links to review platforms in follow-up emails

  • Small incentives for leaving reviews

  • Branded hashtags for social media sharing

  • Photo opportunities that promote social sharing

Community Follow-Up

• Plan continuing engagement:

  • Share production highlights and photo galleries

  • Acknowledge community partners and sponsors

  • Distribute educational materials related to the production

  • Invite feedback from community organizations

  • Maintain relationships with local businesses that supported the production

Future Production Promotion

• Begin promoting upcoming events in post-show communications

• Offer early access or special discounts to recent attendees

• Create excitement for the next production with sneak peeks

• Develop a strategic communication calendar to maintain engagement between productions

Data Collection and Analysis

• Gather and analyze:

  • Attendance patterns and ticket sales metrics

  • Demographic information (as available)

  • Feedback themes and satisfaction levels

  • Revenue breakdown and average order value

  • Volunteer performance and satisfaction

  • Marketing effectiveness (which channels drove attendance)

  • Add-on purchase patterns

Conclusion

Effective Front of House operations create a seamless, welcoming environment that elevates the audience experience and showcases the work of Encore’s young artists in the best possible light. By thoughtfully planning each aspect of the audience journey, we not only ensure logistical success but also extend our educational mission into every interaction with our community.

Remember that for many patrons, their interactions with your Front of House team will form their first and last impressions of your production. These moments are opportunities to demonstrate the professionalism, care, and educational focus that defines Encore productions.

The curtain rises and falls on the performance, but the complete theatrical experience begins at the first point of contact and continues long after the applause fades. Your Front of House operations can transform an evening of theater into a meaningful connection between your young artists and their community.

Front of House Checklist

Pre-Production Phase

Venue Assessment

• Evaluate entrance and exit pathways

• Confirm seating capacity and layout

• Identify accessibility features and limitations

• Determine lobby and concessions space availability

• Locate restroom facilities and water fountains

• Check accessibility compliance (wheelchair access, hearing assistance)

• Document potential safety hazards or concerns

Timeline Integration

• Add FOH milestones to master production calendar

• Schedule box office setup date

• Plan ticketing system launch date

• Set FOH volunteer recruitment deadline

• Schedule FOH training sessions

• Plan lobby decoration installation timeline

Budget Planning

• Allocate budget for printed programs

• Budget for signage and lobby displays

• Plan for audience amenities costs

• Allocate funds for volunteer appreciation

• Budget for point of sale systems

• Plan concessions startup inventory budget

Audience Journey Planning

• Map complete audience experience from ticket purchase to exit

• Identify potential pain points and solutions

• Create opportunity points for audience enhancement

• Plan special experiences and add-ons

• Design photo opportunities and social media moments

Box Office Setup

Ticketing System

• Select and set up ticketing platform

• Test all ticketing system functions

• Configure seating charts and pricing tiers

• Set up online ticketing integration

• Test payment processing systems

• Create ticket design and branding

Pricing and Policies

• Establish pricing structure (standard, student, senior, group rates)

• Create exchange and refund policies

• Develop late arrival procedures

• Establish waitlist procedures

• Set group booking policies

• Plan VIP accommodation options

Reporting Systems

• Create daily sales report templates

• Set up attendance tracking systems

• Develop revenue reconciliation procedures

• Plan demographic data collection (as permitted)

• Create Post-Production analysis framework

Volunteer Management

Recruitment and Staffing

• Create detailed position descriptions for each volunteer role

• Develop volunteer recruitment plan

• Schedule adequate coverage for each performance

• Recruit Front of House Manager

• Recruit Box Office volunteers

• Recruit Ushers (adequate number for venue size)

• Recruit Concessions volunteers

Training Preparation

• Create training materials for each position

• Schedule training sessions for all volunteers

• Prepare volunteer handbook

• Plan volunteer recognition and appreciation events

• Set up volunteer communication system

Training Execution

• Conduct FOH Manager training

• Train Box Office volunteers on ticketing system

• Train Ushers on greeting and seating procedures

• Train Concessions volunteers on food handling and sales

• Conduct emergency procedures training for all volunteers

• Review customer service protocols with all staff

Audience Experience Preparation

Program Development

• Create program content (cast bios, production info, director’s notes)

• Include educational content about the production

• Add acknowledgments and sponsor recognition

• Include information about Encore and future productions

• Consider digital program options

• Include QR codes for additional online content

• Proofread and finalize program design

Lobby and Displays

• Design welcoming entrance experience

• Create clear, professional signage

• Set up production concept displays

• Install costume renderings and behind-the-scenes photos

• Create educational context displays

• Set up photo opportunities with production-themed backdrops

• Ensure lobby is clean and well-lit

Merchandise and Concessions

• Order show-specific merchandise (t-shirts, posters, etc.)

• Plan concessions menu and pricing

• Set up concessions area and equipment

• Train volunteers on merchandise sales

• Create merchandise display areas

• Plan pre-ordering options for intermission refreshments

Performance Day Preparation

Venue Preparation

• Open and secure building

• Clean lobby and house areas

• Install all signage

• Set up box office area

• Prepare programs for distribution

• Set up concessions area

• Test all equipment (credit card readers, devices, etc.)

Staff Preparation

• Brief all volunteers on their roles

• Test communication system with Stage Manager

• Review emergency procedures with team

• Confirm volunteer positions and schedules

• Distribute volunteer supplies and materials

Final Checks

• Verify seating area is clean and ready

• Check that all accessibility accommodations are in place

• Confirm special seating arrangements

• Test hearing assistance devices

• Verify lost and found area is set up

Performance Procedures

Pre-Show Timeline

• Open box office (1 hour before curtain)

• Open house for seating (30 minutes before curtain)

• Position ushers and volunteers

• Begin greeting and seating patrons

• Distribute programs

• Make first call announcement (15 minutes before curtain)

• Make second call announcement (5 minutes before curtain)

• Seat final latecomers according to policy

During Performance

• Monitor lobby and house areas

• Handle any audience concerns or issues

• Prepare for intermission (if applicable)

• Maintain communication with Stage Manager

• Address any emergencies or special situations

Intermission Management

• Open concessions and serve refreshments

• Position volunteers to assist with questions

• Monitor restroom areas

• Coordinate timing with Stage Manager

• Make return-to-seats announcements

• Secure concessions area

Post-Show Procedures

• Position volunteers to thank patrons

• Organize efficient exit procedures

• Collect programs for recycling if desired

• Secure lost and found items

• Clear lobby of trash and personal items

• Secure building and equipment

Special Accommodations

Accessibility Preparations

• Ensure wheelchair access and designated seating

• Set up hearing assistance devices

• Prepare accommodations for vision-impaired patrons

• Plan for service animals

• Prepare for sensory-sensitive audience members

Special Performances

• Plan for ASL-interpreted shows (if applicable)

• Prepare for audio-described performances (if applicable)

• Set up sensory-friendly adaptations

• Plan for relaxed performances for neurodiverse audiences

• Coordinate student matinees with educational components

Group Management

• Coordinate school group arrivals and departures

• Plan for senior center visits

• Manage large family groups

• Coordinate with community organization attendance

Post-Show Engagement

Immediate Follow-Up

• Send thank-you emails with production photos (within 48 hours)

• Distribute post-show surveys for feedback

• Create social media engagement opportunities

• Collect and organize patron contact information

• Document any issues or feedback received

Review and Testimonial Collection

• Send direct links to review platforms in follow-up emails

• Encourage social media sharing with branded hashtags

• Collect testimonials and positive feedback

• Document photo opportunities that promoted social sharing

Data Analysis

• Analyze attendance patterns and ticket sales metrics

• Review demographic information (as available)

• Compile feedback themes and satisfaction levels

• Calculate revenue breakdown and average order value

• Assess volunteer performance and satisfaction

• Evaluate marketing effectiveness

Future Promotion

• Begin promoting upcoming events in post-show communications

• Offer early access or special discounts to recent attendees

• Create excitement for next production with sneak peeks

• Develop strategic communication calendar for engagement between productions

Season Wrap-Up

Final Documentation

• Complete final attendance and revenue reports

• Archive all promotional materials and photos

• Document lessons learned and improvements for next season

• Create final volunteer appreciation recognition

• Submit final reports to production management

Relationship Maintenance

• Send final thank you to all volunteers

• Maintain relationships with community partners and sponsors

• Plan volunteer retention strategies for next season

• Document successful processes for future productions

Planning for Next Season

• Evaluate and improve FOH procedures based on feedback

• Update volunteer training materials

• Plan recruitment strategies for next season

• Budget for next season’s FOH operations

Ongoing Responsibilities (All Phases)

• Maintain professional, welcoming demeanor representing Encore

• Uphold safety and emergency procedures at all times

• Support Encore’s educational mission in all patron interactions

• Document and report any incidents or concerns

• Communicate regularly with Stage Manager and Production Manager

• Ensure accessibility and inclusion for all patrons

• Represent Encore’s values of respect, professionalism, and community engagement

• Maintain confidentiality of patron information

• Stay updated on production information to answer patron questions

• Foster positive relationships with volunteers and staff

Remember: This checklist ensures that every aspect of the Front of House operation supports Encore’s mission while creating a professional, welcoming environment for audiences. The Front of House team is often the first and last impression patrons have of Encore, making this role crucial to the organization’s success and community reputation.

Related

• Stage Manager
• Box Office Manager
• Volunteer Handbook
• Production Manager

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Status: Working · Portal: Team · Last reviewed: 2026-05-11 · Owner: Rhett