WELCOME
TO
THE
ADAMS
CENTER
General Event
Staff Training
General Event Staff Training
Staff Presentation
As a member of the event staff team, you should be approachable to
guests. You should constantly present yourself in the utmost professional
manner. Here are some things to keep in mind:
• Be positive, polite, courteous and helpful at all times
• Be professional and calm when dealing with problems and conflict
• Dress appropriately according to venue policy as to garner the most
General Event Staff Training
respect and authority
• Never celebrate at events
• Never engage talent unless they engage with you
• Never ask for photos, autographs or personal effects of artists or their
staff
Keep in mind you are an ambassador of the Adams Center. The core of
our mission is customer service. First impressions aren’t forgotten, treat
our guests and vendors kindly.
General Event Staff Training
Professional Code of Conduct
Our guests expect a professional experience when they come to the Adams
Center for an event. The following are some tips to assist you in giving
them that experience.
 Greet guests with eye contact and ask if they need assistance.
 Be proactive by asking people if they need any help.
 Remain at your post and visible at all times unless otherwise directed by
your supervisors. If you must leave, inform your supervisor and wait for
coverage to arrive.
 Never respond to a guest request with “I don’t know,” Please respond
with “Let me find out what I can do for you” and follow through with
getting an answer for them.
 Report all emergencies, hazards and medical situations to supervisor
 Become knowledgeable of your surroundings before each shift as it may
change with each vendor.
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Layout of the building
Aware of emergency exits
Knowledgeable of the venues policies and procedures
General Event Staff Training
Personal Code of Conduct
While working for the Adams Center you are responsible for the safety of our guests.
You are here to attend to your employee responsibilities and not here to take part in
the events activities or enjoy the show being presented. Please use the following
Personal Code of Conduct guidelines:
 Staff should clock-in and out on the correct time entry software.
 Staff should wear black pants or khakis and an Adam Center Event Staff collared
shirt during their shift. Clothing with holes is not allowed.
 Protective footwear should be worn, no open toed shoes.
 Personal cell phones can only be used while on shift to contact your supervisor or
calling for assistance in an emergency. Personal use can only occur during allotted
break times.
 Staff are not allowed to sit during sound check or after show has started unless
provided with a chair.
 The University of Montana is a Non Tobacco Campus. Smoking and vaping are not
allowed.
 The consumption of alcoholic beverages or drug usage during your shift is
forbidden. Those individuals deemed to be under the influence will be relieved of
their duties.
General Event Staff Training
Guest Relations – Customer Problem Solving
When confronted with a conflict, here are some tips to help you deal with
the situation and keep everyone calm. (Please Note: You can call a
supervisor at anytime to take over and deal with the situation instead.)
 Listen to all viewpoints that are being presented
 Find out what outcome they would find acceptable
 Show empathy to their issue
 Be honest and attempt to achieve that solution
 Be respectful of the guest and don’t take their response personally
 Avoid playing judge and assigning blame
 Avoid exhibiting your own anger
 Focus on finding the best solution to the conflict even if everyone has
to compromise
 End on a positive note
General Event Staff Training
Disabilities - Communication
It is important to learn the proper methods for communicating with people
with disabilities.
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Using "person with a disability" is preferred when it is necessary to make
reference to the fact that an individual has a disability.
When talking to a person with a disability, speak directly to that person.
It is never appropriate to ask what is their disability.
It is appropriate to offer to shake hands when possible. Using either
hand is acceptable. If you offer assistance, wait until the offer is
accepted and then listen or ask questions.
Treat adults as adults.
Listen attentively and be patient when you are talking with a person who
has difficulty speaking.
If a person is visually impaired, identify yourself and the others with you.
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No pets are allowed unless they are a service or companion animal.
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General Event Staff Training
Disabilities – Service Animal Policies
Pets are not allowed in the Adams Center unless they are a service or
companion animal. All service animals must be attached to a leash and the
guest must have complete control over the animal at all times. Please let a
supervisor know if you or a guest are having trouble or need assistance.
General Event Staff Training
Disabilities – Service Animal Types
 SERVICE – Specifically trained to perform a
service for people with disabilities
 THERAPY - Owned by a therapist, who uses the
animal with clients as a component of their
therapy
 COMPANION – Pets that are necessary for the
participation in University programs by the
person with a disability (These animals are only
needed for housing and transportation.)
General Event Staff Training
Radio Etiquette
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Keep ALL communications short and to the point.
 Think about what you would like to say before you start.
No profanity
 All radio channels are monitored.
Don’t yell into the radio as it distorts your voice.
State who you are, who you are trying to reach.
 “Brad to Adrien” with the response, “Brad, this is Adrien”
 Once the person you are trying to reach responds, state your
issue.
If it is a private matter, ask that the communication be switched
to a different channel to avoid it being broadcast to everyone.
Personal communication is prohibited.
General Event Staff Training
General Event Staff Training
Protecting Our Guests
Along with providing our customers the best customer experience you can,
the other most important part of your job is being aware and managing any
risk to people and property in the building.
Risk management is identifying the potential for loss, damage or
destruction to an asset as a result of a threat exploiting a vulnerability.
Understanding the difference between vulnerabilities and threats is the first
step in understanding the risk to Adams Center assets.
 Asset – People (Employees, guests, talent contractors), property, and
information.
 Vulnerability – Weaknesses or gaps in security and policy.
 Threat – Anything that can exploit a vulnerability, intentionally or
accidentally, and obtain, damage, or destroy.
General Event Staff Training
Vulnerabilities
You need to monitor and anticipate the actions of guests to
help minimize vulnerabilities. Guests can:
 Trip over curbs, stairs and cracks, carpet
 Walk in front of cars
 Leave things unattended
 Not drink enough water and become dehydrated
 Not follow instructions.
 Too many people in the ADA areas
 Cutting through ADA areas
General Event Staff Training
Threats
The Department of Homeland Security has prioritized special
events as potential targets because they attract large crowds and
generate significant public attention. This means additional
security measures must be taken to ensure a safe event.
Many things can be threats to a venue. Here are some you may
come across:
 Car parked in the wrong place
 TV or electric cable laying across the ground
 Intoxicated guest
 Spills or melted snow
 Thunderstorms can create emergency conditions
 Something out of place like backpacks or abandoned items
Look at the conditions around and ask yourself: Is there any way I
can be injured knowing the condition exits? If the answer is yes,
then it is a threat. You must take all necessary precautions to
ensure safety and security of employees and patrons.
General Event Staff Training
Reporting Risks
You must determine if intervention is needed in order to contribute
to the safety and security of the venue and it’s guests. To
determine risks:
 Be hypersensitive and aware so that you noticed anything out of
place or may cause injury (i.e. back pack, car parked where it
shouldn’t be, spills, intoxicated guest)
 Communicate all suspicious activity immediately to a supervisor
 A good rule of thumb is “better to communicate that not
communicate at all.”
By communicating you are taking action to prevent injuries.
Supervisors are there to support you. The more you communicate
the issues – the quicker the problem will be resolved.
General Event Staff Training
Emergency – Responsibilities
As a member of the event staff team you must:
 Familiarize yourself before every event with entrances and
exits around your post and report any potential problems.
 Make sure all exits are clear of obstacles and easily
accessible.
 Be willing to assist and be accessible in the event of an
emergency.
 Control energy through your voice and non-verbal
communication.
 Be calm, accurate and frequent when calling to guests to
direct them to the nearest exit.
 Know that remaining calm under stressful conditions will
allow you to help others who may be under stress.
General Event Staff Training
Emergency - 1903
Iroquois Theater Fire
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Scenery caught fire from an unprotected light during a packed
performance
A so-called fireproof curtain failed to close completely close,
allowing the flames to escape into the seating area
Several exits were blocked, all the doors opened inward,
some had unfamiliar style releases
which no one knew how to operate
while others were just hidden behind
curtains.
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575 people lost their lives
General Event Staff Training
Lesson’s Learned
It is the responsibility of management to check and double check all
safety equipment before an event but as part of the team you
should notice all safety equipment in your area and report any
potential problems.
It is important to:
 Make sure all exits are clear of obstacles and easily accessible
 Use your voice to direct patrons in the event of an emergency
 As a Door Guard you need to open doors immediately and direct
patrons to the exit
 Notice where to direct patrons once outside the building (Put
one building between the guests and the AC and not into the
parking lot, save for first responders)
General Event Staff Training
Emergency - 2003
Station Nightclub / Great White Fire
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Pyrotechnics used in the live show ignited sound dampening
foam from around the stage
100 people died from the fast moving fire
After Fire Marshall came through they covered windows and
moved equipment to block doorways.
The “Door Guard” at the back doors was told not the let anyone
out during the concert. When the fire broke out, they didn’t
open doors and make them emergency exits.
The windows were painted black to keep the light out.
Therefore no one knew they were there.
https://www.youtube.com/watch?v=OOzfq9Egxeo
General Event Staff Training
Emergency – Evacuation
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Familiarize yourself before every event with entrances and
exits around your post and report any potential problems.
If you are properly prepared, you will be able to make a
significant difference in an actual evacuation.
As soon as an emergency is announced on the Public
Address System, you need to listen and follow all directions
being announced.
In the event of an evacuation, event staff need to remain
calm and help guests safely exit first before their selves.
Once outside direct guests to campus center and not the
parking lots so emergency vehicles can approach easily
Everyone must be 300 feet from the building or at least put
one building between themselves and the Adams Center
General Event Staff Training
Medical Emergency
If handling a medical emergency:
 Assess the severity of the emergency
 Call dispatch for public safety or EMT – Report
your name, location and issue
 Keep others calm
 Encourage guests not to congregate so
responders can have quick access
General Event Staff Training
Emergency – Reporting
As hard as we try to keep everyone out of harm’s way, accidents
and emergencies do happen. If you witness a medical
emergency, law enforcement action or other situation you are
required before you leave your shift to:
 Completely fill out an Incident Report in AC office, noting
the time, conditions and anything out of ordinary the guest
encountered. (Even if the guest refuses help.)
 It only takes a minute and provides us with vital
information.
 If information is required of an incapacitated person, try to
get it from witnesses or the response team after individual
has been removed from the scene.
General Event Staff Training
Arena Floor Evacuation
General Event Staff Training
nd
2
Floor Evacuation
General Event Staff Training
rd
3
Floor Evacuation
General Event Staff Training
Venue Layout
o All seating sections
beginning with a “1”
are on the floor.
o Smaller Numbers,
(102, 103, 104) are on
the west
o Larger Numbers (108,
109, 110) are on the
east
o “MF” means folding
chairs on the Main
Floor
General Event Staff Training
Venue Layout
Sections 201, 202, 203 & ½
of 204 are West Sections
General Event Staff Training
Venue Layout
Sections 211, 210,
209 & ½
of 208 are East
Sections
General Event Staff Training
Venue Layout
½ of Section 204, Sections 205, 206, 207 & ½
of Section 208 are South Sections – accessed
from the Hall of Champions
General Event Staff Training
Thank you for being part of
the Adams Center Team!