Castle Cinema — Front of House Handbook

Passage

A Welcome to Castle Cinema. This handbook covers front of house roles: box office, ushering and the concession stand. Projectionists and technical staff receive a separate handbook, since the roles rarely overlap on a single shift. All front of house staff are trained to sell tickets, serve at the concession stand and usher, and are rotated between the three roles across a shift rather than fixed to one, so that no single role becomes monotonous over a long shift. B Age ratings must be checked at the box office, not at the screen door, for any film rated 15 or 18; a member of staff selling a ticket for such a film to a customer who appears under the rating's age should ask for photo ID, and refuse the sale, with a refund offered, if the customer cannot produce it or appears to be underage regardless of ID shown, since a member of staff who reasonably suspects false ID should trust their judgement over the document. C The concession stand's popcorn machine must be cleaned at the end of every shift, not just at closing, since built-up oil residue is a fire risk specifically flagged in the cinema's own safety assessment. Staff operating the machine should never leave it unattended while in use, and any burning smell, however faint, should be reported to a supervisor immediately and the machine switched off, rather than continuing to serve from it while investigating. D Latecomers arriving after a film has started may still be admitted up to twenty minutes into the film, after which the screen door is locked until the next scheduled break in admissions, usually the following showing; this policy exists because early plot events are often important to following the rest of a film, and admitting someone much later tends to generate more complaints from the latecomer themselves than refusing them would. A latecomer refused entry should always be offered a refund or a ticket exchange for a later showing. E Lost property found in a screen after a showing should be handed to the duty manager rather than kept at the box office, and logged with the screen number and approximate seat row, since this is often enough for an owner to identify their item without needing to describe it in detail. Property is kept for one month before being disposed of or donated, except for anything containing personal identification or payment cards, which is handed to the police after one week.

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