UPON THIS ROCK PRODUCTIONS
12 ANGRY JURORS
FRONT OF HOUSE TEAM — PLANNING & MASTER OPERATIONS PLAN
Production Dates: September 25–27, 2026
Venue: UTR Dinner Theatre — Lower Level of The Streams Church
Front of House Operations: First-Floor Lobby & Sanctuary
3425 Boulevard Place, Indianapolis, IN 46208
1. FRONT OF HOUSE MISSION
The Front of House (FOH) Team is responsible for managing the complete guest arrival and departure experience for all three performances of 12 Angry Jurors.
The first-floor lobby serves as the primary Front of House operations area.
FOH responsibilities include:
Guest welcome and reception
Ticket scanning
Box Office operations
Walk-up ticket sales
Will Call
Dinner & Show / Show Only guest identification
Wristband distribution
Patron Card distribution and collection
Sanctuary holding area
Guest traffic flow from the first floor to the lower-level UTR Dinner Theatre
Chairlift operations
Accessibility assistance
Vendor recruitment and coordination
Vendor booth setup in the first-floor lobby
UTR Merchandise Booth
Kyle J. Guyton Youth Performing Arts Camp Summer 2027 registration/preregistration booth
SCS Publishing Book Booth
Coordination with Hospitality/Dining Room
Coordination with Production/Stage Management
Late-arriving patrons
Post-show guest departure
2. FRONT OF HOUSE LEADERSHIP STRUCTURE
FRONT OF HOUSE LEAD
The Front of House Lead oversees all first-floor guest operations and serves as the primary communication point between FOH, Hospitality/Dining Room, Production and other event leadership.
Recommended structure:
FRONT OF HOUSE LEAD
↓
Box Office Lead
Welcome/Ticket Scanning Lead
Patron Card Coordinator
Sanctuary Holding Area Lead
Chairlift/Accessibility Lead
Vendor Coordinator
UTR Merchandise Booth Lead
Kyle J. Guyton Summer Camp Registration Lead
SCS Publishing Book Booth Lead
Guest Services/Floaters
Each area lead reports to the FOH Lead.
3. FIRST-FLOOR LOBBY OPERATIONS
The first-floor lobby should function as an organized Guest Services Center rather than simply an entrance.
The lobby should include designated zones for:
AREA 1 — WELCOME & TICKET SCANNING
First point of contact for arriving guests.
AREA 2 — PATRON CARD DISTRIBUTION
Patron Cards are given to all successfully scanned patrons before they proceed toward the lower-level theatre.
AREA 3 — BOX OFFICE / WILL CALL
For ticket purchases, Will Call and ticketing problems.
AREA 4 — UTR MERCHANDISE BOOTH
For the sale and promotion of Upon This Rock Productions merchandise.
AREA 5 — KYLE J. GUYTON SUMMER CAMP REGISTRATION
Dedicated information and preregistration area for the Kyle J. Guyton Youth Performing Arts Camp — Summer 2027.
AREA 6 — SCS PUBLISHING BOOK BOOTH
Dedicated booth featuring SCS Publishing titles, including:
My Story His Glory
Mind Wars
AREA 7 — VENDOR BOOTHS
Approved community/business vendors.
AREA 8 — SANCTUARY ENTRANCE
Direct guests into the holding area when necessary.
AREA 9 — CHAIRLIFT/ACCESSIBILITY
Clearly identified route for patrons requiring assistance to the lower level.
The lobby layout must preserve clear pathways between all areas.
4. GUEST ARRIVAL FLOW
The preferred guest flow is:
BUILDING ENTRANCE
↓
WELCOME
↓
TICKET SCANNING
↓
WRISTBAND DISTRIBUTION
↓
PATRON CARD DISTRIBUTION
↓
BOX OFFICE / WILL CALL — if needed
↓
FIRST-FLOOR LOBBY EXPERIENCE
Guests may visit:
UTR MERCHANDISE • SUMMER CAMP REGISTRATION • SCS PUBLISHING • VENDORS
↓
SANCTUARY HOLDING AREA
↓
RELEASE TO LOWER-LEVEL UTR DINNER THEATRE
Guests needing accessibility assistance are directed to the Chairlift Team.
5. WELCOME, TICKET SCANNING & WRISTBANDS
FOH welcomes and scans tickets for all three performances.
DINNER & SHOW
Available Saturday and Sunday.
Dinner & Show patrons receive a designated wristband allowing access to the buffet.
SHOW ONLY
Available Friday, Saturday and Sunday.
Show Only patrons receive a different-colored wristband.
FOH Checklist
Select Dinner & Show wristband color
Select Show Only wristband color
Purchase sufficient quantities
Train scanners on ticket categories
Communicate wristband colors to Hospitality
Communicate wristband colors to buffet servers
Prepare wristband reference signage
Ticket problems should be immediately directed to the Box Office rather than stopping the primary entrance line.
6. PATRON CARD PROGRAM
Every successfully scanned patron should receive a UTR Patron Card before proceeding to the lower-level theatre.
The Patron Card provides UTR with valuable audience information and creates an incentive for patrons to return for a future production.
PATRON INCENTIVE
Patrons who complete and return their Patron Card will receive:
10% OFF THEIR NEXT UTR PRODUCTION
The discount should be clearly stated on the card and verbally reinforced when the card is handed to the patron.
Recommended FOH wording:
“Please complete this Patron Card during the performance experience and return it before you leave. Completed cards will qualify you for 10% off your next UTR production.”
PATRON CARD DISTRIBUTION
Cards should be distributed:
After a patron's ticket is successfully scanned
After wristband distribution
Before the patron proceeds downstairs
The Ticket Scanning/Patron Card team should ensure each eligible patron receives one card.
Distribution Checklist
Print sufficient Patron Cards for all three performances
Keep additional cards at Box Office
Keep additional cards at lower-level collection point
Train staff on discount explanation
Ensure pens are available where practical
7. PATRON CARD COLLECTION
Completed Patron Cards should be collected at the conclusion of each performance.
There should be a clearly marked:
PATRON CARD BOX
The box should securely hold all completed Patron Cards.
PRIMARY COLLECTION LOCATION — LOWER LEVEL
At the end of the performance, FOH representatives should be positioned near the theatre exit with the Patron Card Box.
Patrons should be reminded to return completed cards as they leave the lower-level theatre.
EARLY-DEPARTURE COLLECTION — FIRST-FLOOR LOBBY
Patrons leaving before the performance concludes should also be given the opportunity to return their completed card.
A second collection point or FOH representative should be available in the first-floor lobby.
If only one primary Patron Card Box is used, lobby staff should securely collect early-departure cards and place them into the main Patron Card Box.
Collection Responsibilities
Place Patron Card Box at lower-level exit before performance ends
Assign FOH staff to collection point
Remind departing patrons about the 10% discount
Collect cards from early departures in lobby
Secure all returned cards after each performance
Keep cards organized by performance/date if desired
Deliver completed cards to designated UTR administrator for follow-up
8. BOX OFFICE & WILL CALL
The Box Office operates from the first-floor lobby.
Responsibilities:
Walk-up ticket sales
Will Call
Ticket lookup
Ticket troubleshooting
Payment processing
Guest questions regarding ticket categories
Attendance tracking
Additional Patron Card supply, if needed
Setup Checklist
Box Office signage
Ticketing computer/device
Ticket scanners
Backup devices
Chargers
Will Call list
Current ticket report
Payment processing equipment
Wristbands
Patron Cards
Pens
Event information
FOH contact list
9. SANCTUARY HOLDING AREA
The first-floor sanctuary serves as the primary holding area before patrons are released downstairs.
FOH will:
Welcome patrons into the sanctuary
Maintain orderly seating/waiting
Provide event instructions
Identify guests requiring accessibility assistance
Prevent guests from moving downstairs before authorization
Make release announcements
Coordinate movement to stairs/chairlift
Guests should not independently move to the lower level before FOH receives clearance.
RELEASE AUTHORIZATION
Hospitality/Dining Room Lead → FOH Lead → Sanctuary Holding Area Lead → Guests
For meal performances, Dinner & Show patrons may be prioritized for release so meal service can begin promptly.
10. CHAIRLIFT & ACCESSIBILITY
FOH manages the chairlift between the first floor and lower level.
Responsibilities
Test chairlift before doors open
Assign trained chairlift attendants
Maintain clear access
Establish waiting/queue area
Assist patrons safely
Coordinate downward traffic before performances
Coordinate upward traffic after performances
Remain staffed throughout major guest movement periods
Establish procedure for mechanical problems
Chairlift access must never be blocked by vendor tables, merchandise displays or guest lines.
11. VENDOR COORDINATION
FOH is responsible for securing, approving, coordinating and positioning vendors in the first-floor lobby.
PRE-EVENT
Determine available vendor spaces
Establish vendor requirements
Determine vendor fee, if applicable
Recruit/secure vendors
Obtain vendor contact information
Approve merchandise/services
Assign booth locations
Determine table/chair needs
Determine electrical needs
Establish vendor arrival time
Send setup instructions
Establish teardown procedures
Vendor booths must not obstruct:
Building entrances
Box Office
Ticket scanning
Sanctuary entrances
Chairlift
Stairways
Restrooms
Emergency exits
UTR Merchandise Booth
Summer Camp Registration Booth
SCS Publishing Booth
12. UTR MERCHANDISE BOOTH
FOH will manage a dedicated Upon This Rock Productions Merchandise Booth in the first-floor lobby.
The booth should be positioned where patrons can easily visit it both before and after performances.
Merchandise Booth Responsibilities
Display available UTR merchandise
Maintain organized product presentation
Clearly display prices
Process purchases
Track merchandise inventory
Maintain sales records
Secure merchandise and funds
Reconcile sales after each performance
Setup Checklist
UTR branded table/display
Tablecloth
Merchandise
Product displays
Price signage
Payment device
Bags, if needed
Inventory sheet
Sales tracking sheet
UTR promotional materials
QR codes/website information
13. KYLE J. GUYTON YOUTH PERFORMING ARTS CAMP BOOTH
A dedicated first-floor lobby booth will promote and collect interest/preregistration information for the:
KYLE J. GUYTON YOUTH PERFORMING ARTS CAMP
SUMMER 2027
The booth is an important extension of the 12 Angry Jurors weekend campaign:
FROM THE JURY ROOM TO THE NEXT GENERATION
The booth should help families move from:
EXPERIENCE THE PRODUCTION → DISCOVER THE OPPORTUNITY → PRE-REGISTER FOR SUMMER 2027
Booth Responsibilities
Explain the Summer 2027 camp
Engage parents and families
Provide basic camp information
Explain anticipated age/grade eligibility
Collect preregistration/interest information
Direct guests to QR code/online registration
Answer frequently asked questions
Collect contact information for future announcements
Booth Setup
Kyle J. Guyton Youth Performing Arts Camp signage
Summer 2027 banner/display
Table and chairs
Branded tablecloth
QR code for preregistration
Printed information sheets
Interest/preregistration forms
Pens
Tablet/computer, if using digital registration
Email/contact collection system
Information about grades 4–12
UTR/Kyle J. Guyton partnership information
14. SCS PUBLISHING BOOK BOOTH
A dedicated SCS Publishing Booth should be established in the first-floor lobby.
Featured titles include:
MY STORY HIS GLORY
MIND WARS
The booth should provide patrons an opportunity to discover and purchase books before and after the performance.
Booth Responsibilities
Display SCS Publishing books professionally
Maintain adequate inventory
Clearly display book titles and prices
Process book purchases
Track inventory
Track sales
Secure merchandise and funds
Reconcile sales after each performance
Provide information about SCS Publishing
Promote available related resources, where appropriate
Setup Checklist
SCS Publishing signage
Table/tablecloth
My Story His Glory inventory
Mind Wars inventory
Display copies
Book stands
Price signage
Payment processing device
Bags, if needed
Inventory sheet
Sales tracking sheet
Promotional cards/materials
QR code or website information, if applicable
Inventory Control
Before each performance:
Count beginning inventory
Record quantities
After each performance:
Count remaining inventory
Calculate books sold
Reconcile payment totals
Secure remaining inventory
Restock for next performance
15. STRATEGIC LOBBY EXPERIENCE
The lobby should intentionally function as more than a waiting area.
It becomes part of the overall UTR experience:
ARRIVE
Welcome, ticket scanning, wristband and Patron Card.
ENGAGE
UTR merchandise, SCS Publishing and vendors.
DISCOVER
Kyle J. Guyton Youth Performing Arts Camp.
EXPERIENCE
Dinner and/or 12 Angry Jurors.
RESPOND
Complete and return the Patron Card.
CONNECT
Leave with information about future UTR productions, merchandise, books and Summer 2027 opportunities.
16. MEAL PERFORMANCE COORDINATION
Saturday and Sunday meal service begins one hour before curtain.
The Hospitality/Dining Room Lead oversees the entire meal experience.
FOH manages guest arrival and movement to the dining room.
BUFFET TIMELINE
60 minutes before curtain: Buffet opens.
15 minutes before curtain: FOH begins stronger meal reminders.
10 minutes before curtain: Final buffet warning.
5 minutes before curtain: BUFFET CLOSES.
Dinner & Show patrons arriving after buffet closure receive a boxed meal.
FOH verifies their ticket/wristband and coordinates with Hospitality for boxed-meal distribution.
17. SHOW ONLY PATRONS
Show Only tickets are available for all three performances.
Show Only patrons receive their designated wristband and Patron Card.
During Saturday and Sunday meal periods, FOH must prevent confusion between Dinner & Show and Show Only guests.
Show Only patrons may be encouraged to use their waiting time to:
Visit UTR Merchandise
Visit SCS Publishing
Visit vendor booths
Learn about the Summer 2027 Youth Performing Arts Camp
Preregister for the camp
Purchase snacks
Wait in the designated area until theatre seating
18. PRE-SHOW FOH TIMELINE
2 HOURS BEFORE CURTAIN
FOH Lead arrives
Inspect first-floor lobby
Box Office setup
UTR Merchandise Booth setup
Summer Camp Booth setup
SCS Publishing Booth setup
Vendor check-in/setup
Sanctuary inspection
Chairlift test
Patron Card stations prepared
Signage inspection
90 MINUTES BEFORE CURTAIN
FOH TEAM HUDDLE
Review:
Expected attendance
Dinner & Show count
Show Only count
Wristband colors
Patron Card distribution
Patron Card discount
Patron Card collection
Box Office procedures
Sanctuary procedures
Chairlift procedures
Vendor status
Merchandise procedures
SCS Publishing procedures
Camp registration procedures
Meal timing
Late-arrival procedures
Emergency procedures
75 MINUTES BEFORE CURTAIN
All FOH stations staffed
Box Office ready
Ticket scanning ready
Wristbands ready
Patron Cards ready
Lobby booths ready
Sanctuary team ready
Chairlift team ready
60 MINUTES BEFORE CURTAIN — SATURDAY/SUNDAY
Dinner & Show guests released as authorized
Buffet opens
Show Only guests directed appropriately
Lobby engagement continues
15 MINUTES BEFORE CURTAIN
Final guest movement begins
Meal reminder
Review remaining Will Call
Coordinate with Production
10 MINUTES BEFORE CURTAIN
Final buffet warning
Lobby sweep
Sanctuary sweep
5 MINUTES BEFORE CURTAIN
BUFFET CLOSED
Late meal procedure activated
Remaining guests moved toward theatre
FOH prepares for late arrivals
19. POST-SHOW OPERATIONS
Before the performance ends, FOH should reposition staff for the exit period.
LOWER-LEVEL EXIT
Position Patron Card Box
Assign Patron Card collection staff
Remind guests about the 10% future-production discount
Assist guests moving toward stairs/chairlift
FIRST-FLOOR LOBBY
The following should remain operational:
UTR MERCHANDISE BOOTH
SCS PUBLISHING BOOK BOOTH
KYLE J. GUYTON SUMMER CAMP REGISTRATION BOOTH
APPROVED VENDOR BOOTHS
The Chairlift Team should remain staffed until all patrons requiring assistance have returned upstairs.
Lobby personnel should also collect Patron Cards from any patron who departs early.
20. FIRST-FLOOR LOBBY SIGNAGE
Prepare coordinated signage for:
WELCOME TO 12 ANGRY JURORS
TICKET SCANNING
BOX OFFICE
WILL CALL
SANCTUARY WAITING AREA
CHAIRLIFT
STAIRS TO UTR DINNER THEATRE
UTR MERCHANDISE
SCS PUBLISHING
MY STORY HIS GLORY
MIND WARS
KYLE J. GUYTON YOUTH PERFORMING ARTS CAMP — SUMMER 2027
SUMMER CAMP PREREGISTRATION
VENDORS
RESTROOMS
RETURN YOUR PATRON CARD HERE
COMPLETE YOUR PATRON CARD — RECEIVE 10% OFF YOUR NEXT UTR PRODUCTION
21. MASTER FOH PLANNING CHECKLIST
LEADERSHIP
Appoint FOH Lead
Appoint Box Office Lead
Appoint Ticket Scanning Lead
Appoint Patron Card Coordinator
Appoint Sanctuary Lead
Appoint Chairlift Lead
Appoint Vendor Coordinator
Appoint UTR Merchandise Lead
Appoint Summer Camp Registration Lead
Appoint SCS Publishing Booth Lead
Recruit FOH volunteers
LOBBY
Create first-floor lobby floor plan
Establish guest traffic pattern
Position Box Office
Position scanning stations
Position Patron Card distribution
Position UTR Merchandise Booth
Position Summer Camp Registration Booth
Position SCS Publishing Booth
Assign vendor spaces
Protect chairlift access
Protect emergency exits
Install directional signage
PATRON CARDS
Finalize Patron Card design
Clearly state 10% future-production discount
Print adequate quantity
Train FOH staff
Prepare lower-level Patron Card Box
Establish early-departure collection procedure
Establish post-show card processing
Determine how discount eligibility will be tracked and redeemed
SCS PUBLISHING
Determine inventory of My Story His Glory
Determine inventory of Mind Wars
Establish prices
Prepare book displays
Establish payment method
Prepare inventory sheets
Establish sales reconciliation procedure
FINAL READINESS
Conduct FOH walkthrough
Conduct lobby traffic-flow test
Conduct ticket-scanning test
Test Patron Card distribution flow
Test Patron Card collection procedure
Conduct chairlift test
Confirm vendor roster
Confirm UTR merchandise inventory
Confirm SCS Publishing inventory
Test Summer Camp QR registration
Confirm Hospitality communication
Confirm Production communication
Conduct final FOH briefing
FRONT OF HOUSE SUCCESS STANDARD
Every patron should experience a seamless path:
WELCOME → SCAN → WRISTBAND → PATRON CARD → ENGAGE → ENTER → EXPERIENCE → RETURN CARD → CONNECT AGAIN
The Front of House Team should ensure that patrons do more than attend 12 Angry Jurors.
They should leave knowing that there is another reason to return to UTR.
The Patron Card helps make that connection tangible:
COMPLETE IT. RETURN IT. RECEIVE 10% OFF THE NEXT UTR PRODUCTION.
At the same time, the first-floor lobby becomes an intentional engagement center where patrons can:
SUPPORT UTR THROUGH MERCHANDISE.
DISCOVER SCS PUBLISHING THROUGH MY STORY HIS GLORY AND MIND WARS.
ENGAGE WITH COMMUNITY VENDORS.
PREREGISTER FOR THE KYLE J. GUYTON YOUTH PERFORMING ARTS CAMP — SUMMER 2027.
AND STAY CONNECTED WITH WHAT UTR IS DOING NEXT.