Figueres a Escena

When The Lights Go Out: Front Of House At Work

A power outage changes the atmosphere of a performance space in seconds. The stage may go dark, sound equipment may stop, and an audience that was focused on a story or concert suddenly needs clear information. At Figueres a Escena, the front-of-house team becomes the link between technical staff, performers, venue management, and the public.

The work begins before anyone reaches for a phone or starts moving through the auditorium. Ushers, box-office staff, duty managers, and technicians follow established procedures designed to protect people, reduce confusion, and preserve calm. Their response must be organised without feeling alarming.

This is what our front-of-house team does during a power outage: assesses immediate risks, communicates in plain language, supports people who need assistance, and helps determine whether a performance can safely continue. The same principles apply at Teatre El Jardí, Sala La Cate, workshops, screenings, rehearsals, and community events.

The First Moments Require Calm Decisions

When the lighting fails, the team does not immediately assume that the building must be evacuated. The duty manager checks whether the outage affects the entire venue or only part of it, while staff observe the audience, entrances, stairways, toilets, and public areas. They look for trip hazards, smoke, unusual sounds, or anyone who may need urgent help.

Emergency lighting and illuminated exit signs guide the first assessment. Ushers remain in visible positions and avoid creating unnecessary movement. If the auditorium is dark, audience members are asked to stay seated until staff have confirmed the safest next step. A calm voice and short instructions are often more useful than repeated announcements.

The priority is life safety rather than the schedule. If there is a fire alarm, medical emergency, structural concern, or other immediate danger, the venue’s emergency procedure takes precedence. Staff contact the relevant services and follow instructions from the responsible manager.

Clear Communication Prevents Confusion

A power cut can produce uncertainty because people do not know whether it will last ten seconds or an hour. Front-of-house staff share only confirmed information, using the public address system when available or communicating directly through the auditorium and foyer. They explain what has happened, what people should do, and when the next update will be provided.

The wording matters. “Please remain seated while we assess the situation” gives the audience a specific action. “We are checking the building systems and will update you shortly” is more reassuring than speculation about when electricity will return. Staff avoid promising that a performance will resume until the technical team and management have made that decision.

For interactive theatre and participatory events, communication may need extra care because audience members can be moving around or responding to performers. Preparation for these formats includes interactive audience guidance, helping staff explain boundaries and safety expectations even when the normal flow of a show is interrupted.

Supporting Every Audience Member

An outage affects people differently. Someone with limited mobility may need additional time or assistance near stairs. A child may become frightened by sudden darkness. A person with hearing loss may miss a spoken announcement, while a visitor with sensory sensitivities may find the abrupt change especially difficult. Staff pay attention to these needs without making assumptions or drawing unwanted attention.

Ushers check accessible routes before directing people anywhere. They do not move mobility aids without permission, and they ask before providing physical assistance. If lifts are unavailable, the team coordinates with the duty manager to identify a safe alternative rather than improvising a route.

Family performances require especially clear and reassuring support. Adults accompanying children are encouraged to keep groups together, while staff offer simple explanations and help families decide whether to remain in the venue or leave. At ATEB activities, where children and young people may be attending without their usual family audience, safeguarding and sign-out procedures remain part of the response.

Choosing Between A Pause And An Evacuation

The correct response depends on the building, the event, and the nature of the failure. A short interruption with emergency systems operating may call for a pause, while an unsafe condition requires an orderly evacuation. The front-of-house team does not make that decision in isolation: it receives direction from venue management and communicates it to the public.

Situation Front-of-house response Audience message
Brief loss of house lighting Keep people seated and monitor exits The performance is paused while systems are checked
Technical failure during a show Coordinate with stage and technical teams Staff will provide an update when the next step is confirmed
Emergency lighting remains active Keep routes clear and assist those needing support Please remain calm and follow staff directions
Fire alarm or confirmed hazard Begin the approved evacuation procedure Leave by the indicated exit and do not return for belongings
Extended outage with no immediate danger Offer regular updates and discuss cancellation procedures The venue will explain ticket and departure arrangements

If evacuation is required, staff lead from their assigned positions, open approved routes, prevent re-entry, and direct people to the designated assembly area. They watch for anyone left behind in public spaces only when this can be done safely. The team also helps prevent crowding at a single doorway by using the available exits.

If the event is cancelled, front-of-house staff explain practical next steps without making individual promises about refunds or exchanges. Ticketing decisions are communicated through the appropriate box-office and organisational channels after the operational picture is clear.

Roles Are Practised Before The Incident

Effective emergency response depends on teamwork that has already been rehearsed. The duty manager coordinates the overall response. Ushers monitor the auditorium and guide audience members. Box-office colleagues manage information for late arrivals and ticket holders. Technical staff assess equipment and stage conditions, while venue leadership liaises with emergency services, suppliers, and performers.

Briefings before a performance help everyone understand the event’s specific features. Staff may need to know whether there are school groups, wheelchair users, a large number of children, a post-show discussion, or performers who remain backstage after the audience leaves. This information allows the team to adapt a standard procedure to the actual gathering.

Training also covers radio etiquette, incident reporting, evacuation routes, accessible assistance, and the difference between useful information and speculation. Staff learn to pass updates efficiently rather than sending conflicting messages through several channels. Regular drills make the response more familiar and reduce hesitation when a genuine outage occurs.

Practical Priorities For Every Shift

Front-of-house work during a disruption is easier when the essential actions are familiar. A short checklist supports good judgement without replacing it:

The post-event record is valuable even when nobody is injured and the performance resumes. It can show where announcements were difficult to hear, which route became congested, or whether a particular audience group needed more support. These observations improve future briefings, venue maintenance, and staff training.

A debrief also gives the team space to discuss the human side of the incident. Front-of-house staff may have supported distressed children, helped a visitor navigate in darkness, or managed an understandably frustrated crowd. Recognising that work strengthens the culture of care expected across Figueres a Escena’s venues.

Welcoming People Back After The Lights Return

Restoring electricity does not automatically mean the event is ready to continue. The technical team must confirm that lighting, sound, stage machinery, heating or ventilation, payment systems, alarms, and other relevant equipment are functioning safely. The duty manager then considers the time remaining, performer readiness, audience comfort, and any further risk.

Front-of-house staff help rebuild the atmosphere by giving a clear update and explaining whether the performance will resume, be delayed, or end. If people choose to leave, ushers support an orderly departure. If the show continues, they help late returns enter at an appropriate moment and minimise disruption to performers and other audience members.

The experience can also shape future participation. A transparent, respectful response helps audiences feel that the venue values their safety as much as the event itself. That trust matters across theatre, music, dance, cinema, opera, circus, and family programming, where each audience brings different expectations and needs.

At Figueres a Escena, preparedness is part of hospitality. Staff keep performances welcoming in ordinary circumstances and dependable during unexpected ones. Follow the venue’s event information and staff guidance when attending Teatre El Jardí or Sala La Cate, and you will be helping the whole audience move safely and confidently through any interruption.