What it's like to be a COVID compliance officer in a Broadway theater
With the continued waves of COVID-19, the 41 theaters that make up Broadway have become their own battlefields, combating the virus with a crucial line of defense: COVID Compliance Teams. Thrust to the frontlines, these teams hold the heavy burden of ensuring a safe environment for audiences and theater workers alike.
The front-of-house compliance teams are responsible for enforcing the audience member protocols set by the Broadway League (the industry’s trade association): attending a show with photo identification and proof of full vaccination. For those who claim exemption, a negative PCR test taken within 72 hours of the performance, or an antigen test within six hours, is needed instead.
“It’s a bootcamp in customer service,” says Gianfranco Lentini, Six’s COVID Compliance Manager at the Brooks Atkinson Theatre. “You can’t take it personally. You have to stay pleasant, lower the stakes of the moment, and mediate the situation quickly.”
While Lentini acknowledges that crisis and conflict management is a big aspect of his role, he sees that overall success in COVID compliance work means seamlessly pivoting between multiple mindsets: scientists, doctors, psychologists and even babysitters for the parents who didn’t meet the criteria but insist on sending their children to see the show without them.
Understanding the fear and confusion theatergoers might feel about the new COVID routines, Lentini checks for any updates to the CDC guidelines and Broadway League protocols