Managing Door Staff at Events

Door Staff Roles

Door staff are the first impression of your event. They need to be friendly, efficient, and well-briefed. On Tickts, you can assign door staff access so they can scan QR codes without needing full organiser access to your account.

Best Practices

• Brief door staff on start time, dress code, and any special instructions
• Ensure each scanner has a fully charged phone
• Have a plan for walk-ups and box office sales
• Know the venue capacity and monitor it through Tickts
• Keep a printed guest list as backup

Common Issues

Prepare for: fans without their phone, tickets bought under different names, duplicate QR codes (the scanner catches these automatically), and lost tickets. Have a clear policy for each scenario and communicate it to door staff before the event starts.

Preparing Your Door Team

Door staff are the first impression your event makes. Well-prepared, friendly door staff set the tone for the entire experience. Underprepared or unfriendly door staff create friction before the event has even started.

Brief your door team at least a day before the event:

• How the Tickts scanner works — demonstrate scanning a test ticket
• What to do if a ticket is invalid or already scanned
• How to look up attendees by name or email if they cannot show their QR code
• The event capacity and what to do if it is reached
• Age verification requirements (if applicable)
• Prohibited items and dress code (if applicable)
• Emergency procedures and who to contact if there is an issue

Scanner Setup

Each door staff member needs a smartphone with a charged battery and internet connection. Before doors open:

1. Navigate to the Tickts scanner URL on each phone
2. Log in with the door staff credentials you have created
3. Select the correct event and sub-event (fixture/date)
4. Test the scanner on a sample ticket to confirm it is working
5. Ensure the phone screen brightness is set to maximum (makes QR codes easier to scan in bright sunlight)

Managing Entry Flow

For most grassroots events (under 500 attendees), one scanner handles entry comfortably. For larger events or those with a concentrated arrival window (e.g., everyone arrives in the 30 minutes before kick-off), consider:

• Multiple entry points: Two scanners halve the queue time. Position them side by side for efficiency.
• Express lanes: Season pass holders who attend every week can be given an express lane for faster entry.
• Pre-screening: Have tickets ready on phones before reaching the scanner. A sign asking "Please have your ticket ready" reduces per-person scan time.

Frequently Asked Questions

Do door staff need SIA licences?

SIA (Security Industry Authority) licences are required for anyone working as a security guard or door supervisor at a licensed premises. For community events, volunteer stewards typically do not need SIA licences, but check the requirements for your specific venue and event type.

What if someone arrives without a ticket?

Direct them to the box office (if you have one) or the event page on their phone to buy a ticket. If the event allows walk-up sales, they can purchase on the spot. If it is sold out, they may be able to join the waitlist for future events.