2009 /10 Tourism Sales Manual - Sydney Opera House

2009 /10TourismSalesManual

TourismResidentCompaniesTourism Sales Account Management TeamThe Tourism Sales Account Managers are available to discuss all commissionable ratesand contact enquires. Our Account Managers cover the following markets:Sarah DuthieGeorgina GoncziNorth America, South East Asia, India Europe, UK, Australia, NZPhone: +61 2 9250 7911 Phone: +61 2 9250 7909Email: sduthie@sydneyoperahouse.com Email: ggonczi@sydneyoperahouse.comIf your enquiry relates to any other country please contact either Manager.Our Tourism Reservations team are dedicated to servicing the tourism industry and can becontacted for information and bookings for Guided Tours and Performance Packages.Sydney Opera House offers a unique opportunity to experience some of the best presentersand live performances in the world across a variety of genres.We are proud to work with Australia’s leading arts organisations:OPERA AUSTRALIAOpera Australia is Australia’s national opera company.Resident at the Sydney Opera House, Sydney and the ArtsCentre, Melbourne, it performs in capital cities and regionalcentres, inspiring people across the country with opera.Sydney SymphonyThe internationally-acclaimed Sydney Symphony, residentat the iconic Sydney Opera House, performs more than 180concerts a year with some of the world’s most illustriousconductors and soloists.The Australian BalletThe Australian Ballet is one of Australia’s flagshiparts companies, and one of the busiest ballet companies inthe world. Each year, it presents approximately 200performances where works from the classical repertoire areperformed as well as more contemporary works andcommissions.Sydney Theatre CompanySydney Theatre Company is the premier theatre companyin Australia. The company presents an annual 12 playprogram of Australian plays, interpretations of classicrepertoire and the best of new international writing.to bookPhone: +61 2 9250 7250Email: tourism@sydneyoperahouse.comTOURISM RESERVATIONS TEAM – OPENING HOURSMonday - Friday:Saturday:8.30am - 5.30pm9am - 5pm

ExperiencePackagesExperiencePackagesOur Experience Packages allow you to create the perfect Sydney evening… combine aperformance of your choice, a hosted Tour and either dinner at one of Sydney’s finestrestaurants, or a sunset cruise on the harbour.RED CARPET: FEEL LIKE A STAR. THIS RED CARPET EXPERIENCEINCLUDES A PERFORMANCE, FINE DINING, AN INTERVAL DRINKAND A HOSTED TOUR.You’ll be welcomed by one of our friendly Guest LiaisonRepresentatives. Your evening starts with The Essential Tour at4.45pm – giving you an insight into the amazing story of Australia’smost recognised landmark. Follow this with a pre-performancedinner at either Guillaume at Bennelong or Aria, comprising athree-course meal. Then off to a world-class performance of yourchoice. Relax with an interval drink at one of our theatre bars.Depending on the time of your show, you may take your dinnerpost-show at Aria.SEA & STAGE: TRAVEL TO A MAGICAL PLACE – WITH APERFORMANCE, A DINNER CRUISE ON SYDNEY HARBOUR, ANINTERVAL DRINK AND A GUIDED TOUR.Your evening begins at 5.00pm with a 1½ hour dinner cruise takingin the beauty of Sydney Harbour aboard the MV Sydney 2000.Dinner includes canapés and a two-course meal. Sparkling and stillwines included. After dinner make your way along the foreshore toSydney Opera House, where you’ll be greeted by one of ourfriendly Guest Liaison Representatives. You’ll enjoy a world-classperformance of your choice.Relax with an interval drink at one of our theatre bars and use yourgift voucher for The Essential Tour at a time that suits you.SHOWCASE: MAKE SOMEONE SPECIAL FEEL LIKE A CELEBRITY WITHA PERFORMANCE, AN INTERVAL DRINK AND A GUIDED TOUR.You’ll be welcomed by one of our friendly Guest LiaisonRepresentatives. Enjoy a world-class performance of your choice.Relax with an interval drink (including a choice of spirits andcocktails) at one of our theatre bars. Use your gift voucher for TheEssential Tour at a time that suits you.Information correct at time of publication (December 2008).

TheEssential TourTheEssential Toursee inside the SailsDRAMATIC TWISTSAND TURNSBe inspiredNEW TOURThere are approximately 200 steps onthis tour.Access to individual theatres is subjectto availability and may be limited dueto performances, rehearsals or otherevents.All bags larger than an A4 sizehandbag will need to be cloakedbefore the start of the Tour.*Sydney Opera House is closed onChristmas Day. Tour availabilitysubject to change due to special eventsor other circumstances.50 years ago a young Danish architect, dreaming ofBennelong Point, designed a masterpiece which pushedthe boundaries of creativity and science – and putSydney on the map forever.See inside the world’s most recognisable sails.Experience this miracle of architecture and engineering.A work of art that came into existence againstimpossible odds – to become one of the busiestperforming arts centres in the world.Working with a new enriching, interactive audio-visualcomponent, where images are projected onto the fabricof the building – our guides will take you on anemotional journey, engrossing you in a story to rival anyopera plot with its dramatic twists and turns.You’ll visit one of the major venues – where we liveperformance every day. Some 1,500 performances,in every genre you can imagine, are staged each year toaudiences of around one million.You will be inspired.PHONE: +61 2 9250 7250durationApproximately1 hourTIMESOperates daily*between 9.00amand 5.00pmto bookPhone: +61 2 9250 7250Email: tourism@sydneyoperahouse.comDEPARTURETour MeetingPoint on theLower ConcourseLANGUAGEEnglishInformation correct at time of publication (December 2008).

Backstage TourBackstage TourEXCLUSIVE ACCESSSECRETS AND STORIESSTAND ON STAGETour groups are required to arrive atStage Door at least 15 minutes prior todeparture time. Latecomers will not bepermitted to join the tour.There are approximately 300 steps onthis tour and for safety reasons rubbersoledenclosed shoes are advised.Maximum number in a group 8 pax.All bags larger than an A4 size handbagwill need to be cloaked before the startof the Tour.*The Green Room is not openon Sundays or Public Holidays. Acontinental breakfast will be served atan alternative venue.**Sydney Opera House is closed onChristmas Day. Tour availability subjectto change due to special events or othercircumstances.This intimate tour grants you exclusive access to areasnormally reserved for the stars and their crew. You willvisit the backstage areas of one of the busiestperforming arts centres in the world as it prepares forthe upcoming performances.Stand on the Concert Hall stage where some of theworld’s performing legends, such as Dame JoanSutherland, Michael Bublé, Pavarotti and AustralianIdols, have stood. Take up the conductor’s baton in theOpera Theatre orchestra pit. Peek inside the stars’dressing rooms. And hear about the secrets and real-lifedramas that go on behind the curtain.Includes a full breakfast in the Green Room* – privatedomain of our performers and staff.PHONE: +61 2 9250 7250durationTIMESDEPARTURELANGUAGE2 hoursOperates daily**at 7.00amStage DoorEnglishto bookPhone: +61 2 9250 7250Email: tourism@sydneyoperahouse.comBookings are essential.Information correct at time of publication (December 2008).

Spotlight TourSpotlight TourAsian language toursSEE INSIDE THE SAILSThe absolute essentialsTour groups are required to arrive at theGuided Tours Desk at least 10 minutesprior to booking time to ensure acomplete tour.Where for reasons beyond our controlwe are not able to supply an Asianlanguage guide at the time requested,the tour will be conducted in Englishwith opportunities for your tour leader totranslate.There are approximately 200 steps onthis tour. Maximum number in a group40 pax.Access to individual theatres is subjectto availability and may be limited due toperformances, rehearsals or other events.All bags larger than an A4 size handbagwill need to be cloaked before the start ofthe Tour.*Sydney Opera House is closed onChristmas Day. Tour availability subjectto change due to special events or othercircumstances.**Group bookings 11-40 pax.The Spotlight Tour is the only Official Tour of theWorld Heritage Listed Sydney Opera House withJapanese, Korean and Mandarin-speaking guides. Oursare the only guides who can take you to places inside theHouse, where the others can’t go.See inside the world’s most recognisable sails. Offeringsuperb value for those with limited time, you will receivethe absolute essentials. Get the whole picture – not justa photo!You’ll receive a warm welcome from one of ourknowledgeable guides. Enjoy a brief commentary aboutthe history, and the miracle of architecture andengineering that is Sydney Opera House.You’ll visit one of the major venues: either the worldfamousConcert Hall or the Opera Theatre before beingled to the one of the fabulous foyers overlooking thestunning Sydney Harbour.You will be impressed.PHONE: +61 2 9250 7250durationApproximately30 minutesTIMESOperates daily*between 9.00amand 5.00pmto bookPhone: +61 2 9250 7250Email: tourism@sydneyoperahouse.comGroup bookings are essential**.DEPARTURETour MeetingPoint on the LowerConcourseLANGUAGE• Japanese• Korean• MandarinInformation correct at time of publication (December 2008).

High TeaHigh TeaServed on individualtasting platters,a sample menumight include:Guillaume’s chicken waldorfFresh crab with coriandermayonnaiseHome-cooked salmonand cucumberRare roast beef withhorseradishA selection of French pastriesChocolate tartletVanilla macaroonTarte au citronPassionfruit jellyHazelnut MadeleineAccompanied by a glass offine Australian sparkling,white or red wine, and a potof fresh tea or coffee.The combination of opera recital, fine cuisine and theambience of a World Heritage listed building hascreated a High Tea experience worthy of astanding ovation.Under the world’s most famous sails, there is anelegant dining room boasting spectacular views ofSydney’s skyline, sparkling harbour and the RoyalBotanic Gardens.Australia’s celebrated chef, Guillaume Brahimi, hascreated a sophisticated High Tea in quintessentialSydney style. You will be welcomed with a glass of fineAustralian sparkling wine, then presented with anassortment of beautiful teas, exquisite savouries, pastriesand petit fours.The crescendo of this perfect Sydney afternoon is anintimate and private recital by an acclaimed operasinger that will leave you entranced.These sample plated may be subject tochange and will reflect market availabilityof Australia’s finest and freshest produce.Individual tables cannot be guaranteed.Advise Tourism Reservations of anyspecial dietary requirements at the timeof booking.PHONE: +61 2 9250 7250duration2 hoursTIMESFor a calendar of currently availableHigh Tea dates, please visitsydneyoperahouse.comto bookPhone: +61 2 9250 7250Email: tourism@sydneyoperahouse.comBookings are essential.LANGUAGEEnglishInformation correct at time of publication (December 2008).

How to bookImportantInformationFIT & GROUP CHECK-INFIT and Tour leaders will berequired to go to the GuidedTours Desk, located in theBox Office Foyer to check infor Tours.TOUR MEETING POINTThe Essential Tour andSpotlight Tour will departfrom the Lower Concourse,outside the Sydney OperaHouse Shop. Tour leaders areto ensure all groups check inany items to be cloaked –see Cloaking.CLOAKINGWhile on a tour, all bagslarger than an A4 size willneed to be cloaked (at theGuide’s discretion).A complimentary, securecloaking facility is located atthe tour meeting point on theLower Concourse.1. Select• Tour/Experience Package type• The date and performance, if Experience Package• The category of seating, i.e. A Reserve, B Reserve• Either Aria Restaurant or Guillaume at Bennelong forthe Red Carpet package.2. Provide• Your company details• Your booking reference• Pax or Group name• Number of pax, including Tour Leaders / Escorts.Refer to our Terms & Conditions for FOC policyEmail or fax Tourism Reservations with the aboveinformation. Include additional information that weshould be aware of e.g. Mobility limitations or dietaryrequirements.3. confirm BOOKINGA confirmation advising the order reference number willbe sent to you. Check this carefully and adviseimmediately of any discrepancies between theconfirmation and your booking request. Include the ordernumber on all correspondence.4. SEND FINAL CONFIRMATION AND PAYMENTEnsure Tourism Reservations receives final confirmationand payment by the due date. Refer to our Terms andConditions for cancellation policy.TERMS AND CONDITIONS AT A GLANCEThe following table is a summary only and does not purport to be a complete list of allterms and conditions. Please refer to the following pages for full terms and conditions.BOOKINGTAKENFINALNUMBERSCONFIRMEDPAYMENTCANCELLATIONSNO SHOWS/REDUCTION INNUMBERSTHE ESSENTIAL TOURSPOTLIGHT TOURBACKSTAGE TOURCredit card required securingthe order unless credit termsestablished.24 hours prior to servicebeing rendered.On final confirmation ofbooking.Payment will be calculatedon confirmed pax numbersnot reduced pax numbers onarrival.Within 24 hours:100% of cost will be chargedOver 24 hours:Full refund provided.EXPERIENCEPACKAGESCredit card required securingthe order.30 days prior to package orat time of booking if within30 days.30 days prior to packages orat time of booking if within30 days.Payment will be calculatedon confirmed pax numbersnot reduced pax numbers onarrival.Less than 7 days out:100% of the cost will becharged.7 – 30 days out:60% of the cost will becharged.Over 30 days out:Full refund will be provided.HIGH TEACredit card required securingthe order.72 hours prior to servicebeing rendered.On confirmation of booking.Payment will be calculatedon confirmed pax numbersnot reduced pax numbers onarrival.Within 72 hours:100% of cost will be charged.Over 72 hours:Full refund provided.Bookings which are not confirmed before the times stated above may be cancelled by Sydney Opera House in its absolute discretion.Information correct at time of publication (December 2008).

Terms and conditions of supply for Sydney Opera House Tourism productThese terms apply to the purchase of Sydney Opera House tourism productsincluding the Guided Tours, Experience Packages and High Tea and anyother products or related services referred to in the Sydney Opera HouseTourism Sales Manual or proposed events quoted to the customer at the timeof booking.These Terms and Conditions apply to any order made after November 2007.These Terms and Conditions may be amended and updated by notice fromSydney Opera House Trust to the customer from time to time. Any amendedor updated Terms and Conditions will apply to any order made after the datespecified in those Terms and Conditions.By placing an order for a product with Sydney Opera House thecustomer accepts and agrees to:a) these Terms and Conditions;b) any special conditions relating to the product as advised to thecustomer at the time of booking.Sydney Opera House obligationsSubject to availability, Sydney Opera House will use its reasonable efforts tosupply products ordered by a customer.Customer obligationsThe customer:a) must not use the Sydney Opera House name, image, logo, trademark orother intellectual property rights of Sydney Opera House without theprior written consent of Sydney Opera House;b) acknowledges that all present and future intellectual property rights inproducts and the Sales Manual remain the exclusive property of SydneyOpera House; andc) must comply with all applicable standards, awards, laws and regulations,including the Sydney Opera House Trust Act 1961 (NSW) and theSydney Opera House By Laws 2005.Price1) The rates or price for each product (inclusive of GST where applicable) isset out in the Sales Manual or may be notified to the customer by SydneyOpera House from time to time. Any amended or updated rates or priceswill apply to any order made after the date on which Sydney OperaHouse sent the relevant notice.Order2) The customer may order a product from Sydney Opera House from timeto time (the order) as follows:a) an order must be made in writing, by facsimile or email to the contactdetails set out in the Sales Manual;b) unless credit has been approved and a credit contract signed by bothparties the customer must provide the account name, card numberand expiry date details for a valid and up-to-date credit card with anavailable limit at least equal to the value of the order; andc) the customer must receive written confirmation from Sydney OperaHouse that it has received the order.Confirmation of bookings3) The customer must confirm the order including the passenger (pax)numbers, date and time with Sydney Opera House:a) for Experience Package products at least 30 days before the date ofdelivery of the product, or immediately upon booking if that bookingis made less than 30 days before the date of delivery; orb) for Guided Tour products (including Backstage Tour) at least 24hours before the date of delivery of the product.c) for High Tea products at least 72 hours before the date of delivery ofthe product.Bookings which are not confirmed before the times stated above may becancelled by Sydney Opera House in its absolute discretion.Sydney Opera House will have no obligation to supply a product to any morethan the number of pax confirmed in accordance with this clause, shouldsuch pax arrive on the date of delivery, expecting service. If, however, SydneyOpera House does agree to supply a product to the extra pax, the customerwill pay for those extra pax in accordance with clause 4.Payment4) Sydney Opera House will not be under any obligation to supply aproduct until payment has been made in accordance with this clause (4).Payment will be calculated according to the pax numbers confirmed inaccordance with clause 3 above, or the actual number supplied with aproduct, whichever is the greater.a) Unless credit has been approved and a credit contract signed by bothparties payment is due:i. for Experience Package products, at least 30 days before the dateof delivery of the product, or immediately upon booking if thatbookingis less than 30 days before the date of delivery; orii. for Guided Tour products (including Backstage Tour), at the timethe order is confirmed.iii. for High Tea, at the time the order is confirmed.b) Where payment has not been received by the due date or time forpayment, Sydney Opera House reserves the right to charge thecustomer’s credit card (details of which were provided with the order)with an amount equal to the cost of the order as at the time ofconfirmation under clause 3.c) If Sydney Opera House agrees to supply a product to extra pax, notincluded in a confirmed order, then either: the customer will pay forthose extra pax at the time of supply or Sydney Opera House willcharge the customer’s credit card with the relevant amount owing.d) Sydney Opera House will provide the customer with a tax invoiceon request for the total cost of any product supplied.e) Disputed charges must be advised in writing within 21 days of theservice being rendered to be eligible for refund. When Sydney OperaHouse receives notice of a disputed charge it will determine whetheror not any refund is payable to the customer and make any paymentthat it has determined is due to the customer.Cancellation/Reduction in numbers5) All cancellations or reductions in numbers by the customer must bereceived in writing and acknowledged by Sydney Opera House.a) For products that are Experience Packages, if an order is cancelled orreduced by the customer:i. less than 7 days before the delivery date for the package, SydneyOpera House will retain the full amount payable immediatelyprior to that cancellation or reduction, if payment has been madeunder clause 4, or will charge the customer’s credit card for thatamount if payment has not been made; orii. between 7 days and 30 days (inclusive) before the delivery date ofthe package, Sydney Opera House will retain 60% of the amountpayable immediately prior to that cancellation or reduction, ifpayment has been made under clause 4, or will charge thecustomer’s credit card for that amount, if payment has not beenmade.b) For products that are Guided Tours (including Backstage Tour), if anorder is cancelled or numbers are reduced by the customer less than24 hours prior to the day of service, Sydney Opera House will charge100% of the amount payable immediately prior to that cancellationor reduction, if payment has been made under clause 4, or willcharge the customer’s credit card for that amount, if payment has notbeen made.c) If orders are cancelled by the customer, numbers are decreased, orpax are no-shows, on a consistent basis (being at least 3 times over 3months), further customer privileges may be suspended and the termsand conditions on which products are supplied to the customer maybe reviewed by Sydney Opera House.d) If Sydney Opera House has had to cancel a product because of anemergency, industrial action, direction from a governmental authorityor any other reason beyond its control, Sydney Opera House will,do one of the following:i. replace the product with a suitable alternative product;ii. reschedule the supply of the product at a mutually agreeable time;oriii. refund the customer the amount paid by the customer for thecancelled component of the product.Sydney Opera House may determine which of the above remedies it offersto the customer in its absolute discretion.Dishonoured and late payments6) If a payment by the customer is dishonoured or late by more than 5 days,then Sydney Opera House may do all or any of the following:a) it may cancel the order (in which case clause 5 would apply);b) it may charge the customer any dishonoured cheque fees;c) it may charge the customer interest on all unpaid amounts at a rateequal to 10% p.a, charged on a daily basis;d) it may require that the customer pre-pay for any future bookings;and/ore) it may cancel future bookings;f) it may notify the customer that any previously agreed commission hasbeen withdrawn and that the customer will be charged the gross ratefor all bookings from the date of the notice; and/org) it may withdraw credit facilities and request pre-payment for allfuture bookings.Free Of Charge policy7) If the product is a Guided Tour, for every group of up to 40 paying paxSydney Opera House will allow up to one escort, or local guide providedby the customer, to accompany the Guided Tour free of charge (FOC).Escorts and local guides must follow the instructions of the Sydney OperaHouse guide.8) If the product is a Experience Package (subject to confirmation by ourservice providers):a) for groups of between 24 and 40 pax, one escort or local guide,provided by the customer, will be granted a FOC tour and dinner (butthe escort’s performance component will be charged at the box officerate); andb) for groups of over 40 pax, two escorts or local guides, provided by thecustomer, will be granted a FOC tour and dinner (but the escorts’performance components will be charged at the Box Office rate).Customer warranties and indemnities9) The customer warrants:a) it has all necessary licences and approvals to acquire a product fromSydney Opera House and must provide Sydney Opera House, onrequest, with evidence of them; andb) its promotional material:i. does not infringe the intellectual property rights, or breach thecontractual rights, of any person; andii. is not defamatory or in contravention of Commonwealth or Stateconsumer protection legislation, including the Trade Practices Act1974 (Commonwealth); andc) it will advise its customers of the nature of each product, the termsand conditions relating to a product and any general conditionsrelating to the Sydney Opera House site notified by Sydney OperaHouse from time to time.10) The customer indemnifies Sydney Opera House, its employees andcontractors against all losses, damages, expenses and costs (on a fullindemnity basis) that any of them may sustain or incur as a result,whether directly or indirectly, of:a) a breach by the customer, or by a customer of the customer, of theseterms, the Sales Manual or any applicable conditions;b) damage, caused by the customer (or the customer’s customers) to anyperson or property of, or at Sydney Opera House; orc) the customer’s negligence.Confidentiality11) Confidential information of a party means all information which a partywould reasonably regard as confidential. In the case of Sydney OperaHouse it includes the Sales Manual.12) Each party:a) may use confidential information of the other party solely for thepurposes of this agreement; andb) except as permitted under clause 14 (c), must keep confidential allconfidential information of the other party;c) may disclose confidential information of the other party only:i. to persons who:a. are aware and agree that the confidential information must bekept confidential; andb. either have a need to know (and only to the extent that eachhas a need to know), and have been specifically approved bythe other party; orii. as required by law.13) Even though information is confidential information, a party is notobliged to comply with clause 13 in relation to the confidentialinformation if:a) the confidential information becomes public knowledge during thisagreement; orb) a party becomes aware of that confidential information from a thirdperson, in each case, in circumstances where there was no breach ofany obligation of confidence.Limitation of liability14) To the extent permitted by law, Sydney Opera House will not be liable tothe customer for any indirect, special, incidental, consequential loss orany lost profits or revenue or other economic loss or damage suffered as aresult of claims by a third person, even if Sydney Opera House knewsuch damage was possible or otherwise foreseeable.15) To the extent permitted by law, Sydney Opera House’s liability to thecustomer for a breach of any condition or warranty whether express orimplied under the Trade Practices Act 1974 (Commonwealth) or any otherapplicable legislation, is limited to one or more of the following:a) supplying, repairing or replacing; orb) paying or refunding the cost of supplying, repairing or replacing, aproduct or service in respect of which the breach occurred.Sydney Opera House may determine which of the above remedies it offers tothe customer in its absolute discretion.16) To the extent permitted by law Sydney Opera House excludes:a) from these terms all conditions, warranties and terms implied bystatute, general law or custom;b) all liability to customer in tort (including negligence) or bailment foracts or omissions of Sydney Opera House, its employees andcontractors arising out of or in relation to products or any delay orother failures to supply any products; andc) all liability to the customer’s customers with respect to any loss,damage or injury arising from a pre-existing medical condition or dueto failure of a person to comply with Sydney Opera House’sinstructions or conditions of entry.General17) This agreement:a) does not create a relationship of employer and employee, principaland agent, or partnership between Sydney Opera House and thecustomer;b) does not give the customer or its employees authority to bind SydneyOpera House;c) is governed by the law applicable in the State of New South Walesand each party submits to the jurisdiction of the courts in that State;d) supersedes all previous agreements, whether oral or written, inrelation to its subject matter;e) will not be altered by any customer document (including a purchaseorder) or statement; andf) may not be varied by the parties other than in writing.Disputes18) Any dispute of difference arising out of the provisions of this agreementshall, in the first instance, be referred to the Chief Executive Officer ofeach party (or his or her delegate) for resolution. If no resolution is madewithin 30 days then the dispute may be referred to arbitration ormediation by either of the parties.Information correct at time of publication (December 2008).

Concert HallSydneySymphonyOpera TheatreThe Australian Ballet

Opera TheatreOpera Australia

MapOPERA POINTMARQUEEBox OfficeGuided ToursUtzon RoomGuidedSOHToursStoreDESKBox Office Bistro MozartUtzon RoomSOH StoreBistro MozartTOUR MEETINGPOINT ANDCLOAKINGBox OfficeGuided ToursConcert HallOpera TheatreUtzon RoomStage DoorSydney opera house tourism sales manual 2009/10Phone: +61 2 9250 7250Email: tourism@sydneyoperahouse.comInformation correct at time of publication (December 2008).