Usher

Job Title: Usher 

Department: Guest Experience

Reports to: Manager, Guest Experience

Status: On-Call, Non-Exempt

Shift: Able to work various shifts + full open availability to work on both Saturdays and Sundays

Work Location: Fully Onsite | The Smith Center

Hourly Rate: $17.00

Summary of Duties and Responsibilities

Ushers are the guest’s first point of contact with respect to the safety, security, and hospitality related to The Smith Center’s front-of-house areas (lobbies, theaters, and all other public areas). Ushers provide guest services support for performances, and special events such as festivals, award ceremonies, weddings, and other rental events. They are responsible for delivering service in accordance with our guest service standards program, Service with Heart, and ensuring that The Smith Center’s values are understood and consistently supported. Ushers must be available to work varied shifts, including evenings, weekends, and holidays. Always maintains a professional appearance in accordance with TSC policies and uniform standards.

Essential Duties and Responsibilities

• Understand department service expectations and consistently deliver Service with Heart to our guests.
• Ensure that patrons are satisfied and comfortable during all events.
• Examine performance tickets or passes to determine authenticity by validating the names and dates listed
• Escort and assist patrons to their designated seats and inform them of the nearest exits and restrooms.
• Distribute program, brochures, and other materials to patrons
• Provide special assistance to patrons with needs, such as individuals with wheelchairs, disabilities, or other impairments
• Provide accurate information in response to patron inquiries.
• Ensure a safe environment by maintaining clear aisles and reporting safety, suspicious behavior, or service incidents to Guest Experience Management and/or Security.
• Enforcing event rules and relevant health and safety regulations
• Ensure the safety of patrons through the proper implementation and enforcement of emergency and evacuation procedures.
• Provide information to the House Supervisor or Manager for the preparation of the House Manager’s Event Summary Report, including drop counts, lost, and found, safety and service incidents, and patron feedback.
• Report lost and found to supervisor and assist patrons with recovery of lost items.
• Participate in all training and team-building events as required.
• Maintain regular, reliable, and punctual attendance.
• Perform other duties as assigned in alignment with the scope and responsibilities of the role.

Required Education and Experience

• High School Diploma is required.
• Minimum two years or more experience in theater ushering, customer service, ticketing and or retail sales.

Required Skills & Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below represent the knowledge, skills, and abilities necessary to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Exhibit exceptional interpersonal skills, communications skills, and professional demeanor at all times
• Display empathy and listening skills when interacting with patrons and staff
• Provide excellent customer service at all times
• Demonstrated knowledge about the venue as well as seating arrangements and exits
• Ability to work well in a group and be proactive about the needs of guests
• Ability to speak more than one language is a plus
• Ability to resolve guest problems using service training tactics and recovery tools.
• Ability to problem solve, often with a high level of urgency due to time-sensitivity and/or mission-critical level of importance.
• Able to work various shifts, including holidays, late nights, and fully open availability to work weekends.
• Must be 18 years of age.
• Must be legally authorized to work in the United States.

Technical Skills

• Access to the internet and understanding of platforms designed to assist in scheduling and department communications
• Familiarity with guest devices (e.g., cell phones) that interact with TSC technology, preferred

Physical Job Requirements

The physical requirements and work environment characteristics described below are representative of those encountered while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to lift, move, carry, push, and pull 50 pounds or more.
• Ability to stand up to four hours or longer per shift with a break.
• Physical ability to hold doors for guest arrival and departure.
• Ability to work at varying heights, as some ushering positions or assigned posts may be located in balcony or elevated seating areas.
• Ability to work in an elevator.
• Ability to move chairs to the proper position.
• Ability to go up and down stairs to assist guests.
• Ability to wear a radio when the position requires and respond to radio communications.
• Specific vision abilities required by this job include close vision and peripheral vision.
• Ability to occasionally reach, bend, twist, stoop, stack, crouch, kneel, and balance when performing job duties in varying work areas such as confined spaces. 
• Ability to work in both brightly lit and dimly lit environments, including during performances, rehearsals, and audience ingress/egress.
• Ability to withstand regular exposure to loud or high noise levels, including amplified music, sound checks, and audience applause.
• Ability to work in and around crowded environments and interact with large groups of guests and patrons in a professional, courteous manner.
• Ability to withstand exposure to various forms of theatrical and stage lighting, including strobe, flashing, moving, and color-changing lights.
• Ability to remain alert and responsive throughout performances and events to monitor guest safety and assist during emergencies or evacuations.
• This position could be exposed to loud noises, and frequent phone conversations and requires average to above average visual acuity and hearing.
• Most of this job will be performed indoors in a climate-controlled environment.

Certificates, Licenses, Registrations

Must be able to qualify for licenses and permits if required by federal, state, and local regulations during the course of employment.

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be constructed as an exhaustive list of all the responsibilities, duties and skills required for the position.

All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.

Pay Transparency 

To encourage pay transparency, promote pay equity, and proactively address regulations, The Smith Center for the Performing Arts will comply with all applicable state or local laws or regulations which require employers to provide wage or salary range information to job applicants and employees. The hourly rate for this on-call position is $17.00 plus retirement benefits. 

With a career at The Smith Center for the Performing Arts, you really benefit! We offer: 

• Creative and collaborative work culture
• Competitive Hourly Rates
• Consistent scheduling - advance schedule posting to guarantee you hours of work. We provide flexible options to accommodate your availability. 
• 401(k) retirement savings plan eligibility on your start date with employer match
• Training and career growth opportunities
• Exclusive early access, employee discounts, and complimentary tickets to world-class performances and events.
• Discounts on Starbucks products and merchandise

Limitations and Acknowledgment

The Americans with Disabilities Act requires that reasonable accommodations be made for qualified individuals to help perform the required duties and tasks of the position. Reasonable accommodation is available for qualified individuals with disabilities upon request.

Equal Opportunity Employer Statement

The Smith Center for the Performing Arts (TSC) is an Equal Opportunity Employer and provides equal employment opportunities to all employees and qualified applicants for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, citizenship, genetic information, disability, protected veteran status, age, or any other legally protected characteristic.

This policy applies to all aspects of employment, including recruitment, hiring, transfers, promotions, termination, layoffs, leaves of absence, compensation, benefits, training opportunities, internships, and all other terms and conditions of employment.