The Usher Captain supervises volunteer ushers and assists Floor Managers and the House Operations Manager with on-site event management, while maintaining focus on excellent internal and external customer service.
Additional Information: This is a part-time, hourly position. The average hours per week will vary dependent upon theatre activity, and can range anywhere from 0-15 hours.
Duties and Responsibilities
- Supervises, trains, and motivates the volunteer ushers in assigned area. Takes necessary steps to engage the volunteers and clarifies the role and expectations of the volunteers in coordination with the Floor Managers.
- Arrives to shifts on time in the designated uniform. The designated self-provided uniform consists of black dress pants or a skirt, with a white shirt and grey vest.
- Assists patrons with finding their seat by verifying their correct seating level at the Floor Door and directing them to the proper aisle, especially during peak arrival times. After which, an usher will assist the patron to their seat.
- Ensures that a proper number of programs are available for assigned area and assists in stuffing them or coordinating the stuffing of programs as needed. Directs and assists volunteers in the stuffing of prompters.
- Enforces any seating holds in accordance with the performance company’s mandates and is responsible for making this hold as pleasant of an experience for the patron as possible (offer a program, explain the reason for a hold, etc.). Engages volunteer ushers’ support and assistance in enforcing holds.
- Handles patron problems such as duplicate seating, as well as patron complaints, in accordance with Shubert policy.
- Handles accident situations, using first aid if trained, and securing as much information as possible to assist the manager with completing an incident report. Notifies Floor Manager/House Operations Manager for assistance.
- Plays a key role in emergency evacuation procedures.
- Aids in the security of the hall (e.g., keeps patrons from standing in the aisle or on seats, etc.) and immediately reports any security/safety concerns to supervisor or security as necessary.
- Fills out all necessary floor report forms and turns in to the House Operations Manager at the end of the event.
- Collects all lost articles found by the ushers and turns them in to the Floor Manager at the end of the event.
- Collaborates with Floor Managers in closing of assigned area, making sure there are no patrons on the assigned level, either in the seating area, bathrooms, or elsewhere.
- Supports special event needs by providing on-site reception/meeting/visiting merchandise services.
- Stays informed and educated on policy and procedural changes through regular monitoring of email for Shubert communications and attendance at mandatory event staff meetings.
- Responsible for peer training as applicable.
- Provides a minimum of 50% availability for monthly shift openings.
- Performs other duties as assigned.
Knowledge, Skills and Abilities
- Proficient communication skills.
- Ability to remain calm and resolve challenges and/or requests in a fast-paced environment.
- Ability to lift up to 50 pounds and stand for up to 4 hours.
- Ability to work a flexible schedule.
Credentials and Experience
- Prior customer service experience in a service-oriented environment.
- Current CPR/First Aid/AED/BBP certification is a plus.