Usher

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, 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 maintain 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 wheelchair, 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.

Required Education, and Experience

• High School Diploma is required.
• Minimum two years’ 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 listed below are general guidelines based on the minimum experience, knowledge, skill, and or ability required. Individual abilities may result in some deviation from these guidelines. To perform effectively in this position, the incumbent must have:

• 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 knowledgeable 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 work in a standing position for extended periods of time
• Ability to lift, move, carry, push, and pull 50 pounds or more.
• Ability to resolve guest problems using service training tactics and recovery tools.
• Ability to problem solve, often with 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.

Computer Skills

• Access to 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

• Ability to lift, move, carry, push, and pull 50 pounds or more.
• Standing up to four hours or longer per shift with a break.

• Holding doors for guest arrival and departure.
• Be able to stand in upper balcony when positioned.
• Be able to work in elevator.
• Be able to move chairs to proper position.
• Be able to go up and down stairs to assist guests.
• Wear a radio when position requires.

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.

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 $15.50 plus retirement benefits.

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.

Only those candidates under consideration will be contacted for next steps. Please accept our utmost appreciation for your interest in our organization.

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.

The Smith Center for the Performing Arts (TSC) is an Equal Opportunity Employer that complies with the laws and regulations set forth under EEOC.

Diversity, Equity, and Inclusion Mission Statement

At TSC diversity, equity, and inclusion are at the core of who we are. Our commitment to these values is unwavering. They are central to our mission and to our impact on the community. We know that having varied perspectives helps generate better ideas to solve the complex problems of a changing—and increasingly diverse—world. We believe that a variety of opinions, approaches, perspectives, and talent are the cornerstones of a strong and flexible organization.

TSC strives to champion diversity, equity, and inclusion for all.