Lead Usher

Overture Center Foundation Inc•Madison, WI

12d•Onsite

About The Position

Under general direction, the Lead Ushers assist in overseeing and performing routine public assistance and customer service work to provide for the general safety, comfort, and enjoyment of the public during Overture Center events. The Lead Usher oversees the Volunteer Usher activity as they greet guests, scan tickets, and seat guests, monitoring activity, responding to problems, and troubleshooting within the seating and public areas before, during and after performance events. Work is performed under the direction of a House Manager, Manager of Guest Services and/or the Director of Guest Services.

Requirements

High school diploma/GED
1 year of customer service experience including work in a public assembly or venue-style setting, or closely related facility.
Knowledge of theater operations
Ability to read and comprehend coded tickets in a dark theater using a flashlight.
Ability to memorize seating and aisle locations of up to six theater spaces.
Ability to pay attention to detail and work quickly and accurately under time pressure and stressful conditions.
Ability to provide information and directions in a clear, concise, and tactful manner.
Ability to deal effectively with individuals and groups from a variety of diverse backgrounds.
Ability to follow written and oral directions.
Ability to think clearly and act appropriately in an emergency.
Ability to work in a team and to guide and support volunteer and fellow paid staff members in a considerate, polite manner.

Nice To Haves

Previous work experience in a fast-paced environment with an emphasis on customer relations and crowd control
Experience as a lead worker
Training in CPR/general first aid

Responsibilities

Monitors pre-show access to the theater, and oversees the Volunteer Ushers as they scan tickets, greet and direct guests, follow seating charts, and escort patrons to their seats.
Answers Volunteer Usher questions and takes over time consuming issues and concerns such as seating problems, guest complaints, accommodation requests, guests with mobility impairments and last-minute needs.
Oversees the coat check operations and the Information Desk Volunteer.
May also perform concession sales, greet and direct patrons arriving by bus, and perform other informational and assistance functions as assigned, while ensuring the highest level of customer services.
Monitors guest activity during the event and post-show, handling problems as they arise such as disruptive guests, fire code violations, health emergencies and latecomers.
Enforces theater and building policies and emergency procedures.
Utilizes building security procedures to ensure the safety of guests and staff.
Elevates serious matters to the House Manager or Guest Services Management team and/or security.
Provides reports to the House Manager as appropriate.
Assists with clearing the theater of guests, debris and lost items post-show ensuring that everyone is safely out of the theater before locking up.
Offers guidance and support to the Volunteer Ushers acting as the Lead in assigned areas.
Assists with the on-site training of new staff members and helps develop training materials and programs.
Perform all other tasks as assigned.