Lead Usher

Grove of Anaheim•Anaheim, CA

7d•Onsite

About The Position

OCVIBE is seeking enthusiastic Lead Ushers to oversee and support Ushers on event days. The Lead Usher helps ensure that Ushers are working in their assigned areas and maintaining the highest standards of customer service. All event team members are expected to uphold the venue’s quality standards and help create a safe, fun, and seamless experience for all guests. Our goal is to make each guest’s experience at the venue as enjoyable and pleasant as possible. The Lead Usher maintains a friendly and professional demeanor, assists guests as needed, and provides guidance and support to event team members. The ideal candidate will have experience leading a team and providing in-person customer service.

Requirements

High school diploma or equivalent
Must be at least 18 years of age
Excellent interpersonal skills, professionalism, and diplomacy
Strong written and verbal communication skills
Knowledge of ticketing processes
Thorough knowledge of the venue’s seating areas, including sections, rows, and seat numbers
Ability to prepare thorough departmental incident reports
Ability to remain calm and professional during tense or challenging situations
Ability to establish and maintain effective working relationships with team members and supervisors
Ability to walk and/or stand for extended periods
Ability to work in varying indoor and outdoor climates
Flexible availability, including the ability to work at least 80% of monthly events and work nights, weekends, and holidays as required
High School Diploma or Equivalent
1-2 Year's Experience

Nice To Haves

Experience leading a team
Experience providing in-person customer service

Responsibilities

Direct and supervise Ushers, Ticket Takers, and Guest Services team members
Provide customer service by greeting and assisting guests and responding to inquiries and complaints
Help lead and train team members to ensure they are well-informed about event- and building-specific details
Assist with coordinating meal and rest breaks
Assist management in ensuring compliance with venue policies, procedures, and safety regulations
Oversee Guest Services team member performance and work assignments
Inspect ADA seating areas and partner with the Box Office on ADA seat relocations
Distribute and maintain accountability for ticket-scanning equipment and wristbands, when necessary
Work with Event Security on designated incidents
Return and document lost-and-found items through Guest Services
Participate in post-event debriefings
Assist management with disciplinary actions
Ensure team members comply with appearance and uniform guidelines
Conduct pre-event briefings, which may include speaking in front of groups of approximately 10–15 people
Communicate with management or designated management team members regarding challenges and the status of assignments
Work with Box Office personnel regarding ticket relocations, upgrades, and other ticketing logistics related to customer service within seating areas
Work with Event Security and First Aid personnel on designated guest incidents
Follow established procedures during evacuations and emergencies
Ensure necessary team equipment, including radios and headsets, is prepared for Ushers before events, returned to the appropriate location, and properly charged following events
Gather post-event notes from Ushers and relay relevant information to the Event Manager at the conclusion of each event
Lead post-event huddles and communicate relevant notes, feedback, and event information to the Event Manager for inclusion in the post-event report
Perform other related duties as assigned