Usher Captain

Coastal International Security•Phoenix, AZ

11d•Onsite

About The Position

The Usher Captain provides on-floor leadership and guest services oversight for every event at Phoenix Convention Center venues. This position is responsible for directing and managing volunteer usher teams - up to 22 at Symphony Hall and up to 16 at Orpheum Theatre - ensuring accurate seating, strong guest service, and smooth floor operations from pre-show through event conclusion. The Usher Captain is the primary liaison between the volunteer team and S4 Global Solutions program management, and the escalation point for all seating and guest service matters during the event.

Requirements

2+ years of supervisory or lead experience in a venue, hospitality, or live event environment.
Experience managing volunteer workforces or teams of 10 or more in a guest-facing setting.
English-speaking required; bilingual (English plus additional language) preferred.
Ability to read and interpret venue seating charts and floor plans.
Professional appearance and composure in high-energy, customer-facing event settings.
Must pass a background check as required by the client prior to first event.
Available for a flexible event-based schedule including evenings, weekends, and holidays.

Nice To Haves

Prior experience at a performing arts venue, orchestra hall, theatre, or convention center.
Bilingual English/Spanish or English/other language.
Familiarity with ADA accommodation procedures and accessible seating practices.
Experience onboarding or orienting new volunteers or seasonal staff.

Responsibilities

Direct and supervise volunteer usher teams at each event - up to 22 ushers at Symphony Hall and up to 16 at Orpheum Theatre.
Conduct pre-event briefings to communicate post assignments, seating maps, event-specific instructions, and expectations for the volunteer team.
Arrive during the early-call window (30-60 minutes before doors) to coordinate program insert stuffing and portal door setup with the usher team.
Confirm all floor posts are covered and volunteers are briefed and in position before doors open.
Oversee guest seating operations to ensure accurate placement in accordance with ticketed sections.
Resolve seating conflicts, ticketing discrepancies, and guest concerns in a calm, professional manner.
Coordinate ADA and accessibility seating assistance to ensure all guests receive appropriate support.
Monitor usher performance throughout the event; reposition volunteers as needed to manage floor demand and guest flow.
Serve as the primary point of contact between the usher team and venue operations or event production staff.
Maintain radio communication with the S4 Global Solutions Program Manager throughout the event.
Document and report all incidents, seating irregularities, or escalated guest concerns to program management at event conclusion.