Floor Supervisor/Senior Usher

PositionSummary

Under occasional supervision, the Front of House Senior Usherplays a crucial role in supporting the Floor Supervisor in managing assigned theater floor operations. This role involves overseeing and training usher staff, ensuring compliance with safety policies, and delivering exceptional customer service during events and performances. The Senior Usher acts as a key figure in maintaininga safe and enjoyable environment for patrons, while also assuming leadership responsibilities when required.This position requires nightand weekend work. The SeniorUsher reports to the Director of Front of House Operations. During events, the SeniorUsher reports to the House Manager and other event supervisory staff.

Duties&Responsibilities

• Assistin supervising and instructing assigned usher staff.
• Provideadvice and assistanceto usher staff as needed.
• Ensure compliance with general safety policies and procedures for both patrons and staff.
• Accurately read and interpret theater tickets.
• Review fire evacuation procedures with ushers before every event.
• Providequality customer service, addressing inquiries, requests, and complaints.
• Assistpatrons requiring special attention.
• Adhere to and enforce the late seating policy.
• Maintain a clean work area before, during, and after events.
• Act as a searcher, disabled person’s aid, traffic director, or leader during emergencies.
• Assume usher duties during events as required.
• Fill in as Floor Supervisor when needed during events.

• Attendvarious staff meetingsand trainingsas required.
• Refer to policy and procedure manuals, safety plans, and floor plansas necessary.
• Operate various equipment such as telephones, assistedlistening devices, two-way radios, ropes/stanchions, wheelchairs, coat check equipment, flashlights, etc.
• Participate in usher training.
• Perform related duties as required.

Education and Experience

• RequiresahighschooldiplomaorGEDequivalentsupplementedbyfouryearsofcustomer serviceexperience, with at least twoyears of experiencein live eventsor an equivalent combination of education, training and experiencethatprovidestherequiredknowledge,skillsandabilities.
• Previouslive events experience is required.
• Previoususher experiencehighlypreferred.

Knowledge, Skillsand Abilities

• Excellent interpersonal and customer service skills.
• Friendly and professional demeanor.
• Ability to remain calm and composed under pressure.
• Knowledge of basic theater etiquette and procedures is a plus.
• Bilingual in English and any other language is a plus.

Physical Requirements

• See and read tickets in low level lighting
• Stand for long periodsof time (1-4 hours)
• Walk up and down stairs
• Walk up and down incline
• Work in high levelsincluding the balcony
• Respond quickly in emergency situations