Usher

Usher roles at The Smith Center are on-call, non-exempt positions with an hourly rate of $17.00. Ushers must be available to work varied shifts, including evenings, weekends, and holidays, with full open availability required on both Saturdays and Sundays. This is a fully onsite position.

About the role

Ushers are the guest’s first point of contact with respect to the safety, security, and hospitality of The Smith Center’s front-of-house areas (lobbies, theaters, and all other public areas). They provide guest services support for performances and special events such as festivals, award ceremonies, weddings, and other rental events. Ushers deliver service in accordance with the guest service standards program, Service with Heart, and ensure The Smith Center’s values are consistently supported. A professional appearance in compliance with TSC policies and uniform standards is required.

Responsibilities

• Understand department service expectations and consistently deliver Service with Heart to guests.
• Ensure patrons are satisfied and comfortable during all events.
• Examine performance tickets or passes to validate authenticity by checking names and dates.
• Escort and assist patrons to their designated seats and inform them of the nearest exits and restrooms.
• Distribute programs, brochures, and other materials to patrons.
• Provide special assistance to patrons with needs, such as individuals with wheelchairs, disabilities, or other impairments.
• Provide accurate information in response to patron inquiries.
• Ensure a safe environment by maintaining clear aisles and reporting safety concerns, suspicious behavior, or service incidents to Guest Experience Management and/or Security.
• Enforce event rules and relevant health and safety regulations.
• Implement and enforce emergency and evacuation procedures to ensure patron safety.
• 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 items to supervisors and assist patrons with recovery of lost items.
• Participate in all required training and team-building events.
• Maintain regular, reliable, and punctual attendance.
• Perform other duties as assigned within the scope of the position.

Requirements

• High School Diploma is required.
• Minimum two years of experience in theater ushering, customer service, ticketing, and/or retail sales.
• Exhibit exceptional interpersonal skills, communication skills, and professional demeanor at all times.
• Display empathy and listening skills when interacting with patrons and staff.
• Provide excellent customer service consistently.
• Demonstrated knowledge of the venue, seating arrangements, and exits.
• Ability to work well in a group and proactively address guest needs.
• Ability to resolve guest problems using service training tactics and recovery tools.
• Ability to problem-solve with a high level of urgency due to time-sensitivity or mission-critical situations.
• Able to work various shifts, including holidays, late nights, and weekends with full open availability.
• Must be 18 years of age or older.
• Must be legally authorized to work in the United States.
• Familiarity with guest devices (e.g., cell phones) that interact with TSC technology is preferred.
• Ability to speak more than one language is a plus.

Physical Requirements

• Ability to lift, move, carry, push, and pull 50 pounds or more.
• Ability to stand for up to four hours or longer per shift with breaks.
• Physical ability to hold doors for guest arrival and departure.
• Ability to work at varying heights, including balcony or elevated seating areas.
• Ability to work in an elevator.
• Ability to move chairs to the proper position.
• Ability to go up and down stairs to assist guests.
• Ability to wear and respond to a radio when required.
• Specific vision abilities required include close vision and peripheral vision.
• Ability to occasionally reach, bend, twist, stoop, stack, crouch, kneel, and balance in varying work areas, including confined spaces.
• Ability to work in both brightly lit and dimly lit environments, including during performances, rehearsals, and audience ingress/egress.
• Ability to withstand regular exposure to loud or high noise levels, including amplified music, sound checks, and audience applause.
• Ability to work in and around crowded environments and interact with large groups of guests professionally and courteously.
• Ability to withstand exposure to various forms of theatrical and stage lighting, including strobe, flashing, moving, and color-changing lights.
• Ability to remain alert and responsive throughout performances and events to monitor guest safety and assist during emergencies or evacuations.
• This position may be exposed to loud noises and frequent phone conversations, requiring average to above-average visual acuity and hearing.
• Most duties are performed indoors in a climate-controlled environment.

Benefits

• Creative and collaborative work culture.
• Competitive hourly rates.
• Consistent scheduling with advance posting to guarantee work hours; flexible options to accommodate availability.
• 401(k) retirement savings plan eligibility on your start date with employer match.
• Training and career growth opportunities.
• Exclusive early access, employee discounts, and complimentary tickets to world-class performances and events.
• Discounts on Starbucks products and merchandise.

Pay

The hourly rate for this on-call position is $17.00.