Usher Captain - Shubert Theatre - New Haven, CT

Primary Function

The Usher Captain leads a team of ushers to ensure smooth event operations and exceptional guest experiences. This role oversees front-of-house logistics, enforces safety protocols, and serves as the main point of contact for staff and patrons during events.

Duties And Responsibilities

• Supervises, and motivates the volunteer ushers in assigned area.
• Takes necessary steps to engage the volunteers and clarifies the role and expectations of the volunteers in coordination with the Floor Managers.
• Arrives to shifts on time in the designated uniform.
• Assists patrons with finding their seat by verifying their correct seating level at the Floor Door and directing them to the proper aisle, especially during peak arrival times.
• Ensures that a proper number of programs are available for assigned area and assists in stuffing them or coordinating the stuffing of programs as needed.
• Enforces any seating holds in accordance with the performance company’s mandates and is responsible for making this hold as pleasant of an experience for the patron as possible (offer a program, explain the reason for a hold, etc.).
• Engages volunteer ushers’ support and assistance in enforcing holds.
• Handles patron problems such as duplicate seating, as well as patron complaints, in accordance with Shubert policy.
• Handles accident situations, using first aid if trained, and securing as much information as possible to assist the manager with completing an incident report.
• Notifies Floor Manager/House Operations Manager for assistance.
• Plays a key role in emergency evacuation procedures.
• Aids in the security of the hall (e.g., keeps patrons from standing in the aisle or on seats, etc.) and immediately reports any security/safety concerns to supervisor or security as necessary.
• Collaborates with Floor Managers in closing of assigned area, making sure there are no patrons on the assigned level, either in the seating area, bathrooms, or elsewhere.
• Supports special event needs by providing on-site reception/meeting/visiting merchandise services.
• Stays informed and educated on policy and procedural changes through regular monitoring of email for Shubert communications and attendance at mandatory event staff meetings.
• Provides a minimum of 50% availability for monthly shift openings.

Knowledge, Skills And Abilities

• Proficient communication skills.
• Ability to remain calm and resolve challenges and/or requests in a fast-paced environment.
• Ability to lift up to 25 pounds and stand for up to 4 hours.
• Ability to work a flexible schedule that includes evenings and weekends.

Base pay for this role

$17/hour.

Special Requirements

• Background check.
• The majority of CAPA’s public events take place at night and on weekends. This position requires occasional presence on-site during nights and weekends.

Qualifications

Prior customer service experience in a service-oriented environment.