LEAD USHER

The Lead Usher acts as a liaison between the front of house staff and the volunteer usher team. Responsibilities for this position include ensuring volunteers are welcoming, assisting, seating and informing patrons correctly and according to the instructions given by the House Manager. The primary role of the Lead Usher is to optimize the loading-in of guests and evaluate volunteers while working with them to improve their efficiency and performance. The Lead Usher must also be familiar with the responsibilities of ushers and volunteers such as becoming acquainted with the house, its procedures, facilities and emergency exits in order to enable a safe, comfortable and positive experience.

• Serve as the primary liaison between front of house staff and the volunteer usher team.
• Ensure volunteers greet, assist, seat, and inform patrons according to House Manager instructions.
• Promote a safe, comfortable, and positive experience for all patrons.
• Observe and evaluate volunteer performance, providing guidance and feedback to improve effectiveness.
• Maintain thorough knowledge of the theatre’s layout, procedures, facilities, and all emergency exits.
• Support volunteers by clarifying usher responsibilities and reinforcing standard operating procedures.
• Perform ticket-taking duties and verify patron entry.
• Guide and direct patrons throughout the venue as needed.
• Encourage appropriate audience behavior, including maintaining silence during performances.
• Address patron questions about the theatre or performance clearly and accurately.
• Step into general usher duties when needed to maintain smooth operations.
• Interacts and communicates with the immediate supervisor, co-workers, and the public.
• Performs related duties as assigned. 

• High school diploma or GED equivalent.
• Ability to pass pre-employment background check.
• Ability to pass a drug screening.
• Flexible work hours (nights, weekends, holidays).

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of theatre front-of-house operations and audience service protocols.
• Knowledge of usher and volunteer responsibilities, procedures, and safety requirements.
• Knowledge of customer service practices and patron engagement etiquette.
• Skill giving clear instructions to volunteers and addressing patron questions.
• Ability to ensure a safe, welcoming, and positive experience for all guests.
• Ability to coordinate with front of house staff and serve as the operational link to volunteer ushers.
• Ability to evaluate volunteer performance and provide constructive feedback.
• Ability to adapt to an evolving and continually improving environment.
• Ability to respond to supervision, guidance and direction of superiors in a positive, receptive manner.
• Ability to demonstrate a polite, helpful and courteous manner when engaged with the public.
• Ability to operate and care for equipment to manufacturer’s specifications.
• Ability to demonstrate an understanding, consideration, and respect of cultural, religious, and gender differences when interacting with colleagues and the public.

PHYSICAL DEMANDS:
Requires light physical effort including lifting up to 25 pounds. May require occasional crouching, kneeling, bending, or stooping. Frequent periods of standing or walking may be required.