Usher

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Job Title:
Usher

Department:
Guest Experience

Reports to:

Guest Experience Manager

Status:
On‑Call, Non‑Exempt

Shift: Able to work various shifts + fully open availability to work on both Saturdays and Sundays

Hourly Rate: $16.50

Ushers are the guest’s first point of contact with respect to the safety, security, and hospitality related to The Smith Center’s front‑of‑house areas (lobbies, theaters, and all other public areas). Ushers provide guest services support for performances, and special events such as festivals, award ceremonies, weddings, and other rental events. They are responsible for delivering service in accordance with our guest service standards program, Service with Heart, and ensuring that The Smith Center’s values are understood and consistently supported.

Ushers must be available to work varied shifts, including evenings, weekends, and holidays. Always maintain a professional appearance in accordance with TSC policies and uniform standards.

• Understand department service expectations and consistently deliver Service with Heart to our guests.
• Ensure that patrons are satisfied and comfortable during all events.
• Examine performance tickets or passes to determine authenticity by validating the names and dates listed.
• Escort and assist patrons to their designated seats and inform them of the nearest exits and restrooms.
• Distribute program, 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, suspicious behavior, or service incidents to Guest Experience Management and or Security.
• Enforce event rules and relevant health and safety regulations.
• Ensure the safety of patrons through the proper implementation and enforcement of emergency and evacuation procedures.
• 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 to supervisor and assist patrons with recovery of lost items.
• Participate in all training and team‑building events as required.

• A High School Diploma is required.
• Minimum two years or more experience in theater ushering, customer service, ticketing, and or retail sales.

• Exhibit exceptional interpersonal skills, communications skills and professional demeanor at all times.
• Display empathy and listening skills when interacting with patrons and staff.
• Provide excellent customer service at all times.
• Demonstrated knowledge about the venue as well as seating arrangements and exits.
• Ability to work well in a group and be proactive about the needs of guests.
• The ability to speak more than one language is a plus.
• Ability to resolve guest problems using service training tactics and recovery tools.
• Ability to problem solve, often with a high level of urgency due to time‑sensitivity and/or mission‑critical level of importance.
• Able to work various shifts, including holidays, late nights, and fully open availability to work weekends.

• Access to the internet and understanding of platforms designed to assist in scheduling and department communications.
• Familiarity with guest devices (e.g., cell phones) that interact with TSC technology.

• Ability to lift, move, carry, push, and pull 50 pounds or more.
• Ability to stand up to four hours or longer per shift with a break.
• Physical ability to hold doors for guest arrival and departure.
• Ability to work at varying heights, as some ushering positions or assigned posts may be located in 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 a radio when the position requires and respond to…