Overture Center for the Arts hiring Lead Usher in Madison, Wisconsin, United States | LinkedIn (2024)

Job Details

Description*Applications will not be reviewed until late July/early August*

Overture Job Values ______________________________________________________________Overture Center for the Arts is committed to engaging the community in the arts and provides extraordinary experiences for everyone who shares in this remarkable community asset. Every member of the Overture team will maintain the highest standards of quality and customer service in every action, performing in an environment of proactive team effort, outstanding customer service, active brand advancement and passion for mission fulfillment

Job Summary­­­­­­_____________________________________________________________Under general direction, the Lead Ushers assist in overseeing and performing routine public assistance and customer service work to provide for the general safety, comfort, and enjoyment of the public during Overture Center events. The Lead Usher oversees the Volunteer Usher activity as they greet guests, scan tickets, and seat guests, monitoring activity, responding to problems, and troubleshooting within the seating and public areas before, during and after performance events. Work is performed under the direction of a House Manager, Manager of Guest Services and/or the Director of Guest Services.

Roles & Responsibilities_____________________________________________________________

• Monitors pre-show access to the theater, and oversees the Volunteer Ushers as they scan tickets, greet and direct guests, follow seating charts, and escort patrons to their seats. Answers Volunteer Usher questions and takes over time consuming issues and concerns such as seating problems, guest complaints, accommodation requests, guests with mobility impairments and last-minute needs. Additionally, oversees the coat check operations and the Information Desk Volunteer. May also perform concession sales, greet and direct patrons arriving by bus, and perform other informational and assistance functions as assigned, while ensuring the highest level of customer services.
• Monitors guest activity during the event and post-show, handling problems as they arise such as disruptive guests, fire code violations, health emergencies and latecomers. Enforces theater and building policies and emergency procedures. Utilizes building security procedures to ensure the safety of guests and staff. Elevates serious matters to the House Manager or Guest Services Management team and/or security. Provides reports to the House Manager as appropriate. Assists with clearing the theater of guests, debris and lost items post-show ensuring that everyone is safely out of the theater before locking up.
• Offers guidance and support to the Volunteer Ushers acting as the Lead in assigned areas. Assists with the on-site training of new staff members and helps develop training materials and programs.
• Embraces and participates in the advancement of the JEDI (justice, equity, diversity, and inclusion) mission and vision of the organization.
• Perform all other tasks as assigned.

The hourly rate for this position is $17.10/hrTo successfully perform this job, the individual must be able to perform each essential job function satisfactorily. Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions.Qualifications____________________________________________________________________The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education & Experience

• High school diploma/GED
• 1 year of customer service experience including work in a public assembly or venue-style setting, or closely related facility.
• Previous work experience in a fast-paced environment with an emphasis on customer relations and crowd control, experience as a lead worker and/or training in CPR/general first aid preferred.

Knowledge, Skills, & Abilities

• Knowledge of theater operations
• Ability to read and comprehend coded tickets in a dark theater using a flashlight.
• Ability to memorize seating and aisle locations of up to six theater spaces.
• Ability to pay attention to detail and work quickly and accurately under time pressure and stressful conditions.
• Ability to provide information and directions in a clear, concise, and tactful manner.
• Ability to deal effectively with individuals and groups from a variety of diverse backgrounds.
• Ability to follow written and oral directions.
• Ability to think clearly and act appropriately in an emergency.
• Ability to work in a team and to guide and support volunteer and fellow paid staff members in a considerate, polite manner.

Working Conditions­­­­_______________________________________________________________The requirements and conditions described below are representative of the general environment the employee is exposed to on a day-to-day basis while performing this job.

• Primarily perform work in an office environment
• Frequently move around the building and access or use computers, office equipment, telephone, and any other pertinent supplies, space, or equipment used to perform the duties of the position.
• Ability to sit or stand for up to 8 hours per day. Ability to stand for up to 4 hours with minimal breaks, to lift up to 20 pounds (moving boxes of programs and/or brochures and other supplies, etc.) and to climb stairs.
• Frequent exposure to mildly disagreeable conditions including noise, darkness, and outdoor elements.

DisclaimerThe above statements are intended to describe the general nature and level of work being performed by people assigned to this job classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.