Floor Supervisor/Senior Usher

Position Summary

Under occasional supervision, the Front of House Senior Usher plays a crucial role in supporting the Floor Supervisor in managing assigned theater floor operations. This role involves overseeing and training usher staff, ensuring compliance with safety policies, and delivering exceptional customer service during events and performances. The Senior Usher acts as a key figure in maintaining a safe and enjoyable environment for patrons, while also assuming leadership responsibilities when required. This position requires night and weekend work. The Senior Usher reports to the Director of Front of House Operations. During events, the Senior Usher reports to the House Manager and other event supervisory staff.

Duties & Responsibilities

• Assist in supervising and instructing assigned usher staff.
• Provide advice and assistance to usher staff as needed.
• Ensure compliance with general safety policies and procedures for both patrons and staff.
• Accurately read and interpret theater tickets.
• Review fire evacuation procedures with ushers before every event.
• Provide quality customer service, addressing inquiries, requests, and complaints.
• Assist patrons requiring special attention.
• Adhere to and enforce the late seating policy.
• Maintain a clean work area before, during, and after events.
• Act as a searcher, disabled person’s aid, traffic director, or leader during emergencies.
• Assume usher duties during events as required.
• Fill in as Floor Supervisor when needed during events.

• Attend various staff meetings and trainings as required.
• Refer to policy and procedure manuals, safety plans, and floor plans as necessary.
• Operate various equipment such as telephones, assisted listening devices, two-way radios, ropes/stanchions, wheelchairs, coat check equipment, flashlights, etc.
• Participate in usher training.
• Perform related duties as required.

Education and Experience

• Requires a high school diploma or GED equivalent supplemented by four years of customer service experience, with at least two years of experience in live events or an equivalent combination of education, training and experience that provides the required knowledge, skills and abilities.
• Previous live events experience is required.
• Previous usher experience highly preferred.

Knowledge, Skills and Abilities

• Excellent interpersonal and customer service skills.
• Friendly and professional demeanor.
• Ability to remain calm and composed under pressure.
• Knowledge of basic theater etiquette and procedures is a plus.
• Bilingual in English and any other language is a plus.

Physical Requirements

• See and read tickets in low level lighting
• Stand for long periods of time (1-4 hours)
• Walk up and down stairs
• Walk up and down incline
• Work in high levels including the balcony
• Respond quickly in emergency situations