Primary Function 

The Usher Captain supervises volunteer ushers and assists Floor Managers and the House Operations Manager with on-site event management, while maintaining focus on excellent internal and external customer service.

Duties and Responsibilities

• Supervises, trains, 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. The designated self-provided uniform consists of black slacks or a skirt with a white shirt. (A black vest and a tie or scarf will be provided by the Shubert upon the employee’s first shift.)
• 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.
• Responsible for peer training as applicable.
• Provides a minimum of 50% availability for monthly shift openings.
• Performs other duties as assigned.

 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.

Credentials and Experience

• Prior customer service experience in a service-oriented environment.
• Current CPR/First Aid/AED/BBP certification is a plus.