Usher Level 1 Part-Time (Casual)

Usher Position at The Guthrie

The Usher provides excellent customer service to all stakeholders of the Guthrie. This position has a complete understanding of all areas of the specific Usher level, strong record of attendance and punctuality, performs all the tasks required with little or no direct supervision and will work independently in various theater areas as assigned. All employees are expected to center, model and champion the Guthrie's core values of Artistic Excellence; Community; Diversity, Equity, Inclusion and Accessibility; and Fiscal Responsibility.

The Guthrie is an Equal Opportunity Employer. We are committed to building an equitable environment that finds strength in diversity of identity, experience and perspective. We are dedicated to hiring and developing talented teams which are inclusive and welcoming to individuals with different backgrounds, thoughts, and abilities. Applicants from populations underrepresented in the theater field are strongly encouraged to apply.

The Usher role has four levels with continued learning and growth opportunities. Each level builds from the previous level. Progression to the next level is dependent upon whether a next level position is available. To advance you must be proficient in the skills and knowledge required in each level, have a strong attendance record and a history of punctuality. As this position progresses to the next level there will be an increase in the hourly rate. Reasonable accommodations will be made as needed to perform the duties of the job at each level.

Operations Support

Level 1 Usher

• Attend training and orientations for Level 2 duties

Level 2 Usher (Lobby Greeter, Ticket Scanner, and Seater)

• Serve as a resource for patrons, guests, and staff to ensure a positive experience for all during the full performance / event experience.
• Cross train in all duties and responsibilities of lobby greeting, ticket scanning and seating roles.
• Guide and direct patrons to correct theater, seat location and other building amenities.
• Set up signage and equipment near theater entrances.
• Read and verify ticket information at correct theater entrance.
• Ensure that everyone entering a performance has a valid ticket.
• Scan tickets using handheld electronic ticket scanner.
• Safely guide patrons to seats during pre-show seating, mid-show seating opportunities and scene changes/transitions in low lighting conditions.
• Minimize disruptions at the theater doorways by assisting patrons as they enter and exit and ensure doors close quietly.
• Reset and prepare theater and lobby spaces for next performance, including but not limited to restocking program stands, stuffing or stickering programs with event information, putting away performance signage/equipment, properly disposing of loose trash and recycling items, and alerting House Manager of other cleaning needs.
• Collaborate with performance's Usher team, volunteers, House Manager, Box Office, Guest Services, and Public Safety staff as needed to best resolve patrons' requests and access needs.
• Complete Ill Patron / Medical Emergency Communication Training
• Implement proper safety and security procedures in the event of a medical emergency, or if there is interruptive or disruptive behavior.
• Communicating appropriate information to patrons, guests, and staff in a calm and productive manner.
• Guide patrons, guests and staff to emergency exits and areas of rescue as appropriate.
• Share details of patron experiences with the performance supervisor at the end of each shift.
• Other duties as assigned by the performance supervisor.

Level 3 Usher (Monitor / Vom Guard)

• Is proficient in all Level 2 Usher duties and responsibilities.
• Staff all Level 2 Usher positions as needed, with Level 3 (Monitor / Vom Guard) being the priority shift.
• Complete additional training shifts to learn Level 3 Usher (Monitor / Vom Guard) duties and responsibilities in each performance space.
• During showtime operations, work as a "Vom Guard" at various aisles and doorways to ensure stage and backstage aisle access is limited to cast and staff members only.
• During performances and events, monitor the audience as they watch the show and be alert for interruptive or disruptive behavior. Communicate with patrons in a professional and helpful manner while minimizing disruption to the performance.
• Collaborate with Usher team, volunteers, Box Office staff, and performance supervisors to respond to and resolve patron inquiries or concerns as needed.
• Share details of patron experiences with the performance supervisor at the end of each shift.
• Other duties as assigned by the performance supervisor.

Level 4 Usher (Access)

• Is proficient in all Level 3 Usher duties and responsibilities.
• Complete additional training shifts to learn Level 4 Usher (Access) duties and responsibilities in each performance space.
• Staff all Usher positions as needed, with Level 4 Usher (Access) being the priority shift.
• Complete pre-show walk-through to ensure safety of all patron routes to and from the patron seating areas.
• Use the Special Request reports and Access seating location map to ensure access seating and/or resources are in place prior to each performance / event.
• Safely guide and direct patrons to correct event entrances and seating with focus on patrons with access needs.
• Collaborate with Usher team, volunteers, Guest Services, Box Office staff and performance supervisor to ensure that additional requests or changes during showtime operations are completed efficiently and accurately.
• Reset space after each performance and prepare for next performance / event.
• Safely store unused Access resources in the appropriate locations.
• Assist performance supervisor with securing performance / event space.
• Share with the performance supervisor any additional patrons' access needs or changes that were made to better serve patrons at future performances.
• Safely guide patrons with access needs to areas of rescue during a building evacuation.
• Communicate effectively with House Manager the specific number of patrons in area of rescue location and wait with patrons until rescue personnel arrive.
• Complete other duties as assigned by each performance's House Manager.

Level 4 Lounge Usher

• Is proficient in all Level 3 Usher duties and responsibilities.
• Complete additional training shifts to learn Level 4 Lounge Usher duties and responsibilities in each performance space.
• Staff all Usher positions as needed, with Level 4 Lounge Usher being the priority shift.
• Supports the donor lounge and service drinks and snacks as assigned
• Secures the alcohol after each shift.
• Complete other duties as assigned by each performance's House Manager.

Stakeholder Support

Level 1 and 2

• Proactively greet and provide outstanding customer service in a warm, welcoming, and helpful manner to all patrons, guests, and staff.
• Become familiar with the Guthrie, theater houses, productions, special performances, offerings, and building highlights to share information with audiences and guests accurately.
• Become familiar with all available accessibility resources and offer to patrons as needed. Communicate questions or concerns about accessibility resources to Level 4 Ushers (Access) and performance supervisors as needed.
• Collaborate with Box Office staff to resolve ticketing or seating issues.
• Seek assistance from the performance supervisor, Guest Services and Public Safety as needed.

Level 3

• Solve customer service inquiries or issues, in adherence with Guthrie ticketing policies, before or during a performance while maintaining excellent customer service and composure.
• Use knowledge, skills, and training to partner with volunteers and Usher staff while assisting patrons.
• Use good judgement and seek help from supervisor if something is unclear or requires additional input/assistance.

Level 4

• Know and understand all Access resources available for each performance / event.
• Provide exceptional customer service, taking every possible step to ensure that patrons and guests have a positive experience.
• Consistently use knowledge, skills, training, and excellent judgement to assist patrons, seeking help from the performance supervisor, Guest Services, Box Office and Public Safety if something is unclear or requires additional input/assistance.
• Solve customer service inquiries or issues, in adherence with Guthrie ticketing policies, during showtime operations while maintaining excellent customer service and composure.

Talent Support

Level 1 - 3

• Assist and support Usher team and volunteers as needed in a respectful and helpful manner.

Level 4