Job Title: Guest Service Senior Usher Department: Guest Services As L.A.'s premier performing arts destination, The Music Center convenes artists, communities and ideas with the goal of deepening the cultural lives of every resident in Los Angeles County. The $80 million non-profit performing arts organization has three divisions: TMC Arts, TMC Ops and TMC Business Services. TMC Arts, The Music Center’s programming engine, provides year-round programming inside The Music Center’s four theatres, which include Walt Disney Concert Hall, Dorothy Chandler Pavilion, Ahmanson Theatre and Mark Taper Forum; on Jerry Moss Plaza; outside at Gloria Molina Grand Park, a 12-acre adjacent green space; and in schools and neighborhoods all over Los Angeles County. TMC Arts presents world-class dance with Glorya Kaufman Presents Dance at The Music Center, free and low-cost public concerts and events, as well as K–12 arts learning programs, workshops, performances, interactive experiences and special events. TMC Ops manages the theatres, Jerry Moss Plaza and Gloria Molina Grand Park, which comprise $3 billion in county assets, on behalf of the County of Los Angeles. TMC Business Services includes Advancement, Human Resources, Finance, Tech Services, and Marketing and Communications. The Music Center is also home to four renowned resident companies - Center Theatre Group, Los Angeles Master Chorale, LA Opera and LA Phil.
Job Summary:
Reporting to the Head Usher and House Manager, the Guest Service Senior Usher will provide excellent customer service and ensure that our guests have a positive experience while attending events. Guest Service Senior Ushers will oversee a section of the theatre (zone) and supervise a staff of ushers or ticket-takers as they welcome, seat and assist guests inside our theatre auditoriums.
Duties & Responsibilities to include but not limited to:
- Report to the Head Usher
- Provide training to staff as needed.
- Oversee a section of the theatre during performances (Zone)
- Supervise a staff of assigned ushers or ticket-takers
- Ensure essential positions of the zone are covered at all times meeting resident company requirements
- Ensure staff are given proper breaks in line with the Music Center Policy.
- Communicate efficiently and respectfully with other Seniors and Supervisors.
- Interact with Guests when there are seating issues or seating hold issues.
- Answer guest inquiries accurately and politely
- Scan (tear) tickets at theatre entrances if required
- Direct path of travel for guests attending events
- Inspect theatres for safety hazards and report to immediate supervisor
- Operate 2-way radios
- Oversee the placement of signage, stanchions, and program carts
- Respond to customer service issues with sensitivity and care
- General duties as assigned
- Assist senior guests and guests with disabilities into their theatres and seats
- Assist other departments when necessary and directed by the Head Usher or House Manager
- Adhere to the uniform policy and maintain a clean uniform and adhere to the grooming standards
- Adhere to the attendance policy and maintain regular attendance and punctuality
- Maintain a clean and safe workplace environment for employees and guests
- Must adhere to a no cell phone policy while in view of guests or inside theatre auditoriums
Qualification/ Skills:
- Prior experience as an Usher and Ticket-Taker
- Excellent knowledge of the seating areas of the theatres.
- Prior Customer Service experience preferred
- Excellent oral and written communication skills
- Maintain a friendly, courteous, and respectful demeanor
- Multi-lingual capabilities welcomed
Education & Experience:
- High School Diploma, GED or equivalent preferred. Students active in school with a valid work permit will be considered
Physical Requirements:
- Must be able to stand through duration of scheduled shift
- Must be able to walk through duration of scheduled shift
- Must be able to sit through duration of scheduled shift
- Must be able to walk up and down stairs to assist guests to and from their seats
- Must be able to bend and kneel to assist guests
- Must be able to lift to 20lbs