Broad Functions:

Supervises volunteer ushers. Assists House Managers and Patron Services Managers while continuing to focus on excellent internal and external customer service.

Duties and Responsibilities:

• Supervises, trains and motivates the volunteer ushers assigned to their area. Takes necessary steps to engage the volunteers and clarifies the role and expectations of the volunteers in cooperation with the House Managers.
• Punches in, ready to work, in designated uniform, at the scheduled arrival time.
• Directs patrons to the proper aisle and usher that will assist the patron to their seat.
• Ensures that a proper number of prompters are available for their assigned area and assists in stuffing them or coordinating the stuffing of prompters as needed. Directs and assists volunteers in the stuffing of prompters.
• Directs and assists volunteers with Ticket Scanning procedures as assigned.
• 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 prompter, 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 Bushnell policy.
• Handles accident situations, using first aid if necessary, and securing as much information as possible. Notifies Patron Services Manager for assistance.
• Takes an integral part in emergency evacuation procedures.
• Aids in the security of the hall (e.g., keeps patrons from standing in the aisle or on seats, etc.).
• Fills out all necessary floor report forms and turns in to Patron Services Manager at the end of the event.
• Collects all lost articles found by the ushers and turns them in to the House Manager at the end of the event.
• Closes their area after a performance by verifying that there are no patrons on the floor, either in the seating area, bathrooms, or elsewhere on the floor.
• Responsible for peer training as applicable.
• Covers the Customer Relations desk as needed.
• Responds to all patron questions and inquiries regarding The Bushnell.
• Handles all patron issues and strives to resolve issues with staff assistance from the Box Office and the Front of House staff. Documents issues and fills out proper paperwork.
• Assists with ticket scanning.
• Stays informed and educated on policy and procedural changes through attendance at mandatory quarterly Front of House meetings and regular e-mail communications.
• Other duties as assigned.

Education and/or Experience:

College degree and 2-3 years of related experience and/or training preferred

Experience in performing arts or entertainment a plus

Bi-lingual English/Spanish a plus

Situational:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

The Bushnell is a Not-For-Profit, Equal Opportunity Employers, proud to serve Connecticut and its citizens.