Position –Usher/Ticket Taker/Customer Service Rep

POSITION:                   Usher/Ticket Taker/Customer Service Rep

DEPARTMENT:           Security

REPORTS TO:             General Manager

FLSA STATUS:            Hourly/Nonexempt/Seasonal

Summary

Under the supervision of the General Manager and Box Office Manager, this position is responsible for directing and guiding guests to appropriate seat location, handling any questions/comments/suggestions from guests and communicating facility amenities. In addition, ushers/ticket takers are responsible for assisting with all aspects of the customer fan experience, including but not limited to, building entry procedures, ticket scanning, directing fans to appropriate locations, answering questions, and responding to customers’ needs during arena events.

Essential Duties and Responsibilities

• Responsible for scanning guests’ tickets as they enter the building.
• Direct guests to seats listed on their tickets.
• Respond to any guest incidents including, but not limited to, fights, injuries, and illnesses.
• Communicate facility amenities to guests as needed and requested.
• Provide excellent customer service by remaining calm and courteous.
• Help guests find their party.
• Log all required information on appropriate forms, including but not limited to, incident reports and lost and found log.  

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Education and/or Experience          

• On-the-job training provided.
• HS diploma or G.E.D. preferred.
• Must be able to stand, walk and climb stairs for duration of shift.
• Shifts generally last 6-8 hours.
• May be exposed to adverse weather conditions.
• Must be able to work nights, weekends, and holidays as well as during normal business hours.
• Must be able to multi-task and work well under pressure in a fast-paced environment.  

Skills and Abilities  

• Must be able to maintain an effective working relationship with clients, employees, exhibitors, patrons, and others encountered in the course of employment.
• Ability to communicate with and take direction from immediate supervisor and facility management.
• Possess excellent verbal and interpersonal skills and interact with all levels of staff, including management.
• Remain flexible and adapt to fluid situations in which daily job duties change suddenly.
• Ability to handle/resolve high tension situations and respond with professional demeanor.
• Excellent communication, problem solving and organizational skills.
• Work independently, exercising judgment and initiative.
• Must possess professional presentation, appearance and work ethic. 

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee may be required to work indoors and outdoors as required by the function. 
• Must have the physical ability to maneuver around facility(ies), at times, walking and/or standing up to 6-10 hours daily, as well as the ability to lift in excess of 25 pounds. 
• This position is also exposed to adverse conditions including inclement weather, noise fumes, etc. 

NOTE: The essential responsibilities of this position are described under the headings above.  They may be subject to change at any time due to reasonable accommodation or other reasons.  Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.