Head Usher- Event

POSITION SUMMARY

The Head Usher assists the Guest Services management in providing quality customer service and creating a positive experience for all guests attending events at the Broward Center for the Performing Arts (BCPA) in order to promote, support, and maintain BCPA's image as premier performing arts venue.

ESSENTIAL FUNCTIONS

• Deliver premium customer service in the most effective, efficient manner while at all times presenting positive images of BCPA.
• Monitor guest activity, arriving, seating, and exiting, to ensure implementation of proper procedures and a customer service.
• Remain as assigned throughout the event and until the venue is emptied of all patrons.
• Serve as primary event contact taking actions regarding guest and performance issues, customer service, emergencies, and guest safety as assigned.
• Assist in training and supervising volunteers in utilizing excellent customer service skills.
• Conduct "cue time" with volunteers as needed.
• Accommodate guests with special needs.
• Provide support for volunteers by creating a positive experience for all patrons.
• Prepare and distribute appropriately all identified Front of House reports as needed.
• Attend all necessary internal and external meetings in order to provide and receive accurate and timely communication regarding the coordination of PACA's initiatives.
• Develop and utilize skills that will promote an environment that supports the positive development of, and long term commitment from PACA volunteers.
• Identify and take corrective action for areas in need of repair or enhancement in order to prepare and maintain Front of House guest areas.
• Promote accurate and timely communication between departments and Front of House in order to support the needs of patrons and other departments.
• Will complete additional responsibilities as assigned.

CORE COMPETENCIES

• Customer Focus- Understand the needs of the customer (internal & external) and act accordingly to create an exceptional experience.
• Teamwork- Work as a collaborative member of a group contributing to the overall mission, strategies and goals.
• Accountability- Take ownership for deliverables and actions and contribute value to the organization.  Accept responsibility for actions and outcomes.

KNOWLEDGE AND ABILITIES

• Able to maintain a physical presence at designated work locations, maintaining regular attendance, punctuality and work a flexible schedule including nights, weekends, and holidays as events required.
• Able to communicate effectively, both written and verbally, in English.
• Able to lift and distribute heavy program boxes up to 25 pounds.
• Able to learn, assist, and train volunteers in evacuation procedures and emergency conditions.
• Able to exhibit appropriate, professional, and corporate demeanor, considerable tact, and courtesy in a variety of situations.
• Effective analytical, problem-solving, conflict resolution, negotiation, and mediation skills.
• Skilled in implementing quality customer service.
• Knowledge of executing scheduled events.
• Able to work effectively and positively with others.

SUPERVISORY RESPONSIBILITIES

• n/a

DESIRED EDUCATION AND EXPERIENCE

• High School or Higher: General/Business/or any equivalent combination of training and experience.