Usher Captain - Shubert Theatre - New Haven, CT

The Opportunity

• Are you a natural leader who thrives in fast-paced environments and loves creating memorable guest experiences?
• Do you have a passion for customer service and the performing arts?

Primary Function

The Usher Captain leads a team of ushers to ensure smooth event operations and exceptional guest experiences. This role oversees front-of-house logistics, enforces safety protocols, and serves as the main point of contact for staff and patrons during events.

Duties and Responsibilities

• Supervises, and motivates the volunteer ushers in assigned area. Takes necessary steps to engage the volunteers and clarifies the role and expectations of the volunteers in coordination with the Floor Managers.
• Arrives to shifts on time in the designated uniform. The designated self-provided uniform consists of black slacks or a skirt with a white shirt. (A black vest and a tie or scarf will be provided by the Shubert upon the employee’s first shift.)
• Assists patrons with finding their seat by verifying their correct seating level at the Floor Door and directing them to the proper aisle, especially during peak arrival times.
• Ensures that a proper number of programs are available for assigned area and assists in stuffing them or coordinating the stuffing of programs as needed.
• 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 program, 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 Shubert policy.
• Handles accident situations, using first aid if trained, and securing as much information as possible to assist the manager with completing an incident report. Notifies Floor Manager/House Operations Manager for assistance.
• Plays a key role in emergency evacuation procedures.
• Aids in the security of the hall (e.g., keeps patrons from standing in the aisle or on seats, etc.) and immediately reports any security/safety concerns to supervisor or security as necessary.
• Collaborates with Floor Managers in closing of assigned area, making sure there are no patrons on the assigned level, either in the seating area, bathrooms, or elsewhere.
• Supports special event needs by providing on-site reception/meeting/visiting merchandise services.
• Stays informed and educated on policy and procedural changes through regular monitoring of email for Shubert communications and attendance at mandatory event staff meetings.
• Responsible for peer training as applicable.
• Provides a minimum of 50% availability for monthly shift openings.

Other Duties

• This job description is not designed to cover or contain an exhaustive listing of duties, responsibilities, and key performance objectives that are expected of the employee. These items may change, or new job-related items may be assigned from time to time.

Knowledge, Skills and Abilities

• Proficient communication skills.
• Ability to remain calm and resolve challenges and/or requests in a fast-paced environment.
• Ability to lift up to 25 pounds and stand for up to 4 hours.
• Ability to work a flexible schedule that includes evenings and weekends.

Credentials and Experience

• Prior customer service experience in a service-oriented environment.
• Current CPR/First Aid/AED/BBP certification is a plus.
• Base pay for this role $17/hour.

Special Requirements

• Background check
• The majority of CAPA’s public events take place at night and on weekends. This position requires occasional presence on-site during nights and weekends.

The Connecticut?Association for the Performing Arts (CAPA) is an Equal Opportunity Employer. CAPA does not discriminate in its employment decisions on the basis of race, religion, color, national origin, sex, pregnancy, lactation status, gender identity or expression, sexual orientation, age, disability, veteran or military status, genetic information, or any other protected status.