Patron Services Captain 2 (Usher)

Job Summary

Patron Services at the Chan Centre for the Performing Arts provides exceptional guest service. The Patron Services Attendant has a variety of duties serving three, venues including the 1,400 seat Chan Shun Concert Hall, the 275 seat Telus Studio Theatre and the 160 seat Royal Bank Cinema. This role is the public face of the venue, welcoming patrons and delivering a premium level of customer service, while ensuring that health and safety, policies and standards are upheld. The Patron Services Usher Captain maintains a wide range of knowledge of Chan Centre ticket and front of house related amenities and supports patrons by coordinating a range of services including welcoming patrons, ticket-taking, wayfinding, ushering, coat checking and extended customer purchases such as bartending, pre-ordering and play a vital role supporting the Patron Services team.

Organizational Status
The Usher Captain position assists the Patron Services Coordinator in supervising Chan Centre ushering staff to ensure strong, efficient customer service.

Work Performed

• Provides a premium level of customer service to patrons before, during, and after events.

• Welcome patrons to the venue and ensure their safety before, during, and immediately after the event.

• Assumes duties within the Chan Centre Fire Plan, as required, including but not limited to guiding patrons to exits during or aiding in emergency situations.

• writing accurate reports and assigning staff breaks.

• Addressing patron accessibility, questions and needs.

• Attends pre-shift briefings and makes note of event specific instructions, timings and special requirements.

• Responds to guests needs, resolve routine queries and problems, escalating more complex issues to the Coordinator.

• Maintains order and ensures adherence to safety rules.

• Maintain venue appearance and presentation, both before the house opens for patrons and at the conclusion of the event.

• Ushering patrons to their seats.

• Assists with the lobby set-up and dismantling of events that occur in the lobby and lounge.

• Contributing team member with a focus on customer service.

• Provides exemplary guest service in accordance with Chan Centre policies and standards.

• Uniform – will be required to wear a uniform provided during events.

• Performs other duties as directed by the Patron Services Coordinator.

Consequence of Error/Judgement
Errors could have serious impact on relations with users and patrons and negatively affect the reputation of the Chan Centre and the University resulting in lost revenue. Errors in judgement could result in low staff morale, dissatisfied patrons and/or safety issues.

Supervision Received
Works under general supervision of the Patron Services Coordinators.

Supervision Given
Supervises Patron Services Attendants during performances and events.

Minimum Qualifications
High school graduation. A minimum two years’ experience in theatre or a related field.
- Willingness to respect diverse perspectives, including perspectives in conflict with one’s own

- Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion

Preferred Qualifications

• Excellent customer service background working in a Theatre or Concert Hall.

• A thorough understanding of Chan Centre policies and procedures.

• Able to work in a fast-paced, diverse, and multi-faceted team environment.

• Ability to communicate effectively verbally and in writing.

• Resourceful problem solver.

• Strong interpersonal skills. Energetic, positive, and enthusiastic self-starter. Proven track record of going above and beyond.

• Demonstrates ability to communicate effectively verbally with a broad range of people with a variety of abilities and backgrounds.

• Ability to mentor peers as well as take direction from a Coordinator.

• Ability to exercise tact, diplomacy and discretion in dealing with patrons.

• Must be able to navigate stairs, stand for 2 hours, as well lift and carry up to 15kg.

• Professional demeanor is essential to the position.

• Serving It Right responsible beverage service certificate would be an asset.

• Level 1 First-Aid certification would be an asset.