About this role
BASIC FUNCTION
Provide professional service that ensures the well-being and safety of patrons and theatre during Flynn Center events. Oversee all front-of-house operations including management of Ushers, communication with the Box Office Manager, and coordination with Rental Company, Stage Manager, and/or Flynn staff, as well as bar/concessionaires, merchandiser, and caterers.
PRIMARY DUTIES
- Arrive 2 ½ hours before the scheduled curtain time.
- Complete pre-show Fire Safety inspection and facilities checklists.
- Obtain House Manager Information sheet and Usher attendance list.
- Obtain seating configuration/capacity and relevant production information from Flynn Manager.
- Obtain current ticket sales and accessibility needs from Box Office Manager.
- Coordinate with Stage Manager (for rental shows) or Flynn staff (for Flynn events) regarding opening of the house, start of show, late seating, and resuming show after intermission.
- Mark off reserved and accessible seating.
- Conduct pre-show meetings with Ushers to review emergency procedures and relay pertinent show information from the House Manager Information sheet.
- Assign Usher positions and responsibilities:
Pre-show: Check the house.
- House open positions: Ticket takers (main lobby) and Ushers to help seat patrons (in House).
- During the show: Close doors, follow late seating policy, be a presence in the back of the house.
- Post show: Open doors and monitor exit of patrons, clear, clean, and restore seating areas.
- Follow protocol to assist patrons with accessibility needs.
- Dim Bar/Concessions lights to alert patrons the show is about to begin or resume.
- Be available to support Ushers as they greet latecomers and follow the late seating policy.
- Handle any problems in a friendly and courteous manner; obtain the name and contact information of the patron if there are issues that Flynn staff will need to follow up on.
- Complete incident reports to document any injury, falls, illnesses, or other incidents relating to patrons or staff.
- Be a presence and available in the back of the house during shows.
- Assist Bar/Concessions as needed.
- Assist with evacuation during an emergency and communicate with Fire, EMS, or other emergency personnel upon arrival.
- At the end of each show, monitor the exit of patrons and assist Ushers in clearing, cleaning, and restoring seating. Release Ushers when post-show duties are complete.
- Obtain final sales reports/settlements from Bar/Concessions and Merchandiser.
- Complete post-show checklist and House Manager Report.
- Full understanding of the House Manager Manual, Ushers Handbook, House Manager Report, Pre and Post Show Checklists, and Fire panel instructions.
REQUIREMENTS
- Take direction from Flynn Management; work collaboratively with other Flynn staff, as required.
- Must be at least 18 years of age.
- Availability and flexibility to work nights and weekends based on performance schedule.
- Be able and willing to work all shows, all genres, including music concerts.
- Ability to follow protocol and remain calm during an emergency.
- Ability to supervise Ushers, Bar/Concessions, and Merchandiser.
- Ability to stand, walk, bend, etc. for extended periods, lift up to 30 lbs., and occasionally use stepstool or small ladder.
- Ability to communicate effectively with Ushers, Box Office Manager, Stage Manager, and Flynn Staff.
- Positive, engaging personality, and professional appearance.
- Possess excellent customer service skills to help ensure our patrons have a positive experience.
- Exceptional interpersonal and communication skills.
- Basic math and computer skills.
SUPERVISION EXERCISED
- Ushers
- Bar/Concessions staff
SUPERVISION RECEIVED
- From Flynn Management, work collaboratively with other Flynn staff, as required.
QUALIFICATIONS
- Possess excellent customer service skills to help ensure our patrons have a positive experience.
- Ability to use good judgment and make timely decisions in situations that may require quick thought and action.
- Demonstrate and maintain a high level of responsibility and accountability.
- Ability to work in a fast-paced environment and effectively manage a large gathering of people.
- Exceptional interpersonal and communication skills.
- Two years’ relevant experience preferred.
- Forward-facing customer service highly desirable.
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This general outline illustrates the type of work that characterizes the Job Classification. It is not an all-encompassing statement of the specific duties, responsibilities and qualifications of individual positions assigned to the classification.