Daytime or Evening/Weekend Usher

Department:    Audience Services 

Reports To:   Events & Personnel Manager  

Classification:   Nonexempt  

Status:   Part-time 

Wage Range:   $16.00 - $18.00 per hour 

Direct Reports:   None 

Position Summary:  

Facilitate a positive audience experience and promote the Minnesota Orchestra by upholding the Audience Services Department standards of service— advocacy, efficiency and courtesy; by keeping up to date on Orchestra Hall products, services, policies, and procedures; by assisting with the training and mentoring of other Ushers; and by assisting the Audience Services Management Team with department related projects.

Essential Functions:   

Customer Service 

• Maintain and utilize complete and current information concerning Orchestra Hall products, services, facilities, policies, and procedures. 
• Communicate these items to customers and employees accurately and fairly 
• Understand event seating plan accurately communicate that information to customers 
• Keep appraised of concert information 
• Demonstrate the ability to work in all assigned locations and positions/shifts. 
• Able to explain emergency procedures upon request, act according to these procedures in the event of an actual emergency. 
• Uphold the Audience Services Department standards of service— advocacy, efficiency and courtesy. 
• Treat patrons as individuals with warmth and respect, while providing friendly, courteous and responsible service in an efficient manner 
•  Ensure that both internal and external customers feel that they are the primary purpose of the Association’s business and that the Audience Services Department exists to satisfy customers 
• Recognize and acknowledge customer compliments, comments and concerns, collect sufficient information to determine the issue, take appropriate action and communicate to the appropriate person 
• Demonstrate enthusiasm about Orchestra Hall products and services and convey this enthusiasm to customers 

Assist with the training and mentoring of other Ushers 

• Welcome other ushers to observe customer interactions 
• Demonstrate excellent customer service techniques and precise knowledge of products 
• Patiently and accurately answer questions regarding event/facility information, patron concerns, etc. 

Assist Audience Services Management Team with departmental tasks/projects. 

Performance Expectations:

A successful employee will strive for excellence through: 

• Demonstrating a commitment to the MN Orchestra Values
• Demonstrating integrity in actions and words  
• Professionalism in interactions
• Ability to adapt to change
• Creative and innovative problem-solving
• Actively seeking answers for concerns and questions
• Effective communication and customer service skills
• Developing organizational skills and the ability to prioritize 
• Proactive, timely and accurate completion of tasks and responsibilities 
• Staying current on programming and organization-related information
• Identifying and improving weaknesses in the department and self-performance

Minimum Qualifications, Skills, and Abilities:   

Education & Experience Required: 

• At least 16 years old  
• Strong verbal English communication skills   
• Previous customer service experience preferred  
• Background in music and/or the arts preferred 

Work Environment and Physical and Mental Demands:  

This position requires working onsite at Orchestra Hall in a lobby or other location within the facility, and occasionally in an outdoor environment for outdoor concerts, or other activities.    

While performing the duties of this position, incumbents may be required to do all or some of the following, with or without accommodation: 

• Sit or stand at a desk, counter, or other work surface  
• Stand and walk with limited breaks for event shifts (up to 6 hours). 
• Climb stairs, bend, and stoop for portions of shift. 
• Talk and/or hear spoken words, music, or other sounds  
• Use hands or fingers to handle or touch objects around them 
• Review documents, monitors, or displays with potentially small print   
• Mentally focus on tasks and apply sound reasoning and judgement 
• Work in or attend meetings or other events in any of the Orchestra locations or other sites as necessary 
• Operate a scanner  
• Lift/move objects (such as files, packages, props, or office equipment) or ensure objects are lifted/moved that may weigh up to 15 lbs. 

Availability: 

Workdays and hours for this position will fluctuate based on the schedule of concerts or events and work deliverables. Schedules will be created in collaboration with the employee approximately 2-4 weeks in advance. Employees must be available for a minimum of 10 hours per week. Maximum scheduled hours will not exceed 32 hours. Worked hours will not average more than 30 hours per week over a calendar year. Overtime is not allowed unless approved in advance for special circumstances.  Staff who average fewer than 30 Audience Services shifts in a year are open to review. 

Shifts will typically occur within the following times on any day of the week including holidays:  

• Daytime: 8:00AM-5:00PM  
• Evening: 5:00PM-10:30PM 

Required Meeting Attendance – We expect attendance at all scheduled meetings and training sessions, including active participation and following through in utilizing information communicated.  (Examples: Audience Services meetings, review meetings, manager one-on-ones, job specific training meetings, etc.) 

 Equal Employment Opportunity 

The Minnesota Orchestral Association is an equal opportunity employer and complies with all applicable discrimination laws. We recruit, hire, train and promote all persons without regard to race, color, sex, religion, national origin, sexual orientation, age, disability, creed, status with regard to public assistance or any other non-job related characteristic.