Usher (Level 1)

Reports to:  House Manager

Compensation: $15.97 per hour

Benefits: Non-Benefits Eligible

This position is represented by a collective bargaining agreement with IATSE Local 13. 

Typical Schedule: This position is part-time (up to 20 hours per week) and non-exempt. This position’s hours are reflective of the performance schedule of the theater in which events are primarily scheduled on evenings and weekends. Availability for a minimum of three shifts per week, including at least one weekend shift each week, is required. 

Position Summary

The Usher provides excellent customer service to all stakeholders of the Guthrie. This position has a complete understanding of all areas of the specific Usher level, strong record of attendance and punctuality, performs all the tasks required with little or no direct supervision and will work independently in various theater areas as assigned. All employees are expected to center, model and champion the Guthrie’s core values of Artistic Excellence; Community; Diversity, Equity, Inclusion and Accessibility; and Fiscal Responsibility.

Primary Duties and Responsibilities

The Usher role has three levels with continued learning and growth opportunities. Each level builds from the previous level. To advance you must be proficient in the skills and knowledge required in each level, have a strong attendance record and a history of punctuality. As this position progresses to the next level there will be an increase in the hourly rate. Reasonable accommodations will be made as needed to perform the duties of the job at each level.

Operations Support

Level 1 – Usher (Lobby Greeter, Ticket Scanner, and Seater)

· Serve as a resource for patrons, guests, and staff to ensure a positive experience for all during the full performance / event experience. 

· Cross train in all duties and responsibilities of lobby greeting, ticket scanning and seating roles. 

· Guide and direct patrons to correct theater, seat location and other building amenities.

· Set up signage and equipment near theater entrances. 

· Read and verify ticket information at correct theater entrance. 

· Ensure that everyone entering a performance has a valid ticket. 

· Scan tickets using handheld electronic ticket scanner. 

· Safely guide patrons to seats during pre-show seating, mid-show seating opportunities and scene changes/transitions in low lighting conditions.

· Minimize disruptions at the theater doorways by assisting patrons as they enter and exit and ensure doors close quietly. 

· Reset and prepare theater and lobby spaces for next performance, including but not limited to restocking program stands, stuffing or stickering programs with event information, putting away performance signage/equipment, properly disposing of loose trash and recycling items, and alerting House Manager of other cleaning needs.

· Collaborate with performance’s Usher team, volunteers, Access Ushers, House Manager, Box Office, Guest Services, and Public Safety staff as needed to best resolve patrons’ requests and access needs. 

· Complete Ill Patron / Medical Emergency Communication Training

· Implement proper safety and security procedures in the event of a medical emergency, or if there is interruptive or disruptive behavior.  

· Communicating appropriate information to patrons, guests, and staff in a calm and productive manner. 

· Guide patrons, guests and staff to emergency exits and areas of rescue as appropriate. 

· Share details of patron experiences with the performance House Manager at the end of each shift.

· Other duties as assigned by performance House Manager. 

Stakeholder Support

· Proactively greet and provide outstanding customer service in a warm, welcoming, and helpful manner to all patrons, guests, and staff. 

· Become familiar with the Guthrie, theater houses, productions, special performances, offerings, and building highlights to share information with audiences and guests accurately.

· Become familiar with all available accessibility resources and offer to patrons as needed.  Communicate questions or concerns about accessibility resources to Access Ushers and performance House Managers as needed. 

· Collaborate with Box Office staff to resolve ticketing or seating issues. 

· Seek assistance from performance House Manager, Guest Services and Public Safety as needed. 

Talent Support 

· Assist and support Usher team and volunteers as needed in a respectful and helpful manner. 

Strategy Support

· Attend orientations and training shifts. 

· Actively participate in meetings, refreshers, activities, and trainings.

· Participate in semi-monthly check-ins with House Management Leadership

· Foster a work environment incorporating the Guthrie values of Artistic Excellence; Community; Diversity, Equity, Inclusion and   Accessibility; and Fiscal Responsibility.

· Complete other duties as assigned. 

Essential Knowledge and Qualifications 

Level 1 - Usher (Lobby Greeter, Ticket Scanner, and Seater)

• Demonstrated customer service experience required. 

• Can communicate effectively with the public and consistently present a warm, welcoming, and professional demeanor.

• Maintains composure in stressful situations.

• Can read printed and electronic tickets, use hand radios, small flashlights, and electronic scanning equipment effectively.

• Works effectively in a busy environment that includes crowded lobbies/theaters with moderate to high noise levels.

• Can stand, or if using a wheelchair remain seated, in the same location for extended periods of time, can read in low light conditions, can pick up items from the floor, and can lift/move/carry 10 lbs.

• Can adapt and move from area to area and perform different tasks as needed.

• Can report to work on time and in uniform for pre-show meetings.

• Can use online scheduling and timecard systems and submit schedule availability and timecards on time.

• Must be willing and available to work flexible hours/days to reflect the performance schedule of the theater. Availability for a minimum of three shifts per week, including at least one weekend shift each week, is required.

• Experience with and commitment to working with individuals and teams that exemplify diversity of identity, experience, and perspective, including but not limited to race, color, gender, gender identity, gender expression, age, family and/or marital status, creed, religion, ancestry, disability, national origin, sexual orientation or sexual identity, veteran status, genetic information, pregnancy, body size/type, status with regard to public assistance or any other basis protected by federal, state or local law.

WHO SHOULD APPLY?

The Guthrie relies on the talents of many artists and staff, both on and off the stage, to create powerful works of theater at the Guthrie. We are dedicated to building an equitable environment that is mixed across lines of difference. Acknowledging that there are many identities that are underrepresented in the theater overall, the Guthrie strongly encourages candidates who bring diversity of identity, experience and thought to apply. We also acknowledge that candidates can have unique and non-linear and transferable skills. We encourage you to apply even if you do not meet every single qualification but have transferrable skills and passion for our mission and vision.

WHY SHOULD I APPLY?

Be a part of a leading non-profit organization that is committed to serving not only the local Twin Cities community but the industry as a whole. In addition to a competitive salary, the Guthrie offers attractive employee benefits and staff perks, subject to plan or policy terms.

• Sick Time: One hour of sick time for every 30 hours worked (in concurrence with the Minneapolis and State of Minnesota Sick and Safe Time requirements)
• Transportation: Subsidized passes for Metro Transit buses and trains; Discounted pre-tax monthly ramp parking
• Complimentary Tickets: To all Guthrie productions
• Discounted Tickets: To all shows produced by the Guthrie and to some performances hosted by the Guthrie
• Classes and Camps: Discounts to Guthrie classes and camps
• Other Employee Perks: Wellness Program; Guthrie Store discount; Affinity Groups

ABOUT THE GUTHRIE

The Guthrie Theater engages exceptional theater artists in the exploration of both classic and contemporary plays connecting the community we serve to one another and to the world. Through its extraordinary artists, staff and facility, the Guthrie is committed to the people of Minnesota, and from its place, rooted deeply in the Twin Cities, influences the field as a leading 21st century arts organization. Every year more than 500 people, both on stage and off, help ensure our success in creating and supporting the highest level of theater. As an organization, we are committed to our values of Artistic Excellence; Community; Diversity, Equity, Inclusion, and Accessibility; and Fiscal Responsibility. The Guthrie Theater is located in the historic Mill District along the Mississippi River in Minneapolis, Minnesota. As the largest city in the state, Minneapolis offers a large variety of parks, lakes, great food, festivals, malls and more.

LAND ACKNOWLEDGMENT

The Guthrie Theater would like to acknowledge that we gather on the traditional land of the Dakota People and honor with gratitude the land itself and the people who have stewarded it throughout the generations, including the Ojibwe and other Indigenous nations.

Applicants must submit a resume to be considered for the position.