Lead Usher

Job Title

Lead Usher

The starting hourly rate for this position is $27.00 per hour.

A great experience starts with you! Join our team to help create and develop the future of live entertainment and sports in Orange County! Mission:
To enrich the lives in our community through shared experiences, welcoming spaces, and responsible actions. Vision:
We will be the social and entertainment center of Orange County - a place where the cultural kaleidoscope of the region converges and connects. Our vibrant, rich collection of experiences will celebrate the diversity of our community. Values:
Be Safe | Do the Right Thing | Be Generous | Include Everyone | Make it Easy | Be Bold

OCVIBE is seeking enthusiastic Lead Ushers to oversee and support Ushers on event days. The Lead Usher helps ensure that Ushers are working in their assigned areas and maintaining the highest standards of customer service. All event team members are expected to uphold the venue's quality standards and help create a safe, fun, and seamless experience for all guests. Our goal is to make each guest’s experience at the venue as enjoyable and pleasant as possible.

The Lead Usher maintains a friendly and professional demeanor, assists guests as needed, and provides guidance and support to event team members. The ideal candidate will have experience leading a team and providing in-person customer service.

• Direct and supervise Ushers, Ticket Takers, and Guest Services team members
• Provide customer service by greeting and assisting guests and responding to inquiries and complaints
• Help lead and train team members to ensure they are well-informed about event- and building-specific details
• Assist with coordinating meal and rest breaks
• Assist management in ensuring compliance with venue policies, procedures, and safety regulations
• Oversee Guest Services team member performance and work assignments
• Inspect ADA seating areas and partner with the Box Office on ADA seat relocations
• Distribute and maintain accountability for ticket-scanning equipment and wristbands, when necessary
• Work with Event Security on designated incidents
• Return and document lost-and-found items through Guest Services
• Participate in post-event debriefings
• Assist management with disciplinary actions
• Ensure team members comply with appearance and uniform guidelines
• Conduct pre-event briefings, which may include speaking in front of groups of approximately 10-15 people
• Communicate with management or designated management team members regarding challenges and the status of assignments
• Work with Box Office personnel regarding ticket relocations, upgrades, and other ticketing logistics related to customer service within seating areas
• Work with Event Security and First Aid personnel on designated guest incidents
• Follow established procedures during evacuations and emergencies
• Ensure necessary team equipment, including radios and headsets, is prepared for Ushers before events, returned to the appropriate location, and properly charged following events
• Gather post-event notes from Ushers and relay relevant information to the Event Manager at the conclusion of each event
• Lead post-event huddles and communicate relevant notes, feedback, and event information to the Event Manager for inclusion in the post-event report
• Perform other related duties as assigned

• High school diploma or equivalent
• Must be at least 18 years of age
• Excellent interpersonal skills, professionalism, and diplomacy
• Strong written and verbal communication skills
  
  Knowledge of ticketing processes
• Thorough knowledge of the venue’s seating areas, including sections, rows, and seat numbers
• Ability to prepare thorough departmental incident reports
• Ability to remain calm and professional during tense or challenging situations
• Ability to establish and maintain effective working relationships with team members and supervisors
• Ability to walk and/or stand for extended periods
• Ability to work in varying indoor and outdoor climates
• Flexible availability, including the ability to work at least 80% of monthly events and work nights, weekends, and holidays as required
• Knowledge, Skills and…