Front Of House Services Usher

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Description

Department: Audience Services

Reports To: Events & Personnel Manager

FLSA Classification: Non-Exempt

Status: Part-time; flexible schedule requires daytime, and frequent evening and weekend availability

Salary: $16.44 Hourly

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.

Requirements 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

Assist Audience Services Management Team with departmental tasks/projects.

Performance Expectations

• 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

The Minnesota Orchestra is primarily a place-based organization. While working on site at Orchestra Hall or the administrative offices, work is performed in an open office environment with moderate noise levels in a cubical desk configuration and in a performing art building on stage, in a lobby or other location within the facility, and occasionally in an outdoor environment for outdoor concerts, or other activities.

• Sit or stand at a desk, counter, or other work surface
• Stand and walk with limited breaks for event management 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
• Operate a computer, phone…