Front Of House Services Usher

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.

Customer Service

Maintain and utilize complete and current information concerning Orchestra Hall products services facilities policies and procedures.

o Communicate these items to customers and employees accurately and fairly

o Understand event seating plan accurately communicate that information to customers

o 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.

o Treat patrons as individuals with warmth and respect while providing friendly courteous and responsible service in an efficient manner

o Ensure that both internal and external customers feel that they are the primary purpose of the Associations business and that the Audience Services Department exists to satisfy customers

o Recognize and acknowledge customer compliments comments and concerns collect sufficient information to determine the issue take appropriate action and communicate to the appropriate person

o 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:

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.

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 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 and other common office tools or controls

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

Lift/move objects (such as files packages props or office equipment) or ensure objects are lifted/moved that may weigh up to 30 lbs and able to push loaded carts.

The typical workdays and hours for the organization are Monday Friday 8:00 am 5:00 pm with frequent evening weekend or holiday hours. Schedules will be created in collaboration with the incumbent approximately 2-4 weeks in advance.

Note:

This job description reflects the details which are generally necessary to describe the essential functions and requirements of this position and shall not be construed as the only ones that may be necessary for this position. The work environment and physical and mental demands described are representative of those an individual typically encounters while performing the essential functions of this position and shall not be construed as the only ones that may be necessary for this position.

An individual in this position must be able to successfully perform the essential functions requirements and demands of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position. Contact a member of the People and Culture team to discuss if reasonable accommodation can be made.

This document does not create an employment contract implied or otherwise other than an at-will employment relationship.

The Minnesota Orchestral Association retains the discretion to change any of the details of this job description at any time.

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.