Overview

Seeking dedicated Ushers to provide exceptional customer service and assist guests with their needs while attending events at The Aud. Responsibilities include scanning tickets, locating assigned seats, answering questions about the event and facility, addressing service and safety issues, and enforcing facility rules and regulations to maintain order and ensure safety.

(Temporary Part Time for Approximately 12 Months)

Responsibilities

• Welcomes patrons and scans tickets using an electronic ticket scanner, or collect tickets when necessary.
• Performs bag checks as required.
• Helps patrons locate their assigned seats and resolves ticket and seating disputes, referring to a supervisor when needed.
• Answers event and facility questions, and directs patrons to service areas.
• Assists staff in enforcing facility rules and regulations by being proactive and alert.
• Understands relevant municipal and provincial policies, procedures, and codes, including but not limited to: Building, Emergency Preparedness, Alcohol and Gaming Commission of Ontario (AGCO), and the Accessibility for Ontarians with Disabilities Act (AODA) to monitor and advise patron behavior and provide information to supervisors as needed.
• Acts as first point of contact for patron incidents, illness and emergencies. Contacts supervisor, security, and emergency personnel as required.
• Supports emergency evacuation plans.
• Resolves customer situations diplomatically, referring to a supervisor when necessary. Maintains composure in managing situations that begin to escalate.
• Directs patrons to exits and provide assistance in emergencies as directed.
• Accepts deployment and shift responsibilities as assigned by the Event Coordinator or management team, including back-of-house areas where the event is not visible.
• Completes facility Event Occurrence Reports for assigned areas, using a City Incident Report when required.
• Support the greater Aud team by collecting dry garbage in assigned areas and dispose of it in collection areas.
• Performs other related duties as assigned.

Education

• Minimum equivalent to partial secondary school education.

Experience

• Up to 1 month of related experience.

Additional Requirements

• Hours of Work: Fluctuate with event bookings.
• Approximately 4 - 16 hours per week on average from
• September – March, to a maximum of 24 hours per week.
• Expected availability on Fridays, Saturdays, and Sundays.
• Smart Serve certification is an asset.
• Cash Handling/Transaction processing with POS.
• Usage of two-way radio (walkie-talkie).

Knowledge, Skills, and Abilities

• Ability to work on your feet and in the public eye for extended periods.
• Ability to deal with customers tactfully and effectively in a fast-paced, ever-changing environment with frequent interruptions.
• Ability to take direction and delegation from the management team and applicable staff.
• Clear communication with customers, answering queries in a timely and accurate manner, using multiple resources.
• Ability to accept guidance and coaching from the management team, embracing deployment and duties as directed.
• Ability to support and project values compatible with the organization and participate as an effective team member.
• Reliable with a good attitude and employment record.