Title: Usher

Location: Baltimore, MD

Position Type: Part Time, Non-Exempt

Reports To: Front of House Manager / Head Usher

Summary
Ushers play a vital role as the face of the theatre, serving as the first point of contact for guests and shaping their overall experience. Through their welcoming demeanor, professionalism, and commitment to exceptional customer service, ushers embody the values and standards of The Lyric. Their interactions—from greeting guests and answering questions to resolving concerns—set the tone for each event and ensure that every visitor feels valued and supported.

Essential Duties and Responsibilities

• Greet and interact with all guests in a welcoming, friendly, and professional manner.
• Direct guests to their ticketed seats or to the appropriate seating section.
• Ensure that only guests with the proper ticket are sitting in assigned section.
• Answer guest questions regarding the event and facility, e.g., location of section, restrooms, concession stand, first-aid, etc.
• Resolve complaints, disturbances or related issues with guests.
• Forward complaints to Head Usher, House Manager, or General Manager as applicable.
• Ensure guests follow all venue and event policies and code of conduct requirements.
• Keep aisles, concourses, and stairs clear of guests while event is in progress.
• Monitor assigned area(s) for spills or situation requiring staff attention and report accordingly.
• Remain vigilant throughout the entire event to ensure “late” seating is properly executed.
• Perform other related duties as assigned by supervisor.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience

• High School diploma or equivalent

Knowledge/Skills and Abilities

• Excellent interpersonal and communication skills.
• Must be personable and pro-active in providing assistance to all guests with the highest level of customer service.
• Must be able to work flexible hours including nights, weekends and holidays.
• Must be able to work in a team environment, interacting with multiple departments.
• Understand written and spoken English.
• Must be able to communicate in a clear manner with guests and teammates.
• Must be able to see and read small sized text on tickets (paper and electronic).

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Works in a variety of environments, including but not limited to heights, elevators, darkened theatre, around crowds, loud noises, and flashing lights.
• Able to stand for extended periods of time.
• Able to navigate a variety of floor surfaces and areas, including walking up and down stairs.
• Able to perform all tasks in a dark or dimly lit environment