Usher Captain

Usher CaptainPhoenix Convention Center · Symphony Hall & Orpheum Theatre · Phoenix, AZClientPhoenix Convention CenterVenuesSymphony Hall (up to 22 volunteer ushers) | Orpheum Theatre (up to 16 volunteer ushers)Employment TypePart-Time, Event-BasedActive SeasonSeptember 1 - June 1 (dark period June-August, except ~4 June events)Shift Length4 to 5 hours per event | 4-hour minimum guaranteedEarly Call30-60 minutes prior to doors for program insert setupPay RateTBDUniformElevated dress - jackets and slacks (Orpheum) | Sport jacket, pseudo white shirt, black pants (Symphony Hall). Provided by S4 Global Solutions.IMPACTThe Usher Captain provides on-floor leadership and guest services oversight for every event at Orpheum Theatre and Symphony Hall. This position is responsible for directing and managing volunteer usher teams - up to 22 at Symphony Hall and up to 16 at Orpheum Theatre - ensuring accurate seating, strong guest service, and smooth floor operations from pre-show through event conclusion. The Usher Captain is the primary liaison between the usher and Theatre Front of House Operations Teams, S4 Global Solutions program management, and the escalation point for all seating and guest service matters during the event.RESPONSIBILITIES & DUTIESDirect and supervise volunteer usher teams at each event - up to 22 ushers at Symphony Hall and up to 16 at Orpheum Theatre.Manage and support volunteer usher teams, fostering communication, consistency, and excellent guest service.Conduct pre-event (Front of House) briefings to communicate post assignments, seating maps, event-specific instructions, and expectations for the volunteer team.Arrive during the early-call window (30-60 minutes before doors) to coordinate program insert stuffing and portal door setup with the usher team.Assign and confirm all floor posts and ensure volunteers are briefed and in position before doors open.Oversee guest seating operations to ensure accurate placement in accordance with ticketed sections.Resolve seating conflicts, ticketing discrepancies, and guest concerns in a calm, professional manner.Implement venue policies such as late seating, food/beverage policies, and photography guidelines.Coordinate ADA and accessibility seating assistance to ensure all guests receive appropriate support.Monitor usher performance throughout the event; reposition volunteers as needed to manage floor demand and guest flow.Serve as the primary point of contact between the usher team and venue operations or event production staff.Maintain understanding of venue emergency evacuation protocol and procedure, including, but not limited to evacuation routes, emergency meeting locations, and refuge areas.Maintain radio communication with the House Manager throughout the event.Document and report all incidents, seating irregularities, or escalated guest concerns to House Manager by event conclusion.MINIMUM QUALIFICATIONSMust be 18 years or older.English-speaking required; bilingual (English plus additional language) preferred.Ability to read and interpret venue seating charts and floor plans.1+ years of supervisory or lead experience in a venue, hospitality, or live event environment.Professional appearance and composure in high-energy, customer-facing event settings.Strong communication and effective interpersonal skills.Must pass a background check as required by the client prior to first event.Ability to stand, sit, climb stairs, ramps, or inclines for extended periods.Available for a flexible event-based schedule including evenings, weekends, and holidays.DESIRED QUALIFICATIONSPrior experience at a performing arts venue, theater, or convention center.Bilingual English/Spanish or English/other language.Familiarity with ADA accommodation procedures and accessible seating practices.Experience leading teams of 10+ in guest-facing or service-oriented environments.Experience onboarding or orienting new volunteers or seasonal staff.