Patron Services Captain 2 (Usher)

The University of British Columbia; Vancouver; On-site; CAD 32,000 - 34,000; Part time

Job summary

The University of British Columbia’s Chan Centre for the Performing Arts seeks a Patron Services Captain 2 to lead front-of-house operations during events. You’ll welcome patrons, ensure safety, and coordinate ushering, ticketing, and bar/service requests to deliver a premium guest experience.

As Usher Captain, you’ll supervise ushering staff under the Patron Services Coordinator, manage briefings, and maintain standards of safety and service across three venues in a fast-paced environment.

Qualifications

• High school graduation.
• Two years’ experience in theatre or related field.
• Commitment to equity, diversity and inclusion.

Responsibilities

• Provide premium customer service before, during, and after events.
• Welcome patrons and ensure safety during the event.
• Assist with ushering, ticket-taking, coat check, and related services.
• Address patron accessibility, questions and needs; escalate complex issues as needed.
• Maintain venue appearance and assist with lobby setup and event coordination.

Skills

Customer service

Verbal & written communication

Interpersonal skills

Team player

Problem solving

Education

High school graduation

Serving It Right certificate (asset)

First-Aid Level 1 (asset)

Job description

Staff - Union Job Category CUPE 2950 Job Profile CUPE 2950 Hourly - Front of House Captain 2 Job Title Patron Services Captain 2 (Usher) Department FOH & TIX Support | Chan Centre for the Performing Arts Compensation Range $23.61 - $23.61 CAD Hourly Posting End Date September 22, 2026 Note: Applications will be accepted until 11:59 PM on the Posting End Date. Job End Date Ongoing There are 4 vacancies for this position. At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.

Job Summary

Patron Services at the Chan Centre for the Performing Arts provides exceptional guest service. The Patron Services Attendant has a variety of duties serving three, venues including the 1,400 seat Chan Shun Concert Hall, the 275 seat Telus Studio Theatre and the 160 seat Royal Bank Cinema. This role is the public face of the venue, welcoming patrons and delivering a premium level of customer service, while ensuring that health and safety, policies and standards are upheld. The Patron Services Usher Captain maintains a wide range of knowledge of Chan Centre ticket and front of house related amenities and supports patrons by coordinating a range of services including welcoming patrons, ticket-taking, wayfinding, ushering, coat checking and extended customer purchases such as bartending, pre-ordering and play a vital role supporting the Patron Services team.

Organizational Status

The Usher Captain position assists the Patron Services Coordinator in supervising Chan Centre ushering staff to ensure strong, efficient customer service.

Work Performed

Provides a premium level of customer service to patrons before, during, and after events. Welcome patrons to the venue and ensure their safety before, during, and immediately after the event. Assumes duties within the Chan Centre Fire Plan, as required, including but not limited to guiding patrons to exits during or aiding in emergency situations. writing accurate reports and assigning staff breaks. Addressing patron accessibility, questions and needs. Attends pre-shift briefings and makes note of event specific instructions, timings and special requirements. Responds to guests needs, resolve routine queries and problems, escalating more complex issues to the Coordinator. Maintains order and ensures adherence to safety rules. Maintain venue appearance and presentation, both before the house opens for patrons and at the conclusion of the event. Ushering patrons to their seats. Assists with the lobby set-up and dismantling of events that occur in the lobby and lounge. Contributing team member with a focus on customer service. Provides exemplary guest service in accordance with Chan Centre policies and standards. Uniform – will be required to wear a uniform provided during events. Performs other duties as directed by the Patron Services Coordinator.

Consequence of Error/Judgement

Errors could have serious impact on relations with users and patrons and negatively affect the reputation of the Chan Centre and the University resulting in lost revenue. Errors in judgement could result in low staff morale, dissatisfied patrons and/or safety issues.

Supervision Received

Works under general supervision of the Patron Services Coordinators.

Supervision Given

Supervises Patron Services Attendants during performances and events.

Minimum Qualifications

• High school graduation.
• A minimum two years’ experience in theatre or a related field.
• - Willingness to respect diverse perspectives, including perspectives in conflict with one’s own
• Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion

Preferred Qualifications

• Excellent customer service background working in a Theatre or Concert Hall.
• A thorough understanding of Chan Centre policies and procedures.
• Able to work in a fast-paced, diverse, and multi-faceted team environment.
• Ability to communicate effectively verbally and in writing.
• Resourceful problem solver.
• Strong interpersonal skills.
• Energetic, positive, and enthusiastic self-starter.
• Proven track record of going above and beyond.
• Demonstrates ability to communicate effectively verbally with a broad range of people with a variety of abilities and backgrounds.
• Ability to mentor peers as well as take direction from a Coordinator.
• Ability to exercise tact, diplomacy and discretion in dealing with patrons.
• Must be able to navigate stairs, stand for 2 hours, as well lift and carry up to 15kg.
• Professional demeanor is essential to the position.
• Serving It Right responsible beverage service certificate would be an asset.
• Level 1 First-Aid certification would be an asset.

Company Culture & Diversity

The University of British Columbia is a global centre for research and teaching, consistently ranked among the top 20 public universities globally. A large part of what makes us unique is the community of engaged students, faculty, and staff who are collectively committed to shaping a better world. Recognized as a leading employer in British Columbia and Canada, UBC supports inspired students, faculty and staff on their journey of discovery, and challenges them to realize their greatest potential. New ideas, changing infrastructure, innovative technology, and fresh approaches are opening up possibilities for the future of research, teaching, and work. Are you ready to embrace the future together? Equity and diversity are essential to academic excellence. An open and diverse community f...