Fox Usher Supervisor - Fox Theatre

Ilitch Sports + Entertainment; Detroit (MI); On-site; USD 36,000 - 56,000; Full time

Job summary

The role demands leadership, strong communication, and the ability to stay calm amid crowds, with irregular hours including nights, weekends, and holidays. Experience in public-facing roles is valued.

Qualifications

• Minimum two years related experience in a leadership capacity.
• Extensive experience working with the public is recommended but not required.
• Any equivalent combination of experience and training which provides the knowledge and abilities necessary to perform the work.
• Possess the highest integrity and ethical standards along with a great deal of compassion for others.
• Outstanding ability to establish and maintain strong working relationships with event colleagues.
• Strong communication, listening, and customer service abilities.
• Detail oriented.
• Ability to remain calm in loud, high-energy environments.
• Comfortable working in a crowd with large amounts of people.
• Ability to manage multiple challenges at once.
• Ability to creatively problem solve.

Responsibilities

• Oversee Guest Service at every event and ensure guest satisfaction.
• Ensure guests in their area have a wonderful experience and assist with concerns including seating and other guest issues.
• Address concerns involving other guests and ADA needs while delivering first-class customer service.
• Provide coaching and assistance to event colleagues as needed and coordinate with other departments to resolve questions.
• Receive a break during the event while staying available to support the team.
• Reach out to the proper department to get answers to event-related questions.

Skills

Leadership

Customer service

Communication

Conflict resolution

Crowd management

Job description

Amaze, Inspire, UniteJob Summary:The Usher Supervisor is responsible for managing the Guest Services Desk to ensure any guest questions or issues are addressed promptly and to the guest’s satisfaction during events. These individuals are also responsible for ensuring that our event colleagues are prepared to amaze, inspire, and unite our guests, and provide guests the first-class experience that they have come to expect at the Fox Theatre and all of our venues. The Guest Experience Supervisor is also expected to treat all colleagues and guests with respect, kindness, and compassion.Key Responsibilities:• Responsible for Guest Service at every event.• Make sure the guests in their area are having a wonderfulexperience at the event, assisting them with any concern or problem they may have including but not limited to:• Seating concerns.• Concerns involving other guests.• Assistance with any ADA needs.• Are providing our guests with first class customer service.• Receive a break during the event.• Feel comfortable assisting colleagues, questions, potentially coaching and or any other assistance.• Reaching out to the proper department to get any and all guest questions answered as it relates to the event.Supplemental Job Functions:• Performs other duties as assigned throughout the District Detroit venues.Minimum Knowledge, Skills and Abilities:• Minimum two years related experience in a leadership capacity.• Extensive experience working with the public is recommended but not required.Any equivalent combination of experience and training which provides the knowledge and abilities necessary to perform the work• Possess the highest integrity and ethical standards along with a great deal of compassion for others• Outstanding ability to establish and maintain strong working relationships with event colleagues• Strong communication, listening, and customer service abilities• Detail oriented• Ability to remain calm in loud, high-energy environments• Comfortable working in a crowd with large amounts of people• Ability to manage multiple challenges at once• Ability to creatively problem solvePreferred Knowledge, skills and abilities:• Experience working in a leadership role• Experience working with the public and customer serviceWorking Conditions:• Irregular and extended hours including nights, weekends, and holidays• Exposure to moderate - high noise level• Ability to stand for 5 hours at a time, walk long distances and climb stairs• Ability to lift up to 25 lbs.• Frequent visual/auditory attentionThe physical demands and work environment characteristics described here are representative of those a colleague encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.All items listed above are illustrative and not comprehensive. They are not contractual in nature and are subject to change at the discretion of Olympia Entertainment.Olympia Entertainment is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regards to that individual’s race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity, age, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.The Company will strive to provide reasonable accommodations to permit qualified applicants who have a need for an accommodation to participate in the hiring process (e.g., accommodations for a job interview) if so requested.