Lead Usher: Guide Teams & Elevate Guest Experience

Honda Center; Anaheim (CA); On-site; USD 31,000 - 44,000; Full time

Job summary

OCVIBE is seeking enthusiastic Lead Ushers to oversee Ushers on event days at the Honda Center in Anaheim. The Lead Usher helps ensure staff are in their assigned areas and maintain high customer service standards.

The Lead Usher role focuses on directing staff, delivering top-tier customer service, and ensuring safety and smooth operations during events. On-site position with flexible evenings, weekends and holidays required.

Qualifications

• High school diploma or equivalent.
• Must be at least 18 years of age.
• Excellent interpersonal skills, professionalism, and diplomacy.
• Strong written and verbal communication.
• Knowledge of ticketing processes.
• Thorough knowledge of the venue’s seating areas, including sections, rows, and seat numbers.
• Ability to prepare thorough departmental incident reports.
• Ability to remain calm and professional during tense or challenging situations.
• Ability to establish and maintain effective working relationships with team members and supervisors.
• Ability to walk and/or stand for extended periods.
• Ability to work in varying indoor and outdoor climates.
• Flexible availability, including the ability to work at least 80% of monthly events and work nights, weekends, and holidays as required.

Responsibilities

• Direct and supervise Ushers, Ticket Takers, and Guest Services team members.
• Provide customer service by greeting and assisting guests and responding to inquiries and complaints.
• Help lead and train team members to ensure they are well-informed about event- and building-specific details.
• Assist with coordinating meal and rest breaks.
• Assist management in ensuring compliance with venue policies, procedures, and safety regulations.
• Oversee Guest Services team member performance and work assignments.
• Inspect ADA seating areas and partner with the Box Office on ADA seat relocations.
• Distribute and maintain accountability for ticket-scanning equipment and wristbands, when necessary.
• Work with Event Security on designated incidents.
• Return and document lost-and-found items through Guest Services.
• Participate in post-event debriefings.
• Assist management with disciplinary actions.
• Ensure team members comply with appearance and uniform guidelines.
• Conduct pre-event briefings, which may include speaking in front of groups of approximately 10-15 people.

Skills

Interpersonal skills

Communication skills

Diplomacy

Calm under pressure

Education

High school diploma or equivalent

Job description

OCVIBE is seeking enthusiastic Lead Ushers to oversee Ushers on event days at the Honda Center in Anaheim. The Lead Usher helps ensure staff are in their assigned areas and maintain high customer service standards.

The Lead Usher role focuses on directing staff, delivering top-tier customer service, and ensuring safety and smooth operations during events. On-site position with flexible evenings, weekends and holidays required.