City of Fort Wayne

Job Description:

SUMMARY

Working under direction of the Theatre Operations Assistant Manager, incumbent supervises all volunteer usher operations at the Theatre which includes recruiting, training, and supervising volunteer ushers for concerts, movies, and other events at the theatre. The incumbent is expected to exercise good judgment, independence, initiative, and professional expertise in conducting day-to-day operations. All work duties and activities must be performed in accordance with the City safety rules and operating regulations, policies and procedures as well as federal, state, and local regulations. 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the ability to interact with the public, City incumbents, and outside agencies with patience, tact, respect, and professionalism and the following. Other duties may be assigned.

• Supervise all volunteer ushers;
• Assists in planning and implementing annual volunteer training;
• Recruits and assigns volunteers from list of qualified volunteers;
• Leads volunteer retraining as necessary;
• Ascertains all public spaces are safe and clean prior to and during event;
• Checks egress through all fire exits and audience walkways;
• Serves as the point of contact for patron safety;
• Investigates all patron injuries, complete and forward necessary documentation;
• Works in close collaboration with other area leaders to deliver the best possible guest experience.

MARGINAL FUNCTIONS

Performs other duties as assigned.

PERFORMANCE EXPECTATIONS

The incumbent is responsible to manage their performance in accordance with this job description and the performance expectations provided to them by management. If at any time the incumbent is unsure of their role or specific responsibilities, it is the incumbent’s responsibility to refer to their job description and ask for clarification from their supervisor. Management will work with the incumbent, as needed, to ensure performance expectations are clearly communicated and performance goals are achieved.

SUPERVISORY RESPONSIBILITIES

Has direct supervisory role for volunteers.

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 and/or EXPERIENCE

• High school diploma or general education degree (GED); Bachelor’s degree from an accredited university in a related field preferred;
• Two or more years’ experience working front of house operations with a large concert venue;

OTHER KNOWLEDGE, SKILLS and/or ABILITIES

• Proven track record of outstanding customer service and leadership skills to guarantee that the entire volunteer usher team is dedicated to ensuring that each and every guest experience at the Theatre is an exceptional one;
• Must demonstrate extreme patience with working with volunteers;
• Ability to train volunteers;
• Demonstrated supervisory skills;
• Demonstrated excellent communication skills;
• Flexible schedule required for events. Position will work mostly nights and weekends;
• Ability to establish priorities and manage multiple situations in a fast paced environment;
• Trained crowd manager certification preferred;
• Understands complex, varied non-standardized tasks, processes, or operations;
• Applies routine practices, rules, regulations, procedures, or techniques that are relevant to assigned tasks;
• Communicates efficiently and effectively while training various skills;
• Ability to establish and maintain a cooperative working relationship with departmental managers, operating staff and the general public.

LANGUAGE SKILLS

Level of instructions is generally accepted but is not always clearly applicable. Judgment is needed in selecting the most pertinent guidelines in interpreting precedents and in adapting to standards set by the Fort Wayne Parks and Recreation Department. Incumbent's contacts are with persons employed by other agencies, or with public. Incumbent handles questions, complaints requiring judgment and tact in order to render service, carry out policy and maintain coordination.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Incumbent makes choices and takes actions performing a variety of relatively standardized assignments. Errors in decisions or work are not immediately apparent through supervisory review, but are revealed through adverse effects on operations. Incumbents work consists of standardized practices and procedures. Work requires analysis and judgment. Work is reviewed for quality and accuracy at critical phases and upon completion.

CERTIFICATES, LICENSES, REGISTRATIONS

Valid Indiana Driver's License as individual will use Parks Department vehicle for deliveries.

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.

While performing the duties of this job, the employee is regularly required to stand, walk, and talk or hear. The employee frequently is required to sit; use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee is occasionally required to climb or balance. The employee must frequently lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work requires some contact with changing conditions, some lifting or moderate labor involved. Incumbent is normally standing, walking. Incumbent may require greater than normal physical abilities such as visual or hearing activity. While performing the duties of this job, the employee is regularly exposed to outside weather conditions. The noise level in the work environment is usually loud.