Assistant Manager, Usher Services

Washington, DC
Apr 13, 2019
May 12, 2019
Full Time
The Assistant Manager, Usher Services will assist the Manager of Usher Services with the recruitment, hiring, retention, training, supervision, motivation, outreach, and coordination of approximately 500 part-time ushers, as well as support for the REACH, Millennium Stage, Honors, special events, and other projects as needed. Schedule and manage event ushers. Assist in supervision of one full-time staff member, twenty part-time Head Ushers, and twelve Ushers' Desk Supervisors. Work independently, and be able to prioritize assignments and work under significant pressure.

Duties and Responsibilities

25% Direct and supervise approximately 500 part-time staff members including theater ushers and non-theater ushers, specifically door attendants, hall attendants, patron assistance ushers, coat room attendants, ushers' desk supervisors, lounge ushers, bus ushers and special events ushers. Serve as Evening Manager by coordinating all campus-wide events in conjunction with theater managers, various departments, and senior management. Monitor staffing levels in order to necessitate successful execution of public and private events; including the observation of theater usher performances, as well as supervising the performance of approximately 80 non-theater ushers. Respond verbally and in writing to patrons and supervisors, Department Heads, and Senior Staff to discuss upcoming events, recent guest service situations, work performance problems, crowd management, event execution, and other issues.

15% Schedule, supervise, and manage Special Events, with regards to Usher Services. Liaise with Special Events staff, Theater Managers, Security, Access, Development, Press, Production, and other Kennedy Center staff members to ensure all Special Events are coordinated, staffed, and managed from a guest services, safety, and security standpoint. Provide staffing and direct supervision of up to 60 ushers working large events, including Honors, New Year's Eve, 4th of July, galas, exhibits, festivals, etc.

15% Directly manage and supervise Head Ushers, REACH ushers, and Millennium Stage. Monitor usher performances, guest service attitudes, and adherence to rules by direct and indirect observation. Liaise with multiple departments to ensure performance standards.

15% Provide annual trainings for ushers on guest service requirements and proper procedures to meet the needs of 2 million guests and visitors to the Kennedy Center. Conduct individual trainings for ushers, including new and updated Usher Service policies, safety and security, job responsibilities, and Kennedy Center requirements. Update training curriculum to reflect real-life situations and ensure usher training procedures are on-trend with current guest service standards. Develop said trainings.

10% Track, prepare, and discuss Performance Reviews for approximately 80 non-theater ushers. Proactively provide coaching, counselling, follow-up, and resolution of performance and personal issues in conjunction with Human Resources, as necessary, to provide a productive employee environment. Oversee worker's compensation claims and coordinate with Human Resources. Investigate and attempt to resolve EEO complaints before referring to the Manager, Usher Services.

5% Oversee the hiring of as many as 25 part-time employees annually for non-theater positions. Review and evaluate applicant resumes. Interview candidates and make final hiring recommendations. Maintain written and computerized documentation of all recruiting activities.

5% Provide orientation for 60 - 70 new ushers annually on Usher Services' policies and procedures and guest service requirements in order to meet the needs of 2+ million guests and visitors to the Kennedy Center. Communicate both verbally and in writing with applicants, human resources department personnel, and supervisors regarding recruitment process. Ensure adherence to Equal Employment Opportunity hiring practices. Instruct and assist new hires in processing intake documentation consisting of state and federal tax forms, direct deposit authorization, retirement election forms, credit union membership election and emergency contact file information. Educate new employees regarding pay, benefits, personnel policies and procedures.

5% Manage New Hire Shadowing Program for all new, full-time personnel, arranging for them to work a performance in a theater, shadowing an usher.

3% Schedule and directly supervise 15 bus ushers managing school groups arriving and departing from the Kennedy Center. Provide continuity in these positions and manage guest service expectations when dealing with school age children. Liaise with Kennedy Center Education personnel, Theater Managers, and Security to ensure safety and security of all student groups.

2% Create and distribute quarterly Usher Newsletter.

N/A Other duties as assigned.

N/A Responds to the needs and requests of Kennedy Center management and staff in a professional and expedient manner.

N/A Adheres to all employer policies and procedures.

  • Bachelor's Degree in Business, Management or related field, or equivalent experience.
  • Three or more years of experience managing and supervising employees in a guest service environment, with increasing responsibility.
  • Office and/or business experience for handling daily correspondence and other paperwork requirements.
  • Experience in conducting group and individualized training.
  • Experience with computers, Microsoft Office Suite and Lawson payroll.

Minimum Skills and/or Knowledge Required
  • Strong organizational skills and ability to respond to changing priorities and situations.
  • Strong guest service and interpersonal skills; telephone etiquette. Flexible and able to work well with a widely diverse usher staff, members of the public, upper management and VIPs.
  • Outgoing personality; ability to react quickly and positively to changing requirements. Patience and a willingness to handle difficult situations tactfully and appropriately. Strong verbal and written communication skills. Must present a professional demeanor and appearance.

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 communicate in person and on the telephone. The employee is frequently required to use hands to finger, handle, or feel in order to operate computer keyboard, office equipment, and other essential tasks. The employee is frequently required to sit, stand, walk, bend, stoop, crouch, and reach with hands and arms. This position infrequently lifts, carries, or otherwise moves and positions objects weighing up to 25 pounds.

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.

The noise level in the work environment is generally quiet, with exposure to increased noise levels during some performances.

No travel is required.

The John F. Kennedy Center for the Performing Arts is a world premier performing arts organization and our nation's cultural center. Diversity is a critical component of our mission, vision, and values. Our staff exhibits a wide variety of perspectives and experiences which enable us to foster and strengthen an environment of diversity and inclusion. We offer a comprehensive range of benefits including medical, dental and vision insurance, paid vacation and sick leave, and a 403(b) retirement plan.

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