Usher Level 1 Part-Time (Casual) at Guthrie Theater

Minneapolis, Minnesota, United States -

Full Time

Start Date

Immediate

Expiry Date

15 Oct, 26

Salary

16.47

Posted On

17 Jul, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Ticket Scanning, Crowd Management, Emergency Response, Communication, Conflict Resolution, Accessibility Support, Punctuality, Team Collaboration, Safety Procedures

Industry

Performing Arts

Description

Description Reports to: House Manager Compensation: $16.47 per hour Benefits: Non-Benefits Eligible This position is covered by a collective bargaining agreement with IATSE Local 13. Schedule: The needs of this position are defined as "Casual." Casual employees work on an intermittent basis and are scheduled as needed. Casual employees must work at least one (1) scheduled shift during two (2) scheduling periods in which work is offered to them in at least one (1) of the scheduling periods; this means working a minimum of (1) shift a month. Hours are reflective of the dynamic schedule of the theater. Please note: This position works year-round and is not a summer-only position. You must be able to continue working beyond mid-September 2026. Position Summary The Usher provides excellent customer service to all stakeholders of the Guthrie. This position has a complete understanding of all areas of the specific Usher level, strong record of attendance and punctuality, performs all the tasks required with little or no direct supervision and will work independently in various theater areas as assigned. All employees are expected to center, model and champion the Guthrie’s core values of Artistic Excellence; Community; Diversity, Equity, Inclusion and Accessibility; and Fiscal Responsibility. The Guthrie is an Equal Opportunity Employer. We are committed to building an equitable environment that finds strength in diversity of identity, experience and perspective. We are dedicated to hiring and developing talented teams which are inclusive and welcoming to individuals with different backgrounds, thoughts, and abilities. Applicants from populations underrepresented in the theater field are strongly encouraged to apply. Primary Duties and Responsibilities The Usher role has four levels with continued learning and growth opportunities. Each level builds from the previous level. Progression to the next level is dependent upon whether a next level position is available. To advance you must be proficient in the skills and knowledge required in each level, have a strong attendance record and a history of punctuality. As this position progresses to the next level there will be an increase in the hourly rate. Reasonable accommodations will be made as needed to perform the duties of the job at each level. Operations Support Level 1 – Usher Attend training and orientations for Level 2 duties Level 2 – Usher (Lobby Greeter, Ticket Scanner, and Seater) Serve as a resource for patrons, guests, and staff to ensure a positive experience for all during the full performance / event experience. Cross train in all duties and responsibilities of lobby greeting, ticket scanning and seating roles. Guide and direct patrons to correct theater, seat location and other building amenities. Set up signage and equipment near theater entrances. Read and verify ticket information at correct theater entrance. Ensure that everyone entering a performance has a valid ticket. Scan tickets using handheld electronic ticket scanner. Safely guide patrons to seats during pre-show seating, mid-show seating opportunities and scene changes/transitions in low lighting conditions. Minimize disruptions at the theater doorways by assisting patrons as they enter and exit and ensure doors close quietly. Reset and prepare theater and lobby spaces for next performance, including but not limited to restocking program stands, stuffing or stickering programs with event information, putting away performance signage/equipment, properly disposing of loose trash and recycling items, and alerting House Manager of other cleaning needs. Collaborate with performance’s Usher team, volunteers, House Manager, Box Office, Guest Services, and Public Safety staff as needed to best resolve patrons’ requests and access needs. Complete Ill Patron / Medical Emergency Communication Training Implement proper safety and security procedures in the event of a medical emergency, or if there is interruptive or disruptive behavior. Communicating appropriate information to patrons, guests, and staff in a calm and productive manner. Guide patrons, guests and staff to emergency exits and areas of rescue as appropriate. Share details of patron experiences with the performance supervisor at the end of each shift. Other duties as assigned by the performance supervisor. Level 3 – Usher (Monitor / Vom Guard) Is proficient in all Level 2 – Usher duties and responsibilities. Staff all Level 2 Usher positions as needed, with Level 3 – (Monitor / Vom Guard) being the priority shift. Complete additional training shifts to learn Level 3 – Usher (Monitor / Vom Guard) duties and responsibilities in each performance space. During showtime operations, work as a “Vom Guard” at various aisles and doorways to ensure stage and backstage aisle access is limited to cast and staff members only. During performances and events, monitor the audience as they watch the show and be alert for interruptive or disruptive behavior. Communicate with patrons in a professional and helpful manner while minimizing disruption to the performance. Collaborate with Usher team, volunteers, Box Office staff, and performance supervisors to respond to and resolve patron inquiries or concerns as needed. Share details of patron experiences with the performance supervisor at the end of each shift. Other duties as assigned by the performance supervisor. Level 4 – Usher (Access) Is proficient in all Level 3 – Usher duties and responsibilities. Complete additional training shifts to learn Level 4 – Usher (Access) duties and responsibilities in each performance space. Staff all Usher positions as needed, with Level 4 – Usher (Access) being the priority shift. Complete pre-show walk-through to ensure safety of all patron routes to and from the patron seating areas. Use the Special Request reports and Access seating location map to ensure access seating and/or resources are in place prior to each performance / event. Safely guide and direct patrons to correct event entrances and seating with focus on patrons with access needs. Collaborate with Usher team, volunteers, Guest Services, Box Office staff and performance supervisor to ensure that additional requests or changes during showtime operations are completed efficiently and accurately. Reset space after each performance and prepare for next performance / event. Safely store unused Access resources in the appropriate locations. Assist performance supervisor with securing performance / event space. Share with the performance supervisor any additional patrons’ access needs or changes that were made to better serve patrons at future performances. Safely guide patrons with access needs to areas of rescue during a building evacuation. Communicate effectively with House Manager the specific number of patrons in area of rescue location and wait with patrons until rescue personnel arrive. Complete other duties as assigned by each performance’s House Manager. Level 4 – Lounge Usher Is proficient in all Level 3 – Usher duties and responsibilities. Complete additional training shifts to learn Level 4 – Lounge Usher duties and responsibilities in each performance space. Staff all Usher positions as needed, with Level 4 – Lounge Usher being the priority shift. Supports the donor lounge and service drinks and snacks as assigned Secures the alcohol after each shift. Complete other duties as assigned by each performance’s House Manager. Stakeholder Support Level 1 and 2 Proactively greet and provide outstanding customer service in a warm, welcoming, and helpful manner to all patrons, guests, and staff. Become familiar with the Guthrie, theater houses, productions, special performances, offerings, and building highlights to share information with audiences and guests accurately. Become familiar with all available accessibility resources and offer to patrons as needed. Communicate questions or concerns about accessibility resources to Level 4 – Ushers (Access) and performance supervisors as needed. Collaborate with Box Office staff to resolve ticketing or seating issues. Seek assistance from the performance supervisor, Guest Services and Public Safety as needed. Level 3 Solve customer service inquiries or issues, in adherence with Guthrie ticketing policies, before or during a performance while maintaining excellent customer service and composure. Use knowledge, skills, and training to partner with volunteers and Usher staff while assisting patrons. Use good judgement and seek help from supervisor if something is unclear or requires additional input/assistance. Level 4 Know and understand all Access resources available for each performance / event. Provide exceptional customer service, taking every possible step to ensure that patrons and guests have a positive experience. Consistently use knowledge, skills, training, and excellent judgement to assist patrons, seeking help from the performance supervisor, Guest Services, Box Office and Public Safety if something is unclear or requires additional input/assistance. Solve customer service inquiries or issues, in adherence with Guthrie ticketing policies, during showtime operations while maintaining excellent customer service and composure. Talent Support Level 1 - 3 Assist and support Usher team and volunteers as needed in a respectful and helpful manner. Level 4 Serve as a resource to Usher team and volunteers as needed in a respectful and helpful manner. Serve as a shadow shift partner for Ushers training for the Level 4 – Usher (Access) or Level 4 - Lounge Usher role. Strategy Support Levels 1 – 4 Attend orientations and training shifts. Actively participate in meetings, refreshers, activities, and trainings. Participate in semi-monthly check-ins with House Management Leadership Foster a work environment incorporating the Guthrie values of Artistic Excellence; Community; Diversity, Equity, Inclusion and Accessibility; and Fiscal Responsibility Complete other duties as assigned. Requirements Essential Knowledge and Qualifications Level 1 and 2 - Usher (Lobby Greeter, Ticket Scanner, and Seater) Demonstrated customer service experience required. Can communicate effectively with the public and consistently present a warm, welcoming, and professional demeanor. Maintains composure in stressful situations. Can read printed and electronic tickets, use hand radios, small flashlights, and electronic scanning equipment effectively. Works effectively in a busy environment that includes crowded lobbies/theaters with moderate to high noise levels. Can stand, or if using a wheelchair remain seated, in the same location for extended periods of time, can read in low light conditions, can pick up items from the floor, and can lift/move/carry 10 lbs. Can adapt and move from area to area and perform different tasks as needed. Can report to work on time and in uniform for pre-show meetings. Can use online scheduling and timecard systems and submit schedule availability and timecards on time. Must be willing and available to average at least one (1) scheduled shift performing department work or job-specific training during two (2) scheduling periods in which work is offered to them in at least one (1) of the scheduling periods. This means working a minimum of one (1) shift a month. Hours are reflective of the dynamic schedule of the theater. Experience with and commitment to working with individuals and teams that exemplify diversity of identity, experience, and perspective, including but not limited to race, color, gender, gender identity, gender expression, age, family and/or marital status, creed, religion, ancestry, disability, national origin, sexual orientation or sexual identity, veteran status, genetic information, pregnancy, body size/type, status with regard to public assistance or any other basis protected by federal, state or local law. When advancing to Level 3 – Usher (Monitor / Vom Guard) Demonstrates proficient knowledge of all the Level 2 Usher roles and responsibilities and consistently follows procedures. Consistently demonstrates outstanding customer service experience as an Usher Level 2. Demonstrates knowledge of each theater space, accessibility resources, and the location of patron amenities in the public spaces in the theater. Demonstrates knowledge of location of emergency exits and knows and follows all emergency procedures. Consistently uses hand radios, small flashlights, and electronic scanning equipment effectively. Can manage multiple priorities, maintain composure, and concentrate effectively in a busy noisy, and/or stressful environment. Can repeatedly move up and down flights of stairs in various areas of the theater, including in low light conditions and during emergencies. Can effectively perform the responsibilities of the monitor/Vom guard role during productions with various production elements, such as loud noises and flashing and/or strobe lights. Consistently reports to work on time and in uniform for pre-show meetings. Consistently uses online scheduling and timecard systems and submits schedule availability and timecards on time. Has a strong attendance and punctuality record. When advancing to Level 4 – Usher (Access) Demonstrates proficient knowledge of all the Level 3 Usher roles and responsibilities and consistently follows procedures. Consistently demonstrates outstanding customer service experience as an Usher Level 3. Can communicate calmly and effectively with and safely guide patrons with access needs to areas of rescue. Can assist patrons with access needs in a respectful, helpful, and sensitive manner. Can lift/move/carry a minimum of 25 lbs., read in low light conditions, twist and bend frequently, pick up items from the floor, and stand for long periods of time regularly throughout a work shift. Consistently reports to work on time and in uniform for pre-show meetings. Consistently uses online scheduling and timecard systems and submits schedule availability and timecards on time. Has a strong attendance and punctuality record. Experience with and commitment to working with individuals and teams that exemplify diversity of identity, experience, and perspective, including but not limited to race, color, gender, gender identity, gender expression, age, family and/or marital status, creed, religion, ancestry, disability, national origin, sexual orientation or sexual identity, veteran status, genetic information, pregnancy, body size/type, status with regard to public assistance or any other basis protected by federal, state or local law. When advancing to Level 4 – Lounge Usher Demonstrates proficient knowledge of all the Level 3 Usher roles and responsibilities and consistently follows procedures. Consistently demonstrates outstanding customer service experience as an Usher Level 3. Consistently reports to work on time and in uniform for pre-show meetings. Can serve drinks (alcohol) and snacks Can secure alcohol after each shift Consistently uses online scheduling and timecard systems and submits schedule availability and timecards on time. Has a strong attendance and punctuality record. Experience with and commitment to working with individuals and teams that exemplify diversity of identity, experience, and perspective, including but not limited to race, color, gender, gender identity, gender expression, age, family and/or marital status, creed, religion, ancestry, disability, national origin, sexual orientation or sexual identity, veteran status, genetic information, pregnancy, body size/type, status with regard to public assistance or any other basis protected by federal, state or local law. WHO SHOULD APPLY? The Guthrie relies on the talents of many artists and staff, both on and off the stage, to create powerful works of theater at the Guthrie. We are dedicated to building an equitable environment that is mixed across lines of difference. Acknowledging that there are many identities that are underrepresented in the theater overall, the Guthrie strongly encourages candidates who bring diversity of identity, experience and thought to apply. We also acknowledge that candidates can have unique and non-linear and transferable skills. We encourage you to apply even if you do not meet every single qualification but have transferrable skills and passion for our mission and vision. WHY SHOULD I APPLY? Be a part of a leading non-profit organization that is committed to serving not only the local Twin Cities community but the industry as a whole. In addition to a competitive salary, the Guthrie offers attractive employee benefits and staff perks, subject to plan or policy terms. Sick Time: One hour of sick time for every 30 hours worked (in concurrence with the Minneapolis and State of Minnesota Sick and Safe Time requirements) Transportation: Subsidized passes for Metro Transit buses and trains; Discounted pre-tax monthly ramp parking. Complimentary Tickets: To all Guthrie productions Discounted Tickets: To all shows produced by the Guthrie and to some performances hosted by the Guthrie Classes and Camps: Discounts to Guthrie classes and camps. Other Employee Perks: Wellness Program; Guthrie Store discount; Affinity Groups ABOUT THE GUTHRIE The Guthrie Theater engages exceptional theater artists in the exploration of both classic and contemporary plays connecting the community we serve to one another and to the world. Through its extraordinary artists, staff and facility, the Guthrie is committed to the people of Minnesota, and from its place, rooted deeply in the Twin Cities, influences the field as a leading 21st century arts organization. Every year more than 500 people, both on stage and off, help ensure our success in creating and supporting the highest level of theater. As an organization, we are committed to our values of Artistic Excellence; Community; Diversity, Equity, Inclusion, and Accessibility; and Fiscal Responsibility. The Guthrie Theater is located in the historic Mill District along the Mississippi River in Minneapolis, Minnesota. As the largest city in the state, Minneapolis offers a large variety of parks, lakes, great food, festivals, malls and more. LAND ACKNOWLEDGMENT The Guthrie Theater would like to acknowledge that we gather on the traditional land of the Dakota People and honor with gratitude the land itself and the people who have stewarded it throughout the generations, including the Ojibwe and other Indigenous nations. Applicants must submit a resume to be considered for the position.

Responsibilities

Provide high-quality customer service by greeting patrons, scanning tickets, and guiding guests to their seats. Maintain theater safety and accessibility while supporting house management operations during performances.