Role / Title: Usher Reports to: Usher Manager Overall Purpose of the Job: The Royal Opera House aspires to be the best in the world and we aim to ensure that the customer is at the heart of everything we do. We aim to provide efficient, friendly, excellent customer service, creating a comfortable and welcoming environment for all of our patrons.. Ushers work as part of our high-profile Front of House team, building effective relationships with colleagues providing a high quality experience for customers of the Royal Opera House. Ushers welcome and help our visitors, control entry into each space and supervise the audience during performances, conferences, functions and events, ensuring the smooth and efficient running of all the public areas of the theatre during performances, rehearsals and events. Ushers carry out duties in the foyers, auditoria, rehearsal rooms, studios, and as a member of the sales teams and working at the Information Point as required. Ushers must have full knowledge of the Royal Opera House evacuation procedures as the presence of ushers in each auditorium is a legal requirement specified in the Rules of Management, adherence to which is a condition of the Royal Opera House s theatre licence. Key Accountabilities: Customer service The primary objective of the job is to welcome customers in a polite and enthusiastic manner, paying attention at all times to their needs, whilst exceeding customer service expectations. To deal with issues as they arise and especially working to prevent issues from happening. To make yourself available as a valuable resources to our patrons by giving customers accurate information, correct directions and effective assistance and help as required in all parts of the Royal Opera House. To respond quickly and positively to questions, requests, problems or complaints raised by customers and to resolve them effectively and courteously.
To pay attention to the needs of customers with special needs, and assist them with access to lift facilities, and with movement in and out of the auditorium. To give brief instructions on emergency procedure. To perform all duties to a high standard of customer care in attitude, approach and appearance. To provide service that exceeds customers expectations. Performances, Rehearsals, Events duties To assist in maintaining the general appearance and tidiness of all the public areas before the theatre opens and during performances. To assist in clearing ice cream and other litter as required. To use communications equipment as necessary. To appear on stage for the presentation of bouquets & help with House curtains as required. Area Duties A tour of duty begins in one of the following areas doing the tasks as listed. Staff move to other areas as the performance progresses, following the Front of House call schedule. Foyer Security: To complete a pre-performance security check of all public areas, including toilets and bag inspections. To ask customers not to leave bags or luggage unattended anywhere in the theatre. To collect and hand in any lost property. Tickets: To check that all customers have tickets and that tickets are for the correct performance date and auditorium location; redirect customers if necessary; remove and collect ticket stubs. To direct latecomers as necessary, and clear any chairs used by latecomers before the interval. Doors: To open the doors to customers at the time advised before curtain up and close them as directed by the Duty Manager. To patrol exterior doors during performances as required. To open and be on duty at the main theatre doors during intervals, and check tickets of customers re- entering. Latecomers: To give a fast and efficient service to latecomers who may be agitated, directing them to the TV monitors or boxes as appropriate. Cloakroom To provide a fast and efficient cloakroom service to customers by checking in coats, bags etc. and returning stored items correctly after the performance. Page 2 of 5
To ensure security by ensuring that no unauthorised person gains access to the cloakroom at any time. To store lost property securely and pass anything valuable into the safe keeping of the House Manager. Auditorium To stand or sit inside the auditorium doors during performances to comply with the theatre licence. To direct customers to their seats correctly and to resolve any seating or other problems which occur; to inform the Usher Manager of any serious difficulties as necessary. To hand out cast lists to customers. To prevent customers taking cups, glasses and ice cream tubs into the auditorium at any time. To close the auditorium doors at curtain up, and after intervals, and open them at the end of acts and curtain down. To complete a security check of the auditorium and foyers after customers have left, and hand in any lost property. Sales To collect and count programmes allocated; collect cash float. To sell programmes for cash, and hand out cast sheets, from the time advised before the start of the performance. Account for and deposit cash with Usher Manager responsible for Accounts. To slip the programme with change of cast slips or leaflets as required. To collect and sell ice creams & programmes for cash during intervals; to count allocation and account for stock numbers. Account for and deposit cash with the Usher Manager responsible for Accounts. Accurately handle money and stock. There are no cash tills, so the postholder must be confident and capable in using mental arithmetic. Events To do any of the above tasks as required and directed at events held in the foyers, auditoria, rehearsal rooms and studios. Safety To be thoroughly conversant with the Royal Opera House emergency procedures and all fire exit routes, and to be ready to implement procedures if necessary. To take responsibility and perform fire and evacuation drills as directed by the House or Duty Manager before or during specified performances or generals. Page 3 of 5
To maintain awareness of the safety of the public and staff throughout the call. To be familiar with the procedure for summoning first aid or security. To be vigilant at all times, with regard to the safety and security of customers, colleagues and yourself, and to take action as appropriate. Conduct When in uniform, an Usher is always perceived by customers and other staff to be on duty and should respond and behave accordingly. Eating, drinking, smoking and the use of mobile phones are not allowed whilst in uniform, Front of House, even during breaks. Uniform Ushers must wear the Royal Opera House uniform provided. Jewellery is to be kept to a minimum. General To carry out any reasonable request as required by the Duty Manager. Note: This Job Description reflects the current situation. It does not preclude change or development that might be required in the future Page 4 of 5
PERSON SPECIFICATION: Minimum Skill, Knowledge and Experience Requirements: Previous experience of working with the public in the provision of a service. Excellent demonstrable customer service skills. An ability to work pro-actively in a warm, friendly and enthusiastic manner with a wide range of people. An ability to accurately handle money and stock, with strong mental arithmetic. Good clear, English language, communication skills, including the ability to understand, and respond to, written and spoken instructions and briefings. The ability to work calmly and efficiently under pressure. Other Essential Skills, Knowledge and Experience: The ability to recognise the importance of presentation, both personal and environmental, with the resourcefulness to ensure all public areas of the ROH are presentable. The confidence to have a visible presence when in uniform and to approach customers. A good track record in attendance and the ability to maintain this. Good timekeeping with the ability to work flexible shifts, weekends and evenings on a consistent reliable basis. The ability to manage working in all Royal Opera House spaces and carry out the duties of the post, which may include some lifting and manual handling. All foyers and theatres have many steps and the upper theatre levels are steeply racked. You will be required to stand for periods of time, and sit for periods in the auditorium during performances. Desirable Skills, Knowledge and Experience: Previous experience of working in a theatre as an Usher or Steward. A keen interest in theatre. Experience and training in customer service, First Aid and Disability Equality. Page 5 of 5