About the Role

Based mainly at Salisbury Playhouse, the Head Usher is key member of the Front of House team, responsible for assisting the Duty Manager and leading the volunteer ushers to deliver an excellent customer experience and maximise commercial opportunities.

Hours will be very variable throughout the year as they are linked to performance schedules, and the role offers flexibility in terms of working patterns. Shifts will mainly be evenings and weekends.

Key Responsibilities

Customer Service

• To assist customers in an efficient and friendly manner
• To assign roles to Volunteer Ushers for performances
• To assist the Duty Manager supporting the volunteers in their roles and addressing any poor performance on shift
• To be courteous and professional with colleagues and work to maintain a friendly and professional atmosphere
• To assist patrons using our access equipment and be able to troubleshoot questions

Health and Safety

• To supervise the sale of ice creams and programmes by the volunteer ushers, ensuring that sales opportunities are maximised
• To serve on the shop counter or any other sales outlet as necessary, maximising sales by upselling and ensuring that stock is displayed attractively
• To promote upcoming Wiltshire Creative shows and the charitable work of the organisation

Safety & Security

• To be aware of and adhere to Wiltshire Creative's Health and Safety policy
• To be responsible for obtaining cash floats from the Duty Manager, reconcile money taken and return the floats and takings to the Duty Manager
• To distribute and monitor volunteer’s cash floats, programme stocks, merchandise and confectionery
• To supervise restocking of confectionery, merchandise and ice creams and to advise the Duty Manager of any order requirements
• To understand and implement if necessary the Wiltshire Creative evacuation procedure and to act as an assistant to the Duty Manager in the event of an evacuation during a performance shift
• To undertake pre-show emergency evacuation briefings with the Duty Manager for volunteer staff and maintain radio contact during the performance
• To unlock and lock the auditorium doors prior to and after each performance
• To be mindful of Safeguarding when dealing with young volunteers and the public

General

• To always act in the best interests of Wiltshire Creative, positively enabling delivery of our objectives and acting as an ambassador for our work
• To abide by Wiltshire Creative’s policies, including the staff handbook and associated people policies, and Safeguarding, Health & Safety and Sustainability policies
• To promote and champion Wiltshire Creative’s values through actions and behaviours
• To maintain confidentiality in all areas relating to Wiltshire Creative
• To maximise income and minimise expenditure wherever possible
• To be flexible and to undertake any other reasonable duties as requested by Management

About You

• A proven commitment to quality customer care with a flair for dealing with the public
• An ability to work as part of and lead a team
• Strong interpersonal and communications skills
• To be constantly aware of the profitability of the business
• The ability to represent and positively promote Wiltshire Creative at all times
• Able to work evenings, weekends, and occasional days as scheduled
• Excellent personal hygiene, presentation, and time keeping
• Strong numeracy skills and a competent cash handler
• Ability to remain calm under pressure
• Front of House service experience would be beneficial but not essential
• Experience of working with volunteers would be beneficial but not essential

Download the Recruitment Pack

View/Download Casual Head Usher Recruitment Pack