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Usher and Front of House Staff

Job details

Auckland Theatre Company
28 Jan 2018
Work type
Casual employment
Work classification


We have positions available starting in February to join our ushering team training for the Auckland Arts Festival in March with the possibility of joining the core team for our year round programme.

We require friendly, energetic, confident individuals who love people, the arts, and are fully focused on providing outstanding customer service. We are looking for casual staff to join our ushering team working a mixture of evenings and weekends throughout February and March. To be eligible you must speak fluent English, have the right to work in NZ, and have an outgoing personality! Experience preferred but not necessary – training will be given to applicants with the right attributes.

This job involves working with alcohol therefore all applicant must be over 18 years of age. 

Interviews will take place on 31st January at 1pm.

Must be available for essential training 12th March 6pm.

Closing date for applications midnight 28th January.


Job Description

Title: Usher and Front of House Staff

Department: Visitor Experience

Reports To: Front of House Manager

Key relationships: Front of
House Manager, Ticketing and Front of House Manager, Front of House
Supervisors, Event Coordinator, Food and Beverage Manager, Bar Staff.

Date: January 2018


We aim to provide efficient, friendly, excellent customer service, creating a comfortable and  welcoming environment for all of our patrons. Ushers and Front of House staff work as part of our Visitor Experience team, building effective relationships with colleagues providing a
high quality experience for customers of the ASB Waterfront Theatre.

Ushers welcome and help ourvisitors, 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 and events. Ushers carry out duties in the foyers, auditoria, rehearsal rooms, studios, car parks, and bars.

The position requires a high level of customer service, thorough product knowledge and a strong motivation to create a welcoming and efficient customer experience for all guests by establishing and maintaining a high standard of service.

This is a casual role with rostered shifts. You will be required to work evenings and weekends.

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 avaluable resources to our patrons by giving customers accurate information, correct directions and effective assistance and help as required in all parts of the ASB Waterfront Theatre. 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 access requirements, 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, 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 litter as required in public spaces and in the auditorium. 

To use communications equipment as necessary.

Area Duties

Staff move to other areas as the performance progresses, following the Front of House call schedule.


Doors: To open the doors to customers at the time advised before curtain up and close them as directed by the Duty Manager. To check and scan all tickets and that tickets are for the correct performance date and auditorium location; To direct latecomers as necessary so that each show policy is followed.

Latecomers: To give a fast and efficient service to latecomers who may be agitated, directing them to the TV monitors  Until it is suitable for them to be seated. 


To provide a fast and efficient cloakroom service to customers by checking in coats, bags etc. and returning stored items correctly after the performance.

To store lost property securely and pass anything valuable into the safe keeping of the House Manager.

To store lost property securely and pass anything valuable into the safe keeping of the House Manager.


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 Duty Manager of any serious difficulties as necessary. To prevent customers taking glasses 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.

Car Park

To work at the off site car park checking tickets and directing where audience members can park.


To sell programmes for cash pre show and interval.

To collect and sell ice creams & programmes for cash during intervals; to count allocation and account for stock numbers.

Accurately handle money and stock. There are no cash tills, so the post holder must be confident and capable in using mental arithmetic.


Assist at the bar during the interval and other busy periods as a runner. Pouring drinks and collecting items while the Bar staff handle the cash and take the orders.


To do any of the above tasks as required and directed at events held in the foyers, auditoria, rehearsal rooms and studios.


To be thoroughly conversant with the ASB Waterfront Theatre 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 Duty Manager before or during specified performances or generals.

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.

Adhere to and implement the ATC Health and Safety policies and procedures

Proactively take responsibility for self and care for others’ safety and wellbeing

Report any safety concerns or hazards to the Director of Visitor Experiences.

Contribution to Auckland
Theatre Company and ASB Waterfront Theatre

A high level of professionalism is required in this role. This includes but is not limited to:

Maintaining a favorable working relationship with all Auckland Theatre Company and ASB Waterfront Theatre employees to promote a cooperative and harmonious working environment in order to facilitate positive employee morale, productivity, and continued improvement

Suggesting improvements in operations, processes, efficiency and service both internally and through out the industry

Developing strong relationships with the rest of the Company to ensure coordinated marketing, operations and business activity across the Company

Developing staff knowledge, skill and confidence wherever possible


Education and/or Experience

A Passion for the performing arts, a desire to work in a theatre and to develop an outstanding service experience for hirers of the theatre.

Experience working in a customer service environment is essential.

Excellent customer relationship skills.

High-level interpersonal skills and the ability to handle sensitive situations and confidential information

Work well in a team environment.

Confident and capable in using mental arithmetic.

Be able to read and communicate fluently in English.

Previous experience ushering in an arts venue is desirable. 

How to apply

To apply, please email your CV to events@atc.co.nz

Written by

Auckland Theatre Company

12 Jan 2018