Lambeau Field Usher

Description

Department: Lambeau Field 
Reports to: Director of Stadium Operations & Parking 
Supervises Others: No 
DOL Status:  Part time 
Exemption Status: Hourly; Non-Exempt

General Summary:
Responsibilities include, serving as a resource to guests regarding the facility & events, checking tickets, ticket-taking, crowd control, and implementing and following facility emergency procedures, safety guidelines and company policies for patrons and employees.

Job Duties:

• Demonstrates and embodies the PMI Entertainment Group Culture and Customer Service values.
• Greets patrons, takes tickets and actively assists in locating the correct seat location and provides information and additional assistance if necessary.  Assists patrons to their correct seat if necessary.
• Serves as a resource to guests regarding the facility and events including but not limited to restroom, telephone, 1^st aid station and elevator locations, future event information, office locations and seating capacity for the event.
• Maintains a neat and clean appearance, eye contact, positive facial expressions, and courteous communication with patrons to ensure a high level of approachability.
• Resolves ticketing or seating concerns/complaints in a professional and courteous manner by following the Company’s GUEST guidelines.
• Responsible for understanding and performing Safety and Emergency Evacuation policies and procedures. Directs guests to the proper emergency exit routes. Responsible for policy enforcement, i.e., no-smoking in non-smoking areas, appropriate patron conduct, and addressing safety concerns in a professional and courteous manner. 
• Required to respond and take instruction from designated Guest Services/Usher Supervisor.
• Implements crowd control procedures to ensure the safety of patrons and employees. 
• Reports large or biohazard spills to Supervisor who will notify housekeeping. If necessary, cleans up small spills to maintain a safe environment for both patrons and employees.  If spill is too large stands near area to notify patrons of water/liquid spills.
• Maintains knowledge of facility layout and location of exits, first aid rooms, ticket office, seating areas, ADA Sections, and lost and found.

Qualifications

Knowledge, Skills & Abilities Required:

• Requires a level of general education normally acquired in high school to interact in a professional manner with patrons and employees.
• Approximately one to two years related experience in a fast-paced customer service position is required. Proven Interpersonal and customer service skills necessary to promptly answer and resolve questions in a professional manner with patrons as well as maintain open channels of communication with all department and supervisory personnel when providing information.
• Must be able to deal with patrons in a tactful and discretionary manner. 
• Must be able to understand the concept of extreme customer service and exceeding expectations.
• Analytical ability necessary to determine the appropriate course of action when resolving customer concerns, addressing safety issues, handling pressure and negative situations.
• Ability to be always enthusiastic and responsive to customer needs and portrays a positive image of the Company.
• Required to participate in crowd control, customer service, guest services, alcohol management and emergency procedures training.
• Must follow dress code which includes uniform polo shirt, and tan/khaki slacks. Jeans, stretch pants, wind pants, spandex and shorts are not permitted. If a shirt is to be worn underneath it must be black with no logos or printing. Shirts must be always tucked in. Clothes must be clean, pressed, and neat in appearance always. Comfortable shoes are suggested, tennis shoes are permitted if clean and scuff free.
• This is a high-profile guest services position, so personal appearance is crucial. The face should be free of jewelry. 
• Must be available to work designated number of events as required by the supervisor. Requires prolonged standing and/or walking for entire shift of 6-8 hours. 
• Requires normal range of hearing to communicate with patrons and employees. 
• Requires range of vision correctable to 20/20 to read tickets and oversee crowds. 
• Must be able to frequently climb and descend steps. 
•  Occasionally may have to lift and carry up to 50 lbs.  
• Frequent exposure to large crowds, loud noise and extreme weather conditions, heat and cold. 
• Must be able to communicate providing verbal feedback in a professional manner.  
• Must be able to resolve problems, handle conflict, and make effective decisions.  
• Must have a long attention span to listen to people and bring issues to a successful conclusion.

PMI Entertainment Group is an Affirmative Action, Equal Opportunity Employer