Head Usher

Since 1891, New York's Carnegie Hall has set the international standard for excellence in performance, presenting exceptional concerts by the world’s finest artists on its three iconic stages, from orchestral concerts, chamber music, contemporary offerings, and recitals to jazz, world, and popular music. Complementing its performance activities, Carnegie Hall’s Weill Music Institute creates extensive music education and social impact programs that annually serve more than 800,000 people worldwide, playing a central role in fulfilling Carnegie Hall's commitment to making great music accessible to as many people as possible.

Department: Hall Operations
Title of Position: Head Usher
Reports to Position: Front-of-House Manager

Summary of Role
Carnegie Hall Ushers are part of a dedicated team creating extraordinary experiences for audiences with world-class customer service and support.

We are seeking a motivated Head Usher to lead this team in welcoming, guiding, and accompanying guests across three concert venues, as well as interacting with artists and guests in the backstage areas.

As frontline ambassadors of a national historic landmark and vital cultural center, Carnegie Hall Ushers ensure a seamless audience experience with proactive assistance and by minimizing disturbances. In times of emergencies, ushers receive training in guiding guests to safety with a commitment to their well-being. Reporting to the Front-of-House Manager, the Head Usher will set the standard for more than seventy staff members by modeling best practices in teamwork, day-to-day interactions, and de-escalation.

Responsibilities & Tasks

• Supervise 32BJ front-of-house and backstage staff, preserving the articles of the collective bargaining agreement.
• Ensure staff provides courteous, helpful service and exercises common sense and good judgment in all interactions with Carnegie Hall’s staff, guests, and artists. Represent the usher staff by greeting guests warmly and efficiently.
• Coordinate staff scheduled for tasks prior to daily performances; inclusive, but not limited to, program distribution and inserts, receptions, events, and additional marketing needs.
• Guide staff through customer service procedures, safety protocols, and accessibility services.
• Collaborate with Hall Operations and the House Manager’s Office to communicate specific requirements for each performance.
• Organize usher assignments to optimize service during busy times and ensure all areas are adequately covered.
• Assist the Hall Operations team in training new employees.
• Foster a positive team environment through effective communication and support.
• Join Local 32BJ-SEIU (if not already a member).

Special skills preferred:

• Previous guest service management experience: working with audiences and union staff preferred.
• Demonstrated interest in performing arts, music, and/or education
• Positive and collaborative mindset.
• Excellent interpersonal skills and a proactive work-ethic.
• Familiarity with collective bargaining agreements.
• Problem solver who can present solutions in a clear and concise manner.
• Ability to remain calm and composed in high-pressure situations.
• Willingness to work a flexible schedule which will consist of nights, weekends, and holidays.
• Ability to stand for long periods and climb stairs without a handrail.
• Ability to carry program boxes (up to 25 lbs).

We strongly encourage applicants who can speak multiple languages to apply, as these skills contribute to creating an inclusive and welcoming environment for our diverse audiences.

To apply please submit a COVER LETTER with your resume.

Carnegie Hall is an equal opportunity employer, committed to diversity and inclusion in the workplace. Decisions concerning employment are made on the basis of an individual’s qualifications to contribute to meeting Carnegie Hall’s needs, and Carnegie Hall is committed not to discriminate against individuals on the basis of race, color, national origin, citizenship, religion, sex (including gender identity, gender expression or status of being transgender), sexual orientation, marital status, familial status, status as a caregiver, status as a victim of domestic violence or sex offenses or stalking, criminal convictions (except where otherwise permitted by law), arrest record, credit history, pregnancy, age, mental or physical disability, veteran or military status, reproductive health decisions, or any other characteristic protected by law.