POSITION: Usher Supervisor
LOCATION: Sugar Land, Texas
HOURS: Part-Time, primarily evening hours, including weekends and some holidays
ABOUT THE POSITION
The Guest Services Supervisor is a frontline customer service role responsible for providing
exceptional service to all guests. This role reports to the Customer Experience Manager
and/or the Customer Experience Director. The Guest Services Supervisor is a direct point of
contact for staff and guests at their assigned area/ level and must be able to provide
accurate and timely information before and during events. The Supervisor will also provide
assist guests with a wide array of ADA needs.
RESPONSIBILITIES
Pre-Event
- Attend pre-show meetings to obtain all necessary pre-show information and
procedures.
- Communicate assignments and specific needs to assigned staff members prior to
each event.
- Ensure all areas of their assigned levels are presentable and ready to receive guests.
Communicate any cleaning needs to the janitorial team.
During Event
- Serve as a point of contact for front-line operations during events, ensuring quick
issue resolution and clear communication.
- Maintain a visible presence, assisting guests and staff, monitoring crowd flow, and
addressing any escalated concerns.
- Professionally communicate necessary and relevant information over the radio to the
appropriate parties.
- Assist in post-event reporting and analysis to identify opportunities for improvement
and innovation.
- Provides support to other Guest Services staff when needed to quickly resolve
patron's issues or concerns.
- Perform other related duties and responsibilities as needed to support guest services
and event operations.
EXPERIENCE and SKILLS
- Minimum High school diploma required. Some college preferred.
- Minimum 3 years of Customer Service or Managerial experience required.
- Strong interpersonal and communication skills, with a commitment to service
excellence.
- Ability to work well under pressure and solve problems quickly and courteously.
- Familiarity with ADA compliance, crowd management, emergency protocols, and
event logistics.
- Availability to work a flexible schedule including nights, weekends, and holidays.
- Must be able to work full shifts which may exceed 4 hours.
- Must be able to stand for long periods of time.
Competencies
- Customer Service
- Communication
- Problem Solving
- Professionalism
- Flexibility
ATG-Entertainment: Passion Behind Performance
ATG-Entertainment is a world leader in live entertainment. Our portfolio of venues includes
historic theatres, studio theatres, cinemas, conference spaces, and modern live music
arenas. ATG-Entertainment own, operate or programme 64 of the world's most iconic venues
across the UK, the US and Germany entertaining over 18 million audience members each
year.
Through our in-house Production companies and working closely with top producers and
promoters ATG presents over 15,000 live performances annually, including Cabaret at the
Kit Kat Club, Stranger Things: The First Shadow, Moulin Rouge, The Lion King, Harry Potter
and the Cursed Child and Starlight Express as well as popular music and comedy shows.
ATG also owns a leading ticketing platform processing more than 18 million tickets each
year for musicals, plays, concerts, comedy shows and a variety of other live events.
ATGtickets.com attracts more than 40 million unique visitors annually. Headquartered in
London and Woking, the company also has offices in New York and Cologne.
ATG Entertainment IDEA Mission Statement
At ATG Entertainment, our commitment to inclusion, diversity, equity and access (IDEA) is
reflected in our IDEA mission statement: A stage for everyone.
Our stages are a platform for compelling stories - stories that are for all, by all, and of all. We
shine our spotlight on our differences and believe that understanding and celebrating these
differences makes us better global citizens. We are committed to strengthening the sense of
belonging by ensuring diversity and equity in everything we do. We strive to make our
venues beacons of these ideals in our communities. Onstage and off, we hold ourselves
accountable for nurturing an inclusive culture, one in which everyone can bring their
authentic selves, and everyone feels they belong.
At ATG Entertainment, we provide a stage for everyone.
