Front of House Usher (Casual)

Banff Centre for Arts and Creativity aims to inspire everyone who attends our campus – artists, leaders, and thinkers – to unleash their creative potential.

We acknowledge, with deep respect and gratitude, our home on the side of Sacred Buffalo Guardian Mountain. In the spirit of respect and truth, we honour and acknowledge the Banff area, known as “Minhrpa” (translated in Stoney Nakoda as “the waterfalls”) and the Treaty 7 territory and oral practices of the Îyârhe Nakoda (Stoney Nakoda) – comprised of the Bearspaw, Chiniki, and Goodstoney Nations – as well as the Tsuut’ina First Nation and the Blackfoot Confederacy comprised of the Siksika, Piikani, Kainai. We acknowledge that this territory is home to the Shuswap Nations, Ktunaxa Nations, and Metis Nation of Alberta, Rockyview District 4. We acknowledge all Nations who live, work, and play, help us steward this land, and honour and celebrate this place.

The Opportunity

The Front of House Usher supports the Audience Services team by handling general Front of House duties and engaging patrons at performances, public events, and conferences. The Usher carries out their role and responsibilities consistent with venue policies, safety procedures, dress code, and values within the operation of a professional theatre facility and arts organization. This position is integral to Banff Centre’s ability to deliver exemplary and world-class audience experiences during scheduled events and performances. 

Roles and Responsibilities

Reporting to the Audience Sales and Services Manager, below are some key accountabilities:

• Engage with and welcome patrons to performances / events, handling general questions and providing information about Banff Centre and its venue(s) as well as upcoming performances / events. 
• Follow Front of House admittance policies and control entry / access to the venue(s) by scanning tickets, handing out programs, helping patrons locate their seats, answering patron inquiries, and managing latecomers.
• Assist patrons who have purchased / require Accessible Seating.
• Check performance venues after performances or events for lost articles.
• Contribute to the front-of-house report with respect to assisting Audience Services in tracking attendance, audience feedback, and other public event details including patron concerns, and maintenance issues which may be escalated for resolution.
• Aid during emergency situations, such as support during a medical emergency or directing patrons during an evacuation of the venue.
• Provide timely, consistent, and effective responses and confirmations to staff scheduling and availability requests.
• Be informed about upcoming Banff Centre performances and events.
• Maintain a high standard of timeliness, thoroughness, and professionalism.
• Arrive at work attired in established uniform / dress code, including nametag.
• Other relevant duties as assigned.

Qualifications and Educational Requirements

• Superior customer service experience and skills.
• Customer focused approach.
• Passion for multiple disciplines within the Arts.
• Shift assignment flexibility: daytime, evenings, and weekends as dictated by event activity.
• Effective and creative problem-solver.
• Handle patron complaints and concerns in a clear and courteous manner.
• Flexibility with respect to change.
• A working knowledge of First Aid.
• A working knowledge and understanding of all Banff Centre and venue emergency procedures.
• A thorough understanding of the Banff Centre departments and services.
• Comfortable using a smartphone/mobile device for the purpose of scanning tickets.
• Able to lift up to 25 pounds intermittently.
• Able to stand for a minimum of 1 hour intervals.

Special Requirements

• Due to the nature of the job, this position requires the candidate to be available to work a flexible, irregular schedule and weekends.

Employment Terms and Benefits

• In accordance with CUPE 4318, this is a unionized, casual support staff position, working up to 35 hours per month on an on-call basis.
• This position pays $16.64 per hour.
• To be considered, you must live in the Bow Valley. This position is not eligible for staff housing.

Application Process

• We are accepting applications for the Front of House Usher (Casual) position until a suitable candidate is found.
• Candidates offered a position with Banff Centre, in this capacity, will be required to obtain a criminal record check verifying a clear record before a final job offer can be finalized.
• Visa Requirements: Candidates must be legally eligible to work in Canada. Banff Centre is unable to assist candidates in obtaining Canadian work authorization.