Concert Operations Jobs

House Staff (Usher)

Wage: Base: $11/hr; Maximum: $12.70/hr; Work-Study required

Supervisor: Reports to the Concert Operations Manager; shift supervision and evaluation overseen by House Managers and Head Ushers

Functions: Facilitate a positive patron service experience in Bienen School of Music and satellite performance venues, including hospitality, inquiries and concerns, ticket collection, and program distribution; provide operational support for student recitals; and supervise compliance with venue and school policies

Hours: Hours of employment are in effect every week of the academic quarter including Reading and Exam Weeks. Generally, concert hours are in the evening seven days a week, and occasionally during the day on weekends. Students are expected to be available for a minimum of two shifts each week (8-10 hours). Schedule availability is collected every two weeks to allow students greater flexibility and ensure proper coverage of open shifts. Substitutions are permitted if conflicts arise.

Dress: Ushers are expected to present themselves in a professional manner and adhere to a black-and-white dress code when working performances, including student recitals. Each individual is responsible for maintaining fresh and orderly clothing, as well as clean and appropriate shoes. 

Responsibilities:

Public Contact: Very high level of contact with patrons
Monetary: None
Cleaning, Physical Labor, and Maintenance: 

  1. Light cleanup of venues before/after performances
  2. Moving of materials or equipment up to 50 pounds
  3. Occasional moving of keyboard instruments

Specific Duties:
 

  1. Represent Northwestern University, Bienen School of Music, and Concert Management Office (CMO) by providing a high level of service and/or supervision to patrons, volunteers, outside contractors/vendors, and performing artists.
  2. Oversee and ensure the safety and security of patrons (up to 1,100) and facilities (up to 40,000 square feet).
  3. Work autonomously on behalf of the CMO to oversee recitals in designated performance spaces and in all venues, ensure compliance with venue and school policies by patrons, performers, students, and faculty.
  4. Collect tickets, distribute programs, and direct patrons to appropriate seating.
  5. Ensure the comfort of all patrons by preserving a quiet atmosphere in the lobby and auditorium during performances, monitoring the late seating of patrons at appropriate intervals, and paying particular attention to environmental conditions that could affect the patron experience (e.g., temperature of the venue, quality of sound, obstructed sightlines)
  6. Provide information and/or assistance to patrons who require additional accommodations or support.
  7. Serve as stage manager or usher for student recitals in designated venues.
  8. Check auditoriums for lost items and trash objects following performances and secure venues following student recitals.
  9. Other duties as assigned.

Qualifications:
 

  1. Illustration of a strong service attitude and a willingness to deliver high-quality service at all times
  2. Ability to remain level-headed and calm when assisting dissatisfied patrons
  3. Capacity to interpret venue policies and enforce regulations
  4. Demonstration of an orderly and professional appearance and demeanor
  5. Strong interest in presenting the arts to the public 
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Head Usher

Wage: Base: $11/hr; Maximum: $12.50/hr; Work-Study required

Supervisor: Reports to the Concert Operations Manager; shift supervision and evaluation overseen by House Managers

Supervises: House Staff (Ushers)

Functions: Supervise a positive patron service experience in Bienen School of Music and satellite performance venues, including guest hospitality, inquiries and concerns, ticket collection, and program distribution; establish and enforce high-quality standards for student staff members consistent with professional performing arts presentations; and assure compliance with venue and school policies in CMO-managed spaces.

Hours: Hours of employment are in effect every week of the academic quarter including Reading and Exam Week. Generally, concert hours are during the evening seven days a week, and occasionally during the day on weekends. Head Ushers are expected to be available a minimum of two shifts each week (8-10 hours). Schedule availability is collected every two weeks to allow students greater flexibility and ensure proper coverage of open shifts. Attendance at training sessions may be required.

Dress: With the degree of responsibility and authority associated with being a Head Usher, it is expected that the individual will provide an exemplary model of the professional dress code for Ushers. Each individual is responsible for maintaining fresh and orderly clothing, as well as clean and appropriate shoes. 

Responsibilities:

Public Contact: High level of contact with patrons
Monetary: None
Cleaning, Physical Labor, and Maintenance:

  1. Venue setup and cleanup, occasional emptying trash
  2. Moving of materials or equipment up to 50 pounds
  3. Occasional moving of keyboard instruments

Specific Duties:
 

  1. Represent Northwestern University, the Bienen School of Music, and the Concert Management Office (CMO) by providing a high level of service and/or supervision to patrons, volunteers, outside contractors/vendors, and performing artists.
  2. Oversee and ensure the safety and security of patrons (up to 1,100), as well as staff, visiting performers, and facilities up to 40,000 square feet.
  3. Work closely with rental groups and their staff to facilitate successful performances by managing patron hospitality and front-of-house operation. 
  4. Work autonomously on behalf of the CMO to oversee concert audiences and supervise Ushers in performance spaces used by the Bienen School, and make decisions in conjunction with the House Manager that interpret and enforce venue and school policies.
  5. Train and illustrate duties for new Ushers as a group and on a one-to-one basis. Complete an evaluation of each Usher at the end of concert shifts using established expectations and rubrics. 
  6. Complete training for certification in the use of an automated external defibrillator (AED) and the administration of cardiopulmonary resuscitation (CPR) in emergency situations.
  7. Other duties as assigned.

Qualifications:
 

  1. High-quality service as a CMO employee for no fewer than three academic quarters prior to the starting quarter of service and a demonstrated readiness to assume an active leadership position
  2. Illustration of a strong service attitude and a willingness to deliver high-quality service at all times
  3. Ability to remain level-headed and calm in a crisis situation
  4. Proven track record of leadership and fairness in working with peer employees
  5. Capacity to interpret venue policies and enforce regulations
  6. Demonstration of an orderly and professional appearance and demeanor
  7. Strong interest in presenting the arts to the public. 
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House Manager

Wage: Base: $13.50/hr; Maximum: $15.80/hr; Work-Study required

Supervisor: Reports to the Concert Operations Manager

Supervises: Head Ushers, House Staff (Ushers), Stage and Technical Crew, Box Office Personnel, Customer Service Representatives

Functions: Supervise personnel and operations in the production of concerts and events in designated venues as an assertive and reliable proxy for Concert Management Office (CMO) full-time staff; assure compliance with venue and school policies in CMO-managed spaces; and ensure the patron service experience meets high-quality standards for performing arts presentations.

Hours: Hours of employment are in effect every week of the academic quarter including Reading and Exam Week. Generally, work shifts occur during weekdays from 5 to 10 p.m. and weekends 8:30 a.m. to 10 p.m. Hours are occasionally extended to accommodate performances and public events, and other coverage hours are published in advance. House Managers are expected to be available for a minimum of three shifts every two weeks. Attendance at training sessions may be required. 

Dress: With the high degree of responsibility and authority associated with being a House Manager, it is expected that the individual will dress in a professional manner, especially when performances are scheduled. 

Responsibilities:

Public Contact: High level of contact with patrons, performers, faculty, staff, and students
Monetary: No direct contact; cursory supervision of Box Office staff
Cleaning, Physical Labor, and Maintenance:

  1. Venue setup and cleanup, occasional emptying trash
  2. Moving of materials or equipment up to 50 pounds
  3. Occasional moving of keyboard instruments

Specific Duties:
 

  1. Represent Northwestern University, the Bienen School of Music, and the Concert Management Office (CMO) by providing a high level of service and/or supervision to patrons, faculty/staff, volunteers, outside contractors/vendors, and artists.
  2. Oversee and ensure the safety and security of patrons (up to 1,100), as well as staff, performers, and facilities (up to 40,000 square feet).
  3. Train and illustrate duties for new Concert Operations employees, as a group and on a one-to-one basis.
  4. Work autonomously on behalf of the CMO to oversee performance and rehearsal spaces used by the Bienen School; make decisions with a very high consequence of error; and interpret and enforce venue and school policies
  5. Supervise the concert operations of up to 30 student employees functioning as ushers, stage managers, technical crew, and box office staff simultaneously in up to seven venues: Pick-Staiger Concert Hall, Galvin Recital Hall, Ryan Opera Theater, McClintock Choral and Recital Room, Regenstein Master Class Room, Alice Millar Chapel, and Cahn Auditorium.
  6. Communicate effectively and work collaboratively with university administrators, faculty, staff, visiting artists, artist managers, patrons, and students.
  7. Work closely with rental organizations and their staff to facilitate successful performances by managing patron hospitality and coordinating operation for front-of-house, backstage, and technical areas.
  8. Facilitate designated elements of artist hospitality (e.g., assigning and staging dressing rooms, greeting and checking in with artists, and provide first-class support for visiting artists.
  9. Complete training for certification in the use of an automated external defibrillator (AED) and the administration of cardiopulmonary resuscitation (CPR) in emergency situations.
  10. Complete defensive driver training (provided by Northwestern) for certification in the operation of university vehicles to provide local ground transportation for visiting artists.
  11. Execute comprehensive building and performance venue opening/closing procedures to assure high security of CMO-managed spaces.
  12. Coordinate with University Police and Facilities Management, as needed, to achieve objectives stated above.
  13. Other duties as assigned.

Qualifications:
 

  1. High-quality service as a CMO employee for no fewer than three academic quarters prior to the starting quarter of service and a demonstrated readiness to assume an active leadership position
  2. Illustration of a strong patron-focused attitude and a willingness to exhibit that demeanor at all times
  3. Ability to remain level-headed and calm in a crisis situation
  4. Understanding of other CMO student staff positions associated with presenting concerts and events
  5. Proven track record of leadership and fairness in working with peer employees
  6. Capacity to interpret venue policies and enforce regulations
  7. Strong interest in presenting the arts to the public.
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