Lead Usher

National Polo Center – Polo Operations

LEAD USHER

Reports Directly to: Box Office Coordinator

Also Reports to: Director of Guest Services

Lead Usher:

Lead Ushers are part of the Guest Services Department at the National Polo Center (NPC). In this role, they serve as the first point of contact for guests and members attending Sunday polo games. Lead Ushers must always greet guests and members in a friendly and welcoming manner and present themselves professionally and courteously to ensure a pleasant experience for all spectators.

The Lead Usher plays a key role in delivering smooth and efficient guest service operations during pre-game preparations and throughout events. This position is responsible for overseeing the usher team, ensuring all pre-event tasks are completed appropriately, and assisting with guest services, including overseeing tailgate sections. As a Team Leader, this role requires someone who is proactive, organized, and capable of solving issues quickly to provide an exceptional guest experience.

This position is a seasonal, part-time position and requires Sunday availability throughout the NPC polo season typically from the last weekend in December to the first weekend in May.

POSITION DESCRIPTION INCLUDES BUT IS NOT LIMITED TO:

Responsibilities and Duties

Team Leadership & Supervision:

• Oversee Usher Team: Ensure all ushers are in position and ready to begin their duties on time, before gates open.

• Assist with Problem Resolution: Monitor the performance of other ushers, providing guidance and addressing any issues they encounter before escalating to the Box Office Coordinator.

• Team Support: Act as the first point of contact for any usher-related issues, ensuring smooth coordination between ushers and other departments.

• Ensure Compliance with Policies: Ensure all ushers adhere to stadium policies and procedures for guest safety, crowd control, and event protocol.

• Pre-Game Setup: Ensure all pre-game preparations are completed to standard, including GA seating, the grandstands, tailgate sections, as well as the correct placement of ushers.

• Coordinate with Event Staff: Work closely with the Box Office Coordinator, stadium security, and other event staff to ensure all operational needs are met prior to the game or event.

• Ensure Quality Guest Experience: Ensure ushers provide excellent customer service to all event patrons, including answering questions, directing guests to seats, and addressing any concerns in a timely and courteous manner.

• Crowd Control: Oversee crowd management in various areas, ensuring safe and efficient entry and exit procedures.

• Record Keeping & Reporting: Keep accurate records of any incidents, complaints, or unusual occurrences, and report them to management as needed.

Tailgate Section Management:

• Tailgate Oversight: Ensure all tailgate sections are set up and operating within capacity guidelines. Monitor tailgate areas throughout the event to ensure safety and compliance with stadium rules, and capacity limitations. This includes Champion’s Corner in the West section.

• Guest Transactions: Process transactions for additional tailgate guests and ensure proper ticketing and access for all patrons in these areas.

• Guest Assistance: Provide assistance to tailgate guests, answer questions, and ensure their overall satisfaction with the event experience.

• Follow-Up with Box Office: Ensure that all logistical needs, including additional ticketing or special guest accommodation, are coordinated with the Box Office Manager.

Skills/ Requirements:

• Previous experience in an usher, customer service, or event operations role is required.

• Strong leadership and supervisory skills, with the ability to manage and motivate a team.

• Excellent communication and interpersonal skills, with the ability to resolve issues quickly and effectively.

• Able to work in a fast-paced environment, maintaining professionalism and organization under pressure.

• Strong attention to detail and problem-solving skills.

• Able to work flexible hours, including evenings, weekends, and holidays, as required by the event schedule. Sunday availability is required.

Physical Demands and Work Environment:

• Able to stand, walk, and climb stairs for extended periods.

• Comfortable working in an outdoor environments in varying weather conditions.

• Must be able to lift and carry up to 25 lbs (e.g., event materials, promotional items, supplies).

Disclaimer:

The preceding job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this classification. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Rev 9/21/26