Usher Program Things to Know

Pre-show & Intermission 

• Please assist with stuffing programs if a show calls for stuffers. Everyone should take their turn stuffing programs. 
• At intermission-  
  • Break Ushers: Please post yourself at the orchestra pit to deter patrons from leaning over the side of the pit or touching the lighting or sound equipment. Also, watch for photos being taken.  
  • Door Usher: Please post yourself at your respective door and watch for photos being taken from the back of the theatre, as well as answer patron questions. 
  • Prior to the beginning of the show, we will designate washroom ushers for intermission. It is immensely helpful to have washroom attendants to help guide patrons to open stalls. 

Late Seating 

This is the responsibility of all users, not just those assigned to the doors: 

• After the start of the performance, all ushers must post themselves at the doors to assist in seating latecomers. 
• Ushers must remain at the doors for at least 15 minutes after the start of the show. 
• Late seating policy is at the discretion of the performer and will be announced at the pre-show ushers’ meeting.  Latecomers will be seated in the back of the theater (if seating is available) until intermission so that the performance is not disrupted. At intermission, the latecomers will be seated in their designated seats. Latecomers will be brought to their actual seats when they arrive if, and only if, it is a SOLD-OUT performance. 
• If there is a hold for any particular performance, ushers are not permitted to enter or exit along with the patrons.  
• If you are inside during the hold, DO NOT EXIT. After the hold is over, be prepared to continue seating latecomers. 
• Look at their tickets prior to the end of the hold, so you know where you are headed with those late patrons. 

Post-show 

• Break Ushers are also designated as Blockade Ushers. Please head down to the emergency exit doors at the bottom of Aisles 1 and 5. These are designated as emergency doors, and patrons will not be allowed to exit through them. 
• Please wait until curtain call to go to these positions. If you head down prior to curtain call, this could be distracting to patrons. 

Post-show Cleanup 

All ushers are expected to help clean the theater after each show. 

• Do not begin clean-up until patrons have left the auditorium. 
• Gloves and clear trash bags for recycling are available in the coat room. 
• Put seats in the up position and pick up trash. 
• Bags of trash are placed outside the Exit door by Aisle 5. 

Problem Situations  

Most problems are related to ticketing/seating. That’s why it’s important to verify event, date, time, level, row and seat number when seating patrons. 

• If there is a problem with ticket, seat placement, etc., contact the Head Usher or House Manager. Always remember to remain calm and polite. 
• If you are aware of an incident or accident in the theater, immediately contact a Head Usher or the House Manager. The House Manager must be informed, and an incident report must be filled out immediately. 
• If a patron becomes unruly, DO NOT challenge the person. Obtain assistance from management or local authorities. Protect yourself and others. Remain calm and as helpful as possible. 

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General Usher Rules

Ushers play a key role in keeping the theatre running smoothly. While you may have preferred positions, it’s important to stay flexible and ready to support the team wherever needed. Above all, patrons come first so stay attentive, step in when someone needs assistance and avoid personal conversations that may distract from your responsibilities.   

General Expectations 

• Minimum age to usher is 16. 
• For most shows, the theatre opens to patrons one hour before showtime. You are to be at your assigned posts immediately following the usher meeting. 
• Aisle doors open about 30 minutes before the show. This is at the discretion of the performer/backstage management. Doors are NOT to be opened until the House Manger has instructed you to do so by either the overhead announcement or personal instruction. 
• Know your assigned position and be familiar with the layout of the entire auditorium. 
• Take your post right after the pre-show meeting and be prepared to shift roles as needed. 
• If you’re scheduled but not needed, you may leave or stay for the performance if seating is available. 
• If you’re not scheduled for a one-off show, you’ll be sent home. 
• Ushers working a performance should remain at the doors until at least 15 minutes after the scheduled showtime to assist latecomers. 
• Example: For a 7:00 show, dismissal is 7:15—even if the show itself starts late. 
• Ushers assigned to work at the “break” should move to the Aisle Doors once the show begins to help seat latecomers. 

  During the Show 

• Ushers are entitled to a free soft drink after the 15-minute late seating mark, and the show has started. Bartenders will not serve ushers before the 15‑minute mark. 
• Ushers also receive a food discount (the same food rules that apply to patrons apply to ushers). 
• Ushers receive a 15% discount on tickets. Some restrictions may apply. 
• Usher seating is located at the back of the theatre behind paying patrons. NOTE: seats are not guaranteed for every event. 
• In the event of an emergency, ushers must be visible to patrons and be able to effectively facilitate the guidelines for our Emergency Evacuation Procedures. 
• Do not walk through the theatre once the show starts. Late arrivals are held in the back or even in the lobby until intermission or an appropriate break, so ushers should not be roaming the theater either. It is very important to avoid causing distractions or letting light spill into the auditorium. 
• Our job is not done once the performance begins. We should still cater to patrons who need assistance during the show. For example: opening doors, assisting the elderly with canes and/or walkers, and helping late patrons even AFTER the 15-minute mark.    

After the Show 

• Open the aisle doors only after the house lights come up. 
• Take a position outside the doors and thank patrons as they exit. 
• When the auditorium is clear, begin cleanup. 
• Retrieve clear bags and gloves from the coat room. 
• Make sure all seats are returned to the upright position. 
• Place filled bags outside the double doors at the top of Aisle 5. 

Important Policy 

Alcohol consumption is strictly prohibited while performing usher duties. 

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