Olivia Wright

• Phone: +353 87 123 4567
• Email: olivia.wright@email.com
• Location: Dublin, Ireland
• LinkedIn: olivia-wright-usher

Summary

Four years of dedicated experience ensuring seamless guest experiences and operational efficiency in high-traffic entertainment venues. Proficient in managing crowd flow, resolving immediate guest concerns, and upholding venue safety protocols to maintain an exemplary patron environment.

Adept at providing clear directional assistance, validating tickets, and preparing event spaces, consistently contributing to positive patron feedback and smooth event execution across diverse cultural and sporting events.

Experience

Lead Usher & Lobby Attendant, Bord Gáis Energy Theatre -- Dublin, Ireland

Mar 2022 – present

• Supervised a team of 5-8 ushers per shift, coordinating pre-show preparations and post-event clear-up, resulting in a 15% improvement in turnaround efficiency.

• Managed VIP guest arrivals, providing personalized seating assistance and discreetly resolving any seating discrepancies for high-profile events.

• Trained new usher staff on venue policies, emergency procedures, and advanced customer service techniques, reducing onboarding time by 20%.

• Implemented a revised lost-and-found protocol, leading to a 10% increase in successful item returns and enhanced guest satisfaction.

Usher & Ticket Taker, 3Arena -- Dublin, Ireland

June 2020 – Feb 2022

• Efficiently scanned and validated over 500 tickets per hour during peak entry times for concerts and sporting events, ensuring accurate admissions.

• Provided clear and concise directional assistance to patrons, guiding them to their seats, restrooms, and concession areas, reducing guest confusion by 25%.

• Proactively identified and resolved minor guest issues, such as seating disputes or lost items, maintaining a positive event atmosphere.

• Assisted with emergency evacuations and crowd control under pressure, ensuring the safety and orderly movement of thousands of attendees.

Guest Services Assistant, Abbey Theatre -- Dublin, Ireland

Sept 2019 – May 2020

• Welcomed and directed patrons to appropriate theatre sections, managing an average of 300 guests per performance.

• Assisted with coat check operations and program distribution, ensuring a smooth and welcoming arrival experience.

• Maintained cleanliness and orderliness of the lobby and seating areas before and after performances.

• Provided information regarding showtimes, facilities, and accessibility services to diverse audiences.

Education

Technological University Dublin (TU Dublin), Higher Certificate in Tourism and Hospitality Management -- Dublin, Ireland

Sept 2018 – June 2020

Colaiste Dhulaigh College of Further Education, QQI Level 5 Certificate in Event Management -- Dublin, Ireland

Sept 2017 – May 2018

Skills

Guest Services & Operations: Crowd Management, Ticket Validation, Seating Management, Venue Preparation, Emergency Procedures, Accessibility Assistance, Conflict Resolution, Lost & Found Management

Interpersonal & Communication: Active Listening, Clear Directional Communication, Team Collaboration, Guest Relations, Professional Demeanor, Public Speaking (basic)

Technical & Digital: Ticket Scanning Systems (Ticketmaster, Eventbrite), POS Systems (basic), Two-Way Radio Communication

Safety & Compliance: First Aid/CPR Certified (current), Health & Safety Protocols, Evacuation Procedures, Venue Security Awareness