Question 1

What is the difference between an usher and a ticket collector?

Accepted Answer

Ushers have broader responsibilities including greeting patrons, providing directions, assisting with seating and managing crowd flow. Ticket collectors focus primarily on checking tickets at entry. Under the Amusement, Events and Recreation Award, both roles are typically classified at similar entry levels.

Question 2

What award covers ushers in Australia?

Accepted Answer

Ushers working in theatres, venues, entertainment centres and event spaces are covered by the Amusement, Events and Recreation Award 2020 (MA000080). This award sets minimum pay rates, penalty rates and conditions for employees in the entertainment and events industry.

Question 3

What classification level should I use for an usher?

Accepted Answer

Under the Amusement, Events and Recreation Award, ushers are typically classified at Level 1 (entry level) or Level 2 with experience. Senior ushers or those with supervisory responsibilities may be at Level 3. See our award rates guide for specific classifications.

Question 4

Should I include pay rates in an usher job description?

Accepted Answer

While not legally required, including indicative pay rates helps attract suitable candidates. You can reference the award rate or use phrases like 'Award rates plus penalties' or 'Competitive rates based on experience.' Many usher positions are casual with significant penalty rates for evening and weekend work.

Question 5

What qualifications do ushers need?

Accepted Answer

Most usher positions do not require formal qualifications. Entry-level roles require good customer service skills, clear communication and the ability to work in a fast-paced environment. Some venues may prefer or require a Certificate II or III in Events or Hospitality.

Question 6

Do ushers need any certificates?

Accepted Answer

Requirements vary by venue. First Aid certification is preferred for many positions. If the venue serves alcohol, an RSA (Responsible Service of Alcohol) certificate may be required. A National Police Check is commonly required for venues hosting family events or working with vulnerable people.

Question 7

What experience should I look for in an usher?

Accepted Answer

For entry-level positions, previous customer service experience in retail, hospitality or events is valuable. For experienced roles, look for previous venue work, ability to handle difficult customers professionally, knowledge of emergency procedures and confidence in managing crowds during busy events.

Question 8

Can I hire ushers without any experience?

Accepted Answer

Yes, many usher positions are entry-level roles suitable for people with no prior experience. Provide comprehensive training on venue layout, emergency procedures, customer service standards and ticket systems. Many venues hire enthusiastic individuals with strong communication skills and a professional demeanor.

Question 9

Should I hire casual or permanent ushers?

Accepted Answer

Most usher positions are casual due to the variable nature of events and performances. Permanent part-time roles may be suitable for venues with consistent programming. Many organisations maintain a roster of reliable casual ushers who work regularly. See our guide on casual vs permanent employment trends.

Question 10

What penalty rates apply to ushers?

Accepted Answer

Penalty rates under the Amusement, Events and Recreation Award apply for: Saturdays, Sundays, public holidays, late-night shifts (after midnight) and overtime. Since most events occur during evenings and weekends, penalty rates are a significant component of usher wages. Use award interpretation software to calculate rates accurately.

Question 11

What are the minimum shift lengths for ushers?

Accepted Answer

Under the Amusement, Events and Recreation Award, casual employees have a minimum engagement period. However, usher shifts often align with event durations — typically 3-6 hours including pre-show, performance and post-show duties. Check the award for specific minimum engagement requirements.

Question 12

What should I include in an usher employment contract?

Accepted Answer

Key elements include: position title and classification level, employment type (usually casual), hourly rate, applicable award, reporting structure, main duties, work location (venue), typical shift patterns, uniform requirements, and any specific venue policies. Use our digital employment contracts to simplify this process.

Question 13

How far in advance should I roster ushers?

Accepted Answer

Under the Amusement, Events and Recreation Award, rosters should be provided with reasonable notice. For venues with scheduled performances, provide rosters aligned with the performance schedule — ideally 2-4 weeks in advance. Using rostering software helps manage availability and allocate staff efficiently.

Question 14

How many ushers do I need for an event?

Accepted Answer

Staffing levels depend on venue capacity, event type, venue layout and safety requirements. As a general guide, allow one usher per 100-150 patrons for seated events, with additional staff for entrances, exits and specific service areas. Always consider fire safety and emergency evacuation requirements.

Question 15

What breaks are ushers entitled to?

Accepted Answer

Under the award, employees working shifts over a certain length are entitled to breaks. For performances, breaks are often taken before the show, during interval or after the event concludes. Plan rosters to support compliance with break requirements. Use break planning tools to manage breaks effectively.

Question 16

How do I manage usher availability for irregular events?

Accepted Answer

Maintain a pool of casual ushers with clear availability preferences. Use availability management tools to track who can work on specific dates. Send shift offers based on availability and offer shifts fairly across your usher team. Build relationships with reliable staff who become regular ushers.

Usher job description