Posted by TO Live
Patron Services Duty Manager
TO Live
Toronto, Canada
TO Live’s Patron and Event Services Department is currently accepting applications for the role of Patron Services Duty Manager. This is a part time seasonal position for an experienced and outgoing team player. This role consists of working evenings and weekend hours as required.
As part of the Patron and Event Services team, this position is responsible for assisting the Patron and Event Services department in running events and performances in all aspects to ensure a high level of customer service and safety.
ACTIVITIES AND RESPONSIBILITIES
- Coordinate and supervise the duties of the unionized patron service team including front of house, food and beverage, merchandise and contract security personnel during performances and private/corporate events to ensure a smooth and professional patron experience during shows and events.
- Resolve patron concerns and complaints; escalate as required to include other departments including Box Office and Marketing to ensure best possible customer service model.
- Assist in coordinating the flow of event and performance-related information between internal departments; preparation of show reports, information sheets, shift assignments and other day to day department duties as assigned.
- Ensure safe evacuation of the entire FOH area of the building (members of the public and staff) in the event of an emergency, liaison with emergency services.
- Ensure employee conduct, uniform and personal hygiene requirements are adhered to.
- Complete nightly cash-out procedures ensuring accurate sales numbers for concessions and merchandise sales.
- Prepare nightly reports including house counts, deposits, lost and found and patron’s feedback.
- Present a positive attitude of TO Live both internally & external.
JOB SPECIFICATIONS
- Smart Serve Certified.
- Minimum 1-3 years supervisory experience in a comparable environment.
- Experience in a unionized work environment.
- Excellent customer service skills.
- Knowledge of emergency and safety procedures.
- Knowledge of food service practices and procedures.
- Excellent interpersonal and relationship-building skills; ability to communicate effectively and diplomatically with patrons, clients, and staff.
- Good oral and written communication skills.
- Exceptional cash management capabilities with experience using POS, inventory and food and beverage platforms.
- Judgment and problem-solving skills to assess and resolve situations quickly, discretely and with minimal disruption to performances/events.
- Crowd management skills to coordinate orderly movement and maintain safety of large numbers of people.
- Good working knowledge of Microsoft Word, Excel & Outlook in a Windows operating environment.
WORKING CONDITIONS
- Extreme noise during some performances and events.
- Potential danger in coordinating movement and safety of large numbers of people.
- Must be able to stand and exert fast-paced mobility for entire shift
- Must be able to frequently lift and carry food and other items weighing up to 45 pounds and occasionally greater.
- Variable hours of work depending on performance and event schedules.
- Lack of natural light in workplace.
- Travel between TO Live venues as required.
THE ORGANIZATION:
TO Live is one of Canada’s largest multi-arts organizations, operating three iconic venues: Meridian Hall, the St. Lawrence Centre for the Arts and Meridian Arts Centre. In addition, TO Live presents a full range of performing arts, theatrical and concert events at these venues in both downtown and uptown Toronto. With these two hubs of creativity and content creation, TO Live has a unique place and perspective to activate creative spaces by inspiring local and international artists, connect audiences and to be the nexus for new ideas, elevate artistic potential, and be the catalyst for creative expression that is reflective of Toronto’s diversity.
HOW TO APPLY:
Interested applicants should apply through our TO Live careers website at: https://tolive.bamboohr.com/jobs/
No phone calls or emails please. TO Live thanks all applicants in advance. Only those candidates selected for an interview will be contacted.
Together with the Toronto Public Service’s (TPS) initiatives, which TO Lives follows and adheres too, TO Live encourages applications from Indigenous peoples, racialized persons/persons of colour, persons with disabilities, women, LGBTQ2S persons, and others who may contribute to fostering innovative ideas and solutions.
We ask that you complete the questions provided as part of the online application to assist us in ensuring our recruitment process and programs are equitable and accessible. Your responses are voluntary and the information that you provide is strictly confidential.
We are committed to inclusive, barrier-free recruitment and selection processes and work environment in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). The Human Resources department will work with applicants requesting accommodation at any stage of the hiring process.
- Hourly Rate: $24.35 per hour
- Date Posted: January 31, 2025
- Application Deadline: February 13, 2025
- Start Date: As soon as possible