Posted by TO Live
Employment Opportunity
Senior Manager of Patron Services
TO Live
Toronto, Canada
TO Live has an exciting full-time opportunity in its Patron & Events Services Department in the role of Senior Manager of Patron Services.
Under the guidance of the Director of Patron & Event Services and in collaboration with the team across various venues, this role will be crucial in fostering a culture of excellence. The ideal candidate will demonstrate strong leadership, a sincere dedication to mentorship, and a commitment to providing exceptional service to our patrons. They will play a key role in guiding team members to create memorable experiences for our audience.
KEY ACTIVITIES AND RESPONSIBILITIES
- Provide oversight, support, and management of the Patron Services management team.
- Oversee recruitment, hiring, and training of Front of House support staff.
- Create and maintain department schedules for Patron Services Managers across TO Live venues.
- Oversee B173 staff scheduling, ensuring compliance with IATSE B173 contract guidelines and optimizing operations.
- Supervise staff disciplinary actions and identify additional training needs when required.
- Working with Director and department managers to develop and facilitate department policies, procedures, and training programs focused on customer service excellence, communication skills, and problem-solving techniques.
- Serve as a role model for exemplary customer service and consistently demonstrate best practices in interacting with patrons, clients, and colleagues.
- Assist Team members in resolving patron complaints and concerns promptly and effectively, ensuring a positive outcome for all parties involved.
- Foster open communication channels among staff members, encouraging collaboration and teamwork to deliver exceptional patron experiences consistently.
- Address inquiries and concerns raised by IATSE B173 union representatives promptly, ensuring a positive rapport and maintaining strong relationships with union representatives and stewards.
- Assist in the management and execution of department initiatives, goals, objectives, and timelines.
- Coordinate and oversee shows and events as necessary, offering backup assistance as required.
- Lead weekly Front of House management meetings, overseeing discussions on service quality, operational efficiency, and labour relations. Monitor show and shift reports to uphold service standards and foster cooperative labour relations.
- Undertake special projects and perform other duties as assigned.
JOB SPECIFICATIONS
- Five years of front-of-house or similar management experience demonstrating independent judgment and problem-solving skills.
- Strong interpersonal skills for effective communication with patrons, clients, and staff, fostering relationships and resolving issues discreetly.
- Leadership experience in a customer service-oriented setting, with proven ability to inspire and mentor others.
- Proactive approach to problem-solving and adaptability to fast-paced environments, with a commitment to exceeding customer expectations.
- Experience in managing unionized environments and coordinating crowd movement for safety.
- Proficiency in Microsoft Office Suite and event management systems, with knowledge of safety and emergency response procedures.
- Familiarity with employment, labour, and health and safety legislation, coupled with excellent planning and organizational abilities for front-of-house and event security operations.
WORKING CONDITIONS
- Extreme noise during some performances and events.
- Potential danger in coordinating movement and safety of large numbers of people.
- Physical discomfort caused by lack of formal meal or comfort breaks.
- Ability to stand and walk freely and quickly for long periods of time.
- Variable hours of work depending on performance and event schedules.
- Occasional stressful emergency situations involving patron and client illness and injury.
- 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 to, 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.
Salary Range: $83,000 – $88,000
Date Posted: May 13, 2025
Application Deadline: May 26, 2025
Start Date: As soon as possible