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Under the direction of the Senior Manager, Patron Services, this position is responsible for assisting the Patron Services department in running events and performances in all aspects to ensure a high level of customer service and safety.


1.Coordinate and supervise the duties of the unionized front of house team and contract security personnel during performances and events to ensure smooth and professional management of front of house during shows and events; coordinate emergency services as required.
2.Resolve patron concerns and complaints; escalate as required to include other departments including Box Office and Marketing to ensure best possible customer service model.
3. Assist in coordinating the flow of event and performance related information between internal departments and clients; preparation of show reports, FOH information sheets, schedules, duty assignments and other day to day department duties as assigned.
4. Manage patron flow through appropriate staffing, assignment of duties and supervision of theatre attendants and event security staff


●Good working knowledge of Microsoft Word, Excel & Outlook in a Windows operating environment
●Ability to learn and utilize the Centre’s internal event management system [EBMS]
●Knowledge of safety and emergency response procedures, AODA, Liquor laws, Employee standard Acts
●Minimum community college level post-secondary education, minimum three experience in front of house management
●Experience in a unionized work environment
●Excellent customer service skills, flexibility, adaptability, planning and organizational skills
●Excellent interpersonal and relationship-building skills; ability to communicate effectively and diplomatically with patrons, clients, and staff
●Good oral and written communication skills
●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

Interested applicants should email a cover letter and resume for confidential consideration to Please include “Duty Manager” in the subject line. No phone calls please. The Sony Centre thanks all applicants in advance. Only those candidates selected for an interview will be contacted.

Posted by: Sony Centre for the Performing Arts
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