Assistant Manager, Fan Services

Black Ties Group Inc.; Toronto; On-site; CAD 55,000 - 75,000; Full time

Job summary

A leading organization in Toronto seeks an Assistant Manager for Fan Services. This role involves leading a team, ensuring exceptional guest services, and collaborating with various departments to enhance event experiences. Ideal candidates will have strong leadership skills, experience in event management, and the ability to analyze data for continuous improvement. Join us in creating memorable events and fostering a positive work environment.

Qualifications

• Proven experience in event management.
• Availability for overnight, weekend, and holiday shifts.
• Leadership experience with effective mentorship.

Responsibilities

• Lead front-line fan services staff and Event Supervisors.
• Support Fan Services Survey program with data analysis.
• Ensure effective service delivery across event venues.

Skills

Leadership

Communication

Teamwork

Data Analysis

Tools

Microsoft Office

Power BI

Job description

As Assistant Manager, Fan Services, you will provide leadership to the Event Personnel (EVP) team within the Operations department, ensuring the delivery of championship guest services to our customers.

1. Lead our front-line fan services staff and Event Supervisors team by example in management and development, using a “one team” approach; ensure departmental integrity and championship vision are intact.
2. Support the Fan Services Survey program by analyzing, interpreting, and summarizing data sets, trends, insights, and areas for improvement.
3. Contribute to the development, implementation, and support of all front-of-house policies and procedures across our three event venues: Scotiabank Arena, BMO Field, and Coca-Cola Coliseum.
4. Maintain ongoing communication with other departments to ensure effective and outstanding service delivery both front and back of house.
5. Collaborate with the HR Department to facilitate recruitment, orientation, and training of part-time event personnel, including Event Supervisors.
6. Provide mentorship, feedback, and discipline to event personnel and conduct performance reviews for part-time staff.
7. Ensure events are adequately staffed; manage scheduling and deployment for optimal service delivery and efficiency.
8. Acknowledge employee contributions; participate in the Elevate Committee.
9. Ensure staff facilities are maintained and sufficient.
10. Understand and champion the Event Staff Collective Bargaining Agreements, fostering positive employer/employee relations.
11. Assist in developing business plans and managing the department's operating and capital budgets.
12. Oversee uniform matters, including design review, inventory, and maintenance.

Qualifications

Note: We recognize that you may not meet all listed qualifications but may possess other relevant skills and experience. Please share any relevant information in the "Message to the Hiring Manager" section of our online application.

• Availability for overnight, weekend, weekday, and holiday shifts as needed.
• Proficiency in Microsoft Office, including Power BI, for data analysis and summarization is an asset.
• Proven experience in event management.
• Leadership experience with effective mentorship and management skills.
• Familiarity with Collective Bargaining Agreements.
• Excellent communication skills in written, oral, and electronic formats.
• Ability to work well in a team and to build team cohesion.
• Ability to foster a positive, encouraging work environment.
• Ability to perform under pressure and manage multiple priorities.
• Responsive to client service needs.
• Flexibility to work evenings and weekends as required.
• A positive, friendly attitude demonstrating integrity, confidentiality, and discretion.

Additional Information

Apply by: May 20, 2025

We thank all applicants for their interest; only those selected for interviews will be contacted.

MLSE is committed to building an equitable, diverse, and inclusive organization.

We are an equal opportunity employer and do not discriminate based on race, ethnicity, gender, age, disability, or other protected categories. Reasonable accommodations are available for applicants with disabilities. For accommodation requests, please email [e-mail]. Resumes sent to this address will not be considered.