Fan Experience Staff | Part-Time | TD Coliseum

Oak View Group; Hamilton; On-site; CAD 20,664 - 27,552; Part time

Benefits offered by this job

Pension matching

Job summary

Oak View Group (OVG) is hiring Fan Experience Staff for event-day operations at the TD Coliseum in Hamilton. You will welcome guests, assist with tickets, guide fans to seats, and support with safety and information needs during concerts, sports and performances.

Role is part-time with benefits such as pension matching. Candidates must be able to work evenings, weekends and holidays and stand for long periods in a high-energy arena environment.

Qualifications

• Must have or be willing to obtain a Smart Serve certification.
• Previous experience in customer service is beneficial.
• Positive attitude, good judgment and ability to learn quickly in a fast-paced environment.
• Calm demeanor in stressful, crowded or loud environments.
• Able to work independently and in a team, and stand for long periods.
• Willing to work evenings, weekends and holiday shifts; 70% of events.

Responsibilities

• Greeting Fans: welcome guests and provide friendly assistance.
• Use of Technology: operate ticket scanner and troubleshoot issues.
• Wayfinding: verify tickets and direct fans to seats and areas.
• Assist Fans: provide event information and help with special needs.
• Crowd Management: monitor and direct crowd flow and seating.
• Emergency Response: know evacuation plans and respond calmly.
• Enforcement of Rules: uphold venue policies and safety rules.
• Coordinating with Staff: collaborate with security, box office and concessions.
• Customer Service: address inquiries and complaints professionally.
• Adherence to Policies: follow venue procedures and safety protocols.

Skills

Customer service

Communication

Team player

Flexibility

Education

Smart Serve certification

Job description

Oak View Group (OVG) is the global leader in premium live entertainment infrastructure and services, with a platform spanning venue development and end-to-end capabilities across venue management, hospitality, and sponsorship sales. Founded in 2015, the company serves a collection of seven world-class owned venues and a client roster of the most iconic arenas, stadiums, convention centers, music festivals, performing arts centers, and cultural institutions, spanning four continents.

Position Summary

We are looking for Fan Experience Staff team members to join our dynamic event-day staff. As part of the front-line team, you will play a vital role in welcoming guests, ensuring their safety, providing helpful information, and creating a positive and inclusive atmosphere throughout the building. In this role, you will wear many different hats and have the potential to work in several different areas of the arena. The Fan Experience Team is responsible for assisting with event operations, including fan services, ushering, crowd control, ticket scanning, wayfinding, access management, and general support throughout the venue during concerts, sporting events, and other live performances.

This role pays an hourly rate of $17.60 CAD

• Benefits for Part-Time roles: Pension matching

This position will remain open until September 30, 2026.

About The Venue

OVG is excited to launch the newly reimagined TD Coliseum, a modern venue rooted in the proud history of Hamilton. Hosting world-class concerts, sports, and special events, TD Coliseum will play a key role in the region’s cultural and economic landscape. As we enter an exciting new era of growth and reinvention, we are seeking passionate professionals who thrive in fast-paced, high-impact environments.

Responsibilities

• Greeting Fans: Welcoming fans as they arrive at the venue, providing friendly and courteous assistance
• Use of Technology: Use a ticket scanner and assist fans with ticket troubleshooting
• Wayfinding: Verify tickets and direct fans to their seats or designated areas, ensuring smooth entry and efficient seating
• Assisting Fans:
  • Provide relevant event information regarding venue facilities and amenities and assist fans with special needs or requests; monitor fan conduct and alcohol consumption
  • Provide directional assistance, event information, and venue guidance to guests throughout the arena.
• Crowd Management: Monitor and direct crowd flow and seating arrangements to prevent congestion and ensure a safe and orderly environment
• Emergency Response: Be knowledgeable about arena emergency evacuation plan and be prepared to respond quickly and calmly in case of emergencies, such as evacuations or medical incidents, and assist fans as needed
• Enforcement of Rules: Enforce venue policies and regulations, such as no-smoking or prohibited items, to maintain a comfortable and secure atmosphere
• Coordinating with Staff: Collaborate with fellow event staff, including security personnel, box office staff, and concession workers, to ensure smooth operations
• Customer Service: Always provide excellent customer service, address fan inquiries, concerns, and complaints professionally and efficiently
• Adherence to Policies: Adhere to venue policies, procedures, protocol and safety regulations

Qualifications

• Must have or be willing to obtain a Smart Serve certification
• Previous experience in customer service is beneficial
• Must have a positive attitude, sound judgment, decision-making skills and ability and capacity to learn and apply information in a fast-paced environment
• Able to maintain a calm demeanor in potentially stressful situations and crowded, loud environments
• Demonstrated ability to work independently and responsibly in a team environment
• May occasionally be asked to work outdoors
• Able to stand for long periods of time, walk up and down stairs, be comfortable working in low light, with large crowds, and at heights
• Excellent communication skills
• Must be available to work evenings, weekends, and holiday shifts as required. Must be available to work 70% of scheduled events each month

Strengthened by our Differences. United to Make a Difference

At OVG, we understand that to continue positively disrupting the sports and live entertainment industry, we need a diverse team to help us do it. We also believe that inclusivity drives innovation, strengthens our people, improves our service, and raises our excellence. Our success is rooted in creating environments that reflect and celebrate the diverse communities in which we operate and serve, and this is the reason we are committed to amplifying voices from all different backgrounds.