FRONT OF HOUSE LEAD

Professional Association of Canadian Theatres (PACT); Calgary; On-site; CAD 22,000 - 30,000; Part time

Job summary

Alberta Theatre Projects in Calgary is seeking several dynamic Front of House Leads to run our front-of-house operations, enhance patron experience, and support fundraising and merchandise sales. Reporting to the Front of House Manager, you will supervise volunteers and ensure outstanding customer service in our theatre venues at the Werklund Centre.

This part-time, seasonal role requires evening, weekend, and holiday shifts, with up to 13 volunteers per shift, and a flexible schedule to meet

Qualifications

• Minimum two years in customer service/hospitality, preferably in arts venues.
• Previous supervisory experience preferred.
• Experience working with volunteers is an asset.
• Passionate about Alberta Theatre Projects and the arts.
• Excellent interpersonal and communication skills.
• Ability to lead others and resolve patron concerns.
• Comfortable in a fast-paced, dynamic environment.
• Well organized with strong follow-through.
• Professional demeanor with discerning patrons.
• Enthusiasm for theatre and the arts.

Responsibilities

• Lead and support a team of up to 13 volunteer ushers each shift.
• Oversee safe movement of patrons and manage emergency evacuations.
• Prepare Front of House areas and maintain stock and setup.
• Provide exceptional customer service for seating and arrival issues.
• Inform patrons about ATP productions and policies.
• Assist with events, donor receptions, and lobby fundraising.
• Notice facility upkeep needs and ensure a clean, organized venue.
• Handle Lost and Found and communicate discoveries.
• Make lobby announcements and coordinate with bar and production teams.

Skills

Customer service

Supervisory experience

Hospitality

Team leadership

Interpersonal skills

Public speaking

Volunteer management

Flexibility

Job description

Company Overview

Alberta Theatre Projects is a not-for-profit organization known for supporting new play development, and producing live, professional, contemporary theatre in Calgary.

Alberta Theatre Projects is a not-for-profit organization known for supporting new play development, and producing live, professional, contemporary theatre in Calgary. At ATP, we create world-class contemporary theatre that blurs the line between the audience and the artist, telling the most provocative and engaging stories of our time. By embracing the intimacy and unique audience configuration opportunities of the Martha Cohen Theatre, we offer an exciting new experience for our audience with each production.

Job Description

About the position

Alberta Theatre Projects (ATP) is seeking several dynamic Front of House Leads to execute our front-of-house operations, enhance the patron experience, and drive revenue growth through fundraising and merchandise sales. Reporting to the Front of House Manager, this role ensures that ATP’s theatre operations provide outstanding customer service by attending to patron needs and supervising the volunteer usher team.

The ideal candidate brings expertise in staff and/or volunteer supervision, and is experienced in hospitality and customer service, with a passion for the arts. This position is an exciting opportunity to build a strong arts community and create a welcoming experience for patrons and partners alike.

This is a part‑time, seasonal position located at Werklund Centre in downtown Calgary and requires working in the performance venues located in this historic space (this is not a remote based position). This position requires a flexible work schedule due to the operational needs of Alberta Theatre Projects and events taking place, including frequent evening, weekend, and holiday work.

Front‑of‑House & Patron Experience

• Act as a point of contact for patron needs or concerns, resolving where possible and escalating to the Front of House Manager where appropriate, in a manner that is respectful and reflects the highest customer service standards.
• Oversee, direct, and support a team of up to 13 volunteer ushers during each shift.
• Facilitate the safe and efficient flow of traffic in and out of the theatre, including during emergency evacuation scenarios.
• Prepare and maintain Front of House areas for public use each day: replenishing supplies and materials, setting up stanchions for bar lines, unlocking exit doors, preparing for events or receptions, and any other preparation needs that may arise.
• Provide exemplary customer service to patrons with seating or arrival issues and resolving conflicts.
• Hold a high level of familiarity and fluency with all aspects of Alberta Theatre Projects performances to provide patrons and potential customers with accurate information regarding the company, our products, the theatre, policies, and procedures. These communications must be made with the primary goal of ensuring the utmost customer experience.
• Assist with additional events throughout the year such as private event rentals of the theatre, donor receptions, or any other event where Front of House assistance is required.
• Effectively notice and communicate facility upkeep needs to the Front of House Manager. Maintaining a clean and organized facility ready for public interactions.
• Document and secure any Lost and Found items, communicating discoveries to the Front of House Manager and the rest of the team.
• Fundraising in lobby, assisting patrons with accessibility needs, liaising with bar staff and production team, and making lobby announcements, and other duties to assist the Front of House Manager as required.

Job Requirements

• A minimum of two (2) years’ customer service/hospitality experience is required, preferably in a performing arts or other entertainment venue.
• Prior supervisory experience is preferred.
• Experience working with a team of volunteers is an asset.
• Knowledgeable and passionate about the work of Alberta Theatre Projects.
• Enthusiastic team player with excellent interpersonal skills.
• Must possess the ability to lead others, solve patron concerns as they arise, and communicate well with a wide range of patrons and volunteers.
• Must be comfortable and productive in a fast paced and dynamic work environment.
• Must be well organized, decisive, and have good follow-through skills.
• Excellent verbal communication skills (both one-on-one and public speaking).
• A professional demeanor and experience/ability in dealing with discerning patrons.
• An appreciation for the arts and for theatre.

The successful candidates must be available for a minimum of 2-3 shifts per week during each production throughout the season. These positions are flexible, part‑time, and shift based, and require weekend and evening work during the run of a production. This position deals directly with Alberta Theatre Projects patrons and corporate event clients, and it may on occasion require professional interaction with sponsors and external events coordinators to foster ongoing positive relationships.

Due to the nature of the work, and the configuration of the Martha Cohen Theatre, long periods of standing and the repetitive navigation of stairs will be required, as well as some lifting of moderate to heavy objects (i.e. tables and chairs, and props and decorations required for event setup).