Front of House Supervisor

The Corp.of Massey Hall & Roy Thomson Hall; Toronto; Sur place; CAD 33 000 - 47 000; Plein temps

Résumé du poste

The Corp. of Massey Hall & Roy Thomson Hall seeks a Supervisory Front of House to lead FOH staff and ensure outstanding patron service at our downtown Toronto venues.

You will supervise ushers and captains, coordinate shifts, and uphold safety and security during events, maintaining a professional image for guests and staff. Qualifications include 2–3 years of supervisory experience, comfort with Excel, and availability for most events, including evenings and weekends.

Qualifications

• Two to three years supervisory/leadership experience required.
• Experience in the performing arts industry is an asset.
• First Aid and CPR Training an asset.
• Must be available for a minimum of 50% of all full staff events including required day, evening, weekend and holiday shifts.
• Professional demeanor with excellent communication and interpersonal skills.
• Friendly and self-motivated with outgoing disposition toward patrons and co-workers.

Responsabilités

• Oversee front of house operations to ensure top customer service.
• Promote a positive image of the hall to patrons and staff.
• Train, coach and motivate FOH staff on duties and procedures.
• Lead staff briefings and manage event details as required.
• Oversee coat check operations and end-of-shift reconciliations.

Connaissances

Leadership

Customer service

Communication

Problem solving

Adaptability

Outils

Excel

Description du poste

Reports To: Front of House Manager
Department: Front of House

Location: Downtown Toronto

Hourly Wage: $29.30

Vacancy Status: This posting is for a current vacancy on our team

About Us

The Corporation of Massey Hall and Roy Thomson Hall is a registered charity that operates two of Toronto’s most iconic venues: Roy Thomson Hall and Allied Music Centre—home to legendary Massey Hall, TD Music Hall, Allied Music Centre Theatre, Deane Cameron Recording Studio, and more. Guided by a professional management team and volunteer Board of Governors, the Corporation is dedicated to enriching communities through the cultural, social, and economic power of music. The Corporation is actively engaged in Artist Development and Education & Community Engagement initiatives as an investment in the next generation of artists and audiences.

Position Overview

The Supervisor oversee and ensures our patrons receive the best customer service possible. The Supervisor promotes a positive image of the hall to patrons and staff, and must be pleasant, friendly and able to address problems or special requests/needs. All Front of House staff will be fully trained in operational and safety protocols for both Halls. Scheduling of shifts and Hall assignments will be determined by FOH management and the Corporation Master calendar.

Job Duties

• Firm understanding and working knowledge of all Usher and Captain duties
• Monitors and ensures safety and security for patrons and staff
• Communicates a positive and professional image to both patrons and staff
• Ensures proper distribution of hand-outs to patrons
• Monitors patron service operations and identifies areas of concern or challenge

Health and Safety Protocols

• Adhere to health and safety guidelines in accordance with Ontario Ministry of Labour’s regulations and Corporation’s policies
• Possess a thorough knowledge of procedures for handling patron incidents and emergencies and be prepared to handle these situations should they arise
• Lead Hall evacuation plan in the event of an emergency, with ability to identify exits for safe egress of patrons and staff, as well as interdepartmental communication

Leadership

• Attends briefings with FOH Management at the beginning of shift
• Provides briefings to staff prior to each event and manages event details as required
• Train, coach and motivate staff in all FOH operations duties and procedures, the Corporation’s policies and regulations
• Leads by example
• Ensures the event space is prepared to open in a timely fashion, and facilitates clearing the space of all patrons following the event
• Oversees coat check operations and end of shift cash reconciliation and deposits
• Provide formal feedback to FOH management on all part-time servers for both initial 90 day and annual performance reviews
• Documents all verbal warnings and incidents regarding staff and patrons for FOH Management
• Assists Front of House Management with administrative tasks as assigned
• Assigned by FOH Management may oversee events as “Acting FOH Manager”

Job Requirements

• Two (2) to three (3) years supervisory/leadership experience required
• Previous work experience in the performing arts industry an asset
• First Aid and CPR Training an asset
• Must be available for a minimum of 50% of all full staff events including required day, evening, weekend and holiday shifts
• Ability and willingness to strive for excellence and superior customer service essential
• Professional demeanor with excellent communication and interpersonal skills
• Friendly and self-motivated with outgoing disposition toward patrons and co-workers
• Problem solving skills, ability to adapt to change on short notice
• Familiarity with Excel and other Microsoft Office applications

Core Competencies

• Customer Focus
• Communication
• Energy and Stress
• Teamwork
• Time Management
• Adaptability / Flexibility
• Decision Making and Judgement
• Planning and Organizing
• Problem Solving
• Accountability and Dependability
• Ethics and Integrity
• Coaching and Mentoring
• Enforcing Laws, Rules and Regulations

Work Conditions

• Lead in fast-paced, high stress situations
• Interacts with patrons, employees and management
• Competing priorities with medium-high control over individual priorities
• Physical demand to bend/lift (up to 10 lbs/4.5 kg)
• Standing required for 75% to 100% on a scheduled shift
• The ability to walk up and down a number of staircases each shift
• Exposure to loud noise levels, as well as crowded and confined spaces

Additional Information (if applicable): This role is based in Toronto at Roy Thomson Hall, and Allied Music Centre. Evening and weekend availability will be required depending on event schedules.

The Corporation of Massey Hall and Roy Thomson Hall values diversity and is an equal opportunity employer. Applicants requiring accommodation at any stage of the recruitment process should contact the Human Resources Department. The Corporation is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.