Job (Edmonton): Director of Patron Experience (Term) – Citadel Theatre

Theatre Alberta; Edmonton; On-site; CAD 70,000 - 85,000; Full time

Job summary

A leading not-for-profit theatre company in Edmonton is seeking an interim Director of Patron Experience to oversee their Guest Services department. This full-time role involves managing bar and merchandise operations, ensuring exceptional patron experiences, and leading a dynamic team. Ideal candidates will have substantial experience in food and beverage management and possess strong interpersonal skills. The position requires evening and weekend availability and offers a chance to contribute to a vibrant cultural environment.

Qualifications

• 3-5 years managing in the food and beverage sector required.
• 2-3 years of front-of-house management experience in a large public facility is an asset.
• ProServe certification is mandatory.
• Self-motivated with effective relationship-building history.

Responsibilities

• Oversee Bar and Merchandise teams while managing Guest Services.
• Ensure superior customer service while meeting sales targets.
• Train staff to uphold high service standards.
• Collaborate with internal and external clients for smooth operations.
• Work flexible hours, including evenings and weekends.

Skills

Leadership in food and beverage management

Excellent interpersonal skills

Outstanding customer-service skills

Proficient in Microsoft Office Suite

Problem-solving and multitasking

Education

Post-secondary degree or diploma

Job description

Job (Edmonton): Director of Patron Experience (Term) – Citadel Theatre

The Citadel Theatre, one of Canada’s largest and busiest professional, not‑for‑profit theatre companies and facilities, has an opening for a temporary, full‑time interim Director of Patron Experience. The position starts January 20, 2020 and ends October 20, 2020, with a possibility of extension.

Function/Role:

Reporting to the Executive Director, the interim Director of Patron Experience will oversee the Guest Services department, focusing on managing bar and merchandise operations while ensuring the highest level of patron experience. The role requires an outgoing, positive leader who thrives in a team‑oriented, fast‑paced, dynamic environment, and who can cultivate a respectful, positive workplace that engages all stakeholders.

Responsibilities and Expectations:

• Provide leadership to Bar and Merchandise teams while overseeing Guest Services managers and staff.
• Manage bar and merchandise operations to meet or exceed sales targets, forecast and analyse labour costs and profit‑and‑loss statements, all while maintaining superior customer service.
• Develop and implement plans to achieve new revenue targets.
• Strategically plan, set targets, analyse progress, and report on departmental goals.
• Provide training and uphold superior customer service for all guests.
• Collaborate with internal and external clients to ensure smooth operations.
• Work closely with the Executive Director and other department managers to meet fiscal and patron experience goals.
• Remain available for evening and weekend shifts as required.
• Perform other duties as required.

Qualifications and Skills:

• 3‑5 years managing in the food and beverage sector.
• 2‑3 years of front‑of‑house management experience in a large public facility (asset).
• ProServe certified.
• Highly visible leader with a proven track record of leading a multiservice team.
• Excellent interpersonal skills and a history of effective relationship building.
• Self‑motivated, capable of multitasking, problem‑solving, and prioritising responsibilities efficiently.
• Outstanding customer‑service and stewardship capabilities.
• Exceptional written and oral communication skills.
• Post‑secondary degree or diploma (asset).
• Proficient in Microsoft Office Suite.
• Ability to adapt to a fast‑paced environment and manage multiple deadlines with positivity.
• Must be able to work an event‑based schedule that includes evenings, weekends, and some holidays.

Qualified applicants should email their resume and cover letter—including salary expectations—to Human Resources at [e-mail].

Posting will remain open until January 5, 2020 or until a suitable candidate is found.

The Citadel Theatre is an equal‑opportunity employer and is committed to a culture of respect and cooperation with all staff, artists, volunteers, and partners. Thank you for your interest; only candidates selected for interviews will be contacted. No telephone calls, please.