Jobs (Calgary): Patron Services Manager – Vertigo Theatre

Theatre Alberta; Calgary; On-site; CAD 43,000 - 45,000; Full time

Job summary

Vertigo Theatre in Calgary seeks a Patron Services Manager to lead Front of House and Bar Services teams, supervise staff and volunteers, and drive excellent patron experiences during performances and events.

The role emphasizes operations oversight, budgeting for Bar Services, and coordinating with external partners while maintaining safety and service standards.

Qualifications

• Minimum 3 years of experience in management, staff and volunteer coordination, special events, audience services, and Food & Beverage services.
• ProServe and First Aid Certification required.
• Must be highly organized with the ability to handle numerous tasks at one time.
• Superior written and interpersonal communication skills.
• Experience using volunteer management databases and scheduling systems.
• Must be legally eligible to work in Canada.

Responsibilities

• Ensure the smooth daily and long-term operation of Front of House, Bar Services, and special events.
• Manage overall financial success of Bar Services by monitoring productivity, revenues, and costs.
• Schedule volunteers including recruitment, approval, and assignment to roles.
• Inform the budget for Bar Services by establishing priorities for expenditures.
• Provide leadership and supervision to Front of House and Bar Staff.
• Liaise with caterers and sponsors for event details.
• Ensure compliance with Health & Safety Standards and AGLC regulations.
• Supervise setup and dismantling of lobby/lounge areas during events.

Skills

Leadership

Customer Service

Volunteer Coord

Time Management

Communication

Team Player

Staff Training

Tools

Mac OS

Microsoft Office

Job description

About Vertigo Theatre

Vertigo Theatre is a premiere cultural institution in Calgary and has entertained audiences for over 47 years with high-quality programming. It is the only theatre in North America that produces a season based entirely in the intrigue and mystery genre. Located at the base of the Calgary Tower, the Vertigo complex is home to our administration & ticket offices, rehearsal hall, and two performance venues. We cater to a diverse audience including young adults, students, urban professionals, and seniors.

The Ideal Candidate

Vertigo Theatre is looking for a charismatic and confident team leader who is a great communicator, has proven Food & Beverage sales experience and team building skills to fill the position of Patron Services Manager. The ideal candidate will also have a passion for customer service, volunteer excellence, and the arts.

The successful candidate will be responsible for the supervision, training, and guidance of all staff and volunteers, sales analysis and revenue generation, ensure the smooth running of the Front of House and Bar Services during performances and events, maintaining operational procedures, and providing exceptional customer service to all patrons.

Duties and Responsibilities

• Ensure the smooth daily and long-term operation of the Front of House, Bar Services, and special events at Vertigo Theatre while providing an exceptional patron experience
• Responsible for the overall financial success of the Bar Services department at Vertigo Theatre by monitoring productivity, revenues, and costs.
• Manage the scheduling of volunteers including recruitment, approval, and assignment of volunteers to roles/crews that are appropriate to their skill level
• Inform the budget for the Bar Services department by establishing clear and precise priorities for operational expenditures
• Provide leadership, guidance, support, and supervision to all Front of House and Bar Staff
• Liaise with external stakeholders such as caterers and sponsors for their event details
• Ensure efficient and proactive communication between all departments relating to Front of House and Bar Services
• Ensure compliance with AGLC regulations
• Responsible for ensuring all equipment, fixtures, and furniture of the department are kept in good supply and in the best repair possible
• Serve as the front of line management or designate appropriate staff to attend to patrons during events and performances to ensure all needs are met
• Responsible for staff scheduling, handling performance issues, providing critical feedback, and conducting employee performance reviews
• Prepare pre-show and post-show volunteer orientation/appreciation events
• Oversee the set‑up and dismantling of events that occur in the lobby and the lounge
• Develop and maintain a safe culture within the department and ensure departmental adherence to and awareness of Health & Safety Standards
• Development strong interpersonal relationships with patrons on an ongoing basis

Skills and Qualifications

• This position requires a moderate amount of physical activity. Must be able to navigate stairs, stand for 2 hours, as well as lift and carry up to 30lbs.
• Minimum 3 years of experience in any or all of the following positions: Management, staff and volunteer coordination, special events, audience services, and Food and Beverage services
• Financial/Budget Management an asset
• Must be highly organized with the ability to handle numerous tasks at one time
• Have strong, proven leadership qualities and time management skills
• Must have a desire to deliver an exceptional patron experience as well as an excellent employee/volunteer experience for the patron services team
• Must be an outstanding collaborator and team player
• Experience using volunteer management databases and scheduling systems
• Superior written and interpersonal communication skills
• Proficiency with MAC computers and Microsoft Office Suite
• ProServe and First Aid Certification required
• Must be legally eligible to work in Canada

Vertigo Theatre encourages a team-oriented environment. All personnel are required to participate in a wide range of activities or take on additional responsibilities from time to time that may be outside of the Core Responsibilities & Duties for each position.

This is an on-site position.

Hours

~44 hours per week; days, evenings, and weekends required

Compensation

• $43,000- $45,0000 based on experience
• Extended Health and Dental plan after 3 months with cost shared 50/50 between employee and employer.
• 3 weeks of vacation time annually, after 1 year of employment, and other holidays as determined by management

Please note parking expenses are the employee’s responsibility and no designated parking is available onsite.

Start Date

As soon as possible.

Deadline to submit:

Applications will be accepted until a suitable candidate is found. Vertigo Theatre has a responsibility to create workspaces where people feel respected and can be themselves and do their best work in every capacity. With this in mind, we encourage applications from qualified individuals who identify as Indigenous, Black, POC, 2SLGBTQIA+, Disabled/People with Disabilities and/or Neurodivergent people.

If there are any potential barriers (language, disability, or any other considerations) preventing you from applying, please reach out to us at [e-mail] and we will work with you to find a suitable application process.