Part-time Floor Captain, Front of House

The Corp.of Massey Hall & Roy Thomson Hall; Toronto; On-site; CAD 32,000 - 40,000; Full time

Job summary

The Corporation of Massey Hall and Roy Thomson Hall is seeking a Floor Captain to lead ushers and volunteers, ensuring exceptional patron experiences at events in downtown Toronto.

You will coordinate with Front of House and Food & Beverage management, uphold health and safety standards, and coach staff in a fast-paced live-event setting to deliver outstanding service.

Qualifications

• 1–2 years of leadership experience in ushering or customer service
• Availability for at least 50% of all full-staff events, including days, evenings, weekends and holidays
• Flexibility to work varied schedules, including days, evenings, weekends, and holidays
• First Aid & CPR certification is an asset
• Training experience preferred
• Dedication to excellence and superior customer service is essential
• Professional manner with strong communication and interpersonal skills

Responsibilities

• Thorough understanding and working knowledge of all usher duties
• Communicate a positive and professional image to both patrons and staff
• Provide excellent customer service and address patron concerns
• Monitor patron flow in assigned areas and assist patrons with special needs in accordance with the Corporation's AODA policy
• Assist Front of House Management in maintaining policies and procedures
• Ensure a safe and secure environment for patrons and staff
• Ensure enough marketing materials are available for distribution
• Adhere to health and safety guidelines as per regulations
• Maintain knowledge of procedures for handling patron incidents and emergencies
• Follow the venue's evacuation plan in emergencies
• Serve as a positive role model and provide training and mentoring to staff and volunteers
• Attend captain meetings and deliver staff briefings
• Work with management to coordinate activities and optimize operational efficiency

Skills

Leadership experience

Customer service

Communication

Job description

Reports To: Front of House Manager
Direct Reports: None

Department: Front of House

Location: Downtown Toronto

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

Hourly Wage: $25.35

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 Floor Captain ensures an exceptional patron experience while supporting the safe, efficient, and professional operation of events. Acting as a working leader, the Floor Captain serves as a primary point of contact for ushers and volunteers, providing guidance, coaching, and support throughout each event. This position is responsible for maintaining high standards of customer service, assisting with patron concerns, overseeing assigned venue areas, and ensuring compliance with organizational policies, health and safety requirements, and accessibility standards.

Working closely with Front of House and Food & Beverage management, the Floor Captain helps coordinate event operations, communicates important information to staff, and contributes to a positive, welcoming environment for patrons, staff, artists, and guests. The successful candidate is a dependable team leader who demonstrates professionalism, sound judgment, strong communication skills, and a commitment to delivering outstanding guest experiences in a fast-paced live event environment.

Key Responsibilities

• Thorough understanding and working knowledge of all usher duties
• Communicate a positive and professional image to both patrons and staff
• Provide excellent customer service and address patron concerns
• Monitor patron flow in assigned areas and assist patrons with special needs in accordance with the Corporation's AODA (Accessibility for Ontarians with Disabilities Act) policy
• Assist Front of House Management in maintaining policies and procedures
• Ensure a safe and secure environment for patrons and staff
• Ensure enough marketing materials, such as programs, flyers, and inserts, are available for distribution

Health and Safety Protocols

• Adhere to health and safety guidelines as per Ontario Ministry of Labour regulations and the Corporation's policies
• Maintain a thorough knowledge of procedures for handling patron incidents and emergencies, and be prepared to manage such situations
• Follow the venue's evacuation plan in emergencies, identifying exits for safe egress of patrons
• Ensure cleanliness and readiness of assigned sections and report any deficiencies to the Supervisor

Leadership

• Serve as a positive role model for staff, exemplifying professionalism, guest service, and teamwork
• Provide training, coaching, and mentoring to new staff and assist with volunteer training
• Attend all captain meetings and deliver staff briefings
• Work with Front of House and Food & Beverage management to coordinate activities and optimize operational efficiency

Qualifications

• 1 to 2 years of leadership experience in ushering or customer service
• Availability for at least 50% of all full-staff events, including days, evenings, weekends, and holidays
• Flexibility to work varied schedules, including days, evenings, weekends, and holidays
• First Aid & CPR certification is an asset
• Training experience preferred
• Dedication to excellence and superior customer service is essential
• Professional manner with strong communication and interpersonal skills
• Ability to understand, follow, and implement protocols and procedures
• Self-motivated team player with high energy and ability to work independently

Core Competencies

• Leadership
• Communication & Customer Focus
• Adaptability & Stress Management
• Problem Solving & Decision Making
• Creativity & Innovation
• Accountability, Ethics & Integrity
• Regulatory Compliance
• Analytical & Mathematical Reasoning

Work Conditions

• Work flexible schedule, including day, evening, weekend hours and holidays, as required
• Manual dexterity required to operate computer and peripherals
• Interacts with patrons, employees and management
• Competing priorities with medium-high control over individual priorities
• Moderate-high levels of considerable mental concentration
• Sitting, standing, lifting and walking on occasions to both venues

Additional Information (if applicable): This role is based on-site 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.