Theatre Front of House Lead — Part-Time Evenings

Theatre Alberta; Calgary; On-site; CAD 18,000 - 26,000; Part time

Job summary

Theatre Calgary is seeking a part-time Front of House Lead to supervise our volunteer usher team and attend to patron needs during performances in Calgary. Reporting to the Front of House Manager, you will deliver high-level customer service and ensure smooth operations on each shift.

Responsibilities include leading a team of 3-6 volunteers, handling seating issues, and coordinating with theatre staff to support events and runs throughout the season.

Qualifications

• 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 Theatre Calgary
• 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 workplace
• Must be flexible and work well under stress
• 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

Responsibilities

• 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 not only respectful, but which reflects the highest customer service standards.
• Oversee, direct, and support a team of 3-6 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 lines, unlocking exit doors, preparing for events or receptions, and any other preparation needs which may arise.
• Provide exemplary customer service to patrons with seating or arrival issues, resolving conflicts arising from incorrect ticket dates, late arrivals, lost or unreadable tickets, unanticipated accessibility needs, or other similar complications which may arise.
• Hold a high level of familiarity and fluency with all aspects of Theatre Calgary so as to provide patrons and potential customers with accurate information regarding the company, our productions, 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 events, Shakespeare-on-the-Go performances, or any other event where Front of House assistance is required.
• Effectively notice and communicate facility upkeep needs to the Front of House Manager.
• Document and secure any Lost and Found items, communicating discoveries to the Front of House Manager and rest of team.
• Other duties to assist the Front of House Manager (as required)

Skills

Customer service

Supervisory experience

Volunteer coordination

Communication skills

Organizational skills

Public speaking

Arts appreciation

Job description

Theatre Calgary is seeking a part-time Front of House Lead to supervise our volunteer usher team and attend to patron needs during performances in Calgary. Reporting to the Front of House Manager, you will deliver high-level customer service and ensure smooth operations on each shift.

Responsibilities include leading a team of 3-6 volunteers, handling seating issues, and coordinating with theatre staff to support events and runs throughout the season.