Usher Supervisor Part-time-GCT

Great Canadian Entertainment; Toronto; On-site; CAD 42,000 - 60,000; Full time

Job summary

Great Canadian Entertainment is seeking an Arena Usher Supervisor to support the Box Office and Front of House operations. You will supervise ushers, assist in event setup, and ensure a safe, welcoming experience for attendees.

The role requires flexible hours, including weeknights, weekends, and holidays, with responsibilities spanning customer service, crowd management, and coordination with event staff. Strong communication and decision-making abilities are essential for success.

Qualifications

• CPR and First Aid training if not currently certified.
• Proven customer service skills and ability to assist with audience management.
• Strong written and verbal communication abilities.
• Ability to read event tickets and navigate venue details in dim lighting.
• Willingness to work flexible hours including weeknights, weekends, and holidays.

Responsibilities

• Supervise ushering staff during events and event setup.
• Manage staff breaks and distribute resources for a safe, welcoming environment.
• Respond to customer inquiries and escalate issues as required.
• Follow policies and procedures of GCE, GCCT and Ticketmaster.
• Coordinate with Manager, FOH Supervisor, and Ticketmaster to resolve logistical issues.
• Provide excellent customer service and respond promptly to requests.
• Recordkeeping and related clerical tasks as assigned.
• Demonstrate good judgment and make sound decisions.
• Assist in other duties as assigned by the Manager.

Skills

CPR and First Aid

Customer service

Communication skills

Bilingual (English/French) is an asset

Judgment and decision making

Job description

Job Overview

Reporting directly to the Box Office and FOH Manager, this role is responsible for supervising ushers, supporting the Manager prior to event set up and during events, specifically with regard to audience management and providing excellent customer service. The position requires working independently and with direction, and within a team environment. The candidate must work flexible hours, including weeknights, weekends, and holidays.

Key Accountabilities

• Effectively and thoughtfully supervise ushering staff during events and event set up
• Supervise staff breaks and distribution of resources to maintain a safe and welcoming environment for staff and attendees
• Respond to customer inquiries and complaints; escalate issues as required
• Perform all duties in accordance with the guidelines, practices, rules, policies, and procedures established by GCE, GCCT and Ticketmaster
• Liaise with the Manager, FOH Supervisor, Management, and Ticketmaster to address logistical and technical issues, adapting to facilitate the orderly operation of the Arena throughout events
• Demonstrate excellent customer service skills; respond professionally, promptly, and efficiently to customer service requests and needs
• File various records and reports and perform related administrative clerical work as assigned
• Demonstrate good judgment and make sound decisions
• Assist in other duties as assigned by the Manager

Education and Qualification Requirements

• Ability to take CPR and First Aid training if not currently certified
• Understand and adhere to established policies and procedures, including emergency procedures, and familiarization with the location of exits and use of emergency equipment
• Assist Front of House/Duty Manager with procedures for injuries, illness, etc.
• Assist patrons with disability-related issues
• Provide accurate knowledge to patrons regarding venue logistics (e.g., location of the ticket office, restrooms, phones, concessions, coat check, etc.) and general building details
• Ability to read event tickets (visual acuity corrected to read as small as 11-font print) in dim lighting with the use of a provided flashlight
• Ability to stand for long periods, sometimes throughout an entire event
• Adhere to established dress code
• Attend required training and meetings
• Ability to lift 20 kilograms
• Demonstrate good judgment and make sound decisions
• Shows commitment to personal growth, development, and leadership opportunities
• Proven written and verbal communication skills
• Bilingual (English/French) is an asset but not required

Work Environment Considerations

• Work within a 24/7 operation with ability to work flexible hours when required (days, evenings, nights, weekends, and holidays)
• Must be willing to submit to a criminal record check with results acceptable to the organization

Benefits

• Inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success
• Tools and technology needed to delight clients
• Opportunity to work with and learn from diverse industry leaders
• Freedom to innovate and support new and better ways to be successful
• Environment that values diversity as a source of strength
• No typical corporate job; work hard and have fun

Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, or disability.