Front of House Manager

Date Posted: Aug 27, 2019
Application Deadline: Sep 20, 2019

Salary Range: Other
Additional Salary Information: $40,000 to $50,000
Province: Ontario
Region: Metro Toronto Area
City: Toronto
Employee Benefits: Health, Pension, Other (e.g. flex time, comp tickets, etc.)
Check Additional Info section for more Employee Benefits
Organization's Field/Discipline: The Arts
Job's focus: Administrative
Job Type: Full-time
Career Level: Intermediate

Organization Description

TO Live

Previously known as Civic Theatres Toronto, TO Live is one of the city's largest multi-arts organizations, operating three iconic venues and presenting a full range of performing arts, theatrical and concert events in both downtown and uptown Toronto at the Sony Centre for the Performing Arts, St. Lawrence Centre for the Arts and the Toronto Centre for the Arts. With two hubs of creativity and content creation in both downtown and uptown Toronto, TO Live has a unique place and perspective in Toronto. The mission of TO Live is to activate creative spaces by inspiring local and international artists, connect audiences and to be the nexus for new ideas, elevate artistic potential, and be the catalyst for creative expression that is reflective of Toronto's diversity.



Job Description

Front of House Manager

Home Designation: Meridian Hall (Sony Centre)
TO Live Toronto
Toronto, Canada

TO Live’s Front of House is currently accepting applications for the role of “Front of House Manager”.  The Front of House Manager leads TO Live’s front of house operations ensuring best-in-class experiences at every touch point.

Under the direction of the Senior Manager, Patron Services and Director of Patron Services, the Front of House Manager manages part-time front of house staff, ushers and concession attendants, and serve as the primary liaison for front of house client information.

ACTIVITIES AND RESPONSIBILITIES 
  • Attend site tours and visits from potential clients to gather and provide front of house information for quotes and/or event day requirements.
  • Create event quotes and costings for labour requirements for future events.
  • Liaise directly with clients or other TO Live departments to determine the requirements for each function or event.
  • Attend weekly meetings and any event or pre-production meetings in order to address any specific patron service requirements or event planning issues.
  • Coordinate the flow of event and performance-related information between internal departments; preparation of show reports, patron service information sheets, schedules, duty assignments.
  • Finalize patron service invoices and billing.
  • Recruitment of part time theatre and concession staff including interviewing, training and induction.
  • Coordinate and supervise the duties of the unionized patron services team and contract security personnel during performances and events to ensure smooth and professional management of front of house during shows and events; coordinate emergency services as required.
  • Approve and process timesheets for unionized patron service staff.
  • Always promote a positive perception of TO Live both internally & external.
  • Any and all other assigned duties as required.
FRONT OF HOUSE OPERATIONS
  • Ensure all event set ups and client requirements for Front of House are complete and ready for the event day.
  • Resolve patron concerns and complaints; escalate as required to include other departments including Box Office and Marketing to ensure best possible customer service model.
  • Manage patron flow through appropriate staffing, assignment of duties and supervision of theatre attendants, concession attendants and event security staff to provide best-in-class service for TO Live patrons with an atmosphere of cooperative labour relations. 
  • Ensure safe evacuation of the entire FOH area of the building (members of the public and staff) in the event of an emergency; liaison with emergency services.
BARS AND CONCESSIONS OPERATIONS
  • Ensure the bars run smoothly & are adequately stocked with all necessary goods.
  • In accordance with health and safety guidelines, ensure the stands are kept in sanitary condition before, during and after an event. 
  • Monitor daily inventory counts of food, supplies and equipment. 
  • Ensure opening and closing inventory counts are accurate and complete. Address discrepancies over tolerable thresholds as set by management.
  • Monitor cleanliness and hygiene of bar area.
  • Ensure adherence to stock control procedures.
CASH HANDLING
  • Oversee accurate cash out procedures and ensure necessary paperwork is complete.
  • Ensure adherence to cash management procedures.
  • Collect, count and deposit money after each performance shift.
  • Prepare change orders as required.
  • Collate daily deposits for collection by finance.
  • Prepare the floats for distribution and then transfer them to the duty safe of the Manager/Cash Supervisor.
  • Perform physical count of cash & coin in the main safe monthly and submit report to the Controller.


Requirements:

  • Minimum college or university level post-secondary education.
  • Minimum five years of experience in house management.
  • Experience in a unionized work environment.
  • Excellent customer service skills.
  • Knowledge of emergency and safety procedures.
  • Flexibility, adaptability, planning and organizational skills.
  • Excellent interpersonal and relationship-building skills; ability to communicate effectively and diplomatically with patrons, clients, and staff.
  • Good oral and written communication skills.
  • Judgment and problem solving skills to assess and resolve situations quickly, discretely and with minimal disruption to performances/events.
  • Crowd management skills to coordinate orderly movement and maintain safety of large numbers of people.
  • Good working knowledge of Microsoft Word, Excel & Outlook in a Windows operating environment.


Additional Info:

WORKING CONDITIONS
  • Extreme noise during some performances and events.
  • Potential danger in coordinating movement and safety of large numbers of people.
  • Physical discomfort caused by lack of formal meal or comfort breaks.
  • Ability to stand and walk freely and quickly.
  • Variable hours of work depending on performance and event schedules.
  • Occasional stressful emergency situations involving patron and client illness and injury.
  • Difficult and demanding patrons and clients.
  • Lack of natural light in workplace.
  • Occasional objectionable odours in workplace.
  • Travel between TO Live venues as required.
THE ORGANIZATION:
Previously known as Civic Theatres Toronto, TO Live is one of the Canada’s largest multi-arts organizations, operating three iconic venues and presenting a full range of performing arts, theatrical and concert events in both downtown and uptown Toronto at the Sony Centre for the Performing Arts (soon to be Meridian Hall), the St. Lawrence Centre for the Arts and the Toronto Centre for the Arts (soon to be the Meridian Arts Centre). With two hubs of creativity and content creation in both downtown and uptown Toronto, TO Live has a unique place and perspective in Toronto. The mission of TO Live is to activate creative spaces by inspiring local and international artists, connect audiences and to be the nexus for new ideas, elevate artistic potential, and be the catalyst for creative expression that is reflective of Toronto’s diversity.

How to Apply:

HOW TO APPLY:
Interested applicants should email a cover letter and resume for confidential consideration to jobpostings@tolive.com.  Please include “Front of House Manager” in the subject line.  No phone calls please. 

TO Live thanks all applicants in advance. Only those candidates selected for an interview will be contacted.

TO Live is an equal opportunity employer. We are committed to inclusive, barrier-free recruitment and selection processes and work environment in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). The Human Resources department will work with applicants requesting accommodation at any stage of the hiring process. 

TO Live is committed to building a more diverse workplace and encourage all qualified applicants to apply.

Date Posted:  August 27, 2019
Application Deadline:  September 20, 2019
Start Date: ASAP

Interviews with qualified candidate(s) will commence immediately and continue until the position is filled.

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