Patron Services Duty Manager

Date Posted: Feb 06, 2020
Application Deadline: Feb 20, 2020
Start Date: Feb 06, 2020

Hourly From: $20/hr To $20/hr
Province: Ontario
Region: Metro Toronto Area
City: Toronto
Employee Benefits: N/A
Organization's Field/Discipline: The Arts
Job's focus: Administrative
Job Type: Part-time
Career Level: Doesn’t apply

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 Meridian Hall, St. Lawrence Centre for the Arts and 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.



Job Description

TO Live’s Patron Services Department is currently accepting applications for the role of “Patron Services Duty Manager”.  This is a part time seasonal position for an experienced and outgoing team player.  This role consists of working evenings and weekend hours as required.
 
Under the direction of the Senior Manager, Patron Services, this position is responsible for assisting the Patron Services department in running events and performances in all aspects to ensure a high level of customer service and safety.
 
ACTIVITIES & RESPONSIBILITIES:
  • Coordinate and supervise the duties of the unionized patron service team including front of house, food and beverage and contract security personnel during performances and events to ensure a smooth and professional patron experience during shows and events
  • Resolve patron concerns and complaints; escalate as required to include other departments including Box Office and Marketing to ensure best possible customer service model.
  • Assist in coordinating the flow of event and performance-related information between internal departments; preparation of show reports, information sheets, schedules, duty assignments and other day to day department duties as assigned.
  • Manage patron flow through appropriate staffing, assignment of duties and supervision of patron service staff and event security staff to provide quality service to TO Live patrons with an atmosphere of cooperative labour relations. 
  • Assist in other duties including event load in and outs as well as any other show or event related duty.
  • 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.
  • Ensure employee conduct, uniform and personal hygiene requirements are adhered to.
  • Prepare nightly reports including house counts, deposits, lost and found and patron’s feedback.
  • Always Promote a positive perception of TO Live both internally & external.
  • Any and all other assigned duties as required.
BARS AND CONCESSIONS OPERATIONS
  • Ensure the bars run smoothly & are adequately stocked with all necessary goods.
  • In accordance to health and safety guidelines, ensure the concession stands are kept in sanitary condition before, during and after an event. 
  • Maintain accurate perpetual 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.
  • Responsible for custody of cash, inventories and company assets
EVENTS
  • Assist with events advancement and execution when required.
  • Oversee Event Attendants when applicable.
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.
ADMINISTRATION
  • Assist with administration and other tasks as assigned by the Senior Manager of Patron Services or their designate.


Requirements:

  • Smart Serve Certified.
  • ServSafe Certified or equivalent Safe Food Handling Certificate.
  • Minimum college or university level post-secondary education.
  • Minimum 1-3 years supervisory experience in a comparable environment.
  • Experience in a unionized work environment.
  • Excellent customer service skills.
  • Knowledge of emergency and safety procedures.
  • Knowledge of food service practices and 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.
  • Must be able to stand and exert fast-pased mobility for entire shift
  • Ability to stand and walk freely and quickly.
  • Must be able to frequently lift and carry food and other items weighing up to 45 pounds and occasionally greater.
  • 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:
TO Live is one of Canada’s largest multi-arts organizations, operating three iconic venues: Meridian Hall (formerly the Sony Centre for the Performing Arts), the St. Lawrence Centre for the Arts and Meridian Arts Centre (formerly the Toronto Centre for the Arts). In addition, TO Live presents a full range of performing arts, theatrical and concert events at these venues in both downtown and uptown Toronto. With these two hubs of creativity and content creation, TO Live has a unique place and perspective 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:

Interested applicants should email a cover letter and resume for confidential consideration to jobpostings@tolive.com.  Please include ‘Patron Services Duty 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:  Feb 6, 2020
Application Deadline:  February 20, 2020
Start Date: ASAP

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