Part-time Front of House Supervisor

Reports To: Manager, Front of House
Do you have the desire to make an impact and be part of an exceptional team? Does an opportunity with two of the world’s pre-eminent concert venues interest you? Then read on!

About us
The Corporation of Massey Hall & Roy Thomson Hall is a charitable non-profit organization that owns and operates two of Canada's most iconic concert halls. Massey Hall has successfully completed an extensive renovation and expansion of the venue, this includes a revitalized auditorium, improved amenities for both artists and patrons, and opening of new venues as part of Allied Music Centre, starting with TD Music Hall, and state-of-the-art Deane Cameron Recording Studio. Roy Thomson Hall serves as the home to the Toronto Symphony Orchestra, welcomes the Toronto International Film Festival’s red carpet gala premieres, and plays host to a dynamic array of cultural events throughout the year. The Corporation is actively engaged in Artist Development and Education & Community Outreach initiatives as an investment in the next generation of artists and audiences.

The Opportunity
The Front of House Supervisor plays an important role in ensuring our patrons experience through exceptional customer service. As a key representative of our venue, the Supervisor fosters a positive environment for patrons and staff. The ideal candidate is approachable, and adept at addressing issues and/or special requests. Our Front of House team receives comprehensive training in operational and safety protocols for both halls. Shift scheduling and hall assignments will be managed by FOH management in coordination with the Corporation Master Calendar.

Job Duties

  • Possess a firm understanding and working knowledge of Front of House operations and responsibilities of the Usher and Captain roles.
  • Communicate in a positive and professional manner with patrons, FOH staff and other departments within the organization.
  • Monitor patron service operations, identifying areas for improvement of operations with a goal of enhancing patron and staff experience.
  • Adhere to health and safety guidelines in accordance with Ontario Ministry of Labour regulations.
  • Be thoroughly knowledgeable about procedures for handling patron incidents and emergencies, and demonstrated capability for managing these situations as they arise.
  • Lead hall evacuation plan in emergencies, identifying exits for the safe egress of patrons and staff, and ensuring effective interdepartmental communication.
  • Prepare, distribute, and reconcile all materials required by staff, including scanners, programs, coat check systems, and other necessary items.
  • Attend briefings with FOH Management at the beginning of each shift and provide staff briefings as needed.
  • Train, coach, and motivate staff in all FOH operations duties and procedures, as well as the Corporation’s policies and regulations.
  • Be proficient with Microsoft applications.
  • Provide formal feedback to FOH management on all part-time staff for performance reviews.
  • Serve as Acting Manager when assigned.


Requirements

  • Two (2) to three (3) years supervisory/leadership experience required
  • Previous work experience in the performing arts industry an asset
  • Ontario Smart Serve Certificate required
  • First Aid and CPR Training an asset
  • Provide the highest customer service care to meet and exceed customer satisfaction
  • Proven ability to manage time, set priorities and multitask to meet various competing work deadlines
  • Team oriented with the ability to work independently
  • Self-motivated candidate with excellent communication and interpersonal skills
  • Strong analytical and problem-solving skills
  • Able to work, days, evenings and weekends as required based on business needs, including holidays


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.

Please submit your resume and cover letter to: careers@mh-rth.com

We thank all applicants for their interest in this position. Please note that only applicants granted an interview will be acknowledged. No phone calls please.