Visitor Services Representative

Application Deadline: April 8, 2022

Harbourfront Centre is a leader in providing internationally renowned artistic, educational and recreational programming across a beautiful 10-acre campus at the heart of Toronto’s waterfront. For more than 45 years, Harbourfront Centre has celebrated the best in Canadian culture and the rich mosaic of cultures from around the world, presenting thousands of events annually from music festivals to contemporary dance, to craft and design, to visual arts and more. Welcoming visitors year-round, there is something for everyone at Harbourfront Centre!

Currently, exciting employment opportunities exist in Harbourfront Centre for part time Visitor Services Representatives. This position offers the opportunity to work for one of the leading multidisciplinary arts institutions in the world.

Position Title: Visitor Services Representative
Department: Visitor Experience
Reporting To:  Manager, Visitor Experience & Assistant Manager, Visitor Experience
Type of Employment: Part Time/Casual
Hourly Rate: $17.00-$18.00 per hour
Number of Positions: 10-15

Summary of Function:

Harbourfront Centre operates a ten-acre site that encompasses five theatres – Fleck Dance Theatre (capacity 446), Harbourfront Centre Theatre (capacity 350), Studio Theatre (capacity 196), Brigantine Room (cabaret-style 250), and Lakeside Terrace (theatre 250); and various alternative multi-purpose spaces for presentations, workshops, school classes, camps and other activities. Outdoor stages include the large amphitheater-style Concert Stage (1200 seated, 3500 standing), the smaller Stage in the Round and summer music concerts in the Toronto Music Garden. The site also includes two art galleries; six working craft and design studios; various alternative exhibition spaces; and the central public spaces, Canada Square and Ontario Square.

As Visitor Services Representative you will have the opportunity to provide top notch customer service to our visitors as you work in flexible environment with rotating shifts as a ticket seller, information desk concierge, and front-of-house usher. You will be a part of the Visitor Experience Team and provide concierge level service to all of our visitors where our goal is to exceed expectations as we welcome visitor’s back to our site.

Duties:

Ticket Seller Duties:

  • Processes ticket orders over the phone and in person
  • Assist with online ticket purchases for customers experiencing issues
  • Daily management of general ticketing inbox for Harbourfront Centre
  • Assist customers with inquiries and resolve any issues with top notch service and professionalism
  • Outbound concierge phone calls to customers requiring accessibility to provide detailed information on their upcoming visit to Harbourfront Centre
  • Collects, updates and enters data on new and existing customers in Tessitura Ticketing software
  • Keeps up to date on upcoming events and ticketing policies
  • As required, notify customers via phone and/or email regarding cancellations or changes to their events
  • Balances daily payments against daily reports from ticket sales
  •  Knowledgeable of Site Safety Plans and able to assist Duty Manager in an emergency situation
  • Remain flexible while on shift to support other Visitor Services positions as required

Information Desk Concierge Duties:

  • Proactively welcomes and provides direction to all visitors
  • Keeps up to date on all current and upcoming activity at Harbourfront Centre
  • Daily management of the general inbox at Harbourfront Centre
  • Answers general inquiries about performances at Harbourfront Centre
  • Handles customer complaints or issues and escalates to Management as required
  • As required, notify customers via phone and/or email regarding cancellations or changes to their events.
  • Assist with QR code scanning for building entry and/or event general information as required
  • Support box office when required with in person and phone ticket sales
  • Knowledgeable of Site Safety Plans and able to assist Duty Manager in an emergency situation
  • Remain flexible while on shift to support other the Visitor Services positions as required

Front of House Usher Duties:

  • Proactively welcome visitors and provide information and direction
  • Scan tickets for entry and provide direction to seating and facilities
  • Proactively assist visitors with accessible needs, ensuring they have a barrier free experience
  • Ensure the safety and comfort of our visitors, addressing any needs proactively
  • Access control and door monitoring where required
  • Knowledgeable of Site Safety Plans and able to assist Duty Manager in an emergency situation
  • Perform verification checks as required in accordance with Harbourfront Centre Health and Safety policy &/or Federal, Provincial, or Municipal guidelines or mandates.
  • Remain flexible while on shift to support other the Visitor Services positions as required

 Skills & Requirements:

  • 1-2 years of experience in delivering high level customer service
  • Ability to take initiative, learn quickly and adapt to ever-changing environments
  • Computer literacy, experience with Microsoft Office and use of QR codes
  • Understanding and familiarity with AODA
  • A positive collaborative attitude, with a desire to aid in the overall success of the organization
  • Excellent interpersonal and communication skills
  • Ability to have a flexible schedule working evening and weekend shifts as required. Main Box Office at the Artport Building is open Wednesday – Friday 1:00pm-5:00pm with shows/events occurring during evening hours on both weekdays and weekends.
  • Passion for arts, culture and diversity
  •  Previous Box Office or Front of House experience an asset
  • Knowledge of Tessitura Ticketing experience an asset
  •  Must be legally eligible to work in Canada. All international applicants must have a valid employment Visa authorizing their ability to work in Canada on a full-time, ongoing basis. This role is based in Toronto.
  • Harbourfront Centre recognizes its heightened duty to protect employees from health and safety risks during the current pandemic. As such, an offer of employment shall be conditional on proof of full COVID-19 vaccination with a vaccine series approved by Health Canada or the World Health Organization.
Apply

Our Values

Open
We’re friendly, welcoming and inclusive, with an experimental attitude that thrives on collaboration.

Brave
To achieve our bold ambition we empower and support imaginative risk and we always try to learn from our mistakes.

Rigorous
We are committed to excellence in all we do, ensuring every visitor encounter is safe, memorable and enriching.

Kind
We value and respect each other and all our visitors, celebrating difference and striving to realise potential.

Apply

Harbourfront Centre is committed to diversity and inclusiveness. We encourage qualified candidates from all backgrounds to apply by contacting jobs@harbourfrontcentre.com by no later than Friday April 8th, 2022.  Please quote Visitor Service Representative 04/22 in the subject line of your application.

Acceptable applications must include a current resume and a cover letter indicating why you wish to join the team, how you would meet the requirements of the role.

We thank all applicants for their interest, however, only those being considered for an interview will be contacted. Suitable accommodations will be available upon request during the hiring process.