Visitor Services Representative

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
Number of Positions: 5 – 10

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
• 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, referring to internal SharePoint website for information.
• As required, notify customers via phone and/or email regarding cancellations or changes to their events.
• Other duties of a similar nature as assigned by management.
• 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.
• Support box office when required with in person and phone ticket sales
• Remain flexible while on shift to support other the Visitor Services positions as required

Front of House Usher Duties:

• Proactively welcomes visitors, provide information and direction, checks and electronically scans tickets, helps manage the flow of lines and crowds, distributes show programs and directs visitors to their places.
• Proactively assist visitors with accessible needs, ensuring they have a barrier free experience.
• Observes all areas of the venue during performance to facilitate response to emergency situations, disruptions, traffic flow issues, or visitors requiring assistance.
• Be knowledgeable of Emergency Procedures and able to assist Duty Manager in an emergency situation.
• Maintains a clean environment within the venues by bussing glassware and plastic, recycling programs and inserts, disposing of other garbage, and alerting supervisors to larger maintenance or cleanliness issues.
• Arranges furniture and other large items (e.g., tables, chairs, stanchions, and signage) in lobby areas as needed
• Receives and returns garments and bags, provides claim tags, and handles cash for coat check.
• Sells merchandise, maintains inventory, handles cash and card transactions, and balances float for merchandise table.
• Provides friendly, approachable and sincere customer service at all times.
• 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

Requirements:

• Experience providing a high level of customer service.
• Ability to have a flexible schedule as job requires daytime, evening, weekend, and late-night shifts.
• Job requires tact and diplomacy in responding to visitor questions and complaints.
• 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
• Works well with a team. Works well in a fast paced environment.
• Computer literacy: Experience with Microsoft Office, Outlook, SharePoint databases; familiarity using devices and familiarity with use of QR codes
• Comfortable communicating with visitors over inbound/outbound phone calls. Experience with Call Centre platforms an asset.
• Previous Box Office or Front of House experience an asset
• Knowledge of ticketing systems (specifically Tessitura) an asset
• Have a passion for the arts, performance, culture, and education
• 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.
• Must demonstrate a commitment to anti-oppressive principles and protocol, as job involves interacting with many different populations.
• 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 21, 2023.  Please quote Visitor Service Representative 04/23 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.