Front of House Supervisor

Application Deadline: March 18, 2024

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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 Front of House Supervisors. This position offers the opportunity to work for one of the leading multidisciplinary arts institutions in the world.

Position Title: Front of House Supervisor

Department: Visitor Experience

Reporting To:  Manager, Visitor Experience

Direct Reports: Ushers, Volunteers, Visitor Service Representatives

Type of Employment: Part Time/Casual

Hourly Rate: $22.00 per hour

Number of Positions: 2-3

Location: Toronto, ON

Summary of Function:

Harbourfront Centre operates 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 (Capacity 1300), and the central public spaces, Canada Square and Ontario Square.

As the Front of House Supervisor, you will have the opportunity to coordinate and oversee ushering and event management services during performances and events as you lead, supervise, and motivate a team of Ushers and volunteers. You will be a part of the Visitor Experience Team and, act as representative to all of our visitors where our goal is to exceed expectations as we welcome visitors to our site.

Duties:

  • Works in various Harbourfront Centre venues on 10-acre campus.
  • Coordinates front of house services during performances and events, including setting up lobbies, managing visitor flow, aiding with receptions, etc.
  • Ensures that all health and safety protocols (incl.  COVID safety protocols) are followed in order to provide a safe and pleasant environment for visitors and staff.
  • Troubleshoot technical issues with Digital Scanning devices as required (Zebra Devices with NScan Technology). Use scanning devices to facilitate event ingress, resolve visitor concerns, and provide information to staff and production to ensure a smooth house turn-over.
  • Prepares for event using information provided by the Assistant Manager, Visitor Services and the Visitor Services Coordinator – Front of House, and gathers additional information from presenting company. Assigns duties to ushers and coordinates activities with food and beverage staff, technical crew, box office, volunteers, and presenting company.
  • Supervises staff of part-time ushers and sometimes volunteers. Provides training and orientation.
  • Proactively meets the accessibility requirements of all visitors.
  • Greets visitors. Responds to complaints and inquiries by providing information, explaining policies and procedures, or referring to the appropriate person for resolution.
  • Completes and electronically distributes reports for each performance with information on performances and venue operations, incidents, visitor feedback, staff performance, media attendance, archival filming, etc.
  • Completes staff time sheets and assists the Visitor Services Manager and Assistant Manager, Visitor Services with administrative duties as required.
  • Counts, records, distributes and balances cash floats for the coat check and merchandise sales counters. Ensures that merchandise inventory information is recorded.  Balances closing inventories against receipts and reports discrepancies.  Completes merchandise sales report forms and collects commissions from sales for deposit.
  • Monitors venue equipment and reports any maintenance requirements.
  • Monitors venue entrances and exits during inclement weather and liaises with operations, grounds staff, and security to ensure venues are accessible and safe.
  • Secures the venue at the end of shift.
  • Implements safety and emergency procedures when required, including fire evacuation, medical emergencies, severe weather, power outages, and other threats to visitor safety.
  • Occasionally process general ticket orders through Tessitura Ticketing System
  • Performs other duties of a similar nature and level.

Requirements:

  • Job requires strong supervisory and communication skills (verbal and written).
  • Job involves a varying work schedule, including weekends, weekend nights, weekdays, and late nights.
  • Job requires ability to think on one’s feet and respond effectively to sudden changes (in schedules, staffing, etc.)
  • Smart Serve certification
  • Job requires a commitment to anti-oppressive principles and protocol, as it involves interacting with many different populations (i.e., diversity of race, ethnicity, language, ability, gender, sexuality, class, age, and more)
  • Job requires a passion for the arts, performance, culture, and education
  • Job requires the ability to write succinct, clear, and tactful reports.
  • Job requires ability to perform basic math calculations for cash transactions and records.
  • Job requires knowledge of standard administrative software (MS Word, Excel)
  • Job requires use of computer equipment such as digital scanners, and tablets.
  • Experience in a ticketing operations environment
  • Customer Service experience via in-person, telephone, and digitized methods of delivery
  • Ability to troubleshoot technical problems as they arise
  • Experience using ticketing software, particularly Tessitura
  • Knowledge and interest of Canada’s Arts Community
  • Experience in the not-for-profit sector
  • Emergency First Aid, CPR and AED certification is an asset.
  • Must be legally eligible to work in Canada. Non-Canadian applicants must have a valid employment Visa and proper documentation. authorizing their ability to work in Canada on a full-time basis.
  • Job involves working outdoors particularly during the summer festival season.
  • Scheduled hours will vary according to festival programming needs from Friday evenings through to Sunday and/or Holiday Mondays.

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.

How To 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 Monday, March 18th, 2024.  Please quote Front of House Supervisor 03/24 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, and 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.