Audience Services Representatives

Harbourfront Centre is a leading cultural institution in Toronto, celebrated for its vibrant arts, culture, community and recreational programs. As a not-for-profit organization, we are committed to enriching the lives of diverse communities through creativity, innovation, connection and excellence. A multi-faceted campus, Harbourfront Centre includes programming across arts, culture, recreation and learning, as well as commercial businesses that generate essential revenue to support operations.

Harbourfront Centre manages multiple indoor and outdoor venues (such as The Fleck @ Harbourfront Centre Theatre, the Studio Theatre, The Concert Stage, central public spaces and squares) and various alternative multi-purpose spaces for live programming, presentations, workshops, school classes, camps, etc., with events and activities taking place year-round!

We are currently seeking several service-oriented, friendly and enthusiastic Audience Services Representatives who enjoy working in a flexible environment with rotating shifts as a ticket seller, information desk concierge and usher, to provide top notch service and support to our patrons and the visiting public.

 

Position Title: Audience Services Representative

Department: Audience Experience

Reporting To: Manager, Audience Experience & Assistant Manager, Audience Experience

Number of Vacancies: 3-5

Employment Type: Casual

Hours of Work: Hours of work are based on event and programming need. When scheduled to work, work shifts may include daytime, evening, weekend or holiday hours, as such a flexible availability is required

Rate of Pay: $19.13 per hour

Location: On-site at our lakeside campus in downtown Toronto

 

Duties

Ticket Seller Duties

• Process 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.
• Perform outbound concierge phone calls to customers requiring accessibility to provide detailed information on their upcoming visit to Harbourfront Centre.
• Collect, update and enter data on new and existing customers in AudienceView Ticketing System.
• Stay current 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.
• Perform other duties of a similar nature as assigned by management.
• Remain flexible while on shift to support other Audience Services positions as required.

 

Information Desk Concierge Duties

• Proactively welcome and provide direction to audiences, patrons, and the visiting public.
• Stay current on all current and upcoming activity at Harbourfront Centre
• Support the daily management of the general information inbox at Harbourfront Centre.
• Answer general inquiries about performances at Harbourfront Centre.
• Handle customer complaints or issues and escalateto Management as required
• Support box office when required with in person and phone ticket sales and other duties.
• Remain flexible while on shift to support other the Audience Services positions as required.

 

Usher Duties

• Proactively welcome audiences, provide information and direction, check and electronically scan tickets, help manage the flow of lines and crowds, distribute show programs and direct audiences to their places.
• Proactively assist audience members with accessible needs, ensuring they have a barrier-free experience.
• Observesall areas of the venue during performances to facilitate response to emergency situations, disruptions, traffic flow issues, or audiences requiring assistance.
• Be knowledgeable of emergency procedures in order to be able to assit Front of House Supervisor/Security in an emergency situation.
• Maintain 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.
• Arrange furniture and other large items (e.g., tables, chairs, stanchions, and signage) in lobby areas as needed.
• Receive and return garments and bags, provide claim tags, and handle cash for coat check.
• Sell merchandise, maintain inventory, handle cash and card transactions, and balance float for merchandise table.
• Provide 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 Audience Services positions as required.

 

Requirements

• Experience providing a high level of customer service in a theatrical, music/concert, or events environment is preferred. Previous Box Office or Front of House experience is considered an asset.
• Availability and flexibility to work shifts that can take place during the daytime, evening (at times into late night), weekend, and/or holidays.
• Excellent interpersonal and communication skills. Must possess tact and diplomacy in responding to audience questions and complaints with professionalism and a calm approach, as well as must be able to interact with diverse groups of people from different backgrounds, cultures and identities in a respectful and anti-biased manner.
• Familiarity with the Accessibility for Ontarians with Disabilities Act is desirable.
• A positive and collaborative attitude, with the ability to work in a fast-paced environment and a desire to aid in the overall success of the organization.
• A passion for the arts, performance and culture is preferred.
• Experience with Microsoft 365, SharePoint, customer relationship management databases; familiarity using devices and familiarity with use of QR codes. Knowledge of ticketing systems (especially AudienceView) is ideal.
• Comfortable communicating with audiences over inbound/outbound phone calls. Experience with Call Centre platforms is ideal.
• Must be legally eligible to work in Canada on an ongoing basis.
• This role is site-based at our lakeside campus in downtown Toronto.

Apply

Our Values

At Harbourfront Centre, our values—Open, Brave, Rigorous, and Kind—reflect our commitment to inclusivity, imaginative risk-taking, excellence, and respect, ensuring enriching experiences for all.

How To Apply

Harbourfront Centre is committed to diversity and inclusiveness. We encourage qualified candidates from all backgrounds to apply. 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 criteria for this position.

We invite qualified applicants to submit their candidacy to jobs@harbourfrontcentre.com by no later than September 4, 2026.  Please quote Audience Services Representative in the subject line of your application. Applications will be reviewed on a rolling basis, as such early submission is encouraged. 

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. Please know that our recruitment process does not involve the use of Artificial Intelligence tools; the review of received applications and hiring decisions are made by a team of people.