Visitor Services Supervisor

Application Deadline: March 18, 2024

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

 

Position Title: Visitor Services Supervisor

Department: Visitor Experience

Reporting To:  Manager, Visitor Experience

Type of Employment: Part Time/Casual

Hourly Rate: $22 per hour

Number of Positions: 2-3

Location: Toronto, ON

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 the Visitor Services Supervisor you will have the opportunity to oversee the daily operation of a few Visitor touch points as you lead, supervise, and motivate a team of Visitor Services Representatives. You will be part of the Visitor Experience Team and provide concierge level service to all visitors where our goal is to exceed expectations as we welcome visitors back to our site.

Duties:

  • Oversees the Visitor Services front-line team in the Call Centre, Info Desk and Box Office environments, ensuring that customers are provided with exceptional service and that transactions, processes, protocols, and procedures are accurately followed using the appropriate tools and platforms.
  • Supports, supervises, organizes, and coordinates the workload and services provided by the Visitor Services front-line team on a day-to-day basis and ensures that they are kept up to date with internal communications.
  • Train and coach, the Visitor Services front-line team, provide professional resolution of escalated customer service issues.
  • Supervise the activities of the Visitor Services representatives in the satellite Box Offices and manage Will Call.
  • Performs clerical, administrative, and financial functions associated with event promotion, ticket sales and other activities, as required.
  • Assist with implementation of Ticketing policies and procedures.
  • Maintain a positive and proactive approach to ticketing activities and a strong commitment to superior customer service.
  • Cash control, balancing and related administrative functions.
  • Monitoring staff performance to ensure exceptional levels of Visitor Satisfaction are being maintained.
  • Ticket processing and in-person ticket sales.
  • Process in house ticketing requests.
  • Other duties, as assigned.

Requirements:

  • 2-3 years of supervisory experience in a sales, financial, or events environment.
  • 3-5 years of experience in customer service delivery
  • Demonstrated experience with computers and an ability to develop a comprehensive understanding and expertise with event software and customer relation management systems.
  • Previous experience with cash management and point of sales systems.
  • Excellent organizational skills and ability to multi-task.
  • Ability to work under pressure and adapt quickly to a fast-paced environment.
  • Excellent problem solving and decision-making skills.
  • Excellent communication and de-escalation skills.
  • Highly motivated self-starter with a lot of initiative.
  • Ability to comfortably lift fifteen (15) to twenty (20) pounds of weight to help support operational needs.
  • Ability to comfortably work in both indoor and outdoor environments.
  • Ability to work while seated at computer in an office environment for extended periods of time.
  • Ability to work while standing to support events for extended periods of time.
  • Available to support call centre opening times including weekday business hours, as well as rotating weekend and evening shifts to support events.
  • Supervisory Experience in a ticketing operations environment is desirable.
  • Customer Service experience via in-person, telephone, and digitized methods of delivery is desirable.
  • Ability to troubleshoot technical problems as they arise is desirable.
  • Experience using ticketing software, particularly Tessitura is desirable.
  • Experience with Bell Total Connect On Demand Call Centre Software is desirable.
  • Familiarity with Front of House/Ushering customer service delivery &/or delivery of customer service at live events is desirable.
  • Knowledge and interest of Canada’s Arts Community is desirable.
  • Experience in the not-for-profit sector is desirable.
  • 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.
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.

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 Visitor Service 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.