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Manager of Patron Services

JOB TITLE:             Young Centre Manager of Patron Services

REPORTS TO:        Senior Manager of Patron and Operation Services

REVISED DATE:     July 5, 2021

 

JOB PURPOSE

This full-time position will oversee the daily operations of the Patron Services Department including supervising both Box Office and Front of House casual staff; and utilizing Tessitura to enhance the organizations’ ticketing activities.

The Young Centre is an organization committed to pursuing Radical Inclusion. Applicants of all experience levels and abilities are welcome to apply. We encourage applications from Indigenous, Black, Persons of Colour, 2SLGBTQIA+ and Disabled persons.

 

KEY RESPONSIBILITIES

  • Responsible for hiring, training and supervision of part-time staff in Box Office

  • In conjunction with the Duty Managers, responsible for hiring, training and supervision of the part time Ushering staff

  • Maintains knowledge of the use of the Tessitura Ticketing Software and ensures data integrity

  • Supervises ticket inventory including ticket allocations and ticket holds, internal ticket orders for departments, as well as various ticketing processes using the Tessitura Ticketing Software.

  • Participates in the processes of performance and package builds to meet on-sale deadlines as needed.

  • Schedules departmental staff and prepares departmental time cards for payroll

  • Maintains ongoing communication and rapport with other departments to fulfill Box Office and Front of House requirements.

  • Liaises with Building Operations Management, Young Centre Cafe and Stage Management to ensure the smooth running and timing of all performances in a clean, positive and safe environment for Staff, Patrons, and Artists.

  • Provides exemplary patron services to all customers and clients of the Young Centre.

  • In conjunction with the Duty Managers, coordinates Front of House functions such as Patron seating, lobby displays and upkeep.

  • Coordinates the Young Centre’s Volunteer Usher Program

  • Ensures Patron Service issues are resolved in a timely and pleasant manner.

  • Works closely with the Senior Manager of Patron and Operations Services to ensure the Front of House is a safe environment by reporting all deficiencies encountered.

  • Provides ticketing services for non-education groups.

  • Maintains current information and practices regarding issues of individual privacy, operation of box office equipment and software, refunding, ticket scalping etc.

  • Maintains up to date knowledge of the expectations of the AODA as it relates to the accessibility of the Young Centre spaces. 

  • Generates accurate and timely box office sales and activity reports as well as all relevant reports as required by various departments.

  • Reconciles daily cash, credit card and debit deposits and post batches to finalize transactions.

  • In conjunction with the Operations Services Coordinator, acts as a client liaison during special events when required.

  • Contributes to the overall success of the Young Centre by accomplishing related results as needed.

  • Members of the Young Centre Patron Services team are part of IATSE Local B-173, so the successful applicant will be required to learn, and work within, the agreement between IATSE and the Young Centre.

 

Experience:

  • Three years or more of Box Office/ Front of House, or equivalent experience with some supervisory experience.

 

Knowledge and Skills:

  • Strong ticketing software knowledge; Tessitura ticketing software knowledge an asset.

  • General knowledge of Microsoft Outlook, Word and Excel

  • An understanding of or experience with not-for-profit organizations.

  • Experience working with people from various communities Ex: Deaf/Hard of Hearing, Newcomers, 2SLGTBQIA+, Older Adults, etc. is an asset

  • Must have, or be willing to attain, current and recognized First Aid and CPR certifications

  • Must have, or be willing to attain, Smart Serve certification

  • Proven skills in motivating and supervising others

  • Strong leadership, decision-making, analytical and problem-solving skills

  • Excellent planning, organizational, time-management and team building skills

  • Strong interpersonal and oral/written communication skills

  • Self-starter, detail oriented, flexible

  • Ability to work independently as well as in a team environment

  • Ability to thrive in a fast-paced work environment with multiple deadlines

 

Working Conditions

Performs duties in an office, front of house and call centre environment. Physical demands such as lifting up to 8 kg, and standing/moving up to an hour at a time, may be required. Please speak with the hiring committee if this would pose a challenge.  Work on some evenings, weekends and holidays will be expected.  

 

Compensation

  • Annual Salary $40K

  • 10 vacation days, 5 paid sick days and 5 personal days

  • Health and dental benefits

 

How to Apply:

The Young Centre is committed to reflecting the diversity of our community and our country. As an equal opportunity employer we welcome and encourage submissions from individuals, with proper credentials, of all genders, cultures, ethnicities, gender identities, sexual orientations, and abilities. We are committed to providing accommodations for persons with disabilities in all parts of the application/hiring process. The Young Centre invites candidates who may require assistance during the application/hiring process to please let us know and we will work with you to meet your needs.  

 

Please quote PSM21-1 in the subject line of your email.

 

Search Committee – Patron Services Manager

c/o Karen Turner, Senior Manager of Patron and Operations Services

Young Centre for the Performing Arts

50 Tank House Lane

Toronto, ON M5A 3C4

karen.turner@youngcentre.ca

 

We thank all applicants for their interest in the Young Centre for the Performing Arts; however, only those applicants selected for an interview will be contacted.

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Additional Details

Code: PSM21-1
Category: Performing Arts
Location:
Young Centre for the Performing Arts
50 Tank House Lane
Toronto, ON, CA
M5A3C4
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Tags: Management, FOH, Operations, Box Office
Posted: Jul 06, 2021
Deadline: OPEN
Type: Full-time
Experience: Intermediate
Compensation: Annual Salary $40K
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