Client Services Coordinator

2 months ago

Markham, Ontario, Canada City of Markham Full time
The City of Markham is proud to be recognized for the 4th consecutive year as one of Canada's Best Employers by Forbes and Statista Inc. In 2024, the City of Markham is ranked the top city in Ontario and in the top 10 for Government Services. The recipient of multiple environmental awards, we are recognized for our innovative sustainability and urban planning initiatives as well as our fiscal accountability. More than 357,000 residents call Markham home and benefit from our rich heritage, culturally diverse environment, vibrant local economy and focus on quality of life.

Flato Markham Theatre is a jewel in the crown of the Markham community, located only 30 minutes from the downtown core. The intimate, 527-seat, state-of-the-art performance facility provides patrons with community performances and unforgettable access to a host of internationally acclaimed artists. Illuminating the central theme that the live arts in Markham matters, the season features the best of classical, jazz, world music, dance, comedy, pop artists, and family entertainment.

Applications are now being accepted for the regular full-time Client Services Coordinator at the Flato Markham Theatre, Development Services Commission. To apply for this position, please submit your cover letter and resume online by July 25, 2024.

Join us and make a lasting difference

JOB SUMMARY
Reporting to the Business & Rental Manager, the Client Services Coordinator oversees and coordinates the client services and front-of-house operations. Working directly with the Business & Rental Manager, the coordinator is responsible to coordinate the front-of-house operation; including general client services, bar/concession sales, artwork displays, and front-of-house staffing. The coordinator ensures information for all events are communicated to staff and that events run smoothly.

KEY DUTIES AND RESPONSIBILITIES

Client Services/Front of House Coordination

  • Oversees and responsible for all customer services levels, ensuring exceptional customer satisfaction for Theatre patrons relative to front-of-house services
  • Work to find improvements to customer service throughout the theatre and liaise with Management to implement improvements, policies and processes.
  • Coordinate with all areas of the theatre to ensure customer service priorities are met for all clients, performers and audience members. Specifically liaise with backstage for hospitality requirements and ensure smooth implementation of requirements.
  • Monitors patron use of the Theatre to ensure that Theatre policies are adhered to. Responds to and resolve patron complaints.
  • Liaises with users to refine and put in place front of house requirements for events and plan catered events.
  • Resolves front of house issues and ensures that services are available as required for each show.
  • Liaises with users to refine and put in place front of house requirements for events and plan catered events
  • Oversees concession and bar, purchases and maintains stock levels, equipment, and purchases catering services. Identifies improvements and enhancements to concession and bar services to improve patron experience.
  • Ensures information for all events are communicated to staff and that events run smoothly.

Staffing

  • Hires, trains and schedules all front of house staff (house managers, bartenders, ushers, box office). Monitors adherence to safety standards.
  • Coordinates recruitment, training, on boarding, scheduling and evaluation for Front of House Staff
  • Maintains personal records for training, certification and performance evaluations

Finance

  • Assists to maintain budget objectives for front of house, concessions and bar.
  • Maintains security of Theatre including adherence to cash policy for monies from bar and concession, and overseeing opening and closing of front of house.
  • Investigates revenue generating initiatives for front of house.
  • Liaise with Marketing to coordinate box office and front of house operations

REQUIRED SKILLS & COMPETENCIES

  • College degree and/or equivalent
  • Minimum five years' experience including supervisory experience in a relevant environment
  • Experience in client services for a public assembly venue, preferably a theatre, or other type cultural venue.
  • Standard First Aid and CPR-C
  • Smart Service Certified

CORE BEHAVIOURS

  • Service Excellence: Meets or exceeds service standards when interacting with customers in the community and in the organization.
  • Change & Innovation: Responds positively and professionally to change and helps others through change.
  • Teamwork & Relationship Building: Interacts with others in an inclusive, collaborative and respectful way that creates effective working relationships.
  • Communication: Communicates in a clear, professional and respectful way; demonstrates active listening.
  • Accountable & Results Oriented: Demonstrates ethical behaviour and accountability, aligns with City values, and abides by relevant policies and legislation.
  • Management & Leadership: Demonstrates self-management, professionalism and engagement; leads by example.

The City of Markham is committed to inclusive, accessible and barrier free employment practices and to creating a workplace that reflects and supports the diversity of the community we serve. Please let us know if you require an accommodation and we will work with you to ensure a barrier free hiring process.

We thank all applicants who have applied. However, only those applications selected for an interview will be contacted.


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