Front of House

3 days ago

Ottawa, Canada Algonquin Students' Association Full time

**Front of House & Service Supervisor**

**Reports To**: Manager, Theatre Guest Experience

**Mission**: _To create an environment that inspires a passion for student success. _

**Desired Results of the Position**:

- A welcoming and inclusive customer experience for students, guests, and clients of the

Algonquin Commons Theatre and all its related venues.
- A harmonious Theatre and Venues Operations department, where the team members feel energized, motivated, and supported to contribute to the student, guest, and client experience.
- An organized and balanced front of house environment which allows staff to respond to the changing wants and needs of its customers and clients.

**Nature and Scope**

Reporting to the Manager, Theatre Guest Experience (MTGE); this position is responsible for the delivery of professional and reliable customer services in Students’ Association event spaces. The Front of House & Service Supervisor (FOHSS) will ensure effective and professional supervision of the Algonquin Commons Theatre (ACT) spaces; as well as supervising ACT ushers and bartenders during their shifts. The FOHSS will be the primary front-of-house contact for all clients, guests, ushers & bartenders in the absence of the Manager, Theatre Guest Experience.
As an ambassador for the Students’ Association, the FOHSS, will be polite, personable, outgoing and able to work as part of a team. The FOHSS will need to ensure the highest level of service & cleanliness are maintaned throughout venue related spaces. Based on the event schedule, the FOHSS is expected to work flexible hours including evenings and weekends as the schedule demands.

**Job Duties**

**General**:

- Adhere to all event and support task schedules and deadlines as set by the MTGE
- Ensure all clients and guests are treated with the highest standards of customer service
- Direct training, mentoring, supervision, and delegation of tasks to Theatre FOH and Bar

Staff, which includes the responsibilities of executing the venue needs on Event/ShowDays
- Ensure all staff, clients, and guests adhere to all health and safety policies and procedures, and capacity regulations in the use of the venue(s) - including evacuation of event spaces in the case of an emergency


**Front of House**:

- Assist with scheduling Theatre FOH Staff as needed, based on event needs
- Fill in FOH roles (FOH Shift Lead, usher, merchandise seller, coat check attendant) during events as needed and required across all Students’ Association venues.
- Ensure systemized briefings are in place for Usher’s duties, requirements, and expectations per shift
- Maintain the Front of House procedure and equipment manuals

**Bar Service**:

- Planning, ordering, purchasing, preparing, and executing beverage requirements (sales and service) for theatre and special events with a high level of service and quality
- Assist with scheduling bartenders based on event needs
- Work with the Hospitality Services to train and develop the ACT bartenders
- Knowledge of and adhere to all AGCO (Alcohol and Gaming Commission of Ontario) regulations, and liquor licencing laws
- Build and maintain positive relationships with all suppliers.
- Manage (and reduce where possible) expenses to ensure appropriate profit margins are met and maintained

**Maintenance**:

- Ensure the cleanliness of the FOH areas (Theatre house, lobby, washrooms, coat check, and merchandise) and event facility storage room
- Assist with ACT theatre seating maintenance and repair
- Ensure all MSDS are up to date and accurate

**Accounting**:

- Arrange floats and reconcile FOH (coat check and merchandise) and bar service sales
- Collect, count and pre-deposit sales to after each event

**Administrative**:

- Coordinate and maintain ACT staff work availability
- Ensure that the ACT booking system/calendar is updated with all staff and event related information
- Record and track revenue, and expenses as needed
- Oversee that all operational related equipment and supplies are tracked, stocked, and up to date
- Prepare cheque requisitions, code invoices and receipts, and submit to the MTGE
- Conduct and maintain pre and post event product inventory counts
- Manage and maintain a quarterly operational inventory and generate reports as needed
- Maintain and update statistical event related data as required

**Other**:

- Be creative and find solutions to best accommodate event operational needs
- Ability to plan, implement, and monitor several projects at once
- Fill vacancies for crew calls in both Front of House and Bar Service

- Attend and support the Manager, Theatre Guest Experience in client and staff meetings when requested
- Always be visible, polite, professional, helpful, positive, and proactive
- Assist other SA staff and departments where needed and appropriate
- Other duties as assigned

**Core Competencies**
- Customer Focus
- Communication
- Critical Thinking
- Teamwork
- Attention to Detail
- Accountability
- Problem

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