Patron Services Manager

3 weeks ago

North York, Canada TO Live Full time

**Employment Opportunity**

**Patron Services Manager (Meridian Arts Centre)**

**TO Live**

**Toronto, Canada**

TO Live has an exciting full-time opportunity in its Patron & Events Services Department in the role of Patron Services Manager for Meridian Arts Centre. The Patron Services Manager leads TO Live’s Front of House operations ensuring best-in-class experiences at every touch point.

The Patron Services Manager is responsible for management of the part-time front of house and food and beverage staff while serving as the primary liaison for front of house client information.

**ACTIVITIES AND RESPONSIBILITIES**
- Attend site tour and client meetings as required
- Liaise directly with clients or other TO Live departments to determine the requirements for each function or event.
- Prepare and monitor event budgets relating to patron and event services
- Attend weekly meetings and any event or pre-production meetings to address any specific patron service requirements or event planning issues.
- Manage the flow of event and performance-related information between internal departments, preparation of show reports, patron service information sheets, schedules, duty assignments.
- Input and update relevant event information into EBMS (Event Business Management Software)
- Keep financial and administrative records of any changes that may affect the final billing of an event.
- Complete patron service invoices and event billing.
- Recruitment of part time theatre, concession, and event staff including interviewing, training, and induction.
- Schedule, organize, lead, and motivate the entire Front of House team working within the venue.
- Contract security personnel and emergency services for performances and events as required.
- Approve and process timesheets for unionized patron service and event staff.
- Always conduct yourself in a positive manner both internally & externally and ensure that all employees project a positive, approachable, friendly, and professional image.
- Absorb FOH show duties in the absence of Duty Managers. Which may include overseeing merchandising, food and beverage and front of house.
- Hiring, training and supervising show duty managers.
- Ensuring the lobbies and front of house areas are functioning to best serve the clients and patrons.
- Create and implement policies and procedures for any patron services needs.

**JOB SPECIFICATIONS**
- Minimum college or university level post-secondary education.
- Minimum three years of experience in house management.
- Experience in a unionized work environment.
- Excellent customer service skills.
- Knowledge of emergency and safety procedures.
- Flexibility, adaptability, planning and organizational skills.
- Excellent interpersonal and relationship-building skills; ability to communicate effectively and diplomatically with patrons, clients, and staff.
- Good oral and written communication skills.
- Judgment and problem-solving skills to assess and resolve situations quickly, discretely and with mínimal disruption to performances/events.
- Crowd management skills to coordinate orderly movement and maintain safety of large numbers of people.
- Good working knowledge of Microsoft Word, Excel & Outlook in a Windows operating environment.
- Venue experience in a customer facing management role essential.
- An understanding POS, inventory, and Cash management systems.

**WORKING CONDITIONS**
- Extreme noise during some performances and events.
- Potential danger in coordinating movement and safety of large numbers of people.
- Occasional stressful emergency situations involving patron and client illness and injury.
- Lack of natural light in workplace.
- Ability to move freely and quickly for long periods of time.
- Variable hours of work depending on event schedules including late nights.
- Travel between TO Live venues as required.
- Adhere to the TO Live Health & Safety policies and protocols including Covid vaccine and guidelines.

**THE ORGANIZATION**:
TO Live is one of Canada’s largest multi-arts organizations, operating three iconic venues: Meridian Hall, the St. Lawrence Centre for the Arts and Meridian Arts Centre. In addition, TO Live presents a full range of performing arts, theatrical and concert events at these venues in both downtown and uptown Toronto. With these two hubs of creativity and content creation, TO Live has a unique place and perspective to activate creative spaces by inspiring local and international artists, connect audiences and to be the nexus for new ideas, elevate artistic potential, and be the catalyst for creative expression that is reflective of Toronto’s diversity.

**HOW TO APPLY**:
We are committed to inclusive, barrier-free recruitment and selection processes and work environment in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). The Human Resources department will work with applicants requesting accommodation at any stage of the hiring process.

**Date Posted**: J

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