Patron Services Manager

3 days ago

Toronto, Canada TO Live Full time

**Employment Opportunity**

**Patron Services Manager**

**Toronto, Canada**

TO Live has an exciting full-time opportunity in its Patron and Events Services Department in the role of Patron Services Manager. 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.

The Primary location for this role will be at the St Lawrence Centre for the Arts.

**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
- Engage any additional sales staff required to satisfy the merchandise sales effort,
- Meet with the travelling merchandise representative on-site to confirm opening inventory balances prior to on sale,
- Coordinate, manage, and monitor the merchandise sales during shows; including but not
- Attend weekly meetings and any event or pre-production meetings to address any specific patron service requirements or event planning issues.
- Coordinate 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.
- Organize, lead, and motivate the unionized patron services and event teams including but not limited to internal and external staffing resources.
- Contract security personnel for performances and events as required.
- Coordinate emergency services as required.
- Approve and process timesheets for unionized patron service and event staff.
- Always promote a positive perception of TO Live both internally & externally and ensure that all employees project a positive, approachable, friendly, and professional image.
- Any and all other assigned duties as required.

**Front of House operations**
- Ensure all event set ups and client requirements for Front of House are complete and ready for the event day.
- Resolve patron concerns and complaints; escalate as required to include other departments including Box Office and Marketing to ensure best possible customer service model.
- Manage patron flow through appropriate staffing, assignment of duties and supervision of patron services and event staff to provide best-in-class service for TO Live patrons with an atmosphere of cooperative labour relations.
- Ensure safe evacuation of the entire FOH area of the building (members of the public and staff) in the event of an emergency, liaison with emergency services.

**Food and Beverage operations**
- Coordinate receptions, meetings, and events as assigned.
- Ensure the concessions run smoothly & are adequately stocked with all necessary goods.
- In accordance with health and safety guidelines, ensure the stands are kept in sanitary condition before, during and after an event.
- Monitor daily inventory counts of food, supplies and equipment.
- Ensure appropriate product inventory that is accurate and complete is taken prior to and at the conclusion of each event.
- Address inventory discrepancies over tolerable thresholds as set by management.
- Monitor cleanliness and hygiene of bar area.
- Ensure adherence to stock control procedures.

**Merchandising
- Liaise with the merchandising representative of each attraction carrying saleable merchandise and coordinate their arrival and set
- monitor merchandise sales during shows

**Cash Handling
- Oversee accurate cash out procedures and ensure necessary paperwork is complete.
- Ensure adherence to cash management procedures.
- Collect, count, and deposit money after each performance shift.
- Prepare change orders as required.
- Collate daily deposits for collection by finance.
- Prepare daily floats for distribution
- Perform physical count of cash & coin in the main safe monthly and submit report to the Controller.

**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

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