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Duty Supervisor, Cultural Services Pt

2 weeks ago

Milton, Canada Town of Milton Full time

The FirstOntario Arts Centre Milton is an interdisciplinary arts venue that builds community and supports art and culture as part of everyday life in Milton. We host a variety of **shows and events**, **gallery exhibitions**, and **art programs and workshops** for individuals of all ages. Come be a part of a fun collaborative team as we re-open our doors for our 10th Season, including shows such as Tom Cochrane, Johnny Reid, Menopause The Musical, Jully Black and Jann Arden.

Reporting to the Coordinator, Cultural Services (Client Services) this part-time position will have the opportunity to oversee the daily operation of Client Services at the FirstOntario Arts Centre in Milton as they lead, supervise, and motivate a team of box office representatives, ushers and volunteers. The Duty Supervisor will be an integral part of the Cultural Services team and provide top-notch service to all of our visitors and clients where our goal is to exceed expectations as we re-open our doors for our 10th Season.

**Major Job Responsibilities**:

- Supervise a small team of part-time staff and volunteers working in such areas as box office, front of house usher, concessions, and artist hospitality at the FirstOntario Arts Centre
- Ensure that customers are provided with exceptional service and that transactions, processes, protocols, and procedures are accurately followed using the appropriate tools and platforms
- Motivate and coach part-time staff and volunteers, and provide professional resolution of escalated customer service issues
- Serve as main point of contact with promoters and clients, ensure delivery of services, and track onsite service changes for settlement purposes
- Ensure that all areas of the facility are clean, safe, and attractive for patrons
- Respond accurately to patron inquiries pertaining to the performance/event including, but not limited to, the length of show, warnings, age-specific restrictions, babes in arms, parking, etc.
- Work to ensure that performances begin on time, manage intermissions, and have guests return back to the theatre following intermission
- Maintain communication with Back of House (technical staff) as required
- Perform opening and closing procedures, and provide a detailed show report following performance/event
- Assume the lead role in the event of an emergency and oversee an evacuation, if necessary
- Oversee set up of concession/bar operations and assist with customer service during peak times
- Maintain professional and technical knowledge of Box Office equipment and software, purchasing tickets, refunds, and ticket scanners
- Other duties as assigned

**Education and Experience**:

- Post-secondary school diploma/certificate or equivalent work experience required
- 2-3 years of supervisory experience in customer service delivery
- Demonstrated experience working in special events; previous experience working in a theatre is preferred
- Proficient in Windows based software including Microsoft Outlook, Word and Excel
- Knowledge of Recreational Management Software Systems; Perfect Mind preferred
- Standard First Aid and CPR is an asset
- Smart Serve and Food Handling Certificate is an asset
- Knowledge of TixHub and Better Impact is an asset
- Excellent communication, organizational, and customer service skills
- Ability to multi-task and adapt to changing priorities
- Ability to work well both independently as well as within a team
- Ability to handle sensitive situations with professionalism, strong problem solving skills, mature judgment and confidentiality
- In accordance with the Corporate Criminal Record Check Policy, the position requires the incumbent to submit a Criminal Record Check
- Possess an enthusiasm for the arts

**Hourly Rate: $24.56 - $27.60