Patron Services Duty Manager

**Employment Opportunity**

**Patron Services Duty Manager**

**Toronto, Canada**

As of the Patron and Event Services team, this position is responsible for assisting the Patron and Event Services department in running events and performances in all aspects to ensure a high level of customer service and safety.

**RESPONSIBILITIES**
- Coordinate and supervise the duties of the unionized patron service team including front of house, food and beverage, merchandise and contract security personnel during performances and private/corporate events to ensure a smooth and professional patron experience during shows and events
- Resolve patron concerns and complaints; escalate as required to include other departments including Box Office and Marketing to ensure best possible customer service model.
- Assist in coordinating the flow of event and performance-related information between internal departments; preparation of show reports, information sheets, shift assignments and other day to day department duties as assigned.
- 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.
- Ensure employee conduct, uniform and personal hygiene requirements are adhered to.
- Prepare nightly reports including house counts, deposits, lost and found and patron’s feedback.
- Always Promote a positive perception of TO Live both internally & external.
- Any and all other assigned duties as required.

**Bars and Concessions Operations**
- Ensure the bars run smoothly & are adequately stocked with all necessary goods.
- In accordance to health and safety guidelines, ensure the concession stands are kept in sanitary condition before, during and after an event.
- Maintain accurate perpetual inventory counts of food, supplies and equipment.
- Ensure opening and closing inventory counts are accurate and complete.
- Address discrepancies over tolerable thresholds as set by management.
- Responsible for custody of cash, inventories and company assets

**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.

**Merchandise**
- When required, meet with the travelling merchandise representative on-site to confirm opening and closing inventory balances.

**Administration**
- Assist with administration and other tasks as assigned by the Director of Patron and Event Services, Patron Services Manager or their designate.

**JOB SPECIFICATIONS**
- Smart Serve Certified.
- Minimum 1-3 years supervisory experience in a comparable environment.
- Experience in a unionized work environment.
- Excellent customer service skills.
- Knowledge of emergency and safety procedures.
- Knowledge of food service practices and procedures.
- 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.

**WORKING CONDITIONS**
- Extreme noise during some performances and events.
- Potential danger in coordinating movement and safety of large numbers of people.
- Physical discomfort caused by lack of formal meal or comfort breaks.
- Must be able to stand and exert fast-pased mobility for entire shift
- Ability to stand and walk freely and quickly.
- Must be able to frequently lift and carry food and other items weighing up to 45 pounds and occasionally greater.
- Variable hours of work depending on performance and event schedules.
- Occasional stressful emergency situations involving patron and client illness and injury.
- Difficult and demanding patrons and clients.
- Lack of natural light in workplace.
- Occasional objectionable odours in workplace.
- 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 o