Patron Services Manager

**Employment Opportunity**

**Patron Services Manager (MAC)**

**TO Live**

**Toronto, Canada**

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.

**KEY 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.
- 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 and complete patron service invoices and event billing.
- Recruitment of part time theatre, concession, merchandise, 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.
- 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.
- Contract security personnel for performances and events as required.

**Food and Beverage operations**
- Assist with the coordination of 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.
- 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**
- Coordinate, manage, and monitor the merchandise sales during shows
- Liaise with the merchandising representative of each attraction carrying saleable merchandise and coordinate their arrival and set
- Monitor the 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.
- 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 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