Front of House/volunteer Coordinator

**Opening Statement**

We acknowledge that the City of Kingston is situated on traditional Anishinabek (Ah
- nish-in-ah-bay), Haudenosaunee (Ho-den-o-show-nee) and Huron-Wendat (huron-wen-dat) territory and is the home of many Indigenous peoples. We are grateful to reside and work on this land.

Kingston is a smart, livable city in the heart of eastern Ontario. Its stable and diversified economy includes global corporations, innovative start-ups and all levels of government. Kingstonians enjoy a high quality of life with access to world-class education and research institutions, advanced healthcare facilities, affordable living and vibrant entertainment and tourism activities.

**Position Summary**

Reporting to the Operations Supervisor, the Front of House Coordinator supports all front of house activities during performances and events, including patron services and safety, staff and volunteer support, bars and concessions, and catering in an effective and efficient manner.

Ensure exemplary patron service is provided by staff and volunteers at all times;
Ensure staff and volunteers are knowledgeable about the specifics of each event;
Adhere to front of house policies and make recommendations for changes where appropriate;
Support the work of the Operations Supervisor to ensure the needs of patrons and clients are met; liaise with clients where appropriate to ensure event details have been met; and reinforce information regarding policies and procedures;
Resolve patron and client complaints as needed to support a high level of customer satisfaction;
Support the distribution of marketing materials as needed;
Maintain a thorough knowledge of health, safety and emergency procedures and work with the Operations Supervisor to ensure staff and volunteers are prepared to handle accidents, patron incidents and emergency situations, including evacuation;
In the absence of the Operations Supervisor, act as primary contact for patrons, clients, staff and/or volunteers regarding operations and issues. Determine the appropriate actions to be taken;
Ensure staff, caterers and suppliers work in compliance with Corporate health and safety procedures;
Monitor event set-up and services to ensure compliance with health codes, fire regulations, LLBO regulations and any other compliance requirements related to front of house operations;
Monitor operational procedures to ensure the safety of staff and patrons and report concerns to the Operations Supervisor as needed;
Support responsible service of alcohol;
Work in collaboration with the Operations Supervisor to attract, train and retain volunteers;
Support volunteer training and monitor adherence to the appropriate policies and procedures;
Help facilitate volunteer appreciation and recognition programs;
Help to foster a work environment in which where staff are motivated to excel;
Act as a role model with respect to professionalism, customer service/safety and the Corporate values of teamwork, respect, integrity and pride;
Communicate corporate policies and procedures and ensure compliance as needed;
Work to anticipate problems and initiate corrective action, keeping the Operations Supervisor and Manager, Grand Theatre informed of issues having a broad impact;
Monitor cash handling procedures including floats, petty cash and deposits in the absence of the Operations Supervisor;
Participate in the scheduling of volunteers in support of front of house operations;
Support the administration of the volunteer program including on-boarding and record management;
Other duties as assigned.

**Qualifications, Competencies**

Completion of High School (Grade 12) graduation or equivalent;
Six (6) months experience in theatre operations, supervising and working with staff and volunteers;
Demonstrated organizational abilities; and familiarity supervising and working with staff and volunteers

Smart Serve Certified is desired;
Customer Focus, Teamwork, Results Orientation, Integrity.

**Skills, Abilities, Work Demands**

Strong communication, customer service and public relation skills;
Comfortable with problem solving and issues management;
Computer skills, including familiarity with Microsoft Office;
Ability to work independently and as an effective team member;
Able to perform the essential duties of the job such as sitting at the computer and walking/standing for extended periods of time

Management of multiple priorities;
Ability to work days, evenings and weekends;
Must obtain and maintain a satisfactory CPIC (Criminal Record Check)

**Closing Statement