City of Guelph Supervisor, Audience Services Full Time in Guelph, ON

City of Guelph

Branch Guelph ON CA

Supervisor, Audience Services
Guelph, ON

Understanding of the needs of the performing arts/ entertainment sector, corporations, community groups and other potential clients….

The City of Guelph is a vibrant community with over 120,000 people located in the heart of Southern Ontario, just one hours driving distance from Toronto. Set in a picturesque natural setting, Guelph is known for its rich architectural heritage, growing economy and excellent quality of life – all good reasons to consider a career in this beautiful city.

Resumes are being accepted for the position of Supervisor, Audience Services with the Culture, Tourism and Community Investment Department. Reporting to the Manager of Theatres and Civic Events this position will oversee all aspects of Audience Services (and Front of House) for events taking place at the River Run Centre and at Market Square, as well as assisting with other events within the department. Guided by the goals and objectives of the City of Guelph Strategic Plan and committed to the Corporate Values of integrity, excellence and wellness, the candidate will aid in the achievement of the Community Vision – to be the city that makes a difference.

35 hours a week, hours of work will vary depending on specific demands of the job, includes evenings, weekends and holidays, flexible schedule.

Provide day-to-day, on-the-job training and continuous performance feedback to employees and volunteers, administering corrective action when required; oversee the recruitment, hiring, performance appraisals and discipline, prepare scheduling to staff.
Oversee all health and safety related matters, including scheduling necessary training; ensure compliance to the Occupational Health and Safety Act and application regulations; ensure staff, volunteer, and patron safety and security.
Establish procedures and prepare daily work schedules for employees and Volunteers including event and facility staff; ensure daily operations and events are covered with the appropriate number of staff and volunteers.
Supervise the River Run Front of House team in all event operations (including ticket takers, coat check, backstage security, food and beverage); ensuring patron safety
Act as on-duty supervisor for events as House Manager or other positions at River Run Centre, Market Square or as required.
Provide Event Coordination services for City hosted events and rental events taking place at Market Square; oversee event management for City hosted events (i.e. Movie Nights, John Galt Day).
Develop a strong Citizen First Customer Service area; providing excellent customer service to staff, volunteers and patrons.
Prepare, gather and coordinate event details; liaise with internal and external clients; coordinate with all internal staff as needed to discuss event logistics, prepare detailed advance paperwork.
Meet with clients to ensure all event details are covered; provide detailed and accurate information to clients on policies and procedures; prepare estimates as required.
Liaise with suppliers, vendors; coordinate event activity within the River Run; research new suppliers to stay current and competitive; stock all products and consumables, ensuring there are adequate products and supplies for all events.
Prepare and produce all Audience Services invoices and events settlements.
Oversee and monitor cash handling and inventory control procedures. Ensure compliance with all provincial liquor laws and regulations. Train staff and volunteers on liquor licence policies and the Smart Serve Training program.
Ensure compliance with all federal and provincial regulations/legislation and City by-laws applicable to the programs; ensure compliance with City policy and procedures.
Work within the department’s approved budgets and track all revenue and expenses.
Provide input to capital projects or purchases.
Perform other duties as assigned.

Considerable experience related to the duties listed above, normally acquired through the completion of a post-secondary program in a related discipline and considerable experience in a Theatre or Front of House environment and overseeing events of a large scale. Candidates with an equivalent education and experience may be considered.
Experience supervising, leading and training of staff.
Strong organizational skills with the ability to manage events in a fast paced customer service environment and be readily acceptable to changing work priorities at any time.
Demonstrates initiative and the ability to multi task.
Demonstrates a strong attention to detail and accuracy.
Understanding of the needs of the performing arts/ entertainment sector, corporations, community groups and other potential clients.
Familiarity with the management of different types of events (e.g. theatre, reception, corporate, festivals).
Ability to run a concession / theatre bar area.
Excellent customer service skills with sound judgment and decision making skills; ability to communicate with all levels of staff, stakeholders and general public.
Excellent written and verbal communications skills with the ability to communicate with all levels of staff, stakeholders and the general public.
Confidence in dealing with large numbers of people and the ability to remain calm even under the most difficult of circumstances; ability to resolve customer inquiries / complaints in these environments.
Advanced skills in Microsoft Office (Outlook, Word and Excel).
Knowledge of the Occupational Health & Safety Act, WHMIS, Liquor License Act of Ontario and Alcohol and Gaming Commission of Ontario, Ontario Building Code, Fire Code and other related codes.
Successfully completed Smart Service Training Program.
Must have the ability to stand and walk for long periods of time; work in the dark and at heights.
Strong interpersonal skills with the ability to deal with co-workers, volunteers and patrons.
Familiarity with point of sale systems and drawing programs an asset.
Must obtain and maintain a Standard First Aid, CPR and AED certificate.
Ability to oversee volunteers ensuring proper training and guidance.

$63,222.48 – $79,028.10 per year

Applications must be received online by October 4, 2015 . To apply for this position, please visit http://guelph.ca/employment-careers/ for further detailed instructions. Please follow the instructions and follow all steps to the process. In order to be considered for this position you must complete all of the steps when creating your profile. This will include a short online screening questionnaire specific to this position as part of the application process. You will also need to attach both your cover letter and resume saved as one document (PDF format preferred). If you have already created a profile, you may simply login to begin your application.

The City of Guelph is an equal opportunity employer which values diversity in the workplace. We are therefore happy to accommodate any individual needs in keeping with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you require an accommodation in order to participate in the hiring process, please contact us to make your needs known in advance.

Personal information collected through the recruitment process will be used solely to determine eligibility for employment. We thank all candidates in advance; however, only those being considered for an interview will be contacted.


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Employment Type: Full Time
Location: Guelph, ON, CA
Posted on: 2015-09-22
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