Audience Services Coordinator

Date Posted: 05/15/2024

Req ID: 37354

Faculty/Division: VP & Provost

Department: Hart House

Campus: St. George (Downtown Toronto)

Position Number: 00056300

Description:

About us:

About Us – Hart House

Hart House is a centre for experiential education outside the classroom at the University of Toronto. Since it opened in 1919, Hart House functions as a place where students, faculty, staff, alumni and members of the broader community connect with each other and the world. Through an array of co-curricular programming in the arts, dialogue and wellness, Hart House works with local and international partners to foster community and to create innovative learning opportunities for students. Hart House operates from a historic facility on the St. George campus, as well as a 150-acre farm in Caledon, Ontario, offering a wide range of services through a social enterprise model that generates revenue to support its student-focused programming on all three University of Toronto campuses.

About Us – Theatre and Performing Arts

The Hart House Theatre and Performing Arts department engages a broad array of communities in the passion, vibrancy and immediacy of theatre, music and dance as artists, learners, volunteers and audience members. Through authentic artistic partnerships that enhance inclusion, pluralism and representation, Hart House Theatre focuses on the development, training and showcase of youth and emerging artists seeking to create innovative opportunities for expression and exploration. Hart House Theatre and Performance programs facilitate audience engagement with offerings that inspire thought, laughter andjoyous applause.

Hart House Theatre & Performing Arts programs support educational opportunities and workshops, provides volunteer roles on and off stage, facilitates student performance opportunities, and deliver stage productions in artisticpartnership with others seeking to reflect diverse stories and communities.

Your opportunity:

Reporting to the Director of Theatre and Performing Arts, the successful incumbent will manage customer service-related elements in regards to Ticketing and Front of House in alignment with the strategic goals of the Theatre Department and Hart House’s overall strategic plan. The position is responsible for maintaining and improving the audience experience which includes but is not limited to: event setups, client and patron communications, system and database management, staff training and support, sales and promotions, policy and procedure documentation and implementation.

As the Front of House Lead, the position will be responsible for the hiring, training and scheduling of the Theatre’s casual Front of House staff. The position is expected to be an active Front of House Lead and be present at events in a supervisory role.

In concert with Hart House’s Information Services staff, the position will ensure adequate Box Office training and scheduling, while taking the lead on the management of all ticketing policies and procedures.

The position will play a significant role in the Theatre’s ongoing educational and leadership support of Campus Performing Arts groups and opportunities, enhancing the overall student life experience.

The position will also be a leader for health and safety and risk managementas it pertains to the theatrical environment.

The position will be expected to be fluent in all industry best practices in regards to ticketing and Front of House.

Your responsibilities will include:

• Analyzing customer service procedures and making recommendations for improvements
• Providing some care to prevent physical or emotional injury or harm
• Responding to and resolving service complaints
• Coordinating the recruitment process and training of casual staff
• Maintaining information on digital platforms
• Processing ticket sales
• Preparing financial summary reports
• Directing the activities of casual staff

Essential Qualifications:

• Bachelor’s Degree (in related field would be an asset) or acceptable combination of equivalent experience.
• Minimum five years of experience in a Theatrical work environment.
• Box Office, Theatre Front ofHouse and event management experience is an asset.
• Experience and proven ability supervising student staff.
• Excellent customer service, interpersonal skills, demonstrated conflict management skills and good judgment and initiative.
• Excellent written and verbal communication skills.
• Proficiency with MS Office, including Outlook, Word, Excel and PowerPoint
• Demonstrated commitment to equity, diversity and inclusiveness in all work responsibilities and in collaborative workplace practices.
• Demonstrable ability to work both independently and collaboratively within a team environment in a busy, deadline-oriented workplace.
• Proven initiative, creativity and problem-solving skills.
• Excellent organizational and time management skills, able to multi-task effectively.
• Strong attention to detail and accuracy in all work.
• Strong interpersonal skills in working with colleagues, students and other partners.
• First Aid/CPR Trainingis required and will be provided.

Assets (Nonessential):

• Experience on or off stage with Drama, Dance and/or Music events and activities.
• Experience with customer service escalation.
• Experience with a variety of Theatre Box Office Ticketing software tools.
• Experience in a University/College Theatre venue/company is an asset.

To be successful in this role you will be:

• Diplomatic
• Intuitive
• Meticulous
• Motivated self-learner
• Possess a positive attitude
• Proactive

Closing Date: 05/27/2024, 11:59PM ET

Employee Group: USW 

Appointment Type: Budget – Continuing 

Schedule: Full-Time. Regular evening and weekend hours depending on operational needs.

Pay Scale Group & Hiring Zone:

USW Pay Band 11 — $73,748 with an annual step progression to a maximum of $94,310. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol. 

Job Category: Arts & Culture

Recruiter: Maggie Ng

Lived Experience Statement

Candidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, persons with disabilities, and other equity deserving groups are encouraged to apply, and their lived experience shall be taken into consideration as applicable to the posted position.

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