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Staff - Union

Job Category

CUPE 2950

Job Profile

CUPE 2950 Salaried - Events & Front House Coordinator

Job Title

Events & Front of House Coordinator

Department

FOH & TIX Support | Chan Centre for the Performing Arts

Compensation Range

$4,768.50 - $5,138.76 CAD Monthly

Posting End Date

August 19, 2022

Note: Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above.

Job End Date

JOB SUMMARY

Under the direction of the Manager, Ticketing and Front of House, the Event and Front of House (FOH) Coordinator is responsible for coordinating the operations of all Front of House services for five venues (Chan Centre, Old Auditorium, Roy Barnett Hall, Telus Theatre, and Royal Bank Cinema). This position supervises a team of hourly staff to efficiently provide a superior level of Front of House related customer service to audience members, and is responsible for creating front of house staff schedules to ensure that all events are adequately staffed to meet operational needs.

This role liaises with clients to determine event related FOH needs, and works with the Manager, Ticketing and Front of House to ensure that all FOH services meet client expectations. Ths position maintains and disseminates accurate event and FOH information, oversees the effective functioning of FOH operations and performs sales reconciliation.

During evening/weekend events or performances may be responsible for the coordination of all FOH aspects of the venue.

ORGANIZATIONAL STATUS

Reports to the Manager, Ticketing and Front of House. Works closely with Chan Centre and School of Music management and staff. Supervises hourly front of house staff (Ushers, Bartenders etc.)

WORK PERFORMED

  • Responsible for the efficient coordination and operation of all Front of House services across five venues.
  • Under the direction of the Manager, Ticketing and Front of House evaluates, makes recommendations and implements policies and procedures to streamline operations related to front of house.
  • Trains, coaches, schedules, and supervises Front of House Staff including Bartenders, Ushers, Attendants, Float, and First Aid staff, and provides feedback to the Manager, Ticketing and Front of House. Works with the Manager, Ticketing and Front of House to create and regularly update training programs, information sessions, and operating manuals for Front of House Staff to ensure all staff are well informed.
  • Creates staff schedule based on direction provided by the Manager, Ticketing and Front of House taking into consideration seniority and time off requests and ensures that events are adequately staffed to meet operational needs.
  • Liaises with clients to gather information related to FOH event requirements such as staffing, equipment and supplies for events and follows up throughout event planning and implementation to ensure that all FOH related event requirements are met .Prepares and issues advanced estimates for Front of House labour and services for clients as requested; Conducts venue tours for rental clients, caterers, event planners, etc.
  • Attends weekly unit meetings to assemble and disperse all pertinent event details.
  • Coordinates the effective implementation of Bar and Concessions Services ensuring inventory is available, accounted for and ordered when required. Also ensures bartending staff are following liquor law and UBC policies.
  • On event day, provides FOH staff with overview of expected audience numbers and key event times. Ensures point of sale (POS) is working and troubleshoots any issues that arise. Oversees audience pre-event arrival, intermission, and post-event exit. Liaises with FOH staff, backstage staff and Ticket, Systems, and Concessions Coordinators to relay up to date event timing information, and to ensure event runs smoothly and on time.
  • Oversees and ensures that negotiated customer FOH requirements are met at each performance; with direction from the Manager, Ticketing and Front of House, resolves patron problems related to Front of House customer service issues. Completes building security checks and escalates concerns to the Manager, Ticketing and Front of House as required. Acts as a contact for emergency personnel in case of incident. Responsible for reporting deficiencies of building amenities to the Production Manager.
  • Tracks and reconciles event budget. Performs petty cash counts and administer floats; receives and reviews event related deposits. Handles "Brinks" cash van orders.
  • Compiles and verifies post event reports completed by FOH Captains and performs necessary action, recommendations, or escalates to the Manager, Ticketing and Front of House
  • Researches, makes recommendations, and participates in implementing systems for continued improvement for FOH related aspects of SOM venues and audience experience.
  • May perform duties of Front of House Captains, as required.
  • Performs other duties as required.

CONSEQUENCE OF ERROR

Ineffective implementation of policies and procedures, misjudgment in decisions and operations, errors in reporting and reconciliation, poor relations with clients, patrons and staff could jeopardize important partnerships and customer relations. Errors in front of house operations could also directly impact the safety of the patrons.

SUPERVISION RECEIVED

Works under the direction of the Manager, Ticketing and Front of House.

SUPERVISION GIVEN

Oversees the work of up to 5 Work Learn students. Supervises work and gives direction to approximately 40 hourly CUPE 2950 unionised staff.

QUALIFICATIONS

  • High School graduation, plus a two year post-secondary diploma, plus four years of related experience or an equivalent combination of education and experience.
  • University degree in relevant discipline preferred.
  • Extensive computer experience required using Microsoft Office.
  • Highly effective communication, interpersonal, problem solving, and customer service skills.
  • Ability to work in a complex and demanding environment with a high level of attention to detail.
  • Ability to exercise tact, confidentiality, discretion, patience and sound judgment in dealing with patrons/clients and when handling sensitive and/or confidential matters.
  • Ability to work independently and take initiative.
  • Ability to prioritize workload, balance multiple projects at the same time, manage time effectively and work under pressure.
  • Ability to work in a complex and demanding environment with a high level of attention to detail.
  • Strong leadership skills with demonstrated supervisory skills and ability to motivate staff and foster a team environment.
  • Ability to work in a team environment with a diverse range of employees.
  • Experience dealing with diverse needs of varied user groups in arts environment preferred.
  • Experience working in a unionized environment and familiarity with a university environment preferred.
  • Ability to take detailed meeting minutes.
  • Ability to identify and solve complex problems.
  • Experience with account reconciliation and budgeting preferred.
  • Experience in theatre and musical production preferred.
  • Must be creative and be able to take initiative.
  • Must be able to work flexible shifts including evenings and weekends.

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