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About the Role
The Floor Captain ensures an exceptional patron experience while supporting the safe, efficient, and professional operation of events. This role acts as a working leader, providing guidance and support to ushers and volunteers, and serving as a primary point of contact for staff. The position is responsible for maintaining high standards of customer service, assisting with patron concerns, overseeing assigned venue areas, and ensuring compliance with organizational policies, health and safety requirements, and accessibility standards.
Responsibilities
- Provide excellent customer service and address patron concerns.
- Monitor patron flow in assigned areas and assist patrons with special needs.
- Assist Front of House Management in maintaining policies and procedures.
- Ensure a safe and secure environment for patrons and staff.
- Ensure marketing materials are available for distribution.
- Adhere to health and safety guidelines.
- Maintain knowledge of procedures for handling patron incidents and emergencies.
- Follow the venue's evacuation plan in emergencies.
- Ensure cleanliness and readiness of assigned sections and report deficiencies.
- Serve as a positive role model for staff.
- Provide training, coaching, and mentoring to new staff and volunteers.
- Attend captain meetings and deliver staff briefings.
- Coordinate activities and optimize operational efficiency with management.
Requirements
- 1 to 2 years of leadership experience in ushering or customer service.
- Availability for at least 50% of all full-staff events, including days, evenings, weekends, and holidays.
- Flexibility to work varied schedules, including days, evenings, weekends, and holidays.
- Ontario Smart Serve certification required.
- Professional manner with strong communication and interpersonal skills.
- Ability to understand, follow, and implement protocols and procedures.
- Self-motivated team player with high energy and ability to work independently.
Skills
- Leadership
- Communication
- Customer Focus
- Adaptability
- Stress Management
- Problem Solving
- Decision Making
- Creativity
- Innovation
- Accountability
- Ethics
- Integrity
- Regulatory Compliance
- Analytical Reasoning
- Mathematical Reasoning
Location
- Downtown Toronto
- On-site at Roy Thomson Hall
- On-site at Allied Music Centre
Work Type
- Part-time
- On-site
Experience Level
- 1-2 years leadership experience
Salary/Compensations
- $25.35 hourly wage
About the Company
- The Corporation of Massey Hall and Roy Thomson Hall is a registered charity that operates two of Toronto’s most iconic venues: Roy Thomson Hall and Allied Music Centre.
- The Corporation is dedicated to enriching communities through the cultural, social, and economic power of music.
- The Corporation is actively engaged in Artist Development and Education & Community Engagement initiatives.
Equal Opportunity
- The Corporation of Massey Hall and Roy Thomson Hall values diversity and is an equal opportunity employer.
- The Corporation is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.