Job Summary

Under the direction of the Supervisor, Front of House, the successful applicant will be responsible for working onsite at large-scale events managing the Front of House team at the City’s premier venues, while providing exceptional customer service in a safe and comfortable environment.

Duties and Responsibilities

• Act as a main point of contact for Front of House operations during events, including supervising and motivating the Front of House team (up to 50 staff on event day).
• Oversee the Front of House operations during events (set up and operation of ticket scanners and two-way radios), monitor ingress and egress of events to ensure safety of staff and patrons.
• Staff Deployment.
• Assist in the training, mentoring and development of the part-time Front of House team.
• Work cross departmentally with various teams to ensure the successful execution of events.
• Create event reports to document all event details and issues.
• Provide excellent customer service at all times to event organizers, guests and team members.
• Act as a brand ambassador for the City of Mississauga venues.
• Ensure cleanliness of the Front of House public areas.
• Respond to public inquiries and complaints while onsite.
• Resolve all Front of House issues in a timely and pleasant manner.
• Work closely with the Front of House team to ensure the Front of House is a safe environment by reporting all deficiencies encountered.  
• Understand, apply and adhere to City of Mississauga policies and procedures for patrons and staff.
• Perform other duties as required.
• Must be available to work weekdays, evenings, weekends and holidays.

Skills and Qualifications

• Minimum three years’ experience in a customer service environment.
• Strong organizational and interpersonal skills.
• Ability to prioritize and attention to detail.
• Minimum two years supervisory experience working in an entertainment venue is an asset.
• Ability to multi-task diverse challenges at one time.
• Ability to work well and stay calm under pressure.
• Experience in leading teams is an asset.
• Enthusiastic, self-starter with the ability to work independently.
• Emergency First Aid and CPR "B" certified.
• Smart Serve Certification is an asset.
• May be assigned shifts up to 13 hours.
• Must be able to work flexible/late hours, including weeknights, weekends and holidays.
• Motivated and willing to take initiative, make decisions and have a “can-do” attitude
• Strong written and verbal communication skills, multilingual considered an asset.
• Exemplary leadership skills and ability to manage staff.
• Able to lift up to 15-20 lbs. and stand for extended periods of time.
• Ability to stand and walk up and down stairs for extended periods of time.
• Comfortable in a low light atmosphere.