Theatre Attendant III

Job Responsibility:

Requisition ID: 41753

Organization

Located on the traditional, ancestral and unceded lands of the x?m?thk??y??m (Musqueam), S?wx?wú7mesh (Squamish), and s?lilw?ta? (Tsleil-Waututh) Peoples, Vancouver has a commitment to becoming a City of Reconciliation. Vancouver consistently ranks as one of the world's most liveable cities and is working towards being the greenest city in the world. Named among Canada's Top 100 Employers, BC's Top Employers, and Canada's Greenest Employers, the City of Vancouver seeks colleagues who can help shape and embody our core commitments to sustainability, reconciliation, equity and outstanding quality of life for all residents.

Consider joining our committed team of staff and being part of an innovative, inclusive and rewarding workplace.

Main Purpose and Function

The Vancouver Civic Theatres (VCT) is committed to developing, enhancing, and promoting the city's vibrant arts scene, sharing with the world the astonishing breadth and depth of Vancouver's creative community and cultural entrepreneurs. The VCT regularly host award-winning performances, independent productions, and groups from across the globe; bridging the connection between patron and performer, providing culture enthusiasts with access to an endless array of arts and entertainment productions, including concerts, theatre, classical music, opera, and Broadway shows.

Theatre Attendant III (TA3) is responsible for overseeing Front of House, Food and Beverage operations and the work of Theatre Attendant II (TA2) and Theatre Attendant I (TA1) positions in customer service roles (particularly concession sales staff, ticket takers and ushers) at the VCT venues, The Queen Elizabeth Theatre, šx???ex?n Xwtl'a7shn (formerly QET Plaza), The Orpheum, The Vancouver Playhouse, and The Annex. The TA3 position liaises with key stakeholders, including Event Promoters, Ticketing Agents, Merchandisers, Security Staff, and Technical Operations Staff.

Key Contacts and Reporting Relationships

Under the supervision of the Senior Manager of Theatre Operations, the TA3 reports to the Audience Services Manager, the Event Manager and the Food and Beverage Manager. Other contacts are VCT staff, clients, patrons, and security providers.

Main Duties/Responsibilities

• Consistently offer professional, friendly, and engaging service with a focus on Excellence in Patron experience.
• Demonstrates professionalism and acts as a representative for the City of Vancouver at all times.
• Supervises both Front-of-House and Food and Beverage areas.
• Demonstrates flexibility, adaptability, and collaboration.
• Plans, assigns, and supervises the work of Theatre Attendants 1 and 2 for events in all VCT venues.
• Assists in evaluating staff work performance, provides performance coaching to employees on shift and reports these conversations to relevant Managers.
• Oversees ongoing New Hire orientation and onboarding.
• Advises employees and stakeholders of Licensee requirements and ensures they are met; provides employees with event information relevant for addressing patron inquiries.
• Inspects the scheduled function areas in advance of door time for cleanliness, proper working conditions, and accurate furniture/equipment set up and ensures all service areas are optimally stocked and rectifies any deficiencies as required.
• Utilizes professional experience and attention to detail, this role is key in assisting the F&B Manager in all aspects of F&B operations to elevate the Patron experience while ensuring all Health and Safety standards are being met.
• Ensure all F&B service areas prepared for service, reinforcing highest standards of hygiene.
• Oversees employees in service areas to ensure optimal appearance and exceptional guest care.
• Anticipates Patron's needs effectively.
• Assist Management to establish and monitor side duties performed by TA's.
• Utilizes CoV software and communication channels to be informed on events.
• Supervises all events including those in VCT ancillary spaces.
• Liaises with box office, clients, front of house representatives, security, production, back of house and facilities staff as required to ensure a smooth operation.
• Resolves conflicts and issues with patrons and engages security and other partners as required.
• May assist in the scheduling of staff; prepares and submits attendance data for payroll purposes.
• Redeploys staff as per operational requirements for all events.
• Ensures Collective Agreement compliance.
• Prepares and maintains other related work records.
• Prepares and distributes Front of House Reports (including financial summaries) at the end of each shift.
• Responsible for monetary transaction oversight, ensures inventory controls are in place and in adherence to all applicable corporate policies and guidelines.
• Responsible for trouble shooting security issues, ensuring safe and smooth operation of all FOH and F&B equipment such as ticketing scanners, digital signage, point of sale equipment.
• Responsible for OH&S and sanitation policies, procedures, and reporting, including submitting timely incident reports for any on-shift incidents and 6A forms as required.
• Performs any other related work as required or assigned while maintaining professional and positive attitude.

This position requires flexibility in scheduling as hours of work are assigned and involve non-standard hours, including weekday, evening, and weekend shifts.

Interested candidates must be available for a minimum of 4 shifts per week: Friday night, Saturday night, ONE shift on Sunday (either a matinee OR an evening shift) and one other weekday evening. Weekday evening shifts may begin as early as 3:00PM.

Minimum Position Requirements

Education and Expereince:

• Completion of Grade 12
• Considerable experience supervising staff in a unionized environment and related areas such as the Entertainment Sector or the Food and Beverage Industry, or a combination of training and experience.
• Serving It Right Certificate
• Food Safe Level 1
• Theater, Tourism or Hospitality Diploma or Degree is an asset.

Knowledge, Skills, and Abilities

• Sound knowledge of theatres or other venue operations, requirements, policies, and regulations.
• Ability to work nonstandard hours, mornings, evenings, late night, and days.
• Proven track record of supervising, training, and evaluating the work of subordinates.
• Strong Food and Beverage product knowledge.
• Leading focus on Health and Safety and providing Excellence in Patron experience.
• Knowledgeable in accounting and inventory controls
• Demonstrated excellent organizational skills.
• Ability to effectively understand the varying business levels and implement decisions with a high level of attention to detail.
• Execute multiple tasks within strict deadlines while displaying attention to details.
• Ability to schedule and re-deploy subordinates as situations warrant.
• Ability to make effective and efficient decisions and remain calm in challenging situations.
• Advanced knowledge of MS Office suite, Volante, Momentus and other event software.
• Ability to communicate effectively both verbally and in writing.
• Ability to establish and maintain effective working relationships with others and deal tactfully and effectively with challenging situations.
• Ability to demonstrate flexibility, adaptability, and collaboration.
• Strong interpersonal skills. Energetic, positive, and enthusiastic self-starter.
• Proven track record of going above and beyond.
• Resourceful problem solver. Must enjoy working in a fast-paced, diverse, and multi-faceted team environment.
• Experience coaching, mentoring and delegating work, as well as taking direction from Supervisor.
• Contributing team member. Experience in building high-functioning teams with a focus on customer service.
• Ability to provide feedback to supervisors regarding staff performance or skill building needs.
• Preferred knowledge of all VCT venues' layouts.
• Preferred knowledge of VCT operations and regulations as they relate to the work performed.
• Working knowledge of special requirements related to food and beverage equipment.
• Intermediate knowledge of Microsoft Office Suite programs including Word and Excel.
• Physical ability to perform the duties of the position, including standing for long periods, navigating stairs, and working in darkened areas.
• Ability to lift and carry items, up to 30 pounds.
• Strong customer service skills.
• Sound knowledge of OH&S policies and WCB regulations.

Business Unit/Department: [[ACCS]]

Affiliation: [[Civic Theatres]]

Employment Type: [[Auxiliary ]]

Position Start Date: [[August 2024]]

Salary Information: Pay Grade [[PG 17]]: $31.66 to $37.2 per hour

Application Close: June 30, 2024

At the City of Vancouver, we are committed to recruiting a diverse workforce that represents the community we so proudly serve. Indigenous peoples, people of colour, 2SLGBTQ+ persons including all genders and persons with disabilities are encouraged to apply. Accommodations will be provided upon request during the selection process. Learn more about our commitment to diversity and inclusion.

Apply now

Once you start your application you can save your work and leave the applications page, however please remember to submit your profile to the specific job requisition before the posting closing date.

In addition to uploading your cover letter and resume, part of the application process may include answering application questions related to the preferred requirements of the role which may take approx. 5-10 minutes. Cover letters should express interest and highlight additional information relevant to the position and resumes should include a summary of skills and experience related to the position.