Patron Services Manager
Vertigo Theatre
Position: Full-time
Deadline to apply: Open until a candidate is found
For more information and to apply visit vertigotheatre.com/jobs-and-auditions.
About Vertigo Theatre
Vertigo Theatre is a premiere cultural institution in Calgary and has entertained audiences for over 47 years with high-quality programming. It is the only theatre in North America that produces a season based entirely in the intrigue and mystery genre. Located at the base of the Calgary Tower, the Vertigo complex is home to our administration & ticket offices, rehearsal hall, and two performance venues. We cater to a diverse audience including young adults, students, urban professionals, and seniors.
The Ideal Candidate
Vertigo Theatre is looking for a charismatic and confident team leader who is a great communicator, has proven food & beverage sales experience and team building skills to fill the position of patron services manager. The ideal candidate will also have a passion for customer service, volunteer excellence, and the arts.
The successful candidate will be responsible for the supervision, training, and guidance of all staff and volunteers, sales analysis and revenue generation, ensure the smooth running of the front of house and bar services during performances and events, maintaining operational procedures, and providing exceptional customer service to all patrons.
Duties and Responsibilities:
- Ensure the smooth daily and long-term operation of the front of house, bar services and special events at Vertigo Theatre while providing an exceptional patron experience.
- Responsible for the overall financial success of the bar services department at Vertigo Theatre by monitoring productivity, revenues and costs.
- Manage the scheduling of volunteers including recruitment, approval and assignment of volunteers to roles/crews that are appropriate to their skill level.
- Inform the budget for the car services department by establishing clear and precise priorities for operational expenditures.
- Provide leadership, guidance, support and supervision to all front of house and bar staff.
- Liaise with external stakeholders such as caterers and sponsors for their event details.
- Ensure efficient and proactive communication between all departments relating to front of house and bar services.
- Ensure compliance with AGLC regulations.
- Responsible for ensuring all equipment, fixtures and furniture of the department are kept in good supply and in the best repair possible.
- Serve as the front of line management or designate appropriate staff to attend to patrons during events and performances to ensure all needs are met.
- Responsible for staff scheduling, handling performance issues, providing critical feedback and conducting employee performance reviews.
- Prepare pre-show and post-show volunteer orientation/appreciation events.
- Oversee the set-up and dismantling of events that occur in the lobby and the lounge.
- Develop and maintain a safe culture within the department and ensure departmental adherence to and awareness of Health & Safety Standards.
- Development strong interpersonal relationships with patrons on an ongoing basis.
Skills and Qualifications:
- This position requires a moderate amount of physical activity. Must be able to navigate stairs, stand for 2 hours, as well as lift and carry up to 30lbs.
- Minimum 3 years of experience in any or all of the following positions: Management, staff and volunteer coordination, special events, audience services and Food and Beverage services.
- Financial/budget management an asset.
- Must be highly organized with the ability to handle numerous tasks at one time.
- Have strong, proven leadership qualities and time management skills.
- Must have a desire to deliver an exceptional patron experience as well as an excellent employee/volunteer experience for the patron services team.
- Must be an outstanding collaborator and team player.
- Experience using volunteer management databases and scheduling systems.
- Superior written and interpersonal communication skills.
- Proficiency with MAC computers and Microsoft Office Suite.
- ProServe and First Aid Certification required.
- Must be legally eligible to work in Canada.
Vertigo Theatre encourages a team-oriented environment. All personnel are required to participate in a wide range of activities or take on additional responsibilities from time to time that may be outside of the Core Responsibilities & Duties for each position.
This is an on-site position.
Hours: 44 hours per week; days, evenings and weekends required.
Compensation:
- $43,000 – $45,0000 based on experience.
- Extended Health and Dental plan after 3 months with cost shared 50/50 between employee and employer.
- 3 weeks of vacation time annually after 1 year of employment, and other holidays as determined by management.
Please note parking expenses are the employee’s responsibility and no designated parking is available onsite.
Start Date: As soon as possible.
Vertigo Theatre has a responsibility to create workspaces where people feel respected and can be themselves and do their best work in every capacity. With this in mind, we encourage applications from qualified individuals who identify as Indigenous, Black, POC, 2SLGBTQIA+, Disabled/People with Disabilities and/or Neurodivergent people.
If there are any potential barriers (language, disability, or any other considerations) preventing you from applying, please reach out to us at admin@vertigotheatre.com and we will work with you to find a suitable application process.
Please send a cover letter, resume or CV, as well as three references to applications@vertigotheatre.com . Please use the subject line “Patron Services Manager”.
Interviews will commence immediately. Thank you to all applicants. Only those selected for interviews will be contacted. No phone calls please.
For more information about Vertigo Theatre please visit our website, vertigotheatre.com.
