Position Summary

Reporting directly to Box Office and FOH Manager, this role is responsible for supervising ushers, supporting the Manager prior to (event set up) and during events, specifically with regard to audience management and providing excellent customer service for events. Able to work independently, and with direction, as well as within a team environment. Must be able to work flexible hours, including weeknights, weekends, and holidays.

Key Accountabilities:

• Effectively and thoughtfully supervise ushering staff during events and event set up
• Supervise staff breaks and distribution of resources where required to maintain a safe and welcoming environment for staff and those in attendance
• Respond to customer inquiries and complaints; escalate issues as required
• Perform all duties in accordance with the guidelines, practices, rules, policies, and procedures established by GCE, GCCT and Ticketmaster
• Liaise with the Manager, FOH Supervisor, Management, and Ticketmaster to effectively address logistical and technical issues as they arise, adjust and adapt to facilitate the orderly and effective operation of the Arena throughout events
• Demonstrate excellent customer service skills; responding professionally, promptly, and efficiently to customer’s service requests and needs.
• File various records and reports. Perform related administrative clerical work as assigned.
• Proven written and verbal communication skills with the ability to communicate well.
• Demonstrate good judgment and make sound decisions
• Assist in other duties as assigned by the Manager.

Education and Qualification Requirements:

• Ability to take CPR and First Aid training if not currently certified.
• Understand and adhere to established policies and procedures, including emergency procedures. (Familiarization with the location of exits and use of emergency equipment.)
• Assist Front of House/Duty Manager with procedures for injuries, illness, etc.
• Assist patrons with disability-related issues.
• Ability to provide accurate knowledge to patrons regarding venue logistics (i.e. location of the ticket office, restrooms, phones, concessions, coat check, etc.), information about the event, general building details related to operations of Casino, Hotel and Food & Beverage areas
• Ability to read event tickets (visual acuity corrected to read as small as 11-font print) in dim lighting with the use of a provided flashlight.
• Ability to stand for long periods, sometimes throughout an entire event.
• Adhere to established dress code.
• Attend required training and meetings.
• Ability to lift 20 kilograms.
• Demonstrate good judgment and makes sound decisions
• Shows commitment to personal growth, development, and leadership opportunities
• Proven written and verbal communication skills with the ability to communicate well
• Bilingual (English/French) is an asset but not required

Work Environment Considerations

• Work within a 24/7 operation with ability to work flexible hours when required (days, evenings, nights, weekends and holidays)
• Must be willing to submit to a criminal record check with results acceptable to our organization, standards and position.

Great Canadian Entertainment is committed to diversity, equity and inclusion and we welcome all qualified applicants to apply to join our team of unique contributors. We accommodate people with disabilities throughout the recruitment and selection process and applicants are encouraged to advise Human Resources in advance if an accommodation is required. We thank all applicants for their interest and will contact those qualified to continue in the recruitment process.