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Assistant Supervisor of Events and Guest Services (The Aud)

**Employment Type:**Regular Full Time

**Hours of Work:**35

**Job location:**Kitchener Memorial Auditorium

Pay:$74,334 To $92,918 Annual

**Grade/Band:**08

**Job Posting Start Date:**3/19/26

**Job Posting End Date:**3/26/26

Job Description:

Overview

Assists in leading the Events and Bookings operation of The Aud – one of the largest and most prominent sports and entertainment venue complexes in the Province of Ontario.

Leads the Front of House functions for The Aud and directly supervises the work of part-time Ushers, Event Coordinators, Parking Attendants with the responsibility for hiring, orientation, training, direction and guidance, scheduling and performance management.

Maximizes the efficient and profitable sale of the luxury suites at The Aud. Coordinates suite sales and service; negotiates contract specifications, generates an arranges sales, tracks and follows up with financials.Works with a wide variety of internal and external stakeholders to plan, implement, and continuously improve special events and the services delivered by The Aud.

Responsibilities

• Directly supervises the work of part-time Front of House staff (Ushers, Event Coordinators Parking Attendants), with full responsibility for interviewing and selection, orientation and training, scheduling, payroll, guidance and direction, and performance management up to and including recommending termination. Takes the lead in training staff for emergency preparedness and evacuation of a spectator facility.
• Acts as a liaison between front of house activities, event operations, building operations during events.
• Establishes and maintains effective working relationships with promoters, tenants, user groups and clients for all events.
• Develops, recommends, and implements standard operating procedures related to crowd management, risk assessment, safety of events and customer service.
• Leads and coordinates suite sales and service; negotiates contract specifications, generates, and arranges sales, and trains and schedules staff to fulfill service functions.
• Responsible for the paid ticketing strategy at The Aud including the annual sale and service of paid parking. Troubleshoots software and hardware problems with parking technology, working with vendors outside of the Corporation.
• Records and follows up with all incident and occurrence reports that occur during special events and reports to Manager. Handles all patron complaints during events and oversees complaint resolution.
• Participates on event-specific planning committees as directed by Manager to provide input concerning volunteers, security, ticketing, parking, egress/ingress, guest services, emergency procedures and ticket pricing.
• Assists with the deployment and management of First Aid, Security and Police during ticketed events ensures all details are understood by relevant groups and all relevant areas are staffed and secure.
• Responds to queries and resolves complaints from clients and stakeholders.
• The primary Front of House contact on site for ticketed events – evenings and weekends.
• Acts as duty manager for special events as needed – evenings and weekends.
• Performs other related duties as assigned.

Education

• 2-year degree/diploma in a related field, such as business administration, finance, venue management, sports management, etc.

Experience

• 4 years of related experience
• Preference will be given to candidates with experience in a sports and entertainment facility.
• Preference will be given to candidates with experience using the Paciolan ticketing system.

Additional Requirements

• Must be willing to work flexible hours, including weekends, evenings and specified holidays in accordance with event schedule.
• Prolonged standing, walking and use of stairs.
• Must be reliable with a good attitude and employment record.

Knowledge, Skills, and Abilities

• Ability to establish and fulfil customer needs and expectations; supervise, train, teach and motivate staff; participate as an effective team member.
• Skill in the use of a personal computer with experience using software packages such as Microsoft Office as well as comprehensive financial and ticketing systems.
• Demonstrate previous success in leading diverse teams.
• Ability to develop strategies and sales plans for special events.
• Ability to identify opportunities for efficiency in standard operating procedures.
• Supports and projects values compatible with the organization and participates as an effective team member.

**Department:**CSD-Community Services Department

**Division:**CSD-Sport Division

**Union Code:**Non Union, Management

**Req Id:**773

**Job Code:**0896

**Number of Openings:**1

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