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Job Description / Duties

Main Purpose and Function

This is supervisory public contact work performed across all four venues and šxʷƛ̓exən Xwtl’a7shn (formerly QET Plaza) at Vancouver Civic Theatres. The incumbent supervises subordinate Theatre Attendants, provides training, and evaluates work performance. The incumbent also advises staff of special requirements, prepares the Front of House prior to performances, and liaises with security staff. Work is performed with considerable independence in accordance with established policies and procedures, and performance is supervised and evaluated by a supervisor for conformance with prescribed guidelines and established standards. The incumbent reports directly to the Audience Services Manager, Event Manager and/or Food and Beverage Manager. The Theatre Attendant III (TA3) Reports to the Audience Services Manager, Event Manager and/or Food and Beverage Manager and takes day-to-day direction from them.

The 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 Vancouver Civic Theatres (VCT) venues, The Queen Elizabeth Theatre, šxʷƛ̓exən 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.

Specific Duties and 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 Vancouver Civic Theatres (VCT) venues and šxʷƛ̓exən Xwtl’a7shn (formerly QET Plaza).
- Assists in evaluating staff work performance, provides performance coaching to employees on shift and reports these conversations to relevant Managers.
- Oversees the ongoing New Hire orientation and training of employees.
- 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 scheduled 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 1 other weekday evening. Weekday evening shifts may begin as early as 4PM.

Qualifications / Required Skills

Qualifications

Education and Experience:
- Completion of Grade 12 is required
- 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 is required
- Food Safe Level 1 is required
- Theater, Tourism and 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, EBMS or 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 staffs performance or training 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 the all food and beverage equipment.
- Preferred knowledge of EBMS, Volante, SAP and ability to use relevant information and reports.
- 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.


The City’s COVID-19 vaccination policy is currently suspended and as a result, vaccination against COVID-19 is not required at this time. However, should circumstances change and the City deem it necessary to re-introduce such policy, you may be required to provide proof of vaccination against COVID-19 in order to be eligible to continue performing your duties.

Additional Information

Business Unit/Department: Arts, Culture and Community Services (1200)
Affiliation: CUPE 15 Non Pks
Employment Type: Auxiliary/Casual
Position Start Date: July, 2023
Salary Information: Pay Grade GR-017: $29.13 to $34.23 per hour
Number of Positions: Multiple

Application Close: July 2, 2023

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.

Before you click 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.

Salary: Pay Grade GR-017: $29.13 to $34.23 per hour

Contact Information

Please apply on our careers page: https://jobs.vancouver.ca/job/Theatre-Attendant-III/1044137500/

Employer Profile

Located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (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, decolonization, 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.