Part-time Ticketing Services Supervisor

The Corp.of Massey Hall & Roy Thomson Hall • Toronto, ON

6d • CA$0 - CA$29 • Hybrid

About The Position

The Part-Time Ticketing Services Supervisor oversees box office operations and ticketing services for events at Roy Thomson Hall and the Allied Music Centre, ensuring smooth ticket sales and a high standard of patron service. The role involves supervising front-line staff, resolving customer issues, coordinating with internal teams and clients, maintaining accurate reporting, and supporting efficient event execution in a fast-paced, live entertainment environment.

Requirements

• Minimum of 2-3 years Ticketing experience
• Completion of High School
• Must have the ability to work flexible hours, weekends, evenings as required
• Demonstrated ability to deliver superior customer service
• Excellent interpersonal, communication, analytical and problem-solving skills
• Ability to prioritize workload and work independently
• Excellent written and verbal communication skills
• Proficiency with MS office software
• Experience working within the performing arts industry
• Self-motivated team player with high energy and ability to work independently

Nice To Haves

• Knowledge of the Tessitura database or other ticketing software is considered an asset

Responsibilities

• Ensure exemplary patron service is provided by staff at all times
• Ensure staff are knowledgeable about the specific details of each event
• Identify opportunities to improve service levels and make recommendations
• Resolve patron complaints
• Provide back-up to Customer Service Representatives (CSRs) when required
• Provide reports and event settlements to box office management, internal clients and external clients as required and ensure accuracy in reporting
• Discuss unique client requirements with box office management team
• Oversee sales and distribution of tickets to public and private (promoter) sales
• Maintain positive, open lines of communication with promoters, clients and internal departments with respect to box office issues
• Maintain and update show notes and end of shift messages to ensure complete event history
• Act as a resource for internal departments and external clients
• Provide input to development of policies
• Provide feedback to management with respect to client and patron comments and concerns
• Work in collaboration with department management team to optimize operational processes and procedures
• Monitor ticketing system and liaise with ticketing system support staff and department management to resolve problems
• Provide ongoing direction and coaching to CSRs when needed
• Create a positive working environment through establishing open communication with staff and role modeling the desired standards of professionalism, teamwork and patron service
• Communicate corporate, health and safety and human resources policies
• Identify potential problems and report to management, developing solutions wherever possible

Benefits

• The Corporation of Massey Hall and Roy Thomson Hall values diversity and is an equal opportunity employer.
• Applicants requiring accommodation at any stage of the recruitment process should contact the Human Resources Department.
• The Corporation is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

What This Job Offers

• Job Type: Part-time
• Career Level: Mid Level
• Education Level: High school or GED