Front of House Staff Positions

ORGANIZATION:
Massey Theatre Society

DEADLINE:
Oct. 9, 2025 at midnight

ORGANIZATION DESCRIPTION:
Massey Theatre Society is a not-for-profit organization established in 1983 which operates a large arts facility called Eighth & Eight Creative Spaces. We offer an array of performances and artistic and community activities. With expansion, we are now working with over 90,000 square feet of dynamic and creative space and services including operating the Massey Theatre, a 60-seat black box, 200-seat concert space, dance, media and rehearsal studios, shops and galleries, concessions and catering. The context is to serve as a place for artists in connection with community members at many stages in the creative process. Our programming direction is based on goals to create sustainable access and inclusion for all, with additional supports available for BIPOC, LGBTQ2+ and other underserved or historically excluded groups.

The facility, referred to as Eighth & Eight Creative Spaces, includes the 1260-seat Massey Theatre which hosts dynamic and diverse entertainment performances.

WEBSITE:
http://www.masseytheatre.com

JOB DESCRIPTION:
The Front of House positions are paid casual positions that report to the Audience Services Coordinator. They are responsible for welcoming and checking in patrons, selling tickets and other inventories, contributing to the comfort and safety of the audience, and implementing the safety plan, if required. Ushers are generally responsible for the customer service of the audience before, during, and after a performance and are mostly situated within the auditorium. Ticketing staff greet ticket buyers and efficiently ensure audiences are served in time for performances to begin. Concession staff deliver quick and friendly service of a food and beverage menu which includes fresh and preserved items and the service of alcohol.

Activity is seasonal from October through June with a varying volume of events. Staff are expected to accept a minimum of four shifts per month when offered in order to maintain an active status. Applicants must be comfortable with a fluctuation in hours and available for shifts at all times of day, including evenings and weekends.

RESPONSIBILITIES:
Ushering:

• Scan tickets as guests enter the theatre

• Provide a welcoming, upbeat presence for guests

• Assist guests to their seats and answer any questions about the event

• Help set up the lobby, move chairs and tables, put up and remove signage

• Monitor audience activity and behavior during performances

• Assist guests with navigation of the facility, retrieving support equipment, and providing information

• Pick up garbage, tidy facilities, return equipment/furniture to storage, and collect lost items

Ticketing Service:

• Provide exemplary customer service processing ticket orders and greeting visitors

• Identify opportunities to improve services and make recommendations

• Resolve patron issues, answer questions, and foster positive relationships

• Maintain open communication with promoters, clients, and staff

Concession Service:

• Provide welcoming, friendly service to guests

• Make coffee and set up sales inventory attractively

• Prepare specialty coffees, serve food safely, and serve alcohol responsibly

• Handle and reconcile cash and payment systems

• Count, organize, and stock concession inventory

• Prepare work area for cleaning and manage recyclables and waste

• Tidy and reset concession area to pre-event state

QUALIFICATIONS:
Front of House staff members are the first people the audience sees when entering the theatre and the last when leaving. Candidates must have a personable nature, make eye contact, feel comfortable speaking clearly with guests, and be open to feedback and requests for assistance. Excellent customer service and interpersonal skills are required, along with the ability to remain calm in stressful situations and manage crowds.

Considerations for all Front of House Positions:

• Ability to stand for entire shift and lift at least 25 pounds

• Adaptations facilitated for personnel with physical disabilities where possible

• Adherence to communications, dress, and conduct standards

• Strong knowledge of theatre or event safety and operational procedures

• Flexibility to stay longer if events end later than anticipated

• Food Safe, Serving It Right, and First Aid certificates are assets

HOW TO APPLY:
Applicants must submit a resume and a one-page letter of interest describing related skills, experience, and special qualities. References may be submitted with the application or upon request. Only shortlisted candidates will be contacted. The position will begin as soon as possible.

REMUNERATION:
$22/hour plus 4% vacation pay