Job Posting: Front of House Manager, The Corporation of Massey Hall and Roy Thomson Hall

Do you have the desire to make an impact and be part of an exceptional team? Does a career with two of the world’s pre-eminent concert venues interest you?

The Corporation of Massey Hall and Roy Thomson Hall is a registered charitable not-for-profit organization operating two of Canada’s premier concert halls. The Corporation was established in 1983 to manage both Massey Hall and Roy Thomson Hall. Founded on the legacy of Massey Hall’s central role in the vitality of Toronto’s cultural life, the present Corporation’s mission is to present a diverse schedule of Canadian and international performing artists of the highest quality from classical and jazz to lectures, world music and dance, and rock. Over 400 artistic productions are produced, marketed, and staged at the Halls every year. In addition to events at these two Halls, we also present concert events at other venues in the city, all of which are represented on our website. Roy Thomson Hall is home to the Toronto Symphony Orchestra and the gala screenings of the Toronto International Film Festival as well as being the venue of choice for numerous corporate and private functions.

The Front of House Manager, Roy Thomson Hall and Massey Hall, is responsible for the profitable operation of the front of house functions at Roy Thomson Hall and Massey Hall


Front of House – Customer Service

  • Ensure exemplary patron service is provided by staff at all times
  • Ensure appropriate staffing levels for front of house requirements
  • Identify opportunities to improve service on an event by event basis and implement necessary changes
  • Ensure staff are knowledgeable about the specifics of each event
  • Monitor and evaluate front of house policies and make recommendations for changes
  • Resolve patron complaints and secure long-term relationships with patrons
  • Manage distribution of marketing print material

Patron and Staff Safety

  • Ensure all staff have a thorough knowledge of health, safety and emergency procedures and are prepared to handle accidents, patron incidents and emergency evacuation
  • Act as primary contact for patron or staff incidents and determine actions to be taken
  • Ensure staff, caterers and suppliers work in compliance with corporate health and safety policies
  • Ensure events, event set-up and customer service is in compliance with Health Code, fire regulations, AGCO regulations, in collaboration with the Security and Life Safety Manager, and the F&B manager.
  • Continually monitor and revise operational procedures to ensure they are safe for staff and patrons
  • Ensure responsible service of alcohol, in collaboration with the Security and Life Safety Manager and the F&B Manager
  • Work with Security and Life Safety Manager , Building Operations and Production Manager, and Massey Hall Venue Manager or RTH Event Coordinator to determine approaches and courses of action to ensure control and order is maintained in the house


  • Create and foster a work environment where staff are motivated to excel
  • Act as an effective role model with respect to professionalism, teamwork and patron service/safety
  • Hire, train, coach, evaluate and discipline staff
  • Communicate corporate and human resources policies and ensure compliance
  • Work in collaboration with other members of the management team to develop solutions to
    organization-wide issues and contribute to achievement of overall organizational goals
  • Anticipate problems and initiate corrective action, keeping senior management informed of problems of a serious nature or having broad impact


  • Prepare budgets, analyze financial reports and make necessary adjustments to maximize profitability of front of house at Roy Thomson Hall and Massey Hall
  • Purchase and control inventory for budgeted items up to authorized limit
  • Prepare cost estimates for events as required
  • Ensure adherence to control procedures for cash, inventory and uniforms


  • Develop and maintain an effective training program for staff
  • Ensure payroll and personnel records are maintained
  • Ensure AODA compliance as new regulations are implemented and made law
  • Update all staff materials in relation to AODA and improvements to customer services
  • Other projects as required


  • University or College Diploma with 4-6 years experience within an arts venue
  • Previous theatre or event management experience with financial accountability, preferably in the arts/entertainment industries
  • Demonstrated leadership skills with the ability to work in a fast paced environment and manage multiple deadlines and priorities
  • A team player with the ability to collaborate, influence and build relationships and strong interpersonal skills.
  • Capacity to prioritize, delegate, and adapt to changing demands.
  • Highly developed critical thinker, analytical and problem solving skills
  • Excellent written and verbal communication skills
  • Ability to work flexible hours based on business needs
  • SmartServe training required

Application Deadline: December 19, 2014

Please forward your resume and cover letter by fax or email to:

Human Resources Manager, The Corporation of Massey Hall and Roy Thomson Hall
60 Simcoe St. Toronto, ON M5J 2H5

We thank all applicants for their interest in this position. Please note that only applicants granted an interview will be acknowledged. No phone calls please.