City of Kitchener Careers

Interim Assistant Supervisor, Events & Guest Services

(Temporary Full-Time for approximately 12 months)

Competition Number

2024-387

Job Code

0896

Posting Date

Sept 10, 2024

Closing Date

Sept 27, 2024

(at 6:00pm)

Job Status

Temporary Full-Time

The City of Kitchener is a vibrant and dynamic city of approximately 292,000, in the heart of southwestern Ontario. As the largest municipality in Waterloo Region, Kitchener continues to be poised for development and growth, enhancing its reputation as a leader in city-building and innovation, with nationally recognized strategies to build its neighbourhoods, its digital infrastructure and its diverse economy.

The City of Kitchener is WHERE you want to work! Learn more about the top reasons to join us:

Why work at the City of Kitchener

Position 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.
• Time off will be approved at the discretion of the Corporation, being mindful of events.
• Performs other related duties as assigned.

Requirements:

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

The City of Kitchener is committed to an equity-driven, inclusive, accessible, and barrier-free recruitment and selection process, and to ensuring our workforce reflects the full diversity of the community we serve. We welcome applications from Indigenous, Black, racialized and 2SLGBTQ+ persons, as well as other equity deserving groups.

We will accommodate the needs of applicants under the Human Rights Code and Accessibility for Ontarians with Disabilities Act (AODA) throughout all stages of the recruitment and selection process. Please contact Human Resources at [email protected], or 519-741-2200 ext. 7261 to make your needs known, so that we can support your full and equal participation throughout the hiring process.

We appreciate the interest of all applicants. Only candidates whose skills, experience and qualifications meet the requirements of the position will be contacted.

Please note that as per Human Resources Policy HUM-HIR-110, "Employment of Relatives of Staff Members and Elected Officials":

"The immediate relatives of staff of the Human Resources Division, all Directors, General Managers, or the Chief Administrative Officer and Elected Officials shall not be employed by the City in any capacity.

The immediate relatives of all other Management personnel shall not be employed where such employment would be:

1. within the same Department in the case of permanent full-time, temporary full-time and part-time classifications.

2. within the same Division in the case of students."

Department

Community Services

Division

Sport

Union Affiliation

Non-Union/Management

Number of Positions

1

Hours of Work

35 hours per week, including possible weekends and evenings

Location

Initial Location

The Aud 

City

Kitchener

Compensation

Salary Range

$70,041 - $87,553 annually

Effective November 1, 2024: $71,959 - $89.950 annually

Grade/Band

Grade 8