Patron Services Attendant

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Note: Applications will be accepted until 11:59 PM on the Posting End Date.

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There are 10 vacancies for these hourly, on-call positions

At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.

Job Summary

Patron Services at the Chan Centre for the Performing Arts provides exceptional guest service. The Patron Services Attendant has a variety of duties serving three, venues including the 1,400 seat Chan Shun Concert Hall, the 275 seat Telus Studio Theatre and the 160 seat Royal Bank Cinema. This role is the public face of the venue, welcoming patrons and delivering a premium level of customer service, while ensuring that health and safety, policies and standards are upheld. The Patron Services Attendant maintains a wide range of knowledge of Chan Centre ticket and front of house related amenities and supports patrons by coordinating a range of services including welcoming patrons, ticket-taking, wayfinding, ushering, coat checking and extended customer purchases such as bartending, pre-ordering and play a vital role supporting the Patron Services team.

This is a part-time, on-call, hourly position.

Scheduled hours are flexible and vary by month based on event activity.

Applicants must be available for a minimum of 2 shifts a week (approx. 8-10 hours) with one shift falling on a weekend (Friday, Saturday, Sunday). Shift start times can be in the morning, afternoon or evening. Able to work morning and afternoon shifts the last two weeks of May and November.

Organizational Status
Reports to the Manager, Patron Services.

Work Performed

Provides a premium level of customer service to patrons before, during, and after events.

Welcome patrons to the venue and ensures their safety before, during, and immediately after the event.

Addressing patron accessibility, questions and needs.

Responds to guests needs, resolve routine queries and problems, escalating more complex to the Coordinator or Usher Captain as required.

Maintain venue appearance and presentation, both before the house opens for patrons and at the conclusion of the event.

Ushering patrons to their seats.

Maintains knowledge of emergency procedures and evacuation plans.

Assists with the lobby set-up and dismantling of events that occur in the lobby and lounge.

Serving patrons at the bar pre-show and intermission; this is very fast paced.

Checking and restocking consumables and cups;

Works collaboratively with other Patron Services team members as well as colleagues in other departments, to resolve patron inquiries and concerns.

Provides exemplary guest service in accordance with Chan Centre policies and standards.

Uniform - will be required to wear a uniform provided during events.

Performs other related tasks as required in a dynamic and developing work environment.

Consequence of Error/Judgement
Errors could have serious impact on relations with users and patrons and negatively affect the reputation of the Chan Centre and the University resulting in lost revenue. Errors in judgement could result in dissatisfied patrons and/or safety issues. Errors in completing payment transactions could result in shrinkage and loss of revenue to the Chan Centre.

Supervision Received
Reports to the Patron Services Coordinator and Patron Services Captain/Bar Captain

Supervision Given
None

Minimum Qualifications
High school graduation. A minimum two years' experience in the performing arts or a related field.

- Willingness to respect diverse perspectives, including perspectives in conflict with one's own

- Demonstrates a commitment to enhancing one's own awareness, knowledge, and skills related to equity, diversity, and inclusion

Preferred Qualifications

• Excellent customer service background working in a Theatre or Concert Hall.

• Must be adaptable and able to work in a fast-paced environment.

• Demonstrates ability to communicate effectively verbally with a broad range of people with a variety of abilities and backgrounds.

• Ability to exercise tact, diplomacy and discretion in dealing with patrons.

• Must be able to navigate stairs, stand for 2 hours, as well lift and carry up to 15kg.

• Professional demeanor is essential to the position.

• Serving It Right responsible beverage service certificate would be an asset.

• Level 1 First-Aid certification would be an asset.