Guest Services Manager

Full-time, permanent

Location: CITS Head Office, Kitchener, Ontario

The Opportunity

The Centre in the Square is currently looking for a Guest Services Manager to join their dynamic organization. The Guest Services Manager is responsible for all aspects of the customer experience at Centre in the Square. This role manages all Front of House (FOH) operations, including valet, ushers and bartenders, to ensure a professional and superior customer service experience during all events and activities held at the CITS. This role will work cross-functionally to ensure superior customer service and service delivery across CITS. Note: daytime, evening and weekend work is required (must be present for 50% of CITS shows/events).

About CITS

CITS is a not-for-profit registered charitable arts organization with the mandate to “create memorable experiences.”  It is dedicated to promoting performing arts that entertain, inspire, engage and create memorable experiences for the region.  The Centre welcomes approximately 190,000 visitors each year across a range of events including dance, comedy, musicals, theatre and music from classical to rock.  The Centre is located in Kitchener, Ontario and governed by a 14-member board and a staff of 27 full-time employees and a team of 65 part-time staff.

Key Responsibilities include:

• Create and maintain a customer focused environment so that each guest has a memorable experience
• Manage the Front of House staff to ensure they are providing outstanding customer service at all times
• Design and facilitate FOH staff meetings
• Recruit, hire and train all FOH staff; provide coaching and mentorship to staff and supervisors
• Create and manage the operations schedule to ensure adequate staffing at all times
• Provide support and fill in for FOH roles as needed
• Manage the Membership Lounge staff
• Oversee product purchasing and inventory; identify products to be sold at CITS and meet with sales reps to review options
• Set pricing strategy for products
• Identifying and implement creative and innovative changes to the FOH operations to ensure a high level of customer focus and increased sales and revenues
• Resolve conflict situations as they arise

Skills and Qualifications

• College diploma or University degree in events management or hospitality
• Smart Serve Certificate
• 5 or more years experience in a people management role
• Experience in hospitality environment, including hotels, restaurants and theatre
• Experience with bartending, product ordering and inventory management
• Customer service focus with the ability to create a memorable customer experience
• Excellent computer skills and knowledge of relevant software (MS Office)
• Excellent communication skills, written and verbal
• Superior skills in planning, organizing and prioritizing
• Superior attention to detail and a high level of accuracy
• Conflict resolution and negotiation skills
• Flexible and adaptable to new situations and working with various individuals
• Daytime, evening and weekend work required (must be present at 50% of CITS event/shows)

If you or anyone you know should be interested in this role, please forward resumes to resumes@kirwingroup.ca.

We thank all applicants for their interest; however only those selected for an interview will be contacted. The Centre in the Square is an equal opportunity employer.