Reports To: Front of House Manager
Direct Reports: None Department: Front of House Location: Downtown Toronto Vacancy Status: This posting is for a current vacancy on our team Hourly Wage: $25.35 About Us The Corporation of Massey Hall and Roy Thomson Hall is a registered charity that operates two of Toronto’s most iconic venues: Roy Thomson Hall and Allied Music Centre—home to legendary Massey Hall, TD Music Hall, Allied Music Centre Theatre, Deane Cameron Recording Studio, and more. Guided by a professional management team and volunteer Board of Governors, the Corporation is dedicated to enriching communities through the cultural, social, and economic power of music. The Corporation is actively engaged in Artist Development and Education & Community Engagement initiatives as an investment in the next generation of artists and audiences.
Position Overview The Floor Captain ensures an exceptional patron experience while supporting the safe, efficient, and professional operation of events. Acting as a working leader, the Floor Captain serves as a primary point of contact for ushers and volunteers, providing guidance, coaching, and support throughout each event. This position is responsible for maintaining high standards of customer service, assisting with patron concerns, overseeing assigned venue areas, and ensuring compliance with organizational policies, health and safety requirements, and accessibility standards.
Working closely with Front of House and Food & Beverage management, the Floor Captain helps coordinate event operations, communicates important information to staff, and contributes to a positive, welcoming environment for patrons, staff, artists, and guests. The successful candidate is a dependable team leader who demonstrates professionalism, sound judgment, strong communication skills, and a commitment to delivering outstanding guest experiences in a rapid-paced live event environment.
Key Responsibilities




Thorough understanding and working knowledge of all usher duties
Communicate a positive and professional image to both patrons and staff
Provide excellent customer service and address patron concerns
Monitor patron flow in assigned areas and assist patrons with special needs in accordance with the Corporation's AODA (Accessibility for Ontarians with Disabilities Act) policy
Assist Front of House Management in maintaining policies and procedures
Ensure a safe and secure environment for patrons and staff
Ensure enough marketing materials, such as programs, flyers, and inserts, are available for distribution
Health and Safety Protocols
Adhere to health and safety guidelines as per Ontario Ministry of Labour regulations and the Corporation's policies
Maintain a thorough knowledge of procedures for handling patron incidents and emergencies, and be prepared to manage such situations
Follow the venue's evacuation plan in emergencies, identifying exits for safe egress of patrons
Ensure cleanliness and readiness of assigned sections and report any deficiencies to the Supervisor
Leadership
Serve as a positive role model for staff, exemplifying professionalism, guest service, and teamwork
Provide training, coaching, and mentoring to new staff and assist with volunteer training
Attend all captain meetings and deliver staff briefings
Work with Front of House and Food & Beverage management to coordinate activities and optimize operational efficiency
Qualifications
1 to 2 years of leadership experience in ushering or customer service




Availability for at least 50% of all full-staff events, including days, evenings, weekends, and holidays
Flexibility to work wide-ranging schedules, including days, evenings, weekends, and holidays
First Aid & CPR certification is an asset
Training experience preferred
Dedication to excellence and superior customer service is essential
Professional manner with strong communication and interpersonal skills
Ability to understand, follow, and implement protocols and procedures
Self-motivated team player with high energy and ability to work independently
Core Competencies
Leadership
Communication & Customer Focus
Adaptability & Stress Management
Problem Solving & Decision Making
Creativity & Innovation
Accountability, Ethics & Integrity
Regulatory Compliance
Analytical & Mathematical Reasoning
Work Conditions
Work flexible schedule, including day, evening, weekend hours and holidays, as required
Manual dexterity required to operate computer and peripherals
Interacts with patrons, employees and management
Competing priorities with medium-high control over individual priorities
Moderate-high levels of considerable mental concentration
Sitting, standing, lifting and walking on occasions to both venues
Additional Information (if applicable): This role is based on-site at Roy Thomson Hall, and Allied Music Centre. Evening and weekend availability will be required depending on event schedules.
The Corporation of Massey Hall and Roy Thomson Hall values diversity and is an equal opportunity employer. Applicants requiring accommodation at any stage of the recruitment process should contact the Human Resources Department. The Corporation is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

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📌 Part-time Floor Captain, Front of House (Ontario)
🏢 The Corp.of Massey Hall & Roy Thomson Hall
📍 Ontario