Reports To: Front of House ManagerDirect Reports: NoneDepartment: Front of HouseLocation: Downtown TorontoVacancy Status: This posting is for a current vacancy on our teamHourly Wage: $25.35About UsThe 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 OverviewThe 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 setting 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 fast-paced live event environment.Key ResponsibilitiesThorough understanding and working knowledge of all usher dutiesCommunicate a positive and professional image to both patrons and staffProvide excellent customer service and address patron concernsMonitor patron flow in assigned areas and assist patrons with special needs in accordance with the Corporation's AODA (Accessibility for Ontarians with Disabilities Act) policyAssist Front of House Management in maintaining policies and proceduresEnsure a safe and secure environment for patrons and staffEnsure enough marketing materials, such as programs, flyers, and inserts, are available for distributionHealth and Safety ProtocolsAdhere to health and safety guidelines as per Ontario Ministry of Labour regulations and the Corporation's policiesMaintain a thorough knowledge of procedures for handling patron incidents and emergencies, and be prepared to manage such situationsFollow the venue's evacuation plan in emergencies, identifying exits for safe egress of patronsEnsure cleanliness and readiness of assigned sections and report any deficiencies to the SupervisorLeadershipServe as a positive role model for staff, exemplifying professionalism, guest service, and teamworkProvide training, coaching,



and mentoring to new staff and assist with volunteer trainingAttend all captain meetings and deliver staff briefingsWork with Front of House and Food & Beverage management to coordinate activities and optimize operational efficiencyQualifications1 to 2 years of leadership experience in ushering or customer serviceAvailability for at least 50% of all full-staff events, including days, evenings, weekends, and holidaysFlexibility to work varied schedules, including days, evenings, weekends, and holidaysFirst Aid & CPR certification is an assetTraining experience preferredDedication to excellence and superior customer service is essentialProfessional manner with strong communication and interpersonal skillsAbility to understand, follow, and implement protocols and proceduresSelf-motivated team player with high energy and ability to work independentlyCore CompetenciesLeadershipCommunication & Customer FocusAdaptability & Stress ManagementProblem Solving & Decision MakingCreativity & InnovationAccountability, Ethics & IntegrityRegulatory ComplianceAnalytical & Mathematical ReasoningWork ConditionsWork flexible schedule, including day, evening, weekend hours and holidays, as requiredManual dexterity required to operate computer and peripheralsInteracts with patrons, employees and managementCompeting priorities with medium-high control over individual prioritiesModerate-high levels of considerable mental concentrationSitting, standing, lifting and walking on occasions to both venuesAdditional 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.

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