Supervisor of Theatre Operations, Brampton on Stage

Reporting to the Manager, Theatres, this role is responsible to lead the daily operations and service coordination across Brampton’s municipal performing arts venues, including The Rose and Garden Square. This includes venue rentals, front-of-house, food and beverage, and box office operations. This role ensures consistent service delivery aligned with corporate service standards, while driving earned revenue and a seamless, high-quality experience for patrons, clients, and guests.

This role is key to the delivery of excellent customer experience and positioning and delivery of Brampton’s theatres and Garden Square as highly professional venues. Providing leaderships to teams with a focus on driving excellent customer service while maximizing revenue streams from these sources. They foster a culture of collaboration and professionalism, lead operational problem-solving, and apply market insights to enhance competitiveness and impact.

OPERATION & CUSTOMER EXPERIENCE SUPPORT

• Supervise and monitor the quality-of-service delivery of specific programs and activities to meet operational effectiveness and ensure a high-quality experience for patrons, artists, and clients.
• Establish standards and guidelines to enhance service excellence, comply with health, safety, and accessibility standards, and improve operational efficiency.
• Collaborate with programming, technical, and marketing teams to ensure seamless coordination and delivery of events.
• Establish sales strategy’s that will develop and drive the Rentals and Food and Beverages business in alignment with revenue goals.
• Manages facility booking system and oversees venue scheduling to support efficient bookings, minimize conflicts, and optimize access for both internal and external users.
• Ensure adherence to all licensing and necessary local and provincial laws as it relates to the sale of food and alcohol.
• Assess and address operational challenges that impact guest or artist satisfaction, with a focus on continuous improvement.
• Responsible for overall CRM and ticketing strategy and implementation of innovative services and improvements to customer experience.
• Foster a guest and artist-centred culture that prioritizes welcoming, accessible, and professional service from arrival to post-show.

STAFF SUPERVISION & TEAM DEVELOPMENT

• Provide coaching, mentorship, and on-the-job training to foster a strong service culture and professional growth.
• Supervise staff, providing clear direction and accountability to meet operational effectiveness aligned with business priorities.
• Supervise, coach and provide guidance to front-line and customer service teams, including volunteers, to promote effective employee relations and encourage increased morale, innovation and productivity to meet operational effectiveness.
• Ensure ongoing professional development, performance management, and compliance with corporate and legislative requirements.
• Collaborate across lines of business to support integrated service delivery, shared goals, and a consistent audience and artist experience across all venues and programs

CUSTOMER SERVICE

• Liaise with staff, community groups, organizations and contractors in a professional manner.
• Handle and resolve issues and enquiries to meet corporate service standards. Escalate complex issues to appropriate level.
• Build and maintain a relationship with internal and external stakeholders, departments and team members to achieve common goals and objectives.
• Understand the requirements of existing customers to ensure their needs are being met and institute improvements when necessary.
• Oversee the delivery of a professional and helpful box office and front of house, which excels at customer service, is proactive in its approach to sales, and is responsive to all aspects of the building’s activity.

COMMUNICATION AND REPORTING

• Present and convey complex concepts and conditions to stakeholders; develop reports, proposals and make recommendations to management for effective decision-making.
• Keep management informed of activities and initiatives; recommend solutions for effective decision-making.
• Research and analyze trading or other data and compile summary reports
• Monitor performance of commercial activities using key metrics and prepare reports for senior management.
• Administer, coordinate and present reports for financials and other key performance indicators for projects across the division.

CORPORATE CONTRIBUTION

• Stay abreast of market, industry trends and evaluate current programs, processes and practices to recommend solutions that improve business processes, service solutions and best practices.
• Maintain knowledge of collective agreements, City policies and practices, legislation, regulations and Standard Operating Procedures (SOPs).
• Build and maintain profitable partnerships with key stakeholders and maintain industry networks.
• Carry out benchmarking surveys and market research to support a continual understanding of Brampton’s municipal theatres’ position in its marketplaces strategically, competitively and operationally.
• Identify opportunities that will maximize the commercial potential of the Performing Arts property and assets.
• Develop commercial strategies according to Performing Arts goals and objectives aimed to accelerate growth.

BUDGET SUPPORT

• Provide input on budget requirement to support anticipated business needs.
• Supervise and monitor current budget of expenditures and ensure budget compliance meet necessary financial protocols.
• Use of effective resource and expense management at all times to meet corporate policies and guidelines.
• Assist in setting financial targets and budget development and monitoring
• Oversee operations ensuring the delivery of agreed financial targets through operational efficiency and service optimization.

TEAMWORK AND COOPERATION

• Work well within diverse groups to achieve common goals and objectives that meet operational effectiveness and corporate service standards.
• Demonstrate corporate values at all times.
• Participate as a member of cross-functional team.