Cinema Front of House Staff

JOB DESCRIPTION

Cinema Front of House Staff at the Hot Docs Ted Rogers Cinema play a vital role in delivering exceptional customer service across both box office and concessions. This position involves preparing and serving concessions, ticket sales, processing memberships and reservations, and maintaining the presentation of the Cinema. Front of House staff ensure a welcoming, accessible, and seamless experience for all guests, whether interacting in person, online, or by phone.

This position is unionized and represented by IATSE Local B-173. More information can be found at iatseb173.ca.

KEY RESPONSIBILITIES

Customer Service & Sales

• Greet and assist guests with ticket and concessions purchases in a friendly, professional manner.
• Provide information and recommendations on films, seating, pricing, and menu items, including allergen content.
• Resolve patron concerns or errors efficiently and escalate when appropriate.
• Ensure equitable, barrier-free access and service for all patrons.
• Monitor and respond to customer inquiries via phone and email.

Box Office & Ticketing

• Sell tickets, memberships, and packages in person, by phone, and online.
• Process reservations and manage seat allocations using box office software.
• Accurately handle cash, debit, and credit transactions and issue receipts.
• Perform end-of-day reconciliations and generate sales reports.

Concessions & Hospitality

• Prepare and serve snacks and beverages efficiently and hygienically.
• Maintain attractive product displays and ensure adequate stock levels.
• Clean, stock, and organize the concessions bar and related areas before and after shifts.

Facility Presentation & Support

• Ensure cleanliness and order in all cinema areas, including lobby, washrooms, and theatre spaces.
• Support special events, high-traffic periods, and promotional activities.
• Assist with the preparation and distribution of promotional materials and schedules.

Systems & Equipment

• Operate and maintain point-of-sale and box office software and hardware.
• Report technical issues or inventory shortages promptly.
• Follow all operational, accessibility, and health and safety protocols.

KEY REQUIREMENTS

• Previous experience in a customer service, food and beverage, hospitality, box office, cinema, or Front-of-House position is strongly preferred.
• Exceptional communication and interpersonal skills, with a talent for creating a welcoming and friendly atmosphere.
• Adept at navigating escalated circumstances with a variety of audience segments including patrons, volunteers, industry delegates, and staff.
• Proficiency and experience in the use of ticketing CRMs or software, particularly Agile, is an asset.
• Familiarity with Moneris, other credit card processing software and devices, as well as the handling of cash is an asset.
• A collaborative and supportive work ethic and commitment to barrier-free access and supporting the needs of all guests
• Ability to stand for extended periods and lift up to 25 pounds and carry items up and down stairs.
• A flexible approach to working hours including evening and weekends.
• Must be SMART Serve certified.
• High school diploma or equivalent.
• First Aid and Ontario Food Handler certifications are assets.

APPLICATION

Please forward a cover letter and resume to: Giulia Mandel
Email: gmandel@hotdocs.ca
Subject Line: Hiring Committee – Temporary Cinema Staff
Deadline: June 12, 2025

Please forward a cover letter and resume to: Giulia Mandel
Email: gmandel@hotdocs.ca
Subject Line: Hiring Committee – Temporary Cinema Staff
Deadline: June 12, 2025
No phone calls, please.