Kelsey McGuigan

Similar show roles of the duty manager but also included:

• Hired, trained and supervised team of service staff members to meet business goal
• Responded to customer complaints, addressing concerns, and distress with amicable interactions.
• Responsible for ordering all products for 3 venues and for special events
• Maintaining and balancing both inventory counts and cash
• Used Yellowdog to record ordering data and created organization and room storage system.
• Trained on 2 POS systems (Volante & SpotOn)

• Coordinate and supervise the duties of the unionized patron service team including front of house, food and beverage, merchandise and contract security personnel during performances and private/corporate events to ensure a smooth and professional patron experience during shows and events
• Resolve patron concerns and complaints; escalate as required to include other departments including Box Office and Marketing to ensure best possible customer service model.
• Assist in coordinating the flow of event and performance-related information between internal departments; preparation of show reports, information sheets, shift assignments and other day to day department duties as assigned.
• Ensure safe evacuation of the entire FOH area of the building
• Ensure employee conduct, uniform and personal hygiene requirements are adhered to.
• Complete nightly cash-out procedures ensuring accurate sales numbers for concessions and merchandise sales.
• Prepare nightly reports including house counts, deposits, lost and found and patron’s feedback.
• Present a positive attitude of TO Live both internally & external.

• Operated video cameras in various environments, adjusting settings appropriately for outdoor and studio.
• Produced videos according to client specifications, including desired length, style and pace.
• Worked closely and communicated regularly with clients to understand and capture vision on video.
• Developed creative approaches to video production to create unique and engaging content.

• Review info sheet and disseminate information to the staff.
• Check uniforms at call-time to ensure they are complete/worn according to established standard.
• Prepare Position sheet.
• Schedule & supervise FOH staff breaks.
• Organize and supervise late seating and attend to patron seating issues.
• Handle double seating, liaising with Box Office (if unable to resolve, escalate to Patron Services Manager/Duty Manager).
• Orientation and training new staff; make recommendation to Patron Services Manager, re: probation.
• Supervise FOH staff on the floor throughout their shift.
• Draft post-show report for Patron Services Manager/Duty Manager.
• Respond to theatre attendant’s radio calls; escalate as necessary to Patron Services Manager/Duty Manager.
• Keep track of the theatre attendant’s late arrivals and missed shifts; keep Patron Services Manager/Duty Manager informed.
• Assist in Theatre Attendant duties as needed.
• Supports and assists Head Ticket Taker as needed.
• Supports and assists Patron Services Manager/Duty Manager as needed.
• Assists Patron Services Manager/Duty Manager to ensure safe workplace, meeting health and safety obligations.
• Get feedback from the staff at the end of the show meeting.
• Briefed on and aware of TO Live’s sponsorship obligations and any specific sponsor visits or activities by Patron Services Manager/Duty Manager.
• Liaise with Maintenance as needed.
• Communicate all Operations needs/issues to Patron Services Manager/Duty Manager (ex. Heating, cooling, etc.)
• Communicate all client needs/issues to Patron Services Manager and/or Duty Manager.
• Supervise front entrance in absence of Front Doorperson.
• Maintain Theatre Attendant Codes of Conduct per manual.

Formerly did my placement here from February 2016- April 2016

• Planning events- getting sponsors, vendors and entertainment
• Execution of events - set-up and tear down
• Daily functions of the gallery- sales, cash out

Events worked on: It's All About The Girls, Newcastle's 9th Annual Artists & Artisans Show

• Direct patrons to seats and theatre amenities. Escort patrons requiring assistance.
• Program distribution.
• Scanning tickets.
• Communicating patron concerns to house management in a timely fashion.
• All aspects of customer service.
• Acting as a sales and marketing ambassador to incoming audiences.
• Remain alert to identify any issue/problem in audience such as noise or other inappropriate behavior such as disturbing other patrons or the show, or any emergency, such as sudden apparent illness.