Application Deadline: June 21st, 2026
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.
The Part-Time Ticketing Services Supervisor oversees box office operations and ticketing services for events at Roy Thomson Hall and the Allied Music Centre, ensuring smooth ticket sales and a high standard of patron service. The role involves supervising front-line staff, resolving customer issues, coordinating with internal teams and clients, maintaining accurate reporting, and supporting efficient event execution in a fast-paced, live entertainment environment.
Key Responsibilities
Patron Service
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Ensure exemplary patron service is provided by staff at all times
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Ensure staff are knowledgeable about the specific details of each event
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Identify opportunities to improve service levels and make recommendations
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Resolve patron complaints
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Provide back-up to Customer Service Representatives (CSRs) when required
Event Ticketing
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Provide reports and event settlements to box office management, internal clients and external clients as required and ensure accuracy in reporting
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Discuss unique client requirements with box office management team
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Oversee sales and distribution of tickets to public and private (promoter) sales
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Maintain positive, open lines of communication with promoters, clients and internal departments with respect to box office issues
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Maintain and update show notes and end of shift messages to ensure complete event history
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Act as a resource for internal departments and external clients
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Provide input to development of policies
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Provide feedback to management with respect to client and patron comments and concerns
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Work in collaboration with department management team to optimize operational processes and procedures
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Monitor ticketing system and liaise with ticketing system support staff and department management to resolve problems
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Provide ongoing direction and coaching to CSRs when needed
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Create a positive working environment through establishing open communication with staff and role modeling the desired standards of professionalism, teamwork and patron service
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Communicate corporate, health and safety and human resources policies
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Identify potential problems and report to management, developing solutions wherever possible
Qualifications
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Minimum of 2-3 years Ticketing experience
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Completion of High School
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Knowledge of the Tessitura database or other ticketing software is considered an asset
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Must have the ability to work flexible hours, weekends, evenings as required
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Demonstrated ability to deliver superior customer service
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Excellent interpersonal, communication, analytical and problem-solving skills
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Ability to prioritize workload and work independently
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Excellent written and verbal communication skills
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Proficiency with MS office software
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Experience working within the performing arts industry
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Self-motivated team player with high energy and ability to work independently
Core Competencies
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Leadership & Team Development
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Communication & Customer Focus
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Adaptability & Stress Management
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Problem Solving & Decision Making
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Creativity & Innovation
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Accountability, Ethics & Integrity
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Results & Quality Orientation
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Coaching, Mentoring & Staff Management
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Negotiation & Stakeholder support
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Regulatory Compliance
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Analytical & Mathematical Reasoning
Work Conditions
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Work flexible schedule, including day, evening, weekend hours and holidays, as required
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Manual dexterity required to operate computer and peripherals
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Interacts with patrons, employees and management
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Competing priorities with medium-high control over individual priorities
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Moderate-high levels of considerable mental concentration
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Sitting, standing, lifting and walking on occasions to both venues
Additional Information (if applicable): This role is based in Toronto with a combination of remote work and on-site presence 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.
