Job Description

Under the general direction of the Entertainment & Booking Manager, this person is an energetic, customer service focused individual who will strive to build, sustain, and manage solid relationships with our show booking stakeholders encouraging them to return to our venue. The Booking & Entertainment Services Host will be responsible for coordinating and providing back-of-house services for all 3rd party clients, internal stakeholders, and live nation partnership stakeholders hosting at The Arena. They will oversee the hospitality for performing artists and execution of all assigned back of house resources requested for events and shows at The Arena in conjunction with the Venue Management Team to drive ultimate experiences and provide unrivaled personalized service to enhance client’s booking experience while ensuring consistency and quality service standards are always met. Ensures adherence to all the Company’s policies and procedures. Above all else, must embrace and be aligned with Great Canadian Entertainment’s culture and philosophy of providing outstanding entertainment experiences.

Key Accountabilities:

Customer Service and Stakeholder Communication:

• Provides a warm, welcoming, and inviting atmosphere for all visitors and artists.
• Responds to general telephone, e-mail and in-person inquiries as required.
• Serve as point of contact to key third-party partners and service providers on show days.
• Maintains positive, open lines of communication with clients and internal departments.

Show Preparation:

• Coordinates the hospitality needs of the artist rider in conjunction with the tour manager on behalf of the venue and Entertainment and Bookings Manager.
• Ensures all invoices/receipts for hospitality related expenditures are submitted to the Entertainment and Bookings Manager for processing.
• Keeps internal departments and talent informed of detailed event requirements prior to and throughout the show day.
• Ensures show hospitality estimates and all entertainment production documents for events are up to date in Tripleseat.
• Assists in coordinating all show setups and floor maps in conjunction with the Front of House Manager and the Entertainment and Booking Manager.
• Assists the Entertainment and Booking Manager with any other aspect of event management, such as advancing and budgeting show needs, including guest list distribution and complementary/VIP ticketing.

Show day Execution:

• Works on all assigned show days within the venue to ensure the smooth execution of events (primarily liaising with artists, clients and event staff)
• Ensures the backstage and areas are set up, clean, and accessible.
• Sets up the green/dressing room with the rider requirements; delivers food and beverage to the band or talent as needed.
• Organizes the pickup and delivery of items during show days or in office hours as required.
• Identifies potential problems, flagging them with Venue Management team (Entertainment and Booking Manager, Box Office and Front of House Manager and Production Manager).
• Negotiates solutions on venue management’s behalf that meet the needs of internal stakeholders, 3rd party clients and tours alike.
• Troubleshoots and resolves issues as they arise during events, within the general guidelines of the venue and venue management team, to ensure overall success.
• Upholds venue service standard and building rules and regulations while maintaining client satisfaction.
• Assists in overseeing merchandise sales and keeping track of split between the show runners and the GCE venue.
• Records incidents and additional charges for shows and events by generating a show service report.
• Performs other duties as assigned.

Post Show:

• Submits show services reports to Entertainment and Booking Manager post show.
• Collects and submits reports from merchants, as well as funds in cash where applicable and submits to the Entertainment and Booking Manager for audit.
• Obtains client surveys and feedback for Customer Relations Management
• Ensures greenroom and dressing rooms are reset.
• Organizes and maintains the hospitality collateral storage room.
• Performs inventory review of food and beverage items in storage.

Education and Qualification Requirements:

• College or University Diploma in a related field; equivalent work experience will be considered.
• Valid full G driver’s license required.
• Smart Serve Certification or the ability to achieve a Smart Serve Certification required.
• CPR and First Aid Training an asset.
• Previous administration experience required.
• Previous experience in hospitality services preferred.
• Previous experience in entertainment venue preferred.
• Computer literacy including efficiency with Microsoft Word, Excel and PowerPoint and Email; experience working with event management software (ex. Tripleseat) an asset.
• Excellent communication and interpersonal skills – a true ambassador for the business!
• Exceptional organizational skills
• A consummate professional with experience
• Self-starter and ability to work independently.
• Thrives on working under pressure – making decisions quickly while under pressure.
• Ability to multi-task and work in a fast-paced environment.
• Experience working with financials and budgets.
• Excellent negotiation skills, team-oriented

Work Environment Conditions:

• Must be physically capable (i.e., work shifts, stand for long periods of time)
• Work within a 24/7 operation with ability to work flexible hours (days, evening, nights, weekends, and holidays)
• Must have employment eligibility in Canada.
• Must be able to drive to run errands to meet last-minute requests from touring crews or production manager when required.