Supervisor, Events (Arts Entertainment Venues)

Supervisor, Events (AE Venues)

Job Status:
Permanent Full-Time
Pay Grade:
$83,++7 – $104,++7 annually Grade: + (under review)
Hours of Work:
35 Hours per week
Initial location:
Conrad Centre for the Performing Arts (CCPA)
Posting period:
May 8 to June 1, 2025 @ 6:00 p.m.

Overview
Arts Entertainment is a newly formed division that sits within Economic Development and includes three units – Arts Creative Industries, Special Events, and Arts Entertainment Venues (AE Venues). The AE Venues team is responsible for providing venue management and operational support to the arts and entertainment venues owned by the City of Kitchener.

Initially reporting to the Director of Arts Entertainment, the Supervisor of Events (AE Venues) acts as an account manager and primary contact for event organizers and presenters/promoters at the Conrad Centre for the Performing Arts (CCPA) and other City-owned-and-operated arts and entertainment venues (e.g., Victoria Park Pavilion/VPP). Ensuring seamless experiences and successful event execution from start to finish, this role plays a critical part in fostering a vibrant community by supporting performing arts and entertainment events.

The Supervisor of Events works closely with other internal full-time and part-time staff (e.g., Special Events, Arts Creative Industries, etc.) as well as external parties (e.g., production companies, vendors, etc.) to produce and facilitate events that ultimately contribute to the quality and economic wellbeing of the City. Working hours will likely increase during peak seasons and periods of high demand for events, shows, and bookings.

Responsibilities
Provide venue management support to arts organizations, presenters, promoters, renters, and event organizers as they use the CCPA and other AE Venues (e.g., Victoria Park Pavilion) to bring their events to life.
Responsible for the oversight and execution of events, leading a team that delivers exceptional experiences to presenters, patrons, and all invested groups.
Overarching support to users as they work through the contracting, operations, and event services steps, including event file administration, staffing, emergency procedures, food and beverage needs, etc.
Responsible for managing all aspects of the event file, including the rental agreement, certificate of insurance, event timeline, seating charts and diagrams, production riders, ticket scaling and other ticketing reports, required permits, event settlement sheets, staffing schedule, incident reports, post-event evaluation, etc.
Maintains a high level of professionalism and courtesy with all user groups, and acts as a primary point of contact with artists, vendors, staff, clients, etc.
Once an event is firm in the yearly calendar, the Supervisor of Events becomes the primary contact for presenters and organizers and is responsible for advancing events in other markets, when required.
Involved in the preparation of contracts and supports contract fulfillment (i.e., understands technical and production riders).
Works with the user to confirm ticketing needs with the box office.
Coordinates event services (e.g., front of house staffing, food and beverage services, etc.).
Leads crowd management planning discussions to ensure that patrons, staff, talent, and all invested groups are safe while on the premises.
Develops and enforces safety protocols, crowd management, and emergency response procedures with corporate security and Facilities Management (FM).
Collaborates with corporate and third-party security personnel, when required, to maintain a safe environment during events.
Directly supervises the work of front of house Event Attendants (Arts Entertainment), with full responsibility for interviewing and selection, orientation and training, guidance and direction, and performance management up to and including recommending termination.
Answers questions from staff after regular business hours.
Creates short- and long-term staffing plans with the Arts Entertainment management team.
Reviews the yearly planner of the CCPA and works with the Supervisor of Venue Services to maximize utilization and revenue while reducing operating costs.
Develops and fosters relationships with existing and potential users to retain business.
Tracks facility usage and other Key Performance Indicator (KPI) data; creates reports to support recommendations for opportunities and/or process efficiencies.
Supervises accounts payable and receivable, monthly variance reviews, and financial reporting functions for facility event contracts and rentals.
Plans and leads a variety of management and staff meetings to establish and maintain a team culture of communication.
Develops best practices and procedures to engage and inspire staff; ensures staff works together to provide high levels of customer service.
Resolves escalated concerns and responds to inquiries, complaints, and requests.
Problem solves and responds to escalated facility rental and event complaints.
Acts as “Manager on Duty (MOD)” during events, supervising staff and directing escalated issues for the venue (e.g., negative behaviour, building operation emergencies, etc.).
Directly responsible for leading staff and patrons during emergency procedures (e.g., building evacuation, medical emergency, etc.).
Assists with preparing operating and capital budgets.
Proposes fees and charges in accordance with Council directed target percentages and local industry benchmarks.
Provides direction and recommends action to staff on health and safety issues.
Performs work in accordance with/under the guidance of City of Kitchener policies and procedures, the Ontario Health Safety Act, the Human Rights Act, multiple collective agreements, the Employment Standards Act, and the Accessibility for Ontarians with Disabilities Act.
Maintains a healthy and safe workplace, while supervising and building a team culture that emphasizes inclusion, accessibility, and respect.
Inspires and motivates a diverse team, fostering a collaborative and inclusive work environment. Mentors new staff (e.g., part-time and co-op students).
Plans, implements, and supervises new and revised legislation, regulations, policies, and procedures.
Supports facility-related programs including safety plans, housekeeping standards, security procedures.
Implements efficient operational processes and utilizes data analytics to optimize performance and make informed decisions.
Provides back up for the Director on a rotating basis.
Performs other related duties as assigned.

Requirements
Minimum 3-year degree or diploma in a related field.
Minimum 4-7 years of related experience in the sector, managing events in arts and entertainment facilities.
Experience working with a variety of event types (i.e., music, theatre, dance, film, comedy, commercial, corporate, community, etc.).
Skill in managing the long-term, seasonal use of an arts and entertainment venue.
Experience administering scheduling changes and planning for staffing and facility use.
Experience with event management software and digital ticketing platforms.
Experience leading, managing, motivating, and training staff.
Communication skills and human relations skills to build and maintain professional relationships.
Knowledge of production software for effective communication with technical teams.
Knowledge of lighting, sound, and AV systems commonly used in performing arts venues, as well as an understanding of production schedules and workflows.
Knowledge of employment, labour, and health and safety legislation (e.g., Ontario Health and Safety Act).
Knowledge of the Accessibility for Ontarians with Disabilities Act (AODA).
Ability lead projects, demonstrate strong communication skills and fostering productive working relationships with a variety of invested groups.
Ability to prioritize work and function with limited to no onsite direction or supervision.
Organization and administrative skills to coordinate work, file event notes, schedule staffing, etc.
Advanced proficiency in Microsoft Office, including Excel, Word and PowerPoint.
Ability to support and project values compatible with the organization and to participate as an effective team member.
Excellent leadership skills, decision-making skills, self-awareness, and emotional intelligence; the patience to teach, inspire, and motivate; the ability to creatively solve problems and be resourceful.
Ability to travel to various locations across the City.
Reliable with good attitude and employment record.
Subject to operational requirements, you will be required to work evenings, weekends and/or holidays, and may be required to be on-call, on a rotational basis.

Department/Division:
Development Services, Economic Development
Group:
Non-Union/Management
Competition Number:
2025-16+
Job Code:
1537
Number of positions:
1

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