The FOH Supervisor is responsible for providing excellent customer service to patrons and clients attending performances or events at The Citadel Theatre. They are responsible for managing Front of House Staff and Volunteers on shift, and coordinating Front of House, Bar, and Box Office operations, and the Back of House/Stage Management Team.
The Citadel Theatre is an Edmonton-grown cultural cornerstone and a leading force in Canadian regional theatre, celebrated for bold, imaginative productions that deeply resonate with our local community while contributing to the national artistic conversation. As one of the largest not-for-profit theatres in North America, the Citadel attracts audiences from Edmonton and communities across central and northern Alberta.
KEY ACCOUNTABILITIES
- Patron Ingress and Egress:
- Use and troubleshoot ticket scanners to assist with scanning patrons’ tickets.
- Solve seating issues including but not limited to double seatings, patrons wishing to move, and patrons who cannot get to their seat.
- Know the theatre and building layouts and important locations within the complex.
- Allow or disallow entry to the theatre as needed.
- Facilitate the entry of latecomers.
- Patron Experience:
- Ensure a positive patron experience.
- Answer and address patrons’ questions, comments and concerns.
- Have a thorough knowledge of the Citadel Theatre’s Season and other events in the building
- Pass patron feedback to management.
- Suggest and implement changes to improve patron experience.
- Safety:
- Have a thorough knowledge of emergency and safety procedures.
- Be a first responder in emergencies both inside and outside of theatres and provide first aid to those in need.
- Maintain and ensure adherence to health and safety rules according to emergency response plans.
- Reporting:
- Complete, file and distribute reports as needed, including incident reports and show reports.
- Staff Supervision:
- Establish positive relationships with Front of House staff and volunteers.
- Ensure staff and volunteers complete the tasks assigned to them.
- Schedule and log volunteer hours.
- Communicate with volunteers about upcoming shifts, missed shifts, or other needed communications.
- Monitor the volunteer email.
- Address inappropriate staff or volunteer behaviour.
- Other tasks as required and assigned.
- Use and troubleshoot ticket scanners to assist with scanning patrons’ tickets.
- Solve seating issues including but not limited to double seatings, patrons wishing to move, and patrons who cannot get to their seat.
- Know the theatre and building layouts and important locations within the complex.
- Allow or disallow entry to the theatre as needed.
- Facilitate the entry of latecomers.
- Ensure a positive patron experience.
- Answer and address patrons’ questions, comments and concerns.
- Have a thorough knowledge of the Citadel Theatre’s Season and other events in the building
- Pass patron feedback to management.
- Suggest and implement changes to improve patron experience.
- Have a thorough knowledge of emergency and safety procedures.
- Be a first responder in emergencies both inside and outside of theatres and provide first aid to those in need.
- Maintain and ensure adherence to health and safety rules according to emergency response plans.
- Complete, file and distribute reports as needed, including incident reports and show reports.
- Establish positive relationships with Front of House staff and volunteers.
- Ensure staff and volunteers complete the tasks assigned to them.
- Schedule and log volunteer hours.
- Communicate with volunteers about upcoming shifts, missed shifts, or other needed communications.
- Monitor the volunteer email.
- Address inappropriate staff or volunteer behaviour.
REQUIRED QUALIFICATIONS
- 2 to 3 years of customer service experience.
- Proficiency in Microsoft Suite.
- Standard First Aid – Level C CPR & AED Certification, or the willingness to be certified.
- AGLC ProServe Certification, or the willingness to be certified.
- Excellent verbal and written communication skills.
ADDITIONAL REQUIREMENTS
- Ability to work flexible hours (evenings, weekend, and holidays).
- Ability to lift up to 25lb.
COMPENSATION
Hourly Wage: $19.00
TO APPLY
Qualified applicants are encouraged to email their resume and cover letter to Human Resources at humanresources@citadeltheatre.com by June 15, 2026.
We appreciate your interest in this opportunity. Only candidates selected for the next stage will be contacted.
The Citadel Theatre is committed to having our team reflect the community it serves and actively welcome applicants from diverse and equity-seeking backgrounds. The Citadel also endeavors to create and guard a culture of respect and cooperation with all staff, artists, colleagues, volunteers and internal/external parties.
The Citadel Theatre team lives, works, and creates in Amiskwaciwâskahikan (Edmonton), on Treaty No. 6 territory and the traditional and contemporary homeland of the Nehiyawak, Saulteaux, Stoney Nakoda, Haudenosaunee, Niitsitapi, Inuit, Dene, and Métis. We express deep gratitude for the knowledge that has long nurtured these lands. Treaty No. 6 was created with the intention of fostering harmonious co-existence. The Citadel recognizes our role and responsibility in being an active participant in reconciliation. In the spirit of reciprocity and respect, we seek to uphold the original intent of the Treaty and strive to create a shared narrative that honors our responsibility to this land and to each other.