Ticket Office Performance Manager
Under limited supervision, the Ticket Office Performance Manager performs supervisory and administrative work involving oversight of the day-to-day operations of the Ticket Office. This position serves as assistant to the Director of Ticketing Services and may be designated to perform the duties of that position in their absence. Work involves being the main person in charge during ticketed events, building events and running reports in the ticketing system, assisting with show settlements when needed, processing mail and telephone orders, training and directing permanent and hourly cashiers, preparing fact sheets, and dealing with problems and unusual situations.
This position requires non-traditional work hours, including regular weekend and evening shifts.
Essential Duties and Responsibilities
To successfully perform this job, the individual must be able to perform each essential job function satisfactorily. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.
1. Manages the office for ticketed performances. Works closely with front of house, tech, maintenance, and security staff to ensure successful event experience for all Overture patrons. Interacts with resident companies, promoters, artist management and other event presenters as needed to issue requested tickets, ensure adherence to ticketing plan, and solves any problems that arise. Assists Ticket Office staff with questions about events, pricing, and offers; ensures excellent customer service; troubleshoots software or hardware glitches including with ticketing website; and handles any number of challenging situations.
2. Supervises the activities of the Ticket Office staff. Assists the Dir. Of Ticketing Services with personnel activities relating to Ticket Office staff. Generates and manages work schedules and assists the Dir. Of Ticketing Services in developing written policies and procedures. Supplements the supervisory activities of the Dir. Of Ticketing Services (often during extended hours) as appropriate. Assists with preparing information for ticket office staff for each Overture Center event for which tickets are sold. Updates cashiers daily on such things as new shows, special offers, etc.
3. Assists the Dir. Of Ticketing Services and the Group Sales Manager with customer service and administrative tasks such as monitoring and maintaining Ticket Office customer service, fulfilling subscription orders, and assisting in the management of the subscription order process, facilitating resolution of customer inquiries and issues, developing, and maintaining information systems, setting up new shows in the ticketing system, and other tasks to ensure high quality Ticket Office operations.
4. Works with resident companies and Overture consortium members to facilitate their successful use of Tessitura and maintain necessary records and reporting. Oversees and processes resident exchanges and other related transactions.
5. Provides oversight on financial transactions of the office. Completes batch reconciliation at closing each day and prepares batch report accounting for all cash and checks received. Occasionally handles patron services and development cash deposits and prepares cash advances according to artist contracts.
6. Works with outside event presenters and promoters to prepare and distribute night of show ticket reporting and to coordinate complimentary tickets, fan club tickets, VIP experiences and other special needs.
7. Performs related work as required including performing with an emphasis on sales (up-selling, cross-selling, donations, and subscription sales).
Qualifications
The requirements listed below are representative of the knowledge, skills, and/or abilities required to successfully perform this job.
Education:
Bachelor’s degree or Equivalent in education and related experience
Experience:
2 years professional experience in box office ticket sales involving administrative (recordkeeping, cash handling, and computerized systems) and leadership (training, scheduling, coordinating activities) responsibilities
Knowledge, Skills, and Abilities:
Working knowledge of directly-related computerized ticket office software (preferably Tessitura), techniques, and equipment
Working knowledge of methods of handling, accounting for, and maintaining records of money and tickets received and disbursed money handling, customer relations, and sales skills and ability to teach these skills to others
Ability to maintain accurate records and reports
Ability to communicate effectively both orally and in writing and to maintain public and working relationships
Physical Effort and Working Conditions
The requirements and conditions described below are representative of the general environment the employee is exposed to on a day-to-day basis while performing this job.
Manual Dexterity:
Must be able to operate a computer and telephone, and have sufficient dexterity to count and handle cash transactions
Physical Effort:
Ability to sit or stand for up to 8 hours per day
Equipment Used:
Computer, telephone, cash drawer, credit card machine
Working Conditions:
Required to work on a computer 5-7 hours per day