Work in conjunction with Box Office Manager to supervise all box office operations by providing unsurpassed service in order to maximize guest satisfaction and revenue opportunities.
I. Supervision of the Department
Maintain all events at Citizens Bank Opera House on Ticketmaster Host and Archtics ticketing systems as instructed by box office manager (holds / internal buys / pre & onsale, etc).
Supervise and/or work box office at events as required
Ensure the box office is providing superior customer service to the consumer.
Provide a positive team environment within the department
Work with Box Office manager to place holds, process orders & release tickets in a timely fashion.
Interact positively and communicate effectively with all ticketing staff, road tour company management, local presenter and Corporate Office.
Exhibit proper interdepartmental communication and organization.
Assist with answering phones and selling tickets for walk-up transactions daily.
Assist in ensuring appropriate staffing levels on all events. Assist in recruitment and hiring of staff, ensure that hiring/disciplinary/termination standards follow all Live Nation guidelines.
Work with box office manager to appropriately respond to patron issues.
Create, maintain & organize box office show files & logs.
Perform other duties as assigned by manager.
Act as lead in box office managers absence.
Follow box office management procedures to comply with internal audits.
II. Financial Performance
Coordinate with box office manager & accounting to provide accurate daily reconciliation of all ticket sales, deadwood, reporting, receipts & deposits.
Responsible for assisting box office manager in ordering, accounting and depositing of cash, including box office receipts, etc.
Reconciliation and accounting of all ticket sales for each ticketed event.
Create weekly staff and show schedules.
Balancing and reconciliation of all seller cash drawers, show days and non-show days.
III. Event Responsibilities
Work with box office manager to oversee communication between all critical parties to ensure accurate completion of ticket counts, event builds, inventory management, and all other box office processes leading up to, and through the actual event.
Assist box office manager to maintain and modify all ticketed events in Ticketmaster - manage show inventory as required, including event builds and hold management.
Work with venue management to monitor and maintain all ticketing computers, software, and hardware.
Maintain superior customer service both in person and over the phone.
Organize day/night of show operations
Interact with management when necessary for ticket purchases.
Help to keep an accurate and timely flow of show and general venue information both inter-departmentally, and to the general public.
Attend internal and external meetings as required.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
MUST be proficient in using the Ticketmaster host and Archtics systems; manager level skills required.
Minimum two years Box Office / Ticketing supervisory or management experience required.
High School Diploma required. College Degree preferred.
Proficient typing skills required.
Ability to provide leadership, engage in positive interaction with staff and guests, prioritize, organize, motivate staff, problem solve, delegate, follow-up, communicate and diffuse possibly volatile situations with tact.
Skill and working knowledge of computerized ticketing operations and software (Ticketmaster and Archtics), Microsoft Word, Excel, Outlook, and PowerPoint), guest relations & phone etiquette, long term and immediate decision making, verbal / written communication, accounting / cash management procedures.
Ability to multi-task daily, be organized, detail oriented, self-driven, forecast issues and handle last minute projects to meet deadlines.
Ability to work flexible hours, including nights, weekends, and holidays.