Box Office & Ticketing Operations Manager

Summary

The Box Office & Ticket Operations Manager is responsible for the management and maintenance of ticket operations, box office operations, functionality, accountability, and customer relations. The BO/TO Manager will provide sales support and reporting of Blue Man Group events occurring at the Charles Playhouse. The Charles Playhouse consists of a lounge and two performance spaces; a 200-seat theater which is the former home to the comedy whodunit Shear Madness and a 500-seat theater that is home to the long-running smash hit Blue Man Group.

Duties and Responsibilities

• Oversee the box office staff in the follow duties:
  • Creating weekly, quarterly and yearly sales forecasting providing specific analysis of single ticket, group, and third-party sales trends.
  • Monitor the advance sales and consult with Box Office Manager regarding inventory, providing recommendations on pricing, releases, holds, special offers, promotions, and discounts.
  • Hiring, training and scheduling box office staff.
  • Preparing all box office reports, wraps, box office statements, and other reports as needed and ensuring they are executed in a timely and accurate manner.
  • Box office accounting; including daily operator reconciliations, end of day balancing, and cash deposits.
  • Building of performances and checking for accuracy of all pertinent information.
  • The fulfillment of house seats, comps, and trade requests.
  • Communicating with Ticketmaster to build performances and promotions, schedule on-sales, and resolve issues.
  • Management of the ticket trade process.
  • Billing and reconciliation with third-party ticket sellers.
  • Establishing and implementing standards of customer service.
• Sell and process individual ticket sales both in person, over the phone and via mail.
• Monitor and maintain all ticketing processes and activities including, but not limited to, window sales, phone orders, group sales, gift certificates, hotel concierges, and third-party partners.
• Work closely with multiple departments/companies.

Supervisory Responsibilities

The Ticket Operations/Box Office Manager directly supervises approximately 10 employees. The TO/BO Manager carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include, but are not limited to:

• Interviewing, hiring, and training employees.
• Planning, assigning, and directing work.
• Managing performance.
• Providing recognition and feedback to employees.
• Addressing complaints and resolving concerns.
• Ensure that no box office personnel:
  • Knowingly engages in obtaining tickets for a ticket agency, broker, scalper, or their agents.
  • Knowingly discloses confidential information with respect to availability or release of ticket from hold status to any ticket agency, broker, scalper, or their agents.
  • Solicits or accepts any cash or other payment, or any form of remuneration or consideration, in exchange for the sale of tickets.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Cooperation
  • Establishes and maintains effective relationships.
  • Active listener.
  • Offers assistance and support to co-workers.
  • Works cooperatively in group situations but is successful when working independently.
• Adaptability
  • Able to work around unexpected changes of circumstance or workload.
  • Modifies a planned course of action based on new circumstances.
  • Changes communication style to achieve the best results.
• Functional Competencies
  • Looks for ways to improve and promote quality.
  • Demonstrates accuracy and attention to detail.
• Team Orientation
  • Fosters team cooperation.
  • Understands team roles and responsibilities.
  • Supports group problem-solving.

Qualifications aka KSAOs

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Should possess skills in areas such as math and basic accounting, delegation, communication, and attention to detail.

Education and/or Experience

• Candidates for this position will have at least 1 year experience in in a box office or in-person sales environment and must be extremely customer service oriented.
• Ideal candidates will be proficient in Microsoft Excel and have solid knowledge of Microsoft Word.
• At least 1 year of experience with ticketing software is required, experience with Archtics and Ticketmaster is preferred.
• A 4-year degree in Arts Administration or Management is preferred, but not required.

Communication Skills

• Ability to read, analyze, and interpret financial statements and sales projections.
• Ability to respond to common inquiries or complaints from customers, staff members, partners, or members of the industry.
• Ability to create financial reports that conform to prescribed style and format.
• Ability to effectively present information to customers.
• Ability to provide consistent communication to Box Office Manager and Associates.

Critical Thinking

• Multiple projects and responsibilities must be managed at the same time, requiring prioritization of duties and the proper delegation of work to guarantee timely and efficient outcomes.
• Proactively use slower periods of time to improve work, take on archiving projects, and general office organization.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to:

• The Ticket Operations / Box Office Manager works some nights and weekends, including holidays when there are performances at the Theatre.
• Must be able to stand and/or sit for extended periods of time.
• Must be able to work extended and irregular hours according to performance schedule.
• Must able to lift and carry 50 lbs.