Box Office Manager

BASIC FUNCTION

The Box Office Manager manages the sales of tickets to customers, both by working with customers directly and by training staff to work directly with customers. They are responsible for ticketing set-up, financial report functions, monitoring, and reconciling data. The Box Office Manager must be able to think strategically and manage box office staff through effective leadership and clear communications.

CHARACTERISTIC DUTIES & RESPONSIBILITIES

• Oversees all aspects of ticketing including subscription, single ticket and group sales, complimentary tickets, gift certificates, etc.
• Manages Student Matinee ticketing in coordination with the Education Department
• Maintains knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices.
• Works with Front of House team to ensure a consistent level of customer service standards for all guests.
• Ensures timely responses to guest questions and needs.
• Acts as concierge for all J.J. Flynn Members and members of the Flynn Board.
• Works directly with Programming and Rentals to set up all events (single, subscription, SMS, and others as requested) and discounts in Tessitura.
• Hires and trains box office agents and supervisors on appropriate procedures, software, credit card processing, handling difficult situations with customers, etc.
• Creates department schedules
• Creatively assesses ticketing needs with a focus on accurate reporting of patron data/recommendations, selects, and helps locate appropriate solutions based on customer needs and desires.
• Runs daily sales reports and reconciles with finance. Responsible for counting both electronic and cash transactions.
• Provides audits as needed to external promoters.
• Establishes ticketing and event control procedures to minimize risk to the organization.
• Runs the box office with a high degree of customer service orientation to maintain excellent public relations with the public.
• Demonstrates good judgement by escalating issues to the Director of Sales and Marketing when appropriate.
• Delivers exceptional customer service with an energetic and positive communication style.
• Follows current CBA for Box Office Agents. Advised on CBA negotiations.
• Maintains a professional appearance and manner.
• Works a flexible schedule, with availability during daytime, evening, and weekend hours. Work hours will be based around public service hours.

SUPERVISION EXERCISED

Direct supervision of Asst. Box Office Manager, Box Office Supervisors, and all Box Office Agents

SUPERVISION RECEIVED

Reports to the Chief Experience and Infrastructure Officer

QUALIFICATIONS

• Computer literacy, including experience Microsoft Office. Tessitura or other CRM database experience highly desirable.
• An energetic and positive communication style in person and on the phone.
• Ability to establish priorities, work independently, and proceed with objectives without supervision.
• Willingness to work irregular and flexible hours is required.
• Ability to problem-solve and thrive under pressure.
• Ability to professionally manage confidential information.
• Experience with customer relations in a retail or service industry.
• Experience handling electronic transactions.

This outline illustrates the type of work that characterizes the Job Classification. It is not an all-encompassing statement of the specific duties and responsibilities of, and qualifications for, the individual positions assigned to the Classification.