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Summary: The Box Office Manager will control all ticket inventories and oversee the processing of orders and payment. Utilizing ticketing software, he/she will create ticketing for events and financial reports; manage and participate in the development and administration of an annual budget; direct the forecast of additional funds needed for staffing, equipment, materials and supplies; direct and monitor expenditures. The Box Office Manager is responsible for the selection, training, motivation and evaluation of all Box Office personnel, and the management of all aspects of customer service related to internal and external customers.
Essential Job Functions:
Build all events in the ticketing system, including seating manifests, price tables, holds/kills, discounts, pre-sales, etc.
Oversee all financial reconciliation in regards to daily reports, monthly reports and event settlement
Manage all information being sent and posted through ticketing system
Act as systems administrator for ticketing system and liaison between staff, promoters, presenters and the facility
Responsible for system upgrades, occasional testing of new software and routine maintenance and trouble-shooting
Prepare all ticketing reports for and work with tenants on system training and related premiums services ticketing
Update and relay all box-office related event information to each department and client
Investigate and resolve ticket-related issues
Responsible for season ticket renewal mailings, processing of season ticket monies and printing/mailing of season tickets
Responsible for all season ticket holder customer service related to upgrades, priority point systems, etc.
Responsible for the collection of all ticket monies, tracking of accounts payable/receivable and preparation of sales reports/ticket revenue updates
Work with sales and marketing departments to set up various ticket discounts and promotions
Oversee will call for all ticketed events, ensuring compliance to all relevant ticket laws
Process/fill approved charity tickets requests; document all complimentary tickets issued
Track attendance for all events, including pre-sales, walk-ups, promotions, discounts, etc.
Process donor seat selection and retention
Management of all aspects of customer service as it relates to both internal and external customers, enforcing HYD principles and corporate initiatives
Direct the creation and control of fiscal budget for the Box Office department
Plan, organize, and coordinate the Box Office efforts for a public assembly facility, stadium, arena or convention center
Develop and implement comprehensive ticket sales programs
Plan, direct, and evaluate the work of others
Provide leadership for Box Office personnel
Establish and maintain effective working relationships with internal/external customers
Analyze challenges, identify alternative solutions, project consequences of proposed actions and implement recommendations in support of organizational objectives
Communicate clearly and concisely in the English language, both orally and in writing
Comprehend and make inferences from written sales materials
Make basic arithmetic calculations (addition, subtraction, multiplication and division) either manually or through the use of a calculator
Work a flexible schedule including early mornings, days, evenings, overnight, weekends, holidays, extended (long) work days and extended numbers of days
Exercise confidentiality and integrity upon handling personal and financial customer information
Nonessential Job Functions:
Perform other duties as assigned.
Bachelor’s Degree from an accredited college or university with major coursework in business management, sports management, business administration or other related field
Minimum of 2- 4 years of increasingly responsible box office/ ticketing experience, preferably with a sports facility, convention center, performing arts facility or other multi-purpose public assembly facility
Ability to work beyond normal business hours as required, based on event calendar
Strong listening skills and oral and written communication skills
Knowledge of operational characteristics, services and activities of stadium, arena, public assembly facility or convention center sales programs
Proficiency in Microsoft Office applications and word processing, spreadsheets, database, presentation, graphic design, PowerPoint and Internet software
Familiarity with ticketing software
Knowledge of terminology used in box office/sales settings
Knowledge of principles of budget preparation and control
Intellectual/Social, Physical Demands and Work Environment:
The intellectual/social, physical demands and work environment characteristics 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 essential functions of this job, the employee is continuously asked to multi-task under time limits. Position requires constant attention to precise details and accuracy of specified standards including: following simple to complex (more than 3 steps) instructions, and concentration which frequently extends beyond 30 minutes at a time. Employees in this role will constantly be in leadership role; this requires directing others either verbally or in writing to complete tasks in prescribed time frame. This position also requires constant use of interpersonal skills including: ability to direct/motivate/inform staff and foster collaboration, being able to recognize and resolve conflicts, being able to openly communicate in writing and verbally with clients.
While performing the essential functions of the job, the employee constantly operates a computer and other office devices such telephones, copy machines, fax machines, etc; occasionally moves about inside the office to access storage areas, cabinets and office machinery; constantly moves about the arena and event sites before, during and after events to service clients and supervise staff; constantly communicates via telephone, email and in-person with others to exchange accurate information.
The duties of this position are performed indoors and occasionally outdoors in the weather conditions prevalent at the time. The noise level in the work environments is usually moderate to loud during events and minimal during non-event times.