Box Office/Ticketing Manager - Project Erik

Job Title: Box Office/Ticket Manager

Location: 57th and Broadway

Department: Box Office

Position Type: Full-time

Target Start Date: Beginning part-time March, 2025; moving to full-time in May/June, 2025

Salary: $70-80k/year



Position Summary:

The Box Office/Ticket Manager is responsible for overseeing the daily operations of the ticketing and Box Office services of an immersive, promenade-style musical attraction. This includes managing ticket sales for shows and events, handling customer service inquiries, ensuring a smooth guest experience, and supervising box office staff. The ideal candidate will have excellent organizational and communication skills, a strong customer service focus, and experience with ticketing systems and processes.



Key Responsibilities:



Ticket Sales Management:

-Oversee the sale of tickets for all events, both in-person and online, ensuring proper handling of transactions.

-Coordinate ticket pricing, promotions, and group sales with the marketing and events teams.

Maintain accurate records of ticket sales and distribute reports as needed.



Box Office Operations:

-Supervise daily operations of the box office, ensuring efficient opening and closing procedures.

-Manage box office staff scheduling and ensure the team is trained on ticketing policies, customer service standards, and safety procedures.

-Address and resolve any technical issues with ticketing software, including troubleshooting and escalating to IT support when necessary.

-Along with General Management and Company Management, generating and enforcing a set of Standard Operating Procedures to govern box-office systems and provide reference for day-to-day Box Office operations.



Customer Service:

-Provide excellent customer service to patrons in-person, over the phone, or via email, answering inquiries related to ticket availability, event information, and refunds.

-Assist patrons with seating requests, special accommodations, and handling any customer complaints or issues in a professional manner.

-Process exchanges, refunds, and cancellations in accordance with venue policies.



Event Coordination:

-Collaborate with event coordinators, promoters, and marketing teams to ensure ticketing needs are met for each event.

-Provide on-site support during events, including managing will-call ticket pick-up and ensuring smooth entry for guests.

-Monitor and report on ticket sales progress and advise on sales strategies for high-demand events.



Inventory and Financial Oversight:

-Maintain an accurate inventory of tickets, ensuring proper stock levels and accounting for all ticket types; may also include merchandise management etc.

-Oversee cash handling procedures, ensuring that all transactions are recorded accurately and in compliance with financial policies.

-Assist with reconciling box office revenues after each event and prepare financial reports for accounting; may also include merchandise revenue



System Management:

-Ensure the ticketing system is up-to-date and functioning properly, including inputting event details, ticket tiers, and pricing.

-Maintain knowledge of ticketing trends and technology to ensure the venue stays competitive and innovative.



Staff Management:

-Assist in the identification of potential box office staff and work with General Management to hire and onboard box office staff; may also include merchandise staff

-Train, manage, and motivate box office staff, creating a positive and productive work environment; may also include merchandise staff

-Ensure all staff adhere to company policies, including attendance, dress code, and professional conduct.



Qualifications:



Education: High school diploma or equivalent required; Bachelor's degree in business, communications, or a related field is preferred.



Experience:

-Minimum of 2-3 years in a box office or ticketing management role, preferably within a live events or entertainment venue.

-Experience with ticketing software systems (e.g., LineUp, Ticketmaster, Tessitura) is a must.



Skills:

-Strong leadership and supervisory skills.

-Excellent communication and interpersonal skills.

-Ability to multi-task and work under pressure in a fast-paced environment.

-Detail-oriented with strong organizational skills.

-Knowledge of basic financial principles and cash handling procedures.

-Fluent with technology and digital infrastructures



Physical Demands:

-Must be able to work flexible hours, including nights, weekends, and holidays, depending on event schedules.

-Ability to lift and carry boxes and equipment as needed.



Preferred Qualifications:

-Experience in live entertainment or concert venues, and Broadway/Off Broadway venues.

-Being bilingual (Spanish/English) is a plus.



Working Conditions:

-Work in a dynamic, fast-paced environment, especially during high-traffic events.

-Interact with diverse groups of people, including patrons, performers, and staff.




Salary: $70,000-$80,000