THE TEAM
The support and operations team is responsible for the delivery of exceptional ticketing service to clients (Venue & Promoter) through the effective management of client requirements. Working closely and collaboratively with both clients and internal stakeholders ensures that systems and processes are delivered to provide a positive client experience. The support and operations team are key to maintaining strong client relationships and play a critical role in the development and implementation of ticketing strategies to maximize sales.
THE JOB
The Box Office Manager provides general support and coordination to various functions within the support and operations team. Reporting to the Head of Box Office, the primary responsibilities will include Box Office resource management, rostering & event coordination. Additionally, the role will provide a range of coordination and support functions including but not limited to outlet coordination & administration support.
What You Will Be Doing
Liaise with Client Managers to ensure that adequate staffing resources are available.
Undertake recruitment activities for Box Offices as required.
Roster Box Office employees to ensure business needs are met, taking into consideration both agreed service levels and budgetary costs.
Lead the new employee onboarding process and ensure all mandatory new starter training is complete.
Respond to ad-hoc roster change requests, ensuring amendments are recorded and clearly communicated to staff and internal stakeholders.
Complete payroll for casual Box Office staff on a weekly basis, monitoring overtime and authorizing any timesheets.
Overall day-to-day management of the Box Offices at Ticketmaster Venues.
Ensure familiarity with Ticketmaster, venue & promoter policies and procedures in relation to box office and front of house where Ticketmaster processes tickets or operates the venue box office.
Ensure all the appropriate equipment and software installed at Venue Box Offices is maintained.
Make policy and procedure recommendations to Ticketmaster Senior Management and Venue Management regarding venue box office and ticket processing operations.
Ensure all venue box office employees are adequately trained in all Ticketmaster systems, policies and procedures.
Coordinate learning and development needs of Box Office employees, ensuring capability and confidence with all features of Ticketmaster's operative systems.
Maintain knowledge of terms and conditions of employment under which Ticketmaster Box Office employees work.
Organize and ensure accuracy with balancing and banking of all venue box office floats and ticket sales monies.
Ensure that upon the closure of the box office at the conclusion of an event, all Ticketmaster reports reflect the ticket sales accurately, and that the status of each seat and ticket can be accounted for, including holds.
Responsible for printing and timely distribution of tickets to be issued from venue box offices to patrons and clients.
Keep on top of all Ticketmaster system and technology developments and ensure that these are implemented at venue box offices.
Establish and document written policies and procedures for venue box office through a consultative approach.
Be well briefed and informed of venue contracts, paying specific attention to clauses relating to venue box office operations.
Manage performance of venue box office staff.
Be available as a support person for staff with personal and/or professional issues.
Effectively supervise and support box office staff in dealing with difficult and exceptional behaviors and circumstances.
Other general administrative duties as delegated by the Head of Box Office.
Represent Ticketmaster and be present on event days/nights as required.
After hours and weekend work required.
In certain instances, the role may be required to act in a box office capacity for small events, periods of low activity and in instances of leave cover required.
Arrange for regular training sessions for staff where required.
Actively participate in projects to assist in increasing Box office performance and creating a positive awareness both internally and externally.
An ability to work under pressure and meet tight daily, weekly and monthly deadlines.
Upon instruction from the Client Manager and/or Venue Management, may also liaise directly with the promoter for each event regarding the operational requirements of events, issuing of tickets and releasing of seats and box office reports.
WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
Flexibility - Demonstrated ability to accommodate and adapt to changing needs of the business in a highly pressured working environment while adhering to set guidelines and processes.
People Management & Leadership - Set an example for staff in the Box Office and effectively manage the professional requirements of Ticketmaster's internal and external customers.
Research/Analytical - Maintain up-to-date knowledge of industry developments incorporating marketing and technological advances.
Computer literacy - Ability to use Microsoft Office and current database management systems and Ticketmaster programs and reports.
Venue Management - Develop and coordinate policies and procedures for the venue and events' requirements.
You (behavioural Skills)
Results oriented - Show commitment to the achievement of results and targets.
Customer Focus - Ensuring Ticketmaster's internal and external customers' needs are continually satisfied.
Communication - Demonstrating strong communication skills, both written and verbal.
Initiative - Possession of "natural energy" with a proactive focus responding quickly and positively to ensure that business deadlines and needs are met.
LIFE AT TICKETMASTER
We are proud to be a part of Live Nation Entertainment, the world's largest live entertainment company. Our vision at Ticketmaster is to connect people around the world to the live events they love.
Our Work Is Guided By Our Values
Reliability - We understand that fans and clients rely on us to power their live event experiences.
Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team.
Integrity - We are committed to the highest moral and ethical standards.
Belonging - We are committed to building a culture in which all people can be their authentic selves.
EQUAL OPPORTUNITIES
We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion.
Seniority level Mid-Senior level
Employment type Full-time
Job function Management and Manufacturing
Industries
Entertainment
#J-18808-Ljbffr
