Ticket Office Manager

Ticket Office Manager

As a member of the Ticket Office within the Marketing Department, this role ensures an exceptional, welcoming, and inclusive experience for patrons. Key areas of responsibility include ticket office operations, staff management, customer relationship management system administration, and group sale coordination.

Essential duties and responsibilities include, but are not limited to, the following:

Patron Service and

Experience:

• Ensuring that patrons and community members have an exceptional, welcoming, and inclusive experience when attending or interacting with Trinity Rep
• Managing and ensuring the staffing, training, overall smooth operation, and high customer service level of the Ticket Office staff and Receptionist for:
  In-bound and out-bound subscription and ticket sales and service, in-bound and out-bound group and school sales and service and general informational calls
• Resolving customer service issues or complaints

Ticketing and Sales Management:

• Assist in managing the subscription renewal process including preparing data for renewal invoices, processing and fulfilling subscription renewals, and the distribution of subscription packets
• Assist in maintaining and updating written policies and procedures for box office operation
• Oversee group sales and student matinee sales to reach target revenue goals by developing prospect lists, outreach and follow-up, ticket processing and fulfillment, reporting, and invoice generation
• Manage inventory (releasing any holds as needed, opening or closing seats based on sight lines, releasing any ticket orders on reservation as needed)
• Contributing ideas relating to increased efficiency of ticket office operations
• Participating in determining new or revised policies and procedures as necessary and long-term goals for ticket office functions
• Managing ticket office expenses, including supply ordering, ensuring appropriate staffing levels

Phone System Management:

Update phone automated messages pre and post season, during weather closures, and for holidays.

Reporting and Financial Management:

• Update reports and dashboards for PD and MFA performances
• Process payments for PD and Group sale orders
• Design, run, and distribute regular daily and weekly Brown/Trinity MFA sales reports based on the needs of the staff
• Aid in weekly database cleanup including unbalanced orders, duplicate accounts, and comp ticket reconciliation
• Aid with ticket order research when needed by the Finance and Administration department
• Assist with ticket office budget re:projections

Patron Database Management:

• Serve as a certified admin of the Customer Relationship Management software and provide interdepartmental support as necessary
• Build PD, MFA, and Special Events, pricing levels, and group discounts
• Ensure weekly database cleanup including unbalanced orders, duplicate accounts, and comp ticket reconciliation

Management and Administration:

• Advancing, supporting, and promoting organizational inclusion, diversity, equity, access, and anti-racism goals in staffing, policies, procedures, and practices
• Participate in activities with other Trinity Rep departments as needed

Supervisory Responsibilities:

• Supervise, manage, and lead ticket office staff with one full-time direct report (Ticket Office Supervisor), supported by additional part-time ticket office staff
• Carry out supervisory responsibilities in accordance with organizational policies and applicable laws
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; employee performance appraisal, management, and development; addressing and resolving problems

Requirements:

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.

Education and/or

Experience:

Three or more years of professional experience and/or training in customer service, business, operations, or management; strong administrative and organizational skills; interest and/or involvement in an arts related enterprise; or equivalent combination of education and experience.

Language

Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, business plans, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, employees, patrons, and the general public in writing, by telephone, through face-to-face conversation and public speaking.

Mathematical

Skills:

Ability to work with mathematical concepts such as probability and statistical inference. Ability to calculate figures and amounts such as discounts, interest, commissions, fractions, percentages, ratios, and proportions. Ability to manage a budget…