Theatre Box Office Lead

Job Description:

SUMMARY

Working under direction of the Theatre Assistant Manager, incumbent directs all box office operations to include supervision of subordinates, cash handling, ticket sales, and reporting. The incumbent is expected to exercise good judgment, independence, initiative, and professional expertise in conducting day-to-day operations. All work duties and activities must be performed in accordance with the City safety rules and operating regulations, policies and procedures as well as federal, state, and local regulations.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the ability to interact with the public, City incumbents, and outside agencies with patience, tact, respect, and professionalism. and the following; Other duties may be assigned.

• Directly supervises and schedules all box office contract workers and Parks Department employees assigned to box office;
• Trains box office contract workers and Parks Department seasonal employees assigned to box office;
• Administer ticketing initiatives including, but not limited to, auctions, fan club sales, presales, sponsorship programs, promotional offers, and VIP packages.
• Oversees box office operations during performances, including ticket scanning, preparation of ticket sales audits, and Box Office Statements;
• Maintains box office physical operation and staff morale;
• Attends all relevant meetings, functions and discussions;
• Assists with monitoring of ticket sales;
• Tracks and reconciles ticket stock inventory;
• Resolves customer service issues as necessary;
• Maintains accurate box office accounting records and archives;
• Monitors supplies and equipment, as well as, reports and follows up on any ticketing repair issues;
• Assists with daily reconciliation as well as, monitors cash flow;
• Performs all duties as assigned by management;
• Proactively works with booking, touring, and artist representatives on maps, Groupon offers, and other sales tools;
• Works proactively for the functioning of a successful show in advance, night of show, and post show;
• Assures that cash handling procedures are followed by all staff and/or contract workers.

MARGINAL FUNCTIONS

Performs other duties as assigned.

PERFORMANCE EXPECTATIONS

The incumbent is responsible to manage their performance in accordance with this job description and the performance expectations provided to them by management. If at any time the incumbent is unsure of their role or specific responsibilities, it is the incumbent’s responsibility to refer to their job description and ask for clarification from their supervisor. Management will work with the incumbent, as needed, to ensure performance expectations are clearly communicated and performance goals are achieved.

SUPERVISORY RESPONSIBILITIES

Has direct supervisory role for contract staff, and seasonal employees.

QUALIFICATIONS

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

• High school diploma or general education degree (GED); Bachelor’s degree from an accredited university in a related field preferred;
• One to two (1-2) years of experience as a box office manager or representative, including management level work experience;

OTHER KNOWLEDGE, SKILLS and/or ABILITIES

• Strong knowledge of Box Office or similar operations, customer service, computer operations, accounting/cash management procedures, ticketing software, and demonstrated stagehand experience; Ability to provide leadership, engage in positive interaction with staff and guests, prioritize, organize, motivate staff, problem solve, delegate, follow-up, communicate and diffuse possibly volatile situations with tact and skill;
• Direct experience with Ticketmaster TM1 sales platform;
• Proven track record of outstanding customer service and leadership skills to guarantee that the entire team is dedicated to ensuring that each and every guest experience at the Theatre is an exceptional one;
• Excellent oral and written communication, and interpersonal skills;
• Ability to work a flexible schedule including evening and weekend hours, based on the needs of daily business operations;
• Working knowledge of Microsoft Office applications (Word, Excel, etc.);
• Must be able to work under pressure to meet strict deadlines;
• Must demonstrate extreme patience with internal and external customers;
• Ability to establish priorities and manage multiple situations in a fast paced environment;
• Ability to establish and maintain a cooperative working relationship with departmental managers, operating staff and the general public.

LANGUAGE SKILLS

Level of instructions is generally accepted but is not always clearly applicable. Judgment is needed in selecting the most pertinent guidelines in interpreting precedents and in adapting to standards set by the Fort Wayne Parks and Recreation Department. Incumbent's contacts are with persons employed by other agencies, or with public. Incumbent handles questions, complaints requiring judgment and tact in order to render service, carry out policy and maintain coordination.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Incumbent makes choices and takes actions performing a variety of relatively standardized assignments. Errors in decisions or work are not immediately apparent through supervisory review, but are revealed through adverse effects on operations. Incumbents work consists of standardized practices and procedures. Work requires analysis and judgment. Work is reviewed for quality and accuracy at critical phases and upon completion.

CERTIFICATES, LICENSES, REGISTRATIONS

Valid Indiana Driver's License as individual will use Parks Department vehicle for deliveries.

PHYSICAL DEMANDS

The physical demands 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 duties of this job, the employee is regularly required to stand, walk, and talk or hear. The employee frequently is required to sit; use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, or crouch, The employee must frequently lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work requires some contact with changing conditions, some lifting or moderate labor involved. Incumbent is normally standing, walking or lifting light objects. Incumbent may require greater than normal physical abilities such as visual or hearing activity. While performing the duties of this job, the employee is regularly exposed to outside weather conditions. The noise level in the work environment is usually loud.