Box Office Manager

Job Summary:

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 ensuring systems and process are delivered to ensure not only a positive client experience but also positive customer experience.  The support and operations team are key to maintaining a strong and connected client relationship and plays a critical role in the development and implementation of ticketing strategies to maximise 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. .

In addition, the role will also 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 are clearly communicated to staff and internal stakeholders.
• Complete payroll for casual Box Office staff on a weekly basis, monitoring overtime and authorising 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 with regard to 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.
• Organise and ensure accuracy with balancing and banking of all venue box office floats and ticket sales monies.
• When required by the Client Manager, 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 behaviours 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 with regard to the operational requirement 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. At the same time, proven ability to adhere to set guidelines and process adherence.  Deal with higher-level complaints and recognise the need for flexibility where applicable.
• People Management & Leadership – Set an example for staff in the Box Office.  Effectively manage the professional requirements of Ticketmaster’s internal and external customers. Lead by example; gather support from staff and work together to achieve desired outcomes.
• Research/Analytical – Maintain up to date knowledge of industry developments incorporating marketing and technological advances, both internally and externally.
• Computer literacy – Ability to use Microsoft Office based computer packages including current database management systems and Ticketmaster programs and reports. Typing skills with high accuracy.
• Venue Management – Develop and coordinate policies and procedures for the venue and events’ requirements

YOU (BEHAVIOURAL SKILLS)

• Results orientated – Show commitment to the achievement of results and targets by accepting responsibility, owning the task, and applying effective application of effort and resources, combined with passion, belief and energy.
• Customer Focus – Ensuring Ticketmaster’s internal and external customers’ needs are continually satisfied. Maintain and build of strong customer relationships with current and future clients.
• Communication – Demonstrating strong communication skills, both written and verbal. Assist with the development of clear written policies and procedures for Event Managers.  Strong ability to communicate with clarity and confidence to meet client requirements and deadlines.  Effective listening skills are also paramount.
• Initiative – Possessions 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. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision.

We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.

Our work is guided by our values:

Reliability – We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.

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 on behalf of the countless partners and stakeholders we represent

Belonging – We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive

EQUAL OPPORTUNITIES

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with.It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.

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