Box Office Manager – AO Arena Manchester

Purpose

To ensure the smooth running of the day-to-day operation of the Box Office function and all ticket selling functions in coordination with the promoter and internal colleagues as required. To assist in fulfilling the vision of the venue to put the customer at the centre of everything we do.

 Key accountabilities

 To build and manage seating configurations for each event in coordination with the event organiser/promoter and Event Manager.

1. To provide accurate sales reports to the venue management team
2. To lead, motivate and develop the Box Office casual team.
3. To maintain a positive rapport and communication with ticket agents, event organisers/promoters and internal departments, providing assistance and information promptly and accurately.
4. To maintain event information that includes the promoter, complimentary ticket issues, event audits and ticket inventory schedules.
5. To staff the box office to accommodate the promoter requirements, walk up sales, accessible seating and customer enquiries.
6. To provide the finance department and event organiser/promoter with an event statement for use at the time of settlement.
7. To assist in the establishment and review of operational policies and procedures for box office operations.
8. To undertake key holder duties with responsibility for opening and securing the box office.
9. To ensure that the company financial procedures are strictly adhered to.
10. Authorise any credit or refund of tickets in line with current guidelines.
11. To be on duty for designated concerts and events, liaising with ticket agents, event promoters and internal departments.
12. Update and/or set-up performances on the Ticketmaster ticket system (TM One) for sale to the public as directed by the Head Of Ticketing
13. Control batch ticket printing for collections and duplicate tickets at box office.
14. To work in partnership with the venues Event Marketing and Corporate Hospitality departments to maximise ticket sales.
15. Ensure that all Box Office Assistants are kept informed of any amendments to company policy and working practices.
16. To ensure all Box Office Assistants have an understanding of the venue, upcoming events, accessible seating policies and procedures.
17. To implement and adapt the venues accessibility policies based on customer need and legislation.
18. To deputise for the Head of Ticketing and perform any other duties required by the Head Of Ticketing.

Skills and competencies required

1. To have a minimum of two years experience working in a ticket office at a management level.
2. Experience of a ticketing system (Ticketmaster preferred)
3. Excellent written, telephone and interpersonal skills
4. Experience of providing excellent customer care
5. Attention to detail
6. Proven ticket sales experience
7. Proven team leadership skills
8. Good administration skills with a working knowledge of Microsoft Word, Outlook and Excel (Microsoft 365 preferred)
9. Examples of self-motivation and ability to work on own initiative

• Experience of building and sustaining good working relationships

 General Information

 The requirements of the business are such that a degree of flexibility is necessary and evening, bank holiday and weekend work will be required.

There may be a requirement to travel to other ASM Global Venues.