Box Office Manager – Birmingham-Jefferson Convention Complex, US

  • Location - Birmingham , United States
  • Job type - Full Time
  • Salary - $60,500-$109,269
Birmingham-Jefferson Convention Complex Published 3 years ago

Summary/Objective
Plans, organizes, and directs the overall operations of the Box Office at the BJCC Complex. Primary responsibilities include exercises discretion with ensuring sale of tickets for events in the Arena, Concert Hall, Stadium & Theatre are efficient, accurate, and customer friendly.  Provides accounting department with accurate reports and responds to any inquiries. Acts as primary contact and Box Office decision-maker for Broadway shows – supervises staff, consults with, and makes recommendations to show promoter and provides accurate reports when needed. Reconciles Broadway rebates and facility fees and submits to accounting.  Builds events in Ticketmaster and/or Archtics by exercising judgment to ensure all areas of event set-up are accurate.  Provides promoters with tickets when requested and monitors and maintains holds placed in events. Pulls tickets for promoter’s, monitor’s KEEP ticket sales and reconciles with Arena and Concert Hall Manager’s prior to event.

When working events provides sellers with new and updated Ticketmaster commands and concepts when necessary and provides accurate and detailed reports to promoters in a timely manner. Develops, maintains, and implements outstanding ticket seller training program. Responds to customer service calls including ADA customer inquiries, and ADA event seating procedures. Oversee ticket seller scheduling and ensures events are appropriately staffed. Acts as liaison for the complex with promoters and coordinates and transfers event information with internal box office staff.

Competencies
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential competencies. The following competencies describe the knowledge, skills, abilities, and attributes that lead to a successful employee in this position.  An applicant will be expected to exhibit these competencies or the ability to reach competency achievement within a specified time.  These competencies are linked to the essential functions of the job.  Employees in this position may be evaluated on these competencies as part of the performance appraisal system. Communication Proficiency, Organizational Skills, Time Management, Technical Capacity, Customer/Client Focus, Project Management, Execution, Decision Making, Business Acumen, Critical Thinking.

Communication and Customer Service

  • Demonstrates a full performance ability to develop, communicate, write and monitor policy, procedures and standards for box office operations.
  • Demonstrates a full performance ability to communicate, coordinate, and execute optimal customer service initiatives, associated with box office management.  Expected to maintain, monitor and guide ongoing ticket seller training.
  • Demonstrates an ability to persuasively and effectively communicate in writing, in person, by telephone or by email with external and internal customers, representing the BJCC brand to customers, promoters, ticketing partners, the public, government and other external sources.
  • Demonstrates an ability to effectively listen, speak, and interact in a tactful and persuasive manner in both a work and public setting.
  • Demonstrates a commitment to customer and quality service by modeling the image of the organization, communicating customer service philosophies, brand, standards, and orienting others in effective customer service strategies.  Encourages others to continually improve the customer sales and service experience.

 Teamwork and Leadership

  • Demonstrates an advanced ability to effectively work cooperatively with a diverse group of employees, associates, and business partners to maximize the operations and services of the BJCC complex and events.  Expected to work cooperatively with all internal departments.
  • Demonstrates an advanced ability to establish and maintain relationships and works constructively and cooperatively with BJCC promoters and show representatives to aid in coordination and planning of ticketing for events.  Demonstrates an orientation towards team and focuses efforts towards managing conflict appropriately.
  • Demonstrates an advanced ability to model desired team behaviors of punctuality, adaptability, and accountability for assigned work.  Models behaviors that positively reflect organizational branding and a positive corporate culture.
  • Maintains, at all times, high standards, positive attitude, and professional appearance.

Decision Making and Problem Solving

  • Demonstrates an expert understanding of the organizational mission, structure, facilities, policies, rules, regulations, procedures, programs, services, etc., to ensure a comprehensive strategic approach to box office service delivery.
  • Demonstrates an ability to strategize, formulate, gather, analyze, interpret and evaluate complex information, follow complex instructions, and effectively resolve complex challenges associated with the work. Chooses best solutions to solve problems, and makes independent decisions and addresses issues, complaints, and needs as part of the group decision making process.
  • Demonstrates an ability to meet deadlines, define, measure, and manage event projects and resolves matters associated with event management, to ensure ideal results.  Prioritizes and sets deadlines for one’s own work.

Technical Expertise and Knowledge

Demonstrates understanding and full performance ability in each of the following:

  • Develops full knowledge of Ticketmaster system and attends TM webinars in order to maintain a high level of efficiency, to include – Paperless Ticketing, Auction, VIP, Fan Club, Exchange, Archtics, Groupon, etc.,
  • Works events in all venues as needed
  • Mentors and coaches Box Office employees.
  • Oversees ticketed events on day of show and monitor event ticket sellers on day of event and serve as the primary contact for venue box office.
  • Interacts with promoters and Ticketmaster to ensure accuracy of event set-up for ticket sales.
  • Builds events in Ticketmaster and/ or Archtics system when necessary, including ancillary events such as parking, club, & suite events.
  • Monitors all TM income reports including ancillary income and submits those to Finance on regular intervals.
  • Creates scaling maps and distributes to box office staff, marketing, Ticketmaster, and promoters.  Provides sold/hold map for day of show, and as needed leading up to the day of show.
  • Prior to event on sale saves holds, audits, evals and event map to text documents and stores in event folder on internal network drive.
  • Maintain event journals to log all event activity such as holds placed, tickets pulled, ticket type changes into shared network drive.
  • Manages ticket inventory to include releasing holds, changing ticket types, and other inventory tools as necessary on events.
  • Issues complimentary tickets for event promoters and building and keeps records of those tickets.
  • Pulls ticket orders for the promoter and follows instructions for delivery of tickets, to include monitoring payment and account reconciliation. Notes any funds to be withheld at settlement
  • Understands how to enter event rebate information and reconcile it against Ticketmaster Cumulative sales data and reconcile all event sales information through Ticketmaster.
  • Pulls and submits Ticketmaster reports to Venue Manager after event is closed.
  • Administrates the full range of ADA Compliance from ticketing to include main contact of ADA customer inquiries & ADA event seating procedures.
  • Assists with customer service training, job specific training, etc. for ticket sellers, schedules training and notification of sellers, and maintains accurate, up-dated training records. Training instructor for ticket sellers.
  • When necessary – compiles seller banks for upcoming events, oversees sellers during events, and collects banks and excess cash at end of events, monitors time sheets and enter into computer.
  • Ensures box office is clean and fully stocked prior to working an event. Checks ticket stock, computers, printers, supplies, maps, etc.,
  • Counts deposit and banks and runs and maintains daily reports that are also submitted to accounting.
  • Provides on-going training and schedules meetings with full-time Box-Office staff making sure they are aware of new procedures on Ticketmaster and provides new event information to Box Office and Marketing staff.
  • Works with Box Office employees to ensure all necessary duties are covered in their absence.
  • Performs other related duties as required to include but not limited to events in the arena, exhibition halls, and concert hall, & stadium group sales and various duties deemed necessary in absence of other box office staff. Throughout the year other related duties may include Special Event Promotions, VIP Ticket Sales, Group Sales, Marketing and other promotional events.

 Work Environment
This position requires working in the internal environment; most duties are performed while sitting at a desk. Typical duties are performed in an office setting with normal ranges of temperature and a moderate level of office background noise. Communication typically occurs through face-to-face interaction, e-mail, telephone, and written correspondence. This job also requires the ability to use other office equipment. Constantly work in a team environment, effectively and efficiently achieving goals, improving processes, and resolving problems. Position is occasionally required to work outdoors and is exposed to the elements (heat, rain, etc.).

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. Ability to lift up to 25 lbs., lift files, open filing cabinets, bending, stooping or standing as necessary. Position requires extensive standing, sitting, walking, in addition to, normal office environment. Position requires the ability to walk back and forth between venues for extended periods of time during events. Requires considerable concentration, attention to detail, and focus. Normal complexity of decision making. Must be able to deal with a high volume of stress associated with dealing with the public and customer complaints.

Position Type/Expected Hours of Work
This is a full-time position; hours of work must be flexible and varied to meet the demands of the events of the facility. Must be able to work extended and/or irregular hours including day, nights, weekends, and holidays, as needed.

Travel

This position may require minimal travel. Must have a valid State Driver’s License.

Required Education and Experience

  • Bachelor’s degree from an accredited college or university with emphasis in public administration, business, management, or a related field. Industry certifications strongly preferred.
  • Minimum of two (2) years related experience supervising and/or managing box office operations, managing staff. Knowledge of convention center venues is strongly preferred. Must possess extensive knowledge of box office operations and Ticketmaster, maps, reclass, accounts, etc. Experience with Archtics Season Ticketing strongly preferred.
  • Must have a minimum of two (2) years’ experience handling large amounts of money and providing customer service to the public.

Additional Eligibility Qualifications

  • Excellent verbal and written communication skills.
  • Excellent interpersonal and customer service skills.
  • Excellent organizational skills and attention to detail.
  • Excellent time management skills with a proven ability to meet deadlines.
  • Strong analytical and problem-solving skills.
  • Strong supervisory and leadership skills.
  • Ability to prioritize tasks and to delegate them when appropriate.
  • Ability to manage multiple projects at once.
  • Ability to anticipate problems and implement immediate corrective actions.
  • Thorough understanding of or the ability to quickly learn about the project or product being developed.
  • Proficient with Microsoft Office Suite
  • Proficient with calculator, adding machine and mathematical calculations for making correct change and balancing reports.
  • Must have no past history that would preclude bonding.
  • Ability to prepare and interpret applicable financial and business reports.

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