|
Ticket Office Manager
Stanford Live & Bing Concert Hall
Stanford Live is committed to sharing, celebrating, and advancing the art of live performance.
We unite acclaimed and emerging artists in music, dance and theater with the Stanford campus and Greater Bay Area communities in a broad range of experiences we have designed to engage the senses and emotions, stimulate minds, and enrich lives. We value: Artistic Vitality, Learning, and an Inclusive Community.
Stanford Live launched its inaugural season in January 2013 in Stanford University’s new Bing concert Hall, a state-of-the-art, intimate hall containing 840 seats in a “vineyard” format (seating sections that surround the stage). Bing Concert Hall will provide a nexus of campus and community and will transform the practice, study and experience of live performance on the Stanford campus and beyond.
Stanford Live presents approximately 40 annual performances, a season of concerts created by Stanford’s Department of Music, and significant outreach to students on campus and in the community.
POSITION SUMMARY
The full time Ticket Office Manager (TOM) reports to the Director of Marketing, Communications and Patron Services (DMCP) with dotted line reporting to the Director of Stanford University’s central ticket office (STO). The TOM works in close collaboration with the Assistant Director, Development; Director of Finance & Administration, Bing Concert Hall Director of Operations & Production, Patron Services Manager, and House Manager to design and implement a world-class ticket office operations to serve Stanford Live’s audiences, donors, staff and artists in support of the Stanford Live/Bing Concert Hall mission, vision and values. The TOM will develop and manage an accounting system consistent with Stanford accounting policies and procedures for cash handling and reconciliation and work closely with the Stanford Ticket Office to develop policies and procedures consistent with Stanford IT security policies and procedures of credit card security processes relating to PCI compliance requirements.
The TOM is responsible for managing the Ticket Office for Stanford Live (SL) at the Bing Concert Hall (BCH). This will include hiring sufficient student staff to provide ticketing services for Stanford Live’s over 35 annual performances and the Department of Music (DOM) over 20 annual concerts. TOM is responsible for recruitment, management and training of all ticket office staff including many part time student cashiers for advance sales in phone and window and Will Call for all performances. Recruiting, retention and training of student staff may be done in collaboration with the Stanford Ticket Office staff. In coordination with STO’s director, the TOM will establish policies and procedures for new Ticket Office to ensure superior customer service. Utilizing Tessitura ticketing software, the TOM is responsible for flawless execution of web, phone and window ticket sales; managing show builds for SL and DOM; subscriptions; special offer discounts; and coordinating efforts and resources for internal and external clients. The TOM is responsible for the accuracy and integrity of donor and subscriber records; development of custom reporting; and maintenance, enhancement and updating of TNEW e-commerce site.
Other responsibilities include acting as first-line problem solver for patron ticketing for campus and community, building an excellent team culture of accountability and superior service, and contributing to marketing strategy and planning as part of the Marketing Team. Responsible for working closely with Development Department in establishing relationships with donors, delivering donor benefits, managing priority seating requests, and donor holds to ensure a superior level of donor satisfaction. In addition, the TOM is responsible for developing and implementing operational policies and innovations to continually improve Ticket Office operations and service in tandem with the Stanford Ticket Office.
DUTIES AND RESPONSIBILITIES
40% TICKET SALES MANAGEMENT
Oversee the daily operation and processing of phone, window and mail orders of the Ticket Office including single, subscription, and group sales. Administer the preparation of SL and DOM events for sale for subscription and single ticket campaigns. Review daily financial statements to ensure they are complete and correct according to departmental and University policies. Manage refunding money for canceled events or for special needs of patrons. Stay abreast of current trends and technological advances in ticket office sales. Under the direction of the DMCP, coordinates and implements subscriber and donor benefits. Work with the Development department to service special needs of donors. With the assistance of the Patron Services Manager, establish, manage and track ticket holds for multiple departments. Process, manage and account for complimentary tickets.
20% EVENT MANAGEMENT
The Ticket Office Manager will be present at all ticketed performances and events in the facility. It is the responsibility of the TOM to ensure that patrons can access information about performances at all times included after the box office closes up until the start of the performance and through intermission. The TOM is available to supervise the proper handling of ticket ordering, Will Call, complimentary tickets, special seating requests and customer service issue that arise after a performance has started and through the end of intermission.
15% SUPERVISION
Develop and maintain Ticket Office operations manual, including performance and other employee standards as well as cash handling and other cashier-related procedures according to department and University policies. Recruit, hire, train, and evaluate Student Ticket Office Managers, Student Cashiers and other positions as needed. Develop and oversee work processes, constituent communications to ensure that department is consistently providing patrons, artists and staff with the highest level of service.
15% CUSTOMER SERVICE
Under the direction of the DMCP develop excellent customer service policies and procedures for constituencies of single ticket buyers, subscribers, donors, university VIP’s, students, faculty, staff and alumni. Establish superior standard guidelines for customer service of daily operation and night of show. Train and monitor staff to ensure delivery of high customer service standard. Establish a flexible and agreeable policy that resolves customer problems and complaints in an efficient and friendly manner.
5% MARKETING, BUDGET DEVELOPMENT AND CONTROL
Prepare sales analysis including daily sales, subscriber, single, group sales. Work as a member of the Marketing Team and contribute ideas to marketing plans, proofread marketing copy to ensure accuracy of ticketing information and keep informed of marketing plans to ensure knowledge of events and adequate staffing. Works with the marketing and Web teams to update, manage and enhance TNEW e-commerce site. Work with the Director of Marketing to establish requirements of complimentary ticket distribution to non-profit organizations and to serve audience development goals. In consultation with the DMCP, prepare and monitor annual Ticket Office budget. Provide staffing projections to the DMCP as needed.
5% Other duties as assigned.
QUALIFICATIONS
• Significant experience in Box Office Management, preferably in the performing arts at a College or University.
• 5 years supervisory experience preferred, 3 years required.
• Proven supervisory and leadership skills to effectively recruit, select, hire, train, motivate and evaluate personnel.
• Strong knowledge of Tessitura ticketing system, including building shows, sophisticated report generating, database management and customization is required.
• Strong experience working with Tessitura back-end e-commerce modules preferred.
• Excellent knowledge and experience in customer service and ticket office sales techniques.
• Extensive cashier training, including phone, mail-order and walk-up sales.
• Ability to exercise excellent judgment, balancing competing responsibilities.
• Demonstrated experience prioritizing workload, establishing goals and delegating responsibilities.
• Ability to work effectively in a fast paced, high tech and high touch environment with a friendly and patient disposition.
• Strong writing skills to prepare a variety of correspondence, reports, policies and procedures, agreements, and training documents.
• Excellent verbal communication skills to effectively work with a diverse group of constituencies.
• Demonstrated ability to pay attention to detail, in order to ensure daily reconciliation of cash, check, credit and debit card transactions.
• Strong sense of initiative and the ability to work both independently and as part of a team.
• Ability and willingness to work days, nights and weekends as needed to staff events and meet deadlines.
• Be informed about, and compliant with ADA policies.
• Have understanding of credit card security processes relating to PCI compliance requirements.
Final offers of employment are contingent upon successful completion of national criminal background check, national sex offender registry search and, where applicable, driving record.
|
