Job Description

About the Role

The Box Office Manager is responsible for the direct supervision of the box office, supervisors, ushers and monitor box office reservations, ticket distribution and the coordination of sales. Provide strategic input as needed but not limited to seating, show building and daily operations.

Position Responsibilities

• Responsible for the ongoing allocation of showroom and other event reservation inventories among different market segments to optimize customer mix and maximize yield.
• Responsible for the direct supervision of all box office operations, its staff and showroom ushers.
• Responsible for building shows within the TM1 application as well as performing any other seating changes, adding offers & packages as advised by the Ocean Casino Resort Management Team.
• Handle customer interactions in person, e-mail and over the telephone to handle ticket transactions and ensure quality guest care
• Handle customer e-mail complaints regarding ticketing and service issues
• Lead the configuration and ongoing administration of the ticketing management software application, scanners as well as other elements supporting web-based self service
• Use tools effectively to create intelligent solutions for casino customer ticketing issues.
• Identify opportunities presented by emerging trends in reservations, distribution and no-show activity
• Create the overall box office reservations and ticket distribution operational plan to include authorship of procedural guidelines, communications strategy and requisite training materials
• Management and communication of ticketing holds and group sales, coordination of consignment tickets. General contact point for all ticketing purchases.
• Establish and manage ongoing relationships with agencies, fan clubs, artist management, etc. (e.g. Live Nation, CAA, etc.)
• Keeping daily contact via telephone and e-mail with the Ocean Casino Resort entertainment team, event promoters, agencies, media promoters, public relations personnel, etc.
• Maintaining positive working relationships with all parties involved with Ocean Casino Resort entertainment.
• Responsible for training, progressive coaching and scheduling of showroom ushers.
• Works with the Box Office Supervisor to handle all end-of-night and final show reporting for management.
• Assist hotel accounting as needed regarding questions on payments and allocation of funds

Essential Functions

• Exposure to casino related environmental factors including but not limited to secondhand smoke, excessive noise, and servicing customers in a high pressure and fast paced environment
• Must be able to handle a high degree of administrative work which requires repetitive finger and wrist motion (key board data entry), as well as prolonged viewing of data on the computer monitor
• Must be able to work holidays and weekends, as well as flexible shifts and/or unusual hours
• Must be able to stand at various lengths of time in the box office or other event facilities

Requirements

• Bachelor’s degree and/or 5 + years of directly related experience in casino hotel or related box office management role
• Strong knowledge of leading ticketing software applications (e.g. Ticketmaster, Showgate, Paciolan) along with proficiency with all MS office packages, MS Sharepoint, ARTS, etc.
• Demonstrate understanding of the complexities associated with the entertainment ticketing in a casino environment, as well as experience with self-service applications
• Ability to identify emerging trends among complex, sometimes obscure data and articulate innovate, clear and proactive approaches to problem solving
• Experience in the casino industry is a plus
• Ability to effectively communicate in English

Benefits

• Free meal on shift
• Training & Development
• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k,)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off
• Our cash compensation amount for this role is targeted $53,500 to $69,600 annually. Final offer amounts are determined by multiple factors including experience and expertise and may vary from the amount listed above