Job Description

Essential Duties and Responsibilities:

The Ticketing Services Manager ensures quality and excellence in customer service standards are met and maintained. They provide a hospitable, smooth and efficient operation, and confirm that appropriate ticket policies are followed. They oversee the day-to-day operations of the Box Office Department by communicating daily sales, scheduling staff, and providing support, feedback, and direction. The Ticketing Services Manager is responsible for ticket account management and fulfillment. They work with Marketing Department to advance and execute innovative sales campaigns to maximize ticket revenue for the organization. This role is highly visible and interacts with patrons, sponsors, vendors, industry leaders and other VIPs.

This is a year-round position, though Ogunquit Playhouse is open seasonally. Our Box Office is operated Monday-Friday November-April before opening in person seven days per week May-October. During the late fall and winter, this position works remotely and on a set schedule. During the season, this position switches between remote and in person and will include nights and weekends.

Primary Duties:

Build and maintain a strong Box Office team Oversee the training, development, and performance of each Box Office team member Assign Box Office staff schedules and duties Schedule Box Office staff to attend each show within the first week of production Communicate critical Playhouse information to Box Office team Ensure Box Office team follows proper sales procedures, uses common language and marketing messaging for the theatre and for each show Manage de-escalation of upset patrons when Box Office associates reach dead-end Mediate team issues and patron concerns, bringing in manager and HR as appropriate Answer Box Office team questions and concerns as they arise Attend weekly staff and team check-in meetings Manage Box Office staff payroll budget Drive phone and in-person ticket sales and upselling of subscriptions, packages, memberships, promotions, etc. Assist with Box Office sales Monitor Box Office email, responding to all inquiries quickly and effectively Oversee batch printing of daily mail, gift certificates, and Will Call Monitor, process, and/or delegate all internal CSIs in a timely and efficient manner Oversee all voucher requests and staff/volunteer comp tickets; maintain adherence to the policies and procedures Assist Corporate Partnerships Director process lodging partner orders Assist Marketing team develop packages and promotions to maximize sales Work with Front of House (FOH) staff to resolve patron issues on show days Attend to any special needs or ADA seating requests and ensure that FOH is informed With I.T., monitor life cycle and performance of all Box Office team technology Monitor Box Office supplies and reorder as needed

Tessitura

Required to be a Tessitura Power User Attend all Power User Group (PUG) meetings With Marketing drive and implement annual subscription renewal process Create and collaborate with PUGS on all Tessitura best practices as they relate to Box Office policies and procedures Work towards completion of items on Master Project Priority List Assist in presentations and trainings at All-Team meetings

Physical Demand

Light lifting of objects up to 10 lbs.

Education and Experience

Minimum of Associate's Degree, Bachelor's Degree preferred or 5 years' experience in Box Office Management in a regional theatre or events venue Ticketing Experience and a high level of computer proficiency required. Must be professional and possess exceptional customer service skills.
Ogunquit Playhouse is an Equal Opportunity Employer and seeks to employ and assign the best qualified personnel for all of our positions in a manner that does not unlawfully discriminate against any person because of race, color, religion, gender, marital status, age, national origin, physical or mental disability, sexual orientation, veteran/reserve and National Guard status or any other status or characteristic protected by law.

Job Type: Full-time

Pay: $23.00 per hour

Expected hours: 40 per week

Benefits:

401(k) Dental insurance Employee assistance program Employee discount Flexible spending account Health insurance Health savings account Life insurance Paid time off Vision insurance
Work Location: Hybrid remote in Ogunquit, ME 03907