Box Office Manager
Description
The Guild Theatre is a not-for-profit music and event performance space bringing live music and entertainment to the Menlo Park Peninsula region. The venue holds 500+ patrons and hosts a wide range of entertainment, including music, film, and special events programming. The Guild Theatre opened in February 2022.
Our Box Office Manager will be a personable individual with a drive for customer satisfaction and an attention to detail. This person ideally has experience with ticketing systems, ticket sales, venue seating charts, and customer service best practices.
To ensure success in this role, the ideal candidate should truly care about happy customers service, while also driving revenue for the venue.
RESPONSIBILITIES OF OUR TICKETING MANAGER & CUSTOMER SERVICE SPECIALIST:
- Lead daily ticketing operations, including building and managing all events in the theatre’s ticketing platform DICE.fm
- Assist talent buyers, internal staff, and artist management/agents with event programming, reporting, and other ticketing details
- Manage the hiring, training, scheduling, and day-to-day supervision of all Box Office personnel
- Manage venue’s box office, including staffing, accounting reports, and sales SOPs
- Oversee event day activities including setting up the box office, distributing tickets, and scanning tickets during events
- Have a strong understanding of the seating configurations, ADA laws, and event ticketing best practices
- Collaborate with internal departments to ensure all ticketing needs are addressed and events are successful
- Interact with customers, ushers, and other employees before and during events to resolve ticket issues
- Create a pleasant experience for employees and customers so they’re encouraged to return for future shows
- Other duties as assigned
Requirements
OUR IDEAL CANDIDATE SHOULD HAVE:
- At least 5 year in a customer service, sales, or management type of role
- Experience with ticketing systems in concert venues, movie theaters, sports facilities, etc. is a big plus
- A flexible schedule; willingness to work evenings, weekends, and holidays
- Excellent communication skills including active listening
- A service-oriented mindset
- Proficient computer skills with the ability to learn new software
- Ability to remain calm when dealing with conflict or difficult customers
- Composed, polite, and professional mannerisms, i.e. “grace under pressure”
- Reliable and self-motivated personality
- A team-player attitude
OUR IDEAL CANDIDATE SHOULD BE ABLE TO:
- Sit and/or stand for prolonged periods, while working at a computer, talking on the phone, or managing staff during an event
- Function well in loud environments
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The Guild Theatre
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A nonprofit reimagining The Guild Theatre in Menlo Park, CA as a state-of-the-art multi-use entertainment facility.