Box office worker

Job description

Ticketing manager

Main purpose:

to manage and lead the on-site sales team and in consultation with the Regional Sales Managers implement and maintain systems designed to deliver the highest standards of customer service and efficiency, in order to maximise sales

Key Responsibilties:

to manage the venue sales team and promote a pro-active approach to selling, in accordance with guidelines provided by the Regional Sales Managers
to recruit confident, pro-active staff with excellent communication skills capable of achieving high standards of customer care
to undertake staff training and development as required; to include emphasis on the delivery of first class customer care, with specific attention given to positive phrasing, business awareness, access issues and a sound understanding of the overall theatre and cinema operation
to ensure staff within the team are supported and their skills are developed to their full potential using regular progress reviews and the appraisal process and to initiate corrective action (using our managing poor performance procedures) where deficiencies are identified
to ensure that weekly staffing rotas are prepared, and that staffing levels are managed within the department’s budget and provide weekly payroll/ timesheets to the venue administrator
to ensure the sales team are aware of company guidelines, and follow procedures related to cashing-up and opening and closing of the box office
to ensure the free-flow of information regarding the venue and forthcoming theatre and cinema events between the sales team and marketing in order to satisfy customer needs and access requirements and to maximise sales
to represent the sales team in weekly operations meetings and other strategic meetings
to maintain and develop strong and effective working relationships with other departments within the venue and to work on monitoring, evaluating and improving systems and procedures designed to increase efficiency and standards of service
to work closely with the marketing department to maximise sales, with a particular emphasis on promotional activity; to do this in consultation with the sales team through regular meetings/ briefings and encourage their ideas and contributions to the department
to assist the marketing department in updating and ‘cleaning’ data on the customer database, supporting the administration of the Friends scheme and any other marketing related duties as agreed, particularly providing support on campaign related issue
to provide accurate financial information to the accounts department as necessary to enable the business to monitor its budgetary targets and to recover lost credit charges in order to minimise loss of income
to sell tickets, memberships and other related products over the telephone and over the counter in accordance with the company and venue guidelines and to administer all payments accurately in order to maximise sales and minimise loss
to comply with all legal requirements of the Data Protection Act
to duty manage theatre and cinema in-comings
to provide financial reports and sales analysis on request to internal/ external personnel to help inform business strategy
to be responsible for cashing up sales at the end of the shift/ day and to undertake banking for the department in accordance with the venue’s cashing up/ banking procedures
to be responsible for sales and redemption reporting for SOLT theatre tokens and to ensure correct procedure is observed as outlined in our procedural guidelines
to resolve customer service problems and initiate corrective action in accordance with guidelines established by the Regional Sales Managers
to monitor all theatre and cinema sales and review company and technical holds (releasing for sale where appropriate) in order to maximise sales
to attend training courses in order to further self-development
to adhere to all Health & Safety procedures to minimise the risk of injury and accidents
to complete any other delegated duty that assists the company in the achievement of its business objectives