Reporting to the General Manager of Entertainment Operations, the Ticket Office and Showroom Manager will be required to:

• Manage the Ticketing Office operations for the resort.

• Build, program, maintain, modify and manage all ticketed events in the ticketing system.

• Serve as expert in troubleshooting all ticketing software and hardware issues.

• Monitor online sales and run reports as requested.

• Ensure that daily sales and front of house reports are created and distributed as required.

• Collaborate with various departments to create ticket packages and promotions.

• Work with and communicate on a regular basis with our ticket systems partners.

• Process executive, promoter, marketing and artist ticket orders as requested by the various entities.

• Audit all event holds daily and recommend additions or reductions based on sales performance.

• Provide all reports necessary to settle shows nightly and at the end of a run.

• Review the department structure and come up with suggestions for operational efficiencies.

• Make suggestions on new and streamlined ways to deliver tickets to the guests that will not affect the customer experience.

• Look for ways to automate the workflow processes for the department.

• Oversee the day-to-day operations of the Ticket Office and Showrooms.

• Manage the Ticket Office and Showroom staff. Complete staff performance reviews. Hire and train new employees. Oversee all discipline issues, counselling notices and terminations.

• Motivate the Ticket Office Staff to maximize ticket sales and facilitate distribution of information regarding shows.

• Oversee department schedules and oversee payroll for Ticket Office and Showroom Staff.

• Facilitate needs related to the department in conjunction with Concierge, Front Desk, Advertising, Marketing, Accounting, and Call Center.

• Communicate regularly and work with AEG on all Headliners in the Encore Theater to guarantee successful shows and events.

• Provide excellent customer service to guests, internal and external partners.

• Handle guest issues and complaints and work with security and hotel managers as needed.

• Oversee the Front of House budget and track expenses.

• Oversee and manage all HR related paperwork in conjunction with the Executive Director of Cast Relations.

• Create and update the Ticket Office Department Policy and Procedure Manual.

• Establish and maintain an excellent working relationship with various departments throughout the resort.

• Attend meetings as required.

• Develop and maintain a safe working environment and safety procedures for staff.

• Maintain and enforce all company policies and procedures.

• Create a positive atmosphere for all staff.

• Perform all other duties as assigned.

• Must have a high school diploma or equivalent, preferably a bachelor’s degree in a related field.

• A minimum of five (5) years’ experience in Ticket Office Management, preferably with prior experience running a showroom.

• Must have prior experience managing union employees.

Knowledge, Skills and Abilities:

• Must have advanced knowledge of Archtics, Ticketmaster Host, TM1, and Presence.
• Must have knowledge of a variety of other ticketing systems.
• Must have prior experience building and creating shows in ticketing systems.
• Must have the ability to create, implement and work within fiscal budgets.
• Must be able to manage staff and perform under pressure.
• Must be able to function in a stressful environment.
• Must possess outstanding organizational skills, as well as excellent attention to detail.
• Must be able to manage, prioritize and complete multiple tasks in a timely manner.
• Must possess excellent problem-solving skills, strong organization skills and strong interpersonal skills with proven talents in leadership and teamwork.
• Must be a team builder and be able to create strong teams.
• Must have the ability to produce high quality work in a limited time frame.
• Must possess excellent written and verbal communication skills.
• Must have excellent phone etiquette.
• Must have strong computer skills and proficiency in Microsoft Office 365
• Must be able to work a flexible schedule (evenings, weekends, holidays and long hours).
• Must have the ability to work with individuals from different cultures and backgrounds.

All your information will be kept confidential according to EEO guidelines.