POSITION:                    Director of Ticket Operations

DEPARTMENT:            Box Office

REPORTS TO:               General Manager

FLSA STATUS:             Salaried, Exempt

Summary

The Lake Charles Event Center has an immediate opening for Director of Ticket Operations.  As the world’s leading venue management company and producer of live event experiences, ASM Global is the pre-eminent management and content partner with over 350 venues worldwide. Through investments in growth, resources, and technology we strive to enhance the experience of our Team Members and to continue creating amazing live experiences for the guests that we serve.

Essential Duties and Responsibilities

• Directs and oversees the internal control of daily operations as outlined in the ASM Box Office Manual.
• Coordinates all event information between the promoter, facility personnel and the ticket company in a timely manner.
• Works with event promoter and appropriate personnel to establish ticket pricing and seating configuration.
• Builds and modifies all computer ticket events and issues computer access codes to facility management.
• Builds seating configurations for each event on the computer ticket system in coordination with the promoter, production coordinator and marketing director.
• Coordinates the house scale for all ticket events.
• Maintains communication with ticket company representatives for updates and/or revisions in computer operations.
• Monitors daily ticket sales for all upcoming events and communicates information to the Director and promoter representative.
• Prepares and presents the final box office statement for settlement of each event.
• Provides the finance department with a certified event audit statement in a timely manner, to be used at time of settlement
• Responds to customer complaints and service requests to maintain a positive rapport with the ticket buying public.
• Establishes files on each event that consist of seats on-hold for the building and promoter, event audits and ticket inventory schedules.
• Supervises, instructs, and trains ticket sellers as to the proper selling procedures.
• Assists or sells tickets as needed.
• Opens and or closes ticket window as required.
• Accurately dispenses tickets as requested by patrons; accepts payment and makes change accurately.
• Maintains accurate count when selling hard tickets or accesses computer for count of computer printed tickets.
• Fills reservations for seats by telephone or mail, handles Will-Call window according to procedures, or other related duties as assigned by supervisor. Demonstrates excellent customer service skills, responds promptly to customer needs, responds to requests for service and assistance, able to work independently and handle most box office questions without assistance. 
• Efficiently and courteously answers questions concerning prices, seating and events. Gives information concerning coming attractions.
• Prepares and submits daily report of business transactions.
• Maintains accurate count of tickets sold, money received from ticket sellers and change banks Answers phones, takes, and delivers messages, and provides information to visitors and callers.
• Distributes information to staff and to required outside authorities.  Handles pre-event correspondence and sends information that affects booking.

Supervisory Responsibilities           

• Manages the Ticket Sellers or other Box Office staff. Is responsible for the overall direction, coordination, and evaluation of these units.
• Carries out supervisory responsibilities in accordance with ASM Global’s policies and applicable laws.
•  Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding; disciplining employees in conjunction with Human Resources; addressing complaints and resolving problems.

Qualifications

• Ability to work with minimal supervision.
• Ability to work flexible hours based on events, including daytime, evening, weekends, and holidays, as needed.
• Must be able to speak, read, and write English.
• Must have a professional attitude and appearance.

Education and/or Experience          

• Bachelor's Degree preferred.
• 5-7 years related experience required.
• Or equivalent combination of education and experience
• Experience in accounting and customer service essential
• Box office experience in a similar environment strongly preferred.
• Supervisory experience preferred.
• Ticketmaster platform experience preferred.
• Microsoft office suite experience preferred.

Skills and Abilities  

• Excellent communication, problem solving, and organizational skills required.
• Demonstrated knowledge of accounting and financial procedures, including record keeping and reconciliation
• Ability to analyze data and figures.
• Knowledge of supervisory principles and practices
• Ability to coordinate and schedule staff.
• Excellent good customer service and public relations skills
• Demonstrated knowledge of ticket selling/box office operations

Physical Demands

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The person must be able to climb stairs and walk long distances to access all seating. Specific vision abilities required by this job include close vision.

NOTE: The essential responsibilities of this position are described under the headings above.  They may be subject to change at any time due to reasonable accommodation or other reasons.  Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.