POSITION: Director of Ticketing DEPARTMENT: Box OfficeREPORTS TO: General ManagerFLSA STATUS: Salaried ExemptAs the world’s leading venue management company and producer of live event experiences, ASM Global is the preeminent management and content partner with over 350 venues worldwide. Operating and investing in the world’s most important stadiums, arenas, convention centers, and theaters requires unmatched dedication and the most profound expertise. Our focus is YOU! Through investments in growth, resources, and technology we strive to enhance the experience of our internal Team Members and to continue creating amazing live experiences for the guests that we serve. ASM Global has an excellent and immediate opening for a Director of Ticketing. This position will ensure that the box office operates within the scope of generally accepted box office/accounting/banking practices and that the staff provides excellent customer service both internally and externally. In addition to performing the following duties, personally or through supervised staff, this position will be responsible for operating, training, and overseeing the in- house Etix program for personal seat licenses, suites, and club tickets.MAJOR RESPONSIBILITIES:
Work with venue directors to ensure efficient operations of the box office.
Direct and oversee daily operations as outlined in the ASM Box Office Manual.
Manage parking operations and point of sale systems for parking operations.
Maintain the ETix system and facilitate efficient communication between the venue and Etix teams.
Develop and nurture strong relationships with venue ownership.
Coordinate all event information between the promoter, facility personnel and the ticket company in a timely manner to ensure an accurate ticket build for all ticketed events.
Work closely with Premium Seating team to develop new products and promote a successful upsell program utilizing the Etix system.
Work with event promoters and appropriate personnel to establish ticket pricing, scaling, and seating configurations.
Establish and maintain positive, effective working relationships with the promoter and other show personnel.
Build and modify all ticketed events when necessary and in a timely manner.
Establish event files that correctly document how the show was built, with all the event build details as well as any requested changes to the event over the life of the event.
On a daily basis, properly track all holds, comps, audits, and ticket inventory schedules.
Manage internal, external and groups ticket orders, including strict limitations on complimentary ticket distribution as well as prompt, efficient turn-around times on all orders.
Act as the on-site Box Office representative on the day of events for all production changes, artist/promoter/vip program needs, and all other box office related responsibilities including participating in the event settlement process.
On event nights, settle all box office activity with a prepared and complete box office statement.
Act as the main point of contact between ETix and ASM Global.
Maintain communication with ETix for any updates and/or revisions within the set-up of the ticketing system.
Monitor the daily ticket sales for all upcoming events and communicating the totals to venue directors and promoter representatives.
On a daily basis, accurately monitor the inventory of all tickets being distributed and available for sale.
Pay close attention to upcoming events with high/low sales volume, adjusting allotments to maximize availability and/or profit.
Develop, monitor, and ensure that ticketing related financial information is easily and readily available to the accounting department.
Train the staff on proper cash handling procedures and maintain proper cash controls.
Accurately record daily cash received, cash advance orders, change orders and vault balances.
Properly balance the daily sales of the ticket sellers with regard to the number of tickets sold, money received from ticket sellers and the seller’s bank at the end of the day.
Audit the daily transactions and prepare the end of the day bank deposits.
Prepare and submit a daily sales report of the previous day’s business transactions.
Train appropriate box office personnel on latest ETix products and technologies to optimize box office operations.
Train appropriate staff on the use of the Etix system, to optimize and expand our utilization of this Etix product across all our venues.
Respond to customer complaints and service requests to maintain a positive rapport with the ticket buying public.
Supervise, instruct, and train ticket sellers and parking attendants as to the proper selling procedures.
Efficiently and courteously answer questions concerning prices, seating, and events.
Demonstrate excellent customer service skills, respond promptly to customer needs, respond to requests for service and assistance, able to work independently and handle most box office questions without assistance.
Work with the staff to constantly develop and improve the processes, systems, policies, and staff.
Act as Manager on Duty as needed for events.
All other duties assigned by the General Manager.
Other duties may be assigned.
SUPERVISORY RESPONSIBILITY:
Manage Full-Time Managers, Part-time Supervisors, Ticket Sellers, Parking Supervisors, Parking Staff, and other Box Office staff.
Director will be responsible for the overall direction, coordination, and evaluation of the staff as well as training on the Etix program.
Carry out supervisory responsibilities in accordance with ASM'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:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION AND/OR EXPERIENCE
Bachelor's Degree required.
10 years related box office or ticket experience required.
Experience in customer service and supervision essential
Box office, Etix, Ticketmaster and Archtics experience required.
SKILLS AND ABILITY
Superior customer service and problem-solving skills required.
Expert knowledge of Etix, Ticketmaster Host, and Archtics
Knowledge and experience with financial procedures and managing statistics electronically.
Previous supervisor and leadership experience.
Advance computer skills including proficiency in Microsoft Office required. Experience with Ticketmaster Host and Artichs ticketing systems preferred.
Must be able to work independently.
Ability to work irregular hours in addition to normal business hours as needed.
Excellent written and verbal skills, organizational ability, and interpersonal skills.
Ability to effectively supervise box office staff.
Ability to prioritize multiple projects.
Professional presentation, appearance, and work ethic.
Knowledge of parking operations and logistics.
COMPUTER SKILLS
To perform this job successfully, an individual should have strong computer skills with ability to learn and master new applications.OTHER QUALIFICATIONS May be required to work long or irregular hours as needed.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.Specific physical demands of this job include, occasional sitting, focusing on and operating a personal computer several times a day, the ability to read printed words and numbers in printed form and on computer/terminal monitor, communicating by telephone for up to 30 minutes at a time on a daily basis, stand several times a day for up to five minutes to operate photocopier, FAX machine, hearing sufficient to clearly hear voices, alarms, bells and horns, daily standing and walking for up to 15 minutes at a time to move throughout the facility and service events and write using pen/pencil or personal computer keyboard for up to 30 minutes at a time on a daily basis.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.ASM is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor.Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.
