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TICKETING SERVICES SUP

Job Details

Job Location

Legal Address San Diego Theatres - San Diego, CA

Position Type

Full Time

Description

The hiring pay range for Full-Time Ticketing Supervisor : $30.00 - $37.50 per hour.

SUMMARY

Under the general direction of Ticketing Services Management, supervises and supports Ticketing Services operations and oversees Ticket Seller staff for Civic and Balboa Theatre events. Provides immediate patron and client service response at events. The Supervisor prepares reports as directed, and interfaces directly with Ticketing patrons, presenters and clients. Provides support in interviewing and training all part-time staff in all aspects of Ticketing.

ESSENTIAL DUTIES AND RESPONSIBILITIES Include the following (other duties may be assigned):

Supervise all aspects of Ticketing Services window, event and support operations.

Provide full range of patron services including, but not limited to: accommodation of special needs and requests by patrons, solving seating/ticketing problems at events and general complaint response and resolution.

Coordinate and support training of staff in all areas of Ticketing, including daytime, events and special sales transactions. Monitor staff progress, coaching and counseling individuals as needed. Prior to end of the probation period, recommend to management any new hires which should not be passed and reason.

Provide ongoing and consistent training to Ticketing staff on all new procedures, policies or processes related to Ticketing operations.

Schedule and supervise part time ticket sellers (day and event hours), within guidelines set by Management, maintaining daily posting of hours in PayCom payroll system.

Review and distribute event information for Ticketing Services personnel, before, during and after events have been released for sale and provide regular staff briefings on updates.

Prepare reports on daily sales and current events for venue staff and event presenters. Verify and prepare daily ticket receipts and reports.

Interact with and assist event presenters and clients with specific Ticketing requests at events.

Assists Ticketing Services Management with all map creation, event programming, pricing updates and all related event programming tasks. Utilizes Ticketmaster Archtics, TM1, EMT, Host and all other Ticketmaster software to create, build and update individual ticketed events. Ability to work within multiple databases on Archtics, to accommodate multiple client event needs and events.

Create Event Information, Training and How-To documents, with Management approval, for Ticketing Staff and all other San Diego Theatres Departments, as needed

Maintain a cooperative and proactive approach, with all San Diego Theatres Management and Supervisory staff, to improve and enhance guest service, efficiency and staff development.

All other duties as assigned by Management.

SUPERVISORY RESPONSIBILITIES

Directly supervises 10 - 25 employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Areas of oversight include but not limited to: interviewing and training part-time Ticketing staff; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing any complaints and resolving patron issues.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Must be able to provide support, guidance, expertise and positive work environment to all Ticketing Services Staff, including peers and Management, within a multi-tasking and fast-paced environment.

Must be able to work effectively and cohesively with others as part of the Supervisory Team, insuring daytime and event operations are handled seamlessly between team members, no matter who is working any given shift.

Computer literacy, with hands-on experience. Excellent written and oral communications skills, and customer service skills. Strong organizational skills. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Knowledge of current Americans with Disabilities Act (ADA) requirements, best practices, communications and resources to facilitate accommodation of patrons with special needs.

Knowledge of and familiarity with Ticketmaster Archtics, Host, TM1 and all other Ticketmaster ticketing software programs, as used in account transactions, trouble-shooting, report creation, sales tracking and daily Ticketing operations.

Strong working knowledge of Microsoft Office Suite, most notably Excel, Word and Outlook.

Working knowledge of other support programs including but not limited to: Protel Communications (telephone) system and software, Payroll (Paycom) and Alarm-based programs.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED); and three years related experience in a full-service ticket office and/or training; or equivalent combination of education and experience. Two years of supervisory experience or related knowledge. Knowledge of accounting practices and procedures. Non-profit Performing Arts and Theatre experience preferred.

LANGUAGE SKILLS

Ability to read and interpret documents, such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak clearly and effectively before groups of customers or employees of the organization.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, verbal, or diagram form. Ability to deal with problems involving several variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS

None

OTHER SKILLS AND ABILITIES

Knowledge of contract details applicable to ticket office and operations, including but not limited to, computerized ticketing systems, armored car services, alarm and security system services.

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. While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to stand. The employee is routinely required to walk and use hands to finger, handle, or feel. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision & extensive use of computers.

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to fumes or airborne particles and outside weather conditions. The noise level in the work environment is usually moderate.

IN-HOUSE TRAINING REQUIREMENTS

Critical: Sexual Harassment Awareness (Supervisor), CPR / AED and First Aid Certifications