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Position: Director of Ticketing

Department: Box Office

Reports To: General ManagerFLSA Status: Salaried Exempt

Summary:

Legends Global, a preeminent institution in worldwide facilities management, is searching for a team player with a positive attitude for the position of Director of Ticketing. This position will oversee and manage ticket sales and all aspects of box office, group sales, and subscriptions operation by Legends Global in Richmond, VA. The Director of Ticketing will direct and oversee the internal control of daily operations, coordinate event information between the promoter, venue personnel and external ticketing company in a timely manner. The Candidate will be a driven self-starter who works well without significant oversight. In addition, the candidate will have a strong ability to communicate and collaborate with all members of the team. The incumbent must be able to thrive in a fast-paced environment and be able to produce positive results in an atmosphere that represents exemplary customer service.

Essential Duties and Responsibilities include the following. Other duties may be assigned:

+ Work to ensure that an accurate event scaling and manifestation is created for new events in the ticketing system

+ Create and maintain seating/ticket manifests and verify accuracy of manifest against actual seating for every event by comparing Ticketing system information to CAD drawing, specifically Altria Theater Spaces, Carpenter Center, Mooney Hall, and Gottwald Playhouse. Communicate any discrepancies appropriately and timely to the appropriate personnel.

+ Build all theater events in Etix and manage all necessary holds for all concerts, entertainment, family, Broadway, and other events

+ Manage relationships with third-party vendors

+ Develop accurate and insightful reports on ticket sales and services as requested

+ Hire, manage, and train a friendly and efficient box office staff

+ Act as lead in software training and integration, including training for staff. This includes receiving on-going training and actively seeking out knowledge in all software to be the team expert in technology as it relates to the box office and ticketing

+ Confer on a frequent basis with direct reports to initiate and delegate work assignments, assess progress and resolve problems; establish program and project policies and priorities; provide appropriate coaching, training and development, and corrective action; prepare and discuss performance appraisals on a timely basis.

+ Communicate openly with Premium Sales department on all aspects of ticket operations, including but not limited to, the Lexus Lounge, Annual Memberships and future Premium Sales opportunities.

+ Manage and control group ticket inventory

+ Work with the Marketing & Sales team to increase Group Sales and Subscriptions

+ Order supplies for ticket operations (ticket stock, forms, envelopes, etc.)

+ Create and manage box office protocol, polices, and procedures.

+ Build solid working relationship with the Finance team to facilitate training within ticket system reporting.

+ Work as the main facilitator for reconciliations with the finance department

+ Ensure the team is adhering to all PCI Compliance standards

+ Develop and maintain relationships with promoters and their respective ticketing personnel to help them manage their manifests and holds

+ Coordinate all ticketing and other relevant information between promoter, facility personnel and Ticketing System in a timely and accurate manner. Establish and maintain strong relationships with promoters and artist representatives, internal department managers, and box office staff.

+ Manage events in ticketing system from set-up through to end of event including, but not limited to, map changes, map creation, monitoring open, held, and sold seat inventory, evaluating sales and communicating relevant information to other departments.

+ Compile and distribute daily sales and financial reports to related departments and to presenters upon their request. Prepare and submit box office statements for settlement and all pertinent records pertaining to settlement.

+ Plan, assign, direct, coordinate and exercise general supervision over direct reports including Box Office Managers, Group Sales & Subscription Managers, Box Office Supervisors, Group Sales & Subscription representatives and Ticket sellers.

+ Maintain exemplary customer service procedures through effective performance management, goals and standards. Quickly responding and resolving ticketing issues and patron complaints.

+ Assist other Legends Global venues in the market as needed.

+ Act as a Manager on Duty as needed at the theaters

Qualifications:

+ Four-year college degree in related field or the equivalent level of experience, industry specific.

+ Minimum four (4) years of supervisory experience at an arena, stadium, or theater box office.

+ Preferred six to eight (6-8) years ticketing experience.

Required Skills

+ Advanced computer skills with Ticketing Systems and associated products or elements. Advanced skills include, but are not limited to; management functions such as reclass, account work, map creation including flex and/or dynamic pricing, building season or series events, and in-depth knowledge of various Ticketing reports

+ Advanced computer skills associated with, but are not limited to; building season or series events, including subscription packages, and in-depth knowledge of various reports

+ Proficient computer skills with the following Microsoft Office products: Outlook, Excel, Word,

+ Basic computer skills with CAD.

+ Knowledge of accounting and experience with sales operation and proper cashless handling procedures.

+ Ability to work independently with minimal supervision.

+ Excellent organizational skills and ability to handle multiple tasks with frequent interruptions.

+ Excellent customer service, problem resolution, communication, and analytical skills.

+ Working on weekends, evening hours, and holidays will be required.

Computer Skills:

To perform this job successfully, an individual must have proficiency in Microsoft Office applications, especially Excel.

Certificates, Licenses, Registrations:

No certifications are required.

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.

+ Must have the physical ability to maneuver around all areas of the facility at times walking and/or standing up to 8-10 hours daily.

+ Ability to communicate effectively with customers; internal and external

+ Ability to lift objects weighing approximately 25-35lbs to shoulder level

+ Specific vision abilities required by this job include close vision

+ Work outside the facility may occasionally be required, may have some exposure to adverse conditions.

Legends Global is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities and protected Veterans to apply.

VEVRAA Federal Contractor