• Lead Ticketing

    Job Location(s) US-TN-Nashville
    Posted Date 3 weeks ago(3 weeks ago)
    Job ID
    2017-1178
    # of Openings
    1
    Job Location Name
    Ryman Auditorium
    Category
    Customer Service/Support
    Type
    Full-Time
  • Overview

    Oversee daily ticketing operations and staff, including box office and call center locations.  Ensuring the ticketing location provides world class service utilizing Ryman Hospitality Properties Service Basics as well as the procedures and processes outlined in the location SSTs.  Ensure fast, efficient and friendly ticket sales while up-selling and cross-selling all Ryman Hospitality attractions.

    Responsibilities

    • Assist the supervisor in overseeing the ticketing staff; conducting pre-shift updates
    • to ensure all employees have current information regarding all aspects of Ryman Hospitality, including but not limited to new promotions, show line-ups, new package offers, etc.  Ensure that all employees are able to perform ticket sales accurately and efficiently using all systems employed by Ryman Hospitality.
    • Perform in a Supervisory role regarding immediate issues, including setting staff break schedules resulting in the appropriate break time while ensuring guest service is not compromised; responding to guest issues quickly and hospitably; and completing daily close-out processes including running and addressing balance due reports and reporting final counts.
    • Perform in the front-line employee role as needed, serving as a role model for Ticketing staff in all aspects of the position including guest service, cash handling, selling, etc.
    • Ensure proper cash handling/cash out procedures, including overseeing the ticketing safe; distribution of working funds and change; daily balancing and reporting within established policies and procedures as outlined in ticketing system manuals and SSTs.
    • Assist in employee training, working with new employees to acclimate them to the company and business unit, systems utilized and sales processes, and with all employees regarding the implementation of new procedures.
    • Perform daily supervisory functions pertinent to the specific location as outlined in the location SSTs including being well versed in inContact, and managing call stats in the call center; assisting with rentals and co-promotes at the Ryman; managing ticket blocks when tickets are available in multiple systems; and working with management and facility staff in any box office environment.
    • Communicate between various departments and outside vendors regarding event set-up (assisting the supervisor as needed) and equipment issues including but not limited to, IT, TicketMaster, Ryman Hospitality Ticketing.
    • Organize and maintain all ticketing supplies in an orderly manner, including but not limited to ticket stock, forms, brochures, and office supplies, ensuring adequate inventory is on-hand without excessive ordering.
    • Maintain all paperwork such as time sheets, time cards, till sheets etc.  Collect vouchers and forward to billing any voucher information or order information required for close-out.
    • Ensure staff is trained in emergency procedures and assist with any emergency or evacuation.
    • Perform other duties as assigned.

    Qualifications

    • High School diploma  or equivalent additional experience.
    • Minimum of 2 years experience in a service environment. 
    • Box office experience/ticketing experience preferred. 
    • Leadership skills a must.

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