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Ticketing Supervisor

Ticketing Supervisor

Job ID 
2017-1250
# of Openings 
1
Job Location Name 
Ryman Auditorium
Job Location(s) 
US-TN-Nashville
Posted Date 
11/28/2017
Category 
Customer Service/Support
Type 
Full-Time

More information about this job

Overview

To assist Ryman box office manager with the oversight and operations of all box office functions including ticketing for events, tours & related properties, supervision and training of the box office staff; servicing complex patron, client and artist team requests. Serve as Box Office Manager on Duty when Box Office Manager is not present.

Responsibilities

  • Supervise the daily operations of the Ryman Auditorium box office; must be capable of utilizing and training others on the procedures outlined in the specific location’s SSTs as well as the supervisory processes in the supervision SSTs.
  • Ensure ticketing audit processes are in place and all employees handling cash are performing within the guidelines of the company’s established policies and procedures regarding daily cash-out and cash handling. Responsible for the location cash safe, for ensuring proper access policies are maintained, and for ensuring that the proper safe make-up (amount in each currency domination, receipts for approved withdrawals, and change fund) is maintained at all times.
  • Supervise staffing and Ryman Box Office scheduling needs, ensuring that an acceptable level of service is provided to our guests while operating as efficiently as possible. Maintain accurate labor logs and oversees and approve employee time sheets, ensuring that budgets are maintained.
  • Assist the box office manager in building venue configurations, events and packages in ticketing systems as needed, working with clients and/or marketing department as well as Ticketmaster and Ryman Hospitality Ticketing Administration to see that appropriate promotions and prices are set up in Ticketmaster and/or AudienceView, continually maintaining ticket block inventory appropriately in both systems.  Oversee all internal and external VIP ticketing request and contacting the guest for payment.  Keep the concert report and handling fee report updated at all times.
  • Assist the box office manager in overseeing ticketing system and company procedure/policy training for ticketing staff, maintaining the SSTs to include updated processes. Update and distribute accurate, current information to staff, including but not limited to, new promotions, new events, on-sales, and new packages.  Provide ticketing instructions associated with all updates to ensure flawless guest service.
  • Respond to guest issues and/or complaints as well as employee needs while exhibiting a positive demeanor and acting as a role model for staff. Set a good example for employees, showing a lack of prejudice or favoritism among staff and providing motivation to produce an effective team.  Must have the ability to diffuse conflict among staff impartially.
  • Responsible for ensuring location equipment is in good working condition (immediately reporting any issues to the appropriate department or vendor), and that all materials and supplies (including ticket stock) are maintained at appropriate levels, ensuring needed materials are always on hand, while avoiding unnecessary purchases.
  • Work with employees to facilitate success; ensuring initial training as well as working on areas in need of improvement via an extended training program that ensures company knowledge, attractions and ticketing knowledge, technical skills, and demonstration of excellent Ryman Hospitality Service Basics.
  • Ensure a safe environment for employees and guests; being familiar with and training the staff on evacuation procedures; assisting with emergencies and emergency evacuations, quickly moving employees and guests at least 300 feet from the building.
  • Assist building operations with house or seating issues and assists other departments or other ticketing locations as needed.
  • Other duties as assigned.

Qualifications

Education:

High School diploma required; Bachelor’s Degree preferred

 

Experience:

1-3 years Ticketing/customer service experience required

 

Licenses/Certifications:

Experience with AudienceView and TicketMaster preferred