Ticket Office Supervisor

Job Category
CUPE 2950

Job Profile
CUPE 2950 Salaried – Ticket Office Supervisor

Job Title
Ticket Office Supervisor

Department
FOH & TIX Support Chan Centre for the Performing Arts

Compensation Range
$4,768.50 – $5,138.76 CAD Monthly

Posting End Date
November 9, 2022

Note: Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above.

Job End Date

Job Description Summary
Under the direction of the Manager, Ticketing and Front of House, the Ticket Office Supervisor is responsible for coordinating the daily operations of the venue ticket office and supervises a team of hourly staff in efficiently providing a superior level of customer service to patrons and clients. This position coordinates the ticketing operations of five venues (the Chan Centre, Old Auditorium, Roy Barnett Hall, Telus Theatre, and Royal Bank Cinema) and is responsible for scheduling all ticket staff and making sure that all ticketing related staffing needs are met.

The Ticket Office Supervisor liaises with clients to determine event related ticketing needs, and works with the Manager, Ticketing and Front of House to ensure that all ticketing services meet client expectations,. This position  maintains and disseminates accurate event and ticket information, oversees the effective functioning of all ticketing systems and performs ticket sales reconciliation.

During evening/weekend events or performances may be responsible for the coordination of all ticketing aspects of the venue.

Organizational Status

Reports to the Manager, Ticketing and Front of House and works closely with Chan Centre and School of Music management and staff. Supervises hourly Ticket Captains and Ticket Sellers.

Communicates with various internal and external clients, liaises with ticketing system provider, patrons, subscribers and members.

Work Performed

Responsible for the efficient daily operations of the Ticket Office.

Under the direction of the Manager, Ticketing and Front of House evaluates, makes recommendations and implements policies and procedures to streamline operations related to ticketing.

Trains, coaches, schedules, supervises ticket staff and provides feedback to the Manager, Ticketing and Front of House.  Works with Manager, Ticketing and Front of House to create and regularly update training programs, information sessions, and operating manuals for ticket staff so that all staff are well informed.

Creates staff schedule based on direction provided by Manager, Ticketing and Front of House taking into consideration seniority and time off requests and ensures that events are adequately staffed to meet operational needs.

Attends weekly unit meetings to assemble and disperse all pertinent event details.

Creates and fosters a positive and friendly working environment through establishing open communication and ongoing coaching with staff.

Ensures the visual presentation and professionalism of the ticket office environment is maintained by the staff (e.g. event literature properly and appropriately displayed, clean and organized ticket office, etc.)

Investigates and resolves ticketing concerns and questions raised by clients and patrons and relays escalated issues to Manager, Ticketing and Front of House. Answers client queries including ticket requests, complimentary ticket lists and ticket counts and fulfills client ticket consignments and comp requests ensuring adherence to proper policy and procedures.

In conjunction with the Manager, Ticketing and Front of House, enters and reviews data to ensure that ticketing services meet contractual obligations and client expectations.

Maintains and organizes all event system requirements, including seat holds, levels opened, and putting events on and off sale. Ensures all inventory, equipment, and supplies related to ticketing are working and available, and provides ongoing assessment of resources required to meet sales and service objectives. Oversees ticket stock inventory, and monitors and fulfils VIP and staff ticket requests.  

Assists with event creation and maintenance in the ticketing system, and maintains ticket barcode scanning system (Access Manager) event updates. 

Performs and oversees the reconciliation of all ticket sales. Administers cash floats.

Creates ticket reports and distributes to appropriate staff members as necessary. Compiles and verifies post event reports completed by Ticketing Captains and performs necessary actions, recommendations, or escalates to Manager, Ticketing and Front of House

Researches, makes recommendations, and participates in implementing systems for continued improvement for ticketing related aspects of venues and audience experience.

Liaises with secondary box offices including Co-Presenter, UBC Theatre and UBC Opera box offices and ensures that operations coincide efficiently with the Chan’s. 

Provides venue tours for ticket office clients and ticket staff, focusing on relaying ticket and seating information. 

May perform duties of Ticket Seller & Ticket Captain as required.

Performs other related duties as required.

Consequence of Error/Judgement
Ineffective implementation of policies and procedures, misjudgment in ticketing decisions and operations, errors in reporting and reconciliation of event ticketing, poor relations with clients, patrons and staff could jeopardize important partnerships and customer relations.  
Supervision Received
Works under the administrative direction of the Manager, Ticketing and Front of House and receives instruction only on unusual problems or on matters which depart radically from established policy and procedures. Substantial personal initiative is expected and a high degree of independent decision-making is required.
Supervision Given
Is responsible for supervising the Ticket Sellers and Ticket Captains and coordinates work assignments as required. Provides input to the Manager, Ticketing and Front of House on matters regarding work policy, procedure and discipline.
Preferred Qualifications

High School graduation, plus a two year post-secondary diploma, plus four years of related experience or an equivalent combination of education and experience.

Experience working at a supervisory level in a ticket office with a computerized ticketing system.

University degree in relevant discipline preferred.

Extensive computer experience required using Microsoft Office.

Solid knowledge of standard box office procedures and financial aspects including settlements and ticket audits; and extensive experience in payment transaction procedures, accounting and reconciliation.

Strong knowledge of general office and basic accounting procedures and practices including cash handling and credit card/debit card transactions and standard box office procedures.

Experience dealing with diverse needs of varied user groups in ticketing and in the arts environment.

Demonstrated ability to deliver superior customer service.

Experience working in a unionized environment and familiarity with a university environment preferred.

Strong leadership skills with demonstrated supervisory skills and ability to motivate staff and foster a team environment.

Exceptional interpersonal, organizational, financial, analytical, conflict resolution and customer service skills as well as effective oral and written communication skills.

Ability to work in a complex and demanding environment with a high level of attention to detail.

Ability to meet multiple/stringent deadlines, make quick decisions and multi-task.

Ability to prioritize workload, balance multiple projects at the same time, manage time effectively and work under pressure.

Ability to establish and maintain effective working relationships with a variety of internal and external contacts.

Ability to exercise tact, confidentiality, discretion, patience and sound judgment in dealing with patrons/clients and when handling sensitive and/or confidential matters.

Must be creative and be able to take initiative.

Ability to work independently and in a team environment.

Must be able to work irregular hours and respond to on-call demands including evenings and weekends.