Reporting to the General Manager of Entertainment Operations, the Ticket Office and Showroom Manager will be required to:

• Manage the Ticketing Office operations for the resort.
• Build, program, maintain, modify and manage all ticketed events in the ticketing system.
• Serve as expert in troubleshooting all ticketing software and hardware issues.
• Monitor online sales and run reports as requested.
• Ensure that daily sales and front of house reports are created and distributed as required.
• Collaborate with various departments to create ticket packages and promotions.
• Work with and communicate on a regular basis with our ticket systems partners.
• Process executive, promoter, marketing and artist ticket orders as requested by the various entities.
• Audit all event holds daily and recommend additions or reductions based on sales performance.
• Provide all reports necessary to settle shows nightly and at the end of a run.
• Review the department structure and come up with suggestions for operational efficiencies.
• Make suggestions on new and streamlined ways to deliver tickets to the guests that will not affect the customer experience.
• Look for ways to automate the workflow processes for the department.
• Oversee the day-to-day operations of the Ticket Office and Showrooms.
• Manage the Ticket Office and Showroom staff. Complete staff performance reviews.  Hire and train new employees.  Oversee all discipline issues, counselling notices and terminations.
• Motivate the Ticket Office Staff to maximize ticket sales and facilitate distribution of information regarding shows.
• Oversee department schedules and oversee payroll for Ticket Office and Showroom Staff.
• Facilitate needs related to the department in conjunction with Concierge, Front Desk, Advertising, Marketing, Accounting, and Call Center.
• Communicate regularly and work with AEG on all Headliners in the Encore Theater to guarantee successful shows and events.
• Provide excellent customer service to guests, internal and external partners.
• Handle guest issues and complaints and work with security and hotel managers as needed.
• Oversee the Front of House budget and track expenses.
• Oversee and manage all HR related paperwork in conjunction with the Executive Director of Cast Relations.
• Create and update the Ticket Office Department Policy and Procedure Manual.
• Establish and maintain an excellent working relationship with various departments throughout the resort.
• Attend meetings as required.
• Develop and maintain a safe working environment and safety procedures for staff.
• Maintain and enforce all company policies and procedures.
• Create a positive atmosphere for all staff.
• Perform all other duties as assigned.

• Must have a high school diploma or equivalent, preferably a bachelor’s degree in a related field.
• A minimum of five (5) years’ experience in Ticket Office Management, preferably with prior experience running a showroom.
• Must have prior experience managing union employees.

Knowledge, Skills and Abilities:

• Must have advanced knowledge of Archtics, Ticketmaster Host, TM1, and Presence.
• Must have knowledge of a variety of other ticketing systems.
• Must have prior experience building and creating shows in ticketing systems.
• Must have the ability to create, implement and work within fiscal budgets.
• Must be able to manage staff and perform under pressure.
• Must be able to function in a stressful environment.
• Must possess outstanding organizational skills, as well as excellent attention to detail.
• Must be able to manage, prioritize and complete multiple tasks in a timely manner.
• Must possess excellent problem-solving skills, strong organization skills and strong interpersonal skills with proven talents in leadership and teamwork.
• Must be a team builder and be able to create strong teams.
• Must have the ability to produce high quality work in a limited time frame.
• Must possess excellent written and verbal communication skills.
• Must have excellent phone etiquette.
• Must have strong computer skills and proficiency in Microsoft Office 365
• Must be able to work a flexible schedule (evenings, weekends, holidays and long hours).
• Must have the ability to work with individuals from different cultures and backgrounds.

All your information will be kept confidential according to EEO guidelines.