It is the primary responsibility of the Ticket Office Manager to develop the Ticketing team to be the leaders in the industry. All duties are to be performed in accordance with departmental and property policies, practices and procedures.
•Manage departmental operations and departmental performance consistent with the strategies and vision of the property. •Monitor staffing levels and ensure effective use of labor while delivering required service. Manage P&L statements. •Maintain daily, weekly, monthly and yearly operations of the Ticket Office by controlling full time equivalents, maintaining vendor / promoter relations, controlling departmental costs and selling out the show performances. •Monitor all show sales and partner with the Marketing Department to ensure revenue is maximized •Develop new and analyze existing procedures and special promotions that will improve guest patronage and create and maintain department specific forms and spreadsheets. •Assist in building shows in the ticketing system to include preparation of on sales as it pertains to manifest development, reviewing floor plans for sight line issues, announce and on sale procedures, hold and comp management, etc. both in the arena and other property entertainment venues as needed. •Ensure training and succession planning processes follows the company’s diversity commitment and compliance with company policies and legal requirements. •Provide input into the research, development, evaluation and implementation of new products, services, technology and processes to ensure the property’s competitive position in anticipation of changing customer needs within the dynamic hospitality and gaming environment. •Provide the Ticket Office team members the tools needed to be distinctive, pertaining to superior customer service towards guests and employees. •Manage Human Resources responsibilities to include: creating a work environment that promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction; quality hiring, training, and succession planning processes that encompass the company’s diversity commitment; compliance with company and department policies, and legal requirements. •Effectively develop and mentor supervisory staff and hourly employees to ensure departmental standards and goals are understood and met. •Manage multiple blocks for Wholesalers, Producers and Casino on a daily basis. •Manage Casino Marketing and wholesale reservations for Property specific show. •Weekly group reservations follow-up including assisting with payments paid and credited. •Assist Accounts Receivables with disputes including researching avenues possible to prevent revenue loss •Provide daily reports for both individual cashiers and the Department. •Deal directly with guests to settle disputes or inconvenience issues they may have encountered. •Occasionally assist guests at the counter to help control traffic flow. •Assist with the highest level of customer service to both VIP and Executive guests. •Other job related duties as requested
This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.
•Ticket Office Supervisor
EDUCATION and/or EXPERIENCE:
Required: •Bachelor’s degree in Business, Marketing, Hospitality, related field, or equivalent work experience •At least five (5) years of experience in Ticket Office, Sales, or Entertainment, including at least three (3) in a supervisory position. •Effectively communicate in English, in both written and oral forms
•Bilingual, English as the primary or secondary language •Previous experience working in a similar resort setting
CERTIFICATES, LICENSES, REGISTRATIONS: •Proof of eligibility to work in the United States
Internal Number: 92309
About MGM Springfield
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