The Smith Center for the Performing Arts is seeking a Senior Director of Ticketing and Sales. This position is responsible for all systems, policies, procedures and training while leading the entire ticketing and call center operation. Reporting to the Vice President and Chief Financial Officer, this position works closely with the Marketing, Finance/Accounting, Development and IT departments.
Service to Public:
Lead the ticket office, telemarketing and internet sales as a guest service oriented operation
Enhance ticket office and telemarketing volume
Develop methods to measure guest satisfaction
Assist in resolving guest complaints
Lead development of metrics to measure performance standards
Obtain, analyze, and utilize input on guest satisfaction
Manage Department – Internal Services:
Evaluate quality of services and reports to executive team and users of The Smith Center
Ensure skills training and coaching for call center and guest facing team members
Support Accounting, Development, Marketing and Front-of-House operationally
Assist and support Group Sales Manager with department goals, initiatives and ticket sales
Provide technical expertise to IT personnel working on the ticketing system to ensure continuity of service
Coordinate with all departments to ensure that customer ticket service needs are being met and expectations are being exceeded at all points of public interaction
Manage all ticketing staff
Analyze, develop and monitor effectiveness of sales approach
Participate in show settlements, developing reports as needed
Monitor potential ticketing systems, vendor and business options
Build business relationships with constituents as a representative of The Smith Center
Monitor and maximize revenue generation through dynamic pricing
Coordinate with Sponsorship, Development, Marketing and other departments to maximize sales and other revenue sources and opportunities
Lead development of ticketing and guest service systems, philosophy, policies, processes, and procedures for The Smith Center
Develop programs to develop new and more engaged audiences
Use technology and other processes to grow and cultivate our audience
Other duties as assigned
Limitations & Disclaimer
The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position.
All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.
Unwavering commitment to excellence in service standards (identify, establish, train staff, oversee and measure patron service standards)
Ability to establish priorities, work independently, and execute objectives with minimal supervision
Excellent interpersonal and conflict management skills
Excellent verbal and written communication skills
Maintain a dependable, professional and courteous office environment
Ability to fulfill day of show responsibilities, and work extended days and hours, including nights, weekends and holidays as required
Education/Experience: Bachelor's degree from four-year college or university; or at least 5 years related experience and/or training; or equivalent combination of education and experience; selling and sales orientation and experience; customer service experience; experience with quality assurance measurements. Most recent position must include working in a management capacity within ticketing operations.
Language Ability: ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations; ability to write reports, business correspondence, and procedure manuals; ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Math Ability: ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry; ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Reasoning Ability: ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Computer Skills: to perform this job successfully, an individual must have knowledge of Tessitura ticketing system or a similar ticketing system; strong working knowledge of Microsoft office products, including proficiency in advanced Excel
About The Smith Center for the Performing Arts
The Smith Center for the Performing Arts is at the heart of downtown's new 61-acre urban development, Symphony Park. The venues include the 2,050-seat Reynolds Hall, the 240-seat Cabaret Theater, the 200-seat Troesh Studio Theater and 2-acre park. Designed to address the needs of community residents, The Smith Center offers a blend of performances of first-run touring attractions as well as local arts groups featuring arts education and outreach programing. It has added vitality and diversity to the Las Vegas cultural scene. In addition, The Smith Center functions as an active presenter, a rental venue and home to The Las Vegas Philharmonic and the Nevada Ballet Theatre. The Smith Center is able to host a wide variety of performances and events in its theaters, lobbies and other public spaces.
All employees at The Smith Center share and live our vision, values and mission:
• Vision: To be recognized as one of the leading performing arts centers in America
• Values: Integrity in all that we do, Respect for all people, Inspiration for artists and audiences Service excellence, Education through the arts, Sustainability Operational and environmental (IRISES)
• M...ission: Build and sustain a world-class performing arts center that is embraced by the community and is recognized as a vital force in supporting artistic excellence, education and inspiration for all