PURPOSE OF THE JOB: Overall management of MBT Box Office, its staff, and all transactions supporting ticket sales or in-person / by-phone donations.
Box Office Personnel Management:
Hire, train, schedule and manage ticketing staff to adequately handle both high and low volume days without overstaffing, including “Night of Show” or “Ticketing Lead” designated staff.
Box Office Systems Management:
Build and manage inventory in the system for sale based on contracts and budgets which are either internal or from approved and confirmed rental agreements. Work closely with Digital Communications Specialists to keep all online information/sales functionality synched.
Work with all presenting bodies, internally and externally, to have the correct discounts and offers built into price charts and calendars on the shows to support presenters’ promotional initiatives such as pre-sales, VIP sections, consignment, student or senior tickets, password-protected discounts, and more.
Work with Development to ensure Memberships and donations that come through the Box Office are processed and allocated correctly; also that Member benefits which affect ticketing operations are delivered to the correct patrons.
Deliver sales reporting to internal and external presenters to track ticket sales.
Work with Sr. Data and Box Office Operations Mgr. and Digital Communications Specialists to develop and administer workflows for internal and designated renters’ “season ticketing” or packaging initiatives.
Handle all normal retail sales reconciliation methods and best practice for sales channels.
Ensure all “night of show” duties are completed, including providing necessary documentation for “night of show” settlements, and communicating potential night of show issues to house staff.”
External and Internal Relations:
Work to develop and maintain high standards of customer service throughout all box office personnel, drive a “solve the problem, plus . . .” level of service.
Work closely with promoters, show personnel, staff and the public.
Work to find ways to share information collaboratively between department and within the Box Office staff, so that “front line” learning can be shared through the organization, and organizational decisions, policies, specific show facts and promotions can be top-of-mind for Box Office staff.
Other duties as specified by the Sr. Data and Box Office Operations Mgr., Associate Executive Director or Executive Director.
WORK SCHEDULE: This is a salaried, full time position managing operations that are open beyond the MBT Administrative hours of 8:30-5:30pm. Ensuring all shifts are covered and have appropriate levels of managerial oversight might require evening or weekend hours for more complicated events or busier times of year. This is an exempt management position. Attendance is sometimes required at corporation meetings and significant public events at the Theatre.
SUPERVISOR: Sr. Data and Box Office Operations Mgr., Mount Baker Theatre.
QUALIFICATIONS: The Box Office is a key customer-facing asset of our operation, instrumental not only in selling tickets to live entertainment, but in acting as an ambassador of our brand for donors and as a general concierge for the Downtown Arts District. As a primary public representative of the Theatre, the Box Office Manager must maintain a positive and friendly image at all times.
Minimum of two years’ experience in a Box Office Manager role required at a venue with professional acts, detailed show contracts, and a donor/subscriber base.
Experience with AudienceView CRM/Ticketing platform preferable, or experience with a similar ticketing platform required.
Proficiency in Excel required, experience with Smartsheets or other collaborative work system software preferred.
Ability to keep calm, productive, and pleasant in a job that requires attention to several different operations simultaneously, satisfying customers who are occasionally irate, assisting the House Manager in emergencies, tight deadlines, and working in a creative but sometimes chaotic atmosphere.
About Mount Baker Theatre
The Mount Baker Theatre provides live entertainment for the North Puget Sound region, including national tours and local performances. The 1517-seat Main Theatre is beautifully restored to its original splendor from 1927, and the facility also houses a black box theatre and a smaller public space for meetings, rehearsals, and information performances. Situated in beautiful Bellingham, Washington, audiences regularly travel from a large region that includes northern Seattle, WA and Vancouver, B.C.