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.
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.
Develop new and analyze existing procedures and special promotions that will improve guest patronage and create and maintain department specific forms and spreadsheets.
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.
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:
Bachelor’s degree in Business, Marketing, Hospitality, related field, or equivalent work experience
At least five (5) years of experience in a supervisory position.
At least three (3) years of experience in Ticket Office, Sales, or Entertainment
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
SECTION 3: COMPETENCIES & WORKING CONDITIONS
Strong working knowledge of Microsoft Office.
Maintain a working knowledge and understand Casino work environment.
Excellent customer service skills.
Interpersonal skills to effectively communicate with all business contacts.
Ability to effectively communicate in English, in both oral and written forms.
Regular scheduled hours : Work Days: Hours:
Other – Must be flexible if needed for occasional work outside of normal business hours.
MGM Resorts International is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, MGM Resorts International will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.
SECTION 4: PHYSICAL/SENSORY REQUIREMENTS & WORK ENVIRONMENT FORM
JoB TITLE: Ticket Office Manager
Department: Ticket Office
REPORTS TO: Director Entertainment
Property/Corp Entity: MGM National Harbor
Mark all requirements with an “X” in the box below that apply to the position in question:
works around others
works with others
Exposure to dust / dirt
Exposure to fumes / odors
low to moderate
5 hours minimum
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.
About MGM National Harbor
he resorts and casinos of MGM Resorts International™ are some of the most famous in the world. Our 23 destinations are renowned for their winning combination of quality entertainment, luxurious facilities and exceptional customer service. We are actively expanding our presence globally, with potential developments in a number of domestic and international markets. At MGM Resorts International, we are all striving together to deliver an enticing blend of entertainment to every corner of the world. Many of our resorts are located in Las Vegas. Las Vegas features three of the largest convention centers in the U.S., spectacular entertainment, attractions, shopping and world-famous resorts. Whether dancing fountains, incredible stage productions, casino action, museums or natural attractions such as Lake Mead, Vegas offers something for everyone. A stroll down our streets takes you around the globe, with recreations like climbing to the top of the Eiffel Tower or taking a Venetian gondola ride. From shimmering resort pools and spa rejuvenation to nonstop nightlife, Las Vegas promises an unforgettable career destination. With all of our unique and spectacular resorts and casinos, MGM Res...orts International has a world of opportunities for you to discover excitement and rewards as you provide our guests with a wonderful and memorable experience. Take a closer look at our properties. We think you'll find an opportunity that's right for you.