Reports To: Director of Facility Accounting/Assistant General Manager
FLSA Status: Full Time/Exempt
Summary Oversees ticket sales and all aspects of box office operation by performing the following duties personally or through subordinates, this position will be located at Altria Theater, 6 N Laurel Street, Richmond, VA 23220.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Ensures smooth operation of Daily Box Office functions including accurate daily balancing of Box Office sales in accordance with SMG’s Finance Department; promptly resolves any problems including chargebacks; orders change and maintains Box Office banks; oversees the daily upkeep of the Box Office including filing, cleaning, repairs and maintenance by utilizing Box Office Associates.
Ensures accurate and timely daily sales reporting, while maintaining proper confidentiality
Creates and maintains monthly box office schedules ensuring accuracy and coverage for all box office shifts
Resolves all ticketing problems quickly with a focus on SMG’s policy towards strong customer service;
Hires, supervises and trains part-time box office staff as part of box office leadership team; ensures proper orientation to SMG policies and standards and Box Office procedures;
Maintains and tracks Box Office archives including event records, sales statistics, Box Office deposit and Journal activity archives; develops systems for easily accessing this information as needed;
Maintain files on each event such as production kills, seats on hold, complimentary tickets, event audits and ticket inventory schedule; maintain organized and thorough event files.
Monitor events on a consistent basis from event creation until after the show occurs to ensure tickets are selling correctly; correct holds remain in place, inventory control, etc.
Verify daily cash reports and prepare seller reports.
Provide the highest level of customer service and assure all customer issues are dealt within an efficient and professional manner.
Provide accurate scaling to promoters and Regional General Manager when requested.
Create maps, map changes, promo changes and submit events in the ticketing system in an exact and accurate manner.
Communicate accurate event information including ticket pricing, scaling and event configurations to other departments.
Establish and maintain strong working relationships with promoters, ticket system representatives, resident companies and artist representatives.
Prepare cash banks, daily deposits and cash receipts. Maintaining accurate vault funds and records;
Assist with event settlements by preparing accurate reports. Disseminate accurate information and reports to promoters during events.
Must be able to work Event Schedule which includes working including nights, weekends, and holidays
Performs other duties as assigned.
Manages the Ticket Sellers or other Box Office staff.
Carries out supervisory responsibilities in accordance with SMG's policies and applicable laws.
Assists in interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding; disciplining employees in conjunction with Human Resources
Addresses complaints and resolves problems.
Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
Bachelor’s Degree preferred
3 years related experience required
Or equivalent combination of education and experience
Experience in accounting and customer service essential
Box office experience in a similar environment strongly preferred
Experience with Excel spreadsheets desired
Experience with computerized ticket systems, preferably Etix
Supervisory experience desired
Skills and Abilities
Excellent communication, problem solving, and organizational skills required
Demonstrated knowledge of financial procedures, including record keeping and reconciliation
Knowledge of supervisory principles and practices
Ability to coordinate and schedule staff
Excellent good customer service and public relations skills
Demonstrated knowledge of ticket selling/box office operations
Ability to count money, make change
Must be able to work extended/irregular hours, including nights, weekends and holidays.
SMG is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities and protected Veterans to apply.
VEVRAA Federal Contractor
About Altria Theater/SMG
SMG is the “gold standard” in public facility management. No municipality or outside management company can match the breadth and range of our capabilities.
Since SMG was founded in 1977, we have brought more than 230 facilities under management worldwide. SMG is known as a tireless advocate for the municipalities we represent. We have the programs, systems and talent in place to ensure that all SMG-managed facilities run smoothly and every event we host feels like a celebration to patrons, fans and guests.