The Ticket Office Manager is a highly visible position, responsible for ensuring a hospitable, smooth, and efficient operation. This front-facing role is charged with leading by example in delivering unparalleled experiences to Cleveland Orchestra, Blossom Music Center, and Severance Hall guests; and collaborating with and coaching staff in effective service and personalized hospitality. This position works closely with the Sales/Marketing, Customer Experience, Finance, and Fundraising teams. Day-to-day management of the Ticket Office includes scheduling staff for daytime and evening operations, daily interaction with Cleveland Orchestra constituents, and high-level utilization of the Tessitura ticketing system for reporting, tracking, set-up, account management, and fulfillment.
The Ticket Office Manager is an institutional force in support of The Cleveland Orchestra’s guest experience initiatives – ensuring that the organization maintains and grows its status as an industry leader in customer experience. The person in this role upholds and executes the principals of The Cleveland Orchestra guest experience brand, behaviors, and standards in all interactions with guests and colleagues, and commits to continuous improvement of this skill set. In turn, the Ticket Office Manager ensures that the level of hospitality extended from the ticketing department to all guests is world class.
The Ticket Office Manager’s position is a member of Local 756 of the Treasurers and Ticket Sellers Division, International Alliance of Theatrical Stage Employees and Moving Picture Machine Operators of the United States and Canada, AFL-CIO.
The successful candidate will meet the following qualifications:
Bachelor’s Degree in Business Management, Marketing or Communications with a minimum of three years of management experience and five years of Ticket Office experience
Expertise in CRM/ticketing systems; Tessitura is strongly preferred
Must be able to work well independently and to manage, train, and motivate others
Excellent verbal and written communication skills; ability to interface with internal and external constituencies
Ability to successfully handle multiple priorities in sometimes highly stressful situations
Proficiency with Microsoft Office including Word, Excel, Outlook, PowerPoint and other Windows applications required
Ability to accommodate a flexible schedule, including evenings, weekends, and holidays
Demonstrated ability to perform in a fast paced, dynamic work environment
High attention to detail and significant cash handling experience
Possess highly developed conflict resolution skills and the ability to diffuse tense situations in a calm, professional manner.
Good problem solving and strategic thinking skills.
Ability to identify and prioritize critical issues and work towards results
About The Cleveland Orchestra
The Cleveland Orchestra is known worldwide for creating memorable and extraordinary experiences of orchestra music for audiences in Northeast Ohio and throughout the world. From our musicians and Music Director who present concerts at the highest levels of artistic excellence, to the administrative staff who represent the orchestra at a world-class standard, we work collectively and collaboratively to establish our reputation as second-to-none. The Cleveland Orchestra divides its time each year across concert seasons at home in Severance Hall and each summer at Blossom Music Center, in addition to residencies and international touring.