Position Reports To: Immediate Supervisors: President and Chief Financial Officer Direct Supervisor: General Manager
About Drury Lane Theatre & Events Founded by Anthony DeSantis over 60 years ago, Drury Lane remains a family-run organization under the leadership of President Kyle DeSantis. Drury Lane Theatre continues as a major force in the Chicagoland theatre scene, producing world-class theatre in collaboration with some of the nation’s leading actors, directors, and creative minds. In addition to its 1,000-seat theatre, Drury Lane offers over 35,000 square feet of flexible event space and is home to Lucille Restaurant and the Lounge, which offer upscale fare with a modern flair.
The theatre has staged more than 2,000 productions and has been nominated for over 360 Joseph Jefferson Awards. Drury Lane proudly employs thousands of professional actors, musicians, designers, and crew members to entertain upwards of nine million audience members and counting.
Position Purpose and Objectives Drury Lane Theatre & Events seeks a Box Office Manager responsible for the overall day-to-day operation of the Box Office including, but not limited to, providing superior customer service to all patrons, addressing questions and complaints with a positive attitude, training all Box Office staff in accordance with Drury Lane practices and procedures, oversee subscription renewal processing, sales reporting and tracking, programming all performances and corresponding dining packages in Ticketmaster and Archtics, remaining educated and up to date on new Ticketmaster innovations and updates, and scheduling and managing staff while ensuring a positive, welcoming, and hospitable environment for all Drury Lane patrons and staff alike. Under direct supervision of the General Manager, the Box Office Manager leads by example at all times and provides the highest level of customer service to all guests, vendors, and patrons.
Essential Job Functions
Manage approximately 10 Box Office Associates (full-time and part-time), including but not limited to, hiring, training, scheduling, providing performance evaluations, and offering professional development opportunities
Provide all Drury Lane patrons with superior customer service
Foster and maintain a positive work environment within the Box Office and strong working relationships between the Box Office and all other departments within Drury Lane
Oversee the subscription renewal process and maintain an exemplary subscriber renewal rate
Program all performances, subscription series, and special offers and promotions into Ticketmaster and Archtics
Maintain a high level of competency on Ticketmaster and Archtics, including new innovations and system updates
Compile, analyze, and present sales reporting, using Ticketmaster and Archtics, to the Executive team on a daily basis
Reconciling any discrepancies between Ticketmaster reports and Accounts Receivables department, including shortages or overages
Develop and maintain documentation and training material on Box Office policies and procedures
General Job Functions
Ability to work strategically and collaboratively across departments
Demonstrate excellent customer service skills
Ability to handle and respond promptly to customer inquiries and requests
Problem solve and react to change productively and professionally
Flexible work hours to include weekend and holidays in order to meet the demands of a 24-hour operation
Professionally represent Drury Lane at all times
Hiring is conditional on an approved background check. CONFIDENTIAL - NO PHONE CALLS.
Bachelor’s Degree – entertainment, hospitality, or business administration preferred
At least five years of management experience
A minimum of two years of current experience in Box Office sales
Knowledge in Ticketmaster and Archtics required
Proficient in all Gmail and Microsoft Office programs
Knowledge in Constant Contact preferred
Knowledge of live events—knowledge of live theatre preferred
Must have reliable transportation to and from Oakbrook Terrace, where public transportation is extremely limited
Box Office Associates must be able to sit and stand for extended periods of time, walk, and speak and listen in-person and via telephone
Multilingual candidates encouraged to apply
CONFIDENTIAL - NO PHONE CALLS.
About Drury Lane Theatre & Events
A Chicagoland staple for over 50 years, Drury Lane Theatre and Events provides an unforgettable experience for all occasions. World-class theatre productions invite audiences to encounter contemporary works, embrace traditional productions, and push the boundaries with reimagined classics. Over 35,000 square feet of flexible event space offer the perfect blend of timeless sophistication and modern elegance while Lucille Restaurant and the Lounge offer upscale fare with a contemporary influence.