The Performance Manager – State Theatre manages all ticketing aspects of State Theatre shows from confirmation to settlement, with a client and customer service focus. Provides team-oriented leadership to part-time Box Office Associates. Resolves all customer, client, staff and technical challenges as part of the box office leadership team.
Oversees all ticketing aspects of shows such as: assisting clients with hall pricing, capacity, and sales strategies; event creation; placing holds and discounts; tracking all event related material;
Maintains knowledge of marketing and reporting tools available and makes appropriate recommendations to clients based on sales trends
Communicates all important show information effectively and completely; clearly disseminates all appropriate information to staff, coworkers, clients and the public;
Oversees Box Office management during shows. Responsible for setting up, running ,and settling all ticketing aspects of performance and preparing all reports for Night of Show Settlement for all State Theater shows, as well as shows at other venues as needed;
Promptly prepares and presents accurate statement packets to appropriate promoters, producers, and HTG staff; able to answer all questions about ticket sales and settlements
Efficiently resolves all day of show ticketing issues, and assists in resolving any in-house problems that develop during performances. Resolves all problems courteously, with an emphasis on customer safety, comfort, and happiness;
Hires, supervises, disciplines and trains part-time box office staff as part of box office team; ensures proper orientation to HTG policies and standards and Box Office procedures;
Maintains and updates written procedures and training materials; keeps comprehensive records of policy and procedures;
Provides yearly reviews to direct reports and a 90-day review to new hires; quickly addresses employee complaints; disciplines employees in accordance with HTG’s policies and procedures as needed; updates employee files in writing on all relevant incidents and processes all human resource issues in accordance with HTG policies;
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;
Performs other duties as assigned.
4 year college degree OR equivalent combination of education and experience required.
Previous management or supervisory skills required.
Proven strong customer service experience required.
Previous experience handling cash required.
Accounting and financial experience preferred.
Knowledge of Ticketmaster Host and Archtics software preferred.
Box Office/Ticketing experience preferred.
Day, evening, weekend and holiday hours required.
About Historic Theatre Group
The John Gore Organization is the leading developer, producer, distributor and marketer of Broadway theatre worldwide. Under the leadership of theater producer and owner John Gore, its family of companies includes Broadway Across America, Broadway.com, The Broadway Channel, BroadwayBox.com and Group Sales Box Office. Its productions span Broadway, Off Broadway, London's West End, Japan, Canada and 40 domestic markets. It has won Tonys in every producing category as well as numerous other Drama League, Drama Desk and Olivier awards.