Ticketing Lead

TO BE CONSIDERED APPLY DIRECTLY TO

Job Title: Ticketing Lead

Department: Visitor Engagement

Employment Status: Full-Time, Non-Exempt

Supervisor: Ticketing Manager

Job Summary:

The Ticketing Lead plays a crucial role in ticketing operations and customer interactions for the institution. Working under the supervision of the Ticketing Manager, the Ticketing Lead implements and upholds ticketing policies and procedures, assists with ticketing setup, and contributes to data accuracy, reporting, and analysis.

Additionally, the Ticketing Lead takes charge of addressing customer questions and assisting with reservations for HoMA's ticketed experiences. In partnership with the Visitor Engagement Lead, the Ticketing Lead provides comprehensive training on all ticketing policies and procedures to Visitor Engagement Associates.

The Honolulu Museum of Art:

Opened in 1927, the Honolulu Museum of Art is a home for art and education created for the benefit of the entire community. Founder Anna Rice Cooke envisioned a museum that would bring people together through the power of art and "the deep intuitions that are common to all." The museum was conceived of as a place of meaningful exchange and dialogue, celebrating the diverse artistic and cultural traditions of Hawai'i's multi-ethnic population. From this founding intention grew the museum of today, with a world-class encyclopedic collection of more than 55,000 works of art, representing a stunning breadth of places and eras, from all corners of the globe and from the ancient past to the present day.

To learn more about HoMA, please visit our website.

Minimum Qualifications:

• College degree with a minimum of 2 years of related experience or equivalent combination of experience or knowledge in customer relations.
• Excellent interpersonal, organizational, customer service, problem solving, and written and verbal skills.
• Exceptional communicator with excellent listening skills and the ability to explain complex information in a simple and concise manner.
• Proficiency in Microsoft Office suite and working knowledge of Tessitura, Raiser's Edge, or other Customer Relations Management (CRM) or ticketing software.
• Ability to deal confidently with emergency situations.
• Honesty, integrity, enthusiasm, perspective, and a strong work ethic supported by commitment and follow-through.
• Ability to work within and support a diverse community of visitors, artists, and employees.

Desired Qualifications:

• Strong project and people management skills, including demonstrated ability to think independently, work under pressure, prioritize, and delegate effectively to successfully meet deadlines and operate within budget guidelines.
• Analytical and business strategy skills, including the ability to think critically, make decisions, and justify recommendations and results based on data and analysis.

Essential Duties:

• Supervises and maintains communication streams for ticketed operations, including but not limited to email, phone calls, email auto-replies, and voicemail recordings.
• Supports Ticketing Manager with maintaining and managing ticketing builds.
• Collaborates with third-party partners to ensure seamless setup and management of ticketing and related offerings.
• Troubleshoots on-site and online sales, escalating issues to appropriate channels as needed.
• Supports institutional data integrity, including collection and entry of customer and survey data..
• Assists Ticketing Manager with data reporting and analysis.
• Responds to inquiries via telephone, voicemail, email, and walk-ins about various offerings at the museum.
• Books tickets, interprets any museum or program-specific policies, and assists in making special needs arrangements when necessary.
• Steps in to provide Visitor Engagement Lead coverage as requested.
• In collaboration with the Visitor Engagement Lead, supports pertinent training topics in monthly Visitor Engagement staff trainings.
• Demonstrates a commitment to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion through respectful communication and cooperation with others at all times, continuous training and modeling inclusive behaviors.
• Other duties as assigned.

Compensation

The Honolulu Museum of Art is committed to practicing salary transparency. The minimum salary for this position is $20.00 per hour and the maximum salary is $23.00 per hour. Please note that the pay range information is a general guideline only. Many factors are taken into consideration when setting pay, including education, experience, the external labor market, and internal equity. This opportunity includes a generous benefits package, including but not limited to:

• Fully covered medical, dental, and vision insurance for employee
• 12 paid holidays
• 15 days of vacation accrual in 1st year, increasing to 20 days in 2nd year
• 15 days of annual sick leave
• Group retirement plans with employer matching after 2nd year
• Shop, Museum Café, and Art School discounts
• Onsite parking provided

Working Conditions and Atmosphere:

Works in both office and Museum environments. General hours are Wednesday through Sunday, 9:00 a.m. to 6:00 p.m. Ability to operate general office equipment including computer, copier, printers, fax machine, etc. Ability to lift, carry, push, pull, up to 25 lbs. of general office material or equipment. Ability to work some evening and weekend hours.

The employee must be able to fulfil all Essential Duties with or without a reasonable accommodation. This job description is not designed to cover or contain a comprehensive list of all activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change or new ones may be assigned at any time with or without notice.

Diversity, Equity, Accessibility, and Inclusivity:

HoMA welcomes people from all backgrounds and walks of life, and this is reflected in our diverse community of employees. We encourage applications from candidates across a wide variety of backgrounds, including, but not limited to, people of all races and ethnicities, people with disabilities, women, veterans, and all members of the LGBTQ community.

Equal Employment Opportunity:

HoMA is proud to be an equal opportunity employer and is committed to providing equal opportunity for all employees and applicants. HoMA recruits, hires, trains, promotes, compensates, and administers all personnel actions and benefit programs without regard to race, color, ancestry, religion, sex, including pregnancy and gender identity and expression, national origin, age, disability, sexual orientation, reproductive health decisions, marital status, arrest and court record, citizenship, credit history, military and veteran service, victim of domestic violence or sexual abuse victim status, genetic information, or any other characteristic protected by applicable federal, state or local law.

The statements contained herein describe the scope of the responsibilities and essential functions of this position but should not be considered to be an all-inclusive listing of work duties and requirements. Individuals may perform other duties as assigned including work in other areas to cover absences or relief to equalize peak work periods or otherwise balance the workload.

HoMA maintains a policy of nondiscrimination in all employment practices and decisions, ensuring equal employment opportunities for all qualified individuals. This applies to both HoMA employees and applicants for employment with the Museum. Any form of harassment of any employee because of any protected status is also prohibited.

TO BE CONSIDERED APPLY DIRECTLY TO