Box Office Manager
1 month ago
Orlando Shakes
Pay Rate: $20/Hour Minimum. Negotiable based on experience.
Full-time
Orlando Shakes in partnership with UCF, Central Florida’s leading professional regional theater company, is searching for a full-time Box Office Manager to supervise its team of guest services associates.
Reporting to the Director of Public Relations & Marketing, the selected candidate will be responsible for managing the day-to-day operations of Orlando Shakes’ Box Office while ensuring the highest level of guest satisfaction for patrons and donors through phone, web, and in-person communication and contact in a fast-paced, exciting regional theater environment.
The Box Office Manager will work closely with our Patron Experience Manager and Audience Development Manager, as well as the Office of Development, Office of Public Relations & Marketing, and Operations teams. The selected candidate will also work as a liaison between Orlando Shakes, City of Orlando, and our valet vendor in partnership with other entities in Loch Haven Park.
Responsibilities Include (But Are Not Limited To):
Manage and supervise the Guest Services team including, but not limited to, training, policies and procedures, and staff scheduling
Administer the CRM software, Spektrix (and DotDigital), including generating and maintaining production and program inventory, creating and implementing season subscription and individual ticket packages, and managing sales data
Prepare and distribute reports including daily and weekly sales reports, financial transaction reports, and event reports
Provide financial settlement and accountability of all ticket sales revenue
Prepare, manage, and track Box Office budget
Establish a positive, creative, and professional work environment and motivate staff to participate and adapt to dynamic and challenging situations.
Exercise confidence, kindness, and mentorship in speaking to and working with team members when something needs to be improved or retrained
Oversee and assign daily flow of in-person, phone, and email channels to Box Office staff and ensure all inquiries receive a timely reply
Respond to patron questions, concerns, or complaints, and manage difficult or emotional patron situations
Remain calm and diplomatic with escalated issues, resolve high level patron concerns using exceptional problem-solving skills to quickly achieve a mutually satisfying result and rebuild trust
Serve as Guest Services representative during performances and on an as-needed basis
Approve timesheets and ensure timely submission
Assist with seasonal allocation of subscription tickets and mailings
And other duties as assigned by the Director of Public Relations and Marketing and/or Managing Director.
Required Qualifications
Advance knowledge of event ticketing and CRM software, preferably Spektrix and DotDigital
Strong computer skills with proficiency in Google Suite and Microsoft Office Suite
Ability to manipulate database software to store, retrieve, and compile information into report format
Strong organizational skills with the ability to manage multiple projects and deadlines effectively.
Excellent interpersonal, customer service, and communication skills, capable of working collaboratively with diverse groups including Board members, onsite colleagues, and external partners.
Ability to work independently, as well as part of a team, with a high level of initiative and self-motivation.
Demonstrated commitment to and understanding of diversity, equity, inclusion, and belonging.
Ability to meet tight deadlines and work well under pressure.Strong verbal and written communications skills.
Interpersonal skills and ability to work in an agile, fast-paced environment required.
Willingness and understanding to work flexible hours as needed.
Ability to manage a variety of projects and requests quickly and efficiently. Able to multi-task projects concurrently, while maintaining quality.
Education / Training
Bachelor’s degree in Business Administration, Accounting, Theater/Arts, Communications, or a related field and/or equivalent experience/training
Minimum of 2-3 years of experience in a theatrical box office management, customer service, business administration, or public relations role, including scheduling, hiring, and managing staff, preferably in the arts or cultural sector
Preferred Qualifications
Two (2) years of experience with managing a customer service department
Familiarity with the art, culture, and/or entertainment (e.g. live events, professional or intercollegiate athletics, theme parks, etc.) environment.
Critical thinking skills
Ability to speak Spanish a plus
Ability to grasp and understand business concepts and issues, while demonstrating knowledge of market and competition
Ability to deal with others if conflict arises; ability to find a solution for or to deal proactively with work-related problems
Ability to use thinking and reasoning to solve problems
Ability to communicate in writing clearly and concisely
Possessing the trait of being organized or following a systematic method of performing tasks
Proven record of providing superior customer service with excellent interpersonal communication skills
Confident and assured in public interactions, superior conflict resolution skills
Accommodate a flexible schedule including weekends, evenings, and some holidays
Experience with Spektrix and DotDigital
Ability to appropriately manage confidential information
Physical Demands
Required to sit and/or stand for long periods of time
Required to talk and hear
Noise level in the environment is moderate
May be required to lift up to 25 lbs
Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the position
Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus
Work environment can include administrative offices, public spaces, theatrical spaces, scenic, paint, and costume shops, dressing rooms, backstage, and break areas
Additional notes:
This position is for a full-time “Box Office Manager” on-site at Orlando Shakes’ Lowndes Shakespeare Center in Loch Haven Park
The ideal candidate must be detail-oriented, a team player, and has the ability to work on multiple projects in a fun, fast-paced, and at times, high-pressure environment
Ability to take feedback from multiple sources and translate that into meaningful improvements
Reports to the Director of Public Relations & Marketing
Works alongside front of house, communications and marketing colleagues and consultants, audience development, community relations, development, operations, and production colleagues
Attends staff, management, and other meetings as required
Serves as ticket office representative on performance days; fill-in for Box Office staff as-needed
Benefits
403(b) retirement
Health Insurance
Dental Insurance (at no cost to employee)
Vision Plan (at no cost to employee)
Free telehealth visits
Paid time off
Additional paid federal holidays off
Free & discounted family & friends tickets to performances
Schedule:
40-hours/week (afternoons and evenings) Monday through Friday (off-season); Wednesday through Sunday (in-season), including (potentially) some holidays
When applying, please include a cover letter and resume (required). To apply (link). No phone calls, please.
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