Box Office Customer Service Associate

2 weeks ago

Gary, Indiana, United States Hard Rock International (USA), Inc. Full time
Job Description

Overview

POSITION SUMMARY:

The individual in this role is tasked with effectively conveying information about events at Hard Rock Live; aids in ticket sales for performances, provides support during event nights, and promotes forthcoming shows and activities to patrons on the casino floor.


Responsibilities

ESSENTIAL FUNCTIONS:

(These functions serve as a general illustration of the work performed in this job classification and are not exhaustive for this position)

  • Fosters an environment that encourages guests to choose Hard Rock Casino Northern Indiana for their entertainment; responsible for actively communicating and promoting Hard Rock Live shows while delivering exceptional guest service.
  • Assists the Box Office Supervisor with in-person sales, incoming inquiries, and other communication related to the Box Office.
  • Clearly explains the seating arrangement for Hard Rock Live.
  • Maintains accountability for a cash drawer, ensuring it balances at the end of each shift.
  • Processes various forms of payment (credit card, debit card, etc.) with the necessary approvals.
  • Distributes cash and complimentary concert tickets along with VIP credentials.
  • Assists with the management of ticket inventory for events.
  • May distribute promotional materials and gifts.
  • Participates in meetings and completes follow-up tasks as assigned.
  • Engages in off-site functions and events as required.
  • Performs duties consistently and reliably.
  • Other responsibilities as assigned.

NON-ESSENTIAL JOB FUNCTIONS

  • Attend training sessions as necessary.

Qualifications

EDUCATION AND /OR EXPERIENCE REQUIREMENTS:

(Related education and experience may be interchangeable on a year-for-year basis)

One (1) to two (2) years of prior experience in cashiering and/or ticketing is preferred. This knowledge and these skills are typically acquired through two months of on-the-job training or through related customer service experience.

ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc.):

  • Must obtain and maintain all licenses/certifications as per Federal, State, and Gaming/Lottery regulations.
  • Must successfully pass a background check.
  • Must successfully pass a drug screening.
  • Must be at least twenty-one (21) years of age.
  • Must be available to work on holidays and weekends, as well as flexible shifts.

KNOWLEDGE OF:

  • Proficiency in computer skills with strong oral and written English communication abilities required.
  • Excellent phone etiquette and guest relations skills are essential.
  • Multi-lingual capabilities are preferred.
  • Understanding of and experience in ticketing processes.
  • Familiarity with procedures, methods, and equipment including computers and relevant software applications such as word processing, email, spreadsheets, and databases, including a solid working knowledge of Microsoft Word, Excel, Outlook, and PowerPoint.
  • Awareness of pertinent federal, state, and local laws, codes, and regulations.
  • Experience in cash handling, marketing, and sales techniques.
  • Familiarity with TM1 Sales and TM Host System is preferred.

ABILITY TO:

  • Utilize Ticketmaster TM1 Sales (or current ticketing system) to understand ticket availability, manifests, and show details.
  • Learn the Ticketmaster Host System; previous experience is advantageous.
  • Deliver a service level that cultivates an atmosphere encouraging guests to return, ensuring each guest has a positive and memorable entertainment experience.
  • Consistently exceed expectations in fulfilling position responsibilities to contribute to organizational goals.
  • Project an image of enthusiasm and professionalism while maintaining a polished appearance.
  • Communicate clearly and effectively, both verbally and in writing.
  • Operate all required equipment efficiently and effectively.
  • Establish and maintain positive working relationships with colleagues and external contacts.
  • Be adaptable to varying shifts and schedules as necessary.
  • Effectively communicate with external contacts and all levels of team members.
  • Review and comprehend all necessary documentation.
  • This position involves spending time on the casino floor, subject to varying levels of crowds, noise, and smoke, depending on guest volume.
  • Perform effectively in a fast-paced environment.
  • Interact professionally with business contacts and customers.
  • Obtain and maintain all licenses/certifications as required by Federal, State, and Gaming regulations.
  • Be able to move throughout the business (standing, walking, kneeling, bending) for extended periods.
  • Express or exchange ideas verbally and perceive sounds accurately.
  • Demonstrate manual dexterity and hand-eye coordination, including the ability to work with hands above shoulder level.
  • Tolerate exposure to varying environmental conditions.

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