Ticket Operations & Patron Services Manager - Berklee College of Music in Boston Massachusetts

Unfortunately, this job is expired as of 1/19/2016.

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Berklee College of Music

Boston, Massachusetts

United States

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Detailed Job Description

Responsible for the management and coordination of ticket operations to maximize sales and attendance for three on-campus venues – the Berklee Performance Center (BPC), David Friend Recital Hall, and the Red Room at Café 939.  Oversees box office procedures and venue-related income in coordination with event producers, Comptroller’s Office and department personnel.  Reconciles monthly sales of concessions for the Red Room at Café 939 and submits payment to café vendor Aramark.  Directly supervises and manages box office work-study staff (up to 10 people). Represents the department in interactions with ticket vendors and partners. Acts as a point of contact for Berklee’s ticketing vendor, taking the lead on the implementation of improvements and updates to the software.  Acts as the primary contact for troubleshooting issues with the ticketing software.  Reconciles monthly charges related to credit card and ticket vendor expenses.  Acts as Accessibility Coordinator for the department.

Key Responsibilities:

  • Ensures venue box office operates within the scope of ticketing, accounting and banking best practices
  • Hires, coaches, disciplines and motivates box office work-study employees.
  • Maintains the BPC and the Red Room at Café 939 checking account and assists with daily reconciliation, preparation of deposits and cash monitoring as needed.
  • Oversees patron accounts, memberships and donation programs.  Coordinates coupons, group sales and packages through the use of marketing tools.
  • Conducts designated event settlements and provides documentation to Senior Director and Comptroller’s office.  Monitors box office receipts and event expenses.  Concludes payments with promoters.
  • Oversees the collection, maintenance and accurate data reporting of all records in regard to ticket sales, show settlements, ticket vendor fees, donations and membership payments, merchandise sales, sales revenue and event attendance for all events, not limited to regularly scheduled concerts, to the Senior Director and Comptroller’s Office for historical, archival, financial, accounting and forecasting purposes
  • Works with ticket vendor and event producers from start to finish to set up and manage all aspects of internal and external events, including event programming, on-sales, scaling, issuing consignment tickets, fulfilling various ticket orders, providing ticket counts, placing seat holds, compiling guest lists, coordinating special promotions, fan club campaigns and presales, etc.
  • Oversees box office during performances and promotes and demonstrates consistently high standards of interaction with visitors and fellow staff members by providing first-class customer service and developing and maintaining a friendly and positive box office environment
  • Coordinates event details and regularly communicates with employees, department, college, external event personnel or the general public about any sales information, including discounts and promotions
  • Acts as point person for ADA requests, questions, auxiliary aids and other services and communicates new and established ADA policies to venue staff.
  • Calmly resolves customer complaints and conflicts; Models the highest level of service for guests and colleagues by providing prompt, proactive, and efficient response to all problems, issues and questions.
  • Manages unforeseen situations and contributes to a safe environment by ensuring proper emergency communication, protocol and first aid assistance
  • Works with IT to ensure sufficient software and hardware operation and maintenance
  • Assists with house management, event booking and marketing duties, when necessary

Required Skills

  • Strong supervisory skills and proven leadership to manage work-study staff.  Leads by example. 
  • Innovative, driven, creative, forward-thinking, entrepreneurial, committed, hard worker who picks up new skills quickly, takes initiative and is motivated to work in a resource-limited environment
  • Positive attitude, energetic, dynamic, personable, enthusiastic and outgoing
  • Excellent planning and project management skills, strong analytical skills, the capacity to understand and report metrics, and the ability to create plans, execute them and achieve results
  • Long term and immediate decision making, creative problem solving
  • Ability to work well in a fast-paced environment, stressful situations, meeting deadlines under pressure while handling multiple projects at a time, and follow-through
  • Ability to work independently and in collaboration with others
  • Must be organized, pay attention to detail and accuracy, time management; strong follow-up skills
  • Ability to work nights, weekends and holidays, as dictated by event schedule
  • Ability to be on call during events and to respond to emergencies from box office staff
  • Proven ability to work & lead effectively in a highly diverse campus community

Required Experience

  • Demonstrated knowledge and experience with ticketing, box office operations or similar work environments, excellent customer service etiquette and best practices, computer operations, accounting, budgets, cash and credit card management procedures, understanding of banking practices.
  • Experience in manual/computerized accounting functions
  • Working knowledge of venue operations; experience working with entertainment industry professionals maintaining positive, professional relationships with artists, producers and media
  • Demonstrated experience with computerized ticketing systems, including Vendini
  • Demonstrated current knowledge of ADA regulations, experience working with people of all abilities, including knowledge of various adaptive devices and accessible technologies
  • Experience with online scheduling software, i.e. WhenToWork preferred
  • Certified or extensive CPR and First Aid training or experience preferred

Berklee College of Music is committed to increasing the diversity of the college community and the curriculum. Candidates who can contribute to that goal are encouraged to apply and to identify their strengths in this area.

Keyword Phrases

  • Ticket Operations & Patron Services Manager
  • Learning lab for the music of today
  • Cultivating the musicianship of all students
  • Holistic and constantly evolving diversity
  • Cultural Facilities / Museums
Employment Type:Administrative Staff
Degree Required: See Job Description
Experience: See Job Description
Level of Job: Manager
Salary: See Job Description
Type of School:4 - Year / Masters Institution
Application Requirements: CV/Resume
Cover Letter