Ticket Operations and Patron Services Manager, Boston Conservatory at Berklee - Berklee College of Music in Boston Massachusetts

Unfortunately, this job is expired as of 7/19/2016.

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Berklee College of Music

Boston, Massachusetts

United States

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Detailed Job Description

Reporting to the Associate Director for Special Events for Berklee, the Ticket Operations and Patron Services Manager is charged with overseeing box office and front of house operations for all Boston Conservatory box office day­ shifts and ticketed performances at The Boston Conservatory, including management of the ticketing system, oversight of ticket prices and sales, money handling, financial reporting, and house management duties during a performance, such as ushering, patron issues, and emergencies. Utilizes ticketing system to assist with event marketing and patron services initiatives.

The Ticket Operation Manager’s primary responsibility is to ensure smooth and efficient operations of the box office during ticket sale hours and Boston Conservatory performances. This role oversees a Boston Conservatory student staff of 15­20, providing students with specialized training, oversight, direction, and support. In the event of a patron dispute, student discipline issue, or box office system upset, the Ticket Operations Manager is expected to resolve these issues in a diplomatic and timely manner, as to prevent further disruption.


  • Financial management ­ manages the box office operation budget with signing authority and is responsible for reconciling ticket sales, credit cards, and check deposits through monthly sales reporting in compliance with Berklee Comptroller’s Office and the Boston Conservatory Business Office.
  • Marketing ­ Works closely with Berklee and Boston Conservatory marketing managers to project semesterly revenue and devise special ticket sales and promotions aimed to increase revenue and build audience size. Utilizes ticketing system to create marketing and patron services campaigns such as pre­-show emails, post-­show surveys and weekly/monthly email marketing campaigns.
  • Department Administration ­ oversees and maintains ticketing software and hardware, building all events in the ticketing system and maintaining the patron database; required to troubleshoot patron issues with online sales, generate box office reports and analysis to departments as needed, enforce complimentary ticket policy, and work with appropriate parties to ensure that the box office staff has all necessary performance information and collateral in preparation of ticket sales and performance events.
  • Staff management ­ interviews, hires, trains, supervises and motivates a student staff of 15­20 and is responsible for making sure the box office and performances are adequately staffed during all hours of operation; is also responsible for quality control of all in ­person and phone sales, and is expected to maintain the highest level of customer service at all times.
  • House management ­ Manages ticketed performances held in the Boston Conservatory’s four main venues. Staffs approximately 160 performances per year with student house managers, ushers and box office clerks, as needed. Arranges for security details, as needed. Ensures safety and comfort of audience members during events by enforcing proper safety and security regulations and policies. Manages emergency situations, such as medical emergencies and house evacuations. Documents all incidents and emergencies. Assists in the coordination of safety policies, training and emergency response procedures for Conservatory venues.
  • Patron Services ­ manages high level patron complaints and concerns promptly and professionally, reporting issues to management, as appropriate; also communicates clearly and in a timely fashion to both internal and external audiences in all matters relating to box office and performances. Manages recorded phone line and general inquiry email for box office. Creates directional and informational signage necessary for events.
Possible Additional Duties and Responsibilities
  • Will assist with other marketing duties throughout the year, as time permits.
  • Will assist with box office management and event coverage for Berklee events, as needed.
  • 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
  • Ability to walk quickly between offices, campuses and events

Required Skills

  • A positive attitude; excellent interpersonal and customer service skills
  • Strong supervisory skills and proven leadership abilities to schedule, supervise and motivate student employees.
  • Ability to be a strong team player and to contribute energy, creativity and enthusiasm in a resource­limited environment
  • Ability to develop and maintain a work environment that delivers exceptional customer service, meets deadlines, and handles multiple projects at one time in a fast­paced, high stress environment
  • Ability to work independently and in collaboration with others
  • Ability to remain calm and focused in demanding and chaotic work environments and situations
  • Organized, detail and accuracy­oriented, with strong time management and follow­up skills
  • Proven ability to work & lead effectively in a highly diverse campus community

Required Experience

  • A minimum of three years of ticketing experience, preferably in the arts (theatre, opera, classical music, dance). Management experience strongly preferred.
  • House Management experience preferred. Knowledge of public assembly safety procedures and crowd management protocols and techniques.
  • Knowledge of accounting and budgeting functions, cash and credit card management procedures, banking practices associated with box office/venue operations, and event settlements.
  • Working knowledge of venue operations; experience working with entertainment industry professionals preferred
  • Demonstrated experience working with ticketing systems, including the marketing and CRM components of such systems. Proficiency in both Mac and PC computers and software. 
  • Demonstrated current knowledge of ADA regulations, experience working with people of all abilities, including knowledge of various adaptive devices and accessible technologies
  • Certification 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

  • Learning lab for the music of today
  • Cultivating the musicianship of all students
  • Holistic and constantly evolving diversity
  • Cultural Facilities / Museums
  • Event Coordination
Employment Type:Administrative Staff
Degree Required: Associate
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