Ticket Office Manager

Ticket Office Manager

As a member of the Ticket Office within the Marketing Department, this role ensures an exceptional, welcoming, and inclusive experience for patrons. Key areas of responsibility include ticket office operations, staff management, customer relationship management system administration, and group sale coordination.

Essential duties and responsibilities include, but are not limited to, the following:

Patron Service and Experience:

• Ensuring that patrons and community members have an exceptional, welcoming, and inclusive experience when attending or interacting with Trinity Rep
• Managing and ensuring the staffing, training, overall smooth operation, and high customer service level of the Ticket Office staff and Receptionist for: In-bound and out-bound subscription and ticket sales and service, in-bound and out-bound group and school sales and service and general informational calls
• Resolving customer service issues or complaints

Ticketing and Sales Management:

• Assist in managing the subscription renewal process including preparing data for renewal invoices, processing and fulfilling subscription renewals, and the distribution of subscription packets
• Assist in maintaining and updating written policies and procedures for box office operation
• Oversee group sales and student matinee sales to reach target revenue goals by developing prospect lists, outreach and follow-up, ticket processing and fulfillment, reporting, and invoice generation
• Manage inventory (releasing any holds as needed, opening or closing seats based on sight lines, releasing any ticket orders on reservation as needed)
• Contributing ideas relating to increased efficiency of ticket office operations
• Participating in determining new or revised policies and procedures as necessary and long-term goals for ticket office functions
• Managing ticket office expenses, including supply ordering, ensuring appropriate staffing levels

Phone System Management:

Update phone automated messages pre and post season, during weather closures, and for holidays.

Reporting and Financial Management:

• Update reports and dashboards for PD and MFA performances
• Process payments for PD and Group sale orders
• Design, run, and distribute regular daily and weekly Brown/Trinity MFA sales reports based on the needs of the staff
• Aid in weekly database cleanup including unbalanced orders, duplicate accounts, and comp ticket reconciliation
• Aid with ticket order research when needed by the Finance and Administration department
• Assist with ticket office budget re:projections

Patron Database Management:

• Serve as a certified admin of the Customer Relationship Management software and provide interdepartmental support as necessary
• Build PD, MFA, and Special Events, pricing levels, and group discounts
• Ensure weekly database cleanup including unbalanced orders, duplicate accounts, and comp ticket reconciliation

Management and Administration:

• Advancing, supporting, and promoting organizational inclusion, diversity, equity, access, and anti-racism goals in staffing, policies, procedures, and practices
• Participate in activities with other Trinity Rep departments as needed

Supervisory Responsibilities:

• Supervise, manage, and lead ticket office staff with one full-time direct report (Ticket Office Supervisor), supported by additional part-time ticket office staff
• Carry out supervisory responsibilities in accordance with organizational policies and applicable laws
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; employee performance appraisal, management, and development; addressing and resolving problems

Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

Three or more years of professional experience and/or training in customer service, business, operations, or management; strong administrative and organizational skills; interest and/or involvement in an arts related enterprise; or equivalent combination of education and experience.

Language Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, business plans, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, employees, patrons, and the general public in writing, by telephone, through face-to-face conversation and public speaking.

Mathematical Skills:

Ability to work with mathematical concepts such as probability and statistical inference. Ability to calculate figures and amounts such as discounts, interest, commissions, fractions, percentages, ratios, and proportions. Ability to manage a budget and apply concepts of basic algebra.

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Computer Skills:

To perform this job successfully, an individual should have knowledge of customer relationship management software (Salesforce or PatronManager preferred); internet software; word processing software; and strong knowledge with spreadsheet software.

Physical Demands:

• Must be able to remain in a stationary position for up to 75% of the time
• Must be able to move about inside an office space and theater spaces to access file cabinets, office machinery, converse with and greet patrons, etc.
• Must have the physical ability to regularly operate a computer and other office productivity machinery (i.e. photocopier, computer printer)
• Must have ability to read computer screens and print materials
• Must be able to ascend/descend stairs and move about multiple times daily to navigate theater
• The person in this position frequently communicates with staff, artists, board members, vendors, patrons, and other constituencies. Must be able to exchange information, discuss, express oneself, and communicate in a tactful manner
• Must be able to observe physical body language and non-verbal cues
• Must have the physical ability to move objects weighing up to 5 pounds for office functions and event set-up

Work Environment:

• The noise level in the work environment is usually moderate
• Employee must be able to work nights and weekends up to 20% of the time
• Trinity Rep is a collaborative work environment, and employees must be open and willing to collaborate across departments and teams
• Trinity Rep is on an active and ongoing journey to be an anti-racist organization, advancing anti-racist policies and practices, and fostering and sustaining a culture that values community, social justice, and equity
• When onsite, this position works in an open office setting. While occasional remote work is possible, this position requires a regular onsite presence
• This position does not require travel

Trinity Repertory Company is an equal opportunity employer dedicated to building a culturally diverse, equitable, and anti-racist environment.

About Trinity Repertory Company:

Rhode Island's Tony Award-winning theater company, Trinity Rep has created unparalleled professional theater for and with its community since its founding in 1963. Trinity Rep is committed to reinventing the public square and inspiring dialogue by creating emotionally-stimulating productions and innovative education programs for all ages and abilities. Whether classical or contemporary, all of Trinity Rep's productions connect audiences with the play and each other in meaningful and sometimes surprising ways. Its annual production of A Christmas Carol has brought families together for 40+ years and made memories for over a million audience members. Trinity Rep shapes the future of the nation's theater through the development and production of new plays, as well as the tuition-free Brown University/Trinity Rep MFA program one of the leading programs for actor and director training in the world.

Trinity Rep strives to facilitate human connection through its commitment to forming meaningful community partnerships, creating a safe and welcoming environment for everyone, delivering exceptional customer service, and connecting patrons with its resident company of artists. Trinity Rep has resolved to place anti-racism at the center of its work, and has embarked on a robust planning process to develop and implement a bold new vision for theater making, education, and community engagement, founded on the principles of genuine equity and anti-racism.

Located in downtown Providence, Trinity Rep has long been a driving force behind the creativity that fuels and defines the region. Typically employing over 250 artists, educators, and administrators, the organization generates nearly $21 million in direct and indirect economic activity annually.