Ticket Operations & Patron Serv. Mgr., BCB - #19940791

Boston Conservatory at Berklee

Date: Oct 16, 2021
City: South Walpole, MA
Contract type: Full time
Boston Conservatory at Berklee

"Reporting to the Associate Director for Event Management and Audience Services 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 15¬-20, 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."

Essential Functions/Primary Duties and Responsibilities:

  • 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 15¬-20 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 three main venues. Staffs approximately 160 performances per year with student house managers, ushers and box office clerks, 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

Physical Demands and Work Environment:

  • Ability to work nights, weekends, holidays, and overtime hours as dictated by event schedule
  • Ability to be on call during events and to respond to emergencies from box office staff
  • Ability to move quickly between offices, campuses, and events
  • Must be able to climb stairs
  • Must be able to lift 50lbs

The above information on this position description has been designed to indicate the general nature and level of work performed by individuals within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Requirements are subject to possible modification to reasonably accommodate qualified individuals with disabilities. This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship

External and internal applicants, as well as position incumbents who become disabled as defined under the Americans With Disabilities Act, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis

Incomplete applications will not be considered. The position will remain open for applications until filled.

Berklee 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

  • Currently enrolled Berklee students are not permitted to apply for staff or faculty positions

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