City of Fort Wayne

Job Description:

SUMMARY

Working under the direction of the Theatre Manager incumbent is the highest tier of customer service for the facility. This position assures that all customers are treated fairly and courteously in a prompt and professional manner and takes responsibility for the quality of the customer experience. The Assistant Manager - Theatre Box Office resolves customer service disputes and has the authority to exercise reasonable judgement on behalf of the organization. The Assistant Manager - Theatre Box Office is also responsible for customer service for rental clients such as promoters in all front of house matters. A thorough knowledge/experience of operations of this facility as well as outstanding customer service experience allows incumbent to assist all front of house areas.  The incumbent is expected to exercise good judgment, independence, initiative, and professional expertise in conducting day-to-day operations. All work duties and activities must be performed in accordance with the City safety rules and operating regulations, policies and procedures as well as federal, state, and local regulations. 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the ability to interact with the public, City incumbents, and outside agencies with patience, tact, respect, and professionalism and the following. Other duties may be assigned.

• Directly supervises box office lead and house lead, supervises other staff as needed
• Balance and reconcile of all revenues collected from ticket sales and ancillary income, including merchandise sales and food and beverage sales daily;
• Interacts positively and communicates effectively internally with ticketing staff, General Manager, talent buyers, marketing and internal staff;
• Provides day-of-show liaison support for promoters in all front of house related areas;
• Administers ticketing initiatives including, but not limited to, auctions, fan club sales, presales, sponsorship programs, promotional offers, and VIP packages;
• Provides closing documents to facility rental clients on day-of-show;
• Is able to fill in at a moment’s notice in any front of house related needs which might occur;
• Conducts personnel evaluations, coordinates training, manages disciplinary actions, schedules, and supervises;
• Creates, maintains, modifies, and manages all ticketed events in a computerized environment utilizing Ticketmaster ticketing systems;
• Manages and monitors communication between all critical parties to ensure accurate completion of ticket counts, event builds, inventory management, will call, guest list, and all other Box Office processes leading up to the actual event;
• Manages the process of filling internal ticket order requests timely and accurately;
• Attends each event to ensure quality customer service and to manage day of show staff;
• Organizes department and financial information for internal and external meetings as required;
• Adheres to City cash handling procedures for the facility;
• Confirms correct processing of daily reporting;
• Confirms egress through all fire exits and audience walkways;
• Supervises the point of contact for patron safety;
• Performs duties in accordance with city's safety rules and operating regulations;
• Assists Theatre Manager as needed.

MARGINAL FUNCTIONS

Performs other duties as assigned.

PERFORMANCE EXPECTATIONS

The incumbent is responsible to manage their performance in accordance with this job description and the performance expectations provided to them by management. If at any time the incumbent is unsure of their role or specific responsibilities, it is the incumbent’s responsibility to refer to their job description and ask for clarification from their supervisor. Management will work with the incumbent, as needed, to ensure performance expectations are clearly communicated and performance goals are achieved.

SUPERVISORY RESPONSIBILITIES

Has direct supervisory role for seasonal employees, and occasionally contract staff and volunteers.

QUALIFICATIONS

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

• High school diploma or general education degree (GED); Bachelor’s degree from an accredited university in a related field preferred;
• Two or more years’ experience working in a large event venue environment;

OTHER KNOWLEDGE, SKILLS and/or ABILITIES

• Must have a comprehensive working knowledge of all non-production theatre operations;
• Direct experience with Ticketmaster TM1 sales platform;
• Proven track record of outstanding customer service and leadership skills;
• Must demonstrate extreme patience when working with all stake holders;
• Ability to train workers in multiple disciplines;
• Demonstrated supervisory skills;
• Demonstrated excellent communication skills;
• Flexible schedule required for events. Many nights and weekends will be required;
• Ability to establish priorities and manage multiple situations in a fast paced environment;
• Professional demeanor and attire;
• Understands complex, varied non-standardized tasks, processes, or operations;
• Communicates efficiently and effectively while training various skills;
• Ability to establish and maintain a cooperative working relationship with departmental leads, operating staff and the general public.

LANGUAGE SKILLS

Level of instructions is generally accepted but is not always clearly applicable. Judgment is needed in selecting the most pertinent guidelines in interpreting precedents and in adapting to standards set by the Fort Wayne Parks and Recreation Department. Incumbent's contacts are with persons employed by other agencies, or with public. Incumbent handles questions, complaints requiring judgment and tact in order to render service, carry out policy and maintain coordination.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Incumbent makes choices and takes actions performing a variety of relatively standardized assignments. Errors in decisions or work are not immediately apparent through supervisory review, but are revealed through adverse effects on operations. Incumbents work consists of standardized practices and procedures. Work requires analysis and judgment. Work is reviewed for quality and accuracy at critical phases and upon completion.

CERTIFICATES, LICENSES, REGISTRATIONS

Valid Indiana Driver's License as individual will use Parks Department vehicle for deliveries.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand, walk, and talk or hear. The employee frequently is required to sit; use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee is occasionally required to climb or balance. The employee must frequently lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work requires some contact with changing conditions, some lifting or moderate labor involved. Incumbent is normally standing, walking or lifting light objects. Incumbent may require greater than normal physical abilities such as visual or hearing activity. While performing the duties of this job, the employee is regularly exposed to outside weather conditions. The noise level in the work environment is usually loud.