University of British Columbia Hiring for Ticket Office Supervisor-1 at Vancouver, BC Full Time

Job Category

CUPE 2950

Job Profile

CUPE 2950 Hourly – Ticket Office Supervisor

Job Title

Ticket Office Supervisor-1

Department

Ticket Staff | Chan Centre for the Performing Arts

Compensation Range

29.34 – $31.62 CAD Hourly

Posting End Date

July 29, 2022

Note: Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above.

Job End Date

Job Summary

Under the direction of the Ticket Operations Manager (TOM) oversees daily operations of the ticket office and supervises a team of staff in efficiently providing a superior level of customer service to patrons and clients of the Chan Centre for the Performing Arts. Works under the direction of the Ticket Operations Manager to ensure the financially effective and customer service-oriented operations of the department.

WORKING RELATIONSHIPS:

• communicates with various internal clients (e.g. UBC Ceremonies and Events, Theatre at UBC, School of Music)
• communicates with external clients, promoters, producers, publicists, event organizers and their box offices
• communicates with ticketing system provider
• communicates with patrons, subscribers and members of the Chan Centre
• works closely with all Chan Centre Departments
• supervises Ticket Captains and Ticket Sellers

Organizational Status

Reports to the Ticket Operations Manager and works with all Chan Centre management and staff.

Work Performed

LEADERSHIP

Responsible for the efficient daily operations of the Ticket Office.

Evaluates ticket office policies, processes and procedures and makes recommendations to the Ticket Operations Manager to streamline and provide the highest efficiency.

Under the direction of the (TOM) implements policies and procedures for effective information flow of ticketing issues to pertinent Chan Centre staff, and clients to ensure smooth and efficient operations and to prevent revenue loss.

Trains, coaches, schedules, supervises, and provides input to the (TOM) re: ticket staff evaluations.

Ensures that day-to-day operations and events are adequately staffed to meet operational need.

Creates and fosters a positive and friendly working environment through establishing open communication and ongoing coaching with staff.

Ensures ticket staff are well informed on procedures and programs consistent with established goals, objectives and policies.

Ensures ticket staff are well informed of pertinent ticket information, details, policies and procedures specific to each event.

Maintains training programs, info sessions and operating manuals for staff

Monitors staff attendance, staff conduct, dress code and staff concerns/issues

Communicates health and safety and human resources policies and ensures that work performed by ticket staff is being carried out in a safe and correct manner

Ensures that the visual presentation and professionalism of the ticket office environment is maintained by the staff (e.g. event literature properly and appropriately displayed, clean and organized ticket office, etc.)

FINANCIAL:
Proofs daily, weekly, monthly ticket off reports to ensure accuracy.

In conjunction with the (TOM) ensures that proper payment transaction and procedures are followed by staff.

Performs and oversees the daily reconciliation of ticket office sales.

Compiles and verifies weekly and monthly ticket office sales and income deposits.

Distributes pre-made cash floats and maintains floats have enough change and works with Front of House to balance and maintain main float.

Ensures cash floats and point of sale transactions are accurate and balanced for ticket office staff.

Assists with event ticket settlement reconciliation.

PATRON & CLIENT SERVICE :
. Ensures exemplary customer service is provided by staff at all times

. Investigates and resolves ticketing concerns and questions raised by clients and patrons. Relays escalated issues to Ticket Operations Manager.

Answers client queries including ticket requests, complimentary ticket lists and ticket counts and provides necessary reports required.

Fulfills client ticket consignments and comp requests and ensures proper policy and procedure are adhered to.

Liaises with secondary box offices including Co-Presenter, UBC Theatre and UBC Opera box offices and ensures that operations coincide efficiently with the Chan s.

In conjunction with the (TOM) ensures that ticketing services meet contractual obligations, client expectations and the high standards of the Chan Centre.

In conjunction with the (TOM) ensures proper seat inventory practices are implemented by staff and clients.

Provides venue tours for ticket office clients and ticket staff focusing on seating and ticketing information.

TICKETING/SYSTEMS :
Maintains and organizes event system requirements – seat holds, levels opened, putting events on/off sale etc.

Ensures all inventory, equipment and supplies are working and available.

Oversees ticket stock inventory.

Fulfills and monitors VIP and staff ticket requests

Provides ongoing assessment of resources required to meet sales and service objectives.

Assists with event creation and maintenance on the ticketing system.

Maintains Access Manager (ticket barcode scanning system) event updates

Monitors ticket office ACD phone system to ensure efficient response time.

Oversees the maintenance of Ticket Office phone recordings and web event listing accuracy.

REPORTING :
Provides and maintains effective and accurate event information and ticket reports to clients, ticket staff and other Chan staff.

Generates ticket sales and data reports for management.

Prepares ticket office show notes for Ticket Captains and extracts information from the FOH Show Notes for direction and effective event ticketing operations prior to and during the events.

Compiles and verifies post-event notes and reports completed by Ticket Captains and performs necessary action and/or provides recommendations required.

Supervises the collection of accurate patron and ticket data for the Marketing Department as well as provides feedback from the front line ticket staff to the Marketing department

MISCELLANEOUS :
May perform duties of Ticket Seller & Ticket Captain as required.

May perform duties of the Ticket Operations Manager in his/her absence or as required.

Performs other related duties as required.

WORKING CONDITIONS:
Works in a highly customer service-oriented industry, which involves a variety of clients and patrons who are sometimes demanding. Must constantly meet tight deadlines. Workload is fast-paced, frequently heavy and working environment at times stressful.

Consequence of Error/Judgement

Consequences of error rest with the incumbent who has to rectify his/her own errors. Must recognize and analyze problems and situations and use troubleshooting techniques to reach solutions. Judgment is applied in a variety of situations where governing precedents may not be available. Ineffective implementation of policies and procedures, misjudgment in ticketing decisions and operations, errors in reporting and reconciliation of event ticketing, poor relations with clients, patrons and staff could jeopardize important partnerships and customer relations, and damage the reputation and revenue-making potential of the Chan Centre for the Performing Arts and UBC. Decisions made could directly impact on the security and safety of the patrons and place the Chan Centre and UBC in a libelous situation.

Supervision Received

Works under the administrative direction of the Ticket Operations Manager and receives instruction only on unusual problems or on matters which depart radically from established policy and procedures. Substantial personal initiative is expected and a high degree of independent decision-making is required.

Supervision Given

Is responsible for supervising the Ticket Sellers and Ticket Captains and coordinates work assignments as required. Provides input to the Ticket Operations Manager on matters regarding work policy, procedure and discipline.

Minimum Qualifications

High school graduation. A minimum of four years experience in professional ticket office sales.

Preferred Qualifications

A minimum of three year experience working at a supervisory level in a ticket office with a computerized ticketing system. Demonstrated experience and extensive knowledge and operation of a computerized ticketing system. Solid knowledge of standard box office procedures and financial aspects including settlements and ticket audits; and extensive experience in payment transaction procedures, accounting and reconciliation. Experience dealing with diverse needs of varied user groups in ticketing and in the arts environment. Demonstrated ability to deliver superior customer service. Experience working in a unionized environment and familiarity with a university environment preferred. Strong leadership skills with demonstrated supervisory skills and ability to motivate staff and foster a team environment. Exceptional interpersonal, organizational, financial, analytical, conflict resolution and customer service skills as well as effective oral and written communication skills. Ability to work in a complex and demanding environment with a high level of attention to detail. Ability to meet multiple/stringent deadlines, make quick decisions and multi-task. Ability to prioritize workload, balance multiple projects at the same time, manage time effectively and work under pressure. Ability to establish and maintain effective working relationships with a variety of internal and external contacts. Ability to exercise tact, confidentiality, discretion, patience and sound judgment in dealing with patrons/clients and when handling sensitive and/or confidential matters. Extensive computer experience required using Microsoft Office programs such as Word, Excel, Outlook, email, internet and demonstrated experience in the operation of a computerized ticketing system. Must be creative and be able to take initiative.

Ability to work independently and in a team environment. Strong knowledge of general office and basic accounting procedures and practices including cash handling and credit card/debit card transactions and standard box office procedures. Must be able to work irregular hours and respond to on-call demands including evenings and weekends.