Box Office Manager

BOX OFFICE MANAGER
Reports to Director of Performance Operations

POSITION OVERVIEW

Groton Hill Music Center is one of the most ambitious cultural projects in New England - a world-class education
and performance center on a stunning 110-acre landscape in Groton, MA. Our team is seeking an individual to
manage and maintain the box office, ticket sales, and day-of-show needs of this facility.

The applicant will embrace Groton Hill Music’s culture of providing an exceptional service experience, highly
personalized relationships, and stewardship of the facility’s usage by all departments and stakeholders. They will
be able to roll up their sleeves and work collaboratively to help ensure the success of the organization. This is a
key position, with opportunities for professional growth, that is especially critical as Groton Hill Music prepares for
the opening of its new facility in September 2022. An appreciation of the value of music and education in the lives
of individuals and communities is desired. Please note: this is an in-person position.

PRIMARY DUTIES AND RESPONSIBILITIES

The Box Office Manager coordinates all aspects of the box office, manages relationships with

artistic partners and presenters, and successfully cultivates season subscriptions and single ticket sales.

This includes managing ticket sales via online, phone, and in-person outlets, implementation of ticket sales

campaigns, and providing excellent customer service to patrons for events. This position is also responsible for

programming and monitoring the ticketing system, tracking daily sales and deposits, ticket account management

and fulfillment, supervising and directing staff and volunteers. This role is highly visible and interacts with artists,

sponsors, vendors, clients, and resident arts organizations. The Box Office Manager leads by example at all times

and provides the highest level of customer service to all guests, vendors, and clients.

This is a full-time salaried position requiring night, evening and weekend availability.

Box Office & Member Management:

• Oversee all Box Office operations – processing single, season and group ticket orders in a timely and

accurate manner.

• Establish procedures and policies that insure excellent level of service to patrons, subscribers, donors,

volunteers and patrons with special needs.

• Manage Box Office computerized ticketing system, setup events, kills/holds/comps, reports and maintains

accurate patron and donor records.

• Create and maintain a positive, professional, user-friendly and ADA compliant box office environment.

• Maintain the subscription database, send out renewals, and prepare subscription reports.

• Work with Performance/Marketing departments on mailing lists, customer service and special sales

programs.

• Work with facility renters to set up effective box office services.

• Develop and maintain documentation and training material on Box Office policies and procedures.
• Greet and direct walk-in traffic. Coordinate consistent window and phone coverage during business hours

with the Director of Performance Operations.

• Make sure that all staff are fully trained in handling customer issues and explaining policy regarding ticket

sales.

• Train key personnel in all aspects of the box office system so they are able to be deputized as necessary.

• Demonstrate excellent customer service skills, respond promptly to customer inquiries and requests, and

• Booking, assisting and greeting groups for an event or building tour as necessary.
• Provide rapid response for critical issues.

Event Staff Supervision:

• House management and event coordination duties as assigned by the Director of Performance Operations.

• Enforce venue policies and procedures and implement safety/emergency procedures.

• Resolve seating issues and respond to customer inquiries with empathy and authority.

• Schedule, train and supervise box office staff to ensure competency in all computer, financial and

customer service operations.

• Work with the Volunteer Coordinator and Director of Performance Operations to train and schedule

volunteer ushers, ticket takers, and other per-event staffing needs.

• Supervise staff from other departments who are helping with box office functions on a per-need basis.

Financial Reporting:

• Establish and enforce box office procedures that ensure financial accountability for all staff.

• Work closely with the Finance department to ensure all requirements be met for tax, auditing, patron, and

internal reporting and control.

• Oversee and reconcile daily activity and create daily, weekly, and monthly reporting for all departments.

• Maintain the CRM database standards and assist in data sharing between systems.

• Reconciling any issues between ticket sales and the finance department including shortages or overages.

• Any other duties as assigned by the Director of Performance Operations.

JOB QUALIFICATIONS:

Two to four years of Box Office experience. Management experience is strongly preferred.

Knowledge, Skills, and Abilities Required

• Must be able to work well independently and to manage, train, and motivate others.
• Excellent verbal and written communication and documentation skills required.
• Candidate must be able to successfully handle multiple priorities in sometimes high stress situations.
• Strong spreadsheet, database, reporting, budgeting, and presentation skills
• Proficiency with G Suite, Salesforce, and Audience View strongly preferred.
• Position requires the ability to accommodate a flexible schedule, including evenings, weekends, and

holidays in an in-person capacity, as well as being able to perform in a fast-paced, dynamic work
environment.

• Candidate should have cash handling experience and experience in scheduling staff members.
• Candidate must have the ability to work with the public and possess conflict resolution skills.

HOW TO APPLY

This is a newly-created full-time exempt position. Compensation depends upon the selected candidate’s
experience, skill set, and what they bring to the position. Please submit a cover letter, resume, and salary
requirements to Matt Malikowski, Director of Performance Operations, at mmalikowski@indianhillmusic.org.
Submissions without a cover letter and salary requirements will not be considered.

ABOUT INDIAN HILL MUSIC (SOON TO BE GROTON HILL MUSIC CENTER)

Now in its 37th year, Indian Hill Music is a thriving regional non-profit center for music education, performance,
and community outreach. One of only a few organizations in the U.S. that combines a community music school,
professional symphony orchestra, diverse concert series, and high-impact music philanthropy, Indian Hill Music
currently serves 79 communities in Massachusetts and Southern New Hampshire. We believe that music inspires
both our hearts and minds, encourages the growth of the whole person, and is integral to the lives of everyone
we serve. Our mission is to share the transformative power of music, through teaching and performing, and
giving music generously when there is need.

Groton Hill Music Center will include: a 1,000-seat concert hall; a 300-seat performance hall; 35 rehearsal,
teaching, ensemble, and community spaces; state-of-the-art acoustics; dynamic architecture; and lawn seating for
outdoor concerts. Groton Hill Music will become a regional gathering place for the highest quality music
education programs and professional performances of all genres.

Non-Discrimination Policy: Indian Hill Music does not discriminate on the basis of race, color, religion, gender,
sexual orientation, national origin, citizenship, ancestry, age, mental or physical disability, veteran status, or
any other category protected under applicable law in its admissions, education programs, activities, hiring
practices, or employment policies.

indianhillmusic.org * 36 King Street* P.O. Box 1484 * Littleton, MA * 01460