Guest Services Manager

Description

SUMMARY:

Responsible for the oversight of the ticketing operations and customer service for all programs of Scottsdale Arts .. Responsible for overseeing all ticket sales programs, data collection and high quality customer interactions.

ESSENTIAL FUNCTIONS: (Under direction of supervisor)

1. Manages ticketing services for all areas of the organization including the Center, SMoCA, SPA, DEVELOPMENT TEAM, SALI and Rentals. 
2. Working closely with department and division heads, maintains an active role in the ticketing processes including seating maps, pricing, inventory, sales and marketing of programing. Oversees season launch.
3. Oversee Group Sales Program facilitated by the department.
4. Runs reports, analyzes data and provides information from the system as scheduled or requested.
5. Provides budget oversight and recommendations for department including monitoring expenses, projections and providing clarifications for variances.
6. Performs a variety of supervisory functions including oversight of staff, recruitment, employee relations, training, performance review, counseling, scheduling, work assignments, problem resolution etc. Supervision is performed in accordance with organizational policies and procedures and supports a positive organizational culture.
7. Oversees ticketing stock inventory, ticketing hardware system, and makes appropriate recommendations regarding upgrades, quotes, and maintenance of equipment.
8. Provides seating map strategies and recommendations to appropriate personnel and then adjusts as needed to maximize sales opportunities. Manages the complimentary ticket process and organizes opportunities to fulfill through liaisons with outside organizations. 
9. Ensures staff are aware of current advertising and promotions; responsible for overseeing season launch through ticket office. Ensures brochure advertising plan and atrium displays are appropriate and engaged.
10. Develops and implements a variety of ways to maximize ticket sales and ensures associates are trained and monitored regarding efforts. Tracks trends, makes adjustments and generally ensures that box office staff are appropriately utilizing techniques.
11. Maximizes guest experience through interpersonal communication, interaction and resolving of issues or concerns. Maintains a proactive stance regarding guest experience and reflects the organization’s high standards in this area. Works with membership, Board or Senior Management to coordinate the VIP and sponsor ticket requests.
12. Recommends updates to terms, conditions, fees, and accessibility information. Communicates as needed with event staff regarding issues.
13. Develop and oversee Box Office Concierge program.
14. Document all pertinent patron interactions Audience View (starting November 2022).
15. Performs other duties as required.

Requirements

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.

1. Education: Bachelor’s degree in related field (Lesser degree with additional experience may be substituted)
2. Experience: 3 to 5 years experience with progressively increasing areas of responsibility including supervision of staff. Experience in advertising, media buying and data/ROI analysis.
3. Attributes:

• Exceptional written and interpersonal communication skills required.
• Ability to read and interpret documents including financial reports, contracts, cost estimates invoices, etc...
• Ability to calculate figures and amounts such as discounts, interests, commissions, proportions, percentages. Able to apply concepts of basic algebra and geometry.
• Ability to solve practical problems and deal with a variety of concrete variables in solutions where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram and schedule form.
• Demonstrated strong initiative, proactive approach.
• Requires advanced knowledge of Microsoft Office, Tessitura (or similar program)

1. Work Environment: Office setting with frequent periods of sitting or standing. Required to talk, hear, use hands and fingers to handle or feel objects, must have ability to stoop, kneel or crouch. Works with computer and other office equipment and may push, pull, lift and/or move up to 40lbs. This position requires a flexible work schedule including evenings and weekends. 
2. Other requirements:

• Must possess valid driver’s license and driving record which is acceptable to the organization’s insurance carrier. 

Salary : $55,000 - $60,000