Ticket Office Manager - Casino jobs in South Portland, ME

Manage the operations and training of all point-of-sale departments, including Lift Tickets, Season Passes, Snowsports School, Tubing Park & Mountain Adventure Park.  Conduct product and sales training for resort-wide ticket sellers and phone operators. Responsible for the programming, administration and training of Siriusware Ticketing and e-commerce Systems and work directly with Marketing and Sales to ensure product and pricing accuracy of e-commerce.  Overall, this position requires strong attention to detail, organizational skills, and the ability to work effectively with both technical systems and cross-functional teams. As a customer focused organization, a crucial part of each employee’s job is to get and keep guests.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

1. Responsible for all aspects of the Ticket Sales department, including staff hiring, training/coaching on products and POS systems, weekly scheduling, and informational support.
2. Maintain superior knowledge of all resort products and support Cranmore sales goals through cross-sell, up-sell and other merchandising opportunities. 
3. Maintain a strong working knowledge of all POS systems (Siriusware and E-Commerce platforms).
4. Work with sales staff to ensure the guests’ needs are being matched with an appropriate resort product while being mindful of the resort sales goals.
5. Maintain product configuration, including prices, specials and new products in Siriusware.
6. Create and test print layouts for tickets, passes, receipts, and confirmation letters.
7. Coordinate Siriusware setup for programs between all point-of-sale departments (Tickets, Snowsports School, Rentals, Group Sales, Tubing Park, etc.).
8. Identify user training needs and work with department supervisors to develop standardized training programs for front-end users.
9. Act as Manager on Duty (MOD) and assist with daily operations as needed, such as opening and closing, inventory control, and reservations.  
10. Ensure the Ticket office, Artist Falls Lodge, Rentals & Arlberg POS areas are always neat.
11. Troubleshooting any issues related to ticketing setup or sales.
12. Staying informed about industry trends and best practices in ecommerce and ticketing systems.
13. Communicate and work with all resort departments in resolving guest issues and assisting in sales training efforts.
14. Compile daily receipts and associated reports, as well as weekly and season to date reports as needed.
15. Conducting regular audits to ensure data accuracy and consistency across platforms.
16. Ensure all sales staff follow established cash handling procedures and maintain accurate cash drawers.
17. Contribute to team effort by participating in job sharing, assuming responsibility for the cleanliness of the resort and safety of guests and employees; participating in safety meetings; accepting diverse assignments; maintain a positive and friendly attitude and demeanor in all internal and external interactions.
18. Meet service level objectives and department goals as set forth by immediate supervisor.
19. Flexible working hours. 

GENERAL ACCOUNTABILITIES

1. Hire, motivate, evaluate, and direct staff to ensure adequate guidance and resources to accomplish established goals and objectives.  Ensure that all employees receive the training, support, guidance, feedback and resources necessary. 
2. Maintain and enhance a guest focused culture in all areas of responsibility.
3. Maintain schedules in compliance with regulations and authorities having jurisdiction; manage responsibilities in compliance with resort safety policies.
4. Maintain current status on legal issues and technological advances that impact the industry; maintain awareness of scope and progress of competition.
5. Effective communication skills with all levels of employees, guests and all other outside contacts.
6. Ability to delegate responsibility, motivate and lead direct reports to achieve goals and objectives.
7. Familiarity with state and federal environmental standards and OSHA regulations.
8. Understanding of corporate and resort specific policies and procedures. 

RESPONSIBILITIES TO SAFETY

1. Protect the safety of self, co-workers, and Cranmore Mountain Resort guests and assets at all times.
2. Report any potentially harmful equipment or situations to the immediate supervisor without delay.
3. Report safety-related accidents and incidents at once to immediate supervisor.
4. Follow all company and department safety policies and procedures.
5. Operate equipment in a safe manner that will not lead to injury of you or others.
6. Drive in accordance with the law and Cranmore Mountain Resort policies.

 SUPERVISORY RESPONSIBILITIES

Manage 15-35 subordinate employees in the Ticket Sales department.  Responsible for the supervision, coordination, and evaluation of these units.  Carry out supervisory responsibilities in accordance with the organization’s policies and applicable laws.  Responsibilities include interviewing and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

 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 equivalent); 4-year college degree preferred.  Prior guest service or customer relations experience preferred.  Intermediate to advanced working knowledge of MS Office and web-based system applications. Experience with Siriusware, RTP or equivalent software preferred. 

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 use hands to finger, handle, or feel and talk or hear.  The employee frequently is required to walk and sit.  The employee must occasionally lift and/or move up to 25 pounds.

SCHEDULING

Ticket Sales and Systems Manager is a full-time position with a minimum of 40-45 hours per week.  Hours vary based on season and business volumes.  The typical schedule is 5 days a week, 8-9 hours a day, between the hours of 8am and 8pm.  Weekends, holidays, and vacation weeks are included.