Box Office Manager - Gloucester Stage Company

Purpose and Scope



The purpose of this document is to establish the job requirements, duties, and responsibilities of the Box Office Manager. This is a front-level staff position, reporting to the Managing Director.



Responsibilities



The Box Office Manager oversees the sales and customer service for live performances and is responsible for successfully capturing financial and personal information.



Specific Duties



The Box Office Manager is a sales-oriented manager familiar with the North of Boston area; who is passionate about providing patrons with a welcoming invitation to experience live theatre on our stage. The specific duties and responsibilities of the position are broken down as follows:



Customer Relationship Management & Sales

Front of House Management

Web Commerce Coordination





1. Customer Relationship Management:



Provide accurate and clear information to visitors about what’s on sale, upcoming shows, and navigating Gloucester.

Interact with patrons in a courteous manner by displaying a poised and considerate demeanor even in stressful situations.

Represent Gloucester Stage by providing an exceptional first experience for new and potential patrons, answering questions related to and beyond the show.

Process ticket, tuition, product and donation sales, maintaining prompt receipt and event confirmation communications

Identify and coordinate group sales opportunities to special interest groups, school field trips, and social clubs.

Implement sales and discounts for appropriate group sales cultivation

Assist with administrative office duties and support for Gloucester Stage as needed.





Front of House Management:

Customer Experience



Engage in feedback opportunities with audience for continual improvement.

Maintain a clean and orderly office space and database of customers.

Act as representative in conversations with peer arts organizations in a manner that perpetuates the brand equity of Gloucester Stage Company.





Staffing



Work with House Manager to train and schedule seasonal staff for house manager, box office, concessions bar, and special event positions.

Develop policies and checklists to ensure consistent quality of service both in regards to work duties of staff/volunteers and services provided (e.g. late seating, refunds, etc.)

Support Volunteer Coordinator to maintain event schedules and volunteer needs in advance and in a thankful attitude.

Support Production Manager to preserve a safe atmosphere by keeping up with compliance requirements such as fire drill training, emergency light testing, etc.

Inventory



Maintain inventory of office supplies and ticket needs

Maintain inventory of concessions bar and building supplies with House Manager

Build relationships with vendors to deliver the highest quality product available at the lowest net cost to the theatre.





3. Web Commerce Coordination:



Utilize reporting and data to support decision making and bookkeeping processes.

Employ Google Suite tools to manage projects among staff teams.

Oversee timely updates to ticket sales and website content.

Oversee AudienceView & Bostix, and other online ticketing discount services.

Support Education Director in providing class and signup information online.

Regularly maintain relationships with AudienceView / OvationTix, our CRM and ticketing software provider, and discount ticket services.





Board and Committees: Events Committee Meetings



Reports to: Producing Artistic Director and Managing Director



Oversees: Box Office Associates, Bartender & Concessions Staff, Apprentice FOH



Budget Categories Overseen:



Revenues: Group Sales, Concessions Sales, Tickets



Expenses: Office Supplies, Concessions Supplies, Facilities, Ticket Printing



Expectations



A kind and collaborative attitude

Interest in the performing arts

Excellent leadership and communication skills

Strong management and scheduling responsibility

Engaging, outgoing personality

Extreme organization and ability to prioritize multiple responsibilities

Ability to maintain confidentiality

Supporting others to accomplish their goals

Proactive team player

Physical presence for office hours and performance/development events

Pay rate: Hourly at $23-$25/hour.



Hours / Schedule:



30-35 hours per week between Tuesday-Saturday

Some evenings and weekends needed, but to be scheduled ahead of time.





To apply, please submit a cover letter, CV, and three references to search@gloucesterstage.com.



Rolling submission, but we hope to fill the position by the end of February.
Salary: $23-$25 per hour