JOB SUMMARY

It is the primary responsibility of the Ticket Office Representative to perform a variety of duties including, ticket sales, internal shows, events, exhibits, and attractions. The Representative will provide exceptional guest service, cash handling, and service recovery. All duties are performed in accordance to company policies and procedures.

ESSENTIAL FUNCTIONS:

(These functions are intended as a general illustration of the work performed in this job classification and are not all inclusive for this position)

• Provide excellent customer service and work with the box office team to provide same.
• Assist guests at the box office counter with ticket purchases and relevant questions.
• Collect required paperwork & money/payment.
• Assist in ticket trouble resolution with guests.
• Participate in company training sessions.
• Follow opening and closing procedures for the box office as needed.
• Effectively manage revenue goals and upgrade totals.
• Document and update customer records based on interactions.
• Develop and maintain a knowledge base of the evolving shows and services.
• Uphold cash handling policy and ensure all revenue is reported accurately.
• Collect all paperwork obtained throughout your shift and turn in for auditing at the close of each shift.
• Maintain relations & operations with the theater staff and call center.
• Maintain professional and technical knowledge of in‐house ticketing system(s).
• Ensure your station is stocked for the day.
• Help with management of the box office lines and ensure that they’re moving at a steady pace.
• Detecting fraud at the box office with guests and reporting any findings to the management team.
• Perform additional tasks and duties as assigned.

EDUCATION AND /OR EXPERIENCE REQUIREMENTS:

• High School Diploma or equivalent

PREFERRED EXPERIENCE:

• Previous experience with customer service.
• Previous experience working in a similar resort setting.
• Prior experience with both ticketing software, windows application, and excel.
• Prior experience with Ticketmaster software experience, Archtics and/or TM Entry/Host.

CERTIFICATIONS, LICENSES, REGISTRATIONS:

• Proof of eligibility to work in the United States

KNOWLEDGE, SKILLS, AND ABILITIES:

• Ability to build rapport with clients & customers.
• Ability to prioritize tasks.
• Ability to multitask in high pressure situations.
• Ability to maintain a positive and professional demeanor.
• Excellent written and verbal communication skills.
• Ability to work well with a team.
• Ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business.
• Ability to multi-task and prioritize in a deadline-oriented environment.
• Ability to operate a computer keyboard, mouse, and to handle other office equipment.