Box Office Duty Manager

Job title: Box Office Duty Manager

Job description: TO Live’s Box Office is currently accepting applications for the role of “Box Office Duty Manager”. This is a part time seasonal position for an experienced and outgoing team player. This role consists of working evenings and weekend hours as required.

Under the direction of the Manager, Box Office Services, the Box Office Duty Manager is responsible for helping run the Box Offices of TO Live for events and performances, as well as supporting daytime Box Office operations when required, ensuring a high level of quality, efficiency, safety and warmth in customer and client service.

ACTIVITIES AND RESPONSIBILITIES

• Frequently act as the ranking on-site Box Office representative during shows and events at all TO Live venues, responsible for decision-making and troubleshooting without direct supervision.
• Direct, supervise and assist the unionized Box Office team, including troubleshooting technical issues, helping with sales and will call to prevent congestion and backups, preventing and resolving conflicts and customer service issues, coordinating emergency services, escalating issues to the appropriate departments, and generally acting as required to ensure the highest level of patron and client service is maintained.
• Provide support for the Ticketing/Box Office Management team in daytime tasks, including show setups, reporting, database management, customer service outreach, ticketing printing and mailing, etc.
• Advise and assist in the hiring, training and disciplining of unionized box office staff.
• Work closely with the Patron Services, Food & Beverage and Production Departments in the successful operation of shows, including providing information, materials and support to these departments to ensure the best success for the entire team.
• Assist in coordinating the flow of ticketing information between internal departments; prepare ticket counts, attendance reports, accessible bookings information sheets, schedules, duty assignments and other day to day department duties as assigned.
• Test and troubleshoot issues with box office/ticketing software and hardware, including sales computers, ticket printers, pinpads, credit card swipes, ticket scanners, etc.
• Ensure employee conduct, uniform and personal hygiene requirements are adhered to.
• Prepare nightly reports including house counts, deposits, incidents, ticket audits, comp lists, client settlement backup, patron lists, lost and found and patron feedback.
• Maintain accurate counts of ticket stock, ticket wallets, labels, envelopes and other stationary materials required for a successful box office operation.
• Be an ambassador for TO Live and promote a positive perception of the organization at all times both internally & externally.
• Communicate and enforce COVID-19 safety policies, as determined by TO Live.
• Other duties as required.

Cash Handling

• Handle cash when selling or refunding ticket orders.
• Oversee accurate cash out procedures and ensure necessary paperwork is complete.
• Ensure adherence to cash management procedures as set out by Finance.
• Verify, collect, count and deposit money after each performance shift.
• Collect and file proofs of payment (receipts, order confirmations) and proofs of pickup (signed ticket headers).

Requirements:

• Minimum college or university level post-secondary education.
• Minimum three years of experience in Box Office/Ticketing.
• Excellent leadership and team-building skills.
• Excellent customer service skills.
• Strong technical, mathematical and logical thinking skills.
• Flexibility, adaptability, attention to detail, planning and organizational skills.
• Ability to communicate effectively and diplomatically by phone, email and in person with patrons, clients, and staff.
• Judgment and problem solving skills to assess and resolve situations quickly, calmly, creatively and discretely.
• Good working knowledge of Microsoft Word, Excel & Outlook. Knowledge and experience with the Ticketmaster family of products is not required, but would be highly valuable.

Additional Info: WORKING CONDITIONS

• Flexibility in hours includes occasional work on nights and weekends as required.
• Loud noise during some performances and events.
• Ability to stand and walk freely and quickly.
• Lack of natural light in workplace.
• Travel between TO Live venues as required.
• Adhere to the TO Live Health & Safety policies and protocols including Covid vaccine and guidelines.

THE ORGANIZATION:

TO Live is one of Canada’s largest multi-arts organizations, operating three iconic venues: Meridian Hall, the St. Lawrence Centre for the Arts and Meridian Arts Centre. In addition, TO Live presents a full range of performing arts, theatrical and concert events at these venues in both downtown and uptown Toronto. With these two hubs of creativity and content creation, TO Live has a unique place and perspective to activate creative spaces by inspiring local and international artists, connect audiences and to be the nexus for new ideas, elevate artistic potential, and be the catalyst for creative expression that is reflective of Toronto’s diversity.

Click Here to Apply

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