Ticket Services Manager

Part American palace, part industrial shed, Park Avenue Armory is dedicated to supporting unconventional works in the visual and performing arts that need non-traditional spaces for their full realization, enabling artists to create and audiences to experience epic and adventurous presentations that cannot be mounted elsewhere in New York City.

“Few cultural institutions have been as adept at pushing the cultural FOMO button, triggering that “fear of missing out” that New Yorkers hate…” –The New York Times

JOB DESCRIPTION: The Ticket Services Manager supervises the box office staff and oversees ticketing for all events including performances, visual art installations, tours and recitals and ensures a hospitable, smooth and efficient ticketing operation. Responsible for programming and monitoring the Tessitura ticketing system, tracking daily sales and deposits, ticket account management and fulfillment, supervising ticketing staff, and providing the highest level of customer service to all guests.  The Ticket Services Manager reports to the Director of Rentals and Event Operations.

RESPONSIBILITIES:

· Set up all Armory events in Tessitura, including the creation of all seating charts, defining and mapping all Facility elements, including seats, price zones, inventory, N-scan compatibility, price maps, and scaling, and test all elements.

· Define all Season elements including on-sale dates, Productions, Performances, etc.

· Create and maintain all held and allocated ticket inventory.

· Create, maintain and distribute all daily box office sales information, including sales, holds, revenues, performance against budget, etc.  Provide final revenue by production or event to Finance.  Utilize T-stats for detailed reporting on inventory, holds and revenue by zone, ticket distribution statistics, etc.

·Hire, train, and supervise box office staff.  Oversee the development and maintenance of documentation and training materials on box office policies and procedures and ensure staff is fully trained in handling customer issues and explaining policy regarding ticket sales

· Demonstrate excellent customer service skills, respond promptly to customer inquiries and requests

·Advise and assist the Tessitura Database Manager with the implementation, reporting, and generating of event reports using the Tessitura ticketing system

·Work with the Marketing Department on setting up subscription packages and other discounts and promotions

·In conjunction with the Marketing Department, implement dynamic pricing models and subsequent analysis for future planning for all events

·Work closely with accounting on executing proper cash handling and cash control procedures.

MINIMUM QUALIFICATIONS:

· Three to five years Box Office experience

· Minimum of three years management experience strongly preferred

· Knowledge of the Tessitura system and T-stats reporting is required 

· Must be able to work well independently and to manage, train, and motivate others

· Excellent verbal and written communication and documentation skills required

· Candidate must be able to successfully handle multiple priorities in sometimes high stress situations

· Proficiency with Microsoft Office including Word, Excel, Outlook, PowerPoint and other Windows applications required

· Position requires the ability to accommodate a flexible schedule, including evenings, weekends, and holidays, as well as being able to perform in a fast-paced, dynamic work environment

· Candidate should have cash handling experience and experience in scheduling staff members

· Candidate must also have the ability to work with the public and possess conflict resolution skills