Assistant Ticket Office Manager: Stanford Live/Bing Concert Hall

Stanford University Posted 11/13/13

DESCRIPTION The Assistant Ticket Office Manager supports the Ticket Office Manager and works in collaboration with the Marketing Director, General Manager, House Manager and Director of Operations and Production of Stanford Live and Bing Concert Hall. This position is part of a greater team that supports a professional ticket office operation serving Stanford Live and Bing Concert Hall’s audiences, donors, campus and community. This position is part time at approximately 10 to 20 hours per week. POSITION DETAILS The Assistant Ticket Office Manager works to support the Ticket Office Manager by:

• Following Stanford accounting policies and procedures for cash handling and reconciliation, with policies and procedures of credit card security processes relating to PCI compliance requirements

• Processing phone ticket orders, refunds, exchanges, walk-up purchases, follow-up phone calls to patrons with disabilities and other assigned duties. • Day of show Ticket Office management including will call, sales, student walk-ups, phone handling, monitoring of show capacity and management

of many part time student cashiers for all performances. • Tessitura ticketing software; the Assistant Ticket Office Manager is responsible for flawless execution of web, phone and window ticket sales and

customer service; support of subscriptions; special offer discounts; and coordinating efforts and resources for internal and external clients. • In collaboration with the Ticket Office Manager the Assistant Ticket Office Manager is responsible for the accuracy and integrity of donor and

subscriber records; execution of custom reporting; and use of TNEW e-commerce site. When Ticket Office Manager is not present other responsibilities include:

• Acting as first-line problem solver for patron ticketing, managing the office to ensure superior service, and contributing to marketing strategy and planning as part of the Marketing Team.

• Responsible for working closely with the Stanford Live and Bing Concert Hall staff during day of show with a long term goal of continual improvement of ticket office operations and service.

• Day of shows: opening, running, and closing the Ticket Office, adhering to all Stanford policies and procedures, filing of reports, cash lock-up, and Ticket Office employee management.

POSITION REQUIREMENTS • Knowledge of Tessitura ticketing system, including building shows, report generating, and database management. • Experience working in a Box Office, preferably in the performing arts at a College or University or at a busy performing arts venue. • Supervisory experience preferred. • Excellent knowledge and experience in customer service and ticket office sales techniques. • Extensive cashier training, including phone, mail order and walk-up sales. • Ability to exercise excellent judgment, balancing competing responsibilities. • Ability to work effectively with the public in a fast paced, high tech, and high touch environment with a friendly and patient disposition. • Excellent verbal communication skills to effectively work with a diverse group of constituencies. • Demonstrated ability to pay attention to detail, in order to ensure daily reconciliation of cash, check, credit and debit card transactions. • Strong sense of initiative and the ability to work both independently and as part of a team. • Ability to work day, nights and weekends as needed to staff events and meet deadlines. • Be informed about, and compliant with ADA policies. • Have understanding of credit card security processes relating to PCI compliance requirements. • Four year college degree or equivalent preferred. To apply for this position, please send resume and cover letter immediately to Julie Ornelas, Bing Ticket Office Manager, ornelasj@stanford.edu. Please reference Assistant Ticket Office Manager in the subject line of email. Please no phone inquiries.