Box Office Manager
Job Description
Main Purpose of the Post
The post holder will manage all aspects of the Box Office operation and develop the Databox ticketing system as a key marketing and audience development tool.
Main Duties of the Post
Management of the Box Office
· to manage and operate within a team to provide consistently excellent standards of service to Arches customers in the Box Office area;
· to manage and ensure the smooth running of ticketing procedures and policies, including the on-line ticketing facility, liaising with the relevant Programmer on all event ticketing requirements
· to explore ways to maximise income potential of Box Office with responsibility for the security of transactions, cash management, banking and income reporting to the Finance Manager;
· to reconcile Box Office income with Streamline and all cash received;
· to be responsible for the invoicing of group bookings, schools, etc as well as signing off Box Office invoices;
· to devise and manage the Box Office income and expenditure budget, including I.T. support and maintenance;
· to manage a small team of Box Office staff including recruitment and induction, rotas, staff training and development, dealing with all disciplinary procedures, etc;
· to develop and ensure the delivery by all Box Office staff of the appropriate standards of audience service;
· to maximise potential of the Box Office system to provide data and analysis for the weekly Marketing Meeting as well as regular post-event analysis to help determine future strategy;
· in conjunction with the Marketing team, to pro-actively manage the collection of audience data for database marketing purposes as well as taking a lateral approach to the delivery of an effective marketing strategy for the Arches;
· in conjunction with Tickets.com, to manage and maintain the computer hardware and software associated with the Databox ticketing system, liaising on all faults, repairs, upgrades and general maintenance, as well as staff training needs;
· to attend the weekly Diary Meeting and day to day manage the Arches events diary and the bookings of the basement rooms;
· to be responsible for Health and Safety within the Box Office area of the building and attending the monthly Health and Safety meeting.
Providing synergies between the Box Office and Front of House operations by
· pro-actively working with the Operations Manager in managing the interface between the Arches and our audiences, dealing efficiently and appropriately with customer enquiries, complaints and comments;
· working with the FOH team in relation to customer care, including recruitment and induction, staff training and development, encouraging working flexibility across both Box Office and FOH and excellent customer service, as well as liaising with other teams e.g. bars, technical, cleaning, as necessary;
· from time to time performing a duty management role as appropriate with responsibility for overall Box Office and FOH customer care operation, including staffing, team meetings, etc;
· attending review meetings providing feedback and analysis on the success of completed events;
· being conversant with working practice guidelines and legislation such as the Health and Safety at Work Act, including risk assessments, Disability Discrimination Act and Equal Opportunities and implement where appropriate for staff and customers in line with company policy.
Additional duties
· to manage the IT network for the Arches, including the maintenance and support contract, user access and security, etc;
· to attend and make an active contribution to regular Arches team meetings;
· to attend training courses as required, in consultation with the Executive Director;
· any other reasonable duties as requested by the Executive Director.
Hours Worked
This is a full time post working on average 40 hours a week with a combination of daytime, evening and weekend shifts.
Staff Directly Supervised
Box Office staff
Position in the Organisation
This post will report to the Executive Director.
Salary scale
£17,000-19,000 gross per annum. Overtime is not applicable to this post.
Annual Leave
25 days per annum plus 8 statutory days.
Person Specification
Experience
1 Experience of using computerised Box Office systems, preferably Databox
2 Experience of dealing with customers in a service environment
3 Experience of cash management and budgeting
4 Experience of using Windows software packages, including Microsoft Access
5 Experience of managing and training staff
6 Experience of employing database marketing techniques
Skills and abilities
7 Excellent interpersonal skills
8 A dynamic and strategic approach to successful working practices
9 Able to deal with stressful situations calmly and effectively
10 Able to both manage and work effectively in a team
11 Ability to design and deliver effective staff training
Personal qualities
12 An interest and enthusiasm for the arts
13 An understanding and commitment to equal opportunities
14 Commitment to excellent standards of customer care
1
May 2007