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GUEST SERVICES ASSISTANT MANAGER & SEASON TICKET CONCIERGE
New Brunswick, NJ
State Theatre New Jersey
Full Time
Posted July 07, 2022
The Guest Services Assistant Manager & Season Ticket Concierge reports directly to the Guest Services Manager and works closely with the Vice President of Marketing & Guest Services, Director of Ticketing Services, Guest Services Director, and all Guest Services staff. The position will also act as the main point of contact for season ticket holders (subscribers), handling subscriber questions, order fulfillment, season ticket add-ons, and exchanges. The Guest Services Assistant Manager & Season Ticket Concierge is a resource of information as well as point of sale contact on behalf of State Theatre.
Duties and Responsibilities
The Guest Services Assistant Manager & Season Ticket Concierge reports directly to the Guest Services Manager and works closely with the Vice President of Marketing & Guest Services, Director of Ticketing Services, Guest Services Director, and all Guest Services staff. The position will also act as the main point of contact for season ticket holders (subscribers), handling subscriber questions, order fulfillment, season ticket add-ons, and exchanges. The Guest Services Assistant Manager & Season Ticket Concierge is a resource of information as well as point of sale contact on behalf of State Theatre. Responsibilities include setting up shows and promotions in the ticketing system (Tessitura); processing ticket and donation orders for patrons; responding to patron inquiries and challenges; providing event and facility information; assisting with pre-show activities such as ticket printing and testing; and acting as a show supervisor in charge of box office operations and guest services staff during select shows. The position will also work closely with the Marketing, Development, Programming, and Operations departments. The position involves contact with the public, ticket buyers, VIPs, and donors. Evening and weekend availability are required. All responsibilities require a high degree of accuracy, professionalism, customer service skills and personal organization.ESSENTIAL DUTIES AND RESPONSIBILITIES
Responsibilities include but are not limited to the following:
Provide guidance, supervision, and training of Guest Services Sales Associates to ensure smooth operation of the Guest Services Office.
Supervise select Guest Services show-period operations, including opening and closing procedures and staff.
Coordinate with Marketing and Development resources to facilitate complimentary ticketing, fulfillment of orders, and reporting as required.
Support Director of Ticketing as coordinated by Guest Services Manager with production, promotion and discount code setup, ticketing system maintenance, show builds, and other duties as assigned.
Monitor and ensure best practices for data input and data cleanliness are always followed.
Provide timely responses to patron inquiries as needed to support Guest Services and Season Ticket operations.
Devise and provide effective customer service strategies to attract and retain patrons, including season ticket holders, as well as troubleshoot challenges.
Serve as main concierge contact (and coordinate with Donor Membership Manager for President’s Council season ticket orders) to provide exceptional support for season ticket renewals, inquiries, and orders.
Act as the primary point of contact for season ticket renewals, inquiries, orders, fulfillment, and ongoing patron support.
Process season ticket orders, exchanges and donations, monitor sales goals for season tickets.
Assist with other State Theatre New Jersey events as appropriate and perform other duties as assigned.
Adhere to all State Theatre New Jersey policies and procedures.
Requirements
REQUIRED QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)Bachelor's degree preferred, or a combination of education and experience of at least 3 years working directly with the public in customer service and sales leadership required; experience in live entertainment industries a strong plus.
Effective interpersonal, verbal, and written communication skills.
Pleasant professional interpersonal manner to other staff, supervisors and patrons, both in person, through email and over the phone.
Ability to resolve patron conflicts and bring complaints to a timely resolution.
Provide supervision, training, and conflict resolution with Guest Services staff as appropriate.
General computer knowledge including Microsoft Office suite.
Detail oriented and proficient in working within a ticketing system. Tessitura experience preferred.
Excellent organizational and record-keeping skills.
Ability to multi-task and work productively under time pressures.
Ability to work both independently and collaboratively within the Guest Services office environment.
Flexibility to work evening and weekend hours for events and performances as required in addition to regular business hours.
PHYSICAL DEMANDS AND WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle, or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to high.
NOTE
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.
SALARY RANGE
$34,000-$36,000
How To Apply
HOW TO APPLY
Email your resume to Raymond Dobrolvolsky, Guest Services Director, at rdobrovolsky@stnj.org. or go to www.stnj.org, search Careers, and apply online.
Deadline: Jul 15, 2022
Email: rdobrovolsky@stnj.org
