Ticket Operations & Patron Serv. Mgr., BCB | MCU Times

Ticket Operations & Patron Serv. Mgr., BCB

Job Description:

“Reporting to the Associate Director for Event Management and Audience Services for Berklee, the Ticket Operations
and Patron Services Manager is charged with overseeing box office and front of house operations for all Boston Conservatory box office day¬
shifts and ticketed performances at The Boston Conservatory, including management of the ticketing system, oversight of ticket prices and
sales, money handling, financial reporting, and house management duties during a performance, such as ushering, patron issues, and
emergencies. Utilizes ticketing system to assist with event marketing and patron services initiatives.
The Ticket Operation Manager’s
primary responsibility is to ensure smooth and efficient operations of the box office during ticket sale hours and Boston Conservatory
performances. This role oversees a Boston Conservatory student staff of 15¬-20, providing students with specialized training, oversight,
direction, and support. In the event of a patron dispute, student discipline issue, or box office system upset, the Ticket Operations
Manager is expected to resolve these issues in a diplomatic and timely manner, as to prevent further disruption.”

Functions/Primary Duties and Responsibilities:

  • Financial management¬ – Manages the box office operation budget with signing
    authority and is responsible for reconciling ticket sales, credit cards, and check deposits through monthly sales reporting in compliance
    with Berklee Comptroller’s Office and the Boston Conservatory Business Office.
  • Marketing – ¬ Works closely with Berklee and Boston
    Conservatory marketing managers to project semesterly revenue and devise special ticket sales and promotions aimed to increase revenue and
    build audience size. Utilizes ticketing system to create marketing and patron services campaigns such as pre¬-show emails, post-¬show
    surveys and weekly/monthly email marketing campaigns.
  • Department Administration – ¬ Oversees and maintains ticketing software and
    hardware, building all events in the ticketing system and maintaining the patron database; required to troubleshoot patron issues with
    online sales, generate box office reports and analysis to departments as needed, enforce complimentary ticket policy, and work with
    appropriate parties to ensure that the box office staff has all necessary performance information and collateral in preparation of ticket
    sales and performance events.
  • Staff management -¬ Interviews, hires, trains, supervises and motivates a student staff of 15¬-20 and
    is responsible for making sure the box office and performances are adequately staffed during all hours of operation; is also responsible for
    quality control of all in ¬person and phone sales, and is expected to maintain the highest level of customer service at all
  • House management ¬- Manages ticketed performances held in the Boston Conservatory’s three main venues. Staffs approximately
    160 performances per year with student house managers, ushers and box office clerks, as needed. Ensures safety and comfort of audience
    members during events by enforcing proper safety and security regulations and policies. Manages emergency situations, such as medical
    emergencies and house evacuations. Documents all incidents and emergencies. Assists in the coordination of safety policies, training and
    emergency response procedures for Conservatory venues.
  • Patron Services -¬ Manages high level patron complaints and concerns promptly
    and professionally, reporting issues to management, as appropriate; also communicates clearly and in a timely fashion to both internal and
    external audiences in all matters relating to box office and performances. Manages recorded phone line and general inquiry email for box
    office. Creates directional and informational signage necessary for events.

Possible Additional Duties and

  • Will assist with other marketing duties throughout the year, as time permits.
  • Will assist with box
    office management and event coverage for Berklee events, as needed.

Physical Demands and Work Environment:

  • Ability to work nights, weekends, holidays, and overtime hours as dictated by event schedule
  • Ability to be on call during
    events and to respond to emergencies from box office staff
  • Ability to move quickly between offices, campuses, and
  • Must be able to climb stairs
  • Must be able to lift 50lbs

The above information on this position
description has been designed to indicate the general nature and level of work performed by individuals within this classification.  It is
not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of
employees assigned to this job.  Requirements are subject to possible modification to reasonably accommodate qualified individuals with
disabilities.  This document does not create an employment contract, implied or otherwise, other than an “at will” employment

External and internal applicants, as well as position incumbents who become disabled as defined under the Americans
With Disabilities Act, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable
accommodation to be determined by management on a case-by-case basis.

Incomplete applications will not be considered. The position
will remain open for applications until filled.

Berklee is committed to increasing the diversity of the college community and the
curriculum. Candidates who can contribute to that goal are encouraged to apply and to identify their strengths in this area.

*Currently enrolled Berklee students are not permitted to apply for staff or faculty positions



Berklee College of Music is an Equal Opportunity Employer.

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