Box Office Manager at The Children's Museum of Indianapolis in Indianapolis, Indiana

Job Description:

OVERVIEW:

The Box Office Manager for the Children’s Museum of Indianapolis oversees the day-to-day operations of on-site ticketing to ensure high quality, efficient, smooth, and friendly service to customers. The incumbent ensures that staff are trained, prepared and that they have the appropriate resources to consistently deliver excellent service as well as meet or exceed sales goals. They lead by example and upholds museum customer service standards. The manager works in partnership with colleagues across the museum to ensure appropriate processes and procedures are in place to expedite ticketing sales, membership sales, and visitor relations operational efficiency.

The Children’s Museum is fiercely devoted to our Diversity, Equity, Accessibility, and Inclusion (DEAI) efforts. Together we are building and sustaining an inclusive culture that encourages, supports, and celebrates differences. 

REPORTS TO: Director of Visitor Relations

ESSENTIAL RESPONSIBILITIES:

1. Manages box office and group check-in staff, providing them with proper training, direction, support, and resources to provide excellent service. Selects and manages motivated and well-qualified staff who will thrive within the box office environment.


2. Oversees on-site ticketing and entry operations. Serves as the role model for staff in attendance, customer service standards, product knowledge, data entry standards, cash handling standards, and customer recovery. Mentors and coaches staff for career growth, as appropriate.


3. Manages ticketing operations and entry procedures. Maintains a high level of guest service, managing and resolving service issues in a timely and professional manner. Ensures overall systems are operating efficiently, with defined service goals and benchmarks to measure success, and develops and implements sales policies and procedures.


4. In concert with membership director, oversees the execution of membership sales efforts. Conducts sales trainings, implements promotional scripts and sales guidelines for staff and holds staff accountable for meeting individual and team sales goals. Supports sales campaigns, membership upselling and upgrading strategies and assists with coordinating logistical details for member promotions, preview events, and benefits.


5. Maintains expert level of knowledge of departmental point of sale (POS) applications and CRM. Acts as primary resource for ticketing and membership software, processes, and sales training. Creates and maintains ticketed events, pricing, and sales reports within POS system. Supports unified CRM efforts by collaborating with colleagues across the museum to ensure that customer data gathered at the box office is recorded and upheld according to the data standards and shared business processes.


6. Manages and performs box office opening and closing procedures. Ensures the security and efficiency of these systems, and that staff share the sense of importance of accurately selling box office products, redemption of discounts/promotions, PCI compliance, and cash handling.


7. Serves as an active member of the Operations management team. Acts as Manger on Duty (MOD) for Visitor Relations touchpoints on Fridays and Saturdays. Works collaboratively across museum departments to model consistent customer service and efficiency in all operations.


8. Remains cross-trained in areas of the Visitor Relations and Security department, including inbound call center and hospitality desks.

*The standard work schedule for this position is Tuesday–Saturday with additional peak visit days including occasional Sundays and evenings.

REQUIREMENTS:

1. Bachelor’s degree in marketing, hospitality or a related field preferred.


2. Three (3) years operations/logistics experience. Ticketing or box office management experience preferred.


3. Two (2) years supervisory experience in face-to-face customer service and sales environment utilizing a point-of-sale system or CRM; ability to demonstrate examples of success or high achievement within that experience.


4. Strong computer skills in retail, ticketing, or database software programs required. Experience managing a point-of-sale system and peripheral hardware a plus.


5. Must demonstrate management aptitude in working with small and large groups of closely interacting staff and be sensitive to the diversity of staff and their needs. Must have skills to coach staff through learning opportunities when questions or concerns are discussed to create a positive work environment.


6. Must consider the customer a top priority in the organization and be sensitive to visitors’ needs and handle their feedback appropriately.


7. Demonstrate good judgment, tact and diplomacy in handling customer questions and concerns through the proper resources and can role model the effort of calming or recovering a dissatisfied customer.


8. Acknowledge and respect the importance of cash security, and the systems in place to monitor that security; as well as demand appreciation and respect for confidential information resulting from cash security systems.


9. Strong written and verbal communication skills and acute attention to detail.


10. Must be able to work a flexible schedule, including weekends, evenings, and holidays.

ADA REQUIREMENTS:

1. Requires the ability to view various components of hardware to problem-solve and repair, see the ticket queue to manage customer waits in line, and see ticket software screens to sell tickets as well as create events for sale.


2. Requires the ability to communicate clearly with staff and visitors face-to-face, by phone, and via radio.


3. Requires the ability to hear staff and visitors to respond quickly to their information, questions, or concerns.


4. Requires the ability to handle a large volume of tickets, credit transactions, and cash.


5. Requires the ability to negotiate inside the box office space, an admissions office space, the Welcome Center. Must be able to kneel, sit or stand for extended periods of time and lift up to 40 lbs. Must tolerate dust in the environment.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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