Title: Manager, Ticket Operations

Employee Classification: PE - Professional/Technical Exempt

Pay Grade: PE 08

Division: Academic and Student Affairs

Subdivision: School of Comm, Media, Theater Arts

Department: College of Arts and Sciences

Campus Location: Main Campus

General Summary

Manage Ticket operations for events on main campus including the following venues: Pease Auditorium, Legacy Theatre, Sponberg Theatre, Frank Ross Lab Theatre, EMU Planetarium and the Student Center. Oversee the distribution and reconciliation for all ticketed events on main campus. . Maintain and oversee the operation of the Ticket Offices in the Judy Sturgis Hill Building, Pease Auditorium and the Student Center. Control cash and ticket inventory. . Appropriately manage and supervise the Front of House operations for all ticketed and many non-ticketed events, as needed, at the following venues: Pease Auditorium, Alexander Recital Hall and Student Center.

Principal Duties and Responsibilities

• Manage, set-up, and coordinate ticket operations, distribution and reconciliation for all ticketed events.
• Design and build computerized house maps, price tables, seating configurations, and ticket faces for all ticketed events based upon the requirements of the promoter/client.
• Participate in the hiring, supervising, training, evaluating and terminating of ticket office support staff (e.g., ticket sellers) and event staff (e.g., ushers, ticket-takers, door guards, etc.).
• Assign and monitor day-to-day activities.
• Implement customer service programs and ensure appropriate staff training.
• Coordinate the scheduling and work hours of the ticket office support staff, and event staff to meet the needs of the event schedule (both ticketed and non-ticketed) and the regular business hours of the Ticket Office.
• Maintain optimal security and control accountability of money at all sites.
• Coordinate the pickup, documentation, reconciliation and deposit of all sales receipts on a daily basis from all three main campus ticket office locations in accordance with the auditor's recommendations.
• Maintain ticket inventory at all sites, controlling cash and ticket inventory to meet auditor's standards.
• Maintain accurate records and documents detailing ticketing transactions (i.e., cash, check, invoices, requisitions, settlement, internet, and payroll deductions) to meet recommended auditing standards.
• Assist with the implementation of ticket promotions.
• Work with promoters on seating configurations, keeping accurate seating configuration records and coordinating ticket operations with outside ticket vendors on shared events.
• Maintain compliance with regulatory requirements for ADA issues.
• Monitor the status of existing equipment and needs (printers, ticket scanners, etc.).
• Assist in evaluating and recommending equipment purchases.
• Respond to customer and staff ticketing concerns, requests, and/or complaints in a timely, courteous, and informed manner.
• Develop, recommend, and administer policies and procedures related to ticket operations.
• Ensure staff is trained in emergency procedures and preparedness.
• Participate in team building, budgeting, goal-setting and reviewing of ticketing staff with the position's supervisor.
• Coordinate the staffing, scheduling and training of Front of House management for all events (ticketed and non-ticketed) at Pease Auditorium, Alexander Recital Hall and the Student Center.
• Serve as a ticketing liaison on committees related to EMU main campus events and/or projects as assigned.
• Perform related duties as required.

Minimum Qualifications:

Knowledge and skills in organization, analysis, problem solving and planning, typically acquired through the completion of a Bachelor's degree, is necessary.

Demonstrated ability to coordinate multiple tasks and solve complex problems in fast-paced environment is necessary.

Excellent interpersonal and written communications skills are necessary.

Demonstrated ability to control cash and ticket inventory to meet auditor's standards is necessary.

Functional computing ability (i.e., word processing, spreadsheet, and database management) is necessary.

Ability and willingness to work weekends, nights, and swing shifts are necessary.

Preferred Qualifications:

Bachelor's or Master's degree in Arts Management/Administration or a related field is desirable.

Previous experience with ticket sales and systems is desirable.

Knowledge of institutional policies is desirable.

Related supervisory experience is desirable.

Special Instructions:

N/A

Appointment Percentage:

100%