Seadog Ticket Booth Manager

City Experiences is seeking a Seadog Ticket Booth Manager for our operation in Chicago, IL.

About You:

This person will be adaptable, dynamic, and embody City Experiences’ RESPECT Service System.

About the Opportunity:

The successful Seadog Ticket Booth Manager (STBM) is to oversee all Seadog ticket sales operations and its team of ticket agents to ensure overall guest satisfaction. The Seadog Ticket Booth Manager works in close coordination with the Seadog Marine Manager.

Essential Duties & Responsibilities:

Ticket Office Management:

• Responsible for recruiting, hiring, scheduling, training, and providing ongoing support of all Ticket Agents – ensures there is coverage based around the cruise departures and operating hours and produces and maintains all onboarding and training materials
• Set the example and tone for the Ticket Agent team in providing excellent customer service at the Seadog ticket booth
• Resolve employee relations issues, ensuring compliance and enforcement of policies and procedures
• Train all Ticket Agents on reservation and scanning platforms and ensure staff are well versed in all our product materials
• Coordinate incentive programs, set and motivate team to meet and exceed weekly/monthly goals
• Evaluate and resolve customer issues presented by staff, authorize exceptions, deviations from policy, such as ticket refunds
• Ensure reliability and accuracy of ticketing database, including but not limited to, cruise schedules and pricing
• Work closely with the Seadog Marine Manager and Sales team to ensure that the sales channels and cruise schedules are fully aligned, and that all teams are providing consistent messaging to Seadog’s guests
• In conjunction with operations team, assist in informing the public on schedule changes, cancellations, and provide alternatives if a cruise opportunity becomes unavailable
• Maintain the proper reporting for Voucher Types – making sure each pass is reconciled in their appropriate online portals and properly closed out at the end of each month
• Coordinate advance ticket distribution for all activities and events, consulting with marketing and promotional activities
• Project ticket office annual budget and monitor expenses throughout the year
• Analyze, plan and address ticket booth personnel, equipment, uniform and supply needs, while staying within budget guidelines
• Attend applicable meetings as designated
• Work alongside the IT and Ticketing Software teams to update equipment in each booth when technical issues occur and implement new ticketing features as needed
• Serve as a liaison to ticketing partners assisting with set-up of special ticket promotions and producing sales reports associated with those promotions
• Work with Operations in the event a customer issue occurs on a vessel or on property – and follow through with the appropriate next steps in implementing solutions that lead to guest satisfaction
• Support Ticket Supervisors and Ticket Agents in implementing the company’s RESPECT customer service system

Interface as needed with Contact Center Team:

• Consult with the Contact Center management team to update their training materials for Seadog’s products and services, including schedule updates, product changes, processes and procedures, and ticket types (Store Credits, Unused Orders, Gift Cards, etc.)
• Provide information and support to the Contact Center agents regarding inquiries, ticketing and customer service issues, and troubleshooting any reservation discrepancies
• Mitigate refund requests the Contact Center may receive with the support of accounting
• Responsible for updating the Contact Center regarding schedule changes and cancellations
• Assist with any inquiries relayed from the Contact Center related to guests at the ticket booth– whether it is a guest experience issue or special requests

Administrative Duties / Cross Departmental Support:

• Review guest survey comments and Net Promoter Scores and respond directly to customers regarding specific issues
• Assist Accounting Department with reports on third-party voucher redemptions for invoicing
• Accurately process invoices and basic clerical accounting tasks
• Collaborate with Revenue Management team on pricing and cruise schedules
• Provide support for the Group Sales Department – reach out to pre-existing group reservations in the event there are schedule changes and collect payments from Groups with due balances
• Work with Human Resources for onboarding of new employees and re-hires as well as assist with employee relation inquiries
• Support the Operations Department with updates to passenger capa