Director of Ticketing

Position:                     Director of Ticketing

Department:              Box Office

Reports To:               General Manager

FLSA Status:            Salaried Exempt

Location:                   Altria Theater & Dominion Energy Center, Richmond, VA           

Summary:

Legends Global, a preeminent institution in worldwide facilities management, is searching for a team player with a positive attitude for the position of Director of Ticketing.  This position will oversee and manage ticket sales and all aspects of box office, group sales, and subscriptions operation by Legends Global in Richmond, VA. The Director of Ticketing will direct and oversee the internal control of daily operations, coordinate event information between the promoter, venue personnel and external ticketing company in a timely manner.  The Candidate will be a driven self-starter who works well without significant oversight. In addition, the candidate will have a strong ability to communicate and collaborate with all members of the team. The incumbent must be able to thrive in a fast-paced environment and be able to produce positive results in an atmosphere that represents exemplary customer service.

Essential Duties and Responsibilities include the following. Other duties may be assigned:

• Work to ensure that an accurate event scaling and manifestation is created for new events in the ticketing system
• Create and maintain seating/ticket manifests and verify accuracy of manifest against actual seating for every event by comparing Ticketing system information to CAD drawing, specifically Altria Theater Spaces, Carpenter Center, Mooney Hall, and Gottwald Playhouse. Communicate any discrepancies appropriately and timely to the appropriate personnel.
• Build all theater events in Etix and manage all necessary holds for all concerts, entertainment, family, Broadway, and other events
• Manage relationships with third-party vendors
• Develop accurate and insightful reports on ticket sales and services as requested
• Hire, manage, and train a friendly and efficient box office staff
• Act as lead in software training and integration, including training for staff. This includes receiving on-going training and actively seeking out knowledge in all software to be the team expert in technology as it relates to the box office and ticketing
• Confer on a frequent basis with direct reports to initiate and delegate work assignments, assess progress and resolve problems; establish program and project policies and priorities; provide appropriate coaching, training and development, and corrective action; prepare and discuss performance appraisals on a timely basis.
• Communicate openly with Premium Sales department on all aspects of ticket operations, including but not limited to, the Lexus Lounge, Annual Memberships and future Premium Sales opportunities.
• Manage and control group ticket inventory
• Work with the Marketing & Sales team to increase Group Sales and Subscriptions
• Order supplies for ticket operations (ticket stock, forms, envelopes, etc.)
• Create and manage box office protocol, polices, and procedures.
• Build solid working relationship with the Finance team to facilitate training within ticket system reporting.
• Work as the main facilitator for reconciliations with the finance department
• Ensure the team is adhering to all PCI Compliance standards
• Develop and maintain relationships with promoters and their respective ticketing personnel to help them manage their manifests and holds
• Coordinate all ticketing and other relevant information between promoter, facility personnel and Ticketing System in a timely and accurate manner. Establish and maintain strong relationships with promoters and artist representatives, internal department managers, and box office staff.
• Manage events in ticketing system from set-up through to end of event including, but not limited to, map changes, map creation, monitoring open, held, and sold seat inventory, evaluating sales and communicating relevant information to other departments.
• Compile and distribute daily sales and financial reports to related departments and to presenters upon their request. Prepare and submit box office statements for settlement and all pertinent records pertaining to settlement.
• Plan, assign, direct, coordinate and exercise general supervision over direct reports including Box Office Managers, Group Sales & Subscription Managers, Box Office Supervisors, Group Sales & Subscription representatives and Ticket sellers. 
• Maintain exemplary customer service