Box Office Supervisor

3 weeks ago

St Catharines, Canada Meridian Centre Full time

_**Position Summary**_

As a front-line customer service member of the Box Office & Guest Services Department, the Box Office Supervisor is responsible for training, coaching, and leading a team of 4-10 Box Office Representatives in the selling of tickets for events. The Supervisor is responsible for the opening and closing of the box office, and will be required to work on event and non-event days. Events can include hockey games, concerts, banquets, basketball games, etc.
- **Essential Duties and Responsibilities**_

Providing detailed instructions to the Box Office Representatives while always conducting themselves in a manner that upholds health and safety regulations, ensuring events will run as safely and efficiently as possible.
- Supervise and work alongside all Representatives on shift, working in a collaborative manner to ensure superior customer service is provided to all guests at all times.
- Prepare and balance Box Office Representatives’ bank deposits and daily sales reports.
- Responding immediately and effectively to any guest issues. Resolving the issues to the best of their ability and involving the Box Office & Guest Services Coordinator where necessary to ensure customer satisfaction.
- In conjunction with direction from management and emergency personnel, the Supervisor will lead, direct and advise Representatives and guests of appropriate action(s) during conditions of potential emergency.
- Assisting guests in the choosing of seating and the purchasing of requested tickets through the Ticketmaster Host.
- Performing various clerical duties including, but not limited to, Box Office records, and reports as assigned.
- Maintaining a safe and enjoyable environment by informing and directing guests with respect to safety & comfort.
- Implementing Meridian Centre House Policies & Procedures in a professional, pro-active, and diplomatic manner.
- Responding immediately and effectively to emergency situations, such as medical or security, etc., utilizing a thorough knowledge and understanding of Meridian Centre Emergency Procedures and Protocols.
- Other duties as assigned.
- **Knowledge, Skills and Experience**_

While any experience in customer service, box office sales or with the Ticketmaster Host system is considered an asset, the Box Office Supervisor must possess at least one (1) year experience as a supervisor, a high school diploma (or equivalent), as well as the following:

- Basic computer skills, including an understanding of the Microsoft Office Suite (Word, Excel, Outlook, etc.);
- An ability to lead and supervise a team, and delegate in a professional, respectful, and safe manner;
- Strong verbal and written communication and leadership skills;
- Ability to relate well to all levels of the organization, external agencies, guests, and premium ticket holders;
- A professional work ethic, as well as an overall professional appearance;
- Ability to handle cash transactions, maintaining accuracy at all times;
- Ability to work efficiently in an organized manner, with great attention to detail while in a fast-paced environment;
- Must have a flexible, adaptable, and positive attitude and work ethic;
- The ability to enforce building policies;
- Comfort with minor conflicts, an ability to resolve those conflicts quickly, efficiently, and in a calm manner, and an understanding of when to notify a Coordinator should the situation require assistance;
- An ability to take and follow written and/or verbal direction;
- An ability to work well in a team environment, as well as independently with mínimal supervision;
- The ability to perform under pressure and execute responsibilities in a maximum crowd capacity during events;
- Excellent and highly respectful customer service skills and the ability to interact appropriately with the public, especially when encountering conflict situations;
- A strong sense of public relations as a representative of Meridian Centre;
- The ability to respond to emergency situations in a calm and effective manner, informing supervisors and management team of the situation immediately;
- The flexibility to work a varied schedule which will include days, evenings, and weekends;
- An understanding and a respect of general Health & Safety practices, as well as the Meridian Centre’s H&S Policy and mandatory COVID-19 vaccination policy.
- **Working Conditions & Physical Demands**_

The physical demands described here are representative, not all-inclusive, of those that the Box Office Supervisor will encounter as they successfully perform the essential functions of this job.
- The use of close vision is required for review of information on a PC monitor, as well as hard copy output.
- The use of hands is required to type for periods of time on a PC, and to count coins and/or currency.
- There is not a set schedule for this department. Hours are casual and based on the number and type of events.
- The hours are varied and can include day, evening, and weekend shi

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