Ticket Operations Representative Lead

7 months ago

Regina, Canada Regina Exhibition Association Limited Full time

**THE OPPORTUNITY AWAITS YOU**:
REAL finds itself in the enviable position of managing one of the most interesting and versatile connected spaces in North America with an opportunity to impact the lives of millions by creating life-long memories and delivering exceptional experiences.

Reporting to the Supervisor, Guest Experience & Ticket Operations, the Ticket Operations Representative Lead executes event ticket service delivery in venues managed by Regina Exhibition Association Limited (REAL). This position helps to maintain a friendly environment while ensuring the safety of all guests. This position will achieve these goals by greeting guests, delivering on their ticketing needs, scanning tickets, assisting guests in resolving ticketing issues, reporting issues, and upholding venue policies in a friendly and professional manner.

The Ticket Operations Representative Lead must be friendly and attentive to the needs of the ticket purchaser. They must address multiple guest concerns in a professional yet sympathetic manner and have the foresight and knowledge to address escalated concerns when and where necessary. This position will be required to be aware of many ticketing facets involving all of REAL's venues, including operations of the ticketing system, event schedules, ticket packages, Box Office hours of operation, suite holder and VIP ticketing, special ticket packaging, and gate scanning operations, etc.

*This is a casual position and hours will be scheduled according to business needs*

**WHAT YOU WILL DO**:
Provide Ticketing Computer System & Ticket Purchasing Experience by:

- Accurately operating Ticketmaster computer ticketing system, scanners, printers, and other ticketing systems technologies to sell tickets for events held at REAL venues.
- Assisting customers with purchasing decisions describing venue layouts and seating locations clearly and concisely.
- Navigating multiple apps, including but not limited to Ticketmaster and client apps on smartphones and other mobile devices.
- Adhering to payment processing, voucher redemption and ticket scanning procedures.
- Issuing ticket comps and ticket refunds as required and as authorized by Supervisor/Management.
- Maximizing all sales opportunities during the transaction process through additional product offerings (parking, F&B vouchers, VIP add-on experiences, upsells etc.).

Support Event Ticket Scanning Processes as well as venue restrictions by:

- Being able to read tickets and have a firm grasp of the layout of each of REAL's ticketed venues.
- Properly scanning every guest's ticket to ensure that each guest that enters any ticketed event on the property has a valid ticket.
- Limiting access to the venue or specific areas to those with proper, valid tickets.
- Thanking all guests for attending as they are leaving.

Conduct outstanding customer service by:

- Remaining friendly and attentive to the needs of all guests and provide superior customer service to all internal and external clients.
- Proactively addressing guests' ticket needs by answering questions, giving directions and other information regarding REAL's venues, never avoiding a guest, or leaving a question unanswered.
- Being visible and available to provide superior service for event attendees in various locations. These locations include but are not limited to gate entrances, permanent box offices, satellite box office kiosks, box office lobbies and other areas within or around REAL's venues as deemed necessary.
- Ensuring Box-Office, Box-Office Lobbies, and entrance ticket scanning areas are safe, clean, and tidy for best first impressions.

Keen Knowledge of Events & Venue Procedures
- Responsible for obtaining and having a working knowledge of all procedures and directives that pertain to each event.
- Observe safety procedures and use of ticketing equipment and materials properly.
- Responsible for obtaining and having a working knowledge of emergency procedures.

Leadership & Teamwork
- Help create a supportive, enjoyable, and efficient working environment for all Ticket Services Representatives.
- Delegate Ticket Services Representatives tasks in alignment with Supervisor and Management's needs.
- Supervise and support all Ticket Ops Representatives to efficient completion of job functions.
- Assist Management in pre-event preparations on event day to ensure a smooth event delivery and an excellent guest experience.
- Train, mentor, and ensure team members are equipped to provide excellent guest service through strong knowledge of all procedures and directives that pertain to each event.

*Additional duties and responsibilities as assigned. *

**Requirements**:
**WHAT IT TAKES**:
**Education and Experience**
- High school diploma or GED equivalent required.
- Previous experience in guests/customer service in forward-facing industries is considered an asset.
- Strong knowledge of ticketing software and systems required. Knowledge of Ticketmaster software system pref

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