Ticket Captain

Staff - Union

Job Category

CUPE 2950

Job Profile

CUPE 2950 Hourly - Ticket Captain

Job Title

Ticket Captain

Department

FOH & TIX Support | Chan Centre for the Performing Arts

Compensation Range

$23.61 - $23.61 CAD Hourly

Posting End Date

September 20, 2024

Note: Applications will be accepted until 11:59 PM on the Posting End Date.

Job End Date

There are 5 vacancies for this position.

At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.

Job Summary

The Ticket Office of the Chan Centre for the Performing Arts is looking for highly motivated, proactive self-starters who are able to provide exceptional guest service. The Ticket Captain oversees staff and performs a variety of duties serving five venues including the 1,400 seat Chan Shun Concert Hall, the 275 seat Telus Studio Theatre, 160 seat Royal Bank Cinema, 225 seat Roy Barnett Recital Hall and 522 seat Old Auditorium. Ticket Captains will respond to commercial and academic clients as required.

Organizational Status

The Ticket Captain position assists the Ticket Office Supervisor in ensuring strong, efficient customer service is delivered.

Work Performed
- Assists in the efficient running of the ticket office
- ensuring all staff are prepared and ready to begin prior to patron arrival and assigns breaks as needed.
- Assists the Ticket Office Supervisor in the training of staff - ensuring the mandate of customer service is followed and work is being carried out in a safe and correct manner.
- Assists Supervisor in ensuring that staff dress code is upheld
- Maintains Chan Centre ticketing system and produces system reports
- May act as point of contact for Rental Client queries and requests such as generating ticket reports, maintaining guest lists and ticket consignments.
- Troubleshoots any technical problems related to Ticketing System, Printing and/or Payment Processing.
- Effectively resolves client and/or customer complaints in a calm, non-confrontational manner, and by exercising sound judgment.
- Confirms no sales transactions are left out of balance
- Assists the Supervisor in an emergency situation
- Performs duties of Ticket Sellers and Ticket Office Supervisor when required
- Supervises Ticket Sellers and may have input into hiring, training, and performance and evaluation of staff.
- Performs other related tasks as required

Consequence of Error/Judgement

Errors could have serious impact on relations with users and patrons and negatively effect the reputation of the Chan Centre and the University in lost revenue. Errors in judgement could result in low staff morale, dissatisfied patrons and/or safety issues. Errors in completing payment transactions could result in shrinkage and loss of revenue to the Chan Centre.

Supervision Received
Works under the general supervision of the Manager, Front of House and Ticketing and the Ticket Office Supervisor.

Supervision Given
Supervises Ticket Sellers and may have input into hiring, training, and performance and evaluation of staff.

Minimum Qualifications
- High School graduation.
- A minimum four years’ experience in professional ticket office sales and/or supervision, or related experience.
- Willingness to respect diverse perspectives, including perspectives in conflict with one’s own
- Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion

Preferred Qualifications
- Must have previous experience using the AudienceView ticketing system.
- An understanding of basic computer skills and the Windows operating system.
- Demonstrates ability to communicate effectively verbally and in writing.
- Ability to deal with a diversity of people in a calm, courteous, and effective manner.
- Ability to exercise tact, diplomacy and discretion in dealing with patrons.
- Ability to effectively train, supervise, and motivate employees.
- Ability to cover flexible shift times an asset. Must be able to work irregular hours and be willing to respond to on call demands including evenings and weekends.