Box Office & Guest Services Lead

Washington Pavilion; Sioux Falls (SD); On-site; USD 24,796 - 38,572; Full time

Job summary

The Washington Pavilion is seeking internal applicants for the Guest Services Box Office Assistant Manager role to lead the daily operations of the Guest Services and Box Office department and provide exceptional customer service and leadership to the team.

This position supports ticketing operations, staff development, and guest satisfaction, while acting as Manager on Duty during performances and events. Evening and weekend availability is required.

Qualifications

• Bachelor's degree in Business Management or equivalent work experience preferred.
• Minimum of four (4) years of customer service experience required.
• Two (2) years of supervisory or leadership experience preferred.
• Experience in a theater, performing arts center, arena, museum, or nonprofit organization preferred.
• Demonstrated leadership, coaching, and conflict resolution skills.
• Strong organizational skills with ability to manage multiple priorities.
• Experience handling and reconciling cash transactions.
• Intermediate proficiency with Microsoft Excel, Word, and Outlook.
• Ability to learn ticketing software.
• Availability to work evenings, weekends, and occasional holidays.

Responsibilities

• Assist with the daily operation of the Guest Services and Box Office department.
• Recruit, interview, onboard, train, coach, and supervise Guest Services Representatives in partnership with the Guest Services Manager and HR.
• Lead staff meetings, provide ongoing coaching, complete performance evaluations, and recognize employee accomplishments.
• Assist with employee scheduling, monitor staffing levels, and approve time records as assigned.
• Handle guest concerns related to ticketing, seating, subscriptions, memberships, and customer service.
• Support season subscriptions, membership sales, group sales, and single-ticket campaigns.
• Communicate with promoters, presenters, and facility renters regarding ticketing needs and reports.
• Serve as Manager on Duty during designated performances and special events.
• Promote a positive, collaborative, and customer-focused work environment.
• Ensure compliance with Washington Pavilion policies, procedures, and safety standards.
• Collaborate with departments to deliver an exceptional guest experience.
• Identify opportunities to improve processes and operational efficiency.

Skills

Leadership

Customer service

Cash handling

Microsoft Excel

Microsoft Word

Microsoft Outlook

Ticketing software

Evenings/weekends availability

Education

Bachelor's degree in Business Management

Tools

Ticketing software

Job description

The Washington Pavilion is seeking internal applicants for the Guest Services Box Office Assistant Manager role to lead the daily operations of the Guest Services and Box Office department and provide exceptional customer service and leadership to the team.

This position supports ticketing operations, staff development, and guest satisfaction, while acting as Manager on Duty during performances and events. Evening and weekend availability is required.