Guest Experience & Ticketing Lead

Greenleaf Hospitality Group; Kalamazoo (MI); On-site; USD 40,000 - 56,000; Full time

Job summary

Greenleaf Hospitality Group in Kalamazoo is seeking a dynamic Ticket Office Manager to lead daily operations at Wings Event Center. You will oversee ticket processing across phone, in-person, mail and group orders, and act as Manager on Duty when needed.

The role requires exceptional customer service, strong leadership, and the ability to train staff, manage banking after events, and coordinate with other departments while ensuring safety standards.

Qualifications

• Excellent skills in customer relations, communications and problem solving.
• Strong leadership to guide a diverse team.
• eTix experience preferred but not required.
• Able to stand for long periods (8 hours+).
• Cash handling experience.
• Sales and customer service experience preferred.
• Ability to work flexible hours and weekends.
• Able to stoop and bend.
• Occasionally lift up to 40 pounds.
• Adhere to safety standards.

Responsibilities

• Lead the daily operations of the ticket office.
• Act as Manager on Duty when needed.
• Resolve customer issues to maintain high satisfaction and quality service.
• Provide World Class guest service and engage with guests.
• Train staff; assist with banks and parking post events.
• Attend and participate in scheduled meetings.
• Assist other departments as needed.
• Ensure team is aware of all Wings Event Center events.
• Process all ticket orders (phone, in person, mail, group).
• Maintain exceptional customer service and relations.
• Provide information on hockey games, events and facility facts.
• Answer inquiries and mail information as requested.
• Become an expert in Etix and Wings Event Center policies.
• Review reports (injury, complaints, incidents).
• Perform other duties as assigned.

Skills

Customer relations

Problem solving

Leadership

eTix experience

Stand long hours

Repetitive motion

Cash handling

Sales experience

Customer service

Flexible hours

Weekends

Safety standards

Tools

Etix platform

Job description

Greenleaf Hospitality Group in Kalamazoo is seeking a dynamic Ticket Office Manager to lead daily operations at Wings Event Center. You will oversee ticket processing across phone, in-person, mail and group orders, and act as Manager on Duty when needed.

The role requires exceptional customer service, strong leadership, and the ability to train staff, manage banking after events, and coordinate with other departments while ensuring safety standards.