Supervisor, Ticket Operations

Hard Rock Hotel & Casino Ottawa; Atlantic City (NJ); On-site; USD 52,000 - 62,000; Full time

Benefits offered by this job

Medical, Dental, Vision Prescription

401K with match

Paid Time Off

Holiday Pay

Free Meals

Free Parking

Discounts at Hard Rock properties

Annual bonus program

Training and Leadership development

Job summary

Hard Rock Hotel & Casino Ottawa is seeking a Box Office Supervisor to manage daily box office operations under the Entertainment Manager. You will oversee events, ensure top-notch guest service, and maintain box office controls.

Responsibilities include generating daily reports, processing orders, reconciling cash and deposits, and coordinating ticketing for events. Strong leadership and customer service skills are essential.

Qualifications

• High School Diploma or equivalent required with 2–3 years Box Office supervisory experience.
• Classic Ticketmaster, Ticketmaster Access Manager & Mail Manager experience essential.
• Proficient with Microsoft Office (Outlook, Word, Excel).

Responsibilities

• Generate and distribute the daily ticket count report for all shows.
• Assist in building events in the Ticketmaster system.
• Oversee cash/credit reconciliation of daily sales and deposits; prepare reconciliation reports.
• Process internal, external and season ticket orders.

Skills

Leadership ability

Oral and written communication

Organizational skills

Customer service

Flexibility with hours

Education

High School Diploma or equivalent

Tools

Ticketmaster

Ticketmaster Access Manager

Ticketmaster Mail Manager

Microsoft Office

Job description

Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status. To see our fill list of Team Member Benefits please visit our career site: www.gotoworkhappy.com/benefits

Job Description

Under the direction of the Entertainment Manager, incumbent assists in effectively managing the daily operations and staff of the Box Office. Assist in overseeing events, upholds exemplary guest service standards and maintains internal Box Office controls.

• Generates & distributes the daily ticket count report for all shows.
• Assist in building concerts and other events in the Ticketmaster system.
• Manages cash/credit reconciliation of daily sales and deposits and prepares corresponding reconciliation reports.
• Process internal, external and season ticket orders.
• Coordinates ticket printing for Casino Marketing Player Development, advertising and promotional tickets.
• Communicate ticketing information regularly and assist other departments with same.
• Resolve customer service issues as necessary.
• Maintain accurate box office accounting records and archives.
• Develop department members’ knowledge and skills through education, training, coaching, corrective counseling, etc.
• Ensure appropriate staffing levels to best manage labor costs while maintaining outstanding guest service.
• Monitors the performance of department direct reports and team members.
• Ensures only the most qualified candidates are selected for open positions.
• Monitor and order office and ticketing supplies for department.
• Inputs & uploads upcoming events in Ticketmaster Access Manager System for accurate event drop counts.
• Prepare Accounts Receivables Box Office invoices.
• Uploads all database entries into Ticketmaster Mail Manager System.
• Supervises daily ticket sales and will call operations.
• Responsible for submitting staff time and attendance reports to payroll.
• Efficiently and courteously answer questions concerning pricing, seating and events.
• Demonstrates excellent customer service skills, responds to customer needs, responds to requests for service and assistance, Performs other duties and responsibilities as assigned.

QUALIFICATIONS

• High School Diploma or equivalent required and 2-3 years Box Office/Supervisory experience, preferably in the entertainment field. Must have Classic Ticketmaster, Ticketmaster Access Manager & Mail Manager computer experience. Working knowledge of Microsoft Office applications (Outlook, Word, Excel, etc.). Must be able to create, manipulate and update Excel spreadsheets. Experience in box office training and guest relations is essential.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Abilities Percent of Time None Under 1/3 Seldom to Occasionally To 2/3 Occasionally to Frequently Over 2/3 Constantly

• Lift, carry or restrain up to 10 pounds X
• Lift, carry or restrain up to 25 pounds X
• Lift, carry or restrain up to 50 pounds X
• Lift, carry or restrain up to 100 pounds X
• Lift, carry or restrain more than 100 pounds X
• Push/Pull up to 10 pounds X
• Push/Pull up to 25 pounds X
• Push/Pull up to 50 pounds X
• Push/Pull up to 100 pounds X
• Push/Pull up more than 100 pounds X
• Overhead Reach X

• Proven leadership ability to provide guidance to subordinate personnel and develop short-term developmental goals.
• Excellent oral and written communication skills
• High level interpersonal and customer service skills to ensure total guest satisfaction.
• Ability to work extended and/or irregular hours including nights, weekends, and holidays as needed.
• Strong ability to adapt to change, work effectively under pressure and produce accurate results in a fast-paced environment.
• Maintain a positive public/professional profile at all times.
• Strong organizational skills and attention to detail
• Ability to professionally interact with individuals at all levels including management, guests and vendors.
• Ability to complete and prioritize tasks in a timely manner.
• Able to work independently and handle most questions without assistance.

WORK ENVIRONMENT

• The Casino environment is hectic, fast-paced and often crowded and noisy. May be exposed to casino-related environmental factors including, but not limited to, secondhand smoke and excessive noise and constant exposure to general public.
• Must be able to communicate effectively with guests in English, specific to position duties and responsibilities.

DISCLAIMER

This is not an exhaustive list of all responsibilities, requirements and skills. Management reserves the right to revise the job or to require that other or different tasks be performed when circumstances arise.

BENEFITS INCLUDE

• Medical, Dental, Vision Prescription, Life, Accident, Pet Legal
• 401K with match
• Paid Time Off
• Holiday Pay
• Free Meals, Free Uniforms, Free Parking
• Discounts at Hard Rock properties around the globe
• All team members are eligible to participate in the discretionary annual bonus program
• Training and Leadership development programs
• Salary Range $52,000-$62,000.