Ticket Office Manager

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

Job Description

WHAT YOU'LL BE DOING:

May include, but not limited to:

• Leads the daily operations of the ticket office.
• Acts as the Manager on Duty when needed.
• Resolve customer issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Must be smiling, high fiving and encouraging our team to give World Class guest service.
• Engage with our guests and create memories worth repeating.
• Be a cheerleader and support for staff during all events.
• Staff Training to include:
• Assist with counting banks and parking post events.
• Attend and participate in meetings that you are scheduled for.
• Assist other departments as needed.
• Ensures the team is fully aware of all events happening in the Wings Event Center.
• Processing all types of ticket orders placed for the Event Center including over the phone, in person, mail, and group orders.
• Maintaining exceptional levels of customer service and relations.
• Providing detailed information to patrons concerning hockey games, special events, and general facility facts.
• Answering customer inquiries and mailing appropriate information as requested
• Becoming an expert at the Etix ticket platform and all Wings Event Center policies and procedures.
• Becoming familiar with necessary reports: Injury Reports, Customer Complaints, Incident Reports, etc.
• Performs other duties as assigned, requested or deemed necessary by management

WHAT YOU NEED FOR THIS POSITION:

• Excellent skills in customer relations, communications and problem solving
• Strong leadership skills that would be able to lead a diverse team
• eTix experience preferred but not required
• Able to stand for long periods of time, up to 8 hours or more
• Able to handle responsibilities that require repetitive motion tasks
• Cash handling experience
• Sales and customer service experience preferred
• Ability to work flexible hours and weekends
• Able to stoop and bend
• Occasionally able to lift up to 40 pounds
• Able to comply with safety standards