Ticket Office Manager

Radisson Plaza Hotel; Kalamazoo (MI); On-site; USD 45,000 - 58,000; Full time

Job summary

Greenleaf Hospitality Group is seeking a dedicated Ticket Office Manager to oversee the Wings Event Center ticket operations in Kalamazoo, MI. You will lead a diverse team, ensure exceptional guest service, and master the Etix platform for all event tickets.

Responsibilities include staff training, cash handling, and processing orders across channels, with flexibility for events and weekends. You will collaborate with departments to ensure smooth event execution and guest satisfaction.

Qualifications

• Excellent skills in customer relations, communications and problem solving.
• Strong leadership skills to lead a diverse team.
• Able to stand for long periods and handle repetitive tasks.

Responsibilities

• Lead the daily operations of the ticket office and act as Manager on Duty when needed.
• Resolve customer issues, complaints, and problems to maintain high service levels.
• Conduct staff training on Etix and ticket procedures; manage Will Call standards and cash handling.
• Process all types of ticket orders (phone, in person, mail, group orders) and provide information to patrons.
• Attend meetings and assist other departments as needed; ensure awareness of events at Wings Event Center.

Skills

Customer service

Leadership

Communication

Problem solving

Cash handling

Etix experience

Event operations

Tools

Etix system

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: Etix system general knowledge Train employees to properly check I.D.s Will Call Standards Cash Handling Procedures Pre and Post event duties. Set up to clean up! 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

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