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Box Office Manager

XL Center
Hartford, CT
Ticket Operations: Box Office Management

Summary:  The Box Office Manager will direct, manage and supervise XL Center and Pratt & Whitney Stadium ticket office functions including staffing, cash control, reporting, event management and third party/vendor relations. Utilizing Paciolan ticketing software, he/she will create ticketing for events and financial reports; manage and participate in the development and administration of an annual budget; direct the forecast of additional funds needed for staffing, equipment, materials and supplies; direct and monitor expenditures. The Box Office Manager is responsible for the selection, training, motivation and evaluation of all Box Office personnel, and the management of all aspects of customer service related to internal and external customers.

Job Duties:
-Ability to build all events in Paciolan ticketing system, including seating manifests, price tables, holds/kills, discounts, pre-sales, etc.
-Manage all Box Office related matters with external event promoters, tenant teams and other internal departments
-Coordinate with event promoters/agents to obtain ticket pricing structures, on-sale dates, discounts, holds, etc.
-Responsible for ticket system upgrades, occasional testing of new software, routine maintenance and trouble-shooting
-Update and relay all box-office related event information to internal departments and client
-Disseminate relevant ticketing information to executive management as requested
-Investigate and resolve ticket-related issues
-Oversee all financial reconciliation in regards to daily reports, monthly reports and event settlement
-Create and distribute ticket office sales reports
Responsible for the collection of all ticket monies, tracking of accounts payable/receivable and preparation of sales reports/ticket revenue updates
-Manage and supervise ticket office personnel
-Provide training and additional education as necessary for box office staff regarding Paciolan ticketing software, mobile technology and customer service practices
-Provide insight to technological ticketing decisions and ensure the proper implementation is filtering through all internal departments and Box Office staff
-Establish and review operational policies and procedures for ticket office operations
-Manage all information being sent and posted through ticketing systems
-Process/fill approved charity tickets requests; document all complimentary tickets issued
-Management of all aspects of customer service as it relates to both internal and external customers; apply company customer service principles and corporate initiatives in all aspects of work
-Other duties as deemed necessary or as directed

-Advanced knowledge of Paciolan ticketing software
-Significant successful comparable Box Office operations experience
-Strong math aptitude and ability to attend to detail
-Proven effective management of multiple related areas
-Proficient with Microsoft Office, with emphasis on Excel and Word
-Demonstrated sound organizational, coordinating and personal interface skills
-Demonstrated excellent written and verbal communications skills, including the ability to successfully communicate with the public, other employees and vendors
-Must be flexible with working nights, weekends and holidays
-Bachelor’s Degree from an accredited college or university with major coursework in business management, sports management, marketing, public relations, business administration or other related field.
-Minimum of 1 year of increasingly responsible box office/ticketing experience, preferably with a sports facility, convention center, performing arts facility or other multi-purpose public assembly facility.
-Knowledge of operational characteristics, services and activities of stadium, arena, public assembly facility or convention center sales programs
-Good interpersonal and communication skills including the ability to motivate staff utilizing a positive attitude.
-Knowledge of terminology used in box office/sales settings in addition to basic principles of safe/vault controls.
-Knowledge of principles of budget preparation and control.


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