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Company Name : The City of Daytona Beach, FL
Location : Daytona Beach, FL
Position : Box Office Assistant
Job Description : Purpose
The purpose of this classification is to work with the Box Office Supervisor to assist in overseeing and managing the overall box office operations and reporting for all internal, private and public performances and events. The classification performs administrative duties including advertising and promotions, supervising and executing all ticket sales, including single tickets, season tickets and group sales online, on the phone and in person, pulling ticket sales reports, working with ticket system staff to map and price tickets for shows, keeping accurate financial records, scheduling of staff and on-site supervision, establishing and maintaining positive community contacts and public relations. Performs other related work as required. Minimum Qualifications
Education, Training and Experience – High School Diploma/GED, Bachelor”s degree in related field preferred; supplemented by a minimum of two (2) years experience in ticket sales, box office operations and customer service for a sports venue, music hall, theatre or similar operation. Must be proficient in Ticketmaster ticketing system. Job Description
ESSENTIAL FUNCTIONS
The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.
Assist in supervising and executing ticket sales.
Assist in scheduling, training and supervising box office staff.
Assist in generating and reconciling all reports for ticket sales for all shows.
Assist in putting together daily sales reports for distribution.
Establishes and maintains superior customer service and public relations with all patrons in person, on the phone and online; fields complaints and follows to a conclusion.
Collects revenues, sells tickets, issues receipts, and prepares necessary financial documents.
Attends meetings as assigned by Box Office Supervisor and facilitate open communication with staff as well as interdepartmental communication.
Box Office Responsibilities:
Report to the Box Office Manager on all ticketing related activities, and events.
Provide superior level of customer service to ensure a positive experience for all patrons.
Communicate effectively with the general public through box office phones, email, and website to provide the most up-to-date ticket information and address all inquiries.
Assist in developing sales campaigns for prospective ticketed events as needed.
Assist the Manager on Duty of the Peabody with event related activities (when needed).
Assist with maintaining all accounting and financial operations of Ticket Office including deposits, record keeping, invoicing, and reporting.
Utilize and assist in maintaining all ticketing technology including Ticketmaster software, ticket validation scanners, credit card scanners, printers, TMONE, TM Access Manager and TM Host to maximize the efficiency of the ticketing office.
Work evenings and weekends as well as other related duties as assigned by the Box Office Manager.
Assist and support Box Office staff in any of their job functions, as needed.
Facilitate open communication with all City staff.
MARGINAL FUNCTIONS
Attends major functions to provide on-the-job supervision as needed.
Applies knowledge of accounting and/or bookkeeping methods as needed.
Applies knowledge of Point of Sales system operations.
Assists with daily operations of the facility.
Assists in training adjunct staff in office and event responsibilities.
Performs clerical duties such as answering telephones.
Performs related duties as required.
PERFORMANCE APTITUDES
Data Utilization: Requires the ability to calculate, compute, summate, and/or tabulate data and/or information. Includes the ability to perform subsequent action in relation to these computational operations.
Human Interaction: Requires the ability to inform and guide others by applying principles of professional counseling in addressing specific situations.
Equipment, Machinery, Tools, and Materials Utilization: Requires the ability to operate, maneuver and/or control the actions of equipment, machinery, tools, and/or materials used in performing essential functions.
Verbal Aptitude: Requires the ability to utilize a wide variety of descriptive data and information, such as leases, billing statement, and manuals.
Mathematical Aptitude: Requires the ability to perform addition, subtraction, multiplication, and division; ability to calculate decimals and percentages; ability to utilize principles of fractions; ability to interpret graphs.
Functional Reasoning: Requires the ability to carry out instructions furnished in written, oral, or diagrammatic form. Involves semi-routine standardized work with some latitude for independent judgment concerning choices of action. Working environment is fast-paced.
Situational Reasoning: Requires the ability to exercise the judgment, decisiveness and creativity required in situations involving evaluation of information against measurable or verifiable criteria.
ADA COMPLIANCE
Physical Ability: Tasks involve the ability to exert moderate, though not constant physical effort, typically involving repetitive use of arms for answering busy phones and typing. Must be able to lift or move up to 50 lbs. using proper lifting techniques.
Sensory Requirements: Some tasks require visual perception and discrimination. Some tasks require oral communications ability.
Environmental Factors: Tasks are regularly performed without exposure to adverse environmental conditions, such as dirt, dust, pollen, odors, wetness, humidity, rain, fumes, temperature and noise extremes, machinery, vibrations, electric currents, traffic hazards, toxic agents, violence, disease, or pathogenic substances.
PERFORMANCE INDICATORS
The work performance of supervisory personnel of the City of Daytona Beach is routinely evaluated according to the performance criteria outlined herein:
Knowledge of Work: Has considerable knowledge of the methods, procedures and a policy of the City of Daytona Beach as such pertains to the performance of the essential duties of Box Office Assistant. Has considerable knowledge of principals and practices of professional work assisting in developing, coordinating auditorium duties for the City. Has considerable knowledge of the laws, ordinances, standards, and regulations pertaining to the essential duties and responsibilities of the position. Has considerable knowledge of the organization of the department, and of related departments and agencies. Clearly understands the occupational hazards and safety precautions required to perform the essential functions of the work. Has considerable knowledge of terminology and related professional languages used within the department as such pertains to work responsibilities. Knows how to maintain cooperative and effective relationships with intra- and interdepartmental personnel, as well as any external entities with which position interacts.
Working knowledge of Box Office or similar operations, customer service techniques, computer operations, accounting / cash management procedures. Entry level knowledge of Theatre / Music Hall / Sport Venue operations and Point of Sales systems. Skill in computerized ticketing operations, guest relations, long term and immediate decision making, verbal / written communication, phone etiquette, computers (Microsoft Word, Excel, Access and PowerPoint) or similar programs. Ability to provide leadership, engage in positive interaction with staff and guests, prioritize, organize, motivate staff, problem solve, delegate, follow-up, communicate and diffuse possibly volatile situations with tact. Intrinsically motivated: self-directed and capable of working effectively in a fast-paced environment while juggling multiple projects and adhering to tight and demanding deadlines. Strong communication skills and an ability to contribute in a collaborative team environment. Intuitive grasp of customer and a drive to impact and satisfy customers. Ability to handle working environment that is fast-paced.
Quality or Work: Maintains high standards of accuracy in performing duties and responsibilities. Exercises immediate remedial action to correct any quality deficiencies that occur in areas of responsibility. Maintains quality communication and interaction with intra- and interdepartmental personnel, and any external entities with which position interacts.
Quantity of Work: Performs described Essential Functions and related assignments efficiently and effectively in a manner to produce a quantity of work with consistently meets established standards and expectations.
Dependability: Assumes responsibility for completion of assigned functions. Completes assigned work within established deadlines in accordance with directive, policies, standards, and prescribed procedures. Maintains accountability for assigned responsibilities in the technical, human and conceptual areas.
Attendance: Attends and remains at work regularly and adheres to policies and procedures regarding absenteeism and tardiness. Provides sufficient notice to upper management with respect to vacation time and leave requests.
Initiative and Enthusiasm: Exhibits and enthusiastic, self-reliant and self-starting approach to meet job responsibilities and accountabilities. Strives to anticipate work to be accomplished, and initiates appropriate and acceptable action for the completion of work with a minimum of supervision and instruction.
Judgment: Exercise analytical judgment in areas of responsibility, identifies issues or situations as they occur and specifies decision objectives. Identifies or assists in identification of alternative solutions to issues or situations. Implements decisions in accordance with prescribed and effective policies and procedures and with a minimum of errors. Seeks expert or experienced advisement where appropriate, and researches issues, situations, and alternatives prior to exercising judgment.
Cooperation: Accepts supervisory and managerial instruction and direction, and strives to meet the goals and objectives of same. Questions such instruction and direction when clarifications of results of consequences are justified, i.e., poor communications, variance with established policies and procedures, etc. Offers suggestions and recommendations to encourage and improve cooperation both intra-and interdepartmentally.
Relationships with Others: Shares knowledge with managers, supervisors and co-workers for mutual benefit. Contributes to maintaining high morale among all employees. Develops and maintains cooperative and courteous relationships both intra-and interdepartmentally, and with external entities with whom position interacts. Tactfully and effective handles requests, suggestions, and complaints in order to establish and maintain good will. Emphasizes the importance of maintaining a positive image.
Coordination of Work: Plans and organizes daily work routine. Establishes priorities for the completion of work in accordance with sound time-management methodology. Avoids duplication of effort. Estimates expected time of completion of work elements, and establishes a personal schedule accordingly. Attends required meetings, planning sessions and discussions on time. Implements work activity in accordance with priorities and estimated schedules.
Safety and Housekeeping: Adheres to all established safety and housekeeping standards, to include regulatory entities. Ensures such standards are not violated.
Planning: Plans, coordinates and utilize information effectively in a manner to improve activities and production. Knows and understands expectations regarding such activities and works to ensure such expectation are met. Develops and formulates ways, means, and timing to achieve established goals and objectives. Effectively and efficiently organizes, arranges, and allocates manpower, financial and other designated resources to achieve such goals and objectives.
Organizing: Efficiently organizes own work and that of subordinates as well. Ensure personnel under charge understand what results are expected of them, and that each is regularly and appropriately informed of all matters either affecting or of concern to them.
Staffing: Works with upper management, where appropriate, to select and recommend employment of qualified personnel. Personally directs the development and training of personnel under charge, ensuring their proper induction, orientation, and training.
Leading: Provides a work environment, which encourages clear and open communications. Has a clear and comprehensive understanding of the principles of effective leadership, as well as the application of such principles to functions under charge. Provides adequate feedback to personnel under charge concerning their performance in terms of excellent, satisfactory, or lacking. Commends and rewards personnel under charge for outstanding performance, and takes timely and appropriate disciplinary action as necessary. Exercises enthusiasm in influencing and guiding others toward achievement of established goals and objects.
Controlling: Establishes and maintains a work environment, which is orderly and controlled. Coordinates, audits, and controls manpower and financial resources efficiently and effectively. Coordinates, audits, and controls the utilization of materials and equipment efficiently and effectively. Has a clear and comprehensive understanding of established standards, methods, and procedures.
Delegating: Assigns duties and responsibilities as necessary and/or appropriate to meet goals, enhance abilities of personnel under charge, build their confidence, and assist them in personal growth. Establishes and maintains confidence in personnel under charge to meet new or additional expectations.
Decision Making: Exercises discretion and judgment in developing and implementing courses of action affecting functions under charge. Recognizes when a particular policy, procedure or strategy does not foster the desired result. Moves decisively and explicitly to develop and implement alternatives.
Creativity: Regularly seeks new and improved methodologies, policies and procedures for enhancing the effectiveness of functions under charge. Employs imagination and creativity in the application of duties and responsibilities. Is not adverse to change that supports achievement of goals and objectives.
Human Relations: Strive to develop and maintain excellent rapport with personnel under charge. Listens to and considers their suggestions and complaints, and responds appropriate. Establishes a work environment to promote and maintain mutual respect.
Policy Implementation: Has a clear and comprehensive understanding of policies regarding functions under charge and the function of the organization. Adheres to all policies in the discharge of duties and responsibilities, and ensures the same for personnel under charge.
Policy Formulation: Maintains current knowledge of changes in operating philosophies and polices, and routinely reviews such policies to ensure any changes in philosophy or practice are appropriately incorporated into functions under charge. Recognizes and understands the relationship between operating policies and practices and morale and performance. Strives to ensure established policies enhance same.
The City of Daytona Beach is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the City of Daytona Beach will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.
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