Entertainment Ticketing Supervisor

ABOUT WESTGATE RESORTS
Westgate Resorts provides a diverse range of vacation experiences. From sandy beaches on the Atlantic Ocean to snow-covered Utah mountains, families can affordably experience the country's most desirable vacation destinations. A world leader in the timeshare and hospitality industry, Westgate has resorts in Florida, Tennessee, South Carolina, Missouri, Utah, Nevada, and Arizona. Westgate meets every vacation expectation, for every family, for every budget. As we continue growing, we will continue offering the best and most-affordable vacation options out there!

General Summary Of Duties:

Assists the Box Office Manager with ensuring that the box office team is running efficiently while keeping the staff informed on Ticketmaster functions and procedures.  The ideal candidate will be able to run audit reports for shows, as well as manage holds for the casino and ticket brokers. The candidate must be able address guest concerns in a professional manner. Additionally, the supervisor will coordinate with the Box Office Manager regarding team schedules and assist with monthly team meetings.  The ideal candidate will have extensive knowledge of Ticketmaster Host/Twin99 TM1 Enterprise and TM1 Sales.

Role and Responsibilities: (Includes but is not limited to the following)

Key Tasks:

Enabling/Disabling qualifiers/codes for shows (i.e., through Ticketmaster)

Assist with implementation of standard operating procedures (SOP’s)

Assist Box Office Manager with event build and maintenance

Create schedules for the staff members

Assist in event builds through the Ticketmaster system

Work with accounting department to ensure all accounts are balanced

Inputs high priority reservations as directed by Box Office Manager

• Ensure the box office operations are running efficiently through proper training and leadership.
• Effectively assist team members with walk up sales, will call, mobile/electronic ticketing and guest relations.
• Properly handle guest concerns that may arise due to tickets, charges, or seating placement.
• Deliver weekly reports on ticket sales and revenue.
• Assist other departments with ticket purchases and event hold requests.
• Provide orientation and training for new employees to the department.
• Enforce department and company rules and procedures with staff.
• Ensure that the box office staff is informed of new shows, conventions in town, and any new details as they arise.
• Assist in distributing manifests and maps for all events in the international or cabaret theater.
• Assist Box Office Manager in implementation of promoter and venue holds for events.
• Assist Box Office Manager in Stop Sells within the department, Ticketmaster, and ticket brokers. 
• Assist Entertainment Department Director and Managers in coordinating seating with venue ushers and assisting department staff with other matters as needed.
• Must be able to effectively communicate with others in English by either email or phone calls.
• Must be able to maintain a professional demeanor while working in high pressure situations.
• Ability to exercise judgement and implement control over the performance of staff.
• Ability to maintain attendance in conformance with standards.
• Social skills as demonstrated by the ability to deal with internal/external customers, some of whom will require high levels of patience, tact and diplomacy to diffuse anger, collect accurate information and resolve problems and concerns.
• Basic mathematical skills necessary to verify/balance reports and perform simple calculations. Cashiering skills necessary to receive/make change, record/verify charges, and secure/balance a money bank.

Education:

Any combination of education, training, or experience that provides the required knowledge, skills, and abilities to run the box office and concierge team.

Preferred Requirements:

• Proficient with Ticketmaster Host, TM1 and TM1 Sales
• Has experience working with tour managers and promoters during reconciliation/settlement
• Knowledge and understanding of ticket brokers