Director of Guest Services and Ticketing - Houston, United States - Alley Theatre

Description

Job Location 615 - Houston, TX **OVERVIEW**

Founded in 1947 by Nina Vance, the Alley Theatre is a pioneer of regional theatre, and one of the leading nonprofit theatre companies in the United States. The Alley has been awarded the prestigious Regional Theatre Tony Award and the Texas Medal of Arts Award. The Alley has transferred productions to Broadway, Off-Broadway, major European Festivals, and to 40 American cities. Unique among regional theatres, the Alley is committed to maintaining a Resident Acting Company and providing them work year-round. Nationally recognized directors, actors, playwrights, and designers from across the country have regularly joined the Resident Acting Company.

Rob Melrose, Artistic Director at the Alley, took over as artistic leader of the organization in 2019. His vision for the future of the Alley is both thrilling and ambitious as the Theatre nears its 75th anniversary in When the Theatre reopens, his strategic goals include upholding the Alleys artistic excellence, keeping longtime Alley Theatre devotees eager to return each season, and creating productions and cultivating new audiences that are as diverse and vibrant as the city of Houston.

Rob Melrose, Managing Director Dean Gladden and the Alleys leadership team are committed to promoting Equity, Diversity, and Inclusion (EDI) in all aspects of the Theatres programming and operations. We are conscious about fostering an environment where everyone is encouraged to bring their authentic selves. We embrace differences and strive to be inclusive of all backgrounds, experiences and perspectives.

**SALARY: $****67,000/YR Minimum**

**STATEMENT OF JOB:**

An integral position of Alley Theatre, the Director of Sales and Ticketing Services is responsible for creating seamless audience experiences with single ticket sales, subscription sales, and coordination with Front of House. Reporting to the Director of Marketing & Communications, this role will focus on ensuring a top-level audience experience for guests of the Theatre, analyzing and reporting on sales, managing ticket inventory, maximizing earned revenue, and training and managing consistency of Box Office staff. The position will work across departments to optimize Tessitura (and enact best practices). Overseeing box office operations, this role directly manages the Subscriptions/Guest Services Manager(s).

**JOB DUTIES**

Assure that the highest quality of customer service is being provided by the Guest Services Team.

Manage the building of ticketed events and packages in the Tessitura ticket system.

Takes initiative with other departments to craft experience-specific language over the phones and in-person to patrons

Utilize Revenue Management Application (RMA) and Tessitura Analytics for detailed reporting on inventory, holds and revenue by zone, ticket distribution statistics, etc.

Analyze trends, report and recommend sales strategies to maximize revenue.

Create and maintain all held and allocated ticket inventory, serving as the primary liaison between Box Office and all other departments (Finance, Marketing, Devo, SD&A, etc.)

Manage ticket inventory to maximize revenue and capacity; manage partnerships with external vendors when needed.

Create, maintain and distribute all daily box office sales information, including sales, holds, revenues, performance against budget, etc. Provide final revenue on a production level information to Finance.

Proactively maximize the value and ensure the quality of data introduced into Tessitura.

Develop and promote policies and procedures which generate and encourage audience loyalty.

Maintain customer communications tools as it pertains to the phone system; advise on customer communications as they pertain to website, email, social, and other digital channels.

Develop and implement incentive programs for upselling, add-ons, and tax-deductible donations.

Work with the Marketing department to develop reporting and execute analyses of marketing and sales data.

Perform or manage other event related administrative duties and tasks as assigned.

Attends Marketing, Tessitura, and Revenue Meetings.

**SUPERVISORY RESPONSIBILITIES:**

Manage Subscriptions/Guest Services Manager(s) as well as two FT Lead Guest Services Associates and PT Guest Services Associates.

Oversee recruitment and training of full and part-time Box Office associates, including training in best practices in customer service and CRM optimization.

Manages hiring, training, discipline, termination (as needed), and ongoing cross-training with departments as needed.

Motivating and coaching employees to improve performance, provide feedback, and training opportunities.

Organizes and oversees the schedules and work of departmental staff.

Conducts or assists with performance evaluations that are timely and constructive.

Ensuring staff members follow company policies and procedures.

Oversee all accounting and financial operations of box office including development of annual department budget, payroll, deposits, record keeping, invoicing, and reporting functions.

Leads and plans a regularly scheduled Guest Services meeting with BO and FOH management.

In addition to the duties listed above, the Alley Theatre expects the following of each employee: adheres to theatre's policies and procedures; works in a safe manner; performs duties as workload necessitates; maintains a positive and respectful attitude; communicates regularly with supervisor about department issues; demonstrates efficient time management and prioritizes workload; demonstrates regular and consistent attendance and punctuality; meets department productivity standards; participates in Alley Theatre events as needed or required; and completes other duties as assigned.

Bachelor's degree or equivalent combination of education and experience.

5-7 years of demonstrated leadership experience in ticket office management, preferably in performing arts environment.

High-level experience with the Tessitura database or working knowledge of relational database applications.

Experience with selling individual tickets, fixed seat subscriptions, partial subscription packages, flexible passes, memberships, and/or other subscription models.

Ability to work in a fast-paced, energized and quickly changing environment.

A proactive approach to problem-solving with strong decision-making skills.

Detail oriented, able to prioritize efficiently and multi-task

Ability to be self-directed and take initiative

Ability to maintain confidential information

Excellent verbal and written communications skills.

Exhibits a positive attitude with good communication and interpersonal skills.

Ability to lead and manage a team of ticket office professionals to insure both short and long term goals and objectives are met.

Understanding of historical and institutional racism in the American theatre, or a commitment to learning, and to be a part of Alley Theatres efforts to be an anti-racist organization

**REQUIREMENTS (SKILLS AND KNOWLEDGE):**

**PHYSICAL REQUIREMENTS/WORKING CONDITIONS:**

Prolonged periods of sitting at a desk and working on a computer.

Ability to lift and move 25 lbs.

Must be comfortable working in a fast-paced environment where directions and priorities can change rapidly.

The position requires flexibility to be available for weekend, holidays, and evening work hours as performance schedule and events dictate.

Ability to work in a multi-tasking and public environment with frequent interruptions.

Ability to be tactful under stress, use good judgment, and have the ability to work in teams

Typical hours are during the day, but the position requires the flexibility to be available for weekend, holidays and ev