• Job Description

  Req#: BOXOF001464

  Box Office Manager

  Reports to: Director of Audience Services
  

  Compensation: $50,000-58,000 annually plus benefits

  THE ORGANIZATION

  The Guthrie Theater engages exceptional theater artists in the exploration of both classic and contemporary plays connecting the community we serve to one another and to the world. Through its extraordinary artists, staff and facility, the Guthrie is committed to the people of Minnesota, and from its place, rooted deeply in the Twin Cities, influences the field as a leading 21st century arts organization.

  Every year more than 500 people, both on stage and off, help ensure our success in creating and supporting the highest level of theater. As an organization, we are committed to our values of Artistic Excellence; Community; Diversity, Equity, Inclusion, and Accessibility; and Fiscal Responsibility.

  LAND ACKNOWLEDGMENT

  The Guthrie Theater would like to acknowledge that we gather on the traditional land of the Dakota People and honor with gratitude the land itself and the people who have stewarded it throughout the generations, including the Ojibwe and other Indigenous nations.

  THE POSITION

  The Box Office Manager is responsible for creating and maintaining a positive first point of contact for Guthrie audiences and ensuring the delivery of excellent customer service and the smooth running of all Box Office operations. The position manages the day-to-day operations of the Box Office, implementing and updating as needed all Box Office policies and procedures necessary to manage over $10M in annual ticket sales. Reporting to the Director of Audience Services, the Box Office Manager works in collaboration with the Audience Services Coordinator, House Manager, Season Ticket and Groups Sales Manager, Tessitura Specialist, Development Staff and with various organizational departments. All employees are expected to center, model and champion the Guthrie’s core values of Artistic Excellence; Community; Diversity, Equity, Inclusion, and Accessibility; and Fiscal Responsibility.

  This position is full-time, exempt and benefits eligible. Compensation for this position is $50,000-58,000 annually plus benefits. The typical schedule for this role will be Tuesday– Saturday and will work primarily daytime hours but must have flexibility to cover evening and Sunday shifts as needed.

  The Guthrie is an Equal Opportunity Employer. We are committed to building an equitable environment that finds strength in diversity of identity, experience and perspective. We are dedicated to hiring and developing talented teams which are inclusive and welcoming to individuals with different backgrounds, thoughts, and abilities. Applicants from populations underrepresented in the theater field are strongly encouraged to apply.

  PRIMARY DUTIES AND RESPONSIBILITIES

  1. Operations Management

  • Provide day-to-day oversight and management of ticketing systems, processes, and resources as well as customer service operations, with regular reporting to the department director.
  • Collaborate with department director on ticketed event set-up and administration.
  • Work collaboratively with the Marketing Department in proofing electronic and print materials for theater productions and events related to ticketing.
  • Build ticketing events, show promotion codes, and other specials needed within the ticketing system in partnership with the Tessitura Specialist.
  • Collaborate with Guest Services in coordinating a smooth transition from daytime staff to show staff.
  • Manage Box Office online resources, ensuring accurate updated information.
  • Assist in management of online phone system for Box Office call center.
  • Communicate relevant organizational information to Box Office staff.
  • Document processes and systems. Ensures current documentation is updated and organized.
  • Work with the Accessibility Coordinator to ensure Box Office supports the theater’s access programs.
  • Coordinate IT requests in trouble shooting phone, computer and payment and report distributions.
  • Lead, plan, and present at departmental and organizational front-facing trainings and meetings, in collaboration with the Audience Services Coordinator, Guest Services Department and other front-facing teams.
  • Work in collaboration with the House Manager and Stage Manager to ensure smooth show operations.
  • Responsible for single ticket on-sales preparation within the ticketing system.
  • Participate in Box Office show supervisor rotation.
  • Ensure proper call center staffing based on events and show calendar.
  • Delegate projects to Box Office managers, supervisors, and staff.
  • Track product online and physical inventory. Coordinate ordering with the Marketing Department.
  • Participate in organizational meetings and committees/task forces as needed.
  • Complete other duties as assigned.

  2. Stakeholder Management

  • Liaise with various departments to ensure smooth ticket operations procedures across the organization.
  • Serve as the point person for VIP and Opening Night ticket requests.
  • Manage multiple Box Office email and phone lines and coordinate staff coverage in collaboration with department director and department coordinator.
  • Provide exceptional customer service to patrons of the Box Office. Take every possible step to ensure that customers have a welcoming and positive experience, even in difficult situations. Handle issues in an equitable, professional, and courteous manner.
  • Take an active and positive role in setting and maintaining high levels of customer service. Model a polite and professional demeanor when interacting with customers and colleagues.
  • Share themes and feedback from audience members/patrons with the Audience Services Director.
  • Support season tickets sales, group sales, and tours, working collaboratively with the Season Ticket and Groups Sales manager and Tessitura Specialist.
  • In partnership with the Audience Service Coordinator, coordinate Box Office employees’ participation in Guthrie meetings, trainings, orientations and all departmental-required trainings.

  3. Financial Management

  • Ensure that cash is properly handled and that reconciliations are conducted accurately and timely.
  • Assure the proper accounting of all money and tickets for events serviced by the building.
  • Ensure staff follow security and credit card standards when processing credit card sales.
  • Approve refund requests, checking for accuracy in forms and Tessitura transactions.
  • Work in partnership and assist the department director in establishing financial policies and procedures; answer inquiries or provide assistance when needed.

  4. Talent Management

  • Lead, manage, supervise, and motivate the Box Office staff.
  • Complete monthly check-ins with all direct reports, utilizing the organizational monthly check-in forms. Shares feedback with department director.
  • Work in partnership with Human Resources and the Audience Services Coordinator on hiring, onboarding, staff training, and meeting scheduling.
  • Coach and develop staff members by monitoring employee productivity and providing constructive feedback; facilitating conflict resolution among employees; ensuring adherence to legal and organizational policies and procedures and undertaking disciplinary actions if the need arises; and completing annual performance evaluations.
  • Maintain and approve direct reports’ timesheets, Paid Time Off requests, and other personnel records.
  • Lead Box Office Specialist training covering all policies, procedures, software, and systems for new employees.
  • Ensure current staff are consistently accurate in sales and information sharing and stay updated on any changes.

  5. Strategy Management

  • Audit current processes and practices to identify areas for improvement and ensure documentation is updated as needed.
  • Foster a work environment incorporating the Guthrie values of Artistic Excellence; Community; Diversity, Equity, Inclusion and Accessibility; and Fiscal Responsibility.
  • Ensure the Guthrie’s Equity, Diversity, Inclusion and Accessibility efforts are incorporated into the Box Office day-to-day operations.
  • Implement the Guthrie’s mission, vision, core values and initiatives in Box Office practices.

  ESSENTIAL KNOWLEDGE AND QUALIFICATIONS

  • Demonstrated experience in a box office with a computerized ticketing system required. Experience in performing arts/entertainment preferred. Tessitura and Flex 2 experience is preferred.
  • Demonstrated experience leading and managing, supervising, training, and motivating a team required.
  • Experience working with different types of audiences; season ticket experience a plus.
  • Working knowledge of non-profit or performing arts organizations and their various constituent relationships, interactions and transactions preferred.
  • Demonstrated experience with online phone systems preferred.
  • Exceptional customer service skills: Can resolve issues efficiently and effectively for internal and external customers, frequently in a time-sensitive environment.
  • Excellent interpersonal and communication skills, including in person, over the phone, and via email.
  • Excellent organizational skills and demonstrated success working in a collaborative environment and prioritizing and managing multiple, ongoing projects.
  • Strong analytical and problem-solving skills with a flexible mindset and attention to detail.
  • Remains calm in demanding situations and can foster a positive environment during demanding and high-volume workloads.
  • and can work in a busy and fast-paced environment with time-sensitive deadlines and priorities.
  • Collaborates effectively to achieve common goals, is a strong team player, and contributes positive energy, creativity, and enthusiasm.
  • Demonstrates self-initiative and seeks innovative solutions to improve systems, processes, and future planning.
  • Must be willing to work a typical schedule of daytime hours Tuesdays through Saturdays. Must have flexibility to cover evening and Sunday shifts as needed, reflective of the dynamic schedule of the theater.
  • Experience with and commitment to working with individuals and teams that exemplify diversity of identity, experience, and perspective, including but not limited to race, color, gender, gender identity, gender expression, age, family and/or marital status, creed, religion, ancestry, disability, national origin, sexual orientation or sexual identity, veteran status, genetic information, pregnancy, body size/type, status with regard to public assistance or any other basis protected by federal, state or local law.

  Applicants must submit a resume to be considered for the position.

  THE LOCATION

  The Guthrie Theater is located in the historic Mill District along the Mississippi River in Minneapolis, Minnesota. As the largest city in the state, Minneapolis offers a large variety of parks, lakes, great food, festivals, malls and more.

  WHY SHOULD I APPLY?

  Be a part of a leading non-profit organization that is committed to serving not only the local Twin Cities community but the industry as a whole. In addition to a competitive salary, the Guthrie offers top-notch employee benefits and staff perks.

  Competitive Benefits Health insurance Dental insurance Vision insurance Health Savings Accounts (HSA) Employer contributions to HSA Flexible Spending Accounts (FSA) Dependent Care FSA Group Life Insurance Voluntary Life Insurance Long Term Disability Short Term Disability Employee Assistance Program 403(b) Retirement Plan (with employer match up to 4.5% after one year of service) Transportation Subsidized passes for Metro Transit buses and trains Discounted pre-tax monthly ramp parking Discounted bike locker rental

  Paid Time Off Generous Paid Time Off (PTO) Volunteer Time Off (VTO) Complimentary Tickets To Guthrie productions Discounted Tickets To all shows produced by the Guthrie To some performances hosted by the Guthrie Classes and Camps Discounts to Guthrie classes and camps

  Other Perks and Resources Guthrie Store discount Employee Affinity Groups Discounts at on-site restaurants and café Discounts at other local businesses

  A NOTE FROM HUMAN RESOURCES

  Applicants must submit a resume to be considered for the position.

  Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

  The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

• About the company

  Welcome to the Guthrie Theater located at 818 South 2nd Street in Minneapolis, Minnesota. See what's playing, buy tickets, become a subscriber or make a donation today.

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