Group Services Associate

Commission Structure-tied to sales and booking goals in addition to salary

Position Reports To: Group Services Director

Position Purpose and Objectives

Under direct supervision of the Box Office Manager, the Group Services Associate is responsible for booking and selling group tickets to performances, booking dining experiences for these groups, executing excellent customer service and establishing strong relationships with the Drury Lane Theatre group clients. Duties include, but are not limited to, communicating by phone, email and mail directly with group leaders, executing client contracts; interacting with group clients to craft a superior experience, pre, during and post visit; collaborating with Martinique Drury Lane to assure the food and beverage experience is as contracted and executed properly.

Essential Job Functions

Selling group tickets and experiences to Drury Lane Theatre, Lucille and The Lounge through phone calls, emails and direct mailings to new and existing group leaders to reach established sales goals.
Guiding group sales booked from initial reservations through completed experience using excellent communication, customer service and problem solving skills.
Creating new group sales opportunities through research of the group sales market to increase the group sales base.
Establishing and maintaining trust and rapport with clients through appropriate coordination of new and existing accounts to ensure repeat business.
Serving as a point-of-contact for existing customers, coordinate with internal and/or external constituencies to obtain price estimates, generate contracts, book reservations, resolve complaints, or perform other similar duties.
Ensuring customer satisfaction by analyzing complaints, concerns, and suggestions and executing outstanding customer service with every interaction.
Compiling and submitting daily and weekly reports regarding booking and sales activities and monitoring personal progress toward established sales goals.
Utilizing internal databases to track customers, fulfill group orders, manage seat allocations, generate invoices, and/or input other relevant data.
Performing other duties as assigned.
General Job Functions

Excellent interpersonal skills, including strong customer service orientation.
Ability to work under pressure and meet deadlines.
Ability to use independent judgment to analyze and resolve problems.
Good time management and organizational skills.
Ability to resolve customer complaints and concerns.
Professionally represent Drury Lane Productions at all times.
Experience and Knowledge Required

High school diploma or equivalent required
Must be outgoing and comfortable with operating in a sales oriented environment
Previous administrative, customer service and/or retail experience-minimum of 2 years
Proficient in all Microsoft Suites and Google Suites required
Working Conditions and Physical Effort

Ability to stand or walk for 2-4 hours.
Work is normally performed in a typical interior/office work environment.
Must be available to work nights, weekends and holidays.
Must have reliable transportation