Overview

Position Purpose and Objectives

Drury Lane Theatre & Events seeks a Box Office Manager responsible for the overall day-to-day operation of the Box Office including, but not limited to, providing superior customer service to all patrons; addressing questions and complaints with a positive attitude; training all Box Office staff in accordance with Drury Lane practices and procedures; overseeing subscription renewal processing, sales reporting and tracking, programming all performances and corresponding dining packages in Ticketmaster and Archtics; remaining educated and up to date on new Ticketmaster innovations and updates; and scheduling and managing staff while ensuring a positive, welcoming, and hospitable environment for all Drury Lane patrons and staff alike. Under direct supervision of the General Manager, the Box Office Manager leads by example at all times and provides the highest level of customer service to all guests, vendors, and patrons.

 

Essential Job Functions

  • Manage approximately 10 Box Office Associates (full-time and part-time), including but not limited to, hiring, training, scheduling, providing performance evaluations, and offering professional development opportunities
  • Provide all Drury Lane patrons with superior customer service
  • Foster and maintain a positive work environment within the Box Office and strong working relationships between the Box Office and all other departments within Drury Lane
  • Oversee the subscription renewal process and maintain an exemplary subscriber renewal rate
  • Program all performances, subscription series, and special offers and promotions into Ticketmaster and Archtics
  • Maintain a high level of competency on Ticketmaster and Archtics, including new innovations and system updates
  • Compile, analyze, and present sales reporting, using Ticketmaster and Archtics, to the Executive team on a daily basis
  • Reconcile any discrepancies between Ticketmaster reports and Accounts Receivables department, including shortages or overages
  • Develop and maintain documentation and training material on Box Office policies and procedures

General Job Functions

  • Ability to work strategically and collaboratively across departments
  • Demonstrate excellent customer service skills
  • Ability to handle and respond promptly to customer inquiries and requests
  • Problem solve and react to change productively and professionally
  • Flexible work hours to include weekend and holidays in order to meet the demands of a 24-hour operation
  • Professionally represent Drury Lane at all times

 

Qualifications

  • Bachelor’s Degree – entertainment, hospitality, or business administration preferred
  • At least five years of management experience
  • A minimum of two years of current experience in Box Office sales
  • Knowledge in Ticketmaster and Archtics required
  • Proficient in all Gmail and Microsoft Office programs
  • Knowledge in Constant Contact preferred
  • Knowledge of live events—knowledge of live theatre preferred
  • Must have reliable transportation to and from Oakbrook Terrace, where public transportation is extremely limited
  • Box Office Associates must be able to sit and stand for extended periods of time, walk, and speak and listen in-person and via telephone
  • Multilingual candidates encouraged to apply
Instructions to Apply:

Please email your cover letter, résumé, and three references to Careers@DruryLane.com. Hiring is conditional on an approved background check.

To apply for this job email your details to Careers@DruryLane.com

Pay Range: Negotiable