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Job Description / Duties

JOB SUMMARY
The Manager, Ticketing and Front of House provides leadership, strategic vision and management for the successful patron experience of events taking place at the Chan Centre, Telus Theatre, Royal Bank Cinema, Roy Barnett Recital Hall and the Old Auditorium. Leading a team of both full time and part time staff in front of house, customer service and ticketing, this position ensures University protocols and standards are met while providing exemplary service to clients and patrons from the planning and ticketing stages through to event completion. Oversees the ongoing development of superior customer service with a focus on the patron experience at every touch point—from the ticket purchase experience (online, by phone or in person) through to their arrival, experience at the venue, and departure. During the performing art season, workload is fast-paced and often heavy with frequent deadlines, and some evening and weekend work is required.

ORGANIZATIONAL STATUS
Reports directly to the Manager, Marketing, Communications and Customer Service. Supervises Ticket Office Supervisor and Events & Front of House Coordinator and work learn student(s). Works closely with all units within the Chan Centre and the School of Music.

WORK PERFORMED
• Develops and executes strategies for the successful patron experience for various events at multiple venues.
• Oversees the planning and management of all aspects of patron experience for a number of complex simultaneous events. Works closely with clients to ensure all event needs and requirements are met.
• Develops, implements, and oversees all policies and procedures for the successful operation of Ticketing and Front of House departments
• Manages all aspects of ticket services and oversees all ticket operations including the daily functions of the venue ticket offices.
• Leads the business analysis, selection, contract negotiation and purchase of systems and applications for ticketing and access control systems.
• Advises staff, as well as internal and external clients, on all matters related to patron experience. Meets with clients to assess their specific event requirements and determines appropriate resources and staffing levels.
• Manages and oversees clients' ticketing requirements including pricing and scaling of the house, event settlements, setting up of new seasons/events in the system, setting up seat maps, sales procedures, handling consignments, assigning event tasks and generating ticketing and financial reports.
• Oversees ticketing and front of house staff schedule taking into consideration seniority and time off requests to ensure that all events are adequately staffed to meet operational needs.
• On event day, is onsite customer service manager and is responsible for overseeing the overall patron experience. This includes overseeing staff and staffing levels, safety and security concerns, liaising with backstage, problem solving ticketing, seating, food and beverage issues and any escalated complex audience concerns.
• Resolves complex customer service concerns and complaints.
• Develops and monitors budgets, cost estimates and financial forecasts for events including all support elements.
• Prepares detailed ticket sales reports and updates ticket pricing and scaling to meet budget targets
• Establishes and implements policies and ensures compliance for all cash and digital payment options.
• Works closely with the finance team on all financial matters, including event settlements, and ensures fiscal accountability.
• Adheres to UBC privacy regulations and ensures compliance with all additional privacy requirements.
• Maintains compliance of electronic record keeping related to patron data and manages ticket database.
• Responsible for the ongoing development of catering and food and beverage operations. Ensures that UBC policies such as those concerning serving of food and alcohol are adhered to.
• Responsible for the recruitment, training, and performance management the Front of House and ticketing departments. Creates and fosters a work environment which motivates staff to excel.
• Responsible for responding to crisis management situations.
• Other duties as assigned.

Qualifications / Required Skills

• Two year diploma in Hotel Management, Hospitality, Tourism, or Event Management. Minimum of four years of related experience or the equivalent combination of both.
• Undergraduate degree in related field of study an asset.
• Community college certificate in event management an asset.
• Knowledge of university policies and protocol.
• Knowledge of hospitality industry an asset.
• Ticketing management experience with financial accountability preferred.
• Experience in arts environment and in dealing with financial aspects of the performing arts including event settlements, forecasting and budgeting required.
• Familiarity and experience with collective agreements and working in a unionized and university environment preferred.
• Experience in the planning and implementation of events, with experience in budget development and control.
• Experience in working with fundraising organizations an asset.
• Excellent interpersonal skills.
• Good verbal and written communication skills.
• Ability to effectively manage time and to work well under pressure.
• Excellent attention to detail.
• Excellent organizational skills.
• Ability to use tact and discretion at all times.
• Ability to exercise discretion on clients behalf when dealing with the public.
• Must possess creativity and initiative.
• Ability to exercise confidentiality, discretion and judgement.
• Effective crisis management skills.
• Ability make quick decisions, prioritize workload, balance multiple projects at the same time and manage time effectively.
• Flexibility to work outside of regular working hours. ability to react, decide and improvise under pressure.
• First aid training is an asset.

Additional Information

CONSEQUENCE OF ERROR
Recommendations and decisions strongly impact on the reputation of the University. Consequence of errors could cause significant loss of revenue and deterioration of the public perception of UBC. Poor performance would harm relationships with clients, the public and other stakeholders.
The position represents the best interests of the Chan Centre and the University and ensures customer satisfaction and safety. Excessive or inadequate scheduling could result in poor customer services, affecting the reputation of the Chan Centre and causing the loss of return clients and patrons, and could increase the cost of operation of the Chan Centre. Lack of safety of the clients and patrons could result in the legal liability of injury costing the Chan Centre and the University financial loss and deterioration of the public perception of the University.
SUPERVISION RECEIVED
Works under general direction of the Manager, Marketing, Communications and Customer Service. Work is reviewed for achievement of objectives, soundness of judgement, quality and effectiveness of results.
SUPERVISION GIVEN
Supervises Events & Front of House Coordinator, Ticket Office Supervisor and approximately 40 hourly part time Front of House Staff, 20 hourly part time Ticketing Staff and Work Learn students.

Salary: 5,906.25 - $8,508.42 CAD Monthly

Contact Information

https://ubc.wd10.myworkdayjobs.com/en-US/ubcstaffjobs/details/Manager--Ticketing-and-Front-of-House_JR7913

Employer Profile

The Chan is a department of the University of British Columbia, with three performance spaces: 1200 seat concert hall, 270 seat black box theatre, and 230 seat movie theatre. The Chan provides performance spaces to UBC School of Music, School of Opera, the Theatre Department, as well as other UBC users and groups, as well as acting as a road house for local arts groups and presenters, presenting international touring artists and local school groups, and everything in between.