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Manager, Box Office
Entertainment & Media Industry Company
Los Angeles, CA, United States
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Microsoft Theater formerly Nokia Theatre L. A. LIVE hosts over 120 music, family, dance and comedy acts, award shows, televised productions, conventions and product launches with over 500,000 people passing through the doors annually. The 7,100-seat theater offers guests mid-sized intimacy, with no seat further from the stage than 220 feet. Microsoft Theater offers 12,000 square feet of VIP & hospitality areas, 10 dressing rooms and state of the art technology making it is a favorite indoor venue for performers and fans alike. Since opening in October 2007 with six sold out shows featuring the Eagles and Dixie Chicks Microsoft Theater has hosted the likes of Alan Jackson, Katy Perry, Charlie Wilson, Juan Gabriel, Aretha Franklin, Ed Sheeran, John Fogerty, Gabriel Iglesias, Kanye West, Marc Anthony, Sesame Street Live, John Legend, The Avett Brothers, Neil Young, Steely Dan, Trey Songz, Kelly Clarkson, Rush, Yanni, Nicki Minaj, Juanes, Cat Stevens, The American Idol Finale shows, Michael Jackson’s This is It, The Hunger Games and Twilight Movie Premieres and many more. Microsoft Theater is home to the American Music Awards, ESPYs, Primetime Emmy Awards, BET Awards, People’s Choice Awards, Radio Disney Music Awards, 2010 & 2011 MTV Video Music Awards, 2014 & 2015 MTV Movie Awards and the 2013 Rock N’ Roll Hall of Fame.
Reporting to the Director of Box Office Operations, the Manager is responsible for ensuring that the box office runs efficiently through proper training, event management, leadership and for all aspects of the day-to-day operations of the department. The Manager must be able to assume all management responsibilities in the absence of the Director.
The manager will share the responsibility of maintaining strong working relationships between various promoters, artist representatives, venue management, and staff members. The manager assists in the overall administrative planning, direction and policy implementation within the department. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Essential Job Functions:
Responsible for all event creation and maintaining all ticket manifests
Configure all events on Outbox AXS in coordination with the promoter, venue management, and production managers while adhering to the requirements specified in event contracts and riders
Provide all pertinent details (scaling, holds, dates, etc) to Outbox AXS to facilitate event creation
Provide sample scalings, price maps, sold maps when necessary
Assists with reconciliation and settlement including preparation of pertinent reports and miscellaneous back-up for all events
Oversee the fulfillment of all ticket requests for artists, promoters, venue management, group orders, and all custom print jobs for private and award shows
Create and maintain positive working relationships and serve as a primary liaison with Outbox AXS, promoters, artist representatives, group sales, Premium Ticketing, staff members and other related departments
Create and continuously maintain event build checklist to ensure the process is consistent with Outbox AXS updates and best practices
Work with independent promoters for rental events throughout event process to ensure all needs are met and contractual obligations are mutually understood in regard to consignment tickets, comp tickets, and distribution of tickets to consumers. Maintain accurate records of consignment and comp ticket requests for settlement
Maintain event files on each event that consist of contracts/confirmations, production kills, seat holds, maps and all pertinent info necessary to build, manage and settle the event
Generate/prepare/distribute various event financial statements, sales reports, analysis of ticket sales and revenue to the appropriate entities
Prepare Event Announcements, Manager AXS Portal, Upload Luxury Suite Barcodes
Coordinate with promoters to deliver detailed reports and analysis on ticket sales and revenue
Assess Box Office resource needs: personnel, equipment and operational issues
Attend production meetings and initial meetings with Rental clients
Serve as one of the initial contacts for resolving customer issues at the window and over the phone ensuring the customer service standards of Microsoft Theater are met
Supportive Job Functions:
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.
Operations
Ensure the department operates within budget limitations
Facilitate in the processing and fulfillment of in-house ticket requests
Assist with the creation and implementation of all ticketing policies and procedures
Assist the Director of Box Office Operations with additional tasks as needed
Staffing/Training
Supervise PT sellers, attendance, performance and training needs
Assist with ticket sales/will call, reconcile ticket sellers and provide change when needed
Support staff in resolving customer issues and interfacing with other departments
Enforce policies and procedures to encourage consistency on job performance of ticketing staff
Assists in recruitment, hiring, training and scheduling of ticket sellers
Financials
Oversee daily reconciliation, deposits and proper cash handling procedures
Follow-up/research accounts with invalid payments (bounced checks, declined credit cards, chargebacks)
Able to reconcile large volume of cash and credit card transactions
Job Knowledge, Skill and Ability
Ability to prioritize workload and solve problems quickly and react to difficult situations appropriately
Ability to read, listen and communicate effectively in English, both verbally and in writing
Ability to write reports and business correspondence
Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to analyze problems involving many variables
Excellent people skills, with an ability to interact effectively and in a professional, diplomatic and mature manner not only with clients and guests, but with co-workers within the organization
Highly organized with good coordinating and project/time management skills
Ability to meet tight deadlines and work effectively in a high-pressure environment
Ability to work extended and/or irregular hours including nights, weekends, and holidays, as needed
Ability to comprehend complex situations and identify successful resolutions
Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public
Ability to access and accurately input information using a moderately complex computer system.
Must be detailed oriented and have effective multitasking skills
Have strong analytical, problem solving, and resolution skills
Strong ability to adapt to change, work effectively under pressure and produce accurate results in a fast paced environment
Job duties, essential and marginal functions are not limited to job title or description. Duties and responsibilities can be changed, expanded, reduced, or deleted to meet the business needs of Microsoft Theater.