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Performance Manager
Historic Theatre Group
Minneapolis, MN
Uh oh, this posting was removed on 10/16/2023 1:06:00 PM PST
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Summary
The Performance Manager manages all ticketing aspects of State, Orpheum, and Pantages Theatre shows from confirmation to settlement, with a client and customer service focus. Provides team-oriented leadership to Box Office Associates. Resolves all customer, client, staff and technical challenges as part of the box office leadership team.
Duties and Responsibilities
Oversees all ticketing aspects of shows including: event creation and maintenance; manages inventory; makes appropriate recommendations to clients regarding pricing, scaling, sales strategies, discounting and marketing
Communicates all important show information effectively and completely; clearly disseminates all appropriate information to staff, coworkers, clients and the public;
Manages performances day of show as main box office ticketing contact before, during and after performances. Responsible for setting up, running, and settling all ticketing aspects of performance; prepares and presents accurate reports and statements for night of show settlement;
Efficiently resolves all ticketing issues, and assists in resolving any in-house problems that develop during performances. Resolves all problems courteously, with an emphasis on customer safety, comfort, and happiness;
Leads box office staff; empowers them to provide knowledgeable, efficient, and welcoming customer service; supports and trains staff in maintaining high levels of service;
Hires, supervises, disciplines and trains full and part-time Box Office Associates as part of box office management team; ensures proper orientation to HTG policies and standards and box office procedures;
Maintains and updates written procedures and training materials; keeps comprehensive records of policy and procedures;
Provides reviews and feedback to employees; quickly addresses employee complaints; disciplines employees in accordance with HTG's policies and procedures as needed; updates employee files in writing on all relevant incidents and processes all human resource issues in accordance with HTG policies;
Maintains box office archives including event records, sales statistics, box office deposit and journal activity archives;
Performs other duties as assigned.
Supervisory Responsibilities
The Performance Manager directly supervises approximately 20 part-time employee(s) as part of the management team. The Performance Manager carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include but are not limited to:
Interviewing, hiring, and training employees
Planning, assigning, and directing work
Managing performance
Providing recognition and feedback to employees
Addressing complaints and resolving concerns
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
Cooperation
Establishes and maintains effective relationships
Active listener
Offers assistance and support to co-workers
Works cooperatively in group situations
Adaptability
Able to work around unexpected changes of circumstance or workload
Modifies a planned course of action based on new circumstances
Changes communication style to achieve the best results
Functional Competencies
Looks for ways to improve and promote quality
Demonstrates accuracy and thoroughness
Able to effectively train and coach employees on ticketing and customer service
Able to analyze and translate box office reports to accurate presentations to clients and coworkers
Team Orientation
Fosters team cooperation
Understands team roles and responsibilities
Supports group problem solving
Qualifications aka KSAOs
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily, the requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Keyboarding proficiency with 10-key preferred
Overall computer literacy
Proficiency with Microsoft Office suite, particularly Excel
Basic mathematical competency and cash counting
Able to analyze and translate box office reports to accurate presentations to clients and coworkers
Education and/or Experience
4 year college degree OR equivalent combination of education and experience required.
Previous management or supervisory experience required.
Proven strong customer service experience required.
Previous experience handling cash required.
Box Office/Ticketing experience required.
Knowledge of Ticketmaster Host and Archtics software preferred.
Bilingual in English/Spanish is a plus.
Communication Skills
Ability to read, analyze, and interpret ticketing reports, event build sheets and other technical documents in a variety of formats
Ability to respond to common inquiries or complaints from customers, partners, or members of the industry
Ability to write client emails and event reports that conform to prescribed style and format
Ability to effectively present information to staff, clients, coworkers and the general public
Critical Thinking
Ability to prioritize multiple tasks based on time sensitivity and importance
Ability to discern best courses of action to resolve ticketing issues taking into account customer service, theatre policies and procedures, and financial responsibility to clients and the company
Ability to discern best courses of action to resolve employee issues to empower and support staff
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to:
Sit for long periods
Stand, walk, reach overhead and crouch
Lift and carry objects up to 25 lbs
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally exposed to:
Working in close quarters with other employees
Working alone
Loud noise (as from a crowd of people)
Flexible schedule with daytime, evening, weekend, and holidays required
Don't worry we have a lot of jobs on the site like this one;
Browse all jobs
Browse the Marketing Category
Browse the Theater/Live Events Category
Search for Performance Manager jobs in Minneapolis-MN
Summary
The Performance Manager manages all ticketing aspects of State, Orpheum, and Pantages Theatre shows from confirmation to settlement, with a client and customer service focus. Provides team-oriented leadership to Box Office Associates. Resolves all customer, client, staff and technical challenges as part of the box office leadership team.
Duties and Responsibilities
Oversees all ticketing aspects of shows including: event creation and maintenance; manages inventory; makes appropriate recommendations to clients regarding pricing, scaling, sales strategies, discounting and marketing
Communicates all important show information effectively and completely; clearly disseminates all appropriate information to staff, coworkers, clients and the public;
Manages performances day of show as main box office ticketing contact before, during and after performances. Responsible for setting up, running, and settling all ticketing aspects of performance; prepares and presents accurate reports and statements for night of show settlement;
Efficiently resolves all ticketing issues, and assists in resolving any in-house problems that develop during performances. Resolves all problems courteously, with an emphasis on customer safety, comfort, and happiness;
Leads box office staff; empowers them to provide knowledgeable, efficient, and welcoming customer service; supports and trains staff in maintaining high levels of service;
Hires, supervises, disciplines and trains full and part-time Box Office Associates as part of box office management team; ensures proper orientation to HTG policies and standards and box office procedures;
Maintains and updates written procedures and training materials; keeps comprehensive records of policy and procedures;
Provides reviews and feedback to employees; quickly addresses employee complaints; disciplines employees in accordance with HTG's policies and procedures as needed; updates employee files in writing on all relevant incidents and processes all human resource issues in accordance with HTG policies;
Maintains box office archives including event records, sales statistics, box office deposit and journal activity archives;
Performs other duties as assigned.
Supervisory Responsibilities
The Performance Manager directly supervises approximately 20 part-time employee(s) as part of the management team. The Performance Manager carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include but are not limited to:
Interviewing, hiring, and training employees
Planning, assigning, and directing work
Managing performance
Providing recognition and feedback to employees
Addressing complaints and resolving concerns
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
Cooperation
Establishes and maintains effective relationships
Active listener
Offers assistance and support to co-workers
Works cooperatively in group situations
Adaptability
Able to work around unexpected changes of circumstance or workload
Modifies a planned course of action based on new circumstances
Changes communication style to achieve the best results
Functional Competencies
Looks for ways to improve and promote quality
Demonstrates accuracy and thoroughness
Able to effectively train and coach employees on ticketing and customer service
Able to analyze and translate box office reports to accurate presentations to clients and coworkers
Team Orientation
Fosters team cooperation
Understands team roles and responsibilities
Supports group problem solving
Qualifications aka KSAOs
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily, the requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Keyboarding proficiency with 10-key preferred
Overall computer literacy
Proficiency with Microsoft Office suite, particularly Excel
Basic mathematical competency and cash counting
Able to analyze and translate box office reports to accurate presentations to clients and coworkers
Education and/or Experience
4 year college degree OR equivalent combination of education and experience required.
Previous management or supervisory experience required.
Proven strong customer service experience required.
Previous experience handling cash required.
Box Office/Ticketing experience required.
Knowledge of Ticketmaster Host and Archtics software preferred.
Bilingual in English/Spanish is a plus.
Communication Skills
Ability to read, analyze, and interpret ticketing reports, event build sheets and other technical documents in a variety of formats
Ability to respond to common inquiries or complaints from customers, partners, or members of the industry
Ability to write client emails and event reports that conform to prescribed style and format
Ability to effectively present information to staff, clients, coworkers and the general public
Critical Thinking
Ability to prioritize multiple tasks based on time sensitivity and importance
Ability to discern best courses of action to resolve ticketing issues taking into account customer service, theatre policies and procedures, and financial responsibility to clients and the company
Ability to discern best courses of action to resolve employee issues to empower and support staff
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to:
Sit for long periods
Stand, walk, reach overhead and crouch
Lift and carry objects up to 25 lbs
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally exposed to:
Working in close quarters with other employees
Working alone
Loud noise (as from a crowd of people)
Flexible schedule with daytime, evening, weekend, and holidays required
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