POSITION SUMMARY

Reporting directly to Box Office (Manager), this role is responsible for supervising ticket agents and sales, for supporting the Manager prior to and during events, specifically with regard to tickets, ticket administration, and audience management and for providing excellent customer service for events. Able to work independently, and with direction, as well as within a team environment. Must be able to work flexible hours, including weeknights, weekends, and holidays.

EDUCATION AND QUALIFICATION REQUIREMENTS:

• Ability to take CPR and First Aid training if not currently certified.
• Understand and adhere to established policies and procedures, including emergency procedures. (Familiarization with the location of exits and use of emergency equipment.)
• Assist Front of House/Duty Manager with procedures for injuries, illness, etc.
• Assist patrons with disability-related issues.
• Ability to provide accurate knowledge to patrons regarding venue logistics (i.e. location of the ticket office, restrooms, phones, concessions, coat check, etc.), information about the event, general building details related to operations of Casino, Hotel and Food & Beverage areas
• Ability to read event tickets (visual acuity corrected to read as small as 11-font print) in dim lighting with the use of a provided flashlight.
• Ability to stand for long periods, sometimes throughout an entire event.
• Adhere to established dress code.
• Attend required training and meetings.
• Ability to lift 20 kilograms.
• Demonstrate good judgment and makes sound decisions
• Shows commitment to personal growth, development, and leadership opportunities
• Proven written and verbal communication skills with the ability to communicate wellBilingual (English/French) is an asset but not required

• Accurately supervise ticketing staff, reconcile, and oversee ticket sales, administration, and assist in the management of attendance for current and future events; balance sales and cash float and submit cash to Manager, for audit.
• Manage will call for events and maintain and report accurate count on sold and scanned tickets.
• Supervise staff breaks, and distribution of resources where required to maintain a safe and welcoming environment for staff and those in attendance
• Respond to customer inquiries and complaints; escalate issues as required
• Using the Ticketmaster host system and TM1, troubleshoot customer problems and issues as they arise, supporting ticket agents and the Manager, to ensure the best possible outcome in all situations
• Perform all duties in accordance with the guidelines, practices, rules, policies and procedures established by GCE, GCCT and Ticketmaster
• Liaise with the Manager, FOH Supervisor, Management and Ticketmaster to effectively address logistical and technical issues as they arise, adjust and adapt to facilitate the orderly and effective operation of the Arena throughout events
• Demonstrate excellent customer service skills; responding professionally, promptly, and efficiently to customer’s service requests and needs.
• File various records and reports. Perform related administrative clerical work as assigned.
• Proven computer skills, input data, process and record sales transactions.
• Proven written and verbal communication skills with the ability to communicate well.
• Demonstrate good judgment and make sound decisionsAssist in other duties as assigned by the Manager.