***Le poste étant situé aux États-Unis, la description de poste est disponible uniquement en anglais.***
***As this position in based in the United States, the job description is available in English only.***
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Box Office Manager – 'Auana – Resident Shows
Sales, Marketing and Communications
Full-Time Position
We are seeking a dynamic Box Office Managerto lead the ticketingteam for ‘AUANA our new production in Honolulu, Hawai’i, part of the Resident Shows Division (“RSD”) with Cirque du Soleil Entertainment Group (“CDSEG”). The main objective of this role is to oversee and supervise the box office supervisor, ticketing agents and all functions and operations of the ‘AUANA Box Office. The Box Office Manager plays a key role in enhancing the overall experience for guests and maintaining the continued success of ‘AUANA’s performances and events. The ideal candidate will be a self-starter that is passionate about live entertainment and customer service leadership. You will have experience in ticketing and entertainment leadership and be able to lead and develop a dynamic team. You are outgoing, determined, and proactive with the ability to anticipate and act on the needs of the guests and your team.
The Box Office Manager will have the opportunity to:
- Oversee and supervise day-to-day operations of the ‘AUANA Box Office and night-of-show box office operations in partnership with show operations;
- Gain expert knowledge of Outbox (box office system)
- Process merchandise sales, ticket sales and VIP Experience upsells, ensuring prompt and courteous service to all guests;
- Ensure Ticket Agents are providing excellent customer service to guests across all communication channels and maintaining high standards of service;
- Equip ticketing staff with up-to-date information regarding show counts, event information, new promotions or partner processes, and any other necessary information for a shift;
- Enforce Box Office appearance policies based on provided Cirque du Soleil standards;
- Resolve any escalated guest issues within scope of authority and escalate as needed for further assistance;
- Provide general support to the Ticket Agents at the counter during high volume periods by assisting guests in a customer service capacity;
- Create, maintain and update Standard Operating Procedures for Box Office operations;
- Conduct and oversee training of box office staff. Develop and maintain training materials, providing motivation, coaching, and constructive feedback;
- Partner with Management and Human Resources as appropriate to address personnel matters including but not limited to progressive discipline, termination, and conflict resolution;
- Foster a positive work and collaborative working environment and nurture team member morale;
- Generate as needed reports for Front of House, Show Operations, Sales & Marketing;
- Work closely with Show Operations, Marketing, Sales, and other departments as needed on ticketing-related initiatives;
- Work closely with Sales Manager to facilitate group reservation inquiries and bookings;
- Serve as point of contact for third-party merchandise operations vendor;
- Manage and release inventory of ticket holds for Cirque, Outrigger, Artistic, and other allocated holds based on RSD Hold Release Guidelines;
- Manage and reprice unsold premium ticket categories;
- Keep record of Promotional Offers, Seating and Venue Information, Pricing, and Policies as provided by Internal Ticketing;
- Validate all pricing and promotions are properly configured in Outbox;
- Manage the inventory of tickets sold external to Cirque, ensuring that all unsold tickets are returned for sale in Outbox 24 hours before the performance;
- Provide reporting to non-Cirque groups including Outrigger stakeholders;
- Escalate any necessary customer feedback to Internal Ticketing Management;
- Complete daily Downtime Reporting to ensure ease of Customer Experience in the event of system outages;
- Lead Box Office team and maintain communication with on-site and RSD management in the event of an emergency or show cancellation;
- Assist in IT related troubleshooting and maintenance locally of the Box office systems when required;
- Complete other job-related duties as assigned;
What does it take for this role? The following hard skills are the basics of what’s needed to be successful in this position:
- At least one year of previous guest experience in a leadership role with a focus on box office, ticketing operations, or live entertainment;
- Previous knowledge of Outbox or another related ticketing system preferred;
- Ability to communicate clearly both speaking and in writing;
- Ability to work calmly under pressure in a fast-pace and often boisterous environment;
- A willingness and passion to be of service to guests;
- Confidence navigating and troubleshooting desktop and online applications;
- Acute attention towards cash-management and the protection of inventory;
- Approachable and adaptable to many personalities and cultures;
- Self-motivated, resourceful and quick-learning, with an openness to learning new roles;
- Availability to work varied shifts, including weekends and holidays;
- Ability to perform the essential functions of the job including, but not limited to: crouching, kneeling, standing, lifting, sometimes for extended amounts of time; lifting at least 50lbs unassisted, etc.; Full list of essential functions will be sent in the offer. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions;
- Fluent in English, both written and spoken;
- Verification of the right to work in the United States for Cirque du Soleil Entertainment Group, as demonstrated by completion of the Form I-9 upon hire and the submission of acceptable documentation (as noted on the Form I-9) verifying one’s identity and work authorization.
Compensation:
- The salary range for this position is $53,000-$58,000
- This range is location-specific and compensation in other geographies may vary. Actual compensation within the pay range will be decided upon elements related, but not limited to: skills, prior relevant experience, and specific work location.
Relocation:
** Please note: This position is required to be on-site in Hawai’i. There will be no relocation assistance provided for this position.**
As you can imagine, working with a circus can be quite different from other organizations, and at Cirque du Soleil Entertainment Group, we embrace these differences loudly with enthusiasm. We realize that one size fits none and invite you to come create your own specialized experience with us to see exactly what we’re talking about, firsthand.
Our emotion-provoking shows are just the tip of the iceberg: laced throughout our organization, you will find creative minds who are empowered to use their voices and be themselves, their truest selves. Diversity to us means various perspectives, fresh ideas and continuous improvement of the way we do things. We won’t pretend like we have every answer, that’s why we need you! The employees here are the center of what we do, the voices behind the final product and amazing performances on stage.
When you think of your ideal workplace, what comes to mind? For us, it looks (and really is) like this:
- Teamwork – we thrive with collaborative teams, regardless of titles or departments;
- Respect – when we ask someone to join our team, it’s because we trust and respect you;
- Integrity – whether you work behind-the-scenes or in the office, you’re being counted on. We are a team and integrity goes a long way here, and like we mentioned previously, trust is important;
- Authenticity – we want you to bring your full self to work, this is a place where you don’t need to fit into a box to belong; diverse perspectives foster even more creativity in the workplace. We embrace the human behind the employee number;
- Being heard – you have access to everyone in the organization, use your voice on development questions or suggestions on how to improve the experience. We value open and transparent communication, and we want you to be heard!
Come create with us and let us show you what a “circus family” feels like!
Cirque du Soleil Entertainment Group is an equal opportunity employer. We do not discriminate against applicants or employees because of their race, creed, color, age, religion, sex, disability, sexual orientation, marital status, military status, national origin or ancestry.
