Box Office and Services Manager

Ocean Reef Brand•Key Largo, FL

12d•Onsite

About The Position

The Box Office and Services Manager is responsible for overseeing all ticketing, theater dinner reservations, customer service, and event billing operations for the Ocean Reef Cultural Center. This position serves as the primary point of contact for ticket sales, seating assignments, exchanges, refunds, account adjustments, and inquiries related to Cultural Center events and programming. The Box Office and Services Manager works closely with the President, Event and Program Coordinator, Accounting Department, donors, members, guests, and other Club departments to ensure accurate ticketing, billing, and customer records while providing exceptional service. This position plays a critical role in supporting performances, lectures, films, theater dinners, and other Cultural Center programs. This position does not oversee event management but serves as the primary administrative and customer service resource for Cultural Center ticketing operations.

Requirements

Strong customer service and interpersonal communication skills.
Excellent organizational skills with strong attention to detail and accuracy.
Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
Proficiency in Microsoft Office Suite, including Word, Excel, Outlook, and related business software.
Ability to exercise sound judgment and maintain confidentiality when working with members, donors, and guests.
Strong problem-solving skills and ability to handle customer concerns in a professional manner.
Ability to work independently while contributing positively as a member of a collaborative team.
High School Diploma or equivalent required.
Minimum of three (3) years of experience in ticketing, customer service, hospitality, administrative support, or a related field required.
Valid Florida Driver License.
Any combination of the above education and experience sufficient to perform the essential duties for the position will be considered.

Nice To Haves

Working knowledge of ticketing, reservation, Customer Relationship Management (CRM), or point-of-sale systems preferred.
Bachelor's degree in Business Management, Hospitality, Communications, Arts Administration, or a related field preferred.
Experience with billing, reconciliation, refunds, or basic financial reporting preferred.

Responsibilities

Assists with processing ticket sales and reservations for performances, lectures, films, theater dinners, and special events.
Coordinates seating assignments and accommodate special seating requests.
Manages will-call lists and guest check-in procedures.
Processes ticket exchanges, cancellations, and refunds.
Generates ticket confirmations and reservation communications.
Maintains accurate ticketing and attendance records.
Prepares ticketing and attendance reports as requested.
Communicates dietary restrictions and special requests to Food and Beverage staff.
Manages reservations and seating assignments for Cultural Center theater dinners.
Coordinates table assignments and guest seating arrangements.
Communicates dietary restrictions and special requests to Food and Beverage staff.
Assists with maintaining accurate theater dinner reservation records.
Responds to members, donors, and guest's inquiries by phone, email, and in person.
Provides information regarding Cultural Center events, programs, tickets, and reservations.
Assists with resolving ticketing, seating, billing, and reservation-related issues.
Maintains a professional, courteous, and responsive level of service.
Processes member charges through Club billing systems.
Assists with reconciliation of ticket sales and event transactions.
Processes refunds, billing corrections, and account adjustments as necessary.
Prepares sales and transaction reports for review.
Coordinates with the Accounting Department regarding event billing and reconciliation.
Answers phones, emails, and visitor inquiries.
Maintains ticketing databases and customer records.
Assists with event registrations, surveys, mailings, and season subscription renewals.
Prepares correspondence, reports, and event materials as requested.
Maintains organized office records and filing systems.
Provides administrative support to the Cultural Center staff as needed.