Box Office Lead – BMG Orlando

Cirque du Soleil Entertainment Group•Orlando, FL

About The Position

Blue Man Group Orlando is looking for a full-time Box Office Lead for the new production at ICON Park in Orlando, FL. Your Role Reporting to the Box Office Manager as the Box Office Lead, you will join a team of highly collaborative and dynamic personalities to provide exceptional service and support to our global customers and colleagues. Ensuring precise implementation of Blue Man Groupâs code of conduct and guest experience standards. Essential Duties and Responsibilities This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time. The workplace environment can include the main theater, remote kiosks, and field/satellite locations when necessary. Guest Experience - Ability to work calmly under pressure while maintaining a professional appearance, being attentive and welcoming to special guests, guests with disabilities, groups, and sponsors; - Achieve maximum cleanliness and presentation of all Front of House (FOH) public areas and equipment; - Participate in FOH show call duties, be punctual, and be available to help in other FOH areas as needed; - Resolve guest complaints calmly and professionally and be knowledgeable about the show to share its story and uniqueness with guests. Administration and HR - Collaborate with the Box Office Manager and other department heads to train, schedule, supervise, and provide feedback to operational staff; - Manage local staff schedules, time sheets, and monitor service levels, addressing any issues or transgressions promptly; - Reconcile cash receipts, enter data, prepare deposits, and ensure accurate cash handling and control procedures, resolving discrepancies with team members; - Collaborate with IT to validate that all equipment and internet connections are fully functional and stable. Teamwork - Act as the main reference in the absence of the Box Office Manager, Support teammates, and learn all FOH positions including functioning as a ticketing agent when necessary; - Provide reports to IHQ teams and participate in implementing promotions and incentives across all FOH areas; - Create and manage daily/weekly cleaning and maintenance checklists, assign tasks, and validate completion; - Communicate with the Box Office Manager and other department heads to share best practices and carry out requested tasks. Pre-Show Preparations - Gain expert knowledge of Outbox Ticketing System and train staff to book tickets, offer recommendations, and handle customer issues; - Collect and share show schedules, production details, and ticketing prices with the team. Understand the ICON Park area, its procedures and support teams; - Work with the Box Office Manager and IHQ to validate pricing, promotions, and materials and maintain critical documents; - Review and manage ticket holds and allocations, ensure proper pricing and promotion configuration on Outbox Ticketing System. Show-Call Duties - Manage the âHold and releaseâ ticket inventory strategy, ensuring there is premium inventory availability and optimize ticket scaling and pricing; - Manage special packages such as VIP or Behind the Scenes tickets, releasing any unsold inventory to general sale; - Retrieve customer lists, ticketing manifests, and manage customer data; - Provide communication with the FOH and third-party teams, report customer feedback, and oversee emergency show cancellation procedures Marketing and PR Collaborations - Work with any marketing, PR, or admin teams to print and oversee the distribution of any complimentary tickets; - Along with the Box Office Manager, be a point of contact for any last-minute comp requests; - Manage any inventory of tickets sold external to BMG, ensuring that all unsold tickets are returned for sale in Outbox the day before the performance.

Requirements

Previous customer service, staff management, and cash handling experience in a ticketing, live entertainment, or similar work environment
College degree in Business Administration or equivalent relevant work experience
Knowledge of Outbox Ticketing System or other similar ticketing platform
Availability to work varied shifts, including weekends and holidays
Fluency in English (written and spoken); additional languages, particularly Spanish and Portuguese are an asset
Adhere to and promote all Occupational Safety and Health Administration (OSHA) regulations as they pertain to the safe operation of all elements related to the show; participate in all required health and safety classes and emergency rescue procedure training
Ability to perform the essential functions of the job including, but not limited to: climbing, crouching, kneeling, standing, lifting, sometimes for extended amounts of time; lifting at least 50lbs, working with limited to no visibility. Ability to occasionally work outside in varied temperatures and conditions as well as varied light conditions and flashing lights
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 oneâs identity and work authorization

Nice To Haves

Knowledge of first aid AED and CPR is a plus

Responsibilities

Ability to work calmly under pressure while maintaining a professional appearance, being attentive and welcoming to special guests, guests with disabilities, groups, and sponsors
Achieve maximum cleanliness and presentation of all Front of House (FOH) public areas and equipment
Participate in FOH show call duties, be punctual, and be available to help in other FOH areas as needed
Resolve guest complaints calmly and professionally and be knowledgeable about the show to share its story and uniqueness with guests
Collaborate with the Box Office Manager and other department heads to train, schedule, supervise, and provide feedback to operational staff
Manage local staff schedules, time sheets, and monitor service levels, addressing any issues or transgressions promptly
Reconcile cash receipts, enter data, prepare deposits, and ensure accurate cash handling and control procedures, resolving discrepancies with team members
Collaborate with IT to validate that all equipment and internet connections are fully functional and stable
Act as the main reference in the absence of the Box Office Manager, Support teammates, and learn all FOH positions including functioning as a ticketing agent when necessary
Provide reports to IHQ teams and participate in implementing promotions and incentives across all FOH areas
Create and manage daily/weekly cleaning and maintenance checklists, assign tasks, and validate completion
Communicate with the Box Office Manager and other department heads to share best practices and carry out requested tasks
Gain expert knowledge of Outbox Ticketing System and train staff to book tickets, offer recommendations, and handle customer issues
Collect and share show schedules, production details, and ticketing prices with the team. Understand the ICON Park area, its procedures and support teams
Work with the Box Office Manager and IHQ to validate pricing, promotions, and materials and maintain critical documents
Review and manage ticket holds and allocations, ensure proper pricing and promotion configuration on Outbox Ticketing System
Manage the âHold and releaseâ ticket inventory strategy, ensuring there is premium inventory availability and optimize ticket scaling and pricing
Manage special packages such as VIP or Behind the Scenes tickets, releasing any unsold inventory to general sale
Retrieve customer lists, ticketing manifests, and manage customer data
Provide communication with the FOH and third-party teams, report customer feedback, and oversee emergency show cancellation procedures
Work with any marketing, PR, or admin teams to print and oversee the distribution of any complimentary tickets
Along with the Box Office Manager, be a point of contact for any last-minute comp requests
Manage any inventory of tickets sold external to BMG, ensuring that all unsold tickets are returned for sale in Outbox the day before the performance