BOX OFFICE REPRESENTATIVE

Hollywood Casino at Charles Town Races • Charles Town, WV

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About The Position

The Box Office Representative welcomes and directs guests, operates the box office during show nights, and supports a safe and enjoyable guest experience. The role manages artist guest lists, distributes promotional and VIP passes, sells walk-up tickets, distributes will-call tickets, verifies identification, processes payments and comped tickets, and uses ticketing software to manage reservations and orders. The representative answers questions about tickets, seating, shows, venue layout, schedules, and amenities; coordinates with event and security staff; maintains a secure and organized box office; and assists with shift reconciliation, reporting, setup, takedown, and cleanup as needed. The role requires availability to work Friday and Saturday during one of the stated evening shifts: 4:00–8:30 p.m. or 5:30–9:30 p.m.

Requirements

• Must be at least 21 years of age.
• High school diploma or GED required.
• One year of customer service experience, or an equivalent combination of education and experience.
• Ability to interact with guests, staff, and colleagues and resolve problems and conflicts diplomatically and tactfully.
• Working knowledge of Microsoft Access, Excel, Word, and Outlook.
• Outgoing, energetic, and enthusiastic attitude.
• Ability to present information effectively and respond to questions from managers, clients, customers, and the public.
• Comfort initiating conversations and creating a fun environment for guests.

Nice To Haves

• Marketing experience preferred.

Responsibilities

• Welcome and direct guests as they approach the box office.
• Operate the box office during show nights in a professional and efficient manner.
• Manage each artist’s guest list as indicated in the contract.
• Distribute promotional or VIP passes.
• Make changes to guest lists on the day of the show.
• Identify faces and names on a red list provided by the artist’s management team.
• Sell tickets to walk-up customers and distribute will-call tickets.
• Verify guest identification before releasing tickets to the appropriate party.
• Accurately process credit card payments and comped tickets.
• Award ticket package add-ons, such as food coupons and PENN Cash.
• Use ticketing software to locate and manage reservations or ticket orders.
• Answer guest inquiries about ticket availability, seating, and show details.
• Communicate with event and security staff regarding guest check-ins.
• Maintain an organized and secure box office area throughout the event.
• Assist with end-of-shift reconciliation and reporting.
• Provide information about venue layout, show schedules, and amenities.
• Monitor guest activity to help ensure a safe and enjoyable environment.
• Support basic setup, takedown, or cleanup tasks as needed.
• Communicate effectively with team members and event leadership.
• Work Friday and Saturday during one of the listed shifts: 4:00–8:30 p.m. or 5:30–9:30 p.m.

Benefits

• Wellness programs supporting financial, physical, and mental well-being.
• Day-one medical coverage may be available, depending on position.
• 401(k) matching may be available, depending on position.
• Annual performance bonus may be available, depending on position.
• Paid time off earned according to local policy and increasing with length of employment.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED