Box Office Supervisor – 'Auana – Resident Shows
About The Position
We are seeking a motivated and dynamic Box Office Supervisor to join the ticketing team 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 support the Box Office Manager in overseeing the nightly operations of the Box Office, while ensuring exceptional customer service and efficient ticketing processes. 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 operate 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 Supervisor will have the opportunity to: · Collaborate closely with the Box Office Manager to supervise the day-to-day operations of the ‘AUANA Box Office and night-of-show box office operations in partnership with show operations; · Assist the Box Office Manager in training, mentoring, and leading a team of Ticket Agents providing excellent customer service to guests across all communication channels and maintaining high standards of service; · 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; · 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; · Foster a positive work and collaborative working environment and nurture team member morale; · Assist with group reservation inquiries, bookings, and will-call processes, ensuring smooth operations and positive experiences for group attendees; · Keep record of Promotional Offers, Seating and Venue Information, Pricing, and Policies as provided by Internal Ticketing; · 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; · 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; · Assist in IT related troubleshooting and maintenance locally of the Box office systems when required; · Complete other job-related duties as assigned by the Box Office Manager.
Requirements
- At least one year of previous guest experience in a leadership role with a focus on customer service
- Box office, ticketing operations, or live entertainment experience preferred
- 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
Nice To Haves
- Fluent in Japanese is preferred, but not required, both written and spoken
Responsibilities
- Collaborate closely with the Box Office Manager to supervise the day-to-day operations of the ‘AUANA Box Office and night-of-show box office operations in partnership with show operations
- Assist the Box Office Manager in training, mentoring, and leading a team of Ticket Agents providing excellent customer service to guests across all communication channels and maintaining high standards of service
- 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
- 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
- Foster a positive work and collaborative working environment and nurture team member morale
- Assist with group reservation inquiries, bookings, and will-call processes, ensuring smooth operations and positive experiences for group attendees
- Keep record of Promotional Offers, Seating and Venue Information, Pricing, and Policies as provided by Internal Ticketing
- 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
- 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
- Assist in IT related troubleshooting and maintenance locally of the Box office systems when required
- Complete other job-related duties as assigned by the Box Office Manager
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
