Seadog Ticket Booth Manager - Chicago

Hornblower Group Inc.•Chicago, IL

About The Position

Serving as the authority on all Seadog ticket sales: managing a team of ticket agents, maintaining an efficient cruise schedule, collaborating with multiple departments, assisting guests with ticket purchases and providing information about Seadog’s cruise experiences. The STBM interfaces with the national Contact Center in Chicago helping to align the national team with Seadog ticketing and customer inquiries and helping to establish reservation procedures for all ticketing types within our ticketing/reservation platform. Conducts the hiring and training of all Ticket Agents and provides support to the Seadog Marine Manager and National Sales team. Serves as a resource for and liaison to the Operations, IT, Group Sales, Accounting, Marketing, and Senior Management departments. The right person will be adaptable, dynamic, an excellent problem solver, and embody City Experiences’ RESPECT Service System.

Requirements

A positive, upbeat personality that sets the tone and example for the entire team.
Ability to multi-task and to assess and adjust priorities.
Extremely well organized with fantastic attention to detail.
Excellent communication skills, both written and verbal.
A passion for providing outstanding customer service, and a commitment to demonstrating and teaching guest service skills to others.
Able to lead a diverse team and unite individual agents in the common mission of creating amazing experiences for our guests.
Demonstrated skill in training, supervising, and motivating employees to provide excellent guest service.
Able to maintain calm and a pleasant demeanor in hectic, challenging circumstances
Proficient in: Outlook, Excel, Word, PowerPoint, etc.
A sense of humor that keeps things light even under challenging conditions.
Experience with box office or ticketing software systems, both especially with scanning functions.
At least 3 years management experience in customer and guest service.

Responsibilities

Responsible for recruiting, hiring, scheduling, training, and providing ongoing support of all Ticket Agents – ensures there is coverage based around the cruise departures and operating hours and produces and maintains all onboarding and training materials
Set the example and tone for the Ticket Agent team in providing excellent customer service at the Seadog ticket booth
Resolve employee relations issues, ensuring compliance and enforcement of policies and procedures
Train all Ticket Agents on reservation and scanning platforms and ensure staff are well versed in all our product materials
Coordinate incentive programs, set and motivate team to meet and exceed weekly/monthly goals
Evaluate and resolve customer issues presented by staff, authorize exceptions, deviations from policy, such as ticket refunds
Ensure reliability and accuracy of ticketing database, including but not limited to, cruise schedules and pricing
Work closely with the Seadog Marine Manager and Sales team to ensure that the sales channels and cruise schedules are fully aligned, and that all teams are providing consistent messaging to Seadog’s guests
In conjunction with operations team, assist in informing the public on schedule changes, cancellations, and provide alternatives if a cruise opportunity becomes unavailable
Maintain the proper reporting for Voucher Types – making sure each pass is reconciled in their appropriate online portals and properly closed out at the end of each month
Coordinate advance ticket distribution for all activities and events, consulting with marketing and promotional activities
Project ticket office annual budget and monitor expenses throughout the year
Analyze, plan and address ticket booth personnel, equipment, uniform and supply needs, while staying within budget guidelines
Attend applicable meetings as designated
Work alongside the IT and Ticketing Software teams to update equipment in each booth when technical issues occur and implement new ticketing features as needed
Serve as a liaison to ticketing partners assisting with set-up of special ticket promotions and producing sales reports associated with those promotions
Work with Operations in the event a customer issue occurs on a vessel or on property – and follow through with the appropriate next steps in implementing solutions that lead to guest satisfaction
Support Ticket Supervisors and Ticket Agents in implementing the company’s RESPECT customer service system
Consult with the Contact Center management team to update their training materials for Seadog’s products and services, including schedule updates, product changes, processes and procedures, and ticket types (Store Credits, Unused Orders, Gift Cards, etc.)
Provide information and support to the Contact Center agents regarding inquiries, ticketing and customer service issues, and troubleshooting any reservation discrepancies
Mitigate refund requests the Contact Center may receive with the support of Accounting
Responsible for updating the Contact Center regarding schedule changes and cancellations
Assist with any inquiries relayed from the Contact Center related to guests at the ticket booth– whether it is a guest experience issue or special requests
Review guest survey comments and Net Promoter Scores and respond directly to customers regarding specific issues
Assist Accounting Department with reports on third-party voucher redemptions for invoicing
Accurately process invoices and basic clerical accounting tasks
Collaborate with Revenue Management team on pricing and cruise schedules
Provide support for the Group Sales Department – reach out to pre-existing group reservations in the event there are schedule changes and collect payments from Groups with due balances
Work with Human Resources for onboarding of new employees and re-hires as well as assist with employee relation inquiri
Support the Operations Department with updates to passenger capacity limits, cruise time changes, and cancellations within the ticketing platform
Participates in special projects as requested
Additional job duties assigned