Ticketing and Group Sales Manager

Washington National Cathedral•Washington, DC

6d•Hybrid

About The Position

The Ticketing and Group Sales Manager works in conjunction with the Director of Ticketing to oversee Washington National Cathedral’s ticketing systems (Spektrix and Etix), sales database, event and service registrations, group tour sales, and photo permit operations. The role provides hands-on leadership to Ticketing Coordinators and Associates while managing day-to-day customer service, system administration, event builds, photo permits, and group reservations. It supports operational efficiency and revenue goals and ensures accurate, efficient, hospitable service that reflects the Cathedral’s mission. The position manages box office operations and ticketing customer service, administers ticketing and group sales software and related systems, oversees group tour reservations and reporting, and processes photo permits. It requires collaboration across departments and with vendors, staff, volunteers, and tour operators. The role is hybrid, with at least three days per week in the office, and requires a flexible schedule that may include evenings, weekends, holidays, and special events.

Requirements

Bachelor’s degree or equivalent higher education qualification in arts management, event planning, customer service, or a related field.
At least three years of experience in customer service, museum or visitor operations, or hospitality sales.
Ability to lead and work effectively both independently and as part of a team.
Ability to review logistical procedures, identify problem areas, and improve performance through procedural changes.
Excellent interpersonal, communication, problem-solving, and customer service skills.
Sound judgment and decision-making skills, including knowing when to inform and involve the department head.
Excellent attention to detail and ability to meet deadlines.
Ability to coordinate multiple complex tasks or projects while addressing office needs and maintaining composure under pressure.
Ability to collaborate across departments and with diverse volunteers and staff.
Advanced computer skills with a CRM system and Microsoft Office Suite, including word processing, spreadsheets, email, calendars, document distribution, and network software.
Full understanding of the importance of the Cathedral’s mission and brand.
Availability for a flexible schedule that may include evenings, weekends, and holidays, including Christmas Eve and Easter morning, as well as monitoring customer service channels outside normal business hours when scheduled or requested.
Ability to adapt daily schedules when the Cathedral hosts funerals, state events, and other special events.
Ability to perform prolonged walking and standing; reach, twist, turn, kneel, bend, stoop, and climb stairs without a handrail.
Ability to lift, drag, push, and pull chairs, files, and other materials weighing up to 25 pounds.
Comfort working at heights and in enclosed spaces.
Ability to perform grasping, repetitive hand movements, and fine coordination when using a computer keyboard.
Near and far vision for reading and preparing reports and other documents.
Acute hearing when working in environments with substantial ambient noise.

Nice To Haves

Comfort working with diverse people, especially in a religious setting with people of diverse faiths and backgrounds.
Familiarity with Christian faith traditions, beliefs, and terminology.
Experience and knowledge of nonprofit or religious work environments.
Familiarity with Spektrix, Etix, YesPlan, Social Tables, Raiser’s Edge, and/or Digital Cheetah.
Knowledge of the theology and liturgy of the Episcopal Church and/or sacred choral music.
Knowledge of Washington, D.C. culture and tourism.

Responsibilities

Provide management, leadership, scheduling, and payroll support to Ticketing Service Coordinators and Associates.
Attend weekly Box Office and Group Sales meetings and serve as a Box Office leader at MarCom team meetings.
Use Monday.com to track and respond promptly to interdepartmental box office inquiries.
Ensure general Box Office emails, calls, and voicemails receive prompt, professional responses.
Develop and oversee standard operating procedures, checklists, timelines, and templates for software and logistical ticketing functions.
Manage the Box Office during ticketed events, including concerts, programs, and special services, and coordinate additional staffing and oversight for larger events.
Resolve customer service and technical issues escalated by colleagues and Ticketing Service Coordinators and Associates.
Build venue maps, seating overlays, price lists, and promotional codes for ticketed Cathedral events, with oversight from the Director of Ticketing.
Manage the CRM with the Director of Ticketing, including data cleanup, system updates, and administrative work that supports accurate reporting and smooth operations.
Support staff with ticketing software and hardware questions, document procedures, reset passwords, and troubleshoot issues.
Work with internal colleagues, leaders, and external hardware and software vendors, representing the Cathedral and Box Office.
Administer ticketing, group sales, and front-of-house software; develop protocols, liaise with software representatives, and train staff.
Manage group reservation processes, including forms, email submissions, phone lines, and group worship visits.
Partner with the VP of Revenue and GEMS to refresh and manage the private tour process.
Serve as the primary contact for group tour operators, handling inquiries, scheduling changes, and special requests while developing relationships.
Ensure group payments and confirmations are processed accurately and on time according to Cathedral policies.
Prepare and distribute weekly and monthly reports on group tour sales, attendance, and comparative performance.
Establish and follow best practices among Cathedral teams to support visitor and group revenue, institutional efficiency, and guest hospitality.
Administer the Etix group tour reservation software and Spektrix ticketing system, and maintain working knowledge of related scheduling and front-of-house systems.
Work with the Revenue Department to launch each group touring season, refine the booking process, ensure accurate time-slot offerings, provide feedback, and assist with business development opportunities as directed.
Manage photo permit scheduling, invoicing, and processing in accordance with Cathedral policies.
Review photo permit requests, ensure policy compliance, issue permits promptly, and communicate clearly with clients.