Graceland Ticketing Systems Assistant - FULL TIME

The Guest House at Graceland•Memphis, TN

About The Position

The Ticketing Systems Assistant supports the Ticket Office under the general direction of the Ticket Office Manager. The role assists with configuring, maintaining, and troubleshooting the ticketing system; coordinating the setup of promotional offers, special-event tickets, and packages on the ticketing website; and adjusting daily tour capacities. It produces and analyzes reports from ticketing and hotel systems, researches discrepancies, and communicates findings and recommendations. The assistant communicates tour details and instructions to other departments, answers phone and email inquiries, helps department staff solve problems, and processes payments and reservation changes or cancellations in computerized systems. The role corresponds with tour operators and group coordinators, supports department meetings and training, and provides backup for Ticket Office functions, including ticket orders, guest inquiries, and payment processing. It also assists with Tessitura-related projects, assignments, and training, and performs other duties as assigned. This is a full-time position in the Ticket Office with flexible working hours, including weekends, holidays, and overtime as required. A uniform is required. Benefits may be offered after successful completion of a 60-day introductory period. Applicants must pass a background check and pre-employment drug test.

Requirements

Work-related experience in the hospitality field.
Working knowledge of computers and cash-handling experience.
Excellent communication and interpersonal skills, including written and verbal communication.
Ability to prioritize and work with minimum supervision.
Ability to work quickly and accurately under pressure, while handling competing deadlines, interruptions, and conflicting demands.
Ability to read and interpret complex English text, including regulations, policies, procedures, contracts, and memoranda.
Ability to accurately handle money and make cash and credit-card transactions.
Skill in prioritizing and completing a wide variety of tasks in a timely manner.
Tact and diplomacy when communicating with people who may be irate or upset.
Analytical and research skills to evaluate and compile information, define situations, and draw conclusions.
Decision-making skills to identify pertinent facts and implement an appropriate course of action in a timely manner.
Public-speaking skills to address small and large groups.
Record-keeping skills to maintain accurate, current logs and files.
Demonstrated knowledge of complex computerized operating systems.
Ability to maintain confidentiality and objectivity.
Ability to work weekends, holidays, and occasional overtime as needed, and to work flexible hours.
Willingness and ability to travel when necessary.
Ability to work alone in the office at times and handle repetitive tasks.
Ability to research and learn all aspects of the Tessitura system as required.
Ability to complete and report on multiple projects at a time.
Ability to take initiative in problem solving and work either independently or in a team atmosphere.
Knowledge of products and inventory.
Ability to cope with a heavy workload and varying departmental needs.
Excellent attention to detail and ability to handle sensitive issues confidentially.
Ability to deal successfully with a wide range of people and work under deadline pressure.

Nice To Haves

Knowledge of the city of Memphis and local and regional attractions.
Proficiency in MS Word, Excel, and PowerPoint.
Strong presentation skills.
Tessitura Ticketing System experience and/or experience working on a computer system.

Responsibilities

Assist department management with configuring, maintaining, and troubleshooting the ticketing system.
Coordinate with Marketing and Ticket Office management to upload promotional offers, special-event tickets, packages, and other items to the ticketing website.
Adjust daily tour capacities as needed.
Produce reports from ticketing and hotel computer systems; analyze data, research discrepancies, and communicate results and recommendations.
Communicate information about special tours, large groups, and groups needing special assistance to other departments and management.
Answer phone and email inquiries and route them to the appropriate person when necessary.
Consult with department staff and assist with problem solving.
Provide written documentation, emails, and instructions about upcoming events and concerts.
Process payments received by phone, mail, and from walk-in guests.
Enter reservation, change, and cancellation data into computerized systems for Graceland and hotel reservations.
Participate in department meetings and training as required.
Correspond with tour operators and group coordinators about reservations, confirmations, information, and special requests; send correspondence and forms by email and mail.
Provide backup for Ticket Office functions, including processing payments and ticket orders, answering phones and questions, providing information, and corresponding with tour groups and operators.
Assist with special projects, assignments, and training related to the Tessitura ticketing system.
Perform other duties as assigned.