Box Office Supervisor Part-Time

Description

Department: Box Office Reports to: Director of Ticketing Compensation: $22.50 - $23.00, depending on qualifications Benefits: Non-Benefits Eligible Schedule: Hours are reflective of the dynamic schedule of the theater and this role will work up to 25 hours per week. The shifts are primarily evening and weekend shifts that typically are 5-6 hours in length depending on the production.

Position Summary The Box Office Supervisor’s primary role is providing supervision of the Box Office at show time and call center supervision. This position assists in Box Office operations, staff supervision and season ticket support. All employees are expected to center, model and champion the Guthrie’s core values of Artistic Excellence; Community; Diversity, Equity, Inclusion and Accessibility; and Fiscal Responsibility.

The Guthrie is an Equal Opportunity Employer. We are committed to building an equitable environment that finds strength in diversity of identity, experience and perspective. We are dedicated to hiring and developing talented teams which are inclusive and welcoming to individuals with different backgrounds, thoughts, and abilities. Applicants from populations underrepresented in the theater field are strongly encouraged to apply.

Primary Duties and Responsibilities

1. Operational Support

• Provide guidance and supervision of Box Office staff during shows, special events, programs and call center hours. Ensure all established procedures are being followed.
• Complete all tasks and reports related to show supervision.
• Coordinate patron special requests with front of house staff.
• Keep staff informed of information relating to shows, offers, and special events.
• Answer questions from staff about policies, procedures, offers, customer service requests, etc.
• Monitor phone queues and analytics.
• Follow all safety and emergency procedures in the event of an emergency.
• Identify areas for improvement for Box Office policies and procedures.
• Work with ITS to resolve technical issues with ticketing software and phone system.
• Proof with Tessitura set ups and promotional materials as needed.
• Assist with department meetings and trainings and lead pre-shift huddle meetings.
• Assist with season ticket renewal process.
• Assist with updating Box Office SharePoint pages.
• Provide back-up lobby support for front-of-house staff pre-show as needed.

2. Stakeholder Support

• Provide and ensure staff are providing exceptional customer service to patrons of the Guthrie Theater, taking every possible step to ensure that customers have a positive experience.
• Use knowledge, skills, and judgment to assist customers and Box Office staff.
• Solve customer service inquiries or issues as they arise before or during a performance, all while adhering to Guthrie ticketing policies and maintaining excellent customer service and composure under pressure.
• Assist in monitoring multiple email boxes and responding to patrons.
• Assist with processing internal ticket requests.

3. Talent Support

• Provide regular feedback to managers on staff performance according to established guidelines.
• Work collaboratively with the Box Office Manager and the Director of Ticketing to onboard Box Office staff.
• Monitor box office sales/inquiry calls and give feedback to assist with skill building for Box Office staff.
• Assist with monthly or on-going 1:1s with staff.
• Assist with performance reviews.
• Assists with on-boarding and training when requested, working collaboratively with the Box Office Manager, Leads and the Director of Ticketing.

4. Financial Support

• Complete financial reconciliation including preparing daily deposits, handling cash and receipts, ensuring established money-handling procedures are followed.
• Ensure all staff are following established procedures for money-handling in ticket sales.
• Ensure staff are following security and credit card standards when processing credit card sales.

5. Strategy Support

• Assist with auditing current processes and practices to identify areas for improvement.
• Foster a work environment incorporating the Guthrie values of Artistic Excellence; Community; Diversity, Equity, Inclusion and Accessibility; and Fiscal Responsibility
• Support the Box Office Manager in implementing the Guthrie’s mission, core values, initiatives and messaging.

Requirements

Essential Knowledge and Qualifications

• Demonstrated customer service experience required. Box office experience preferred.
• Demonstrated experience in Client Relationship Management (CRM) system or electronic ticketing system knowledge required. Tessitura experience preferred.
• Prior supervisory experience preferred.
• Money-handling experience required.
• Excellent attention to detail and accuracy.
• Excellent communication skills in writing, over the phone and in person.
• Consistently presents a polite and professional demeanor when interacting with customers and colleagues.
• Manages multiple priorities and tight deadlines and maintains composure under stressful situations.
• Concentrates effectively in a busy environment.
• Takes initiative, exercises independent judgement and works collaboratively within a team and across departments.
• Experience with being a strong team player and contributing energy, creativity, innovative thinking and enthusiasm to a team.
• Can work at a computer for long periods of time.
• Can lift up to 25 lbs.
• Can perform frequent keyboarding and mouse use.
• Can maintain concentration while completing computer-based tasks.
• Available to work hours reflective of the dynamic schedule of the theater, which includes required evening and weekend shifts.
• Experience with and commitment to working with individuals and teams that exemplify diversity of identity, experience, and perspective, including but not limited to race, color, gender, gender identity, gender expression, age, family and/or marital status, creed, religion, ancestry, disability, national origin, sexual orientation or sexual identity, veteran status, genetic information, pregnancy, body size/type, status with regard to public assistance or any other basis protected by federal, state or local law.

WHO SHOULD APPLY? The Guthrie relies on the talents of many artists and staff, both on and off the stage, to create powerful works of theater at the Guthrie. We are dedicated to building an equitable environment that is mixed across lines of difference. Acknowledging that there are many identities that are underrepresented in the theater overall, the Guthrie strongly encourages candidates who bring diversity of identity, experience and thought to apply. We also acknowledge that candidates can have unique and non-linear and transferable skills. We encourage you to apply even if you do not meet every single qualification but have transferrable skills and passion for our mission and vision.

WHY SHOULD I APPLY? Be a part of a leading non-profit organization that is committed to serving not only the local Twin Cities community but the industry as a whole. In addition to a competitive salary, the Guthrie offers top-notch employee benefits and staff perks.

• Sick Time: Part-time employees shall accrue Guthrie Sick Time (GST) at the rate of one hour for every 25 hours worked. Part-time employees shall accrue GST in lieu of Minneapolis and State of Minnesota Earned Sick and Safe Time (ESST) for qualifying reasons under Minnesota law. GST shall be administered in the same manner and for the same purposes as ESST.
• Transportation: Subsidized passes for Metro Transit buses and trains, Discounted pre-tax monthly ramp parking, Discounted bike locker rental
• Complimentary Tickets: To Guthrie productions
• Discounted Tickets: To all shows produced by the Guthrie and to some performances hosted by the Guthrie
• Classes and Camps: Discounts to Guthrie classes and camps
• Other Employee Perks: Wellness Program, Guthrie Store discount, Affinity Groups

ABOUT THE GUTHRIE

The Guthrie Theater engages exceptional theater artists in the exploration of both classic and contemporary plays connecting the community we serve to one another and to the world. Through its extraordinary artists, staff and facility, the Guthrie is committed to the people of Minnesota, and from its place, rooted deeply in the Twin Cities, influences the field as a leading 21st century arts organization. Every year more than 500 people, both on stage and off, help ensure our success in creating and supporting the highest level of theater. As an organization, we are committed to our values of Artistic Excellence, Community, Equity, Diversity and Inclusion, and Fiscal Responsibility. The Guthrie Theater is located in the historic Mill District along the Mississippi River in Minneapolis, Minnesota. As the largest city in the state, Minneapolis offers a large variety of parks, lakes, great food, festivals, malls and more.

LAND ACKNOWLEDGMENT

The Guthrie Theater would like to acknowledge that we gather on the traditional land of the Dakota People and honor with gratitude the land itself and the people who have stewarded it throughout the generations, including the Ojibwe and other Indigenous nations.

Applicants must submit a resume to be considered for the position.