The role of Box Office Manager is to provide customer service, cash handling and ticketing services for Town Hall Theatre (incorporating the Town Hall Theatre, the Black Box Theatre and Town Hall Studio) and involves overseeing the day-to-day staffing, operation and customer service of the Box Office, including training, rostering and management of staff. This role is an integral part of the Town Hall Theatre’s senior management structure and requires a motivated and dynamic person who can think and operate in a strategic, methodical, and well organised manner and can manage multiple priorities.
 

Box Office Day-to-Day 

• Manage the Box Office functions of the Town Hall Theatre, incorporating the Town Hall theatre, the Black Box Theatre and Town Hall Studio.
• Oversee the day-to-day staffing, operation, and customer service of the Box Office, including recruiting, rostering and management of staff for these venues.
• Ensure efficient levels of box office administration and management, including dealing with bookings, clients, customers, incoming calls, counter activity, information display and supplies as required. 
• Ensure Box Office and front of house staff are trained and fully briefed on procedures including safety. 
• Maintain and encourage a high standard of professional customer service as Town Hall Theatre’s first point of customer contact.
• Agree event capacities, layouts and holds with Town Hall Theatre Director and tech manager before events go on-sale.
• Set up events on Ticketsolve, Town Hall Theatre’s computerised ticketing system, liaising with incoming companies, promoters, and ticketing agencies, and THT marketing team re on sales, company holds, etc.
• Oversee phone, online and in-person ticket sales and queries using Ticketsolve.
• Responsible for all monies received at the Box Office, including dealing with errors, problems, queries arising from the Auditor and overseeing regular bank lodgements.
• Manage the recording and filing of financial reports, ensuring accurate handling, reconciling, and balancing of Box Office transactions at the end of day.  
• Oversee troubleshooting of any issues with credit card machines, printers, scanners and hearing assisted headsets.
• Liaising with website administrator and incoming companies’ marketing teams re show links and information.
• Managing and overseeing ticket allocations with incoming companies, promoters and ticket agencies.
• Liaise with TicketSolve staff and/or IT support regarding any issues that may occur with the system, in a quick and efficient manner.
• Liaise with Ticketsolve staff re system upgrades/software updates as they arise.
• Communicate with relevant departments on sold out shows, sales patterns, group bookings and other appropriate show and sales updates. 
• Manage the customer database, managing customer relations and communications, and maintaining the integrity and confidentiality of data and information.
• Be fully informed of each event, knowing the main selling points, and looking to create sales opportunities and group development whenever possible. 
• Replenish and update the marketing material in Town Hall and ensure that the Box Office and foyer areas are always presentable and safe.   
• Carry out any other tasks that will from time to time be allocated by the Venue Director on an ad hoc or continuing basis commensurate with the general level of responsibility of the post.

• Ensure box office protocol is followed re reservations, disability seating, booking comments, tracking group bookings from reservation to sale, end of day protocol. 
• Oversee issuing of invoices to schools and other group bookings in a timely fashion
• Effectively manage incoming companies regarding their guest lists, sales reports, other ticketing needs and recharges.
• Produce sales and marketing reports and event analysis reports when required. 
• Manage sales, reconciling reports, updating seating charts, event information, and any administration/tasks related to Box Office, Front of House or Marketing that may be reasonably required. 
• Support the webmaster in setting up and updating shows on THT website.
• Manage and maintain the back end of Ticketsolve system.
• Proactively provide solutions to any identified problems at Box Office, including being receptive to customer feedback and using this feedback to improve our services, where appropriate

• Help train and support all Town Hall Theatre Box Office Assistants and keep them informed of daily activities, updates, and developments. . 
• Communicate effectively with the Duty Supervisor on all show nights.

• Be a key holder for the theatre building - to lock up the theatre buildings as required and ensure that the security alarm is activated.
• Attend and contribute to THT Senior Management Team and Marketing meetings.
• Manage enquiries from the box office email account.
• Be aware of the fire evacuation procedure and Health and Safety requirements of the venue .