Ticket Office & Showroom Manager in Las Vegas, NV at Wynn Careers

Date Posted: 6/7/2021

Job Snapshot

Job Description

Job Summary:

Reporting to the General Manager of Entertainment Operations, the Ticket Office and Showroom Manager will be required to:

  • Manage the Ticketing Office operations for the resort.
    • Build, program, maintain, modify and manage all ticketed events in the ticketing system.
    • Serve as expert in troubleshooting all ticketing software and hardware issues.
    • Monitor online sales and run reports as requested.
    • Ensure that daily sales and front of house reports are created and distributed as required.
    • Collaborate with various departments to create ticket packages and promotions.
    • Work with and communicate on a regular basis with our ticket systems partners.
    • Process executive, promoter, marketing and artist ticket orders as requested by the various entities.
    • Audit all event holds daily and recommend additions or reductions based on sales performance.
    • Provide all reports necessary to settle shows nightly and at the end of a run.
  • Review the department structure and come up with suggestions for operational efficiencies.
    • Make suggestions on new and streamlined ways to deliver tickets to the guests that will not affect the customer experience.
    • Look for ways to automate the workflow processes for the department.
  • Oversee the day-to-day operations of the Ticket Office and Showrooms.
  • Manage the Ticket Office and Showroom staff. Complete staff performance reviews.  Hire and train new employees.  Oversee all discipline issues, counselling notices and terminations.
    • Motivate the Ticket Office Staff to maximize ticket sales and facilitate distribution of information regarding shows.
  • Oversee department schedules and oversee payroll for Ticket Office and Showroom Staff.
  • Facilitate needs related to the department in conjunction with Concierge, Front Desk, Advertising, Marketing, Accounting, and Call Center.
  • Communicate regularly and work with AEG on all Headliners in the Encore Theater to guarantee successful shows and events.
  • Provide excellent customer service to guests, internal and external partners.
  • Handle guest issues and complaints and work with security and hotel managers as needed.
  • Oversee the Front of House budget and track expenses.
  • Oversee and manage all HR related paperwork in conjunction with the Executive Director of Cast Relations.
  • Create and update the Ticket Office Department Policy and Procedure Manual.
  • Establish and maintain an excellent working relationship with various departments throughout the resort.
  • Attend meetings as required.
  • Develop and maintain a safe working environment and safety procedures for staff.
  • Maintain and enforce all company policies and procedures.
  • Create a positive atmosphere for all staff.
  • Perform all other duties as assigned.

Job Requirements

  • Must have a high school diploma or equivalent, preferably a bachelor’s degree in a related field.
  • A minimum of five (5) years’ experience in Ticket Office Management, preferably with prior experience running a showroom.
  • Must have prior experience managing union employees.

Knowledge, Skills and Abilities:

  • Must have advanced knowledge of Archtics, Ticketmaster Host, TM1, and Presence.
  • Must have knowledge of a variety of other ticketing systems.
  • Must have prior experience building and creating shows in ticketing systems.
  • Must have the ability to create, implement and work within fiscal budgets.
  • Must be able to manage staff and perform under pressure.
  • Must be able to function in a stressful environment.
  • Must possess outstanding organizational skills, as well as excellent attention to detail.
  • Must be able to manage, prioritize and complete multiple tasks in a timely manner.
  • Must possess excellent problem-solving skills, strong organization skills and strong interpersonal skills with proven talents in leadership and teamwork.
  • Must be a team builder and be able to create strong teams.
  • Must have the ability to produce high quality work in a limited time frame.
  • Must possess excellent written and verbal communication skills.
  • Must have excellent phone etiquette.
  • Must have strong computer skills and proficiency in Microsoft Office 365
  • Must be able to work a flexible schedule (evenings, weekends, holidays and long hours).
  • Must have the ability to work with individuals from different cultures and backgrounds.

Wynn Resorts is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Wynn Resorts does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

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