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|Job Category :
|Wollman Park Partners
|Manager, Box Office & Call Center
|New York, NY 10065
|Job Description :
|Position SummaryWollman Rink NYC is seeking an experienced, ticket operations professional to join their dynamic team. The ideal candidate has a strong understanding of box office, call center, and guest service management and has experience with the Tessitura ticketing system. The Manager, Box Office, and Call Center is a key member of the Event Operations and Guest Services team, responsible for developing, launching, and managing customer service and ticket sales operations for the rink. The Manager will lead the frontline team, oversee ticket sales and service, and help achieve the service goals of Wollman Rink NYC. Through the hiring, training, and coordination of this team, this role will encourage and support staff to deliver exemplary customer service standards and uphold standard operating procedures that ensure a warm, welcoming and safe guest experience and work environment.Essential Duties and ResponsibilitiesDemonstrate leadership qualities by managing and providing a work environment that promotes positive energy, creativity and teamwork among employeesEnsure team building and communications are a collaborative, working relationship with other departments. Provide team members with clear expectations to ensure a cohesive and productive team approach.Manage customer satisfaction and employee concerns, individually or as a whole. Make effective decisions that help the business run smoothly and reach it objectives.Ensure appropriate and effective throughput strategies are in place maintaining a world-class experience for all visiting guests, ensuring excellence in customer service for guests and staff alikeSupport the growth, innovation, and advancements across our ticketing and special event programsSupport the design and implementation of performance reporting & data analytics by collaborating with our Sales, Marketing, and IT teamsEnsure management of the skating sessions and performances, ticket inventory including authentication, fulfillment, distribution, and financial reconciliationManage and train staff during the preparation and delivery of daily operations and special eventsDay-to-day management of the Tessitura system for event build(s), delivery, and reconciliationMaintain and execute all procedures, manuals, and policies to ensure that they are delivering the highest level of customer safety possibleExecute plans to increase employee productivity, motivation, and moraleConduct departmental performance appraisals; provide leadership and guidance in all employee corrective actions situations or performance managementProvide recommendations for training and development plans overseeing all departmental trainingKnowledge, Skills, and Abilities5 years in a management/supervisory role with conducting training programsAble to work under pressure to meet tight deadlines, conflicting demands, frequent interruptions, and heavy workloadsAbility to stand or walk for long periods of the dayAbility to work in varying weather conditions (including but not limited to cold and hot weather)Flexible to work rotating shifts, which includes but is not limited to evenings, weekends, holidays, and overtime as requiredStrong desire to work in the entertainment attraction industryExperience with ticketing systems, preferably Tessitura, requiredMust be able to work weekendsWork EnvironmentThis position generally requires that work be performed from the Wollman Rink offices, but attendance at events taking place at the rink or offsite, including on weekends and/or holidays, may be required.Who We AreWollman Park Partners (WPP) is the newly named operator of the iconic Wollman Rink NYC (WRNYC) in Central Park. WPP consists of Harris Blitzer Sports & Entertainment, the Related Companies and Equinox, in close partnership with Great Performances + Melba’s Restaurant, YMCA, Ice Hockey in Harlem, Figure Skating in Harlem, The Boys’ Club of New York, and Green City Force. WPP is committed to making Wollman Rink NYC an inclusive and accessible space year-round and one that reflects the city we serve and the diversity of our communities. This will be carried out through our hiring, business operations, and events and programming which include public ice skating sessions, youth programming, cultural events, celebrations, and more, proudly serving New Yorkers and tourists alike both on and off the ice.Job Type: Full-timePay: Up to $85,000.00 per yearBenefits:401(k)Dental insuranceEmployee discountFlexible spending accountHealth insuranceHealth savings accountPaid time offVision insuranceSchedule:8 hour shiftSupplemental Pay:Bonus payCOVID-19 considerations:WORKING CONDITIONSPlease note that WPP has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees. As a condition of employment, WPP employees working on-site are required to be fully vaccinated for COVID-19 unlessWork Location:One locationWork Location: One location
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