The Role
Lead box office staff and daily ticketing operations, including opening/closing, selling tickets, resolving guest and seating issues, training and coaching agents, managing ticket inventory and artist guest lists, maintaining supplies/equipment, running end-of-day reports, and adjusting staffing for peak events. Must support high-energy show nights and deliver excellent guest service.
Summary Generated by Built In
Job Summary & Responsibilities
As a Box Office Lead, you'll support the delivery of friendly and efficient ticketing experiences for unforgettable performances and historic tours. You'll sell tickets, provide information about upcoming events, and support a team of box office agents. As the ideal candidate, you bring a passion for live music and strong guest service experience to lead daily operations and high-energy show nights, ensuring exceptional service throughout Opry Entertainment Group's portfolio of venues.
- Lead staff and daily operations of the box office. Responsible for opening and closing, in rotation with management.
- Respond to guest issues, complaints, and employee needs. Help other departments resolve seating or ticketing issues as needed.
- Perform in the box office agent role. Model sales and service programs as directed.
- Support employee training by coaching team members and providing hands-on demonstrations of daily responsibilities.
- Communicate current events, promos, etc., and related ticketing information staff to ensure seamless guest service.
- Manage ticket block inventory, including fan club, consignment, etc. Work with management to process special ticketing requests. Facilitate artist guest list submissions.
- Organize and maintain supplies. Ensure equipment and supplies are in working order and stocked for the upcoming shift. Report issues to appropriate departments (maintenance, IT, etc.).
- Support labor efficiency, adjusting staff based on business demands.
- Run unbalanced reports at end of day.
- Perform other duties as assigned.
Education
- High school diploma or equivalent required
Experience
- 2+ years' experience in a service environment
- 1+ years' supervisory experience preferred
- Call center or box office/ticketing experience preferred
Knowledge, Skills and Abilities
- Effective written and verbal communication skills
- Attention to detail and organization skills
- Basic computer knowledge/skills requiredStrong interpersonal, written, and verbal communication skills required
- Leadership skills required
- Able to work during peak times, including evenings, weekends and holidays, to support business needs
Physical Requirements
Speak and hear to communicate with guests and use both near and distance vision for operating computers. Frequently sit with some walking and standing. Frequently lift/carry up to 25 lbs. Continually use gross motor skills. Continually use bi-manual dexterity and fine motor skills for computer use.
Working Conditions
High volume ticketing office in close proximity to others.
Skills Required
- High school diploma or equivalent
- 2+ years' experience in a service environment
- 1+ years' supervisory experience
- Call center or box office/ticketing experience
- Effective written and verbal communication skills
- Attention to detail and organization skills
- Basic computer knowledge/skills
- Leadership skills
- Able to work evenings, weekends and holidays
- Frequently lift/carry up to 25 lbs
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The Company
What We Do
Opry Entertainment Group is a preeminent live entertainment and media company dedicated to country music lifestyle fans globally. Guided by an unparalleled country music legacy, the company connects artists and fans through unforgettable live experiences, iconic venues, and powerful storytelling. Their portfolio includes world-famous brands such as the Grand Ole Opry, Ryman Auditorium, ACL Live, and Ole Red, supported by a commitment to innovation and excellence in hospitality and media.
