BOX OFFICE SUPERVISOR

Job Title: Box Office Supervisor

Department: Entertainment

Reports To: Box Office Manager

Summary
The Box Office Supervisor assists the Box Office Manager with the coordination of activities and staff for the box offices and venues at Casino Arizona and Talking Stick Resort as well as with management of venue ticketing system.

Supervisory Responsibilities
The Box Office Supervisor directly supervises the Lead Box Office Representative and the Box Office Representative. Carries out management responsibilities in accordance with the organization's policies and applicable laws. At the direction of the Box Office Manager, assists with interviewing, hiring, and training of employees; planning, assigning, directing and ensuring the completion of work. Assists with conducting performance appraisals; recognition and employee disciplinary notifications; addressing complaints and resolving problems.

Leadership Job Expectations: Fostering ECM Development through the Pathways to Success Program

The Gaming Enterprises are committed to the employment and advancement of Enrolled Community Members (ECMs) of the SRP-MIC. The Gaming Enterprises’ Pathways to Success Program is a comprehensive program designed to provide ECMs with quality casino work experience, educational opportunities and to prepare them to become the Gaming Enterprises’ future leaders. Pathways to Success is designed to foster the participant’s preparedness for success on the job.

A Supervisor level leader is expected to actively support ECMs in their professional and academic goals through:

• Personalized Support: Regularly engage with individual ECMs to understand their career interests and educational goals. Offer guidance tailored to their aspirations.
• Opportunity Identification: Proactively inform ECMs about internal and external training, workshops, and educational programs aligned with their development needs.
• Facilitation of Growth: Encourage participation in stretch assignments, cross-training, and job shadowing to build new skills and broaden experience.
• Feedback and Recognition: Provide constructive feedback and recognize efforts toward self-improvement and career advancement.
• Resource Connection: Connect ECMs to relevant mentors, subject matter experts, and specific Pathways to Success programs.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Works closely with Entertainment management in developing ticketing scales, on sale dates, capacities, seating diagram or floor layouts, VIP complimentary tickets, promotional comps and resolving various seating issues.
• For all concert and event nights (or days), works closely with Box Office Manager to inform and update ushers on floor seating diagram, and ensure proper and continuous staffing of ticket takers, ushers, and security.
• Coordinates and works hands-on with all Box Office aspects during regular business hours and on event nights. Ticket selling, dispute resolution, live sales, phone calls, and distribution of all complimentary tickets.
• Works hand in hand with Box Office Manager and ticketing support center to settle or resolve all customer issues.
• Handles daily audit and financial reports for all ticketed events as assigned. Prepares all reporting for Entertainment management, casino finance, and Marketing.
• Works daily with the Finance Department concerning, daily audits, statements and reconciliation report concerns.
• Monitors daily sales activity and schedules staffing for all Box Office locations and events to meet business needs for efficient operations and to ensure budgetary guidelines are met.
• Prepares payroll time sheets for all box office personnel.
• Assists Box Office Manager in conducting first level employee disciplinary actions.
• Works closely with Box Office Manager and Casino Arizona and Talking Stick Resort’s ticketing system representatives for the development and maintenance of all ticketed events.
• Works closely with third party professional services companies to coordinate additional temp staffing, when needed, and providing payroll information to these venders.
• Supervise and assist staff on event/concert days in setup of venue, scanning of tickets, wrist banding and other necessary functions to ensure a smooth event/concert.
• Supervise the box office representative and coordinate with the band vender in settling merchandising sales to assure accuracy and safety of the transaction.
• Contact, inform, and sell to guests wanting group sales of ticketed events/concerts.
• Supervises and monitors day to day sales activity, staffing and customer concerns for Casino Arizona and Talking Stick Resort box offices.
• Deals directly with ticketing system representatives to build ticketed events. Events include concerts, festivals, and other events in TSR Showroom 500+, TSR Grand Ballroom 1900+, The Pool at TSR 4000+, CAZ Showroom 250.
• Works closely with guest services department in assigning VIP comp tickets for qualified Salt River Rewards Club members.
• Assists Box Office Manager with working closely with the marketing department to ensure all marketing related critical path items are completed accurately for each event (On-sale date, website copy, ticket pricing; email blasts, signage, flyers, etc.).
• Responsible for maintaining up-to-date knowledge of Credit Card Compliance requirements commonly known as PCI (Payment Card Industry) Compliance by attending training provided by Casino Arizona, at least once a year or more if required by management. Signature verification of course attendance will be required.
• Responsible for the enforcement of PCI (Payment Card Industry) Compliance regulations to protect card holder data and adhere to the standards to protect the guests’ private card information. This includes, but is not limited to, observing and reporting inappropriate card handling activity, of either customers or by employees, as defined by PCI.

Education and/or Experience
High school diploma or general education degree (GED) required; minimum 2 years’ work experience in a box office environment with at least 1 year in a lead or supervisory role required; working knowledge of Ticketmaster, Ticket Manager, Archtics and TM1.

Computer Skills
To perform this job successfully, an individual should have excellent PC skills. Intermediate working knowledge of Microsoft Office applications required. Prior ticketing database management experience (such as Ticketmaster) is required.

Other Qualifications
* Must be able to work a flexible schedule, including evenings, weekends and holidays.
* Must have a sense of urgency towards service delivery and business goals.
* Must be able to problem solve and address operational or guest concerns.
* Must have the ability to work well with others and independently.
* Must have strong communication and organizational skills.
* Must have favorable annual evaluations and no active disciplinary actions.

Language Skills
Must be able to read, write, speak and understand English.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this Job, the employee is regularly required to stand for prolonged periods of time; walk; sit; use hands and fingers to handle or feel; reach with hands and arms and talk or hear. The employee must regularly lift and /or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
While performing the duties of this Job, the employee is regularly exposed to secondary smoke. The noise level in the work environment is usually loud.