Supervisor, Systems & Ticketing

REQ12992 Supervisor, Systems & Ticketing (Open)

POSITION SUMMARY:

The Supervisor, Systems & Ticketing is responsible for developing and coordinating the experience of guests with purchasing and upgrading tickets. The role consists of providing general information and all inquiries related to our guests at our Box Office welcome desk locations and ensuring that the overall guest experience is delivered through managing the crowd control, continued checks on the condition of all Front of House areas ensuring that the highest service quality standards are met through strong collaboration with support teams such as Technology, Security and Front Gate.

The position requires the ability to accommodate a flexible schedule, including evenings, weekends, and public holidays, as well as being able to perform in a fast-paced, dynamic work environment. As the frontline for our one-of-a-kind COD experience the Supervisor, Systems & Ticketing must embody our brand and service values through assisting guests from all over the world in their enjoyment of our experience and helping in creating memories they will cherish for a lifetime.

PRIMARY RESPONSIBILITIES:

• Provide a high level of guest service by engaging guests, answering questions, resolving issues, making thoughtful recommendations, and identifying opportunities to personalize each experience.
• Developing and providing a vital resource for guests with a deep understanding of all ticket packages, policies, procedures, and possible discounts.
• Through a personalized approach, assist guests interested in purchasing tickets with all aspects of their decision-making process.
• Enhance guest’s experiences by coordinating all additional products and activities throughout COD in the system provided.
• Guide guests through the ticketing purchase process on all possible sales channels.
• Developing and managing the ticket-scanning process with skill, maintaining accurate ticket scans for all guests entering COD with an awareness of the overall flow of guests through our Venue entrances if necessary.
• Plan, prepare and manage the relevant entrances for all the events and take crowd control measures accordingly.
• Ascertain and resolve guest concerns, requests, feedback and/or complaints in a timely, courteous, and informed manner, escalating guest concerns to management as necessary.
• Follow proper cash handling procedures and reconcile daily transactions.
• Prepare reports as needed and communicate with Audit and other relevant departments for the proper check and control.
• Work regular weekly shifts, including days, weekends, public holidays, and evening as assigned.
• Contribute to the continual improvement of our box office program through feedback to management and participating in regular team development initiatives.
• Supervising Ticket Agents’ greeting and orienting guests, checking guest’s pre-purchased tickets, and allowing them entrance once their time has arrived.
• Perform other duties as necessary or required by management.

QUALIFICATIONS:

Education

• High School Diploma required
• University degree in Economics, Finance, Computer Science, or related fields

Experience

• Previous experience in ticket selling, cash handling and credit card transactions
• Previous experience in ticketed tourist attractions preferred but not required

Skills / Competencies

• Excellent communication skills via all forms, including telephone, written, online and face to face
• Experience of working with ticketing databases
• Excellent computer skills with working knowledge of Microsoft Office
• Managerial and organizational skills in a fast-paced environment
• Ability to perform under pressure and have an attitude for problem solving
• Must be a self-motivated, innovative thinker who enjoys working with a diverse team in a highly dynamic environment
• Ability to speak and write English. Greek or any other language will be considered as an advantage
• Ability to work nights, weekends, public holidays

PERSONAL COMPETENCIES:

• Displays a high commitment to delivering results
• Leadership competence
• Communicates effectively
• Maintains a positive attitude and a genuine interest in helping others
• Maintains a very high standard of personal presentation at all times
• Able to interact and develop relationships with co-workers, contribute ideas and viewpoints,
• and adapt to changing circumstances and expectations
• Consistent attendance and punctuality
• Displays the highest level of integrity
• Self-motivated

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