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Box Office Manager

Joshua M. Freeman Foundation

This is a Contract position in Selbyville, DE posted November 26, 2021.

The Box Office Manager is charged with seeking out and booking memorable arts experiences to be presented at Freeman Arts Pavilion and in the office, along with managing the ticketing system and patron purchase experience. This individual will coordinate and manage offers and contracts with our talent buyer and internal team. Additionally, this position will have full knowledge of the ticketing system and manage the box office to ensure an optimum patron experience.

Freeman Arts Pavilion, an open-air performing arts venue located near Fenwick Island, Delaware, first opened in the summer of 2008. A program of the Joshua M. Freeman Foundation, a fundraising 501(c)3 nonprofit arts organization, Freeman Arts Pavilion presents diverse programming in the genres of dance, live music, theatre and children’s programming.

Anticipated Work Schedule

During the off season, this position works a normal 40 hour per week schedule, with some weekends as needed. However, during the summer season, the schedule will be event-driven, including evenings, weekends, and some holidays.

Core Values Accountabilities

The Box Office Manager is accountable to provide leadership within the organization and to live, model and teach the core values as stated: We are committed to setting the standard for:

  • Community: We whole-heartedly welcome all.
  • Connection: We create positive environments and build strong relationships.
  • Innovation: We are an outlet for creativity, collaboration and transformation.
  • Service: We focus on the person and deliver game-changing outcomes.
  • Excellence: We passionately commit to its pursuit.
  • Celebration: We have fun and honor success

Primary Duties and Responsibilities

Program Booking

  • Work with relevant parties to develop schedules, establish needs, and organize events.
  • In collaboration with the Executive Director, seek out and book performance groups, such as tribute acts, family performances, and children’s performances.
  • Partner with talent buyer and Executive Director to review offers, schedules and contracts for national recording artists.
  • Act as contract administrator: review contracts, organize and manage digital filing and reporting systems as well as riders and all pertinent performance information.
  • Process check requests and or payments per contract on a timely basis.
  • Report artist ticket counts to agencies per established schedule.
  • Report final settlement sales information to agencies within 48 hours of performance.
  • Distribute contracts to appropriate internal staff and contractors. Update and manage files and distribution as necessary.
  • Create and maintain systems to track the booking and forward planning of events so that deadlines and budgets are met.
  • Support the annual budget and on-going forecast process for performance and box office expenditures.

Ticketing

  • Expert on ticketing systems – knowledgeable in all aspects: building events, transactions, refunds, reporting, etc.
  • Respond to all patron inquiries related to ticketing and box office information
  • Execute all ticket transactions in a timely, courteous and professional manner
  • Manage “will call” ticket program
  • Manage all internal holds, artist holds and artist ticketing requests
  • Manage artist fan club and VIP early access ticketing
  • Facilitate ticket counts for artist management and provide reporting when requested
  • Process ticket refund requests in accordance with policies and procedures
  • Provide attendance and ticket sale reporting
  • Oversee box office schedule and task management
  • Submit annual budget recommendations for the box office and track progress towards maintaining the budget throughout the fiscal year

Administrative Operations

  • Knowledgeable about Freeman Arts Pavilion, its programs, venue policies and safety plan and able to communicate information in a courteous manner
  • Support Standards for Excellence accreditation, processes and other nonprofit accreditations that further the expertise and effectiveness of Joshua M. Freeman Foundation
  • Work either inside the Box Office at Freeman Arts Pavilion or at the JMFF office and may be asked to perform additional duties as needed
  • Act as primary resource for Freeman Arts Pavilion information as it relates to performances and ticketing
  • Manage all aspects of the Ring Central phone system, including ensuring appropriate voicemail messaging is in place for the general and box office phone number
  • Other duties as assigned

Measures of Success

  • Increase efficiency of performance booking process
  • Effectively manage contracts from signing to performance completion
  • Meet established revenue goals
  • Achieve 95% patron satisfaction
  • Timely processing of department reporting
  • Completion of projects in a timely manner and within budget

Knowledge, Skills, Abilities and Other Characteristics

  • Personable, positive and diplomatic individual with integrity and a sense of humor, who works effectively with Board, donors, volunteers and staff
  • Ability to communicate both verbally and in written form in an accurate, concise, professional and effective manner
  • Ability to prioritize and follow-through on several projects/tasks simultaneously
  • Ability to remain professional at all times especially when under pressure
  • Ability to establish and maintain effective working relationships with the public, employees and volunteers
  • Budget management
  • Ability to articulate and measure results within a variety of metrics including financial, aesthetic, programmatic and experiential
  • Demonstrated ability to embrace change, to flourish in a complex and dynamic organization and to be flexible in a constantly evolving, often ambiguous environment
  • Demonstrated ability to problem solve and develop contingency plans quickly (and to support staff accordingly)
  • Articulate, with solid oral and written communications and presentation skills
  • Demonstrate good work ethic and the ability to work without direct supervision
  • Ability to follow directions accurately
  • Strong initiative, self-confidence, creativity, and entrepreneurial skills, one who enjoys working as a team player but also has the capability to work independently and as a self-starter
  • Well-organized, able to plan and manage strategically yet have sufficient focus on details to assure effective implementation and follow through
  • Genuine interest in the arts and understands and supports the Foundation’s mission with natural ability to articulate this mission and role to others
  • An innate ability to inspire those working with him/her toward accomplishing common objectives and goals

Required Experience/Abilities

  • Bachelor’s degree in arts management, business, or equivalent experience
  • Basic understanding of entertainment management and production
  • Understanding of working in a non-profit environment with volunteers
  • Strong technical and computer skills- proficiency with Microsoft 365/Office Suite
  • Ability to create and manipulate documents using both Microsoft Suite, and Adobe products (MS Word, Excel, PowerPoint)
  • Strong experience working with 3rd party ticketing systems and developing seat maps and performance events, manage programming changes, patron records and selling tickets within the back-end application of the software.
  • Customer service experience, preferably in the ticketing, entertainment, non-profit arts or hospitality industries.
  • CPR/AED Certified
  • Ability to maintain confidentiality and discretion
  • The incumbent must be able to work in a fast-paced environment with demonstrated ability to prioritize multiple, competing tasks and demands and to seek supervisory assistance as appropriate.

Physical Requirements

  • Sitting, standing and walking for periods of up to 4 hours or more, working with a computer
  • Regularly required to communicate in person and on the telephone
  • Infrequently lifting and moving equipment and materials that weigh up to 30 pounds

General Information

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified. Position descriptions may be modified at the discretion of the Foundations at any time with or without notice to incumbents currently in the position. All reasonable efforts will be made in order to notify incumbents of position description changes. Reasonable accommodations will be made for those qualified incumbents with a disability, as stated under the ADA. For more information or to request a reasonable accommodation, please contact Human Resources.

Job Type: Full-time

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Employee assistance program
  • Employee discount
  • Flexible spending account
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Parental leave
  • Vision insurance

Schedule:

  • 8 hour shift
  • Holidays
  • Monday to Friday
  • Night shift
  • Weekend availability

COVID-19 considerations:
Masks are required in the office.

Work Location: One location

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