Senior Manager of Ticketing Box Office

SMG Jacksonville
300 A. Philip Randolph Blvd
Jacksonville, FL 32202
United States

Application Closing Date
Manages Others
Experience Required
Degree Required
Security Clearance Required
Employment Type
PartTime/Full Time
Work Schedule
No Travel

Job Description



SMG, the leader in privately managed public assembly facilities, has an excellent and immediate opening for the Senior Manager Of Ticketing & Box Office for SMG Jacksonville. Responsible for overseeing and directing the entire Box Office operation for all six SMG Jacksonville managed facilities. This position will ensure that the box office operates within the scope of generally accepted box office/accounting/banking practices and that the staff provides excellent customer service both internally and externally. In addition to performing the following duties, personally or through supervised staff, this position will be responsible for operating, training and overseeing the in- house Archtics program for personal seat licenses, suites and club tickets.



Essential Duties and Responsibilities


  • Work with venue directors to ensure efficient operations of the box office in each facility.

  • Direct and oversee daily operations as outlined in the SMG Box Office Manual.

  • Maintain the Archtics system and facilitate efficient communication between the Ticketmaster Host and Archtics programs.

  • Develop and nurture strong relationships with all of the current tenants in each facility.

  • Coordinate all event information between the promoter, facility personnel and the ticket company in a timely manner to ensure an accurate ticket build for all ticketed events.

  • Work with event promoters and appropriate personnel to establish ticket pricing, scaling and seating configurations.

  • Establish and maintain positive, effective working relationships with the promoter and other show personnel.

  • Build and modify all ticketed events when necessary.

  • Establish event files that correctly document how the show was built, with all of the event build details as well as any requested changes to the event over the life of the event.

  • On a daily basis, properly track all holds, comps, audits and ticket inventory schedules.

  • Manage internal, external and groups ticket orders, including strict limitations on complimentary ticket distribution as well as prompt, efficient turn-around times on all orders.

  • Act as the on-site Box Office representative on the day of events for all production changes, artist/promoter/VIP program needs, and all other box office related responsibilities including participating in the event settlement process.

  • On event nights, settle all box office activity with a prepared and complete box office statement.

  • Act as the main point of contact between Ticketmaster and SMG Jacksonville.
  • Maintain communication with Ticketmaster for any updates and/or revisions within the set-up of the ticketing system.
  • Monitor the daily ticket sales for all upcoming events and properly communicating the totals to venue directors and promoter representatives.
  • On a daily basis, accurately monitor the inventory of all tickets being distributed and available for sale.
  • Pay close attention to upcoming events with high/low sales volume, adjusting allotments to maximize availability and/or profit.
  • Develop, monitor and ensure that ticketing related financial information is easily and readily available to the accounting department.
  • Train the staff on proper cash handling procedures and maintain proper cash controls.
  • Accurately record daily cash received, cash advance orders, change orders and vault balances.
  • Properly balance the daily sales of the ticket sellers with regard to the number of tickets sold, money received from ticket sellers and the seller’s bank at the end of the day.

  • Audit the daily transactions and prepare the end of the day bank deposits.

  • Prepare and submit a daily sales report of the previous day’s business transactions.
  • Train appropriate box office personnel on latest Ticketmaster products and technologies to optimize box office operations

  • Train appropriate SMG Jacksonville staff on the use of the Archtics system, to optimize and expand our utilization of this Ticketmaster product across all our venues

  • Respond to customer complaints and service requests to maintain a positive rapport with the ticket buying public.

  • Supervise, instruct, and train ticket sellers as to the proper selling procedures.

  • Efficiently and courteously answer questions concerning prices, seating and events.

  • Demonstrate excellent customer service skills, respond promptly to customer needs, respond to requests for service and assistance, able to work independently and handle most box office questions without assistance.

  • Work with the SMG/Jacksonville staff to constantly develop and improve the processes, systems, policies and staff.

  • Act as Manager on Duty as needed for events.

  • Interview and hire cashiers.

  • All other duties assigned.



Supervisory Responsibilities    


Manage Full-Time Managers, Part-time Supervisors, Ticket Sellers and other Box Office staff.  Sr. Manager will be responsible for the overall direction, coordination, and evaluation of the staff as well as training on the Archtics program. Carry out supervisory responsibilities in accordance with SMG's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding; disciplining employees in conjunction with Human Resources; addressing complaints and resolving problems.




To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Education and/or Experience  


  • Bachelor’s Degree required

  • 10 years related box office or ticket experience required

  • Experience in customer service and supervision essential

  • Box office, Ticketmaster and Archtics experience required



    Skills and Abilities


  • Superior customer service and problem solving skills required.

  • Knowledge and experience with financial procedures and managing statistics electronically.

  • Previous supervisor and leadership experience.

  • Advance computer skills including proficiency in Microsoft Office required. Experience with Ticketmaster Host and Archtics ticketing systems required.

  • Must be able to work independently.

  • Ability to work irregular hours in addition to normal business hours as needed.

  • Excellent written and verbal skills, organizational ability, and interpersonal skills.

  • Ability to effectively supervise box office staff.

  • Ability to prioritize multiple projects.

  • Professional presentation, appearance and work ethic.


Computer Skills  

To perform this job successfully, an individual should have strong computer skills with ability to learn and master new applications.


Other Qualifications 


Working Environment – the working environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

  • May be exposed to moderate to extreme noise.

  • Exposed to moving mechanical parts.

  • Exposed to high, precarious locations.

  • Exposed to outside weather conditions.


  • Must be able to work extended and/or irregular hours, including nights, weekends, and holidays as needed



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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 While performing the duties of this job, the employee is regularly required to move around the facility; to stand for long hours during events; talk and hear. This position may require work inside or outside of


Specific physical demands of this job include, occasional sitting, focusing on and operating a personal computer several times a day, the ability to read printed words and numbers in printed form and on computer/terminal monitor, communicating by telephone for up to 30 minutes at a time on a daily basis, stand several times a day for up to five minutes to operate photocopier, FAX machine, hearing sufficient to clearly hear voices, alarms, bells and horns, daily standing and walking for up to 15 minutes at a time to move throughout the facility and service events and write using pen/pencil or personal computer keyboard for up to 30 minutes at a time on a daily basis.




The essential responsibilities of this position are described under the headings above.  They may be subject to change at any time due to reasonable accommodation or other reasons.  Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.


To Apply


Apply at-


External link:

Internal link:


Recruiter- Kimberly Escolano


300 A. Philip Randolph Blvd

SMG Jacksonville
Kimberly Escolano
300 A. Philip Randolph Blvd
Jacksonville FL 32202
United States