Supervisor, Box Office

About the role

Under the direction of the Manager, Box Office, the Supervisor, Box Office leads the successful operation of all box office activities corresponding with the Event Center at Yaamava' Resort and Casino. Oversees the daily operations and fiscal aspects of the Box Office while ensuring compliance with department policies and procedures. Holds responsibility for the scheduling and training of designated team members in relation to ticketing functions as needed for the Event Center at Yaamava' Resort & Casino. ESSENTIAL DUTIES AND RESPONSIBILITIES 1. Leads all ticket manifests as they pertain to event creation and oversight. Collaborates with Guest Services and external vendors to ensure the successful coordination of all Box Office activities. 2. Resolves problems and responds to policy or procedural questions as needed. Handles all customer concerns before and during events, inclusive of any formal complaint resolutions. 3. Oversees will-call for all ticketed events as they pertain to the Yaamava' Event Center and ensures compliance to all relevant ticket laws. Processes promotional and complimentary ticket logs. 4. Collaborates with Guest Services, Ushers, and VIP personnel to ensure events are successful. Ensures rider requirements are met and contract processes are executed as needed. Verifies end of shift closing duties for Box Office are completed. 5. Oversees the fiscal operations of daily reconciliations and proper cash handling procedures. Runs reports and comparisons on quarterly and yearly revenue variances for the Entertainment Department and General Administration. Develops, compiles, edits and proofs Audit Detail Reports; submits all reports to Casino Accounting for final balancing. Ensures accuracy of transactions and compliance with Yaamava' policies and procedures. 6. Manages the scheduling and training of team members in relation to event show coverage; ensures all team members are properly trained in handling customer issues and complaints. 7. Leads the system upgrade process as it pertains to Box Office Operations inclusive of the occasional testing of new software and routine maintenance and troubleshooting; works with Information Technology Department and vendor to set up meetings and on-site visits. 8. Performs other duties as assigned to support the efficient operation of the department. SUPERVISORY RESPONSIBILITIES Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning reviewing and directing work; evaluating and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Makes hiring decisions and designs individual development plans with succession planning in mind for all key roles. EDUCATION , EXPERIENCE AND QUALIFICATIONS Bachelor's Degree in related field required. Minimum of two (2) years of Box Office or related experience required. Minimum of one (1) year of experience in financial analysis, inclusive of generating detailed reports preferred. Previous experience in a leadership capacity strongly preferred. Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above KNOWLEDGE, SKILLS AND ABILITIES (KSA) Previous experience using Ticketmaster or AXS required. Understanding of Box Office specific terminology required. Previous experience with the servicing of high-end clientele strongly preferred. Must possess intermediate proficiency in Microsoft Outlook, Word, Excel and Power Point. Must possess the ability to resolve conflicts in a customer focused, professional manner. Must be capable of multitasking in a high-volume setting. REQUIRED LICENSES, CERTIFICATIONS AND REGISTRATIONS At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license. Select One of the Following for Driving Responsibilities: No Driving Responsibilities: Role does not require a driver's license or insurance. PHYSICAL REQUIREMENTS/ WORKING CONDITIONS - ENVIRONMENT The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job. Primary work environment is in a climate-controlled resort and casino setting. Work requires travel to attend meetings, trade shows, and conferences. Incumbents may be required to work evening, weekend and holiday shifts. Must be able to work in a fast-paced, high-demand environment. Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally. Sedentary work: involves standing most of the time and may sit at times.. Constantly operates a computer and other

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