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BOX OFFICE MANAGER - BORGATA

Company: MGM Resorts International
Location: Atlantic City
Posted on: November 17, 2021

Job Description:

The Box Office Manager is responsible for the ongoing allocation of showroom and other event reservation inventories among different market segments in order to optimize customer mix and maximize yield.

  • Works diligently to support the S.H.O.W. Service Basic Standards culture and team philosophy throughout the department and the property of Borgata.
  • Responsible for the direct supervision of box office operations.
  • Handle customer interactions in person and over the telephone to handle ticket transactions and ensure quality customer care.
  • Lead the configuration and on going administration of the ticketing management software application, as well as other elements supporting web-based self service.
  • Work with casino marketing, customer care and entertainment teams to create a mix forecast and ensure maximum utilization of facilities.
  • Identify and exploit opportunities presented by emerging trends in reservations, distribution and no-show activity.
  • Apply the intelligence gained through trend analysis to the preparation of operating budgets as we as to operational procedures.
  • Create of the overall box office reservations and ticket distribution operational plan to include authorship of procedural guidelines, communications strategy and requisite training materials.
  • Daily analysis of booking performance compared with overall supply; making changes as necessary to restricted and restricted seating areas and customer segments as dictated by current yield management principles.
  • Assist the customer care quality assurance team with agent evaluations, particularly where entertainment reservations functions and up-sell/cross-sell opportunities are concerned;
  • Identify and recommend opportunities for staff advancement as well as cases in need of retraining and /or disciplinary action.
  • Establish and manage ongoing relationships with distribution agencies and wholesalers (e.g. Ticketmaster and etc.).Job Requirements
    • Must be able to work extensively with employees in a coaching, mentoring, training and a disciplinary capacity.
    • Must be able to handle a high degree of administrative work which requires repetitive finger and wrist motion(keyboard data entry), as well as prolonged viewing of data on the computer monitor.
      • Must be able to work holidays and weekends, as well as flexible shifts and/or unusual hours.
      • Bachelor's degree and/or 5 + years of directly related experience in casino hotel or related box office management role.
      • Strong knowledge of leading ticketing software applications (e.g. Ticketmaster, Showgate, Paciolan) along with proficiency with all MS office packages.
      • Proven ability to lead, direct, delegate and motivate others.
      • Demonstrate understanding of the complexities associated with the entertainment ticketing in a casino environment, as well as experience with self service applications.
      • Ability to identify emerging trends among complex, sometimes obscure data and articulate innovate, clear and proactive approaches to problem solving.

Keywords: MGM Resorts International, Camden , BOX OFFICE MANAGER - BORGATA, Administration, Clerical , Atlantic City, New Jersey

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