Address
Form of workEssential Duties
FRONT OF HOUSE 1. Develops and implements on-going strategies and plans for high quality customer service that maintain and develop positive relationships with audiences. 2. Supervises front of house operations. Trains and oversees front of house personnel. 3. Oversees, and implements as appropriate, all aspects of concessions purchasing, inventory and sales. 4. Develops comprehensive front of house training program and documentation. Ensures consistency in policies, procedures and implementation across the School. 5. Serves as liaison to School's Operations Department. 6. May perform other duties as assigned. BOX OFFICE 1. In absence of Associate Director of Audience Services, oversees Box Office staff. Serves as evening and weekend audience services manager; oversees staff. 2. Resolves patron problems and complaints. 3. Performs daily Box Office procedures and runs reports. 4. Participates in marketing analysis and researches projects. Creates reports and makes recommendations. 5. Participates in the writing, compilation and preparation of department manuals. 6. Assists in the support of graduate student managers serving in professional work assignments. 7. Reads production scripts and attends at least one performance. 8. Sells tickets to performances. 9. May perform other duties as assigned.
Required Education and Experience
1. Eight years of related experience, six of them in the same job family at the next lower level and a high school level education; or six years of related experience and an Associate's Degree; or two years of related work experience and a Bachelor's Degree; or an equivalent combination of experience and education. 2. Box Office and House Management experience. 3. Customer service and/or sales experience. 4. Performing arts experience.
Background Check Requirements
All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. For additional information on the background check requirements and process visit "Learn about background checks" under the Applicant Support Resources section of Careers on the It's Your Yale website.
Position Focus:
Manage Box Office operations, including setup of events, financial reconciliation, reporting, and troubleshooting basic system problems. Set and enforce policies and procedures for sales of tickets, packages, and subscriptions, including ADA, Patron, and VIP seating. Manage reservation and distribution of house seats and complimentary tickets for students, faculty, and staff. Cooperate with Concert Office Manager and Communications team to devise special offers to promote ticket sales. Send solicitation letters and administer benefit programs for donors to major concert series. Reconcile daily financial transactions, in cooperation with Business Office and Development. Supervise 6-10 student workers in their work handling Box Office phone and window sales, Box Office will-call, and program creation and production. Resolve any escalated customer service issues with ticket buyers. Distribute information when recitals and concerts are canceled or postponed. Negotiate pricing, policies, and fees with outside organizations for their events to be ticketed by YSM. Liaise with outside organizations that ticket YSM events, including the Shubert Theater, Carnegie Hall, and Box Offices at other run-out locations. Oversee setup of remote Box Office service locations for Woolsey Hall and ticketed concerts at other venues on campus. Oversee concert office phone and email accounts. Ensure that messages are responded to or forwarded to the correct party in a timely manner. Programming (Tessitura) Train student and casual Box Office staff in Tessitura software for ticket sales. Setup and train YSM employees in the use of Tessitura for finance and development purposes. Serve as the primary resource for The Collection and Norfolk Box Office staff in Tessitura and Box Office procedures. Enter and update concert information into Tessitura for ticket sales and display on YSM website. Program and implement special ticket offers in Tessitura. Enter gifts and process donation acknowledgments in Tessitura. Process completed contracts for student recitals, and enter recital information into Tessitura for display on YSM website. Manage constituent data on all customers and donors, as well as YSM students, faculty, staff, and alumni. Ensure data stays clean and up to date. Design and run lists and extraction sets in Tessitura to extract constituent data as needed for any YSM business purposes. Pull reports from Tessitura as needed for any YSM business purposes. Help YSM Tessitura users with any problems as they arise; escalate issues to Yale Tessitura Consortium director or Tessitura Network help staff as needed. Lead the testing and implementation of enhancements and updates to Tessitura.
Posting Disclaimer
The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the particular position. Employees will be assigned specific job-related duties through their hiring departments.
EEO Statement:
University policy is committed to affirmative action under law in employment of women, minority group members, individuals with disabilities, and protected veterans. Additionally, in accordance with Yale's Policy Against Discrimination and Harassment, and as delineated by federal and Connecticut law, Yale does not discriminate in admissions, educational programs, or employment against any individual on account of that individual's sex, sexual orientation, gender identity or expression, race, color, national or ethnic origin, religion, age, disability, status as a special disabled veteran, veteran of the Vietnam era or other covered veteran.
Inquiries concerning Yale's Policy Against Discrimination and Harassment may be referred to the Office of Institutional Equity and Accessibility (OIEA).
COVID-19 Vaccine Requirement
The University maintains policies pertaining to COVID-19. All faculty, staff, students, and trainees are required to comply with these policies, which may be found here:
https://covid19.yale.edu/health-guidelines
FRONT OF HOUSE 1. Develops and implements on-going strategies and plans for high quality customer service that maintain and develop positive relationships with audiences. 2. Supervises front of house operations. Trains and oversees front of house personnel. 3. Oversees, and implements as appropriate, all aspects of concessions purchasing, inventory and sales. 4. Develops comprehensive front of house training program and documentation. Ensures consistency in policies, procedures and implementation across the School. 5. Serves as liaison to School's Operations Department. 6. May perform other duties as assigned. BOX OFFICE 1. In absence of Associate Director of Audience Services, oversees Box Office staff. Serves as evening and weekend audience services manager; oversees staff. 2. Resolves patron problems and complaints. 3. Performs daily Box Office procedures and runs reports. 4. Participates in marketing analysis and researches projects. Creates reports and makes recommendations. 5. Participates in the writing, compilation and preparation of department manuals. 6. Assists in the support of graduate student managers serving in professional work assignments. 7. Reads production scripts and attends at least one performance. 8. Sells tickets to performances. 9. May perform other duties as assigned.
Required Education and Experience
1. Eight years of related experience, six of them in the same job family at the next lower level and a high school level education; or six years of related experience and an Associate's Degree; or two years of related work experience and a Bachelor's Degree; or an equivalent combination of experience and education. 2. Box Office and House Management experience. 3. Customer service and/or sales experience. 4. Performing arts experience.
Background Check Requirements
All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. For additional information on the background check requirements and process visit "Learn about background checks" under the Applicant Support Resources section of Careers on the It's Your Yale website.
Position Focus:
Manage Box Office operations, including setup of events, financial reconciliation, reporting, and troubleshooting basic system problems. Set and enforce policies and procedures for sales of tickets, packages, and subscriptions, including ADA, Patron, and VIP seating. Manage reservation and distribution of house seats and complimentary tickets for students, faculty, and staff. Cooperate with Concert Office Manager and Communications team to devise special offers to promote ticket sales. Send solicitation letters and administer benefit programs for donors to major concert series. Reconcile daily financial transactions, in cooperation with Business Office and Development. Supervise 6-10 student workers in their work handling Box Office phone and window sales, Box Office will-call, and program creation and production. Resolve any escalated customer service issues with ticket buyers. Distribute information when recitals and concerts are canceled or postponed. Negotiate pricing, policies, and fees with outside organizations for their events to be ticketed by YSM. Liaise with outside organizations that ticket YSM events, including the Shubert Theater, Carnegie Hall, and Box Offices at other run-out locations. Oversee setup of remote Box Office service locations for Woolsey Hall and ticketed concerts at other venues on campus. Oversee concert office phone and email accounts. Ensure that messages are responded to or forwarded to the correct party in a timely manner. Programming (Tessitura) Train student and casual Box Office staff in Tessitura software for ticket sales. Setup and train YSM employees in the use of Tessitura for finance and development purposes. Serve as the primary resource for The Collection and Norfolk Box Office staff in Tessitura and Box Office procedures. Enter and update concert information into Tessitura for ticket sales and display on YSM website. Program and implement special ticket offers in Tessitura. Enter gifts and process donation acknowledgments in Tessitura. Process completed contracts for student recitals, and enter recital information into Tessitura for display on YSM website. Manage constituent data on all customers and donors, as well as YSM students, faculty, staff, and alumni. Ensure data stays clean and up to date. Design and run lists and extraction sets in Tessitura to extract constituent data as needed for any YSM business purposes. Pull reports from Tessitura as needed for any YSM business purposes. Help YSM Tessitura users with any problems as they arise; escalate issues to Yale Tessitura Consortium director or Tessitura Network help staff as needed. Lead the testing and implementation of enhancements and updates to Tessitura.
Posting Disclaimer
The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the particular position. Employees will be assigned specific job-related duties through their hiring departments.
EEO Statement:
University policy is committed to affirmative action under law in employment of women, minority group members, individuals with disabilities, and protected veterans. Additionally, in accordance with Yale's Policy Against Discrimination and Harassment, and as delineated by federal and Connecticut law, Yale does not discriminate in admissions, educational programs, or employment against any individual on account of that individual's sex, sexual orientation, gender identity or expression, race, color, national or ethnic origin, religion, age, disability, status as a special disabled veteran, veteran of the Vietnam era or other covered veteran.
Inquiries concerning Yale's Policy Against Discrimination and Harassment may be referred to the Office of Institutional Equity and Accessibility (OIEA).
COVID-19 Vaccine Requirement
The University maintains policies pertaining to COVID-19. All faculty, staff, students, and trainees are required to comply with these policies, which may be found here:
https://covid19.yale.edu/health-guidelines
