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Key Responsibilities and Required Skills for Box Office Staff

💰 $ - $

Customer ServiceTicketingFront of HouseHospitalityVenue Operations

🎯 Role Definition

Box Office Staff are the frontline ticketing and guest-service professionals responsible for driving ticket sales, managing transactions, facilitating entry, and delivering excellent patron experiences before and during events. This role combines accurate cash and POS handling, proficiency with modern ticketing systems, strong communication and conflict-resolution skills, and the ability to coordinate with production, security, and front-of-house teams to ensure smooth operations and maximum attendance. Keywords: box office staff, ticket sales, ticketing systems, customer service, point-of-sale, will call, ticket scanning, accessibility seating.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Front of House Attendant / Usher
  • Retail Cashier or Point-of-Sale Clerk
  • Customer Service Representative

Advancement To:

  • Senior Box Office Representative / Lead Ticket Agent
  • Box Office Supervisor / Shift Lead
  • Box Office Manager / Patron Services Manager
  • Front of House Manager or House Manager

Lateral Moves:

  • Marketing & Audience Development Coordinator
  • Event Coordinator / Production Assistant
  • Concessions or Merchandise Manager

Core Responsibilities

Primary Functions

  • Serve as the primary point of contact for patrons at the box office, providing courteous and professional ticket sales and customer service in-person, by phone, and via email; clearly explain seating options, pricing, fees, and venue policies to drive sales and satisfaction.
  • Operate and maintain ticketing platforms (e.g., Tessitura, Spektrix, TicketingHub, Ticketmaster, AudienceView, Etix, Vendini) and POS systems to process single-ticket sales, subscriptions, memberships, and promotional codes accurately and efficiently.
  • Process cash, credit, debit, mobile wallet, and contactless payments; follow PCI-compliant procedures, balance cash drawers, prepare daily deposits, and reconcile sales with system reports to ensure financial accuracy and loss prevention.
  • Manage will-call, print-at-home, and mobile ticket distributions; locate and verify reservation details, issue replacement tickets per policy, and coordinate with marketing/roster lists for special holds or comps.
  • Scan, validate, and admit tickets at entry points using barcode/RFID scanners and handheld devices; troubleshoot scanning errors, reprint tickets when necessary, and enforce admission control procedures during high-volume ingress.
  • Handle exchanges, refunds, and resales in accordance with venue policies; evaluate special circumstances, escalate complex refund requests to management, and maintain detailed records of adjustments for auditing.
  • Maintain and monitor seating charts, venue maps, house capacities, and accessible seating allocations; process ADA reservations and companion seating requests while ensuring compliance with accessibility regulations and best practices.
  • Manage group sales, block bookings, and corporate accounts by coordinating pricing, invoicing, pick-up lists, and reserved seating to maximize group revenue and maintain strong client relationships.
  • Upsell premium seating, subscriptions, season tickets, and add-on services (parking, concessions vouchers, merchandise bundles) and capture donor or membership information to support development and retention goals.
  • Prepare accurate end-of-shift and end-of-day reports including ticket sales, attendance numbers, voids, comps, chargebacks, and daily revenue summaries; deliver reports to box office management and accounting for settlement.
  • Reconcile online sales and third-party platform settlements, monitor service fees and fees reconciliation, and coordinate with ticketing partners to resolve settlement discrepancies and chargebacks.
  • Maintain current knowledge of event schedules, pricing tiers, special offers, run times, and house rules; communicate critical show changes, pre-show notices, and delays to patrons and front-of-house staff in a timely manner.
  • Train, mentor, and supervise new box office hires and volunteers on ticketing software, cash handling procedures, customer service standards, and event protocols to build a consistent and capable team.
  • Coordinate closely with production, security, guest services, and stage management to time house openings, manage late seating policies, handle emergency evacuations, and control house capacity during events.
  • Implement crowd-flow and safety protocols for busy performances and special events, including rush ticketing, late seating, and post-show egress coordination to protect patron safety and maintain an orderly venue.
  • Maintain patron records in CRM systems, capture accurate contact and demographic information for marketing and fundraising follow-up, and ensure data privacy and GDPR/CCPA compliance where applicable.
  • Respond to escalated customer complaints and complex service issues with empathy and problem-solving, documenting incidents and resolutions and escalating to management when necessary to protect reputation and retention.
  • Monitor inventory of box office supplies, print assets, ticket stock, signage, and promotional materials; order and restock as needed and ensure all point-of-sale hardware and scanners are mission-ready for performance nights.
  • Execute outreach and phone campaigns for last-minute sales, no-shows, or subscription renewals; coordinate call lists and administrative follow-ups to convert interest into revenue.
  • Coordinate with marketing and digital teams to implement special promo codes, discount campaigns, and pre-sale windows, ensuring accurate activation and reporting of campaign performance.
  • Administer membership and donor benefits at point of sale, including renewal processing, benefits redemptions, and issuance of donor comps or special access passes.
  • Conduct nightly audits and nightly settlements for multiple ticketing channels (in-person, phone, online), documenting any discrepancies and preparing supporting documentation for finance.
  • Support access control and front-of-house during transitions such as seating changes, late arrivals, and aisle seating to minimize disruption and maintain patron satisfaction.
  • Participate in emergency response and incident reporting for situations such as medical events, lost patrons, or security incidents; complete incident reports and follow venue protocols for escalation.

Secondary Functions

  • Assist marketing and development teams by exporting segmented attendance lists and donation histories from CRM/ticketing systems for targeted outreach and reporting.
  • Contribute to seasonal forecasting and capacity planning by providing historical sales patterns, house-fill trends, and on-sale feedback to box office leadership.
  • Support special event logistics, including artist ticketing requests, guest lists, and backstage access passes, coordinating with production and artist relations.
  • Participate in software upgrades, testing, and rollout of new ticketing or POS features by providing end-user feedback and validating functionality before live deployment.
  • Perform light administrative duties such as filing, mailings, membership welcome packages, and preparing will-call lists for busy performance periods.

Required Skills & Competencies

Hard Skills (Technical)

  • Proficiency with modern ticketing systems such as Tessitura, Spektrix, Ticketmaster, AudienceView, Etix, Vendini, or equivalent enterprise ticketing platforms.
  • Experience using point-of-sale (POS) systems and integrated payment terminals; strong cash handling and cash reconciliation skills.
  • Familiarity with barcode/RFID ticket scanners, handheld validation devices, and front-of-house scanning workflows.
  • Knowledge of CRM and patron database management (e.g., PatronManager, Salesforce for arts, Tessitura CRM).
  • Strong basic numeric and reconciliation skills for daily settlements, reporting, and deposit preparation.
  • Understanding of PCI compliance, cardholder data handling best practices, and secure payment processing.
  • Competence with Microsoft Office (Excel for sales reports, Word, Outlook) and cloud tools (Google Workspace) for reporting and communication.
  • Ability to export, manipulate, and analyze ticketing and sales data to produce routine reports and summarize daily/weekly trends.
  • Familiarity with will-call, will-call manifests, guest list management, and group-sales invoicing.
  • Experience processing refunds, exchanges, and issuing comps in accordance with organizational policies.
  • Knowledge of ADA seating protocols and experience managing accessibility requests and accommodations.
  • Experience coordinating settlements with third-party ticketing vendors and reconciling service fees and chargebacks.

Soft Skills

  • Exceptional customer service orientation with a warm, professional demeanor and the ability to de-escalate tense situations.
  • Clear verbal and written communication skills for interacting with patrons, colleagues, and external partners.
  • Strong attention to detail and accuracy when handling money, tickets, and patron records.
  • Excellent problem-solving and critical-thinking skills to resolve ticketing anomalies and customer disputes.
  • Ability to multitask and prioritize in a fast-paced, high-volume environment, especially on performance nights.
  • Team-oriented mindset with the ability to collaborate with production, security, marketing, and volunteer teams.
  • Patience, empathy, and cultural sensitivity when serving diverse audiences, including patrons with accessibility needs.
  • Time management and punctuality—reliable attendance for rehearsals, events, and late-night shifts.
  • Sales aptitude with the confidence to upsell subscriptions, premium seats, and ancillary products.
  • Adaptability to evolving schedules, last-minute changes, and seasonal demands of the performing-arts calendar.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or equivalent. Proven customer-service experience may substitute for formal education.

Preferred Education:

  • Associate's or Bachelor's degree in Arts Administration, Hospitality, Business, Communications, or a related field is preferred for supervisory and managerial tracks.

Relevant Fields of Study:

  • Arts Administration
  • Hospitality Management
  • Business Administration
  • Communications
  • Event Management

Experience Requirements

Typical Experience Range:

  • 0–3 years of customer-facing experience; many employers hire entry-level candidates with a strong customer-service background.

Preferred:

  • 1–3 years of prior box office, ticketing, or front-of-house experience; candidates with experience on Tessitura/Spektrix or agency platforms and demonstrated cash/POS handling are preferred.
  • Supervisory or lead experience for senior or managerial postings (2+ years).
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