Torchora
Back to Home

Key Responsibilities and Required Skills for a Ticketing Supervisor

💰 $45,000 - $65,000

ManagementCustomer ServiceHospitalityArts & EntertainmentEvents

🎯 Role Definition

A Ticketing Supervisor is the operational heart of a venue's box office, blending hands-on leadership, technical system management, and world-class customer service. This essential role ensures the seamless and efficient execution of all ticket sales, from initial event setup to final reconciliation. You will be responsible for leading and mentoring a team of ticketing professionals, resolving complex customer issues, and collaborating with multiple departments to guarantee a positive and memorable experience for every guest. The ideal candidate is a proactive problem-solver who thrives in a fast-paced, event-driven environment and is passionate about delivering excellence.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Lead Ticketing Agent / Box Office Lead
  • Senior Customer Service Representative
  • Event Operations Coordinator

Advancement To:

  • Ticketing Manager / Box Office Manager
  • Director of Guest Services
  • Venue Operations Manager

Lateral Moves:

  • Group Sales Manager
  • Event Coordinator / Manager
  • Patron Services Manager

Core Responsibilities

Primary Functions

  • Supervise, train, and schedule a team of Ticketing Representatives, providing ongoing coaching, performance feedback, and professional development to ensure high standards of service and operational excellence.
  • Oversee the day-to-day operations of the box office, including window sales, phone sales, and will-call services, ensuring smooth and efficient customer flow, especially during high-traffic periods.
  • Manage the complete lifecycle of event ticketing, including building events, creating price tables, managing holds, and placing events on sale within the primary ticketing system (e.g., Ticketmaster, Tessitura, AXS).
  • Act as the primary escalation point for complex customer service issues, resolving patron complaints with diplomacy and finding effective solutions to ensure guest satisfaction.
  • Conduct daily, weekly, and event-based financial reconciliation, including balancing cash drawers, preparing deposits, and generating detailed sales and settlement reports for finance and promoters.
  • Develop, implement, and enforce standard operating procedures (SOPs) for all box office functions to maintain consistency, accuracy, and efficiency across the team.
  • Maintain a comprehensive and expert-level understanding of the ticketing software, serving as the go-to resource for staff troubleshooting and system-related inquiries.
  • Coordinate with promoters, clients, and internal departments (Marketing, Production, Operations) to manage ticket holds, complimentary ticket requests, and special offer setups.
  • Ensure strict adherence to Payment Card Industry (PCI) compliance standards and internal cash handling policies to protect customer data and company assets.
  • Monitor ticket inventory across all sales channels to maximize revenue, prevent overselling, and identify potential issues or sales trends.
  • Manage all aspects of accessible (ADA) seating requests and sales, ensuring compliance with legal requirements and providing a supportive experience for patrons with disabilities.
  • Oversee the execution of will-call and guest list operations on event days, ensuring a swift and organized ticket collection process for all patrons and VIPs.
  • Generate and distribute regular and ad-hoc reports on sales velocity, revenue, customer demographics, and other key performance indicators to key stakeholders.
  • Lead pre-shift meetings with the ticketing team to disseminate critical event information, sales goals, and customer service priorities.
  • Maintain and troubleshoot all box office hardware, including terminals, printers, and scanners, coordinating with IT or external vendors for repairs as needed.
  • Manage the fulfillment of season ticket packages, group sales orders, and other special ticketing programs from order processing through to ticket distribution.
  • Ensure all public-facing event and ticketing information on the website and other platforms is accurate, clear, and up-to-date.
  • Conduct regular performance evaluations for ticketing staff, identifying areas for growth and creating action plans for improvement.
  • Assist in the strategic planning and forecasting of ticketing revenue and operational expenses in collaboration with the Ticketing Manager.
  • Champion a positive, team-oriented work environment that encourages collaboration, communication, and a shared commitment to exceptional service.

Secondary Functions

  • Collaborate with Marketing and Group Sales departments to implement promotions, manage allocations, and ensure cohesive campaign execution across all platforms.
  • Analyze sales data and ticketing trends to provide actionable insights and recommendations for pricing strategies, inventory management, and marketing efforts.
  • Assist in the development and documentation of departmental policies, procedures, and training manuals to enhance efficiency and service quality.
  • Participate in cross-departmental planning meetings to represent the ticketing department and coordinate event logistics from a guest service perspective.

Required Skills & Competencies

Hard Skills (Technical)

  • Advanced Ticketing System Proficiency: Expert-level knowledge of at least one major ticketing platform (e.g., Ticketmaster Host/Archtics, Tessitura, AXS, AudienceView, Spektrix, SeeTickets).
  • Financial Acumen: Strong skills in cash handling, daily financial reconciliation, deposit preparation, and generating detailed sales reports.
  • Data Analysis: Ability to read, interpret, and report on sales data to identify trends and inform business decisions.
  • Microsoft Office Suite: High proficiency in Microsoft Excel for reporting and analysis, as well as Word and Outlook for communication.
  • POS Systems: Experience operating and troubleshooting Point of Sale systems and credit card terminals.
  • Inventory Management: Proven ability to manage and monitor ticket inventory, holds, and dynamic pricing models.

Soft Skills

  • Leadership & Mentorship: Demonstrated ability to lead, train, motivate, and evaluate a diverse team in a high-pressure environment.
  • Exceptional Communication: Superior verbal and written communication skills for interacting with patrons, staff, and executive leadership.
  • Problem-Solving & Conflict Resolution: The ability to think critically and calmly resolve escalated customer and operational issues with tact and efficiency.
  • Unwavering Attention to Detail: Meticulous approach to event building, financial reporting, and quality control to ensure 100% accuracy.
  • Adaptability & Composure: Thrives in a fast-paced, unpredictable event environment and maintains a calm, professional demeanor under pressure.
  • Customer-Centric Mindset: A genuine passion for providing outstanding guest service and creating positive experiences.

Education & Experience

Educational Background

Minimum Education:

  • High School Diploma or GED equivalent.

Preferred Education:

  • Associate's or Bachelor's degree.

Relevant Fields of Study:

  • Hospitality or Arts Management
  • Business Administration
  • Communications
  • Marketing

Experience Requirements

Typical Experience Range:

  • 3-5 years of progressive experience in a high-volume box office, call center, or ticketing environment for a venue, sports team, or arts organization.

Preferred:

  • A minimum of 1-2 years of experience in a supervisory, team lead, or management capacity is strongly preferred.
Explore More Careers