Venue Box Office Supervisor

JOB DESCRIPTION

The Venue Box Office Supervisor oversees the successful execution of box office operations on location at our various festival venues. They provide guidance and assistance to our Venue Box Office Agents and ensure that as a team we are offering a warm and welcoming experience for our patrons. This position reports to the Venue Box Office Manager. The ideal candidate will have exceptional customer service skills, a pro at troubleshooting and a have a team-first attitude. Festival box office experience and supervisory experience is an asset. The position offers an excellent opportunity to be part of a strong and supportive team, gain experience valuable experience and be right in the thick of the festival environment.

KEY RESPONSIBILITIES

• Help train, support, and guide Venue Box Office Agents;
• Supervise a team of agents throughout their shift by sharing expertise, course-correcting, scheduling breaks, ensuring Hot Docs’ policies and protocols are implemented, and identifying areas for praise and improvement;
• Offering escalated customer service to patrons with challenging ticketing and/or seating issues;
• Daily set up and strike the Venue Box Office;
• Troubleshoot ticketing, payment, hardware, and internet issues as needed;
• Communicate with Front-of-House Assistants (FOHAS) to ensure all teams are aligned supporting the consistent and accurate flow of information;
• Facilitate professional and efficient ticket sales in a fast-paced customer service environment, including rush ticket lines and/or surprise screenings;
• Manage cash at venues including maintaining a float and counting cash for daily cash-outs;
• Assisting with meeting the ticket and seating needs of guests with disabilities, filmmakers, volunteers, industry delegates, and other key stakeholders;
• Maintaining accurate guest and ticketing records in the ticketing database;
• Daily set-up and/or tear-down of box office materials;
• In-person presence at Festival venues and for training sessions;
• Flexible approach to workplace location and hours (including occasional evenings and weekends) contingent on the operating needs of the organization. 

QUALIFICATIONS

• Experience as a supervisor in a box office, ticket sales, or festival environment is strongly preferred;
• Proficiency and experience in the use of Agile Ticketing, Moneris devices, and cash handling is strongly preferred but not required; 
• Experience with other ticketing databases, CRM tools, and other payment processors is also an asset;
• Strong interpersonal skills in a fast-paced setting including a well-developed customer service toolkit and de-escalation skills;
• Familiarity with navigating escalated circumstances with a variety of audience segments including patrons, volunteers, industry delegates, and staff;
• A collaborative supervision and working style fostering a positive and engaging work environment;
• Commitment to barrier-free access and supporting the needs of all who enter Hot Docs spaces.

EQUITY STATEMENT
Hot Docs is a forum to share stories and perspectives on the people, issues and events that shape our world, and we encourage respectful discussion and debate to foster greater understanding and empathy.
 
An integral component of this is Hot Docs’ commitment to fostering an organizational culture that brings together people with different races, identities, abilities, experiences and skills. Hot Docs is committed to reflecting the diverse communities we serve in the stories we present and also in our workforce. We encourage applications from diverse communities and welcomes applicants who have demonstrated a commitment to upholding the values of equity, diversity, and inclusion.

ACCOMMODATION STATEMENT
Hot Docs encourages applications from qualified candidates and will accommodate applicants’ needs throughout all stages of the recruitment and selection process.  Please advise the Hiring Manager to ensure your accessibility needs are accommodated throughout this process.  Information received relating to the accommodation will be addressed confidentially.