Job Description

Reporting to the General Manager of Entertainment Operations, the Ticket Office and Showroom Manager will be required to:

• Manage the Ticketing Office operations for the resort.
• Build, program, maintain, modify and manage all ticketed events in the ticketing system.
• Serve as expert in troubleshooting all ticketing software and hardware issues.
• Monitor online sales and run reports as requested.
• Ensure that daily sales and front of house reports are created and distributed as required.
• Collaborate with various departments to create ticket packages and promotions.
• Work with and communicate on a regular basis with our ticket systems partners.
• Process executive, promoter, marketing and artist ticket orders as requested by the various entities.
• Audit all event holds daily and recommend additions or reductions based on sales performance.
• Provide all reports necessary to settle shows nightly and at the end of a run.
• Review the department structure and come up with suggestions for operational efficiencies.
• Make suggestions on new and streamlined ways to deliver tickets to the guests that will not affect the customer experience.
• Look for ways to automate the workflow processes for the department.
• Oversee the day-to-day operations of the Ticket Office and Showrooms.
• Manage the Ticket Office and Showroom staff. Complete staff performance reviews. Hire and train new employees. Oversee all discipline issues, counselling notices and terminations.
• Motivate the Ticket Office Staff to maximize ticket sales and facilitate distribution of information regarding shows.
• Oversee department schedules and oversee payroll for Ticket Office and Showroom Staff.
• Facilitate needs related to the department in conjunction with Concierge, Front Desk, Advertising, Marketing, Accounting, and Call Center.
• Communicate regularly and work with AEG on all Headliners in the Encore Theater to guarantee successful shows and events.
• Provide excellent customer service to guests, internal and external partners.
• Handle guest issues and complaints and work with security and hotel managers as needed.
• Oversee the Front of House budget and track expenses.
• Oversee and manage all HR related paperwork in conjunction with the Executive Director of Cast Relations.
• Create and update the Ticket Office Department Policy and Procedure Manual.
• Establish and maintain an excellent working relationship with various departments throughout the resort.
• Attend meetings as required.
• Develop and maintain a safe working environment and safety procedures for staff.
• Maintain and enforce all company policies and procedures.
• Create a positive atmosphere for all staff.
• Perform all other duties as assigned.

Qualifications

• Must have a high school diploma or equivalent, preferably a bachelor’s degree in a related field.
• A minimum of five (5) years’ experience in Ticket Office Management, preferably with prior experience running a showroom.
• Must have prior experience managing union employees.

Knowledge, Skills and Abilities:

• Must have advanced knowledge of Archtics, Ticketmaster Host, TM1, and Presence.
• Must have knowledge of a variety of other ticketing systems.
• Must have prior experience building and creating shows in ticketing systems.
• Must have the ability to create, implement and work within fiscal budgets.
• Must be able to manage staff and perform under pressure.
• Must be able to function in a stressful environment.
• Must possess outstanding organizational skills, as well as excellent attention to detail.
• Must be able to manage, prioritize and complete multiple tasks in a timely manner.
• Must possess excellent problem-solving skills, strong organization skills and strong interpersonal skills with proven talents in leadership and teamwork.
• Must be a team builder and be able to create strong teams.
• Must have the ability to produce high quality work in a limited time frame.
• Must possess excellent written and verbal communication skills.
• Must have excellent phone etiquette.
• Must have strong computer skills and proficiency in Microsoft Office 365
• Must be able to work a flexible schedule (evenings, weekends, holidays and long hours).
• Must have the ability to work with individuals from different cultures and backgrounds.

Additional Information

Wynn Resorts is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Wynn Resorts does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws confidential according to EEO guidelines.