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Manager, Box Office and Call Center

Wollman Ice Rink New York, NY

  • Posted: over a month ago
  • Full-Time
  • Benefits: medical, vision, dental,
Job Description

Position Summary

Wollman Rink NYC is seeking an experienced, ticket operations professional to join their dynamic team. The ideal candidate has a strong understanding of box office, call center and guest service management and has experience with Tessitura ticketing system. The Manager, Box Office and Call Center is a key member of the Event Operations and Guest Services team, responsible for developing, launching, and managing customer service and ticket sales operations for the rink. The Manager will lead the frontline team, oversee ticket sales and service, and help achieve the service goals of Wollman Rink NYC. Through the hiring, training, and coordination of this team, this role will encourage and support staff to deliver exemplary customer service standards and uphold standard operating procedures that ensure a warm, welcoming and safe guest experience and work environment.

Essential Duties and Responsibilities

  • Demonstrate leadership qualities by managing and providing a work environment that promotes positive energy, creativity and teamwork among employees

  • Ensure team building and communications are a collaborative, working relationship with other departments. Provide team members with clear expectations to ensure a cohesive and productive team approach.

  • Manage customer satisfaction and employee concerns, individually or as a whole. Make effective decisions that help the business run smoothly and reach it objectives.

  • Ensure appropriate and effective throughput strategies are in place maintaining a world class experience for all visiting guests, ensuring an excellence in customer service for guests and staff alike

  • Support the growth, innovation and advancements across our ticketing and special event programs
  • Support the design and implementation of performance reporting & data analytics by collaborating with our Sales, Marketing, and IT teams
  • Ensure management of the skating sessions and performances, ticket inventory including authentication, fulfillment, distribution, and financial reconciliation
  • Manage and train staff during the preparation and delivery of daily operation and special events
  • Day-to-day management of the Tessitura system for event build(s), delivery, and reconciliation
  • Maintain and execute all procedures, manuals and policies to ensure that they are delivering the highest level of customer safety possible
  • Execute plans to increase employee productivity, motivation and morale
  • Conduct departmental performance appraisals; provide leadership and guidance in all employee corrective actions situations or performance management
  • Provide recommendations for training and development plans overseeing all departmental training

Educational Background Required

  • Bachelor’s degree, or relevant experience required

    Knowledge, Skills and Abilities

  • 5 years in a management/supervisory role with conducting training programs

  • Able to work under pressure to meet tight deadlines, conflicting demands, frequent interruptions, and heavy workloads

  • Ability to stand or walk for long periods of the day

  • Ability to work in varying weather conditions (including but not limited to cold and hot weather)

  • Flexible to work rotating shifts, which includes but is not limited to evenings, weekends, holidays and overtime as required

  • Strong desire to work in entertainment attraction industry

  • Experience with ticketing systems, preferably Tessitura, required

  • Must be able to work weekends

Travel Requirements

May be required to travel on rare occasions (<5% travel); trips may require air travel and/or overnight stay for one or more nights.

Physical Demands

This position requires the ability to lift up to 20 pounds.

Work Environment

This position generally requires that work be performed from the Wollman Rink offices, but attendance at events taking place at the rink or offsite, including on weekends and/or holidays, may be required.

Company Description
Who We Are

Wollman Park Partners (WPP) is the newly named operator of the iconic Wollman Rink NYC (WRNYC) in Central Park. WPP consists of Harris Blitzer Sports & Entertainment, the Related Companies and Equinox, in close partnership with Great Performances + Melba’s Restaurant, YMCA, Ice Hockey in Harlem, Figure Skating in Harlem, The Boys’ Club of New York, and Green City Force.

WPP is committed to making Wollman Rink NYC an inclusive and accessible space year-round and one that reflects the city we serve and the diversity of our communities. This will be carried out through our hiring, business operations, and events and programming which include public ice skating sessions, youth programming, cultural events, celebrations, and more, proudly serving New Yorkers and tourists alike both on and off the ice.

Wollman Ice Rink

Who We Are Wollman Park Partners (WPP) is the newly named operator of the iconic Wollman Rink NYC (WRNYC) in Central Park. WPP consists of Harris Blitzer Sports & Entertainment, the Related Companies and Equinox, in close partnership with Great Performances + Melba’s Restaurant, YMCA, Ice Hockey in Harlem, Figure Skating in Harlem, The Boys’ Club of New York, and Green City Force. WPP is committed to making Wollman Rink NYC an inclusive and accessible space year-round and one that reflects the city we serve and the diversity of our communities. This will be carried out through our hiring, business operations, and events and programming which include public ice skating sessions, youth programming, cultural events, celebrations, and more, proudly serving New Yorkers and tourists alike both on and off the ice.

Wollman Ice Rink's Logo

Address

830 5th Ave

New York, NY
USA

Industry

Tourism

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