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Job Description
GLAZER HALL
is Palm Beach's premier waterfront non-profit performing arts venue. Our mission is to inspire audiences of all ages and deepen human connection through the arts. Position Summary The Box Office Manager is responsible for overseeing the day-to-day operations of
GLAZER HALL'S
ticketing and customer service, ensuring a seamless and exceptional experience for all patrons. This includes handling ticket purchases, processing donations, and responding to general inquiries about events and about
GLAZER HALL.
Working closely with the General Manager, the Box Office Manager will supervise ticket sales, box office staff, and procedures, while contributing to the overall success of the theater's productions. This role requires maintaining an efficient, welcoming environment, prioritizing customer satisfaction, and fostering effective communication both internally and with the public.
Key Responsibilities:
Box Office Operations Manage daily ticket sales across all platforms (in-person, online, and phone), ensuring prompt and accurate processing of all transactions. Oversee box office procedures, sales accuracy, and reconciliation of ticketing systems. Maintain accurate records, including daily sales reports, ticket inventories, cash handling, and end-of-day financials. Troubleshoot ticketing issues, patron account questions, and technical challenges with mobile tickets or scanners. Recruit, train, schedule, and supervise box office associates. Maintain and update ticketing policies, price types, seat holds, and event configurations in coordination with the General Manager. Support event builds, event updates, and operational testing within the Tessitura/TNEW system. Serve as the primary point of contact for ticketing inquiries, exchanges, donations, and refund requests (in coordination with the General Manager). Ensure all patron-facing systems, processes, and communications follow GLAZER HALL's customer service standards. Front of House Event Leadership Lead all FOH operations during events, including pre-show briefings, usher assignments, volunteer direction, and lobby preparation. Coordinate with production teams, security, stage management, and the General Manager to ensure cohesive event execution. Oversee patron ingress/egress, crowd flow, late seating, and lobby activity throughout each event. Manage playbill distribution, signage, ticket scanning, seating support, and audience communication. Ensure all patron areas are clean, welcoming, safe, and fully ADA compliant. Respond to patron concerns and operational challenges quickly and professionally. Complete incident reports, accessibility accommodations, and post-event FOH documentation as needed. Maintain responsibility for lost-and-found procedures, lobby presentation, and event-specific logistical needs. Customer Service Provide superior customer service before, during, and after events, ensuring inquiries are handled accurately, politely, and efficiently. Maintain expert knowledge of all events, membership benefits, seating maps, venue policies, donor programs, and general venue information. Support concierge seating services, First-Right-of-Refusal assignments, and priority patron ticketing needs. Communicate schedule changes, cancellations, seating adjustments, and event updates to patrons as needed. Team Supervision Train, mentor, and supervise box office associates, ushers, volunteers, and FOH staff. Create and manage staffing schedules for box office, ushers, concessions (if applicable), and volunteers. Provide ongoing coaching, performance feedback, and regular evaluations. Maintain a positive, professional, guest-focused culture among all front-facing staff. Event Preparation & Administration Prepare all front-of-house materials including playbills, will-call lists, signage, scanners, radios, supplies, and usher briefing sheets. Work with Marketing to ensure event information, pricing, and messaging are accurate across all platforms. Assist with event settlements by providing attendance reports, ticket counts, and sales summaries. Maintain inventory of all FOH and box office supplies including scanner batteries, flashlights, radios, forms, ADA equipment, and office materials. Technology & Systems Management Maintain proficiency in Tessitura, TNEW, and ticket scanning systems; troubleshoot system issues as needed. Run and analyze sales reports to identify trends, inform pricing, and support management decision-making. Ensure ticketing and FOH systems are updated, functioning, and secure. Work with the General Manager on system upgrades, testing, and workflow improvements. Qualifications Minimum 3 years of experience in box office, ticketing, or FOH management, preferably in a performing arts or entertainment venue. Demonstrated success supervising staff, managing fast-paced operations, and delivering high-quality customer service. Experience with ticketing software (Tessitura experience strongly preferred). Experience managing volunteers, ushers, or hospitality staff is a plus. Skills Exceptional interpersonal communication and conflict-resolution skills. Strong organizational and time-management skills, with the ability to multitask and prioritize under pressure. Ability to lead teams effectively and maintain composure in a dynamic environment. Technical proficiency with ticketing platforms, POS systems, and general office software. Physical Demands Ability to work flexible hours, including evenings, weekends, and holidays as required by event schedules. Ability to stand for extended periods and lift/move items up to 50 lbs.
Job Type:
Full-time Pay:
$60,000.00 - $70,000.00 per year
Benefits:
Dental insurance Health insurance Paid time off Retirement plan Vision insurance
