POSITION: Venue Box Office Coordinator
OPPORTUNITY TYPE: Fixed-Term, Contract
REPORTS TO: Audience Services Manager
APPLICATION DEADLINE: March 10, 2025
JOB DESCRIPTION
The Venue Box Office Coordinator is responsible for the oversight of Hot Docs’ Festival venue box office operations with a focus on staff contracting, scheduling, training, payroll, and supervision. They are also responsible for equipment setup, maintenance, troubleshooting, daily cashout, and deposit control. The Venue Box Office Coordinator is crucial in the achievement of customer service excellence as they support frontline staff, are a key point of escalation for customer service issues, and work to ensure seamless interdepartmental communications. As an essential member of the Operations Department, they work closely with the Industry Ticketing, Volunteer, Cinema Front-of-House, and Theatres teams to produce a successful Festival for all.
KEY RESPONSIBILITIES
Planning :
- Supports the Audience Services Manager in setting the critical path for the Venue Box Office team;
- Attends departmental and organization-wide Festival meetings to provide input from the box office perspective;
- Coordinates the procurement and safe return of box office equipment including payment processors, ticket printers, Wi-Fi hubs, and laptops.
Staff Coordination:
- Supports the Audience Services Manager in hiring and contracting of Venue Box Office team;
- Responsible for planning and scheduling training sessions to properly equip Venue Box Office supervisors and agents with the required tools to excel in their ticket sales and customer service duties;
- Assists in the development of training material ensuring accuracy, consistency, and cohesion with Hot Docs’ organization-wide policies;
- Leads the creation of the Venues Box Office schedule based on the screening schedule, specific venue needs and staffing requirements;
- Expedites payroll for Venue Box Office Agents and Supervisors;
- Solicits, records, and reports on feedback from Venues Box Office staff and compiles it as part of the departmental Festival post-mortem.
Festival Day-to-Day:
- Supervises the functionality of Venue Box Office equipment including setting up and testing POS devices, ticket printers, payment processors, and Wi-Fi hubs, as well as troubleshooting technical issues and offering creative solutions;
- Collaborates frequently with Cinema staff and the Customer Support Manager to ensure that their training is consistent between their teams;
- Responsible for daily cash management and deposits at Festival venues including securing, collecting, and verifying floats and cash deposits, supplementing change, and relaying pertinent information to departmental leadership;
- Rotates between venues offering guidance and support to the onsite teams, filling in for Supervisors during their breaks, and engaging staff for feedback while assessing areas for praise and improvement;
- Acts as a key step in the customer service escalation hierarchy and an essential link between frontline staff and management;
- Works collaboratively with the Theatres, Volunteer, Delegate Services, Cinema, Communications, and Production teams to foster interdepartmental alignment, consistent information-sharing, effective problem-resolution, and the communication of important information to colleagues and guests.
Additional Responsibilities:
- In-person presence during the Festival and at other key times ;
- Flexible approach to workplace location and hours (including occasional evenings and weekends) contingent on the operating needs of the organization;
- Perform other duties and assist with special projects as assigned
QUALIFICATIONS
- Experience as a Supervisor or Coordinator in a box office, ticket sales, or festival environment and with Agile Ticketing are both required;
- Experience with Salesforce and Moneris payment processors is preferred. Experience with other ticketing databases, CRM tools, and payment processors is also an asset;
- Expertise with technical hardware troubleshooting including internet connectivity;
- Familiarity with Microsoft Suite, Asana, and Slack is an asset;
- Ability to work independently and to respond efficiently to changing workflow needs;
- Outstanding interpersonal skills particularly as a supervisor in a fast-paced setting including a well-developed customer service toolkit and de-escalation skills, able to deftly navigate complicated customer service issues with a variety of stakeholders;
- 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;
- Class G Ontario Driver’s License is an asset;
- Ability to comfortably lift 30lbs.
APPLICATION
Please forward a cover letter and resume to: Prescott Morin
Email: [email protected]
Subject Line: Hiring Committee – Venue Box Office Coordinator
Deadline: March 10, 2025
No phone calls, please.
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.