Ticketing and Group Sales Manager

Description

The Ticketing and Group Sales Manager, in conjunction with the Director of Ticketing, is responsible for overseeing the Cathedral’s ticketing systems (Spektrix and Etix), sales database, event and service registrations, group tour sales and photo permit operations. This role delivers hands-on leadership to Ticketing Coordinators and Associates while managing day-to-day customer service, system administration, event builds, photo permits, and group reservations. The position ensures accurate, efficient, and hospitable service, drives operational efficiency across departments, supports revenue goals, and delivers exceptional customer service experiences that reflect the Cathedral’s mission as a house of prayer for all people.

Requirements

Duties and Responsibilities:

Cathedral Box Office Ticketing

·Box Office Operations:

· Provide management, leadership, scheduling and payroll support to Ticketing Service Coordinators and Associates.

· Attend weekly Box Office and Group Sales meetings and serve as a Box Office leader at MarCom team meetings.

· Using project management systems (Monday.com), track and respond promptly to interdepartmental box office inquiries, ensuring professional, accurate service and information are provided to colleagues.

· Ensure that emails, calls and voicemails sent to general Box Office accounts are responded to promptly and professionally.

· Oversee systems and processes such as the development of SOPs for software and logistical ticketing functions, checklists, timelines, and templates.

Ticketing & Customer Service:

· Serve as Box Office Manager during ticketed events, including concerts, programs, and special services. For larger events, coordinate additional staffing and oversight.

· Resolve customer service and technical issues escalated by colleagues and Ticketing Service Coordinator and Associates.

· With oversight from Director of Ticketing, build venue maps, seating overlays, price lists, and promo codes for ticketed Cathedral events.

Database Administration:

· In conjunction with Director of Ticketing, manage CRM, including leading data clean-up, system updates, and general administrative tasks to ensure accurate reporting and smooth operations.

· Serve as a resource for staff with ticketing software or ticketing hardware questions; establishing written documentation, reset passwords and troubleshoot as needed.

· Work with internal colleagues, leaders, and external hardware/software vendors as needed, representing the Cathedral and Box Office.

· Serve as an administrator for ticketing/group sales and front of house software, including developing protocols, liaising with software sales/service representatives and training other staff on software.

Group Tour Management

· Manage the reservation process, including form, email submissions and phone lines for groups, including group worship visits.

· Partner with VP of Revenue and GEMS on refreshing and managing the private tour process.

· Serve as the main point of contact for group tour operators, handling inquiries, scheduling changes, special requests and developing strong relationships.

· Ensure accurate and timely processing of group payments and confirmations in accordance with Cathedral policies.

· Prepare and distribute weekly and monthly reports on group tour sales, attendance, and comparative performance metrics.

· Help establish and follow best practices between Cathedral teams to maximize visitor/group revenue, support institutional efficiencies, and provide exceptional hospitality to all guests.

· Act as an administrator for the group tour reservation software (etix) and ticketing system (Spektrix). Maintain strong working knowledge of related systems, including those used for scheduling and front-of-house operations.

· Work with the Revenue Department on the launch of each new group touring season, providing valuable insights, suggestions, and refinement on the booking process and ensuring accuracy in each season's time slot offerings. Provide regular feedback to the Revenue Department and assist in business development opportunities for group tours as directed.

Photo Permit Management

· Manage the photo permit process: ensure accurate and timely processing, scheduling and invoicing of photo permits in accordance with Cathedral policies.

· Process and issue photo permits promptly by reviewing requests, ensuring compliance with Cathedral policies, and communicating clearly with clients.

Minimum Qualifications:

· Bachelor's Degree / higher education qualification equivalency in arts management, event planning, customer service or related field.

· Three or more years of experience in customer service, museum/visitor operations, or hospitality sales.

Preferred Qualifications:

· Comfort working with a diverse range of people, specifically in a religious setting with people of diverse faiths and backgrounds; familiarity with Christian faith traditions, beliefs, and terminology preferred.

· Experience and knowledge of the non-profit or religious work environment strongly preferred.

Knowledge, Skills, Abilities:

· Ability to lead, work effectively as part of a team as well as independently. Ability to review logistical procedures, identify problem areas and optimize performance through procedural changes.

· Excellent interpersonal, communication, problem-solving, and customer service skills.

· Ability to exercise judgment and decision-making skills; informing and involving the head of the department as needed.

· Excellent attention to detail and ability to meet deadlines. Ability to coordinate multiple complex tasks and/or projects simultaneously while addressing the needs of the office; ability to maintain composure under pressure.

· Ability to collaborate across multiple departments and with a diverse group of volunteers and staff.

· Advanced computer skills with a CRM system and Microsoft Office Suite; knowledge of word processing, spreadsheets, email, calendar, document distributions, and network software. Familiarity with Spektrix, etix, YesPlan, Social Tables, Raiser’s Edge and/or Digital Cheetah a plus.

· Knowledge of the theology and liturgy of the Episcopal Church and/or sacred choral music a plus.

· Knowledge of Washington, D.C. culture and tourism a plus.

· Full understanding of the importance of the Cathedral’s mission and brand.

Working Conditions:

· This position requires a flexible schedule, routinely working outside of normal business hours, including evenings, weekends and holidays.

· This position is eligible for a hybrid model of work, requiring at least 3 days/week in the office.

· Must be available to work as scheduled or requested, which may at times include monitoring various customer service channels outside of normal business hours.

· Must be able to work a flexible schedule requiring some weekends, evenings, and holidays, which can include Christmas Eve and Easter Morning.

· Flexibility in daily schedules when the Cathedral hosts funerals, State events and other special events may be required.

· The position requires prolonged walking and standing, especially during events; may require reaching, twisting and turning, kneeling, bending, stooping and climbing stairs without a handrail in the performance of daily activities.

· The need to lift, drag, push and pull chairs, files and other materials weighing up to 25 pounds is also required.

· This position requires comfort with heights and enclosed spaces.

· The position also requires grasping, repetitive hand movement and fine coordination in using a computer keyboard.

· The position also requires near and far vision for reading and preparing written reports and other required documents.

· Acute hearing is also required when working in environments with a lot of ambient noise.

Washington National Cathedral is an equal opportunity employer and strives to create a more diverse and inclusive atmosphere for all. Applicants will not be discriminated against because of race, color, religion, sex, sexual orientation, gender identity, or national origin.

We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

Washington National Cathedral seeks individuals who are committed to our mission. We appreciate interest from those who will contribute to an atmosphere in which diversity is valued and supported.DUTIES AND RESPONSIBILITIES: