Ticketing Unit Head

Manage the Ticketing Systems, administration and planning of the Ticketing function; liaise with colleagues in all departments to ensure that products, offers and events are set up according to business needs, have achieved the correct authorization and are set up and tested on time; ensure staff are trained to use the Ticketing System for their relevant function and support their ongoing needs.

• Management of the Ticketing Officers
• Manage and monitor all products and offers that are setup and running
• With the Visitor Services Section Head, Management of the relationship with the Ticketing Supplier
• Work with the Ticketing System provider to ensure the system is delivered meeting agreed business requirements.
• Work with the Visitor Services Section Head & the HR Department to develop the Ticketing training programme for staff and lead on the delivery of the programme.
• Support the recruitment of the Visitor Services Ticketing team.
• Work closely with the Visitor Services Section Head to develop the Ticketing policies, procedures, strategies, standards and practices that will enable the smooth and efficient opening and ensure these are embedded into the working culture
• Provide overall management of the operational aspects of the on-site Ticketing Operation, including the support of ticket sales and information provision, to ensure quick and efficient entry and the highest standards of welcome for visitors.
• Work with other functions to ensure ticketing products, offers and B2B ticketing operations are working effectively and in line with regulations and agreed policies/procedures.
• Work closely with the Visitor Services Section and Unit Heads and Supervisors to continually monitor and improve the effectiveness of the operation and performance of the third-party outsourced staffing provider.
• When required provide operational support with sales, cash set ups and reconciliation and any other duties related to ticketing and the success of the Visitor Services and operation.
• Collaborate and align with other ticketing operations for any potential packages/offers
• Manage the response to ticketing related complaints and queries that have been escalated to management level.
• Review ticketing and the visitor-counting system reports to monitor periods of high/low visitor footfall.
• Ensure the Visitor Services Ticketing and Admission team meet agreed standards of presentation, service, safety and security.
• Oversee the telephone ticket sales and information provision
• Support the development and oversee the implementation of Ticketing standard operating procedures to ensure these are managed and developed effectively.
• Deliver and present reports and analysis as required by the business.
• Coordination of cash processes, income reporting, cash delivery and collections
• Minimum of 5 years of experience in a Ticketing management role
• Experience of managing out-sourced service providers.
• Ability to lead and motivate a team.
• Strong organization skills.
• VIP protocol experience.
• Fluent English
• Additional languages an advantage.
• Experience of budget management.
• Experience of events management.
• Experience of working in tourist attraction.