Job Vacancy: Box Office Manager

The Irish Film Institute is Ireland’s national cultural institution for film. At the IFI’s historic home in Eustace Street, Temple Bar, our diverse audiences and loyal members enjoy our 3 cinemas, IFI Irish Film Archive’s research and access facilities, IFI Film Shop and IFI Café Bar.

The IFI has developed strategic objectives around three core activities:

• EXHIBIT Providing audiences throughout Ireland with access to the finest independent, Irish and international cinema
• PRESERVE Preserving and promoting Ireland’s moving image heritage through the IFI Irish Film Archive
• EDUCATE Providing opportunities for audiences of all ages and backgrounds to learn and critically engage with film through IFI Education

Overview

The IFI is seeking to appoint a Box Office Manager to join the management team. The successful candidate should possess the energy and acumen to lead the Box Office and Front of House into the next exciting phase of its development. This a unique opportunity to develop and shape, in consultation with the Head of Operations, the future direction and vision for the Box Office and Front of House.

This job description provides an outline of the key day-to-day and strategic responsibilities of the role.

Key Job Purpose

The Box Office Manager is responsible for driving the business of the IFI Box Office. Responsibilities include the following key areas:

• Box Office and Front of House Management
• Customer Service and Sales
• Staff Management/HR
• Financial Management

Specific Duties

Box Office and Front of House Management

1. To oversee the functionality of the Box Office operating and IT system and be the main point of contact with IFI Box Office system suppliers, from the perspective of improvements and updates and the management of any unforeseen issues.
2. Liaising with 3^rd party ticket promoters to ensure that all event and ticketing structures are set up correctly and subsequently monitored.
3. To ensure that customer records are maintained properly, that all box office data is accurate, and processes are implemented to avoid record duplications
4. To deliver attendance, sales or any box office related reports when necessary.
5. To assist in the management of screen hires and special events to ensure that events go smoothly and that Q&A’s are managed accordingly.
6. To oversee the manning of the Information Desk/Reception/IFI telephone system at all times.
7. To ensure that all daily checks relating to both H&S policies and the Cinema screens/toilets/all front of house areas are correctly carried out, that all marketing film materials are displayed neatly and correctly, and the Box Office and foyer are neat and presentable
8. To liaise with projection on a regular basis, ensuring that screening errors and show losses are kept to a minimum.

Customer Service and Sales

9. To ensure that the IFI Box Office and Front of House team provides a first-class customer service experience adhering to the IFI Customer charter.
10. Responsibility for all Front of House functions ensuring that ushering is effective and efficient, and to manage all aspects of crowd control and queuing systems.
11. Ensuring that all front of house areas are attractive, clean and welcoming.
12. Ensuring that customers experience a warm and welcoming atmosphere.
13. Ensuring that the operation is supervised at all times.
14. Overseeing that customers are receiving excellent service at all times.
15. Ensuring staff communicate with customers on IFI deals and offers.
16. Overseeing that sales are maximised and all upselling opportunities are utilised.
17. Ensuring all staff respond and resolve customer complaints in a courteous and efficient manner.
18. Overseeing that staff are well presented and groomed.

Staff Management/HR

19. Management of the IFI Box Office and Front of House team, ensuring that all HR policies are implemented.
20. To ensure that staff are adequately trained.
21. To ensure a high standard of communication with staff, ensuring they are sufficiently acquainted with all operational procedures and policies.
22. Fostering a positive and motivated work environment.

Financial Management

1. To ensure that all events and pricing structure are correct and that ticket sales (in person, online and by phone) are processed efficiently, accurately and effectively.
2. Management of the weekly Box Office and Front of House roster ensuring that scheduling is within the weekly payroll budget.
3. Achieving (and working towards exceeding) sales targets.
4. Drive all sales related functions in the Box Office, devising cross-selling and up-selling initiatives, in particular with IFI Membership and Friends’ schemes, and setting targets for Box Office Staff
5. To ensure that all Box Office floats, balances and deposit drops are performed in accordance with IFI procedures and policies.
6. Have regular contact with the Finance Department to ensure exact and accurate financial settlements.

Person Specification

The IFI requires that the successful candidate be able to demonstrate strong examples from their past experience highlighting that they have both the capability and desire for this role. Specifically, it is seeking someone who has:

Experience and Knowledge

• Significant experience of box office systems, preferably at management level.
• Experience of working in a sales environment.
• Proven experience and success working in customer-focussed environments and a passion for exemplary customer service.

Personal Qualities / Attitudes

• Strong people management skills and the ability to build, lead and motivate the IFI Box Office and Front of House team and foster a positive culture and environment.
• A positive attitude and exemplary team skills.
• A natural capacity to facilitate productive relationships with suppliers, staff, the wider management team at IFI etc.
• Someone who combines vision with the ability to make things happen, and can work on their own initiative.
• A track record of working to budgets.
• An effective communicator.
• Problem solver.
• Strong organisational skills.
• The ability to work in a fast-moving and busy environment.

Terms and Conditions of Employment

The Box Office Manager is a management role reporting to the Head of Operations.

The IFI is a company limited by guarantee with charitable status. It operates a model of cultural enterprise, using its Arts Council subsidy to procure diverse income streams, which are then invested back into its 3 core activities, EXHIBIT, PRESERVE, EDUCATE.

The position is offered as a two-year fixed term contract with a six month probationary period and is based at the IFI flagship venue on Eustace Street in Dublin.  The Terms of Contract and remuneration will be offered to the successful candidate commensurate with experience.

Apply in writing with CV and cover letter to lroycroft@irishfilm.ie by April 24th at 5pm

Interview and Selection Methods:

• Short-listing of candidates will be on the basis of the information contained in their CV and covering letter
• Candidates who are short-listed will be invited to attend for an initial interview to be held in late April/early May.
• The first interview may reduce the initial short list and remaining candidates will be invited for a subsequent second interview.
• One of the interviews will require candidates to make a presentation.
• Both interviews will be with an interview panel