The Manager, Box Office position plays a crucial role in the successful operation of the theatre. This role assists the General Manager in the operations of the theatre through shift management, training employees, handling guest complaints, opening, and closing of the building and other operational duties. This position demonstrates strong communication by clearly conveying ideas, actively listening, and tailoring messages to the appropriate audience. All Managers share responsibility for overall theatre operations, including leading by motivating and supporting others while aligning work with organizational goals, policies, and values. This position remains adaptable to changing priorities while maintaining a focus on business impact, quality, and continuous improvement. In addition, this position maintains primary responsibility for Box Office and Human Resources functions, in collaboration with the Cinema Support Center teams.
Key Accountabilities
Manager On Duty
- Oversee daily theatre operations, including opening/closing procedures, shift reporting, and ensuring a safe, efficient, and guest-focused environment.
- Supervise, train, and assign tasks to employees, maintaining high standards of service, compliance, and operational efficiency.
- Manage labor, inventory, and expenditures to meet financial objectives and support operational success.
- Respond to and resolve guest concerns, acting as a resource for questions, comments, and service recovery situations.
- Support other core theatre functions, including In-Theatre Sales and Experience, to ensure a seamless operation.
- Enforce safety, sanitation, maintenance, and security standards in compliance with company policies and applicable regulations.
- Always serves as a Mentor on Duty and advocates/encourages behaviors in support of the companies core values and purpose.
Box Office
- Oversee daily box office operations to ensure efficient ticket sales and positive guest experience.
- Manage voucher audits to ensure accuracy and compliance with company procedures.
- Oversee gift card and loyalty program administration.
- Promote and support alternative content programming and ticket sales initiatives.
- Coordinate and manage all business-to-consumer (B2C) theatre events, including scheduling, payment coordination, correspondence, and event execution.
- Maintain ownership of the budget related to box office operations, including theatre-level Box Office GOP.
Human Resources
- Manage full-cycle recruitment including sourcing, interviewing, hiring, and onboarding of new employees.
- Construct and publish the weekly team member schedule based on business needs and labor targets.
- Support employee engagement initiatives including team member perks and incentive programs.
- Oversee the performance review process for theatre employees.
- Maintain personnel files and ensure HR documentation is accurate and compliant with company policies.
- Serve as a trusted resource for team members, providing guidance and support on HR-related questions and concerns.
- Coordinate and maintain required building certifications and compliance records.
- Manage uniform ordering and maintain appropriate stock levels.
Experience & Competencies
- Minimum of 3-5 years’ experience in a hospitality or restaurant industry.
- College education in a related field is considered an asset.
- Proven leadership experience.
- Strong commitment to delivering high-quality service in a guest-focused environment.
- Ability to identify solutions, improve efficiencies, and drive results.
- Comfortable working in a fast-paced, results-oriented environment.
- Proficiency in Microsoft Word, Excel, and PowerPoint.
- Confident presenting recommendations and providing operational guidance.