Entertainment Manager I

• Manage, supervise, and provide day-to-day leadership to the Box Office and Event Staff teams, ensuring appropriate staffing levels, performance standards, customer service, and operational procedures are maintained.
• Recruit, interview, hire, onboard, train, coach, and develop Box Office and Event Staff employees in accordance with company policies and procedures.
• Create and maintain employee schedules for Box Office and Event Staff, ensuring appropriate staffing levels for daily operations, ticketed events, and special events.
• Address employee performance and attendance concerns, provide coaching and corrective feedback, and complete disciplinary documentation in accordance with company policies and Human Resources guidelines.
• Serve as a visible management presence during events and oversee Front of House operations before, during, and after performances.
• Direct and supervise Event Staff on show days, including ushers, supervisors, ticket takers, guest services personnel, and other Front of House staff.
• Ensure Front of House operations are properly staffed and prepared prior to doors opening and throughout the event.
• Conduct pre-show meetings and communicate event-specific information, operational expectations, safety procedures, guest policies, seating information, and special instructions to Event Staff.
• Monitor guest flow, seating, entrances, exits, public areas, and other Front of House operations to ensure a safe, organized, and positive guest experience.
• Respond to guest concerns, operational issues, and unexpected situations during events, using sound judgment and appropriate escalation procedures.
• Coordinate with Security, Facilities, Marketing, Production, Food & Beverage, and other internal departments to address event-day operational needs.
• Oversee Box Office operations, including daily ticketing functions, event setup, ticket sales, will call, customer service, refunds or exchanges when applicable, and event-day ticketing procedures.
• Manage and maintain ticketing manifests, ticket inventory, holds, kills, seat relocations, comps, house seats, production holds, and other ticket inventory requirements in coordination with the Entertainment Department and Ticketing partners.
• Review ticket manifests and inventory prior to events to ensure ticket availability, seating configurations, holds, and other event-specific requirements are accurate.
• Assist with ticket scaling, inventory adjustments, seat releases, and other ticketing functions as directed by the Director of Entertainment.
• Serve as a primary departmental resource for day-to-day ticketing system administration and troubleshooting, including communication with the venue’s ticketing provider and internal departments.
• Maintain accurate event and ticketing records, reports, manifests, schedules, staffing information, and other departmental documentation.
• Assist with the implementation, administration, and ongoing management of ticketing systems, including system changes, upgrades, training, and process improvements.
• Prepare and maintain departmental administrative documents, reports, spreadsheets, schedules, invoices, purchase orders, staffing records, and other operational materials.
• Assist the Director of Entertainment with day-to-day administrative responsibilities, including tracking deadlines, maintaining department records, processing documentation, and coordinating internal communications.
• Assist with post-event administrative responsibilities as needed, including ticket counts, attendance reporting, comps, and other event-related reporting.
• Work closely with the Entertainment Manager responsible for programming, artist relations, production, and event coordination to ensure operational information is communicated effectively to Box Office and Front of House teams.
• Serve as the backup to the Entertainment Manager responsible for event programming and artist/production coordination, providing operational coverage and assuming applicable responsibilities during their absence.
• Maintain working knowledge of event contracts, artist riders, event schedules, venue policies, and other event-related documentation necessary to effectively support Front of House and Box Office operations.
• Assist with pre-event planning meetings and post-event reviews, providing operational feedback and recommendations related to staffing, ticketing, guest experience, and event execution.
• Monitor event attendance, guest feedback, staffing performance, ticketing issues, and other operational metrics to identify opportunities for improvement.
• Ensure all Box Office and Front of House operations comply with company policies, venue standards, applicable laws and regulations, and health and safety requirements.
• Maintain a professional and service-oriented environment that reflects the standards and reputation of Sound Board and MotorCity Casino-Hotel.
• Perform other duties and responsibilities as assigned. 

Qualifications: 

• Previous supervisory or management experience in entertainment, hospitality, theater, live events, casino operations, guest services, retail, or a related industry.
• Demonstrated ability to effectively lead, motivate, coach, and develop a diverse team of employees.
• Strong employee relations skills, including the ability to address performance, attendance, conduct, and disciplinary matters professionally and consistently.
• Experience with employee scheduling and managing staffing levels in a fast-paced, customer-facing environment.
• Strong organizational and administrative skills with the ability to manage multiple priorities, deadlines, and operational needs simultaneously.
• Excellent written and verbal communication skills.
• Strong customer service and conflict-resolution skills.
• Ability to remain calm, professional, and decisive in high-pressure situations, particularly during live events.
• Strong attention to detail and the ability to maintain accurate records, schedules, reports, and ticketing information.
• Proficiency with Microsoft Office and other common business applications.
• Experience with ticketing systems, Box Office operations, or live entertainment is preferred but not required.
• Ability to work a flexible schedule, including evenings, weekends, holidays, and event days as required by the entertainment schedule.
• Ability to work independently while also collaborating effectively with multiple departments and levels of management.
• Must be able to maintain confidentiality and exercise sound judgment when handling employee, financial, guest, artist, and operational information.