Strathmore is a nonprofit multi-disciplinary arts center and presenting organization based one-half mile outside the Capital Beltway in North Bethesda, Maryland. Best known for performances and events at the 1,976-seat Music Center at Strathmore, the organization has been presenting accessible, affordable visual and performing arts in the smaller historic Mansion at Strathmore and all over its 16-acre site since 1981. Strathmore operates the facilities on its campus in partnership with Montgomery County, MD government, which owns the buildings and property. Additionally, AMP by Strathmore, located at Pike and Rose, is a live music venue that operates throughout the year. Strathmore is a welcoming and creative place, where every member of our community can gather and experience the arts from every angle. Currently, Strathmore is only offering limited virtual performances and remains closed, in accordance with the Governor Hogan’s Executive Order, for the time being.
Position Summary Statement
The Ticket Office Second Assistant Treasurer plays a critical role in ensuring that the Strathmore Ticket Office operates efficiently and effectively so that this front-line office always provides the highest level of customer services and positive transactional experiences, not only for our Patrons, but also for our Partner organizations and our Rental performing companies.
This position is jointly responsible for, in conjunction with the Ticket Office Treasurer, many essential duties and responsibilities, as outlined below. Generally, this position is responsible for customer service, supervision of part-time associates, and handling various day-to-day and big-picture operational tasks in Strathmore’s Customer Relationship Management (CRM) system - Tessitura. An ideal candidate is personable, detail-oriented, and interested in helping the team find creative solutions. The position requires a combination of daytime, evening, and weekend hours including working show-time events and handling any necessary post-sales/event processing.
The Ticket Office Second Assistant Treasurer reports to the Director of Patron Experience.
Essential Duties and Responsibilities
Tessitura Services – 30%
Build performances holistically, including prices, scaling, discounts, promotions, reports, and more in Tessitura in collaboration with the Marketing and Programming teams.
Assist, as appropriate, with event set-up, setting up discounts, promotions, etc.
Test and troubleshoot web sales in coordination with Marketing and IT.
Run reports or set up scheduled reports, as necessary, or answer questions utilizing Tessitura Analytics.
Help to analyze report results in order to provide expert insight that helps departments make better decisions.
Join meetings with internal and regional Tessitura Users Groups and Tessitura Extended Services as needed, and assist in problem solving and creative solutions, specifically as related to Ticketing.
Ticketing Services – 25%
Provide excellent customer service in accordance with Strathmore’s customer service standards.
Assist patrons in all ticketing needs by phone, in person, and by email/mail—as well as supporting online ticket sales as needed.
Process, print, distribute, exchange, and refund tickets (or other instruments of admission) for internal and/or external parties.
Process gift certificates and subscription tickets (if appropriate).
Solve ticket and Will Call related challenges and other customer service issues.
Coordinate donation requests with the Development and Marketing departments.
Coordinate comp ticket requests as approved by Strathmore management.
Ticket Office Operations – 25%
Oversee events and Ticket Office operations, as appropriate, at the Music Center, AMP and the Mansion.
Provide, as appropriate, show settlement services, as well as preparing cash, check and credit card deposits in accordance with Strathmore’s established financial policies.
Create and distribute reports for partners and promoters.
Coordinate holds with Strathmore departments, partners, artists, and promoters.
Assist in training the PT Ticket Office staff on policies, procedures, customer service, and Tessitura to ensure exceptional customer service and efficient daily operation.
Work to become knowledgeable about the many events taking place at Strathmore and help to distribute information so that every PT Ticket Office staff member is prepared to answer questions and assist patrons.
Ensure that all PT Ticket Office staff always offers memberships and other upsells or benefits to patrons when appropriate.
Help the PT Ticket Office staff with trouble shooting technical issues, such as functions in Tessitura.
Participate in and assist in overseeing all PT Ticket Office staff regarding data base entry, maintenance, and cleanup work as directed by the Director of Patron Experience.
Must be able to move ticket stock boxes and other heavy (Ticket Office) items.
Communication/Collaboration – 20%
Attend Marketing meetings and contribute ideas for improving Tessitura systems and services.
Work with Marketing, Development, Advancement, and Operations to solve problems, find solutions related to ticketing and customer service, and to improve ticketing and connected technology.
Assist in the preparation of marketing campaigns and edit/proof materials featuring performances to ensure accuracy of billing, times, dates, and prices.
Assist Strathmore partner organizations, and other entities, utilizing Strathmore Ticket Operation services, with ticket and patron-related services.
Provide regular feedback about customer service issues, problems, and opportunities to the Director of Patron Experience.
Support Strathmore Group Sales to ensure that Patron’s needs are met and that coverage for important group buyers is available during leave of main staff members.
Perform other duties as assigned.
Satisfactory completion of this job will be evidenced by excellent attention to detail, anticipation of event needs, exercising sound professional judgment, meeting ticket office goals, building and maintaining good working relationships with staff, partners and other colleagues, keeping excellent records, and working well as a member of the Ticket Office team.
Please submit the following items:
* Cover letter. * A résumé showing demonstrable accomplishments as indicated above.
If submitting your application electronically (PDF), the email SUBJECT line must contain the words “Ticket Office Second Assistant Treasurer.” Only qualified applicants will be contacted. Please direct all submissions to: Human Resources, firstname.lastname@example.org.
Although emailed applications are strongly preferred, applications may also be mailed to:
Human Resources Ticket Office Second Assistant Treasurer 5301 Tuckerman Lane North Bethesda, MD 20852
Bachelor’s degree in arts, communications, business, administration, or appropriate related degree and a minimum of five years of ticket office leadership experience and a minimum of three years of ticket office experience in a multi-building performing arts environment.
Demonstrated experience with the Tessitura Arts Enterprise Software program.
Demonstrated experience with Tessitura Network Express Web (TNEW).
Demonstrated experience with Tessitura Analytics.
Demonstrated experience and interest in Tessitura SQL Report Building.
Demonstrated understanding of finance/accounting systems is a plus.
Proven customer service (concierge) skills with experience in resolving issues.
Proven ability to think on one’s feet, to react flexibly and being able to efficiently analyze and interpret the needs of customers – thus being able to offer appropriate solutions.
Collaborative and energetic work style, superior people skills, a team player, and ability to lead.
Strong planning and organizational skills, ability to prioritize, manage time efficiently, meet deadlines, detail oriented, positive attitude, excellent problem-solving skills, and have the ability to work well under pressure.
Maturity, poise, initiative, and flexibility to handle complex situations and sensitivity to handle confidential information with professionalism.
Proficient with Microsoft Office, social media platforms, and Internet-based research tools.
Additional Salary Information: Compensation and Benefits
This Ticket Office Second Assistant Treasurer is an I.A.T.S.E. bargaining unit (Local 868) member. Thus, all compensation, as well as benefits, are pre-determined in relationship to the Collective Bargaining Agreement (CBA).
Strathmore is committed to providing equal employment opportunities to all employees and applicants for employment. Accordingly, Strathmore provides employment opportunities without regard to race, color, religion, creed, ethnicity, sex, pregnancy, national origin or ancestry, age, physical or mental disability, citizenship status, marital status, sexual orientation, gender identity, family responsibilities, genetic status or information, military or veteran status or in any status protected by federal, state, or local law.
Application Information (applications will be accepted until the position is filled).
Internal Number: 1
About Strathmore Hall Foundation, Inc.
Strathmore is a nonprofit multi-disciplinary arts center and presenting organization based one-half mile outside the Capital Beltway in North Bethesda, Maryland. Best known for performances and events at the Music Center at Strathmore, the organization has been presenting accessible, affordable visual and performing arts in the smaller Mansion at Strathmore and all over its 16-acre site since 1981. Strathmore also presents throughout the community and at a new 250-seat venue, AMP, at Pike & Rose.
High quality arts programming, designed for audiences of many tastes, served with the hospitality and warmth of a family enterprise, are the hallmarks of Strathmore. Seasonal outdoor events seek to be inclusive in their programming appeal, reaching out to people of all ages, interests, and cultural heritage.
Artistic offerings presented by Strathmore in the Music Center include world-class performances by major international artists of folk, rock, blues, pop, R&B, jazz, world music, show tunes, dance, and classical music. The Music Center at Strathmore is home to several arts and education partners including the Baltimore Symphony Orchestra, The National Philharmonic, Washington Per...forming Arts, Levine Music, CityDance, InterPLAY, and Maryland Classic Youth Orchestras. Learn more about our partners.
The Mansion at Strathmore is home to more intimate artistic programs presented by Strathmore in the warm and acoustically superb 100-seat Dorothy M. and Maurice C. Shapiro Music Room, the Gudelsky Gallery Suite exhibition spaces, the outdoor Gudelsky Concert Pavilion, and outdoor Sculpture Gardens. The Mansion also features the Strathmore Tea Room, serving Tuesdays and Wednesdays, and Shop at Strathmore.
AMP by Strathmore is located 2 miles north on Rockville Pike in the Pike & Rose neighborhood. This 250-seat cabaret style club features gourmet dining alongside rock, blues, jazz, folk, R&B, comedy, and other genres of performance.
As Strathmore is deeply committed to maintaining affordable and accessible arts programs to all audiences, an abiding partnership of both private and public support for Strathmore is required to nurture and perpetuate this creative endeavor... to provide a "home for the arts" in our growing community.
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