A rare opportunity to join the City Winery team as we reimagine the future of live music and hospitality. City Winery to deliver the highest end combined culinary and cultural experience to our customers who are passionate in sharing wine, music, and culinary arts. We are a unique facility, combining a fully functioning winery with intimate concerts, food & wine classes, private events in a variety of configurations, and fine dining. We have created a compelling mix for our sophisticated clientele of foodies, and active cultural patrons—bringing the wine country experience to the middle of a large city. Position Summary As a Ticket Operations Manager at City Winery you will play a pivotal role in ensuring an exceptionally seamless ticketing for your respective markets. This position requires a unique blend of technical proficiency, hospitality expertise, and sales acumen.The ideal candidate will utilize various systems to manage our guest experience through our ticketing system, reservations platforms, email and phone communication; they will compile data, and communicate effectively with off-site operators, programmers, marketers and the rest of the Guest Services Team. **Why us?** + Competitive pay + We are a rapidly expanding national entertainment and hospitality company, offering tremendous opportunities for driven and ambitious individuals. + Medical, Dental, Vision Insurance + nDORFins program designed to promote a healthy and active lifestyle! + 401K (and yes we match!) + Flexible Savings Accounts,HSA and Dependent Care, Basic Life and AD&D Insurance + Amazing discounts, 50% OFF all dining/retail wine + Free Family Meal + Tickets to available shows And more! Overview of Responsibilities **Ticketing Management** + Build show landing pages on Vivenu and troubleshoot where applicable + Work directly with Programming and Marketing teams to ensure information for go live ticket sales, meet and greets, ticket buys, and all artist information is organized + Manage waitlists across markets + Communicate ticket counts and additional event experience elements with artist teams + Provide comprehensive reporting on ticketing to our Accounting team + Utilize email (Gmail), ticketing systems (Vivenu), guest lists and other shared docs (Google Drive), spreadsheets (Google Sheets), contact management (Hive), landing pages (Shopify), schedule change forms (HubSpot), event calendar (Tripleseat), loyalty tracking (Como), F&B tracking (Toast), transaction history (Stripe), project management (Asana) and reservation systems (RESY) to cover all facets of ticketing and the guest experience. + Manage and answer email inboxes and respond effectively and efficiently + Ability to compile daily information for distribution to on site venues **Sales Acumen** + Act as the point person for any group sales and communicate with our Operations to solidify arrangements + Sell tickets remotely across all markets demonstrating knowledge of diverse programming and public events line ups + Drive sales of loyalty programs (Vinofile, Vinofile+, InKind) + Demonstrate brand knowledge to confidently sell all components of our hospitality offerings + Collaborate with the sales and marketing teams to drive revenue through upselling and cross-selling opportunities **Hospitality Expertise** + Customer first mindset - answering and interacting with all inquiries and ensuring handled as urgent and efficient as possible via email/calls + Ensure a seamless and positive guest experience across all touchpoints + Anticipate and address guest needs with empathy and proactive solutions + Utilize extensive customer service knowledge to assist with escalated guest inquiries **Guest Services Collaboration** + Work virtually with the Guest Services Manager, Supervisor and Associates at our headquarters in NYC to provide the best guest experience possible. + Maintain a guest service strategy that aligns with City Winery's brand voice and values, ensuring consistency in language and tone across all guest interactions + Assist with escalated guest complaints in a timely and professional manner, empowering staff to handle challenging situations with confidence and empathy + Lead by example in delivering exceptional service to guests, demonstrating effective communication skills and conflict resolution techniques in all interactions Minimum Qualifications + Minimum 2 years’ experience in a box office or other concert related role + Passion for event ticketing and a general curiosity about utilizing systems to achieve maximum effectiveness + Prior experience in high-volume, fast paced venue or similar environment preferred + Proficiency in email, ticketing systems, spreadsheets, reservation systems, and CRM tools + Exceptional guest service and hospitality skills + 1-2 years of professional sales and/or customer support experience + Strong organizational skills, attention to detail, and work ethic + Organized with the ability to prioritize and multi-task with a strong drive to complete tasks with a high degree of quality + Strong interpersonal skills with the ability to build rapport effortlessly + Skilled in using personal computers and related software + Ability to take direction, feedback and communicate effectively and professionally + Able to work rapidly, especially during peak periods to ensure that all guests are being serviced properly + Ability to work a flexible schedule in order to address urgent system issues potentially on evenings, weekends or holidays **About Us** Wine, food, and live entertainment collide at City Winery to create a dynamic and incredibly unique workplace. Since 2008, City Winery has been turning heads across the nation with amazing live performances, delectable cuisine, and award winning, locally produced wines. But there's more to us than that we're a haven for community and creativity, a place where the philosophy of hospitality is more than just a buzzword, but a way of life. City Winery, founded by music industry veteran & visionary Michael Dorf, has established itself as a one-of-a-kind brand providing unforgettable experiences for guests. From world class music venues to sustainably produced wines with ratings of 90+ points, City Winery offers a range of topnotch events & experiences. **We are an equal opportunity employer and value diversity at City Winery. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Additionally, City Winery participates in the E-Verify Program in certain locations, as required by law.**