Position Summary
The Box Office & Guest Services Representative serves as a primary point of contact for guests, ticket buyers, members, visitors, and callers to the Surf Ballroom & Museum and Music Experience Center. This position combines box office operations, guest services, administrative support, membership sales, and event preparation.
The ideal candidate is friendly, dependable, highly organized, and proficient with computers and technology. This position requires strong attention to detail and the ability to manage multiple tasks, systems, and priorities in a fast-paced environment. Because this position regularly interacts with the public, strong communication skills and the ability to provide knowledgeable, professional customer service are essential.
This position may also serve as a Front of House Supervisor during concerts and special events at the Surf Ballroom.
Box Office & Guest Services Responsibilities
- Answer and manage a busy multiline phone system, respond to questions, direct calls, and take accurate messages for staff members.
- Greet visitors and provide friendly, knowledgeable assistance to guests entering the Surf Ballroom & Museum and Music Experience Center.
- Sell concert and event tickets in person and over the phone using the venue's ticketing system.
- Assist customers with ticketing questions, seating questions, order issues, event information, accessibility needs, and general venue inquiries.
- Fulfill ticket orders and maintain accurate customer and ticketing information.
- Assist guests visiting the Surf Ballroom by providing information about the venue, its history, exhibits, and visitor experience.
- Provide directions and guidance to guests throughout the facility.
- Prepare seating labels, reserved seating materials, ticketing lists, and other box office materials needed for concerts and special events.
- Sell and provide information about Legacy Club memberships, benefits, renewals, and related programs.
- Maintain accurate records related to memberships and ticketing as assigned.
- Monitor and respond to customer inquiries, comments, and messages received through email, social media, and other digital platforms.
Administrative & Office Support
- Provide and coordinate front office coverage during regular business hours.
- Receive, sort, and distribute incoming mail and prepare outgoing mail and packages.
- Assist with incoming and outgoing gift shop shipments and deliveries.
- Maintain an organized, professional, and clean box office and front office environment.
- Perform general office duties, including ordering supplies, maintaining databases, entering information, and organizing records.
- Create and edit documents, spreadsheets, reports, invoices, memos, letters, and other materials as requested.
- Copy, scan, file, and distribute documents as needed.
- Maintain accurate and well-organized electronic and physical records.
- Provide administrative support to staff and assist with special projects as assigned.
- Maintain confidentiality when handling customer, employee, financial, ticketing, and organizational information.
- Follow and uphold all North Iowa Cultural Center & Museum policies, procedures, and customer service standards.
Event & Front of House Responsibilities
This position may be scheduled to serve as a Front of House Supervisor during concerts and special events at the Surf Ballroom.
When serving in this capacity, responsibilities may include:
- Oversee the guest experience from the time doors open through the conclusion of the event.
- Ensure Front of House staff and volunteers are in their assigned positions and prepared before doors open.
- Coordinate with box office, security, venue staff, and event leadership to ensure smooth guest entry.
- Monitor guest traffic through entrances, the lobby, and other public areas and recommend adjustments when needed to improve efficiency.
- Assist with ticketing and seating issues that require immediate resolution.
- Respond professionally to guest complaints, concerns, accessibility requests, and other customer service situations.
- Help resolve seating discrepancies, ticketing concerns, and other Front of House issues within established venue policies.
- Ensure guests receive prompt, friendly, and professional customer service throughout the event.
- Escalate significant incidents or concerns to venue management when appropriate.
- Assist with other event-related duties as needed to support safe and successful venue operations.
Qualifications
- Strong computer skills and the ability to confidently learn and navigate new software, ticketing systems, databases, and digital platforms.
- Strong organizational and time-management skills with the ability to maintain accurate records, prioritize responsibilities, and keep multiple tasks and projects organized.
- Strong attention to detail and accuracy, particularly when handling ticket orders, seating information, customer records, memberships, and financial transactions.
- Proficiency with Google Platforms, Microsoft Word, Excel, email, web-based applications, and general office technology.
- Ability to troubleshoot basic computer, printer, scanner, and office technology issues.
- Strong customer service and interpersonal communication skills.
- Comfortable communicating with guests in person, by phone, through email, and through digital platforms.
- Ability to remain professional and solution-oriented when working with upset or frustrated customers.
- Ability to manage multiple responsibilities and changing priorities without losing attention to detail.
- Previous experience in customer service, ticketing, hospitality, administrative support, retail, or event operations preferred but not required.
- Ability to work independently while also functioning effectively as part of a team.
- Dependable and able to maintain consistent attendance and punctuality.
Schedule & Work Environment
This position requires regular interaction with the public and works primarily within the Surf Ballroom & Museum and Music Experience Center. The regular schedule may include daytime office and box office hours, with occasional evenings, weekends, and holidays required for concerts, special events, and Front of House Supervisor shifts. The position requires the ability to work in both an office environment and an active entertainment venue. Event shifts may involve extended periods of standing, walking throughout the facility, and working in a busy and sometimes loud environment.
Additional Expectations
As a member of the North Iowa Cultural Center & Museum team, the Box Office & Guest Services Representative is expected to provide a welcoming experience for every guest and represent the organization professionally. This position frequently serves as the first point of contact for visitors and plays an important role in both the day-to-day operation of the organization and the successful execution of concerts and events. Duties and responsibilities may evolve based on organizational and event needs. This job description is intended to describe the general nature of the position and is not an exhaustive list of every responsibility that may be assigned.
About the Team
The Surf Ballroom National Historic Landmark values collaboration, creativity, and a shared commitment to preserving this iconic venue for future generations. As an equal opportunity employer, we strive to foster an inclusive and supportive workplace that reflects the diversity of the North Iowa community. Join us and take a leading role in shaping the revenue strategy for one of America’s most historic and beloved cultural landmarks!
Pay: $12.00 - $14.00 per hour
Benefits:
Work Location: In person
