Queen Mary Hotel - Attractions Ticketing Lead

We are currently looking for an Attractions Ticketing Lead to join our team at the legendary Queen Mary. The Attractions Ticketing Lead is responsible for providing information and/or answering guest and crew questions about ticketing while providing the highest level of service possible in an efficient, courteous, and professional manner.

QUALIFICATIONS:

• The ideal Attractions Ticketing Lead will have at least one year of experience in cash handling, exceptional communication, and guest relations skills. Previous ticketing system knowledge is a plus.
• High school degree or equivalent
• Basic computer skills
• Ability to perform job functions with attention to detail, speed and accuracy
• Must possess basic math skills and have the ability to handle money
• Must have the ability to communicate clearly and directly with guests using a positive, clear speaking voice
• Must have the ability to work a varied schedule that may include evenings, nights, and weekends

JOB RESPONSIBILITIES:

• Coaching Ticketing Crew Members on daily sales goals and policies
• Authorizing discounts and ticket returns according to policies
• Ensuring that the Ticket Booth/Passenger Information and Crew Members are ready and prepared to deliver a great guest experience
• Maintaining a clean and organized work area to include making sure that the ticket booth has the appropriate amount of ticket, receipt paper and map stock on hand
• Monitors Crew Member execution of policies and procedures; coaches and/or provides additional training as necessary
• Liaises with management to ensure the highest standards are preserved for guest service and profitability
• Greeting guests in a warm and friendly manner, acknowledging them upon arrival
• Collecting payment and providing change in a timely and courteous manner
• Balancing end-of-day paperwork, including cash, credit cards, and discount coupons with minimal errors, overages or shortages
• Making reservations and selling guided tours
• Assisting in coordinating large group bookings
• Interacting with crew members in a professional manner, assisting other departments with necessary information
• Managing and resolving all guest complaints and compliments in a professional and courteous manner
• Listening and responding to guest inquiries using a positive, clear speaking voice
• Maintaining an up to date working knowledge of all property amenities as well as any special events
• Answering the telephone in a professional manner and assisting guests with any questions, directions, etc.
• Answering questions about the Queen Mary, tours and guided tours

PROPERTY INFORMATION:
About Evolution Hospitality As the dedicated lifestyle vertical at Aimbridge, Evolution Hospitality creates distinct lifestyle experiences and drives performance throughout our curated collection of independent, luxury, boutique, lifestyle, and soft brand hotels, as well as restaurants, bars, and lounges throughout North America. At Evolution Hospitality, our focus on equal parts culture and results is what determines who makes the cut to be a part of this talented group, both at the corporate office and in the field. Honesty and humility are just as important as intellect and ability, and each member of the team embraces the challenge of becoming a better human being, both personally and professionally, as part of the package. And it’s this magical combination of brilliant, caring individuals that makes Evolution Hospitality the world-class operation it is today.