Ticket Office Team Lead

Chicago’s First Lady, the industry leader in Chicago tours and private events, is seeking a Ticket Office Team Lead to join our exciting and high-volume workplace. Serving Chicago for over 80 years, our company has grown to include nine vessels operating every March - November from our dock at the Southeast corner of the Michigan Avenue Bridge. Chicago’s First Lady is focused on building loyalty and value with its guests through great service, outstanding products, operational excellence and innovative leadership.

The Ticket Office Team Lead is responsible for assisting in managing the ticket office sales team, utilizing leadership skills such as decisiveness, team building and conflict resolution. This includes, but is not limited to, proficiency in all aspects of ticket office operations, including guest services, phone reception, ticketing and procedures for opening and closing the office. As the primary ambassador of the ticket office team, it is vitally important that a Team Lead be personable and outgoing. Other key job responsibilities include the following:

• Assisting with ticket office operational duties, including inventory management, training, communications, and procedures for open and close of business

• Aiding management in exceeding sales targets, boosting foot traffic and converting potential customers into paid guests

• Promoting contest marketing among employees as a motivational tool and fun way to drive brand awareness

• Processing cash, credit, and debit transactions accurately and efficiently

• Cash drawer maintenance, including the use of techniques used in anti-counterfeiting

• Cordially greeting guests, providing them with excellent customer service and vital information related to their departure, as well as directing them to the appropriate vessel

• Answering questions concerning tour options, fares, routes, schedules and reservations

• Working and communicating within a sales team, with the goal of maximizing business

• Addressing issues immediately and openly with the assistance of a supervisor

• Keeping a positive attitude in stressful situations

• Multitasking and prioritizing in a fast-paced environment

• Assisting with the operational procedures of the ticket office, including the preparation of cash banks, closing paperwork, and keeping the workspace clean and organized

• Performing other related duties as directed by management

• Conformance of all company standards and core values is essential

• Open and flexible availability, including nights, weekends and holidays, is required

Job Qualifications

• Minimum one year of experience in a leadership position in entertainment, tourism, box office or big-box retail

• Exceptional customer service skills and meticulous attention to detail

• Ability to proactively manage and prioritize workflow in a timely and efficient manner

• Strong interpersonal skills used within a team environment and in guest interactions, with an emphasis on relationship building

• Excellent oral and written communications skills

• Ability to lead by example, solving complex problems and making decisions that benefit and motivate a team, all within a fast-paced multitasking environment

• Must be polished, polite and professional

• Mandatory pre-employment background check required