Job Abstract

Located in a historic neighborhood in the nation's capital, Georgetown offers rigorous academic programs, a global perspective, exciting ways to take advantage of Washington, D.C., and a commitment to social justice. Our community is a tight knit group of remarkable individuals interested in intellectual inquiry and making a difference in the world.

Requirements

Ticket Manager - Department of Athletics - Georgetown University

Job Overview

The Ticket Manager plays a key role in managing all aspects of the day-to-day operations of the Georgetown Athletic Ticket Office, including but not limited to ticket sales, customer service, and financial reconciliations. Duties include but are not limited to:

• Assisting with the management of ticket operations for the Athletic Department’s ticketed sports, including men’s basketball, women’s basketball, men’s lacrosse, women’s lacrosse, football, men’s soccer and women’s soccer
• Leading the Georgetown Athletic Ticket Office’s team of graduate student interns and student workers
• Helping to ensure that policies and procedures are in place to comply with audit and NCAA compliance regulations

Some specific details about duties are shown below:

Ticket Sales: The Ticket Manager - and their team of 8-12 student employees and interns - are responsible for maximizing ticket sales when communicating with customers by phone, via email and in person. Moreover, the Ticket Manager is the primary contact for Monumental Sports and Entertainment’s team of approximately 80 salespeople who sell Georgetown Men’s Basketball tickets. Georgetown Athletics tickets seven sports (men’s soccer, women’s soccer (postseason only), football, men’s basketball, women’s basketball, men’s lacrosse and women’s lacrosse), resulting in over 50 ticketed events per year.  In total, ticket sales revenue amounts to approximately $2.5-$4.0 million per year, with the bulk of the revenue associated with men’s basketball.

Athletics Contributions: In addition to the ticket revenue outlined above, the Ticket Manager also assists with soliciting athletics gifts associated with men’s basketball tickets. All men’s basketball season tickets in the 100 and 200 levels of Capital One Arena have an associated per-seat athletics contribution. Moreover, all ticket priority for men’s basketball single home game tickets, away game tickets, and postseason tickets is based on one’s current-year athletics gift. The athletics contributions associated with ticket purchases total approximately $1.5-$2.0 million annually. Therefore, when combined with the ticket revenue above, the Ticket Manager plays an important role in helping the Athletic Department to generate approximately $4.0-$6.0 million per year.

Customer Service: The Ticket Manager is responsible for the approximately 50-75 calls/emails that the Georgetown Athletic Ticket Office receives per day (volume varies by season) from customers seeking assistance. The Ticket Manager spends significant hours each day fielding these calls/emails and oversees approximately 8-12 student employees and interns who assist then.  Most of these calls are from Georgetown alumni who donate to the University (some at high, philanthropic levels) and/or have high expectations for the service and support that Georgetown should provide; it is therefore imperative that the Ticket Manager be informed, poised, professional, patient, and timely when responding. As well, if student employees and interns who are responding to calls/emails interact with customers who are upset or who require additional assistance, such calls are escalated to the Ticket Manager for resolution. Lastly, the Ticket Manager is also one of Georgetown Athletics’ primary customer service representative on game day for all ticketed events.

Ticket Operations: The Ticket Manager adeptly works with systems and technology, such as Ticketmaster’s ticketing software – for example, performing many ticket operations functions, including but not limited to event creation, bar coding, reporting, analysis, and troubleshooting technical issues.

Financial Management and Reporting: The Ticket Office completes thousands of transactions totaling millions of dollars each year with the imperative that these transactions are completed accurately, timely, and in accordance with proper audit and security procedures. 

The Ticket Manager oversees the day-to-day operations of the ticket office, managing interns and student employees, serving as the primary point of contact for the Monumental Sports and Entertainment ticket sales team, and playing a key role in overseeing all ticket transactions. The also reconcile all credit card transactions and take charge of is all cash/check deposits; and regularly reports on all transactions and helps to ensure that all records are correct.

Management: The Ticket Manager hires, trains and manages the Georgetown Athletic Ticket Office’s team of 8-12 graduate student interns and undergraduate student employees. These employees have both in-office hours (where they sell tickets and provide customer service by phone and via email) and work in-person at more than 50 events per year. As well, the Ticket Manager is the primary point of contact for Monumental Sports and Entertainment’s ticket sales team of approximately 80 salespeople.

Compliance: The Ticket Manager helps to ensure that policies and procedures are in place to comply with audit and NCAA compliance regulations.

Work Interactions and Work Mode Designation

Reporting to the Director of Ticket Sales and Operations, the Ticket Manager works regularly with the Executive Director for Ticket Operations and Donor Relations. 

They interact with the various members of the business office (given the position’s reconciliation, record keeping, audit and cash management responsibilities), marketing department (in conjunction with the promotion of season, partial season, mini-plan and single game tickets for all ticketed sports), and the development office (all men’s basketball season tickets in the 100 and 200 level have an associated per-seat athletics contribution; all ticket priority is based on current-year athletics gift (and the operations team when it comes to an event’s logistics such as entry/egress, capacity etc.). 

Externally, the Ticket Manager regularly interacts with ticket holders, alumni, fans, parents, and current students. As such, the Ticket Manager ably manages multiple tasks simultaneously, using the interpersonal skills required to interact professionally with multiple demanding constituents.

This position has been designated as On-Campus. Please note that work mode designations are regularly reviewed in order to meet the evolving needs of the University.  Such review may necessitate a change to a position’s mode of work designation. Complete details about Georgetown University’s mode of work designations for staff and AAP positions can be found on the Department of Human Resources website: https://hr.georgetown.edu/mode-of-work-designation.

Requirements and Qualifications

• Bachelor’s degree
• 3-5 years of administrative experience [note: consideration will be given to an equivalent combination of education and work experience]
• Strong proficiency in computer use and relevant Microsoft applications - Excel, in particular
• Excellent organizational skills
• Strong communications skills - both verbal and written
• Excellent interpersonal skills that demonstrate an ability to work effectively with a wide range of constituencies in a diverse community
• Ability to foster a cooperative work environment
• Good judgment and ability to make administrative/procedural decisions
• Knowledge of University and Department philosophies, policies, and regulations
• Knowledge of NCAA regulations
• Availability and willingness to work weekends, evenings, and holidays

Preferred Qualifications

• Experience in ticket sales or related organizational management – in particular, with Ticketmaster’s Archtics ticketing system or a similar ticketing system
• Experience in customer service, managing employees, and financial reconciliations
• Knowledge of NCAA regulations
• Knowledge of University and Department philosophies, policies, and regulations

Current Georgetown Employees:

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Submission Guidelines:

Please note that in order to be considered an applicant for any position at Georgetown University you must submit a resume for each position of interest for which you believe you are qualified. Documents are not kept on file for future positions.

Need Assistance:

If you are a qualified individual with a disability and need a reasonable accommodation for any part of the application and hiring process, please click here for more information, or contact the Office of Institutional Diversity, Equity, and Affirmative Action (IDEAA) at 202-687-4798 or ideaa@georgetown.edu.

Need some assistance with the application process? Please call 202-687-2500. For more information about the suite of benefits, professional development and community involvement opportunities that make up Georgetown's commitment to its employees, please visit the Georgetown Works website.

EEO Statement:

Georgetown University is an Equal Opportunity/Affirmative Action Employer fully dedicated to achieving a diverse faculty and staff.  All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, color, religion, national origin, age, sex (including pregnancy, gender identity and expression, and sexual orientation), disability status, protected veteran status, or any other characteristic protected by law.

Benefits:

Georgetown University offers a comprehensive and competitive benefit package that includes medical, dental, vision, disability and life insurance, retirement savings, tuition assistance, work-life balance benefits, employee discounts and an array of voluntary insurance options. You can learn more about benefits and eligibility on the Department of Human Resources website.