Position Title – Ticket Office Manager

Reports to: Nantucket Operations Manager Location: Nantucket

Supervisory Responsibility: Ticket Office Staff

Human Resources: Cheryl Barrows Date: 10.31.2022

Summary:

Under the direction of the Nantucket Operations Manager this position is responsible for managing the day to day activities of the Nantucket ticket office, including training and assisting with ticket agent scheduling. Ensuring coverage for all open hours. This position also monitors staff performance and works with the Operations Manager to address any deficiencies and provides input for performance evaluations.

Essential Duties and Responsibilities:

• Assist in preparing the schedule for ticket agents and shift leads and ensures appropriate office coverage.
• Provide guidance and oversight with or through the shift leads to achieve a collaborative, professional, customer service focused department.
• Provide feedback as needed or requested to Operations Manager regarding staff performance.
• Facilitate satisfactory resolution of any passenger issues based upon company policies.
• Respond to and manage issues related to luggage, reservation/ticketing, cancellations and schedule change issues.
• Assist with rescheduling/re-routing passengers
• Responsible for employee/passenger notifications and correspondence.
• Serves as the point person for communication to and from the Operations Manager.
• Works collaboratively with their Dock Manger and Ship to Shore colleagues, as well as the MV Seasonal Operations Manager and Hyannis ticket office Shift Leads.
• Reports issues and/or information to Nantucket Operations Manager or Dock Manager as appropriate at the time.
• Will also work as a ticket agent.
• Assist with reconciling bookings for invoicing with Hyannis accounting department for resolving issues and sending packets.
• Must be familiar with and aware of all operations on the wharf as well as Ship to Shore.
• Assist with IT issues as needed. Such as putting new schedules on the screen, computer and printer trouble shooting.

Required Education and Experience:

Must have a high school diploma or equivalent. Secondary education preferred. Minimum 3 years prior experience in a supervisory or management role in an industry with a complex reservation system and/or travel/ hospitality background.

Required Knowledge, Skills, and Abilities:

Must have current knowledge of reservation software and ticketing systems and be proficient in their use.

Must be proficient with Microsoft Office and computers including accurate data entry skills, use of office equipment such as phone, copy/scanner, bar code scanner, credit card/check machines.

Knowledge or familiarity with VOIP phones/call centers.

Must be proficient in using email, email marketing software, and social media postings.

Demonstrated exceptional communication and customer service skills.

Ability to work in fast paced, multi-tasking environment with significant interruptions and interactions with a diverse population of people.

Must be able to multitask and prioritize workflow.

Must be able to identify solutions to problems or complaints and implement whatever is necessary to resolve.

Must be able to safely perform the essential duties for the position, with or without, reasonable accommodation.

Typical Work Environments:

Harbor, marine (maritime) environment, general public facing indoor office space and outdoor wharf/dock area.

Job Type: Full-time

Pay: From $30.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Weekend availability

Ability to commute/relocate:

• Nantucket, MA: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Current housing on Nantucket is required.

Experience:

• Customer service: 4 years (Required)
• Ticket Reservations: 3 years (Required)

Work Location: One location

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