Box Office Coordinator

Our Company 

Experience Gold Coast (EGC) is a single, unified organisation that brings together HOTA (Home of the Arts), Destination Gold Coast, Study Gold Coast and Major Events Gold Coast. Formed in 2023, EGC plays a central role in driving the growth of the city’s visitor economy. EGC plays a pivotal role in supercharging outcomes across tourism, events, arts & culture and education, with a clear objective of positioning the Gold Coast as the lifestyle capital of Australia.

HOTA, Home of the Arts Precinct

This role will be based at HOTA, Home of the Arts. HOTA is an iconic Gold Coast destination where art, entertainment, culture and lifestyle meet. A place that locals love and visitors must-see. HOTA offers a diverse suite of venues and facilities, including a gallery, outdoor stage, indoor theatres and cinemas, function and events rooms, as well as a range of food and beverage venues including the HOTA Café, the rooftop Exhibitionist Bar and three hat Palette Restaurant.

At the heart of HOTA’s identity is a rich and diverse program: live music, theatre, dance, comedy, film, visual art exhibitions, children’s shows, community workshops, and festivals – all taking place across the array of venues.

About the Role

Box Office Coordinator position supports the team in delivering exceptional customer experiences while managing all ticketing transactions and processes.

With strong communication skills and a deep understanding of sales functions, this role ensures that sales targets for HOTA are met across the precinct. The position also collaborates with event promoters to create outstanding customer experiences, while driving engagement through HOTA memberships.

A high level of attention to detail is required, managing programs including HOTA’s CRM, maintaining accurate records, inputting data, processing financial transactions, and handling the issuance of membership cards and ticket sales.

Key Responsibilities

Duties include, but are not limited to:

Coordinate Ticketing Team Members:

• Supervise and train Box Office team members, ensuring proper training on Tessitura, customer service, and event-related procedures.
• Provide ongoing support and guidance to team members, including addressing and escalating performance issues or concerns.
• Manage team member rosters in Employment Hero to ensure adequate staffing levels while staying within the ticketing budget.

Ticket Sales Management:

• Oversee the sales of tickets for events, ensuring accuracy and efficiency in processing sales both in-person and through HOTA website.
• Support the team with special ticketing requests, including VIP, group and school sales, or discount tickets and special promotions.
• Monitor and manage ticket inventory to ensure tickets are available and properly distributed accounting for all tickets sold for events in the precinct.

Customer Service:

• Address and resolve any client concerns, complaints, or issues related to ticketing, ensuring a positive guest experience.
• Provide assistance to clients both online and in-person, helping them with purchasing tickets, event information, and troubleshooting any ticketing issues.

Reporting and Analysis:

• Prepare and maintain accurate ticket sales reports, including revenue tracking and forecasting.
• Analyse sales trends and customer data to provide insights on ticketing performance and potential areas for improvement.
• Utilising technology provided by Home of the Arts including ticketing (Tessitura), payroll and rostering (Employment Hero), Artifax, Cuseum, Zendesk and Microsoft Office Suite, to ensure a smooth and efficiently run box office.

Qualifications, Skills and Experience 

• Effective administration and computer skills, including MS office suite and Tessitura Ticketing System.
• Experience supervising a team.
• Previous experience operating a computerised Box Office Ticketing system.
• High level written and verbal communication skills and attention to detail including the ability to effectively communicate with a range of different audiences.
• Self-motivated, with good organisational skills. 
• Ability to maintain high levels of record keeping and supporter information.
• Ticketing and sales training and/or qualifications are highly desirable.

Why Join us? 

Here’s what makes working with us special:

• Be Part of the Action: Work at the heart of the Gold Coast’s thriving arts and culture scene, where creativity and community come together.
• Exclusive Discounts: Enjoy discounts at all Food and Beverage outlets across the HOTA precinct, plus discounted tickets to cinema screenings, events, and activities.
• Empowerment Time: Take four paid days per year dedicated to personal growth and wellbeing.
• Paid Parental Leave: We support our team members with paid leave during this important life stage.
• Wellbeing Support: Access Sonder, our comprehensive team member care and wellbeing service.
• Professional Development: Unlock learning opportunities through our Learning Lab, offering up to 1,000 courses to help you grow and thrive.

How to apply:  

If you’re passionate about making a difference and want to be part of an organisation that prioritises people, we’d love to hear from you! 

To apply for this position, please submit a brief cover letter along with your resume. 

HOTA, Home of the Arts, values diversity and inclusion. We are dedicated to providing equitable employment opportunities and welcome applications from individuals of all cultures, genders, ages, Australia’s First Nations Peoples, LGBTIQ+ communities, and people with disabilities. 

The HOTA Precinct is a 7-day operation and there will be a requirement to work some evenings and weekends in this role.