Box Office Supervisor

Our Company

Experience Gold Coast (EGC) brings together HOTA, Destination Gold Coast, Study Gold Coast and Major Events Gold Coast, driving growth across tourism, events, arts, culture and education to position the Gold Coast as Australia’s lifestyle capital.

About the Opportunity

As Part-Time Box Office Supervisor, you will lead and support the Box Office team to deliver exceptional customer experiences across HOTA’s busy events and programs.

Reporting to the Box Office Coordinator, you’ll oversee day-to-day ticketing operations, support team members, manage ticket sales and inventory, and ensure customers receive efficient, accurate and welcoming service. You’ll work closely with event promoters and the wider Visitor Experience team, while supporting HOTA’s membership engagement and sales objectives.

Key Responsibilities

• Supervise, coach and support Box Office team members, ensuring high standards of customer service and ticketing operations.
• Support the training and development of team members in Tessitura, customer service and event-related procedures.
• Provide ongoing guidance and support to team members, addressing and escalating performance issues or concerns as required.
• Manage team member rosters in Employment Hero, ensuring appropriate staffing levels while working within the ticketing budget.
• Oversee ticket sales for HOTA events, ensuring transactions are processed accurately and efficiently both in person and through the HOTA website.
• Coordinate special ticketing requests, including VIP, group and school bookings, discounts and promotions.
• Monitor and manage ticket inventory, ensuring tickets are accurately allocated and accounted for across events throughout the precinct.
• Support HOTA membership sales and engagement opportunities through the Box Office.
• Provide exceptional customer service and act as a point of escalation for ticketing-related enquiries, concerns and complaints.
• Assist customers with ticket purchases, event information and troubleshooting ticketing issues both online and in person.
• Support the wider Visitor Experience team during events across the precinct in a supervisory capacity.
• Work across different locations throughout the HOTA precinct as required to support event operations and customer experience.
• Collaborate with internal teams and event promoters to ensure smooth event delivery and outstanding customer experiences.
• Prepare and maintain accurate ticket sales reports, including revenue tracking and forecasting.
• Analyse sales performance and customer data to identify trends, insights and opportunities for improvement.
• Maintain accurate customer, membership and ticketing records.
• Utilise HOTA systems and technology, including Tessitura, Employment Hero, Artifax, Cuseum, Zendesk and Microsoft Office Suite, to support an efficient and effective Box Office operation.

About You

You’ll bring:

• Demonstrated experience in ticketing, box office, customer service, sales or a similar operational environment.
• Experience supervising, coaching or supporting a team in a customer-facing environment.
• Strong communication and interpersonal skills, with the ability to build positive relationships with customers, team members and stakeholders.
• Strong attention to detail and accuracy when managing ticketing, financial transactions, customer information and records.
• Experience working with ticketing, CRM, rostering or other business systems, with the ability to learn new technology quickly.
• Strong organisational skills and the ability to manage multiple priorities in a busy events environment.
• A customer-focused approach with the ability to confidently resolve enquiries, complaints and ticketing issues.
• The ability to work collaboratively across teams and adapt to changing event and operational requirements.
• A flexible, reliable and positive approach to working as part of a busy Visitor Experience team.

Why HOTA?

• Be part of the Gold Coast’s thriving arts, culture and events scene.
• Enjoy discounts across HOTA’s food, beverage, cinema, events and activities.
• Four paid Empowerment Days per year for personal growth and wellbeing.
• Paid parental leave.
• Access to Sonder wellbeing support.
• Professional development through Learning Lab, with access to up to 1,000 courses.

How to Apply

If you’re passionate about delivering exceptional customer experiences and creating memorable moments for HOTA audiences, we’d love to hear from you.

Please submit a brief cover letter and resume.

HOTA values diversity and inclusion and welcomes applications from people of all cultures, genders, ages, First Nations peoples, LGBTIQ+ communities and people with disability.