THE OPPORTUNITY AWAITS YOU

Reporting to the Supervisor, Guest Experience & Ticket Operations, the Ticket Operations Representative Lead oversees event ticket service delivery at venues managed by Regina Exhibition Association Limited (REAL). This role ensures a friendly environment and guest safety by greeting patrons, addressing ticketing needs, scanning tickets, resolving issues, and upholding venue policies with professionalism. The Lead must be attentive and empathetic, handling multiple guest concerns with expertise and the ability to escalate issues when necessary. A thorough understanding of ticketing facets across all REAL venues is essential, including the ticketing system, event schedules, ticket packages, Box Office hours, suite holder and VIP ticketing, special ticket packaging, and gate scanning operations

WHAT YOU WILL DO

Provide Ticketing Computer System & Ticket Purchasing Experience by:

• Accurately operating ticketing systems, scanners, printers and other ticketing systems technologies to sell tickets for events held at REAL venues.
• Assisting customers with purchasing decisions describing venue layouts and seating locations clearly and concisely.
• Navigating multiple apps, including but not limited to Ticketmaster and client apps on smartphones and other mobile devices.
• Maximizing all sales opportunities during the transaction process through additional product offerings.
• Demonstrating knowledge of ticket troubleshooting regarding Ticketmaster TM1 system, emailing, printing, transferring, etc.

Support Event Ticket Scanning Processes as well as venue restrictions by:

• Being able to read tickets and have a firm grasp of the layout of each of REAL's ticketed venues.
• Limiting access to the venue or specific areas to those with proper, valid tickets.
• Providing accurate, detailed directions for guests to find seats.
• Adhering to payment processing, voucher redemption and ticket scanning procedures.
• Issuing ticket comps and ticket refunds as required and as authorized by Supervisor/Management.

Conduct outstanding customer service by:

• Remaining friendly and attentive to the needs of all guests and providing superior customer service to all internal and external clients.
• Providing ticket service for inbound calls and emails.
• Assisting guests with purchasing decisions by finding ticket products that best meet their needs.
• Being visible and available to provide superior service for event attendees in various locations.
• Ensuring Box-Office, Box-Office Lobbies, and entrance ticket scanning areas are safe, clean and tidy for best first impressions.

Keen Knowledge of Events & Venue Procedures:

• Work under limited supervision
• Responsible for obtaining and having a working knowledge of all procedures and directives that pertain to each event.
• Observe safety procedures and use of ticketing equipment and materials properly.
• Responsible for obtaining and having a working knowledge of emergency procedures.

Leadership & Teamwork:

• Help create a supportive, enjoyable and efficient working environment for all Ticket Services Representatives.
• Delegate Ticket Services Representatives tasks in alignment with Supervisor and Management's needs.
• Supervise and support all Ticket Ops Representatives to efficient completion of job functions.
• Assist Management in pre-event preparations on the event day to ensure a smooth event delivery and an excellent guest experience.
• Train, mentor, and ensure team members are equipped to provide excellent guest service through strong knowledge of all procedures and directives that pertain to each event.

Other duties as required

This is a casual position, and you will be scheduled according to the needs of the business.

Requirements

WHAT IT TAKES

Apply today if you meet the following requirements:

Education and Experience

• High school diploma or GED equivalent required.
• Minimum of 2 years of increasing responsibility within ticket ops/customer service experience, preferable with sports facility, convention center, performing arts facility or multi-purpose public assembly facility.
• Previous experience in guests/customer service in forward-facing industries is considered an asset.
• Previous cash and credit card handling experience.
• Strong knowledge of ticketing software and systems required.
• Bilingual is considered an asset.

Knowledge, Skills and Abilities

• Must possess excellent verbal and interpersonal skills and diplomacy with the public.
• Strong observational skills to proactively identify guest needs, have full knowledge of all policies, services and facility locations (staff will be trained in these areas).
• Contribute to a high energy, fast-paced environment that provides guests with an entertaining, fun and dynamic experience.
• Consistently arrive to work on time, follow instructions, respond to management direction and solicit feedback to improve performance.
• Ability to proactively handle emergency and high stress situations while remaining calm and collected under pressure.
• Ability to anticipate, identify and solve problems.
• Must be able to work irregular hours, including weekends, evenings, and holidays.
• Work indoors and outdoors in all weather conditions
• Work in areas with exposure to high noise levels
• Ability to push guests in wheelchairs weighting up to over 100lbs frequently
• Ability to stand for extended periods of time (up to 3 hours at a time)
• Ability to frequently kneel, bend, reach and climb stairs
• Ability to walk long distances across REAL district.

Benefits

WHY CHOOSE REAL?

Here at REAL, we can offer unique experiences unlike any other organization:

• Make a difference in your own community.
• Be a part of an industry responsible to create fun and memorable moments for our guests.
• A wide range of employment opportunities to fit your own lifestyle – whether that's committing to us in a full-time capacity or more of a casual role that is event specific and tailored around your own availability.
• We offer competitive wages and industry standard benefits.
• Matching Group RRSP plan.

For more information visit our website at www.realdistrict.ca. Submit resumes by June 4, 2025 via the link provided.

Please click the link to apply:https://apply.workable.com/j/461195CCC9

While REAL appreciates the interest by all applicants, only those selected to advance to the next stage will be contacted. Note preference will be given to internal applicants holding existing REAL RWDSU seniority.