Division/Department: Depot

Job Title: Ticketing Operations Manager

Reports To: Reservations Manager and Assistant Manager

Type of position: Full-Time, Hourly

Employee Classification: Regular

Location: Bryson City, NC

Compensation: $18-22 per hour; Depending upon experience and/or certification(s)

Job Summary: The Ticketing Operations Manager oversees the daily operations of the Great Smoky Mountains Railroad Ticket Depot and is responsible for ensuring an exceptional customer experience from arrival through train departure. Greets customers, confirms reservations, provides event information, sells tickets, and directs passengers to designated boarding stations. Manages personnel and operations of the Ticket Depot, On-board Train Cleaning Team, and Parking Teams.

Essential Duties and Responsibilities:

• Overall management of the operation of the Depot Ticket Office, personnel, and facilities.
• In cooperation with the Operations department, develop daily train line-up and sequence of train cars based on ridership, special events, excursion specific demands, and ancillary requirements.
• Collaborate with all departments to ensure communication about passenger needs, to include, handicap assistance, late arrivals, seating concerns, etc.
• Assist Ticket Agents with sales and/or difficult reservations. Resolve issues with customers regarding concerns or issues that are elevated to the manager level. Cancel reservations, makes seating changes, upgrades, refund, and/or reschedules reservations, if necessary.
• Oversee Depot financial transaction balancing procedures, money handling, safe log, and communication with the Accounting Department on the process.
• Oversee operations of the Train On-Board Cleaning Staff, Parking Team, and Ticket Agents, ensuring all company policies are followed and maximizing efficiency.
• Work with Cleaning Manager and the Parking Team Lead to schedule applicable teams based on ridership demand and train schedule, working within set budget, and provide completed schedules to reporting staff.
• Facilitate weekly supply orders for Depot Ticket Office, Parking, and Cleaning Departments.
• Manages Parking Attendants and Cleaning staff, performing daily walk-through inspections of train cars, parking lots, and Depot facility for cleanliness. Work with Reservations Manager for Depot coverage to schedule shifts to work/monitor the cleaning and parking teams on a consistent basis to ensure acceptable standards are being followed, and to better identify training, personnel, and equipment needs.
• Be prepared to fill in for any position under your supervision, on any shift, if needed.
• Conduct staff meetings and daily safety briefing for all Depot personnel.
• Conduct resume screening and conduct employment interviews to fill available positions within the Depot, Cleaning, and Parking Departments.
• Develop training materials and administer or oversee training of new personnel and retraining of returning seasonal personnel.
• Assist in the development of policies, procedures, and job descriptions applicable to the operation of the Depot, Parking, and Cleaning Departments.
• Complete employee job performance evaluations on reporting staff, as needed.
• Periodically check and restock first aid kits in coordination with safety officer.
• Serve as part of the Reservations Team in the phone cue, as needed.
• Attend and actively participate in weekly manager staff meetings.
• Complete accurate payroll reporting on a bi-weekly basis.
• Other duties as assigned by management.

Education, Skill, and Work Experience Requirements:

• 1-2 years of supervisory experience, with demonstrated experience in a customer service and/or operations settings.
• Reservations software knowledge and cash handling experience helpful.
• Call center, reservations, and multi-line phone system experience helpful.
• Must be able to communicate effectively in both written and spoken English, possessing good leadership and interpersonal skills.
• Must have proven ability to manage people and coordinate with lateral managers from multiple departments to facilitate an organization’s operational success.
• Must be highly organized, able to handle multiple tasks simultaneously and to delegate and supervise tasks to completion.
• Must be able to interact effectively with coworkers/vendors/customers.
• Must have proficiency in Microsoft 365 including Word, Excel, & Outlook.
• Must have a valid driver’s license. Must be able to work a flexible schedule with night, weekends, and holiday hours.

Work Environment:

• Primarily office/customer accessible setting when working in the Ticket Depot but may include outdoor exposure to the elements when working outside customer greeting areas, parking, or with the cleaning team.
• Direct interaction with public when working as Ticketing Operations Manager or assisting the Parking Team.
• Fast-paced team environment.
• Equipment used will include, but isn’t limited to, computer, Boca Printer, fax, printer, multi-line phone system, 2-way radio communication, and credit card machine.